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Optimize

Optimize is a shared Chancellor’s Office platform that provides CSUSB with a modern, standardized ESM solution. Faculty, staff, and students will benefit from improved usability, mobile-friendly and responsive web forms, and a more streamlined experience for submitting and tracking requests. The platform also supports greater consistency, scalability, and long-term sustainability across CSU campuses.

Timeline

Optimize Timeline

 

Project Details

What:

This project involves migrating existing automated forms and workflows from the current Enterprise Service Management (ESM) platform, Cherwell, to ServiceNow, a new ESM platform branded as Optimize, implemented and supported by the Chancellor’s Office (CO).

 

Why:

The current ESM platform, Cherwell, is scheduled to reach end-of-life beginning in December 2026 and will no longer be supported. Transitioning to ServiceNow ensures continuity of service, ongoing vendor support, and access to modern ESM capabilities.

 

When:

The transition is occurring in phases:

  • Guest Parking Permit form: live September 2025
  • ITS Request Intake: live November 2025
  • Facilities Student Assistant Key Renewal form: live December 2025
  • Computerized Information Access (CIA) form: going live January 2026
  • HR Class & Compensation and Student Employment forms: planned for July 2026
  • Accounts Payable forms: planned for Fall 2026

Project Team:

  • Project Manager: Brandon Sierra, Director of Administrative Computer and User Experience