Enterprise Service Management: characteristics and benefits

What is the correct definition of ESM? What are the main features? What are the advantages for companies? Let’s see together what are the objectives and benefits of Enterprise Service Management.


To give a correct definition of Enterprise Service Management, let’s start with its objectives.
The ESM is an integrated approach to the management of business services with the aim of improving service quality and user satisfaction.
Through a single platform, users are in the center and companies can coordinate the various departments and organizational units around him/her.
In summary, when we talk about Enterprise Service Management platform we are referring to a tool that, through the use of integrated technologies, helps organizations standardizing and structuring internal processes among various business areas.


The two concepts, that of ESM and ITSM, are very close. In general, we can say that the ESM lays its foundation on ITSM and the ITIL (IT Infrastructure Library) best practices.
ITSM objective is supporting the management of IT services; whereas Enterprise Service Management also uses its capabilities and processes to improve operational efficiency and service delivery. ESM uses the same principles, structures and technologies of ITSM and applies them to various business areas such as Human Resources, Purchasing, Sales, etc.

The key difference is that ITSM focuses primarily on organizational processes and the technical aspects of IT Service operations. The ESM, on the other hand, focuses on business-oriented use cases and covers business needs that are not strictly technical.

In fact, Enterprise Service Management aims to better serve users and standardize intra-departmental operational processes, leveraging the experience of the ITIL methodology already used in IT Service Management. The ultimate goal remains to support companies in their digital transformation process.


Among the main peculiarities of Enterprise Service Management, we find:

A self-service user portal available 24/7. Access the information you need from anywhere anytime.
A Single Point of Contact (SPOC) that improves efficiency and productivity. Adopt Artificial Intelligence, Machine Learning and Advanced Analytics to offer an enhanced experience.
Backend tools for the development of flexible applications and services, with maximum portability and rapid implementation.
An optimized knowledge management. Offer a self-service knowledge base with services and FAQs available to the public.
Customized workflows and approval processes to allow teams delivering standardized, repeatable and scalable services. Automatically identify common patterns in the problems encountered by users over time.


The benefits companies can obtain adopting an Enterprise Service Management platform are many:

improved operational efficiency thanks to the use of automation and operational workflows. This allows a more secure process management with consequent error reduction;
greater collaboration between departments and more generally among team members thanks to automatic and integrated processes;
better work quality which generates a better quality of the service offered;
improved and efficient communications. The introduction of a single point of contact, a shared knowledge base and a request catalog allow to optimize the user experience. Optimizing self-service activities allows for a reduction in workload too;
more visibility on the operations and services offered as well as a more transparent performance management.

The ESM therefore allows for a coordinated approach between departments, better communication and collaboration as well as improved operational efficiency.

An opportunity for all companies to improve collaboration between company functions but also an opportunity for the IT department to support company service management in an optimal way.

Do you want to test an Enterprise Service Management Software platform? Activate your free demo.

subscribe to our newsletter

We send out useful newsletters about new features, release of latest Deepser updates, and more. Sign up!