Enterprise Service Management (ESM) and YaSM - Revision history

Andrea at 09:09, 17 February 2025

2025-02-17T09:09:50Z

← Older revision		Revision as of 11:09, 17 February 2025
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	<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/Enterprise-Service-Management_(ESM)_und_YaSM"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="210" height="54" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/></html>		<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/Enterprise-Service-Management_(ESM)_und_YaSM"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="210" height="54" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/></html>
	~~<p> </p>~~

	<span id="Definition"><span id="md-webpage-description" itemprop="description"><b><span style="color:#465674;">Enterprise service management (ESM)</span></b> is a management discipline aimed at providing value to customers in the form of [[Service\|services]]. ESM includes capabilities for designing, implementing, operating and improving services. [[#ITIL-glossary\|[1]]]</span></span>		<span id="Definition"><span id="md-webpage-description" itemprop="description"><b><span style="color:#465674;">Enterprise service management (ESM)</span></b> is a management discipline aimed at providing value to customers in the form of [[Service\|services]]. ESM includes capabilities for [[#Processes_for_enterprise_service_management\|designing, implementing, operating and improving services]]. [[#ITIL-glossary\|[1]]]</span></span>
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	<figcaption><span style="font-variant:small-caps;"><b><a href="https://yasm.com/en/videos/enterprise-service-management-yasm" title="Start video: Enterprise Service Management (ESM) and YaSM">Start the video: Enterprise-Service-Management</a></b></span></figcaption></figure>		<figcaption><span style="font-variant:small-caps;"><b><a href="https://yasm.com/en/videos/enterprise-service-management-yasm" title="Start video: Enterprise Service Management (ESM) and YaSM">Start the video: Enterprise-Service-Management</a></b></span></figcaption></figure>

	<p style="margin-top: 10px; word-wrap:normal;">If you are new to enterprise service management, start here! In this video Stefan Kempter explores the ideas behind enterprise service management and he shows how the <a href="https://yasm.com/en/" title="YaSM - Yet another Service Management Model">YaSM model</a> helps service providers with introducing ESM.</p>		<p style="margin-top: 10px; word-wrap:normal;">If you are new to enterprise service management, start here!</p>
			<p>In this video Stefan Kempter explores the ideas behind enterprise service management and he shows how the <a href="https://yasm.com/en/" title="YaSM - Yet another Service Management Model">YaSM service management model</a> helps service providers with introducing ESM.</p>
	<p>Watch the video:</p>		<p>Watch the video:</p>
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	[1] <span id="ITIL-glossary">This description is a variant of the term "service management" in the official ITIL® glossary. The complete ITIL glossary is available for download at the [https://www.axelos.com/resource-hub/glossary/ AXELOS website].</span><br />		[1] <span id="ITIL-glossary">This description is a variant of the term "service management" in the official ITIL® glossary. The complete ITIL glossary is available for download at the [https://www.axelos.com/resource-hub/glossary/ AXELOS website].</span><br />
	[2] <span id="Wikipedia-ESM">[https://en.wikipedia.org/wiki/Service_governance#Enterprise_service_management Service governance]. -- Wikipedia. Retrieved ~~July 23~~, ~~2024~~.</span>		[2] <span id="Wikipedia-ESM">[https://en.wikipedia.org/wiki/Service_governance#Enterprise_service_management Service governance]. -- Wikipedia. Retrieved February 16, 2025.</span>

	<html>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</html>		<html>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</html>

Andrea at 14:05, 23 July 2024

2024-07-23T14:05:02Z

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Andrea at 17:58, 2 March 2024

2024-03-02T17:58:25Z

← Older revision		Revision as of 19:58, 2 March 2024
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	<p> </p>		<p> </p>

