Enterprise Service Management

Extend long-established IT Service Management best practices to HR, finance, and other non-IT departments.

What is
Enterprise Service Management?

Enterprise service management, or ESM, is the practice of applying a service-oriented business model used in IT service management (ITSM) to the way your organization works internally. Service management is about delivering services—any services— in the most efficient way. When your ITSM processes are already implemented, ESM is a logical, low- or even no-cost step toward improved performance across the whole organization, enhanced service culture, and higher ROI.

ESM takes what works well in ITSM—service catalogs, incident management, self-service, automation—and applies it to non-IT departments, enabling the entire enterprise to work together as a single unit for a common business goal.

What are ESM benefits?

Increased productivity

Implementing easy-to-use ticket tracking processes helps teams move from fighting fires to providing services. Responding to service requests in accordance with OLAs and SLAs creates more value for the business, decluttering your employees’ inboxes and minds.

Better visibility

ESM metrics, KPIs, and reports give you a higher level of visibility to identify bottlenecks and areas of inefficiencies. Measuring user satisfaction levels and collecting user feedback helps you continually improve your internal services and let all teams feel appreciated.

Less unnecessary costs

ESM helps you understand the value that each department and its services add to the business. That knowledge enables you to eliminate costs for low-value activities and evolve your business processes for long-term improvement and optimization.

Streamlined collaboration

Save time for everyone involved by providing your employees with self-service, searchable knowledge base, and collaboration with colleagues from other teams anytime, anywhere.

Increased user satisfaction

Employees deliver better customer service when they have been served well themselves. Provide your people with well-organized internal services available 24/7 via the web or mobile app, let them monitor the progress, and get notified when everything is ready. ESM practices help your staff feel more satisfied with their work, spreading good vibes to the customers.

Higher ROI on ITSM software

Instead of acquiring a separate ESM system, leverage your existing ITSM solution and let your employees submit requests in the same place where they submit Service Desk tickets. This will get even more use out of your already useful ITSM solution and lower the learning curve because your people will be using something they already know. The more business units use the same ITSN/ESM solution, the higher ROI on your software you will see.

Who can benefit from Enterprise Service Management?

ESM adepts say that any department who provides an internal service to the company can benefit from ESM practices. For starters, think about any business units that:

  • Face plenty of similar requests
  • Deliver services that are time-sensitive and must be tracked
  • Provide authorization or approval or conduct reviews
  • Deliver standard reports

Enterprise Service Management examples

See where different departments can implement the ESM approach to benefit from digital transformation.

Human resources

Employee onboarding, managing requests for leave, training, or relocation, changes to health plans, requests on removing personal data under the GDPR’s «Right to be Forgotten.»

Customer service

Processing a large number of requests received through multiple channels, dealing with different requests, from standard and easy-to-resolve to those that claim advanced expertise.


Planning projects, tracking milestones and deadlines, applying changes.


Reviewing and approving documents, processing contract renewal requests.

Purchasing and procurement

Processing purchase orders, building quotes, authorizing discounts and price adjustments.

Accounting and finance

Approving expenses, handling payment requests, tracking payments.


Performing audits and security check-ups.


Freight management, coordination of physical and information flows.

General administration

Requesting consumables and office supplies, equipment checkout, managing printing services, meeting room booking.


Processing requests for repairs, equipment needs, office relocation requests.

Alloy Software ITSM platform for ESM

Aloy Software, a leading ITSM software provider, comes with ESM-enabled solutions, making it easier for IT and other business units to align. Our approach enables organizations to adopt proven ITSM practices to run departments outside of IT to improve efficiency, effectiveness, control, and insight.

Our superpowers include:

  • Alloy workflow automation engine converts any business processes into easy-to-follow digital workflows for automated service delivery for IT and non-IT departments.
  • Data Segmentation separates department-specific data and workflows while encouraging collaboration between business units for common goals.
  • Service catalogs provide separate sets of services to different service receivers, which could be departments within the same organization.
  • Automated approvals streamline approval, authorization, and review processes of any complexity.
  • Self Service Portal delivers a modern user experience and consistent support, 24/7/365.
  • Native iOS and Android mobile apps allow your people to manage requests and approvals on the go and perform mobile asset inventory.
  • A comprehensive REST API integrates Alloy solutions into your existing infrastructure.

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Майк ГейтсМенеджер по инфраструктуре, Ibstock PLC
Обслуживание клиентов – своего рода искусство, и Alloy знает в нем толк. Alloy Software выходит за рамки стандартных требований к поддержке продуктов.
Алекс ОливияВице-президент Makita, США

Этот инструмент сыграл решающую роль в наращивании клиентской базы и предоставлении поддержки нашим клиентам. Простота в использовании, индивидуализация и фантастическая поддержка, независимо от запроса – все это делает продукты Alloy бесценными.

Стивен МалленсУправляющий директор, SNC Solutions

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Джон ХоусонIT Operations Manager, SA Water

Я рекомендую продукты Alloy Software всем своим поставщикам и клиентам и понимаю, что они подходят многим компаниям, независимо от их размера.

Грэм ХилтонУправляющий директор, Rivertech Limited

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