Enterprise Service Management – often referred to as ESM – is the extension of IT Service Management (ITSM) practices to service teams across an organization. While departments like HR and facilities have long offered internal resources and support to other teams, they’ve recently begun applying service management structures to their work.
Forrester explains that extending service management from IT to more business-centric use cases typically involves "managing service demand and supply through a common platform, portal, and service catalogue; and speeding up innovation and workflow automation through PaaS/low-code development tooling."
For instance, teams that receive a high volume of employee requests, like HR, responding to policy questions or legal providing contract support, are embracing service request management to advance beyond providing ad hoc support via email and phone and focus more on what matters. An events team that finds something wrong with a venue could follow incident and problem management practices to rapidly resolve the issue, and later determine the root cause of it. A content team trying to launch a new webpage may adapt the change management approach that Dev and Ops teams use when pushing changes to code.