Business Capability and Process Automation


The Business Capability and Process Automation services provided by the Information Technology Services (ITS) organization at Framingham State University encompass a comprehensive suite of technology solutions, consultative support, and analysis designed to streamline, automate, and improve business processes across and within administrative offices and academic departments.

The scope of consultative support and analysis includes the facilitation of joint reviews of existing processes, guided analysis of opportunities for improvement, collaborative design of new or improved processes, and assistance with the implementation of technology enabled solutions.  This may include change management guidance, project management, and assistance with the successful adoption of technology based on some or all of the following:

  • Needs Assessment: Conduct a thorough analysis of your current business processes to identify areas that could benefit from automation. This includes understanding the specific needs and objectives of each department or administrative office.
  • Process Mapping: Develop detailed diagrams or flow charts of your current processes to visualize bottlenecks, inefficiencies, or risks, which will serve as a basis for suggesting improvements.
  • Automation Suitability Analysis: Evaluate which business processes are suitable for automation, considering factors such as frequency, standardization, complexity, and potential for error reduction.
  • Technology Recommendation: Recommend appropriate technologies or tools to automate processes. This could include document imaging, electronic signatures, online forms, workflow management, or job scheduling applications.
  • Implementation Plan: Develop a comprehensive plan for implementing the recommended process changes and automation solutions, including timelines, resources needed, and potential challenges.
  • Change Management Strategy: Create strategies for managing the human side of change to ensure that employees understand, accept, and adopt the new automated processes.
  • Documentation and Training Plan: Develop a training program to educate staff on how to use the new technologies or tools effectively.
  • Measurement and Evaluation: Define key performance indicators (KPIs) to measure the effectiveness of the automated processes and continuously monitor these metrics to assess the success of the automation efforts.
  • Continuous Improvement Recommendations: Provide ongoing advice for improving and optimizing automated processes based on the performance metrics, user feedback, and evolving business needs.

Further, this service supports the implementation and ongoing administrative, management, and technical support for technology that is provisioned by the University’s Information Technology Services organization. These technologies include document imaging BDMS/Xtender), electronic signatures (Adobe Sign), online forms (Dynamic Forms), workflow management (Banner Workflow), job scheduling (Automic), and other forms of process automation.  The scope of what is provided for this aspect of the business capability and process automation service offing includes the following:

  • Technology Implementation: Deploy the recommended technologies for process automation, such as document imaging, electronic signatures, online forms, workflow management, and job scheduling systems. This includes configuring the software to meet your specific business needs and integrating it with existing systems.
  • User Access Management: Manage user access to the technology applications to ensure that the right people have the appropriate level of access. This includes creating user accounts, managing permissions, and handling account deactivations.
  • System Maintenance: Regularly update and upgrade the technology applications to ensure they remain secure, efficient, and effective. This includes applying patches, performing system tests, and managing software licenses.
  • Data Management: Ensure the integrity, security, and availability of data processed by the automation technologies. This includes data backup and recovery, data cleansing, and data privacy compliance.
  • Technical Support: Provide prompt and reliable technical support to users who encounter issues with the technology applications. This includes troubleshooting software errors, resolving connectivity issues, and assisting with user queries.
  • Performance Monitoring: Continuously monitor the performance of the automation technologies to detect and resolve any issues that may affect their functionality or efficiency. This includes network performance monitoring and application performance management.
  • Disaster Recovery: Develop and implement disaster recovery plans to ensure business continuity in the event of a system failure, data loss, or other IT emergencies.
  • Training and Documentation: Provide training to users on how to effectively use the automation technologies and create user manuals, FAQs, and other documentation to support their learning.
  • Change Management: Manage any changes to the automation technologies in a structured and controlled manner to minimize disruptions. This includes evaluating the impact of changes, testing changes before implementation, and communicating changes to users.
  • Vendor Management: Establish and maintain relationships with technology vendors, manage vendor contracts, and ensure that vendors meet their service level agreements (SLAs). This includes handling any issues that arise with vendors and evaluating vendor performance.



The Business Capability and Process Automation service offered by the University's Information Technology Services organization is available to all faculty and staff within Framingham State University. This includes administrative offices and academic departments across the University.  Eligibility for this service is conditioned on the following:

  • Role: The individual or department requesting the service must have a role at the University that requires the use of these services. This typically includes roles that involve administrative tasks, document management, data collection and analysis, workflow coordination, and job scheduling.
  • Approval: Depending on the specific service requested, approval may be required from a department head, dean, or other designated authority within the University. This is to ensure that the request aligns with any sort of interdependent processes and does not create any sort of unintended technological incompatibilities or the confidentiality, integrity, or availability of information.  
  • Compliance: The use of these services must comply with all relevant University policies and guidelines, including those related to data privacy, information security, and software usage.
  • Training: Individuals or departments that request the service may be required to complete specific training to ensure they can effectively use the technology applications and adhere to best practices for business process automation.

