What is ESM? Hint: It’s Not What You’ve Been Told
October 9, 2018 |
ITSM
As organizations have gotten better at employing ITSM and ITIL concepts and processes across their multiple departments, they have sought a means of simplifying them and communicating about them with one another. The term “Enterprise Service Management” was coined as a catchall of sorts, a term that encompasses the employment of ITIL and ITSM concepts throughout organizations.
But what is ESM exactly? In order to understand the enterprise service management framework, it may be helpful to think of it more as “Employee Service Management,” or an organization-wide effort to create a single platform that serves any and all employee needs.
In this way, the question: “What is ESM?” can be answered simply with: “an employee-centered use of the concepts of the enterprise service management framework that is expanded across all departments within the organization.”