[Enterprise Service Management], [DocumentDownload]

Enterprise Service Management – often referred to as ESM – is the extension of IT Service Management (ITSM) practices to service teams across an organization. While departments like HR and facilities have long offered internal resources and support to other teams, they’ve recently begun applying service management structure to their work.

Forrester explains that extending service management from IT to more business-centric use cases typically involves “managing service demand and supply through a common platform, portal, and service catalog; and speeding up innovation and workflow automation through PaaS/low-code development tooling.”

The Atlassian approach to ESM

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