It's important to note that access to specific technology applications within this service may be limited based on the user's role and the specific requirements of their department. The Information Technology Services organization will assess each request to ensure the appropriate level of access is provided.


Features and Benefits


  • Professional Consulting Services: Assistance with needs assessment, process mapping, and implementation planning.
  • Technology Application Support: Support for various process automation technologies like document imaging, electronic signatures, online forms, workflow management, and job scheduling.
  • Change Management: Support for managing the transition to new automated processes, including developing change management strategies and training plans.
  • Continuous Improvement: Regular performance evaluation and recommendation for ongoing process optimization.
  • Technical Support: Quick and efficient resolution of technical issues related to the automation technologies.
  • Vendor Management: Comprehensive management of relationships with technology vendors, including managing contracts and ensuring adherence to service level agreements.


  • Efficiency: Automation of routine tasks leads to increased efficiency and allows staff to focus on more strategic activities.
  • Accuracy: Automation reduces the likelihood of human error, leading to more accurate results.
  • Cost Saving: By automating manual tasks, the University can reduce overheads and save costs.
  • Improved Collaboration: Workflow management tools can improve coordination and collaboration between different departments.
  • Better Document Management: Document imaging and electronic signatures make it easier to manage and securely store documents.
  • Convenience: Online forms and job scheduling tools make it easier for staff to perform their duties and for students to interact with administrative offices.
  • Continuous Improvement: The service ensures processes are not only automated but also continuously monitored and improved for optimum results.
  • Compliance: Automation can help ensure consistency and adherence to compliance requirements, reducing the risk of non-compliance.



By fulfilling the prerequisite conditions below, users can ensure a smoother and more efficient process when requesting assistance or reporting incidents related to this service.

  • User Affiliation: The individual requesting assistance or reporting an incident must be a current faculty or staff member of Framingham State University, affiliated with an administrative office or academic department.
  • Service Enrollment: The individual or department should already be enrolled in or using the Business Capability and Process Automation service, or demonstrate a clear need to use the service in their role at the University.
  • Issue Description: The requester must provide a clear and concise description of the assistance needed or the incident encountered, including any error messages, specific technologies involved, and steps taken leading up to the issue. This information will help the ITS team diagnose and address the problem more effectively.
  • Impact Assessment: It is helpful for the requester to provide information about the impact of the issue on their work or the work of their department. This could include details about affected processes, number of users impacted, or any potential consequences if the issue is not resolved promptly.
  • Priority: If possible, the requester should indicate the priority level of the request or incident, based on factors such as urgency, the severity of the issue, and the potential impact on University operations. This will help the ITS team prioritize their response and allocate resources accordingly.
  • Contact Information: The requester should provide their contact information, such as email address and phone number, so that the ITS team can reach out for further information or provide updates on the resolution of the issue.


Requesting the Service

Click on “Request Assistance” or "Report an Issue" from this web page in order to provide us with some basic information about your unmet or anticipated need and then submit your request.

In case of urgent issues, or if you are unable to access the online forms, you can also contact the IT Service Desk via E-mail ( or phone (508-215-5906) during regular University business hours. Remember to provide all the necessary details as you would when submitting through the portal to ensure your request or incident is handled efficiently.


Related Documentation



Fulfillment Target

The Information Technology Services organization at Framingham State University is committed to responding to and resolving requests and incidents related to the Business Capability and Process Automation service in a timely manner. While the exact timeframe can vary depending on the nature and complexity of the request or incident, the following target timeframes are generally applicable:

  • Initial Response: You should receive an acknowledgement of your request or incident report within 1 business day of submission. This response will typically include a confirmation of receipt, a ticket number for tracking your request, and an initial assessment of your request or incident.
  • Non-Urgent Requests and Incidents: For standard requests and non-urgent incidents, such as routine system maintenance, minor software issues, or general inquiries, the target resolution time is usually within 5 business days.
  • Urgent Requests and Incidents: For urgent requests and incidents that significantly impact business operations or involve critical system failures, the target resolution time is typically within 1-2 business days, or sooner if possible.
  • Complex Requests and Incidents: For complex requests and incidents that require in-depth investigation, extensive system changes, or coordination with third-party vendors, the resolution time may exceed the standard timeframe. In such cases, the IT Services team will provide regular updates on the progress and an estimated timeframe for resolution.

These timeframes serve as a general guideline, and the IT Services team will always strive to resolve requests and incidents as quickly as possible while ensuring high-quality service. You will be kept informed of the status of their request or incident through the IT Service Desk portal and/or via email updates.