ESM: How to Extend Service Management Beyond IT Without Another Platform

What ESM Is — and Why It Is More Than an Extension of ITSM

Enterprise Service Management (ESM) is the transfer of the approach used in IT service management to other areas of the organization: HR, administration, finance, legal, logistics, facilities. According to research by AXELOS and ITSM.tools, 68% of organizations already have ESM initiatives underway, and more than half assess their implementation as advanced. This is not a trend on the horizon — it is a change that is happening now.