Service integration and management (SIAM) is a management methodology that can be applied in an environment that includes services sourced from a number of service providers.

1. Enterprise Service
Management
Essentials

2. Enterprise Service Management Essentials
About this Document
Enterprise service management (ESM) is an industry hot topic, but its meaning isn’t always
clear. Some definitions describe a software solution:
“Enterprise service management (ESM) is a category of business management software—
typically a suite of integrated applications that a service organization uses to capture,
manage, save and analyze data critical to their service business performance.” (source:
Wikipedia)
Others describe a bigger transformation to how we work:
“Enterprise Service Management is about applying a service-oriented business model to the
way your organization works internally. It is an operational architecture where each
functional area of the business is defined as a service domain that offers services.” (Source:
AxiosSystems.com)
In this briefing paper, 6 industry experts share their insights into ESM, to answer these
questions:
▪ What does ESM mean to you?
▪ Why are we talking about ESM now?
▪ What benefits could ESM deliver?
Their experiences can help you understand the implications of ESM for your own
organization.
About the Authors
Scopism would like to thank the authors who helped to create this document. They are
world-leading experts, and their insights are invaluable. Some of the authors are also
members of the team of eConsultants at Scopism. eConsultants offer advice and support to
organizations around the world – virtually.
eConsultancy engagements can be used to provide support and mentoring to help clients
set and review goals and objectives, to apply skills and knowledge and to give a sounding
board for ideas and projects that are planned or in progress.
Learn more about eConsultancy.
About Scopism
Scopism helps IT management professionals keep on top of new trends and maintain their
capabilities through:
▪ Content
▪ Events
▪ eConsultancy
▪ Training Programs

3. Enterprise Service Management Essentials
Martijn Adams, General Manager
EMEA, ITRP Institute
What does enterprise service management mean to you?
ESM to me means that employees have one place to go to, to get help with whatever
question or whatever issue they have. It is one big HELP button on their smartphone that
gives them direct access, in a consistent way, to all services their organisation provides to
them.
Why are we talking about enterprise service management now?
I remember tool vendors talking about it back in the year 2000 already but it was never
really embraced by organisations until a few years ago. I think it is a combination of
employee expectations, new delivery models and the digital agenda of organisations.
Today employees, in their private lives, are used to having access to virtually everything in a
quick and easy to understand manner by simply clicking an app on their smart phone. They
expect the same from all the services provided to them by their company. Waiting on the
phone, having to go to multiple different departments, long waiting times due to
disconnected processes, etc. is simply unacceptable to them.
The digitalisation of organisations means that all departments are looking
at IT solutions to improve their service delivery.
HR, Facilities, Fleet, etc. are no longer just using workstations, a printer and ERP, they are
now looking at technology solutions for anything and everything that is going on in their
departments. This is, among others, made possible by SaaS solutions that are readily
available to them for all kind of services and other technology advancements such as
Localisation Services on smart phones (very useful for fleet managers for example).
When you offer services, you will have to manage them making Service Management an
area of interest to all these departments. And when your employees expect an efficient
delivery of all services including the cross functional ones, you automatically end up with
Enterprise Service Management.

4. Enterprise Service Management Essentials
What benefits could enterprise service management deliver?
Happy employees! One place to go for whatever question you have, not having to figure out
where to go and whom to ask, quicker responses, no finger pointing between departments.
Happy employees are way more productive and less likely to leave the organisation. An
additional benefit I have seen at organisations moving towards ESM is that departments
open up to each other. There is more discussion, more collaboration, they sit down on the
same table for lunch, etc.

