Enterprise Service Management (ESM) implementation

Service Overview

Enterprise Service Management implementation (ESM) is a consulting service that helps organizations to design and implement ESM to enable digital transformation for their company.

Enterprise service management is a system for improving business processes and functions. ESM applies the IT service management framework to other areas of the business that impact internal users.

ESM can be seen as an expansion of the IT service management (ITSM) framework because ESM does for the rest of the business what IT does for technology needs. ESM generates business value by improving internal processes and streamlining functions such as request management.

When an ESM strategy is implemented, visibility and access to enterprise services of all forms are improved and accelerated. Employees and internal users are the primary beneficiaries of ESM.

ESM reduces process and workflow friction by improving access to support tools, knowledge bases, and other information that enable team members to perform their jobs efficiently and effectively.

Benefits of service:

ESM offers several crucial advantages. These include minimizing waste, increasing productivity, improving user satisfaction, and accelerating ROI. Below are some additional business benefits:

  • Cost containment

When business processes within an enterprise are mapped and all sub-activities and sub-processes are defined clearly, the activities that take up extra space and aren’t as valuable to the organization can be cut out and removed. Implementing an ESM strategy requires a second look at your current processes and, as a result, provides an excellent opportunity for waste management and waste minimization.

  • Enhanced productivity

When teams use ticketing systems and self-service portals, they take up less time from other teams and departments that may be helping other employees or internal users with more time-critical tasks. This optimization and prioritization improve productivity across the board.

  • Better employee experiences

As users can resolve problems on their own without having to wait for an IT technician or other employee to respond throughout their busy day, they’ll be happier and more productive.

  • Accelerated ROI

Return on investment in ITSM solutions can be achieved with an ESM strategy, especially when multiple business units begin using the same or similar ITSM and ESM solutions.

  • Deeper visibility

When ESM is implemented and additional reporting techniques and business metrics are established, visibility into an organization’s processes and control over these processes is improved as a result.


Service Approach

ESM Implementation service is a structured approach to designing and implementing ESM processes based on ITIL V4 best practices. The service typically involves the following steps:

  1. Planning and Preparation: In this phase, the ESM consultant will work with the organization to establish the scope and objectives of the service. This will involve identifying the key ESM processes to be designed and implemented, as well as establishing the timeline and budget for the service.
  2. Process Design: The process design phase involves the design of ESM processes based on ITIL V4 best practices. This may involve mapping the existing processes, identifying gaps and areas for improvement, and designing new processes that are aligned with business goals. The ESM consultant will work with the organization to ensure that the designed processes are fit for purpose and are tailored to meet the specific needs of the organization.
  3. Process Implementation: The process implementation phase involves the implementation of the designed ESM processes. This may involve the development of process documentation, the configuration of ESM tools and systems, and the training of staff on the new processes. The ESM consultant will work with the organization to ensure that the implemented processes are effective, efficient, and sustainable.
  4. Process Improvement: The process improvement phase involves the continuous improvement of ESM processes based on feedback and performance metrics. The ESM consultant will work with the organization to establish a process for monitoring and measuring the effectiveness of the implemented processes and identifying opportunities for improvement.
  5. Knowledge Transfer: The knowledge transfer phase involves the transfer of knowledge and skills to the organization’s staff. The ESM consultant will provide training and support to ensure that the organization’s staff have the knowledge and skills to effectively manage and continuously improve the implemented processes.


The deliverables of the ESM Process Design and Implementation service include:

  1. Process Design Documentation: A comprehensive set of process design documentation that includes process maps, process descriptions, process flows, and process metrics.
  2. Process Implementation Documentation: A comprehensive set of process implementation documentation that includes process workflows, system configuration documentation, and training materials.
  3. Process Improvement Plan: A plan for the continuous improvement of the implemented ESM processes based on feedback and performance metrics.
  4. Training and Support Materials: Training and support materials for the organization’s staff, including training manuals, job aids, and support documentation.
  5. Executive Summary: A high-level summary of the designed and implemented processes that can be used to communicate the results of the service to senior management.

The ESM Process Design and Implementation service is a valuable tool for organizations that are looking to design and implement ESM processes based on ITIL V4 best practices. The service provides a structured approach to ESM process design and implementation that ensures alignment with business goals and delivers value to the organization. The service also provides the organization’s staff with the knowledge and skills to operate these processes according to best practices.