Enterprise Service Management (ESM)
One System to Serve Them All
What is ESM?
Enterprise Service Management (ESM) is the extension of IT Service Management (ITSM) principles, workflows, and technologies to non-IT functions such as Human Resources (HR), Finance, Legal, Facilities, Procurement, and more. ESM brings a standardized, service-oriented approach across departments to manage internal requests, streamline operations, and enhance employee experience.
Which tools from our Portfolio offer ESM?
Which product would be the right fit for you?
In the Forrester Wave™: Enterprise Service Management, Q4 2021, Freshworks' Freshservice was named a Strong Performer, recognized for its rapid time-to-value, AI-enhanced alerting, and on-call scheduling capabilities—making it especially well-suited for small to midsize organizations looking to build or mature their ITSM and ESM practices.
More recently, in the Q4 2023 edition, ManageEngine's ServiceDesk Plus was also positioned as a Strong Performer, with Forrester commending its advancements in single-touch workflow automation and AI-driven service features that significantly enhance enterprise-wide service efficiency. These recognitions affirm both platforms as capable ESM solutions, each offering unique strengths aligned with organizational scale and digital maturity.
Key Benefits of ESM for Businesses
Unified Service Delivery Platform
Centralizes service requests and support across departments in one self-service portal.
Enhanced Employee Experience
Employees get a consistent support, regardless of whether the request is for IT, HR, Legal, etc.
Improved Collaboration & Transparency
Encourages cross-functional coordination through common workflows & shared visibility.
Operational
Efficiency
Reduces redundancy and manual tasks via workflow automation, approvals & routing across teams.
Standardized
Processes
Applies structured ticketing, approvals, SLAs & knowledge bases beyond IT—reducing email-based chaos.
Data-Driven
Insights
Enables performance tracking & reporting across business functions for continuous improvement.
Download our whitepaper to plan your journey of transformation.
This whitepaper contains a blueprint on how to gauge indicative signs from within the organization that a transformation is necessary, all the way to planning the whole digital transformation roadmap.
Start your ESM Modernization journey with us.
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