https://esm-guide.com/en/tags/it-leadership/Recent content in IT Leadership on ESM GuideHugoen-USWed, 12 Aug 2026 00:00:00 +0000https://esm-guide.com/en/blog/what-is-enterprise-service-management/Wed, 12 Aug 2026 00:00:00 +0000https://esm-guide.com/en/blog/what-is-enterprise-service-management/<blockquote> <p><strong>In short:</strong></p> <ol> <li>ESM applies to non-IT departments the service management practices born in IT: catalogue, request portal, workflows and measured turnaround times.</li> <li>The four functions most often involved are human resources, facilities, finance and legal.</li> <li>An ESM initiative is not a tool purchase: it starts with a written service catalogue and its committed turnaround times.</li> <li>The ITIL 4 framework describes 34 management practices, a large majority of which apply as-is outside the IT perimeter.</li> </ol> </blockquote> <h2 id="what-enterprise-service-management-covers">What Enterprise Service Management covers</h2> <p><strong>Enterprise Service Management</strong> means applying, across the whole organisation, the service management principles formalised in IT since the 1990s. The reasoning is straightforward: a badge request sent to facilities and a password reset sent to IT raise exactly the same organisational problem. Who receives it, within what deadline, following which procedure, and how does the requester track progress.</p>