	<span id="Definition"><span id="md-webpage-description" itemprop="description">~~[[Enterprise_Service_Management_(ESM)_and_YaSM\|~~Enterprise service management (ESM)]] is a management discipline aimed at providing value to customers in the form of [[Service\|services]]. ESM includes capabilities for designing, implementing, operating and improving services. [[#ITIL-glossary\|[1]]]</span></span>		<span id="Definition"><span id="md-webpage-description" itemprop="description"><b><span style="color:#465674;">Enterprise service management (ESM)</span></b> is a management discipline aimed at providing value to customers in the form of [[Service\|services]]. ESM includes capabilities for designing, implementing, operating and improving services. [[#ITIL-glossary\|[1]]]</span></span>
	<p> </p>		<p> </p>

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	<meta itemprop="keywords" content="ESM IT" />		<meta itemprop="keywords" content="ESM IT" />
	<meta itemprop="keywords" content="What is Enterprise Service Management" />		<meta itemprop="keywords" content="What is Enterprise Service Management" />
	<img itemprop="contentUrl" style="margin:0px 0px 15px 20px; float:right;" srcset="https://yasm.com/wiki/en/img/enterprise-service-management/480px/what-is-enterprise-service-management.jpg 480w, https://yasm.com/wiki/en/img/enterprise-service-management/what-is-enterprise-service-management.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/enterprise-service-management/what-is-enterprise-service-management.jpg" width="480" height="270" title="What is Enterprise Service Management (ESM)?" alt="What is enterprise service management? How did enterprise service management evolve out of IT service management (ITSM), and what are its benefits?" /></a>		<img itemprop="contentUrl" style="margin:0px 0px 15px 20px; float:right;" srcset="https://yasm.com/wiki/en/img/enterprise-service-management/480px/what-is-enterprise-service-management.jpg 480w, https://yasm.com/wiki/en/img/enterprise-service-management/what-is-enterprise-service-management.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/enterprise-service-management/what-is-enterprise-service-management.jpg" decoding="async" width="480" height="270" title="What is Enterprise Service Management (ESM)?" alt="What is enterprise service management? How did enterprise service management evolve out of IT service management (ITSM), and what are its benefits?" /></a>
	<div class="thumbcaption" style="margin:5px 0px 20px 20px"><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/enterprise-service-management/what-is-enterprise-service-management.jpg" title="What is Enterprise Service Management (ESM)?">What is Enterprise Service Management?</a></b></span><br />How ESM evolved out of IT Service Management (ITSM)</div></div></div></html>		<div class="thumbcaption" style="margin:5px 0px 20px 20px"><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/enterprise-service-management/what-is-enterprise-service-management.jpg" title="What is Enterprise Service Management (ESM)?">What is Enterprise Service Management?</a></b></span><br />How ESM evolved out of IT Service Management (ITSM)</div></div></div></html>

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	==Video: What is ESM?==		==Video: What is ESM?==

