10 top enterprise service management systems—and how to choose

What is enterprise service management?

Enterprise service management (ESM) is the practice of applying IT service management (ITSM) principles and capabilities to improve service delivery in non-IT parts of an organizations, including human resources, legal, marketing, facilities, and sales. ESM aims to make it easier and more efficient for companies to deliver and support employee services.

ITSM was designed to automate the delivery of IT services a company provides to its end users and handle large amounts of IT requests quickly and efficiently—for example, when workers use their organizations’ portals to request new laptops or have their passwords reset. This is the same capability ESM applies to non-IT services.

An enterprise service management system enables any business unit to efficiently provide its own services. Examples of ESM include employees using portals and apps to request time off, ask for copies of their pay stubs, or apply for new positions in their companies.

Benefits of enterprise service management

Automating various aspects of service delivery allows companies to support customer and employee needs more quickly and more consistently, according to Susan Salgy, owner of consultancy WebWise Solutions LLC.

“The main benefits from a business point of view are that you can get more work out of your current workforce because [ESM] automates and simplifies manual processes,” Salgy says. “Sometimes [ESM] uses AI and machine learning to super speed up processes. And it also keeps your customer requests and employee requests for service from falling between the cracks.”

Additionally, ESM breaks down the barriers between services that are siloed in various business units since all employees have access to the information and the tools they need to be productive, Salgy says.

Take onboarding a new employee for example, HR and IT have to work together closely to complete a number of steps—steps that can be manual and error-prone.

With ESM, there’s a coordinated approach between the departments that details a consistent workflow to bring the new worker into the system, Salgy says. Then the facilities department receives an alert that it needs to set up a new workspace, and IT is notified that it needs to ensure the worker has a new laptop and access to the network. Since all these steps are automated, there is a consistent sequence in place that ensures nothing slips through the cracks.

“This also leads to better communication and improved collaboration, which is especially beneficial for remote or hybrid workforces,” she says.

In addition, having these standard procedures and consistent rules across the business can result in a better experience for individual employees and teams. Workers who use a self-service portal along with a knowledge management database and an ESM system will spend less time searching for information and more time doing more productive work.

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