The term is used somewhat generically to describe the use of service-oriented business models initially developed for IT (like those found in ITIL, TOGAF and YaSM) to non-IT functions across the enterprise. These can include a new laptop, application access, a security specialist’s consulting, and more. Forrester cited BMC Helix as a Leader with the top score in the current offering category. One example of how an organization was able to leverage ESM to successfully respond to this is a federal judicial body that quickly and easily pivoted to remote working during lockdown. SMAX software for IT and Enterprise Service Management makes it easier for IT and non-IT to get employees back to work faster, happier. A step beyond IT Service Management, KPMG’s Enterprise Service Management (ESM) is designed to help organisations of all sizes address these challenges. You might incorporate one or several ITSM frameworks into your ITSM practice. In the digital world, employees expect easy and instant access to these services through a common service catalog, along with automatically fulfilling their request immediately. Learn how to overcome the limitations of manual ESM and ITSM tools to start delivering connected, automated, informed experiences — powered by machine learning — to every employee across the enterprise. 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