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What is ESM?

Daffodil in full flowerESM = Enterprise Service Management

Service Management explores how value is added:

  • how people in a team add value
  • how teams within a department add value
  • how departments within a company add value
  • how the supplier-company-customer chain adds value

I find the hardest part of being a Service Management Analyst is convincing people that an outsider can add value to a business that they are expert at.

Here is an example of a success:

I worked with a brick-and-clicks retailer, and high-lighted a niche market they could exploit. They were including some information that they considered to be of 'passing interest', in most cases, to their intended target audience.

The recommendation was to provide a focus on that information.  The recommended changes were made to their web site and advertising, resulting in immediate increase in online sales of 40% as what the client considered to be a less discerning audience found items which satisfied their needs.


While modern Service Management theory has it's roots in IT as ITSM, the skills are transferable to the whole enterprise. The supplier in the example above was a low-tech manual service that has been around for more than two millenia.
The ESM.Solutions business model is based on:

  • Presentations and workshops
  • Documenting processes
  • Providing DIY check-sheets
  • Carrying out process reviews, including incident and problem reviews