Enterprise Service Management

Digitalize business services and workflows


What is Enterprise Service Management ?

ESM (Enterprise Service Management) is an approach to improving the quality of its services with the main objective of providing value to customers in the form of services. processes: service quality is based on structuring activities into interdependent processes.
The implementation of IT service management relies on a set of tools, processes, organization and experience.


The Information Technology Infrastructure Library is the best practice framework for aligning IT with the business. Composed of 5 parts - strategy, design, transition, operation, and continuous improvement of services - ITIL offers a framework recognized by a majority of organizations and whose use is widespread.

ISO 20000

It is an international standard that describes the requirements of an ITSM system. Originally developed by the British Standards Institution (BSI) to reflect the best practices described in the ITIL framework, this standard also supports other frameworks, such as Microsoft Operations Framework.

The benefits of ESM


With the use of an ESM tool and the adoption of its processes, workflows will be optimized, tasks automated and optimally synchronized in order to eliminate unnecessary manual work.


The use of an ESM solution in the functions of a company allows to standardize the working methods, and to propose a model of consumption of services commonly used by all the employees.


An ESM tool makes it possible to offer guaranteed services that comply with the agreed service levels, particularly in the management of problems and requests from both employees and customers.

Revolutionize your IT services

IT service management (ITSM) solutions enable you to modernize the way you manage and deliver services to your users through a single cloud-based platform. Automate processes, increase productivity across the enterprise, and get better data visibility and reporting, all in one tool.

Make ESM your competitive advantage
Consolidate IT services
Use integrated best practices to quickly consolidate inefficient tools into a single system of actions in the cloud.
Improve IT productivity
Use machine learning and virtual agents to automate routine tasks and increase agent productivity.
Optimize the service experience
Automate support for routine requests with virtual agents powered by Natural Language Understanding (NLU). Engage users with a natural, human conversation to provide exceptional service at all times.
Get new detailed information
Proactively deliver high-quality service. Gain maximum visibility into processes and services with integrated dashboards and analytics that provide actionable information in real time.
Eliminate obstacles with the mobile
Empower employees to find answers and get everything from finance, HR, facilities, legal and other departments, all from a modern mobile application powered by Now Platform.

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