5. Enterprise Service Management Essentials
Damian Bowen, ITSM consultant,
ITSM Value
View Damian’s eConsultant
What does enterprise service management mean to you?
Enterprise service management enables business functions to actually integrate, to be one
and to learn from each other for the benefit of the organisation.
Integration and sharing is the key to me without question, it is how as a business we can
deliver a coherent experience to our organisation. Cross department, us and them can be
removed enabling us to deliver huge operational benefits. Sharing budget, tools, processes
and management principles is a key driver for business success and if implemented properly
and cohesively ESM can add significant value to any and every business.
Why are we talking about enterprise service management now?
The focus on ESM now has come from the efficiencies that are needed to
deliver digital transformation.
Vendors are understanding that the ITSM platforms can be used efficiently across
organisations not just for IT related issues. To streamline business processes and product
sets departmental boundaries absolutely have to be crossed, and working together will
always be more fruitful for every organisation.
What benefits could enterprise service management deliver?
The ability to share operational expenditure means that more cohesive, fit for purpose
solutions can be implemented, enabling the cost efficiencies to be delivered to multiple
departments and the costs to be spread across departments not just IT. Reducing the
number of tools, the expensive and sometimes unsupportable integrations is critical to
deliver digital transformation.
Business processes cross boundaries and supporting the whole business with structured,
robust and efficient methodologies, will deliver improved service levels. As well as improved
service levels, ESM will deliver increased return on investment, a downturn in operational
expenditure and more importantly than any of these an increased customer and employee

6. Enterprise Service Management Essentials
experience. ESM will give you engaged users and customers, which in turn will help drive
efficient revenue growth.
Work with Damian
Learn more about Damian and view his eConsultancy profile here.

7. Enterprise Service Management Essentials
James Gander, IT Management
Consultant, Gander Service
Management Ltd
What does enterprise service management mean to you?
Enterprise Service Management is, to me, what the wider organisation's support services
already do. HR provide service management, as does Finance. They may not call it that but
it's what they do. In IT, we get fixated on the fact that we believe we invented it, but we
didn't. In some organisations ITSM is more mature that other areas, and in other
organisations it isn't.
ESM is all about having processes of some description, to enable you to provide the services
that the organisation needs and wants, end to end. This covers IT, HR, Finance, Payroll and
many other services. ESM is "lean services" in one aspect.
Why are we talking about enterprise service management now?
ESM is starting to come into people's visibility now because of a take up in
Lean working across organisations whether they know it as that or not.
If you can consolidate the end to end view of services, learn from each other, reduce waste
and all use the same system to manage the delivery of those services then you save time &
money and, again, reduce waste. However, it's been happening for years. Some small
organisations have had a single point of contact for IT & Facilities for a while. All logged in
the same place. Business Process Outsourcers have been doing this to reduce risk and save
money. It's not new, just new to our conversations.
What benefits could enterprise service management deliver?
As I mentioned, it makes the delivery of services easier for end users as there is one overall
view of the services and everyone understands who does what. For example, if there is a
new starter and the hiring manager can initiate one process from one form or system, and
know that everything needed will happen, that's going to save that manager time and
reduce stress. It will also reduce waste through re-entry and the duplication of information.
Each team, HR, Finance, Facilities, IT etc. will have what they need, when they need it and
be able to deliver in time. This then delivers cost savings, reduces duplication of effort and

8. Enterprise Service Management Essentials
reworking through incorrect information (name spelt differently across 6 forms) and
ensures that everyone has what they need when they need it.
Work with James
Learn more about James and view his eConsultancy profile here.

9. Enterprise Service Management Essentials
Daniel Breston, Coach and
Consultant, Qriosity Limited
What does enterprise service management mean to you?
It is the use of technology based practices and tools to help an organisation perform their
work better, achieve a goal or remove an obstacle. ESM is customer focused and strives to
ensure that better, faster, safer products and services practices are high in quality internally
as they are externally.
Why are we talking about enterprise service management now?
DevOps has started the conversation. Agile fast delivery has provided the processes and the
realisation that technology in a business is now the business.
What benefits could enterprise service management deliver?
Engagement, collaboration, agreed improvement across the value streams of work in an
organisation, less expensive costs of technology by integrating tools into the value streams,
improved customer satisfaction and retention, higher staff morale.
Work with Daniel
Learn more about Daniel and view his eConsultancy profile here.

