Enterprise Service Management Community of Practice

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Who we are

The Enterprise Service Management (ESM) Community of Practice is a collaborative group made up of professionals from across the UK Higher Education sector who are passionate about service excellence through improving service delivery and management. Our community includes practitioners from various functions such as Estates, Finance, HR and IT who are driving the adoption of established ESM principles across institutions. While UCISA membership is often associated with IT departments, it actually extends to the entire organisation. The ESM CoP is a fantastic way of allowing all departments to engage with UCISA activities and benefit from this community. We aim to support one another by:

Sharing Knowledge and Best Practices around Enterprise Service Management as a discipline, helping to achieve service excellence through improving service practices throughout the Higher education sector.
Exchanging Insights into Emerging ESM Trends and how institutions are adopting integrated service management practices to tackle shared challenges and achieve sector wide aspirations.
Promoting the Strategic Value of ESM by showcasing how a unified service approach can enhance organisational effectiveness, improve the customer experience, and demonstrate why institutions should invest in ESM to deliver better services across the board.
Facilitating Networking Opportunities through webinars, active online channels (such as Teams), and in-person events tailored to the community's interests.
Providing Practical Resources, including templates, frameworks, and models, to assist institutions in implementing and continuously improving their ESM strategies across various departments.

What we do

The Enterprise Service Management (ESM) Community of Practice promotes networking, collaboration, and thought leadership by uniting professionals with a shared interest in implementing and optimising enterprise service excellence across the higher education sector. We bring together individuals from various departments, IT, HR, Finance, Estates, and more who are driving ESM initiatives within their institutions. Our community is dedicated to:

Sharing Best Practices and offering practical insights, based on real-world experiences, to help institutions streamline service management across all areas of operation.
Collaborating to Address Sector Challenges, including supplier relations, compliance with legislation, and evolving service management trends.
Creating a Hub for Cooperation between higher education institutions, supporting a unified approach to ESM and fostering a culture of innovation and efficiency.
Contributing to Sector-Wide Discussions by shaping UCISA’s collective perspective on legislative, operational, and service-related issues.

Through knowledge sharing and collaboration, we aim to support the development of enterprise service management in higher education, ensuring institutions are equipped to meet the evolving demands of the sector.

Join our Teams Site

Group Teams Sites are to be used by members to discuss subjects of common interest. People entitled to join the Site are members of institutional member institutions only (ie not Corporate members). The Teams Site should not be used to advertise or promote Corporate member or non-members events/services/products. These should be posted via the UCISA-announce mail list. join MS Team site

Member Email lists

Group discussion lists are to be used by members to discuss subjects of common interest. People entitled to join the list are members of Full and Affiliate member institutions (ie not Corporate members). The lists should not be used to advertise or promote Corporate member or non-members events/services/products. These should be posted via the UCISA-announce list.

For discussions, questions and answers you can

Join Email List

Useful Information

If you are interested in joining the Group's Teams site please contact membership@ucisa.ac.uk

Committee Members

ESM CoP Joint Chair
- Iain McCracken
- Director of Service Delivery
- The London School of Economics and Political Science (LSE)
- i.mccracken@lse.ac.uk