{"id":20077,"date":"2020-02-06T13:03:12","date_gmt":"2020-02-06T13:03:12","guid":{"rendered":"https:\/\/www.topdesk.com\/en\/?p=20077"},"modified":"2025-10-24T23:39:52","modified_gmt":"2025-10-24T22:39:52","slug":"enterprise-service-management-case","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/en\/blog\/enterprise-service-management-case\/","title":{"rendered":"Utrecht University: ESM Case"},"content":{"rendered":"
\n

We\u2019ve talked about the benefits of Enterprise Service Management<\/a> (ESM) before. But what does it look like in real life? Utrecht University embarked on its very own ESM journey, with most of its departments now working together \u2013 from the service desk and local support to the University Library IT department and security. We visited them and spoke to Jacqueline van Besouw, manager of the service desk and the local support department, and Patrick Schilder, service and supplier manager of the IT department of the University Library. Time to see what their ESM experience was like. And: what is their number one tip on how to get started with ESM?<\/p>\n

How did Utrecht University get started with ESM?<\/h2>\n

The various departments of the university offer their services to two different groups: employees and students. Jacqueline explains: \u201cWe have several groups of people to cater to: for example the old guard who\u2019ve worked at the university for over 30 years, and a bunch of new 18-year-old students who join us every year and have different expectations of our service. They\u2019re young and modern and want instant information.\u201d<\/p>\n

To respond to this new demand in service delivery, Utrecht University started on their ESM journey. In the future, they want to focus on collaborating even more across the board to make the university a place where everyone can work and learn pleasantly.<\/p>\n

A single point of contact: better service<\/h2>\n

Jacqueline admits: \u201cBefore we started with ESM, it was unclear to most of the university population who they could turn to with their issues. Say you\u2019re in a lecture room and the projector breaks down. Who do you turn to for help? There are three phone numbers listed in the room that lead you to three different services: the helpdesk, IT, and Facility Management<\/a>.<\/span> But it\u2019s unclear who you should reach out to. And, if you finally do reach someone, they give you the runaround and send you to someone else. So \u2013 who\u2019s going to help you with your problem?\u201d<\/p>\n

Thanks to ESM, it\u2019s become clear where to go if you need help. Unlike before, the university service desk is now happy to assist both students and employees. ESM has made life much simpler for service desk employees, too: \u201cSharing information is easier when you\u2019re all working in the same system,\u201d says Jacqueline. \u201cThis makes the process of handling incidents easier, faster, and more streamlined. And we always enjoy helping other people.\u201d<\/p>\n

Working towards greatness together<\/h2>\n

The various departments of Utrecht University have never worked together so closely as they do now. Jacqueline explains: \u201cWe used to be a small sports team with our own stadium. Now, we\u2019ve become our very own Olympic venue where every sport works together and is equally important.\u201d Having all information gathered in one system makes working together easier than ever. Patrick adds: \u201cInformation used to go via email alone: it wasn\u2019t clear at all. Now, it\u2019s very easy to pick up where someone else left off. If one of our colleagues is absent, we can just keep working on service requests or other incidents.\u201d<\/p>\n

\"\"<\/div>\n

Sharing knowledge<\/h2>\n

ESM has helped Utrecht University in more ways than one. With the help of knowledge items, more people are now qualified to answer different types of questions. Jacqueline explains: \u201cSomeone recently asked me if I\u2019m OK with one of my service desk employees answering a finance-related question. Well, I\u2019m more than OK with it! In fact, if a Facility Management employee can handle one of our service desk incidents, obviously that\u2019s more than fine too.\u201d<\/p>\n

Sharing information is easier when you\u2019re all working in the same system. It makes the process of handling incidents easier, faster, and more streamlined.<\/p><\/blockquote>\n

What\u2019s the next step for Utrecht University?<\/h2>\n

\u201cI\u2019m helping our functional managers make as many knowledge items available as possible, so the service desk can also start handling library-related incidents,\u201d Patrick explains. Making knowledge items based on questions that come in is also high on the university\u2019s to-do list. Their goal: to put even more emphasis on knowledge management<\/a>. \u201cBecause we now document all of our knowledge and solutions, our service desk employees can easily look back on how we handled a similar incident before and learn from that experience,\u201d shares Patrick.<\/p>\n

Find out how a shared services model allows your organization to build its service and support capabilities around employee wants and needs<\/a><\/p>\n

So, how can other organizations get started with ESM?<\/h2>\n

Luckily, Jacqueline agreed to share her number one tip with us:<\/p>\n

Change is good: go with it<\/h3>\n

When getting started with ESM, you must be prepared to make changes. \u201cWe\u2019ve gone from working in our own little bubble to looking at the bigger picture. From simply answering phone calls to knowledge management, and from a skilled service desk to using knowledge items. These all require a change in culture,\u201d explains Jacqueline. To make a culture change stick, respecting the people involved is crucial. \u201cValue their expertise, hear them out, and make sure they are allowed to take up space. Some employees may fear that their job is becoming redundant due to knowledge management. Help and guide them instead of dismissing their fears. This way, they\u2019ll get on board much faster,\u201d says Jacqueline.<\/p>\n

Are you ready for the next step, too?<\/h2>\n

Did Utrecht University\u2019s journey to ESM inspire you?\u00a0Download our ESM e-book to get the entire ESM low-down and start benefiting from working together:<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

We\u2019ve talked about the benefits of Enterprise Service Management (ESM) before. But what does it look like in real life? Utrecht University embarked on its very own ESM journey, with most of its departments now working together \u2013 from the service desk and local support to the University Library IT department and security. We visited<\/p>\n","protected":false},"author":1,"featured_media":45048,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-20077","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":28038,"blog_hubspot_cta_link":"","toc_display":"compact","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nHow Utrecht University Transformed IT Support Success<\/title>\n<meta name=\"description\" content=\"Discover how Utrecht University transformed IT support with Enterprise Service Management. 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