10. Enterprise Service Management Essentials
Simon Dorst, Manager, Service
Management Services, Kinetic IT
What does enterprise service management mean to you?
As it says, it means service management in the enterprise: the application of (IT)SM
practices, tools, processes etc. in an end-to-end, businessenterprise environment. For
instance: central request fulfilment, or a service desk, integrated changeproject
management (with Agile practices embedded) …
Why are we talking about enterprise service management now?
Mainly because vendors are pushing is as an opportunity to sell ITSM tools to non-ITSM
customers.
It kind of has been around for years, but I guess with the increasing focus of late on the
Business-IT integration, and delivering true, business value, it became relevant to transpose
some of IT’s success stories (in managing services) into the enterprise.
What benefits could enterprise service management deliver?
As with most things it is not a silver bullet, nor should it be perceived as a point or tool
solution (for instance for a central, enterprise service desk; this is ‘part of’ but not all of
ESM).
First and foremost, ESM needs to be driven by the ‘enterprise’, i.e. the business, and not IT
‘showing off’ their tool (or process, or …). The outcomebenefit and thus the accountability
needs to lay with the business.
But when done ‘properly’, the benefits are similar to what we want to achieve with ITSM:
efficient, effective, end-to-end, repeatable, guaranteed, measured, managed enterprise
services, i.e. true business outcomes and value.
To me it gets really exciting to think how we can utilise enabling (ITSM) practices like Agile,
ITIL, OBASHI and SIAM in an enterprise environment. Currently often the participation (dare
I say ‘integration’) of the business can be a challenge or even a blocker, but when embraced
‘from above’ (from the enterprise level) we should be able to create some genuine end-to-
end, all-of-business practices.
It will also contribute to further ‘integration’ of IT and the business or rather perhaps finally
get rid of the concept of ‘integration’ and accept IT as a part of the business.

11. Enterprise Service Management Essentials
Work with Simon
Learn more about Simon and view his eConsultancy profile here.

12. Enterprise Service Management Essentials
Karen Ferris, Director, Macanta
Consulting Pty Ltd
What does enterprise service management mean to you?
Unlike what a Google search will tell you, ESM is not about a piece of business management
software. Yes, technology will be needed to underpin ESM but it is not the tool that is ESM.
ESM is the extension of best practice service management processes across the
organisation. It could be, as most people are talking about, the extension of ITSM processes
into other business units. Typically, into those business units that have high volumes of
similar requests, have to deliver requests within specific timeframes and need to be tracked,
have processes that have approval gates etc.
However, these other business units may well have good service management practices
already in place but are just not calling them that.
ESM is taking the best of breed service management processes and rolling
them out across the enterprise bringing consistency and efficiencies.
Certainly, ITSM will have a significant input to this especially if the IT department has
adopted and adapted best practice and is delivering value to the rest of the business.
ESM has to be driven from the top down. It cannot be IT that tells the rest of the business
that it has the best service management and that everyone else should adopt it. IT can
certainly inform and contribute to the discussion and it may surface that IT does in fact have
the best service management in place! But this has to come from collaboration and co-
design to reach that point of recognition.
ESM means that IT and the rest of the business need to join forces and adapt organisational
wide service management expertise that meets the needs of the entire enterprise. Therein
lies the challenge!

13. Enterprise Service Management Essentials
Why are we talking about enterprise service management now?
Good question. No idea! Many organisations have been using the 'ITSM' tools and similar
'ITSM' processes outside of IT for some time now. Maybe as Gartner suggests, it is vendor
hype? Maybe we needed another acronym to fill a void?
What benefits could enterprise service management deliver?
A better return on the investment in the ITSM solution if the rest of the business decided to
use it.
The more people and business departments that use a solution, the better the ROI
regardless of whether it is the IT tool one or not. Avoid having multiple solutions in the
organisation to deliver the same capabilities.
A one-stop shop. IT may have a service catalogue to describe its services and how to procure
them. But, why not have one service catalogue for all business services including HR,
Facilities, Legal, Finance, Administration, Marketing, Security and so on. No more scrambling
around trying to find out how to get advice on pay scales, or how to get repairs done, or
how to request training, or how to request office supplies etc. It’s all in one service
catalogue and service request catalogue. We are all used to using portals when interacting
with our banks, retailers, government agencies etc. So why should the experience within the
organisation be any different?
Centralisation of the management of all services offered by the organisation.
Elimination of waste though adoption of best of breed service management processes and
removing non-value adding activities. Let's talk LEAN!
Alignment of all business units in delivering value to the rest of the business and supporting
organisational objectives.
All of the above should result in increased employee engagement and customer satisfaction.
Standardisation of processes across not only a centrally located organisation but across a
globally distributed organisation where the same service management process may have
evolved differently in each location. Breakdown of silos!
Work with Karen
Learn more about Karen and view her eConsultancy profile here.