ESM
Updated at: 6 December 2024
ESM stands for Enterprise Service Management. It is a set of practices and technologies aimed at improving an organization's services. ESM is based on the IT service management principles of ITSM, but expands its scope. ESM includes services beyond traditional IT: human resources, financial management, and procurement. The goal of ESM is to provide a unified and consistent approach to service delivery.
The term ESM-platform usually implies a common cloud-based information system, where employees from different departments get the opportunity to automate and optimize their own service activities on one platform and at the same time maintain the level of cooperation between service departments necessary for operational work.
ESM increases efficiency, quality and satisfaction with services. Application of the methodology reduces costs and provides a strategic approach to service delivery that is aligned with the goals and objectives of the business.