An agency in British Columbia is seeking a robust and scalable Enterprise Service Management (ESM) platform to enhance and modernize its service delivery across multiple business functions. The desired solution should provide comprehensive workflow automation, self-service capabilities, and facilitate cross-functional workflows that can be utilized by various departments including IT, HR, Procurement, and Finance.

The platform must offer a centralized Configuration Management Database (CMDB) and a service catalog to improve asset and service management. Key requirements include advanced reporting and dashboard tools, as well as features that drive collaboration among shared service teams by breaking down operational silos and enhancing cross-functional visibility.

The solution should also empower users with self-serve access via the customer portal while accommodating separate network account structures. Additional requirements include low-code automation tools to optimize workflows and seamless integration with Microsoft Outlook for notifications and task management. Integration capabilities should align with the enterprise integration architecture, supporting platforms such as Integration Hub, Azure ESB, API Catalog, and real-time event streaming for timely updates.