Enterprise Service Management (ESM)

Enterprise Service Management (ESM) is the application of ITSM principles and methods to business areas outside IT. While ITSM traditionally focuses on IT departments, ESM applies service management best practices to HR, finance, facility management or other departments, for example. This creates uniform processes and workflows across the organization, which breaks down silos and improves collaboration.

The goal of ESM is to anchor the service mindset throughout the organization and to help all internal service teams – not just IT – work more efficiently and handle employee requests faster and more transparently. In practice, this means, for example, that employees can submit not only IT tickets via a central service portal, but also HR requests or facility needs. ESM thus leads to greater efficiency and transparency in all areas and ensures consistent service quality throughout the organization. The methodological basis is provided by ITSM; dedicated Enterprise Service Management solutions extend these practices to the business units.

See also: Service Desk.