Examples of Enterprise Service Management

Here are the Benefits and Examples of Enterprise Service Management

Enterprise Service Management and its examples help organizations successfully utilize the solutions effectively. Moreover, there has been a

Enterprise Service Management and its examples help organizations successfully utilize the solutions effectively. Moreover, there has been a significant increase in the usage of cloud services. Hence, while looking for services businesses must have come across terms such as ESM or ITSM.

Further, to run operations effectively businesses must know the importance and benefits of adopting service management. Enterprise Service Management or ESM is the complete digital transformation of a business. 

ESM is now also easier than it was earlier with the advancement in technology and solutions available. Above all, the benefits of ESM help enhance and increase business opportunities by fast-tracking the process of digital transformation.

As a result, in this article, we will learn more about Enterprise Service Management, its benefits, and examples.

Benefits and Examples of Enterprise Service Management

What is Enterprise Service Management?

Enterprise Service Management is the use of IT Service Management principles and capabilities in business operations. ESM also acts as an extension of ITSM where it works with different departments within an organization.

Moreover, it is the ability to manage processes throughout the different areas of a business. Hence, it includes IT, Human Resources, Facilities, etc. basically it comprises of all processes in the b

Therefore, in order to understand the enterprise service management framework here is a basic definition “Enterprise systems management is the practice of applying IT service management to other areas of an enterprise or organization with the purpose of improving performance, efficiency, and service delivery.”

ESM is an approach that enables services to businesses by adopting service management practices. ESM also adopts what works best in ITSM and applies it throughout the enterprise. Further, it mirrors various components of ITSM like:

  • Service Management Theories and Principles.
  • Structures and Technologies like:
  • Service desks.
  • Incident request and change management software.
  • Self-service.
  • Use of automation.

Types of Service Management:

  • Change Management:
    It refers to a service that is conflicting with business expectations, there is a requirement to modify, expand or alter it.
  • Asset Management:

Any service requires both software and hardware asset to operate. Hence, it is important to manage and monitor the assets for more efficiency.

  • Project Management:

Often various services develop through different stages of a lifecycle in different spans and speed. Therefore, project management assists organizations to manage services and avoid issues. 

  • Knowledge Management:

Knowledge Management often navigates through various processes. Moreover, it helps avert duplication of work or tasks and discovery by organizing and availing information about various services.

  • Incident Management:

When there is a performance issue or outage that halts any process, a service desk must address and resolve the issue. It also helps restore the availability and make advancements to prevent reoccurrences.

Best Enterprise Service Management Tools According to Gartner

TOPdesk provides a complete solution for Enterprise Service Management. It is also a simple and user-friendly tool that easily integrates with 3rd party tools and processes.

BMC Helix Remedyforce is a comprehensive, modern, flexible and predictive enterprise service management for mid-size companies. Moreover, the solution is built on the Salesforce cloud. It also enables seamless collaboration between IT operations management and cognitive capabilities. Hence, it ensures that the business processes are efficient, compliant, and secure.

Assyst is a next-generation AI-driven Enterprise Service Management Solution. Moreover, its AI and ML capabilities enable smarter and better delivery of services. 

Understand the difference between ESM and ITSM

Firstly, ESM is a product of ITSM. Moreover, ESM enables businesses to manage and monitor beyond IT. Also, ESM considers its employees and customers as end-users who use non-IT services.

Further, ITSM is a process-based IT Management Framework. It also helps manage and deliver IT services for the business. ITSM considers its end-users to be customers or employees that utilize only IT services.

Here are the Benefits of Enterprise Service Management

  • Enhances Productivity and Reduces Costs: 

The uniform procedures in ESM help companies decrease the cost by almost 50% and increase productivity by 30%. It also streamlines efficiency while lowering overall operational costs as the issues are resolved faster with lesser downtime.

ESM also monitors assets and equipment to help rapidly changing remote work environments. Further, equipment and other assets that may have been assigned to employees are easier to track when an asset management software integrates with an ESM solution.

  • Increase in ROI for the Business:

When an ESM solution collaborates with an ITSM tool it provides more return on investment. That is to say, businesses that utilize ESM solutions for overall operations have the potential to gain more benefits.

  • Boost Self-Service Efficiencies:

ESM certainly improves and boosts self-service efficiency when it collaborates with self-service technology. Moreover, there are various self-service capabilities for HR, Marketing, etc that collaborate to increase the use of ESM tools.

  • Enhance Communication and Collaboration:

ESM provides businesses with the tools to integrate processes which in turn improves communication and collaboration. It also helps teams and processes to collaborate easily even while working remotely.

  • Develop Visibility and Governance:

In an organization, there may be multiple employees. Moreover, it is important that their progress is monitored on a regular basis. Hence, this increases the visibility for the employee and their respective managers. Therefore, ESM maintains the data of employees and their performances to ensure high productivity.

  • Evolution of Standards within the Business:

When there is a consistent process and compliance businesses tend to expand their horizons. ESM along with acknowledgment management database improves the potential of the process. Hence, this helps businesses identify their standards and work upon enhancing and evolving them constantly.

  • Enhancing Customer Experience:

Above all, when a business improves their productivity and their processes, automatically they provide their customers and clients with the best services. Further, with enhanced communication and collaboration employees can make internal requests which are resolved rapidly. Hence leading to a faster response for customers and clients, improving their experiences.

Here are some Real-Life Examples of Enterprise Service Management

  • Example of Enterprise Service Management in Customer Service:

Businesses, regardless of their industries need to cater to their customers and clients. Further, there is a requirement to manage customers and meet their needs and expectations.

Therefore, with ESM businesses can now meet these expectations. As a result, customer service employees can send in a request for additional support in high-volume scenarios. Hence, with ESM businesses can meet requirements and satisfy customers even in high volumes.

  • Enterprise Service Management Examples for IT Teams:

IT teams often work with automated service requests and various other processes. It certainly helps teams rely on IT services that provide software, processes, and tools.

ESM also helps IT teams improve efficiency to deal with workloads and also streamline service delivery.

Moreover, with ESM, IT teams can develop more user-friendly projects by accessing insights and knowledge from other teams. Hence, ESM helps IT teams to resolve more queries, automate service delivery, and develop more solutions.

  • Example of Enterprise Service Management in Accounting and Finance:

ESM works with various processes with an organization. Although, it is not the first solution that comes to mind when it comes to accounting and finance.

However, it plays a very important role in accounting and finance as it deals with all business transactions. Whether it is incurred expenses or payment tracking, ESM can support and monitor these tasks. Hence, instead of manual processes, employees can just submit documents and request payment online. Therefore, ESM helps save time and cost by streamlining processes to improve efficiency.

  • Enterprise Service Management Examples for Procurement:

Procurement is an important process in Human Resources especially when people dislike going through it. Moreover, it is a monotonous process as it requires HR professionals to track large sets of data for the best option.

This is where ESM brings in automation. HR professionals only need to submit their entries in the system, and it examines the data to provide the best outcome.


In conclusion, Enterprise Service Management and its examples help businesses revolutionize their operation. It also leads businesses to a complete digital transformation while improving communication.

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About Jason Hoffman

I am the Director of Sales and Marketing at Wisdomplexus, capturing market share with E-mail marketing, Blogs and Social media promotion. I spend major part of my day geeking out on all the latest technology trends like artificial intelligence, machine learning, deep learning, cloud computing, 5G and many more. You can read my opinion in regards to these technologies via blogs on our website.