Beyond Tickets: How Communication Powers Enterprise Service Management
Enterprise service management is often viewed through the lens of systems, workflows, and ticketing. However, without a strong communication strategy, even the best tools fall short. This session explores how communications and the Solutions Center partner to deliver a more effective user-centered service experience. We will demonstrate through a real-world approach how knowledge content, rather than static documentation, functions as a core communication strategy. By focusing on clarity, consistency, and audience needs, institutions can reduce confusion, improve self-service, and free staff time for more complex work. Participants will learn how aligning communications with service delivery transforms the user experience, strengthens knowledge management practices, and supports scalable enterprise service management. This session will provide practical examples, lessons learned, and strategies that can be adapted to institutions at any stage of their ESM journey.
Presenters
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Cathy Hughes
Assistant CIO for Solutions Delivery,
Minnesota State University, Mankato
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Amy Linde
Director of Strategic Communications,
Minnesota State University, Mankato