ITSM – ESM Enterprise Service Management

While the concepts of IT Service Management (ITSM) and Enterprise Service Management (ESM) have been with us for almost a decade, tools that support these methodologies are not necessarily something that all organizations are informed about. 

In this guide, we plan to overview these methodologies and how they can help your company.


According to the ITIL 4 Glossary, ITSM is:

“The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.”

Put simply, ITSM is a set of procedures, policies, and business processes for managing the improvement, implementation, and support of customer-oriented IT services in line with your business goals.

ITSM covers various IT management frameworks that can be applied to decentralized and centralized systems for continual improvement. 

On the other hand, ESM involves the use of ITSM principles and ITSM software functionality to serve non-IT business functions and optimize their operational performance and service-based outcomes. 

For example, a DevOps team might use an ITSM solution to field service tickets from users of software they manage. Alternatively, a non-IT team, such as Human Resources, could use that same software to manage tickets related to onboarding and employee benefits.

The Impact of ITSM/ESM on Your Business

ITSM/ESM provides a framework for businesses implementing management standards around user support and customer service best practices. 

ITSM tools offer functionality that helps to streamline service delivery/service requests. However, they also provide incident management, change management, automation, and information security management functionality.

ITSM/ESM is designed to bring structure and organization to service-oriented IT and non-IT departments, helping you align IT operations (or non-IT operation use cases) with strategic business needs and goals.

Because of this, ITSM/ESM software is often sought by organizations undergoing a digital transformation that need to remove siloed operations and streamline business functions to improve productivity, efficiency and drive growth goals.

Advantages of Using ITSM/ESM Software

There are many advantages of implementing ITSM/ESM software and principles in your organization. We’ve included a few examples below:

Enhanced Efficiency 

Before COVID-19, budgets were touching a new ceiling year-over-year. This trend of increasing budgets was an indicator that economies were stable, but in the wake of the ongoing pandemic, the priorities of enterprise organizations have shifted.

Gartner predicted that IT spending would drop by 8% in 2020, with companies struggling to lower operational costs. This trend might also translate to hiring fewer employees to keep costs down.

That’s where ITSM/ESM comes into the picture. Companies that automate repetitive service management can refocus crucial human resources and increase productivity with its implementation. 

Reduced Operational Costs

Bringing down operational costs is more achievable with a ticketing system, which enables issues to be resolved more quickly, with less human intervention, and results in less downtime.

ITSM software also reduces cost by making it easier to track company assets and equipment. 

Consider a situation wherein you shared equipment and other assets with employees. These shared assets can become challenging to track without asset management software associated with an ITSM/ESM solution. Thus, assets may go missing and then require replacement.

Improved Self-Service Capabilities

Organizations leveraging self-service technology available with ITSM/ESM solutions maximize self-service efficiency. The right software can take care of various aspects, including HR requests, marketing requests, facilities requests, and more. In this way, ITSM/ESM boosts productivity and maximizes ROI.

Improved Communication and Collaboration

ITSM/ESM solutions allow companies to streamline service management and connect all parties through a single platform, which improves collaboration and communication. 

For example, let’s say you’re working on a project with a remote team member. ITSM/ESM software can provide project management tracking so that all parties can collaborate, no matter where they are in the world. You can track a particular request, ensuring that it has been addressed, and follow up on the status of a project dependency without having to communicate directly with team members who may or may not be available at that moment.

Better Customer Experience

ITSM/ESM solutions equip your employees with all the information and data they need to do their jobs and provide quick answers for customers in need of assistance.

For example, with a Jira Service Management and Confluence integration, when a ticket is submitted to the help desk, recommended articles from the knowledge base could be linked to the tickets to facilitate self-service and avoid ticket escalation. This self-service functionality eliminates workflow bottlenecks and ultimately improves customer satisfaction as end-users aren’t waiting around to resolve their issue. 

Plus, the ticket’s progress can be easily tracked and traced across the entire workflow. As a result, the service lifecycle is reduced, and the customer/ employee experience is greatly improved. Not to mention that employees can address internal issues without creating a pile of tickets for already-busy teams.

Preparing For Enterprise Service Management

Although there are various approaches to ITSM/ESM, you can get there by laying out a road map to direct your organization towards a common goal. 

Step 1: Identify The Mission And Vision

To begin, create a strategy, vision, and mission to ensure that the overall strategic initiatives of your organization are in line with the end goals of the implementation. 

Before starting, identify all the activities you would perform, as well as the various roles involved. While some organizations might already be accustomed to working collaboratively, this approach could be new for others. 

Additionally, this step might make it necessary to identify the right facilitators who will guide teams and help them get familiarized with the new working style.

Step 2: Use ITSM/ESM Software to Create a Single Portal For All Requests

ITSM/ESM solutions provide businesses with one unifying self-service portal that displays all available services and metrics. 

So, whether an employee needs to buy a new laptop, request a statement from the finance team, or onboard a new employee with HR – everything can be displayed and tracked in one place. 

Again, these portals can also act as only an IT service desk or as a single source of truth that teams can access for common queries like payroll, holiday leave, and benefits.

Step 3: Create a Customer-Centric Service Experience

Since ITSM/ESM solutions act as a central repository for finding all information and requesting additional support, employees can find answers to commonly asked questions easily and submit a ticket to the right service team as needed.

For example, HR teams can post answers to commonly asked questions regarding holiday leave, payroll, and ID cards. 

HR representatives can also share no-code forms where employees can get step-by-step guidance on submitting a request and tracking tickets.

Moving Forward with ITSM/ESM

Many organizations use ITSM features to break down functional silos. Bringing service management to the enterprise can help break down these silos and deliver a better result to the organization.

Although more and more companies are adopting ITSM/ESM today, there is still a lot of confusion around why an ITSM/ESM solution is needed and the ROI that can be achieved.

If that sounds like you, Coyote Creek can help.

Coyote Creek is an Atlassian Platinum Solution Partner. We are also veteran IT and enterprise professionals, so we understand the everyday struggles facing organizations like yours today.

We can equip your teams with all the understanding they need to deliver outstanding service by implementing the right technology set to suit your business needs today and in the future. 

Contact us today to learn more about our ITSM offerings and how we can help you with them.