Enterprise Service Management (ESM) | Complete Guide

TIKTING Service Management For Ensuring Meaningful Digitalization

Enterprises seek to be more digitized and adopt modern techniques, trends, and tools introduced by modern advanced technology. There are many hurdles and challenges to doing that. For example, finding suitable techniques, trends and tools are arduous. If you, fortunately, succeeded in finding them, their implementation is also a permanent headache. Ok, you have implemented, but after implementation, you realize that you have some more challenges to encounter.

Various techniques and tools are available to tackle these challenges, such as ITSM and ESM. ITSM refers to delivering IT services, it deals with IT like a service. It simply means how the IT team provides services to clients and employees. Hence, ESM is our main focus in this article. That’s why we will define it briefly in the following.

What Is Enterprise Service Management?

Enterprise service management could simply be an extension of IT service management. ESM uses ITSM capabilities and principles in business to improve its service, performance, and outcomes. ITSM only refers to delivering services to IT teams, but ESM provides services to business teams in wider ranges. Forrester defines enterprise service management (ESM) as,

“Extending IT service management capabilities beyond technology services to address business-centric use cases; managing service demand and supply through a common platform, portal, and service catalog; and speeding up innovation and workflow automation through PaaS/low-code development tooling.”


ESM and ITSM seem to be similar concepts, but they have some differences between them also. Like ITSM has its domain in only IT services, the domain of Enterprise Service Management is much broader. ESM also deals with non-tech departments like human resources (HR), marketing, legal, and finance. In this sense, ESM works in more comprehensive ranges than ITSM. ESM takes the following principles of ITSM;

  • Knowledge Management
  • Self-Service
  • Assignment of Tickets
  • Change Management

ITSM and ESM could be considered as the same thing applied in different parts of the organization with a few differences. ESM is very important for the development of an organization. It makes a slow reactive organization faster and a rapid responder.

Importance of Enterprise Service Management:

If an organization wants to transform itself into a digitized form, it must use Enterprise Service Management. ESM provides enterprises flawless rapid service management to enterprises. It offers several advanced features like automation, AI, and distributed mechanism of service management. For example, if you choose ESM software like TIKTING, ITDEVTECH will provide your enterprise with many advanced features on one platform. These features include AI, automatic assignment of tickets, multi-channel communication, performance monitoring, complete history, etc. That’s why ESM is important to unify your service management on one platform.

Why Do You Need Enterprise Service Management?

By reading the above lines, a question came to your mind: why do I need ESM? To answer that question, we have been given all the factors you need to implement enterprise service management in your organization. For the following reason, you need to use enterprise service management.

Rising Expectations Of Employees:

In today’s digital transformation period, nearly all aspects of an organization need improvements. The ideal organizations realize it and try to make their organization better. Like other aspects, employees also expect their employee management service from their organization. They want a distributed, remote, well-planned service where they don’t need to stand in queues and write applications manually. If the organization does not consider their expectations, their satisfaction level decreases, and they cannot serve the organization better from the core of their heart. The satisfied employee could do his duty in a better way. That’s why a company has to think about the expectations of employees. To meet the extending expectations of employees, an enterprise must have ESM.

Digital Transformation:

In this digital era, no enterprise could survive without transforming it according to the digitalization needs. Digitalization is beneficial if well-planned, but it could be harmful if implemented without planning. Organizations should use before-planned mechanisms like ESM to walk towards digitalization. ESM is essential for an organization in this regard. Enterprise service management ensures smooth and risk-free digital transformation. Its change management process provides a complete mechanism for implementing meaningful and risk-free digital transformation.

Constant Need To Improve Service Delivery:

Due to continuous changes, there is a constant need to improve service delivery. Without making changes, the organization remains behind in competition, and changes demand more improvement. That’s an arduous task to keep balanced the changes and performance.

The solution to this arduous task is ESM. Enterprise service management causes a constant improvement in non-IT service deliveries. It reduces workloads and errors. It caused a more efficient service delivery. That’s why an organization needs ESM to improve service delivery.

What Is Enterprise Service Management Software?

ESM software is a tool developed to unify an organization’s infrastructure. It helps an organization to make its ESM process better. Using an ESM tool is the best solution to manage enterprise services. But you should be careful while choosing an ESM system because it could disturb your business if you choose the wrong one. An ideal Enterprise Service Management tool unifies all the service infrastructure on one platform and causes more benefit to the company. Following are some benefits of using ESM software.

Benefits of Using Enterprise Service Management System:

Despite its multiple needs, the ESM system could be more beneficial for you if you have chosen and implemented it correctly. It could make you a leader in market competition with its multiple benefits. Some of the benefits of the ESM tool are as follows.

