What is Enterprise Service Management (ESM)?
Enterprise Service Management (ESM) extends IT Service Management (ITSM) principles to various service teams within an organization, with departments like HR and Facilities now adopting service management structures to enhance operations. ESM involves managing service demand and supply through a common platform, portal, and service catalog while leveraging PaaS/low-code development tools for innovation and workflow automation.
For instance, HR teams can use service request management to handle employee inquiries and policy questions more efficiently, and Legal teams can adopt incident and problem management practices to address contract-related issues promptly. Similarly, content teams launching webpages can also benefit from employing change management techniques used by development and operations teams. By embracing ESM, organizations optimize service delivery and streamline business-centric use cases.
In this guide, you will learn what ESM is and understand how it can empower any team to deliver outstanding service.