ESM Optimization Project

Project Status

In Progress

Project Overview

The ESM Optimization project will engage a vendor to evaluate USG¡¯s Enterprise Service Management (ESM) platform (ServiceNow) and provide recommendations for improved configuration, management, and governance of the tool. The project team will develop detailed workflows for out-of-the-box ServiceNow functionality and a strategic and tactical roadmap for addressing enhancements in alignment with upcoming enterprise modernization initiatives. The project team will conduct a current state assessment of USG¡¯s ESM and comprehensive roadmap, inclusive of dependencies, that covers key activities and milestones for USG to mature service management capabilities, maximize value from the ServiceNow platform, and define a ServiceNow governance framework for USG.

Project Benefits

• Produce recommendations to increase efficiency and maximize value for the ServiceNow platform through streamlining the employee experience, enabling more efficient and effective transactional processing and workflows, and seamlessly integrating with existing systems.
• Produce detailed documentation and standardized process flows to support optimized configuration of ServiceNow that reduces customizations and reflects industry standards and best practices.