Enterprise Service Centre: Information Technology Services

The Enterprise Service Centre (ESC) is now live and available to the University’s staff and faculty! To experience ESC now, visit uoft.me/esc.

The University of Toronto is implementing a centrally supported service desk solution to streamline, track and respond to service requests to the central Information Technology Services and Human Resources & Equity divisions. The scope of the current project is expected to streamline over 40,000 annual HR&E requests and 38,000 ITS inquiries. The solution will serve as a model for implementation within other areas at the University.

The Enterprise Service Centre will provide a modern and improved employee experience, help to streamline a growing workload, allow for seamless collaboration and provide real-time data to make evidence-based decisions – providing employees with the information they need when they need it.

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The Enterprise Service Centre is part of the University’s HR Technology Roadmap, a program projected to save $1.5 million annually. This project will lay the foundation for an enterprise-level service desk for the University.


The Enterprise Service Centre will consolidate a previous ticketing system, emails, phone calls and in-person questions. It will also offer self-service for commonly asked questions and provide updates to help employees learn about what’s new at the University.


  • An integrated cross-departmental platform for service requests.
  • A ticketing system to track and organize incidents and inquiries.
  • ​A place to easily access process and knowledge documentation.​
  • A centralized information hub to generate performance analytics reports.
  • A single ServiceNow-based platform to facilitate everyday business processes.


  • Service catalogue – allows users search the catalogue by category to submit online requests.
  • Knowledge base – allows users to easily search a database of articles that are linked and categorized based on relevance to frequently asked questions and topics.
  • Dashboards and analytics – allows users to view important data at a glance and prioritize tasks.
  • Ticketing system – allows users to quickly submit and track support incidents and inquiries.


  • Improved digital experience with transition from manual to automated processes.
  • Improved employee experience with tools and metrics to make evidence-based decisions.
  • Increased efficiency and consistency in approach to service request resolution – with the goal of answering employees’ questions the first time.
  • Improved identification and resolution of reoccurring problems.
  • Foundation for future interoperability, process transformation, and user adoption across the University.


  • A – Task: Change Management/Communications, Starts March 2019, Ends November 2019
  • B – Task: Process Redesign, Starts March 2019, Ends May 2019
  • C – Task: Develop Infrastructure, Starts May 2019, Ends August 2019
  • D – Task: Quality Assurance Testing, Starts June 2019, Ends August 2019
  • E – Task: UX Testing and Training, Starts July 2019, Ends September 2019
  • F – Task: Go Live (Sept. 17) & Support, Starts October 2019, Ends November 2020