	<html><a href="https://yasm.com/en/videos/enterprise-service-management-yasm" ><img srcset="https://yasm.com/en/content/videos/enterprise-service-management-yasm/480px/yasm-enterprise-service-management-video.jpg 480w, https://yasm.com/en/content/videos/enterprise-service-management-yasm/yasm-enterprise-service-management-video.jpg 1280w" sizes="100vw" src="https://yasm.com/en/content/videos/enterprise-service-management-yasm/yasm-enterprise-service-management-video.jpg" width="480" height="270" class="thumbimage" alt="Video: Enterprise Service Management (ESM) and YaSM" title="Start video: Enterprise Service Management (ESM) and YaSM" style="display: block; float: right; margin-top: 10px; margin-left: 10px; margin-bottom: 10px; margin-right: 0px" /></a>		<html><a href="https://yasm.com/en/videos/enterprise-service-management-yasm" ><img srcset="https://yasm.com/en/content/videos/enterprise-service-management-yasm/480px/yasm-enterprise-service-management-video.jpg 480w, https://yasm.com/en/content/videos/enterprise-service-management-yasm/yasm-enterprise-service-management-video.jpg 1280w" sizes="100vw" src="https://yasm.com/en/content/videos/enterprise-service-management-yasm/yasm-enterprise-service-management-video.jpg" decoding="async" width="480" height="270" class="thumbimage" alt="Video: Enterprise Service Management (ESM) and YaSM" title="Start video: Enterprise Service Management (ESM) and YaSM" style="display: block; float: right; margin-top: 10px; margin-left: 10px; margin-bottom: 10px; margin-right: 0px" /></a>
	<p style="margin-top: 10px; word-wrap:normal;">If you are new to enterprise service management, start here! In this video Stefan Kempter explores the ideas behind enterprise service management and he shows how the <a href="https://yasm.com/en/" title="YaSM - Yet another Service Management Model">YaSM model</a> helps service providers with introducing ESM.</p>		<p style="margin-top: 10px; word-wrap:normal;">If you are new to enterprise service management, start here! In this video Stefan Kempter explores the ideas behind enterprise service management and he shows how the <a href="https://yasm.com/en/" title="YaSM - Yet another Service Management Model">YaSM model</a> helps service providers with introducing ESM.</p>
	<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 15px;">		<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 15px;">
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	<meta itemprop="keywords" content="enterprise service management processes" />		<meta itemprop="keywords" content="enterprise service management processes" />
	<meta itemprop="keywords" content="enterprise service management activities" />		<meta itemprop="keywords" content="enterprise service management activities" />
	<meta itemprop="keywords" content="enterprise service management processes" />		<meta itemprop="keywords" content="enterprise service management processes" />
	<img itemprop="contentUrl" style="margin:5px 0px 15px 20px; float:right;" srcset="https://yasm.com/wiki/en/img/enterprise-service-management/480px/enterprise-service-management-esm-activities-processes-lifecycle.jpg 480w, https://yasm.com/wiki/en/img/enterprise-service-management/enterprise-service-management-esm-activities-processes-lifecycle.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/enterprise-service-management/enterprise-service-management-esm-activities-processes-lifecycle.jpg" width="480" height="360" title="Enterprise service management processes and activities" alt="Enterprise service management processes and activities. The ESM lifecyle processes include activities in the areas of strategy, design, implementation, operation, and improvement." /></a>		<img itemprop="contentUrl" style="margin:5px 0px 15px 20px; float:right;" srcset="https://yasm.com/wiki/en/img/enterprise-service-management/480px/enterprise-service-management-esm-activities-processes-lifecycle.jpg 480w, https://yasm.com/wiki/en/img/enterprise-service-management/enterprise-service-management-esm-activities-processes-lifecycle.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/enterprise-service-management/enterprise-service-management-esm-activities-processes-lifecycle.jpg" decoding="async" width="480" height="360" title="Enterprise service management processes and activities" alt="Enterprise service management processes and activities. The ESM lifecyle processes include activities in the areas of strategy, design, implementation, operation, and improvement." /></a>
	<div class="thumbcaption" style="margin:5px 0px 20px 20px;"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 2: <a href="https://yasm.com/wiki/en/img/enterprise-service-management/enterprise-service-management-esm-activities-processes-lifecycle.jpg" title="Enterprise service management processes and activities">Enterprise service management processes</a></b></span><br />Activities in the ESM lifecycle</span></div></div></div></html>		<div class="thumbcaption" style="margin:5px 0px 20px 20px;"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 2: <a href="https://yasm.com/wiki/en/img/enterprise-service-management/enterprise-service-management-esm-activities-processes-lifecycle.jpg" title="Enterprise service management processes and activities">Enterprise service management processes</a></b></span><br />Activities in the ESM lifecycle</span></div></div></div></html>
	<span style="word-wrap:normal;">Unlike ITIL, enterprise service management is not a well-defined framework, so we cannot provide a universally accepted [[Service Management Processes\|list of ESM processes]] and activities.</span>		<span style="word-wrap:normal;">Unlike ITIL, enterprise service management is not a well-defined framework, so we cannot provide a universally accepted [[Service Management Processes\|list of ESM processes]] and activities.</span>
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	But since ESM has its roots in IT service management best practice, we can assume that the service lifecycle concept in ITIL is a good starting point for all organizations that wish to improve the management of their services. The lifecycle is a variant of the "Plan-Do-Check-Act" or "PDCA" cycle, a well-established management method for [[LP5: Improve the services\|continual improvement]].		But since ESM has its roots in IT service management best practice, we can assume that the service lifecycle concept in ITIL is a good starting point for all organizations that wish to improve the management of their services. The lifecycle is a variant of the "Plan-Do-Check-Act" or "PDCA" cycle, a well-established management method for [[LP5: Improve the services\|continual improvement]].

