Though ESM inherits all benefits of ITSM, in particular, ESM offers the following benefits:
· Cost-saving through efficient workflows.
· Increased customer satisfaction through continuous feedback and support.
· Building long term relationships with customers.
ESM vs ITSM differences
At the same time, there are a few differences that can be summed up under the scope of application of IT to service management.
· The key difference lies in the fact that ITSM primarily focuses on organizational processes related to IT services. These include core IT services such as system upgrades, access control, and application deployment. ESM, on the other hand, applies to a wide range of organizational processes going beyond IT, such as human resources, employee onboarding processes, customer service, or resource procurement.
· ITSM focuses on the technical aspects of IT operations while ESM focuses on the business-oriented use cases.
· ESM can address non-technical needs that ITSM might not cover. An example of this need could be the need for human resources to maintain a specified amount of data privacy. Another example is the need to ensure safety and compliance regulations such as HIPAA, GDPR, etc.
Summary
Service management is an integral part of an organization’s operations, either at the IT level or a company-wide level, that ensures optimum performance, efficient & effective delivery, and ultimately offers enhanced business value.
To have better planning and management, IT operations are typically broken down
into multiple services. Service management ensures smooth delivery of these qualitative and standardized services that support organizational activities. Efficient and effective service management frameworks not only facilitate organizations to adapt better to changing customer requirements but also help in developing long term relationships with the customers.
The ITSM approach addresses service management at the IT level while ESM extends the principles and processes of service management to various departments and business verticals of an organization. Though the goals of ESM and ITSM overlap to an extent, both adopt similar processes and tools to manage services of an organization.
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About the author
Sudip Sengupta is a TOGAF Certified Solutions Architect with more than 15 years of experience working for global majors such as CSC, Hewlett Packard Enterprise, and DXC Technology. Sudip now works as a full-time tech writer, focusing on Cloud, DevOps, SaaS, and Cybersecurity. When not writing or reading, he’s likely on the squash court or playing Chess.
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