Credit: Photo 113658220 © Anyaberkut |

Enterprise service management (ESM) is the practice of applying IT service management (ITSM) principles and capabilities to improve service delivery in non-IT parts of an organisations, including human resources, legal, marketing, facilities and sales. ESM aims to make it easier and more efficient for companies to deliver and support employee services.

ITSM was designed to automate the delivery of IT services a company provides to its end users and handle large amounts of IT requests quickly and efficiently—for example, when workers use their organisations’ portals to request new laptops or have their passwords reset. This is the same capability ESM applies to non-IT services.

An enterprise service management system enables any business unit to efficiently provide its own services. Examples of ESM include employees using portals and apps to request time off, ask for copies of their pay stubs, or apply for new positions in their companies.

Benefits of enterprise service management

Automating various aspects of service delivery allows companies to support customer and employee needs more quickly and more consistently, according to Susan Salgy, owner of consultancy WebWise Solutions LLC.

“The main benefits from a business point of view are that you can get more work out of your current workforce because [ESM] automates and simplifies manual processes,” Salgy says. “Sometimes [ESM] uses AI and machine learning to super speed up processes. And it also keeps your customer requests and employee requests for service from falling between the cracks.”


By admin