About ESC

Information Technology Services (ITS) at the University of Toronto has selected ServiceNow platform as a service management solution to assist with streamlining, tracking, and directing inquiries to the appropriate ITS process owners. ITS Desktop Services and EASI within ITS currently receive over 38,000 requests annually through a ticketing system, email, phone, and walk-ins from approximately 50 client departments across the university. In addition, many of these requests are accompanied by the submission of one or more of 30+ online or PDF forms that must be manually processed by ITS staff. The successful implementation of ServiceNow for ITS will serve as a model for implementation within other areas at the university.

This project will drive excellence in service delivery by replacing existing ticketing systems and eliminating inefficiencies. By leveraging ServiceNow, we will enhance the user experience (for both requestors and fulfillers), establish a common platform to enable communication and transparency across all ITS units, drive efficiency and improve response times in our operational and business processes.


Starting September 17, 2019, you will be able to submit a ticket to the following groups in the Enterprise Service Centre (ESC):

  • Enterprise Applications and Solutions Integration (EASI)
  • Joint Operations Group (JOG)
  • Planning, Governance, Assessment, and Communications (PGAC)

Service requests can also be made in the ESC, such as:

  • Administrative Management Systems (AMS) Access Request
  • Kronos Change Request
  • Managed Desktop Request
  • SharePoint Online Consultation Request
  • SharePoint Online New Site Request
  • Student Information Systems (SIS) Enhancement Request
  • Repository of Student Information (ROSI) Access Request


ServiceNow IT Service Management Module Overview

ServiceNow User Story 1: Accessing Forms

ServiceNow User Story 2: General Help Form

ServiceNow User Story 3: Knowledge Base

Incident Management Process Guide

Knowledge Management Process Guide

Problem Management Process Guide

Service Catalogue and Request Management Process Guide


May 2019
Workshops for ITSM requirements gathering and process redesign are completed. Infrastructure planning will be taking place during May 2019 and development will begin in late May and continue throughout June.

June 2019
First stage of development has been completed and testing has begun.

September 2019
The Enterprise Service Centre has completed its final stage of testing in preparation for the launch of the IT Service Centre scheduled for September 17, 2019. Starting September 17, users will be able to submit service requests and help tickets in the new Enterprise Service Centre. Training sessions for fulfillers and change communications are ongoing.


Gary Raposo
Product Owner, Enterprise Service Centre

Gerald Lindo
Project Manager, Enterprise Service Centre Implementation


Executive Sponsors:  
IT: Bo Wandschneider
HR:  Erin Jackson
Project advisor: Cathy Eberts

Project Leads:
HR Project Manager: Lola Obomighie
IT Product Owner: Gary Raposo
IT Project Manager: Gerry Lindo

Project Architecture and Quality Assurance Advisors:
Enterprise Design and Architecture:  Frank Boshoff
Security and Integration Specialists: Ian Thomas, Joe Bate, Matt Wilks
HR Integration Specialist: Paul Nakonechny
Quality Assurance Engineer:  Mike Wyers

ServiceNow Administrators:
Cris Diaconu (ITS primary, backup HR)
Amy Luu (HR primary, backup ITS)
Jessica Viau (general process design and administrative support availability for both HR and ITS)