	The <u>[[Service_Management_Processes#service-lifecycle-processes\|service lifecycle]]</u> consists of five [[Service_Management_Processes\|service management processes]] (or "stages"):		===ESM service lifecycle===

			The <u>[[Service_Management_Processes#service-lifecycle-processes\|ESM service lifecycle]]</u> consists of five [[Service_Management_Processes\|service management processes]] (or "stages"):

	# [[LP1: Set the strategic direction\|Service strategy]]:<br />The first stage in the service lifecycle is about setting the service strategy. As service providers, we start with an assessment of our current service offerings, the customers' needs and our own weaknesses and strengths. Based on this assessment, we can define a strategy or road-map for developing a portfolio of services to be offered to our customers.		# [[LP1: Set the strategic direction\|Service strategy]]:<br />The first stage in the service lifecycle is about setting the service strategy. As service providers, we start with an assessment of our current service offerings, the customers' needs and our own weaknesses and strengths. Based on this assessment, we can define a strategy or road-map for developing a portfolio of services to be offered to our customers.
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	# [[LP4: Operate the services\|Service operation]]:<br />Once the services are operational, we need to ensure they are provided efficiently and effectively. This includes handling issues and service requests, performing maintenance tasks, and producing reports on the achieved service quality.		# [[LP4: Operate the services\|Service operation]]:<br />Once the services are operational, we need to ensure they are provided efficiently and effectively. This includes handling issues and service requests, performing maintenance tasks, and producing reports on the achieved service quality.
	# [[LP5: Improve the services\|Service improvement]]:<br />The final stage is about continual improvement. Within this process, we assess if the services are delivered as promised and try to identify potentials for improvement. This will often lead to the specification and implementation of service improvements.		# [[LP5: Improve the services\|Service improvement]]:<br />The final stage is about continual improvement. Within this process, we assess if the services are delivered as promised and try to identify potentials for improvement. This will often lead to the specification and implementation of service improvements.

	<p> </p>		<p> </p>

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	For instance, a business installing equipment in clients' homes will need robust processes for managing configuration information and dealing with failures of these devices, while this may not be so much of a concern for a restaurant chain.		For instance, a business installing equipment in clients' homes will need robust processes for managing configuration information and dealing with failures of these devices, while this may not be so much of a concern for a restaurant chain.

	Apart from the service lifecycle processes, most organizations will need a number of <u>[[Service_Management_Processes#supporting-processes\|additional, supporting processes]]</u>, as recommended in service management best practice. Among these are [[SP3: Manage customer relationships\|customer relationship management]], [[SP6: Manage projects\|project management]], [[SP12: Manage service financials\|financial management]], etc. Again, this list of processes is not prescriptive and which ones are needed will depend on the type of business.		===Supporting ESM processes===

			Apart from the service lifecycle processes, most organizations will need a number of <u>[[Service_Management_Processes#supporting-processes\|additional, supporting processes]]</u>, as recommended in service management best practice. Among these are
			* [[SP2: Maintain the service portfolio\|service portfolio management]],
			* [[SP3: Manage customer relationships\|customer relationship management]],
			* [[SP6: Manage projects\|project management]],
			* [[SP12: Manage service financials\|financial management]],
			* etc.

			Again, this list of processes is not prescriptive and which ones are needed will depend on the type of business.

