Enterprise Service Management (ESM)

Expand ITSM to improve the efficiency of every department

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Standard Service Delivery
Take ITSM Beyond IT
Centralized Management
ESM For Any Department
Better Security With ESM

Standardizing service delivery across your organization

Every department and employee in your company is a service consumer and service provider. Help each department make its services readily available through a standard enterprise service management set of processes. Provide them with the tools for ticket intake, tracking, reporting, prioritization, SLAs, queues, and automation; everything supporting your IT department’s success.

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Be a better business partner – Service Management is not just for IT

You run a successful ITSM-based organization, and now departments look to you for help to make their processes a little easier. Today, you have an answer. Extend SolarWinds Service Desk beyond IT, providing other departments with the AI-powered, SaaS-based Service Management solution you've come to know and love. Help make each department a successful service provider.

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Become a hero in minutes with ESM

You already know how easy it is to start with SolarWinds Service Desk; extending the capabilities to other departments is even easier. Enterprise Service Management software makes you the hero. Centralized management of your departments' service desks is simple. Manage users centrally for the organization and assign roles within each department.

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Enterprise Service Management fits their needs perfectly

Enterprise Service Management is fully customizable to the needs of any non-IT department. Every department is unique, so you need a solution as flexible as they are. Fit SolarWinds Service Desk to how they work, not the other way around. Custom workflows, reports, dashboards, forms, knowledge bases, service catalogs, and virtual agents work for the way they work.

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ESM Software keeps each department's data separate and secure

Every department has highly sensitive data; they must ensure the strictest access controls. Enterprise Service Management segregates and secures each department's instance and data. Even if you're an organization-level admin, you still don't have access to their data unless explicitly granted. We mean it when we say we're Secure by Design.

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Your Whole Organization. One Seamless Experience.

See how different departments within an organization could solve challenges with SolarWinds Service Desk.

Facilities Service Management

Simplify how teams request, manage, and track facilities support—from maintenance and repair requests to asset tracking and vendor coordination—ensuring smooth, safe, and productive operations.

Human Resources Service Management

Give employees a clear and consistent experience across every HR touchpoint—from onboarding and offboarding to benefits and travel requests—while making HR workflows more efficient and providing a reliable policy knowledge base for quick, self-service answers.

Marketing Service Management

Help marketing teams stay focused on strategy and content by streamlining campaign requests and approvals, managing vendor relationships, and organizing content publishing workflows for greater efficiency.

Legal Service Management

Help enable legal teams to move faster while keeping compliane top of mind by using structured processes and full audit trails. Support contract and vendor management, streamline document approval workflows, and provide access to a centralized knowledge base for legal resources.

Finance/Payroll Service Management

Give finance and payroll teams the tools to handle payroll and timesheet support, manage purchase orders and invoice approvals, and oversee budget, audit, and vendor processes—delivering timely service while staying accurate and audit ready.

Security Service Management

Help security teams respond faster and reduce risks by tracking security incidents, managing access and permissions requests, and coordinating policy changes and enforcement activities.

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Do you find yourself asking…

How is ESM different from ITSM?
Why is ESM important to an organization?
Is ESM only appropriate for large Enterprise companies?
How does ESM help with security and compliance?
What's the best department to start with for ESM?

IT Service Management (ITSM) focuses on all internal service management processes for IT, including design, delivery, management, and incremental improvement of these services.

Enterprise Service Management (ESM) takes the core components of service management for IT and extends the functionality beyond IT. It takes the applicable parts of ITSM processes and makes them available for other departments like HR, Facilities, Legal, etc. Now these departments can easily handle things like facilities work orders, HR employee changes, legal document reviews, and more. ESM also aims to standardize service delivery across the organization.

IT Service Management (ITSM) focuses on all internal service management processes for IT, including design, delivery, management, and incremental improvement of these services.
Enterprise Service Management (ESM) takes the core components of service management for IT and extends the functionality beyond IT. It takes the applicable parts of ITSM processes and makes them available for other departments like HR, Facilities, Legal, etc. Now these departments can easily handle things like facilities work orders, HR employee changes, legal document reviews, and more. ESM also aims to standardize service delivery across the organization.
Enterprise Service Management improves efficiency, productivity, collaboration, consistency, employee experience, resource utilization, changes, compliance management, continuous improvement, and decision-making. Departments can better streamline and automate their processes, implement standardized workflows, and reduce repetitive manual tasks.
ESM offers a consistent and standard approach across the entire organization, making managing and interacting with every service provider more accessible. With a more consistent experience, no matter where employees turn, they'll be happier with a better experience. Centralizing knowledge and requests improves resource utilization and reduces overhead.
While ESM has Enterprise in the name, it's not only beneficial for Enterprise-sized organizations. Any company that wants to standardize processes for better service delivery beyond IT benefits from an ESM mindset. Large enterprises turn to ESM as a standard new way of working because departments have become large, siloed, and segregated. However, it's easily tailored to companies of any size. Every department can benefit from more standardized workflows, better work management, and automation.
ESM, as a cultural change, can help with security and compliance requirements with centralized documentation, proper change management, audit trails of work completed, and standardized processes for any incident that occurs. Enterprise Service Management software provides the technology to track who did what and when. ESM system can segregate data from other departments, including the organizational administrator of the software. Just because someone is an admin in IT doesn't mean they should have access to sensitive HR and legal records.
Choosing the best department to start implementing an ESM culture and ESM software with is easy when considering the following. Identify a department with well-defined processes that may not be centralized and is a high-impact department that would benefit from more streamlined processes. However, the most important factor is culture. Identify the department that is the most open to change, has the resources available to experiment with ESM, and wants to improve its department as a service provider.

“Every time someone interacts with SolarWinds Service Desk for the first time, they are surprised at how easy it is.”

Chris Comerford

CIO

Adler Planetarium