[ The Definitive Guide ]

Enterprise Service Management

Leveraging ITSM Beyond IT Teams


April 30, 2021


HR, Finance, Legal, Scheduling, Security or even your office carpool service-the Midas touch of IT Service Management extends beyond IT teams today. Here’s how Enterprise Service Management or ESM is driving digitalization across departments in modern organizations today.

If ESM had a bio, it would read: “ITSM for the rest of us”. A slightly more detailed introduction to Enterprise Service Management would make it clearer: ESM is the practice of applying IT Service Management to other areas of an enterprise or organization with a view to improve efficiency, overall performance and service delivery in the way an organization functions internally.

According to Forrester, ESM is “extending IT service management capabilities beyond technology services to address business-centric use cases; managing service demand and supply through a common platform, portal, and service catalog; and speeding up innovation and workflow automation through PaaS/low-code development tooling.”

By extending ITSM principles, ESM facilitates better service delivery for business teams-including but not limited to the likes of Human Resources (HR), Legal, Customer Care, Administration, Facilities, Security, Marketing, Finance teams.

ITSM and ESM - are they the same thing?

An overview of the current landscape

ITSM is the way of managing and delivering IT services to an organization’s clients—which might include both internal and external customers. However, ITSM strategies don’t inherently apply to business processes beyond IT. That is the fundamental difference between ITSM and ESM.

ESM on the other hand, rests on the foundation of IT workflows so that even non-IT teams can better manage service demand and delivery with a service management tool. In ESM, ITSM objectives are adopted to meet the unique business needs of each department, thereby ensuring everyone has access to a single frame of reference and can seek help in a consistent way.

Step-wise implementation of ESM


Absence of internal communication between various departments in an organization


Moving to a shared tool, usually combined with aligning terminology for processes across the organization


A common service desk for customers


Signs of collaboration become observable as different departments align


Different teams now use a shared internal process for service delivery


Once the services are operational, it is ensured that work/requests are resolved and routine operational tasks are taken care of


Assessment is conducted to see if services are being delivered as promised

The entire process helps an organization’s IT, team, by relieving them of excess workloads and streamlining service (work) delivery through automation. An easy to access, user-friendly process to explore knowledge means users can solve their own problems almost instantly, in contrast to waiting for help or calling up the service desk.

Benefits of ITSM

  • Optimized processes, workflow, automation, and alerting eliminates unnecessary manual intervention. Thanks to ESM, self-service and self-help capabilities are easily accessible by employees.
  • Conflicts or gaps in inter-departmental communication become significantly lesser.
  • No more worrying about losing requests in a barrage of emails or delays caused by slackers!
  • Service provider gets an edge on better delivery in terms of employee expectations across ease-of-use, self-service, service request catalogs, knowledge resource, collaborative capabilities, etc.
  • ESM opens up scope for anytime-anywhere access to services and information. Its foundation rests on customer- centric support.
  • Expected results are delivered correctly and in the shortest possible time.
  • Improved visibility and governance within the company.
  • Increased process efficiency within service domains to keep operational costs as low without compromising the quality or deadline.

Did you Know?

Improving the customer experience is a business driver for expanding Service Management outside of IT, said 77% of the survey respondents in an HDI study.

Which teams can use ESM?

Wondering which teams in your business could benefit the most from ESM? Sample what this 2019 EMA report titled “Enterprise Service Management: It’s Closer Than You Think” has to say to that. “When you find situations where end-users, employees, or customers are currently using email or phone calls to request information or services, they are falling off-the-tree ripe for ESM.”

Find out your ESM requirement score with this quiz

Let’s determine if your business needs ESM.

If answers to 3 or more of the above questions is YES, your business, irrespective of size, could benefit from ESM.

Get in touch with an expert to discover more about how ESM can benefit your business

ESM & Digital Transformation:
Automated Service Delivery for non‑IT departments

Human resources (HR): Handling requests for leave, life updates, orientation, and recruitment, improving compliance with employee engagement, queries related to compensation and employee policies, and more.

Customer Service: It’s a no-brainer, as this department is always dealing with a barrage of requests. While some can be resolved without much effort or time, others demand research and advanced expertise.

Accounting and Finance: Be audit-ready, 24×7, and easily approve expenses, sending invoices, tracking payments. Make use of work queues designed for collaboration and prioritization.

Creative & Marketing teams: Requesting new creative assets or approving design templates, applying timely changes to a website, tracking deadlines, etc.

Legal: Existing paper documents are digitized for easier storage, retrieval, and use in the future. Approve and certify documents, tracking documents including NDAs and supplier contracts, policy drafting, and patent application filings, etc.

Purchasing/procurement: Processing purchase orders, generating quotes, and authorizing discounts and price adjustments. Change management with existing inventory or assets

Security: Standardized incident response processes to combat risk through quick resolution and streamlined communications. Onboard new employees and perform security checks and audits easily.

Administration: Request office supplies, manage carpool and courier services or track which conference room is occupied for the week.

Facilities/building services: Manage requests for repairs, office relocations, parking slot, or office decor needs.

Did you Know?

In its second annual analyst evaluation of the growing enterprise service management (ESM) landscape, Forrester evaluated 15 vendors across 23 criterion, and results revealed Atlassian as a strong performer with increased market presence and the highest-ranked vendor in ESM strategy.

Trivia Corner

A 2018 HDI survey and report, “The State of ESM,” found that:

  • 84% of organizations currently have a formal ITSM tool
  • 91% of respondents with a formal ITSM tool state that their ITSM tool can be used outside of IT.
  • 63.5% of respondents currently use, or plan to use, their ITSM tool outside of IT

In 2014, 68% of respondent organizations said they were using a service management solution (i.e., tool). In the 2018 study, 84% said they have a tool.
In organizations that have expanded service management to non-IT areas, employee satisfaction has increased and productivity has risen.

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