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ITSM
Enterprise Service Management
Quick Definition
The extension of IT Service Management principles and capabilities to non-IT business functions such as HR, facilities, finance, and legal.
Detailed Explanation
ESM applies the proven practices of ITSM — service catalogues, incident management, request fulfilment, knowledge management — to every department in the organisation.
For example, HR uses ESM for employee onboarding requests, facilities for maintenance requests, finance for invoice processing, and legal for contract review workflows. The same ITSM tools (ServiceNow, Jira Service Management, BMC) support ESM.
ESM improves efficiency, user experience, and visibility across the entire organisation — not just IT.
Related Terms
Relevant Frameworks
ITIL