Enterprise Service Management (ESM)

Simple Definition for Beginners:

Enterprise Service Management (ESM) uses software and best practices to manage and improve the services a company provides, both internally to employees and externally to customers.

Common Use Example:

A company uses an ESM system to streamline its IT support, HR services, and facility management. Employees can use a single platform to request IT help, submit HR queries, and report maintenance issues, ensuring quick resolution and improved service quality.

Technical Definition for Professionals:

Enterprise Service Management (ESM) extends IT service management (ITSM) principles beyond IT to other areas of the organization such as human resources, finance, facilities, and customer service. ESM involves using a unified platform to automate workflows, manage service requests, and improve service delivery across all departments. It integrates processes, technology, and people to create a standardized approach to service management, enhancing efficiency, reducing costs, and improving user satisfaction. Key components include service catalogs, request fulfillment, incident management, knowledge management, and performance analytics.