	==<span id="enterprise-service-management-framework">YaSM: The ESM process model</span>==		==<span id="enterprise-service-management-framework">YaSM: The ESM process model</span>==
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	==External links==		==External links==
	*[a] <span id="ref-itil-wiki">IT Process Wiki. -- S. Kempter & Kempter, A.: "[https://wiki.en.it-processmaps.com/index.php/Main_Page IT Process Wiki]. -- The Wiki about the IT Infrastructure Library ITIL<sup><small>®</small></sup> (ITIL 4, ITIL V3 & V2), ISO 20000 and IT Service Management (ITSM). - IT Process Maps; Lindau (Bodensee), Germany.</span>		*[a] <span id="ref-itil-wiki">IT Process Wiki. -- S. Kempter & Kempter, A.: "[https://wiki.en.it-processmaps.com/index.php/Main_Page IT Process Wiki]. -- The Wiki about the IT Infrastructure Library ITIL<sup><small>®</small></sup> (ITIL 4, ITIL V3 & V2), ISO 20000 and IT Service Management (ITSM). - IT Process Maps; Lindau (Bodensee), Germany.</span>

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	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:Service management frameworks and standards\|!]]		[[Category:Service management frameworks and standards\|!]][[Category:YaSM process]]
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Andrea at 14:59, 30 December 2023

2023-12-30T14:59:35Z

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Andrea at 12:18, 27 March 2023

2023-03-27T12:18:32Z

Andrea at 15:01, 24 March 2023

2023-03-24T15:01:02Z

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Andrea at 17:54, 6 November 2022

2022-11-06T17:54:15Z

← Older revision		Revision as of 19:54, 6 November 2022
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	<meta name="twitter:image:alt" content="~~Enterprise~~ service management ~~(ESM) is a~~ management ~~discipline. ESM is about providing value to customers in the form~~ of ~~services. This contrasts with~~ IT service management (ITSM) ~~which is specifically about the management of IT services.~~">		<meta name="twitter:image:alt" content="What is enterprise service management? How did enterprise service management evolve out of IT service management (ITSM), and what are its benefits?">
	<link href="https://plus.google.com/104150539756444616711/posts" rel="publisher" />		<link href="https://plus.google.com/104150539756444616711/posts" rel="publisher" />
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	<p> </p>		<p> </p>

	<span id="enterprise-service-management"><span id="md-webpage-description" itemprop="description">[[Enterprise_Service_Management_(ESM)_and_YaSM\|Enterprise service management (ESM)]] is a management discipline aimed at providing value to customers in the form of [[Service\|services]]. ESM includes capabilities for designing, implementing, operating and improving services. [[#ITIL-glossary\|[1]]]~~<br /><br />This contrasts with <i>IT service management (ITSM)</i> which is specifically about the management of IT services.~~</span></span>		<span id="enterprise-service-management"><span id="md-webpage-description" itemprop="description">[[Enterprise_Service_Management_(ESM)_and_YaSM\|Enterprise service management (ESM)]] is a management discipline aimed at providing value to customers in the form of [[Service\|services]]. ESM includes capabilities for designing, implementing, operating and improving services. [[#ITIL-glossary\|[1]]]</span></span>
	<p> </p>		<p> </p>

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	<meta itemprop="keywords" content="What is Enterprise Service Management" />		<meta itemprop="keywords" content="What is Enterprise Service Management" />
	<img itemprop="contentUrl" style="margin:0px 0px 15px 20px; float:right;" srcset="https://yasm.com/wiki/en/img/enterprise-service-management/480px/what-is-enterprise-service-management.jpg 480w, https://yasm.com/wiki/en/img/enterprise-service-management/what-is-enterprise-service-management.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/enterprise-service-management/what-is-enterprise-service-management.jpg" width="480" height="270" title="What is Enterprise Service Management (ESM)?" alt="What is enterprise service management? How did enterprise service management evolve out of IT service management, and what are ~~the~~ benefits ~~of ESM~~?" /></a></div></html>		<img itemprop="contentUrl" style="margin:0px 0px 15px 20px; float:right;" srcset="https://yasm.com/wiki/en/img/enterprise-service-management/480px/what-is-enterprise-service-management.jpg 480w, https://yasm.com/wiki/en/img/enterprise-service-management/what-is-enterprise-service-management.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/enterprise-service-management/what-is-enterprise-service-management.jpg" width="480" height="270" title="What is Enterprise Service Management (ESM)?" alt="What is enterprise service management? How did enterprise service management evolve out of IT service management (ITSM), and what are its benefits?" /></a></div></html>

	__TOC__		__TOC__
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	<br style="clear:both;"/>		<br style="clear:both;"/>

