USG Enterprise Service Management Optimization

Project Status

In Progress

Project Overview

This project will improve and enhance the University System Office’s ServiceNow platform to create a secure, efficient, and sustainable Enterprise Service Management (ESM) system. A new governance model, targeted performance and security improvements, and a best-practice reimplementation will position the USG to better meet the demands of the upcoming Unified ERP project.

Project Benefits

• Establishes a governance model to guide ESM growth and alignment with USG strategic priorities, including the Unified ERP.
• Improves system performance, security, and stability through targeted cleanup and risk mitigation activities.
• Delivers a best-practice ServiceNow configuration that is easier to support, scale, and integrate with future systems.
• Prepares users for changes through focused communications, training, and self-service resources.