Enterprise service management (ESM) is a category of software driven service governance services, usually a suite of integrated applications used by a service company to capture, manage, record and analyze data critical to the performance of its services. Enterprise Service Management is also a term used to sometimes generically describe the use of service processes and technologies within an organization. It is supposed to be a broader term (such as ERP and EAM) unlike IT service management (ITSM) which only concerns the management of IT services. ITSM and ESM conceptually are the same, there are also differences. Enterprise service management is also a term used to generically describe the use of service processes and technologies across an organization. The term is broad in comparison to ITSM, which only concerns the management of IT services.
Enterprise service management (ESM) is a way of extending service management across the organization. Enterprise service management (ESM) ten to provide the view of core service business processes in real-time. It helps to track the core business resources including data of people, customer requests, orders, repairs and also manages the service-level agreements (SLAs). ESM facilitates information flow between customer service, technical support, sales, field service, etc and coordinates activities. The ESM :
- Reduces the overheads
- Increase predictability
- Increase process efficiency
- Achieve operational visibility
- Support better governance
- Reduce technical costs
- Break down silos
