Enterprise Service Management is a unified approach to the work of service departments. With the help of a single model of service provision and automation tools, end-to-end provision of services is ensured.

Here are some common examples:

• Customer service. Handling high volume of requests.
• Human resources (HR). Handling requests for leave and business trips, changes to health plans, onboarding and training, salary enquiries.
• Accounting and finance. Approving expenses, sending invoices, tracking payments.
• Creative and marketing teams. Creating stock images and presentations, applying product changes to the site.
• Legal. Reviewing and approving documents, requests for standing contracts/forms, and certifying documents.
• Purchasing/procurement. Processing purchase orders.
• Security. Onboarding new employees and performing security checks and audits.
• General administration. Requesting office supplies, managing printing and courier services, and tracking meeting rooms.
• Facilities/building services. Managing requests for repairs, office relocations.

The main idea behind IT Service Management is the delivery of IT as a service. It describes the processes and tools IT teams use to manage IT services, end to end, and covers all information technologies within an organization.

ITSM groups key applications into packages that can grow with you as your needs change.

Package components:

• Incident Management
• Problem Management
• Change Management
• Request Management
• Asset Management
• Knowledge Management
• Configuration Management
• Reporting
• Service Level Management
• Partnet Relation Management

IT Operation Management deliver proactive operations. Uses insights and automation to predict issues, reduce user impact, and streamline resolutions.

Main components:

• Configuration Management Database (CMDB). Explore configuration item, CI relation, visualization and reporting.
• Discovery. Automated discovery, certificate management, audit and reporting.
• ITOM Health. Collect and analyze telemetry, and log data.
• Flow design. Pre-built playbooks and knowledge base resources.

Facilities management encompasses a wide range of disciplines and roles.

• Facilities Service Management. Indicates the location, identifies configuration items, scheduler maintence, request management.
• Reliabiliy-Centred maintenance (RCM). Strategy, planning, asset condition monitoring, predictive maintenance and preventive maintenance.
• Maintenance, repair and overhaul (MRO). Preventive maintenance, Corrective maintenance, Reinforcement.