Enterprise Service Management Overview

Enterprise Service Management Overview

ESM (Enterprise Service Management) allows you to set up streamlined service management across your organization.
InfoUse Case: An organization can use ESM to manage multiple service desks in one application, add users to various service desks, and provide role-based access to users.
 
Benefits of ESM:
  1. Create unique instances: Set up dedicated service desks for each department in your organization.
  2. Unified Platform: Manage several service desks from a single console.
  3. Implement an efficient service desk: Design templates and service catalogs unique to the department.
  4. Manage departments and users: Onboard departments, provide role-based access to users to each service desk, and control organizational level settings from the same spot.
Terminologies
ESM Portal - Central console from where you can access various service desk instances.
ESM Directory - An index of organization level configurations.
Service Desk Instance - A service desk instance is created specifically for a business function like IT, HR, or Facilities to manage their service desk operations.
Self-Service Portal - A platform where each service desk instance is hosted for requesters. The self-service portal acts as a helpline for requesters to get support and information.