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 organization, including human resources, legal, marketing, facilities, and sales. ESM is a means of extending service management across an entire organization, often from IT service management (ITSM) . ESM provides an integrated view of core service business processes, often in real-time, using common databases. ESM systems track business resources, including people, parts, and assets, and the status of customer commitments, such as service requests, orders, repairs, and service-level agreements (SLAs) . The applications that comprise the system share data across various departments (customer service, technical support, sales, field service, etc.), which then use the information for their work. ESM facilitates information flow between departments and coordinates activities with external resources.
ESM helps organizations articulate their services and offer them in a consistent way through a unified portal, accessible 24/7. It breaks down internal silos and helps define and clarify internal services, creating a holistic approach to processes and workflows that benefit all employees. ESM can improve visibility and access to enterprise services of all forms, accelerate service delivery, and support core ITSM processes, such as incident, problem, change, request, and service asset and configuration management. ESM can also help organizations adopt a more agile approach to service delivery, be more responsive to changing business needs and customer demands, and build a culture of continuous improvement.
