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 for business teams like Human Resources (HR), Legal, Facilities, Marketing, and Finance. ITSM is how IT teams manage the end-to-end delivery of IT services to customers. One example of ESM is building a service desk that could be used by all teams across the organization. ESM builds on IT workflows so they can better manage service demand and delivery with a service management tool.

More than just another Service Desk

While other departments such as HR and facilities offered internal “services” they’ve never applied the structure and frameworks offered in ITSM. ESM emerged from the ITSM space and was largely coined by leading analyst firm Forrester.

Our customers frequently use Jira Service Management for departments like marketing, finance, and sales, with great success. Over 100 teams at Twitter, including HR, procurement, and facilities deliver services like employee onboarding and responding to facilities incidents with Jira Service Management.

ITSM plus ESM

Instead of ITSM vs ESM, it’s ITSM plus ESM. A great ITSM implementation helps organizations build upon their success and apply it to unify all teams, standardize service and streamline workflows. ESM picks the “best of the bunch” from existing ITSM principles that IT teams have relied on for years. ITSM excels at helping IT teams improve performance, effectiveness, and responsiveness, and being able to measure it all is what ITSM does well. It’s not just about blindly duplicating. It’s about intentionally adopting the principles of ITSM to meet the unique business needs of each department.

How ESM helps you by enabling Digital Transformation

Clarifying services and improvements

At a large organization, there is little visibility into the day-to-day of what the HR team does for the rest of the company. It’s not always apparent, but all teams offer a range of services that are generally accessed haphazardly. HR teams get pings on Slack for payroll information, facilities teams get emailed about urgent repairs required, and IT teams get office walk-by's to ask about laptop replacements. ESM helps organizations articulate their services and consistently offer them through a unified portal, accessible 24/7.

Breaks down internal silos

When it comes to onboarding a new employee, HR and IT need to work closely together through a myriad of steps, which can be extremely manual and error-prone. With ESM, an orchestrated approach defines a consistent workflow initiating the new employee into the system. Then the facilities are notified a new workspace is required, and IT is prompted to organize a new laptop and access. With all the steps automated, a consistent sequence is followed, ensuring no one drops the ball.

Uses automation to drive efficiency

Automating onboarding isn’t the only area that can be sped up. When all teams display their services through a ‘digital catalog’, processes are identified. IT teams can automate access to software systems or replacements of broken equipment, all while having everything tracked and logged.

Streamline control and governance

What is tracked can be measured. By defining services across all teams, work can be centralized and streamlined. For example, ID passes can be risky for an organization. If the requests are lodged through a service management tool, at the end of each month, facilities teams can look at outstanding passes and follow up. Before this, ID passes may never make it back from contractors.

User-friendly and reachable services

There is no point in putting something that is not usable or reachable. That is why Atlassian Cloud focuses on the best UI/UX experience with its modern interface. With templates for every use case, teams can easily spin up service desks that fit their unique requirements. Customize forms to collect the information they need to take action without the back and forth. 

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Why ESM with Atlassian Cloud & venITure

The combination of Atlassian tools and venITure's expertise as an Atlassian Enterprise and Platinum Partner forms the ideal foundation for implementing your ESM requirements and integrating and migrating them into your existing system infrastructure. In doing so, we always guarantee reliable results at low operating costs. The use of Atlassian products is scalable at any time and can thus lead to an increase in performance across departments.

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