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What is Enterprise Service Management (ESM)? Enterprise Service Management – often referred to as ESM, is the extension of IT Service Management (ITSM) principles to enable better service delivery …

Enterprise service management (ESM) is the application of IT service management (ITSM) principles and capabilities to non-IT functions such as HR, facilities, legal, finance, payroll, and procurement.

ESM takes the principles of service management and extends them to other departments such as HR, customer service, finance, or procurement to help streamline, harmonize, and digitalize their processes.

Jul 23, 2025 · Enterprise Service Management (ESM) is an approach that extends the principles of IT Service Management (ITSM) beyond IT departments to other areas of an organization.

Jan 4, 2025 · “ESM is the use of IT service management (ITSM) principles and capabilities in other business areas to improve their operational performance, services, experiences, and outcomes.”

Your ESM tool should give you clear, actionable insights into how your service operations are really performing. Look for advanced reporting and analytics features that track key metrics like ticket …