The foundational pieces of enterprise service management (ESM) has been around for many years. However, how modern IT professionals define it and implement it operationally will vary from place to place. This can make it difficult to fully grasp terms like ESM, IT service management (ITSM), and IT asset management (ITAM).
That is, until today. We’ve compiled all the must-know terms related to ESM, along with short definitions, in a downloadable infographic that you can access directly from this blog post. Oh, and did I mention that it’s absolutely free? Well, it is. No form for your personal information, no newsletter sign-up--just an easy-to-use glossary for all your ESM needs.
Before we get there, though, I’m also going to run through a meatier definition of ESM, as well as a brief rundown of other key ESM terms that you need to know.
Let’s get started!
What is Enterprise Service Management (ESM)?
The definition of ESM, much like ITSM, has become much more fluid during the past decade. Widespread technological evolution and innovation, combined with new frameworks and software options that continually replacing existing ITSM tools, means that the concept itself, as well as how it’s interpreted by a given organization, is in a state of flux.
It’s important to realize that service management in an ESM context is now a new idea or, frankly, a new way of structuring your operations. Areas like HR, finance, and legal are examples of non-IT service providers within an organization that can have similar operational requirements. As such, they benefit from tailoring ITSM best practices to their needs
Therefore, it’s safe to say that, for the prototypical modern business, the term “enterprise service management” has come to define processes that touch every part of their services. And, with a far more tech-savvy end user base, increased expectations around service delivery, functionality and performance mean ESM has never been in higher demand.
More simply, the term ESM represents the idea of taking practices that have their roots in ITSM and leverage them to develop a service management solution for an entire enterprise.
IT systems don’t belong solely to the technically inclined anymore. With 2018 data revealing that enterprises can increase revenue by 23% by using a digital-first strategy, it’s no wonder that ESM tools are becoming a much larger priority in the minds of executives and investors.
Other Key ESM Terms That You Need to Know
Now that we’ve defined ESM, let’s move to other relevant terms that are essential parts of the service management conversation. All of the terms below feed into the ESM ethos in some way, representing either a practical or conceptual service management building block. To get the most out of your operations and related processes, this knowledge is indispensable.
Let’s dive right into the terminology, starting with:
IT Service Management (ITSM)
ITSM processes, many of which have influenced modern EMS practices, allow your staff members manage IT service implementation, support, and improvement over time. Some of those include monitoring the lifecycles of various IT assets, ensuring service level agreement (SLA) compliance, and more. In short, ITSM exists to help you deliver excellent IT services.
IT Asset Management (ITAM)
A subsection of ITSM, ITAM is concerned specifically with an organization’s IT assets. ITAM processes encompass multiple business practices, such as running a company’s inventory, financials, facilities, and documentation. ITAM practices influence how various ITSM systems function, which in turn can dictate how those principles are applied elsewhere via ESM.
Software Asset Management (SAM)
SAM is one of several branches that extend out from ITAM. As its title suggests, SAM refers to the IT infrastructure and processes needed to control and protect all of an organization’s software assets. This applies throughout the lifecycle of any given software asset, which can vary depending on how widely it’s used throughout an organization, how old it is, and so on.
Hardware Asset Management (HAM)
Another extension of ITAM, HAM is SAM’s direct counterpart. It focuses on infrastructure and processes related to managing an organization’s hardware during their entire respective lifecycles, including maintenance and disposal practices. There are many categories of IT hardware, ranging from PCs and mobile devices to servers, network devices, and more.
License management is directly linked to an organization’s SAM practices. It encompasses everything related to controlling various software licenses, from individual access permissions and renewals/expirations to which licenses are associated with corresponding employees or pieces of hardware.
HR Service Management
A subcategory of ESM, HR service management demonstrates how ITSM processes can be successfully applied to a department closely associated to an organization’s human element. By using IT-minded principles, HR teams can manage or automate important tasks, like onboarding and training, in a way that allows them to grow, scale and optimize operations.
Another offshoot of ESM, facility management takes the same basic principles from our HR service management example and employs them to manage physical locations. From automating who has access to what space to streamlining maintenance workflows, ESM processes are incredibly useful when monitoring these valuable organizational assets.
Originally published Oct 22, 2019, 7:00:00 AM