The Enterprise Service Management (ESM) Programme
Modernising our service experience and transitioning to ServiceNow ahead of the new academic year.
Why are we moving quickly?
Our current system, TopDesk, is due to expire in October 2026, with notice being served in July. To ensure we can continue providing critical services to the university without interruption, ServiceNow must be fully operational by September
Our Design Principle: Out-of-the-Box (O.O.T.B.)
To protect our go-live date, we are adopting a strict "Out-of-the-Box" approach. We will adapt our existing processes to fit ServiceNow's standard capabilities, rather than building customisations. This ensures the platform remains easy to maintain, cost-effective, and simple to upgrade in the future.
The Project Roadmap
Phase 1: The ITSM Foundation (September 2026)
Replacing TopDesk with a production-ready operating model
- Core routing, approvals, and service desk controls.
- Incident, Request, and Change management.
- Operational reporting and Employee Center enablement.
Phase 2: Completing the Transformation (Early 2027)
Expanding our broader service operations vision.
- Hardware and Software Asset Management.
- Employee Center Pro expansion.
- Self-service and AI experience items.
How you can get ready
- Familiarise yourself: Explore online resources to build a strong understanding of ServiceNow as an enterprise solution. The sidebar on the right has links to online training resources.
- Share your thoughts: Talk to the project team with your feedback, concerns, and suggestions.
- Watch for updates: Keep an eye out for upcoming communications and training opportunities.
- Champion the change: Help us build early awareness across the university that TopDesk is being replaced.
Key Contacts
Have a question? Reach out to the project leadership team: ESMProject@reading.ac.uk.
- Becky Jeffries - Digital Programme Manager
- Gareth Phillips - Project Manager
- Tim Purkiss - Technical Product Manager
- Kevin Mortimer - Head of Operations