	~~Wikipedia also offers a definition that refers to ESM as a "category of business~~ management ~~software ... and~~ the ~~use of service processes and technologies across an organization" [[#Wikipedia-ESM\|[2]]]. This confuses two concepts which are really different:~~		Enterprise service management is based on the same ideas as IT service management (ITSM), a well-established method specifically for the management of IT services.
	* Enterprise service management as a management ~~discipline, and~~
	* ESM tools or software that are used by organizations to support their ESM processes

	~~Therefore we do not agree with the definition in~~ Wikipedia.		Wikipedia defines ESM as a component of service governance, where service governance is "a means of achieving good corporate governance through managing internal corporate services across and throughout an enterprise" [[#Wikipedia-ESM\|[2]]].

			Organizations that have adopted ESM typically use ESM tools or software, such as helpdesk systems, to support their enterprise service management processes.
	<p> </p>		<p> </p>

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	[1] <span id="ITIL-glossary">This description is a variant of the term "service management" in the official ITIL® glossary. The complete ITIL glossary is available for download at the [https://www.axelos.com/resource-hub/glossary/ AXELOS website].</span><br />		[1] <span id="ITIL-glossary">This description is a variant of the term "service management" in the official ITIL® glossary. The complete ITIL glossary is available for download at the [https://www.axelos.com/resource-hub/glossary/ AXELOS website].</span><br />
	[2] <span id="Wikipedia-ESM">[https://en.wikipedia.org/wiki/~~Enterprise_service_management Enterprise service management~~]. -- Wikipedia. Retrieved ~~September 29~~, ~~2018~~.</span>		[2] <span id="Wikipedia-ESM">[https://en.wikipedia.org/wiki/Service_governance Service governance]. -- Wikipedia. Retrieved November 06, 2022.</span>

	<html>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</html>		<html>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</html>
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	<time itemprop="datePublished" datetime="2016-11-29"></time>		<time itemprop="datePublished" datetime="2016-11-29"></time>
	<time itemprop="dateModified" datetime="2022-09-28"></time>		<time itemprop="dateModified" datetime="2022-11-06"></time>
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	<meta itemprop="significantLinks" content="https://yasm.com/wiki/en/index.php/What_is_YaSM" />		<meta itemprop="significantLinks" content="https://yasm.com/wiki/en/index.php/What_is_YaSM" />

Andrea at 16:02, 15 August 2022

2022-08-15T16:02:05Z

← Older revision		Revision as of 18:02, 15 August 2022
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	<itpmch><title>Enterprise Service Management \| YaSM ~~Service Management~~ Wiki</title>		<itpmch><title>Enterprise Service Management \| YaSM Wiki</title>
	<meta name="keywords" content="enterprise service management, esm, what is enterprise service management, enterprise service management framework, enterprise service management processes, enterprise service management vs. IT service management, esm vs. itsm" />		<meta name="keywords" content="enterprise service management, esm, what is enterprise service management, enterprise service management framework, enterprise service management processes, enterprise service management vs. IT service management, esm vs. itsm" />
	<meta name="description" content="Enterprise service management (ESM) is a management discipline aimed at providing value to customers in the form of services. ESM includes capabilities for designing, implementing, operating and improving services." />		<meta name="description" content="Enterprise service management (ESM) is a management discipline aimed at providing value to customers in the form of services. ESM includes capabilities for designing, implementing, operating and improving services." />
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	<span id="enterprise-service-management"><span id="md-webpage-description" itemprop="description">~~'''~~Enterprise service management~~'''~~ (~~'''~~ESM~~'''~~) is a management discipline aimed at providing value to customers in the form of [[Service\|services]]. ESM includes capabilities for designing, implementing, operating and improving services. [[#ITIL-glossary\|[1]]]<br /><br />This contrasts with <i>IT service management (ITSM)</i> which is specifically about the management of IT services.</span></span>		<span id="enterprise-service-management"><span id="md-webpage-description" itemprop="description">[[Enterprise_Service_Management_(ESM)_and_YaSM\|Enterprise service management (ESM)]] is a management discipline aimed at providing value to customers in the form of [[Service\|services]]. ESM includes capabilities for designing, implementing, operating and improving services. [[#ITIL-glossary\|[1]]]<br /><br />This contrasts with <i>IT service management (ITSM)</i> which is specifically about the management of IT services.</span></span>
	<p> </p>		<p> </p>