Reduced Operational Costs:

The ESM software caused a decrease in operational costs. It is because, due to its automatic functions, it reduces the extra costs of various operational tasks. It also reduces the need for excessive hiring. Moreover, it reduces costs through a one-stop-shop, multiple tasks on one platform reduce its costs.

Standardized Delivery Across The Organization:

Due to its automation features, ESM software provides standardized delivery across the organization. It is because large organizations are usually divided into departments. It isn’t easy to give equal attention to all departments in manual service delivery. ESM tool provides equal distribution of service delivery to all departments.

Improvement of User Experience in Non-IT Fields:

It causes an improvement in user experience in non-IT fields through its unified platform. Employees and clients experience a better service offering advanced features like multi-channel communication, self-service tools, virtual agent, and social collaboration. All these things cause a better experience for users.

Increase Service Team Performance:

The Enterprise Service Management system has features of performance monitoring. Through this feature, the performance of the service team could be monitored. This performance monitoring caused an improvement in the performance of the service team. This improvement could cause more benefits to the organization and more satisfaction for the users.

Rapid Responses:

ESM software, due to its automatic features, causes rapid responses. These rapid responses not only saves the time but causes more satisfaction to the service seekers which could be beneficial for the organization in long terms.

Reduces Workload:

The ESM system causes a reduction in workload. Due to its automatic features, rapid responses, and unification of different features on one platform, the ESM tool causes a reduction in workload.

Organizations sometimes could not get returns from their investment in ESM software. There are two reasons for this, one: they didn’t even need to implement it, but they did so just to compete with their rivals. Two: they didn’t make the right choice. The best way to get more returns from Enterprise Service Management software is to select the best one. Choosing the best ESM tool is difficult due to its wide variety. Following is a complete guide on what qualities an ideal Enterprise Service Management system should have.

Qualities Of The Best Enterprise Service Management Tool:

To choose the best software to run your ESM process, you must know the qualities of the best Enterprise Service Management system. Choosing the best software is the most important thing which could benefit you. That’s why we are giving you a detailed guide on what should be the qualities of the best ESM software. Following are the qualities of the best ESM tool.

More Features With Less Price:

An ideal ESM system provides more advanced features at a reasonable price. You should neither select the software with a low price, which has fewer features, nor the software with a higher price offering advanced features. You should search and compare different software to find an ideal software that offers more features at a lower price than its alternatives.

Free Trial:

If a software is not offering free trial, it means that software is not an Ideal tool for you. An ideal Enterprise Service Management tool always offers a limited free trial to its new users. The purpose of the free trial is to check the capabilities of the software to tackle the challenges which your company is facing. If it succeeded to do the job in a trial run, you should continue with it, otherwise you could change it without wasting your money.


Finding the best ESM system that can tackle your problems is difficult. Moreover, business challenges are dynamic, you cannot change your software with continuously changing business problems. That’s why an ideal ESM tool must be flexible. It should contain the customization feature so that you can change it according to your needs.

Change Management:

Change management is a process that defines a complete system to bring new changes to your business management. It is the most important feature of an ESM, for which you should be more careful. It is because a change in management could benefit you if it is well planned. A poorly planned change risks and causes an interception in your business operations. Change management feature planned it ultimately. It assigned duties, tasks, and steps in this regard before starting the process.

In the modern period, bringing new changes is essential because if you make your organization static, it will remain too behind in the competition. The change management feature assures you of well-planned risk-free changes. That’s why your ESM software must include that feature.

Self-Service Tools:

Self-service features are also important and must be included in the ESM system. When some of your employees or client is stuck in some issue regarding your organization, they have to contact your service management department. Most of them prefer to solve their problem on their own instead of having a conversation with the service agent. Self-service tools are important for that kind of user.

Self-service includes tools like FAQs, Q, and A-type solutions or a knowledge base. This feature is very important because it could benefit more in different fields. For example, it reduces the workload from the service teams; requesters don’t need to contact the service agents even for their simple problems, which is joyful for them. That’s why this feature must be included in your ESM software.

Multi-Channel Communication:

Multi-channel communication is an important feature to give more rapid responses to get more satisfaction from the requesters. It provides a list of communication channels to choose the suitable way. All requesters don’t have the facility of the same way of communication. Moreover, some requesters feel it is inappropriate to communicate through a specific channel like online chat or submission forms. For that kind of requester, a feature of multi-channel communication must be added to your Enterprise Service Management system.


If your ESM software has no automated features, you have chosen the wrong one. An ideal ESM system must contain automatic features like auto-creation of tickets and its auto-assignment to the concerned departments. Moreover, it should also have the capability to respond automatically through chatbots for limited communication. If your Enterprise Service Management tool includes that feature, it will save your time and also cause more satisfaction to both the service team and requesters. It will also decrease the workload of your service management team.

