Enterprise Service Management Overview

ESM (Enterprise Service Management) allows you to set up streamlined service management across your organization.

Use 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.

• Related Articles

• Space Management for Facilities Instance

  Overview The space module in ServiceDesk Plus MSP Cloud helps manage physical spaces in your organization, such as campuses, structures, floors, and rooms. You can also use the space module to manage facility services such as ATM, pantry, or cab ...

• Overview

  Custom Widgets bring external services inside ServiceDesk Plus MSP Cloud and extend the capabilities of your application. Widgets are embeddable UI components that you can create on your own, using JS Software Development Kit. Custom widgets allow ...

• Overview

  A problem is an unknown underlying cause of one or more incidents. Problem management aims to minimize the adverse impact of incidents and issues caused by errors within the business and prevent recurrence of related incidents. To achieve this, ...

• Service

  Add services provided or availed by the organization. You can categorize services having similar functionalities or purposes under the service type. After creating a service, you can associate vendors who provide or avail the service. Role Required: ...

• Overview

  ServiceDesk Plus Cloud MSP comes with built-in capabilities that allow users, who have minimal technical expertise, to set up rule-based automations. Administrators can establish a service desk that handles requests on auto-pilot via automations. The ...