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	<meta itemprop="keywords" content="What is Enterprise Service Management" />		<meta itemprop="keywords" content="What is Enterprise Service Management" />
	<img itemprop="~~thumbnailUrl~~" style="margin:~~5px~~ 0px ~~30px 30px~~; float:right;" ~~src~~="https://yasm.com/wiki/en/img/enterprise-service-management/480px/what-is-enterprise-service-management.jpg" width="~~400~~" height="~~225~~" title="What is Enterprise Service Management (ESM)?" alt="What is enterprise service management? How did enterprise service management evolve out of IT service management, and what are the benefits of ESM?" /></a></div></html>		<img itemprop="contentUrl" style="margin:0px 0px 15px 20px; float:right;" srcset="https://yasm.com/wiki/en/img/enterprise-service-management/480px/what-is-enterprise-service-management.jpg 480w, https://yasm.com/wiki/en/img/enterprise-service-management/what-is-enterprise-service-management.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/enterprise-service-management/what-is-enterprise-service-management.jpg" width="480" height="270" title="What is Enterprise Service Management (ESM)?" alt="What is enterprise service management? How did enterprise service management evolve out of IT service management, and what are the benefits of ESM?" /></a></div></html>

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	~~<html>~~Wikipedia also offers a definition that refers to ESM as a "category of business management software ... and the use of service processes and technologies across an organization" ~~<a href="~~#Wikipedia-ESM">[2]~~</a>~~. This confuses two concepts which are really different:~~</html>~~		Wikipedia also offers a definition that refers to ESM as a "category of business management software ... and the use of service processes and technologies across an organization" [[#Wikipedia-ESM\|[2]]]. This confuses two concepts which are really different:

	* Enterprise service management as a management discipline, and		* Enterprise service management as a management discipline, and
	* ESM tools or software that are used by organizations to support their ESM processes		* ESM tools or software that are used by organizations to support their ESM processes
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	====Video: What is ESM?====		====Video: What is ESM?====

	<html><a href="https://yasm.com/en/videos/enterprise-service-management-yasm" ><img ~~src~~="https://yasm.com/en/content/videos/enterprise-service-management-yasm/480px/yasm-enterprise-service-management-video.jpg" width="~~400~~" height="~~225~~" class="thumbimage" alt="Video: Enterprise Service Management (ESM) and YaSM" title="Start video: Enterprise Service Management (ESM) and YaSM" style="display: block; float: right; margin-top: 10px; margin-left: ~~20px~~; margin-bottom: 10px; margin-right: 0px" /></a>		<html><a href="https://yasm.com/en/videos/enterprise-service-management-yasm" ><img srcset="https://yasm.com/en/content/videos/enterprise-service-management-yasm/480px/yasm-enterprise-service-management-video.jpg 480w, https://yasm.com/en/content/videos/enterprise-service-management-yasm/yasm-enterprise-service-management-video.jpg 1280w" sizes="100vw" src="https://yasm.com/en/content/videos/enterprise-service-management-yasm/yasm-enterprise-service-management-video.jpg" width="480" height="270" class="thumbimage" alt="Video: Enterprise Service Management (ESM) and YaSM" title="Start video: Enterprise Service Management (ESM) and YaSM" style="display: block; float: right; margin-top: 10px; margin-left: 10px; margin-bottom: 10px; margin-right: 0px" /></a>
	<p style="margin-top: 10px; word-wrap:normal;">If you are new to enterprise service management, start here! In this video Stefan Kempter explores the ideas behind enterprise service management and he shows how the <a href="https://yasm.com/en/" title="YaSM - Yet another Service Management Model">YaSM model</a> helps service providers with introducing ESM.</p>		<p style="margin-top: 10px; word-wrap:normal;">If you are new to enterprise service management, start here! In this video Stefan Kempter explores the ideas behind enterprise service management and he shows how the <a href="https://yasm.com/en/" title="YaSM - Yet another Service Management Model">YaSM model</a> helps service providers with introducing ESM.</p>
	<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: ~~18px~~;">		<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 15px;">
	<li>~~Watch the video~~: <a href="https://yasm.com/en/videos/enterprise-service-management-yasm">Enterprise service management (ESM) and YaSM</a> (10:36 min.)</li></ul>		<li>Video: <a href="https://yasm.com/en/videos/enterprise-service-management-yasm">Enterprise service management (ESM) and YaSM</a> (10:36 min.)</li></ul>
	<br style="clear:both;"/></html>		<br style="clear:both;"/></html>

