USask has worked diligently to build an ESM solution to facilitate incident and request management, knowledge management, and uses workflows and automations to create efficiencies. It is crucial that the implemented solution will continue to have the features that have proven invaluable to operations. There is a clear indication that new groups will continue to onboard the platform.

USask will expect to see the following outcomes:

• Alignment with best practices identified for enterprise service management.
• Room for growth and adaptability.
• Improved operations and support for front line staff.
• Improved customer experience, greater efficiencies, and improved usability in the new service.
• Reduction in time and resources for maintenance.
• Growth and evolution of Enterprise Service Management at USask.
• Scalability at busy times.
• Manageable business change.
• Improved security and operational stability.

Additional benefits:

• A service re-architecture will be undertaken with the goal of aligning our current practices with ESM industry and TeamDynamix best practices; this is an opportunity to simplify the current state and make improvements.
• Cleanup of existing projects and documentation that exist in the current system to improv