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Enterprise Service Management - or ESM - is the extension of IT Service Management (ITSM) to enable better service delivery for business areas such as Human Resources (HR), Legal, Facilities, Marketing and Finance.
It's not always obvious, but all teams provide a range of services that are typically accessed indiscriminately. HR teams are paged on Slack to get payroll information, building teams are emailed about urgent repairs, and IT teams are visited in the office to ask about replacing laptops.
ESM helps organizations articulate their services and deliver them consistently through a unified portal that is accessible 24/7.
HR Managers have to answer numerous queries about various HR topics every day. We tailor your service desk to the needs of HR teams - equipped with suitable automations, workflows, consulting budget, and more.
Instead of ITSM versus ESM, it's now ITSM plus ESM. A great ITSM implementation helps organizations expand their success by standardizing services and optimizing workflows.
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