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	From numerous conversations with our customers we know that, in order to become attractive to providers of non-IT services, the service management guidance has to be easier to understand and less biased towards the management of IT infrastructure.		From numerous conversations with our customers we know that, in order to become attractive to providers of non-IT services, the service management guidance has to be easier to understand and less biased towards the management of IT infrastructure.

	And here YaSM comes into the picture:		And here [[What is YaSM\|YaSM]] comes into the picture:

	When creating ~~[[What is~~ YaSM~~\|YaSM]]~~, our aim was to build a streamlined process model that is not too hard to understand. YaSM, with its simple [[Service_Management_Processes#Process_structure\|process structure]] and complete set of [[Service_Management_Project_-_Roadmap#Save_time_and_effort_with_the_templates_included_in_YaSM_Process_Map\|process and document templates]], is thus a very good choice for organizations that want to get started with enterprise service management.		When creating YaSM, our aim was to build a streamlined process model that is not too hard to understand. YaSM, with its simple [[Service_Management_Processes#Process_structure\|process structure]] and complete set of [[Service_Management_Project_-_Roadmap#Save_time_and_effort_with_the_templates_included_in_YaSM_Process_Map\|process and document templates]], is thus a very good choice for organizations that want to get started with enterprise service management.

	<html><ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 18px;">		<html><ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 18px;">
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	==External links==		==External links==
	*[a] <span id="ref-itil-wiki">IT Process Wiki. -- S. Kempter & Kempter, A.: "[https://wiki.en.it-processmaps.com/index.php/Main_Page IT Process Wiki]. -- The Wiki about the IT Infrastructure Library ITIL<sup><small>®</small></sup> (ITIL 4, ITIL V3 & V2), ISO 20000 and IT Service Management (ITSM). - IT Process Maps; Lindau (Bodensee), Germany.</span>		*[a] <span id="ref-itil-wiki">IT Process Wiki. -- S. Kempter & Kempter, A.: "[https://wiki.en.it-processmaps.com/index.php/Main_Page IT Process Wiki]. -- The Wiki about the IT Infrastructure Library ITIL<sup><small>®</small></sup> (ITIL 4, ITIL V3 & V2), ISO 20000 and IT Service Management (ITSM). - IT Process Maps; Lindau (Bodensee), Germany.</span>

	<html> </p>		<html> </p>
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	<time itemprop="datePublished" datetime="2016-11-29"></time>		<time itemprop="datePublished" datetime="2016-11-29"></time>
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	<meta itemprop="significantLinks" content="https://yasm.com/wiki/en/index.php/What_is_YaSM" />		<meta itemprop="significantLinks" content="https://yasm.com/wiki/en/index.php/What_is_YaSM" />

Andrea at 17:58, 16 June 2022

2022-06-16T17:58:17Z

Show changes

Andrea at 10:08, 21 April 2021

2021-04-21T10:08:56Z

Show changes

← Older revision		Revision as of 14:18, 27 March 2023
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	<meta name="twitter:image:alt" content="~~Enterprise~~ service management ~~processes and activities. The ESM lifecyle processes include activities in the areas~~ of ~~strategy, design, implementation, operation~~, and ~~improvement.~~">		<meta name="twitter:image:alt" content="What is enterprise service management? How did enterprise service management evolve out of IT service management (ITSM), and what are its benefits?">
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