Performance Monitoring

The best ESM software must include some performance monitoring tools. These tools help improve the performance of ESM tools. If the software didn’t offer those measures, it could not perform well despite its advanced features because of the lousy performance of the service team. This feature must include better results because it forces the service management team to perform better. This feature includes various methods to measure performance, like chat history, ticket history, history audit, time tracking, etc.

Knowledge Base

This feature could be a lot helpful for the service management team. This feature gives the service management team a knowledge base for common requests. This knowledge base has two types: one is frequently asked questions, and the other is Q and A type solutions. In the first type service agent has been provided with a list of common requests and their solutions. In the second type, the agent has been provided with a space where he posts the request he is tackling and its answer, and his teammates reply to him with the votes. The knowledge base is very helpful in running the ESM process more efficiently.

Shared Inboxes:

Another feature of an ideal ESM software is shared inboxes. These shared conversational spaces are provided to the service management teams to run the process collectively. The service team discusses the collective effort to run the ESM process in these inboxes. The collective effort brings more efficient results. That’s why features of shared inboxes must be included in your ESM system.

Could Deployed In Both Local, Cloud And Hybrid Forms:

An ideal Enterprise Service Management software could deploy in local, cloud, and hybrid forms. Local deployment means it could use your local infrastructure to run an ESM process. Cloud deployment means you can publish it on some public cloud. Hybrid deployment means you can get an instance on a software provider’s cloud. An ideal Enterprise Service Management system always provides a flexible option for its deployment.

How To Find Out The Best ESM Software:

There are many Enterprise Service Management software available in the market. Due to the variety, it became more difficult to find the best ESM system. To make your work easier, we are giving you a complete mechanism to choose the best one. You should take the following steps to find out the best ESM software.

Clarity Of Mind:

Your mind should be clear about what you want. While choosing ESM software, you should be clear about what software suits your company. You should keep the size and requirements of your organization in your mind. It would be better if you made a complete list of requirements and the features you want to meet those requirements.


It would be best if you took an overview of nearly all possible options. You should keep those specific features in your mind while overviewing the software. The purpose of this overview is to find out the features which you want in your ESM tool.


After overviewing the software, short-list the best options that seem closer to your requirements. Shortlisting will be helpful for you to narrow down the range. You can shortlist 10, 20, or 30 best ESM software closer to your requirements. After short-listing, the image becomes more clear for you.


After shortlisting the suitable options, the next step is to compare them. It would be best if you compared them according to their price, features, and reliability. You should keep your requirements in mind while comparing; the comparison should make the image more transparent.

Time To Make Your Decision:

Comparison will give you 2, 3, or might be one option to select. Now, it’s time to make the decision. You can decide by overviewing those options again. It is not difficult to find out the best choice from 2, 3, or even five options. So, it would help if you made your decision wisely. A wise decision could benefit you more.

Trial Run:

The ideal Enterprise Service Management software always offers a free trial. It would be best if you took a trial run before the complete implementation of the selected software. In the trial run, you should check whether the selected system could meet your requirements or not. If yes, you should deploy it permanently, and if not, you should select the other one without wasting your money.

If you follow that mechanism, you can find the best option easily. If you are not sure about what features you should seek, then you could rely on the features we have given above. These features are the solutions to common problems organizations face in their daily routine. If you are unable to do that mechanism or you did, but it does not work, you must overview our product. It is made specifically to provide the best ESM to organizations. We hope it could be beneficial for you as your Enterprise Service Management tool.

TIKTING Service Management For ESM

TIKTING could be the best ESM software for you. It has solutions to nearly all the common problems an enterprise faces in its ESM process. If we compare it with its alternatives, we know that it offers more advanced features at a lower price than others. Its advanced features make it more reliable for enterprise service management.

TIKTING uses grade-3 redundant database architecture, which is more reliable. Due to its unique database architecture, it can simultaneously deal with thousands of requests. Its automated features make an organization’s response more rapid, meaningful, and concluded, which causes more satisfaction to the requesters. It has nearly all the features which we stated above. You could also refine it through the mechanism mentioned above.

As an ESM software, it could manage the services of all enterprises regardless of their sizes. It is a flexible system that can customize according to the requirements of your organization. It could also be deployed in the cloud, hybrid, and local forms. Due to its low price, TIKTING makes it possible for small organizations to get an ESM system with more advanced features.

TIKTING especially focuses on the change management process. It offers an advanced and well-defined process to bring new changes. Through its change management features, it ensures risk-free changes in all-across the organization. If you want to enhance client and employee satisfaction, you must use TIKTING Service Management as your ESM tool. IT could be more beneficial and helpful for you. Moreover, it could cause a decrease in workload and operational costs.


In this detailed overview, we have overseen the concept of ITIL. We briefly overviewed its main concepts, importance, and benefits. After this overview, we learn what is ITIL? ITIL has been very important for organizations due to its detailed mechanism for organizations to run their daily service operations.

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