Improving Enterprise Service Delivery through ESM

Man in a business suite with his hand held out with a digitally created cloud.

In business, the guiding principle is that the customer is always right. As such, companies take customer satisfaction and service delivery very seriously. That emphasis on service delivery to customers can mean that service delivery to employees gets put on the back burner.

Service delivery to your own employees is actually quite important – it enables them to do their jobs easily and without damaging morale. That’s where enterprise service management comes in. Read on to learn more about ESM, its benefits, and how it can be deployed in various industries.

What Is Enterprise Service Management?

Enterprise service management (ESM) is all about aligning enterprise services with the needs of the business. It ensures that the right processes, people, and technology are in place so that the organization can meet its business goals.

ESM is an extension of ITSM. In ITSM, the goal is to deliver IT services as efficiently as possible so that the business can operate efficiently and effectively. ESM takes those principles and applies them to delivering enterprise services.

What Are the Benefits of Enterprise Service Management?

There are a number of benefits of ESM:

  • A better user experience. Today’s employees are frustrated by inefficient processes at the workplace. With a more efficient way of accessing mission-critical services, they can complete their tasks quickly.
  • Better ROI on your ITSM solution. Your ITSM solution can also be used for ESM. That means it brings even greater value than its initial investment.
  • Greater effectiveness than manual processes. At many organizations, delivering enterprise services is a manual affair. Manual processes are error-prone, and requests for services can slip through the cracks. ESM solutions virtually guarantee that doesn’t happen – every request is documented so there’s always a record, which leads to a much higher chance that the request will be fulfilled.
  • More control and visibility over your processes. With ESM, you can tell which tickets are open and which have been fulfilled. ESM solutions offer increased transparency which makes it simple to determine what work is or has been done by each team or team member.

Enterprise Service Management, the Next Generation of ITSM.


Which Industries Are the Best Fit for Enterprise Service Management?

Any industry is a good fit for ESM. That being said, some industries offer especially great use cases. Healthcare, government, education, and energy are all excellent examples of industries that can benefit from ESM.


Healthcare practitioners are in the business of saving lives. They shouldn’t have to worry about requesting services. That’s where ESM comes in. 

ESM makes sense to implement in a healthcare organization. An existing ITSM solution can also be used to deliver enterprise services, so you can leverage your current investment. What can an ESM solution do for the healthcare industry?

"In a 2017 study, 65% of high-maturity IT organizations used ITSM tools such as ESM outside of the IT department"

Let’s say a medical team needs to book a surgical suite. With an ESM solution, a user opens a chatbot or navigates to a self-service portal and asks what surgical suites are available. Within seconds, the ESM solution provides an answer and asks the user if he or she would like to book one of those rooms. This saves time, effort, and confusion.

Construction worker on a latter outside.Government

People have long derided governments as being inefficient due to extensive bureaucracy. ESM can help cut through some of that red tape. We’ll illustrate with an example. 

Let’s say an office within a government agency needs to purchase more office supplies. Instead of filling out form after form, an employee could navigate to the self-service portal or open a chatbot window. He or she can type in what office supplies are necessary, and the ESM solution will enter that request into the procurement system, where it can be reviewed and either accepted or rejected. This approach is significantly more efficient because it’s not manual, which helps to eliminate errors and it takes less time. 


The education sector can also benefit from ESM. Students, instructors, and staff members all need to access services, even if educational institutions aren’t traditionally considered part of the enterprise. ESM allows them to do so in an efficient, effective manner.

A modern ESM solution can be part of your existing ITSM tools. As many ITSM solutions are run in the cloud, they’re mobile-friendly. This is a boon for students at higher education institutions. 

"ESM is getting a lot of attention because it speaks to themes of speed and quality" - Stephen Elliot, Program Vice President, IDC

We’ll use another example. A student wants to start a new club and needs a space in which to hold meetings. He or she can use a mobile device to open a chatbot window or navigate to the self-service portal to find out what rooms are available on campus. The ESM solution provides that information, then asks the student if he or she wants to book any of those rooms. 

Going through Facilities Management, with its manual processes, is time-consuming and frustrating. ESM speeds up room booking (as well as the fulfillment of other enterprise service requests). 


ESM is actually a natural fit for the energy sector. There are a number of tasks that could be made more efficient through the use of an ESM solution. 

Facilities workers in the energy industry have a variety of responsibilities: they have to perform preventive maintenance tasks, respond to user requests, make emergency repairs, and carry out scheduled maintenance. For these activities to be completed, there needs to be a stable, reliable scheduling mechanism in place. 

"Consolidating the delivery of services into a single endpoint reduces costs by 15-30%"

That’s where ESM comes into play. A user opens a chatbot or navigates to a self-service portal to request maintenance. The ESM solution checks the facilities workers’ schedules and offers the user some options for times and dates. With that information, the user chooses the most suitable appointment, and then the facilities staff is notified electronically. 

With ESM, there are no more “crossed wires” regarding scheduling. There’s a clear record of who needs what service and at what time. ESM can help the energy sector realize time and cost efficiencies.

Enterprise service management offers a variety of benefits to a number of industries, including healthcare, education, government, and energy. It improves user experience, is more effective and efficient than manual processes, delivers greater ROI on your ITSM solution, and gives you greater visibility into your processes, saving time, money, and resources. To learn more about enterprise service management, request information

Interested in ways to apply forward-thinking approaches to ITSM? Our eBook, Why Digital Transformation is Shifting IT from Reactive to Proactive! describes four approaches to create a proactive ITSM solution: 1) improve end-user satisfaction, 2) anticipate & predict issues before they become problems, 3) anticipate and prioritize workload and staffing requirements, and 4) gain insights in order to predict future trends. Download and read the ebook for full details.


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