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ITSM Glossary of Terms

Visit the ITSM glossary for the definition, history, and uses of key industry terms, including standard operating procedures (SOP), risk management, and more.

Posts about ESM:

Enterprise Service Management (ESM)

Jun 23, 2022 8:54:16 AM
ITSM ESM

What is Enterprise Service Management? 

Enterprise service management (ESM) uses IT service management (ITSM) practices to improve the performance and outcomes of business functions. ESM is conceptually very similar to ITSM but essentially applies the tenets of ITSM across an entire enterprise to improve a business’s service delivery holistically, from employee onboarding in HR to document reviews in the legal department and beyond.