Enterprise Service Management

ESM builds on the principles of IT Service Management (ITSM) and extends them to ensure optimised service delivery in various areas of the company such as human resources, legal, facility management, marketing and finance.

ESM integrates all processes of IT service management, customer service management, project and portfolio management as well as HR and facility management at company level. The central idea of ESM is the standardisation of all service desks in the company and the standardisation of processes and services.

The main advantages of ESM are manifold:

• ESM provides a standardised overview of all business processes throughout the company.
  
  
• ESM helps to increase the efficiency and effectiveness of service provision within the company.
  
  
• ESM ensures a standardised and controlled delivery of services.

As a rule, ESM is implemented as a software solution that also covers all ITSM processes in the IT departments. Successful companies are increasingly relying on the ServiceNow platform. As an important part of the IT strategy, ESM helps companies to make informed decisions about IT investments and to organise the IT transformation in such a way that it supports the company on its path into the future.