The term Enterprise Service Management (ESM), while its roots are firmly planted in IT Service Management (ITSM), the core value of ESM lies in its ability to extend structured service delivery across the entire organization.

Digital transformation is no longer optional – it’s the foundation of how organizations remain competitive and resilient in an ever-changing business environment. Yet, many IT teams are still tied down by outdated service contracts, rigid outsourcing models, and legacy tools that simply weren’t designed for today’s digital-first world.

Between staffing shortages, rising support costs, and the need for faster response times, many IT leaders are under pressure to find a more effective service desk model. Two common strategies often emerge in this decision-making process.

Explore who can benefit from IT Service Management (ITSM) across different industries. Learn how ITSM improves service delivery, enhances digital workflows, and supports cross-departmental efficiency—from IT and HR to leadership and beyond.

It happened during finals week.

Hundreds of students were deep into timed online exams. In the lecture halls, Wi-Fi-dependent presentations were underway. Across campus, administrators were mid-meeting, connected through Teams.

And then, the Wi-Fi just... vanished.

Picture this: It’s Monday morning, and your company’s email system suddenly goes down. Employees flood the IT department with urgent tickets, deadlines are missed, and frustration spreads like wildfire. Sound familiar? For many organizations, IT issues feel like an endless game of whack-a-mole—fix one problem, and another pops up. But what if there was a way to bring order to the chaos? That’s where IT Service Management (ITSM) comes in.