Enterprise Service Management (ESM) is a framework to manage service delivery operations. It allows organizations to manage and automate their service delivery processes across various departments and functions. ESM has evolved from the same principles as IT Service Management (ITSM), but it extends beyond the realms of the IT domain to include areas such as human resources, facilities management, and finance. ESM can help in improving efficiency, reducing costs, and enhancing customer satisfaction by providing a centralized platform for managing and streamlining service requests and incidents.
ESM involves the use of a service catalog. This catalog provides a comprehensive list of all services offered by the organization and is the single source of truth for all services. This enables customers to easily find and request the services they need. Further, ESM involves the use of service level agreements (SLAs), which define the level of service that customers can expect to receive, while metrics for measuring service performance are also clearly defined.
Overall, ESM is a critical methodology for modern organizations which helps them in improving service delivery and enhancing the customer experience.
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