Real-World Examples of Enterprise Service Management (ESM) at its Best

Enterprise Service Management (ESM) hasn’t been around for very long. Most enterprises are more familiar with IT Service Management (ITSM). But the fact is, the concept of ESM has been around for much longer than you think.

ESM can provide many benefits for your organization. In this blog post, we discuss these benefits and give some examples of how you can use ESM in real-world business settings.

What is Enterprise Service Management?

To understand ESM, we first need to understand its predecessor, ITSM.

ITSM is a systematic approach to managing the delivery of IT services to customers. The system often incorporates frameworks based on the practices inscribed in the ITIL 4 framework, a globally-accepted set of ITSM best practices.

ITSM incorporates processes, activities, and policies to help you deploy, manage, and improve your IT service delivery. With an effective ITSM strategy and reliable ITSM solutions, you can enhance communication and collaboration between the IT department and other business units, optimize resources, and reduce cost.

ITSM tools can also help you improve the efficiency of IT operations, mitigate risk, and ultimately achieve digital transformation and meet your organizational goals.

ITSM is great – for the delivery of IT services. However, it doesn’t inherently apply to processes beyond IT.

So how can you manage and optimize the delivery of non-IT services? Enter ESM.

How Can Organizations Use Enterprise Service Management?

Forrester coined the term ESM and defined it as “extending IT service management capabilities beyond technology services to address business-centric use cases.” 

Thus, ESM – which some experts see as a successor of ITSM – is the practice of applying ITSM principles, processes, and best practices to non-IT services throughout the enterprise. It includes various strategies, methods, principles, and tools that enable you to manage and optimize the delivery of all your services, not just services related to IT.

These include services like:

  • HR
  • Finance and Accounting
  • Sales
  • Marketing
  • Customer service
  • Procurement and purchasing
  • Facilities management
  • Legal
  • Cybersecurity
  • General administration

Thus, virtually any business unit or service provider can use ESM. Any business function that receives multiple similar service requests (e.g., password resets), provides approvals or frequently provides standard reports can implement ESM practices to improve efficiency, enhance collaboration, and reduce costs.

ESM doesn’t replace ITSM but extends its scope to deliver greater business value to an organization and its many service areas. In comparison, traditional ITSM was only about delivering technology solutions to internal or external customers.

What are the Benefits of ESM?

Here are the benefits you can expect when implementing ESM tools, depending on how widely you utilize them and how diligently your departments follow its best practices:

Eliminate Internal Silos and Improve Visibility

One serious problem for many organizations is that their internal departments are not integrated enough, which prevents them from leveraging existing synergies to create mutually-beneficial outcomes.

ESM helps address this problem by integrating different departments and facilitating a quicker flow of information between their stakeholders. It can also help strengthen process controls and governance and streamline workflows, especially when various departments need to coordinate (e.g., HR and IT, or Accounts and Procurement).

Improved Productivity and Efficiency through Automation

ESM can help automate several tasks in a range of functional areas, including HR, Finance, and Customer Service, to improve efficiency within the enterprise.

Plus, automation and standardization eliminate the need for manual processes, which saves a lot of time for employees who would otherwise be bogged down with menial tasks. They can then focus on higher-value tasks, which boosts productivity and efficiency at both the individual and enterprise levels. It also enhances employee experiences and increases their workplace motivation and engagement.

Lower Costs

ESM solutions can track all your resources, including people and assets. This can help you optimize their use, minimize rework and waste, and reduce costs.

Enhance Customer Satisfaction

By implementing ESM, you can improve service quality and speed up response times to customer queries, requests, or complaints. You can also create a more consistent customer experience across all touchpoints throughout a customer’s journey. All of this can help enhance customer satisfaction.

4 Real-world Examples of ESM Implementation

Here are four real-world examples where ESM implementation can garner solid and tangible results for your company:

Human Resources

Remember how ESM can help integrate various departments to improve collaboration and communication? One example is integrating HR and IT for employee onboarding.

By following ESM practices, both these departments can coordinate effectively to smoothly initiate a new employee into the enterprise. ESM is also useful for other HR tasks, such as:

  • Approving leave requests
  • Updating training schedules
  • Responding to salary inquiries

A Look Inside Lucid Motors: “Due to the company’s rapid employee growth, hiring managers needed an easy way to request and track new-hire processes, so they developed a fully integrated on-boarding process. Their HR system automatically creates a ticket in Jira Service Management, which creates sub-tickets for all the assets a new hire might need, such as laptops, and credentials. Using a combination of Smartsheet and Confluence that are linked in the tickets, hiring managers now have visibility to self-serve and see where their employees are in the on-boarding process at any time in the dashboard.” 

Customer Service

In your customer service department, you can use ESM principles to better manage the workloads of service reps and optimize your staffing levels during peak demand periods.

ESM is also useful for implementing automation with conversational AI chatbots, live chats, and self-service portals. These initiatives can take some burden off human agents so they can focus on more complex requests. They can also improve turnaround times to improve customer satisfaction.

A Look Inside Twitter: Twitter tapped Atlassian’s Jira Service Management for an intuitive, scalable customer portal solution. Quick adoption was critical, and Twitter was delighted with the immediate results. Jira Service Management had an 80% adoption rate by Twitter employees.


With ESM, you can automate and streamline many finance/accounting tasks to standardize these processes, reduce errors, and improve output. These include:

  • Sending invoices
  • Track payments
  • Approve expenses
  • Process reimbursements


By automating many repetitive tasks, marketing teams can better utilize their energies on other tasks that can’t be automated and have a higher ROI.

So what can they automate?

  • Website changes
  • Creating email templates
  • Creating stock images

Coyote Creek Can Help You Implement ESM

Coyote Creek has close to a decade’s experience in using Jira Service Management (JSM) for ESM and Jira Insight Asset Management and Confluence for Knowledge Management, plus advanced expertise in ITIL best practices to deliver ESM solutions. We can help you experience exceptional ESM results for a wide range of service areas.

Want to learn how ESM can benefit your organization? Contact us to know more.