ESM Isn't ITSM 2.0: The 4 Pillars of Enterprise Service Management
Discover the four pillars of ESM, focusing on experience, workflow automation, AI, and better reporting, to drive higher employee productivity and improved business value.
Why traditional ESM fails
Replication, not transformation
Wrong metrics
Rigid, IT-centric design
The four pillars of employee-centric ESM
Focus on experiences
Shift from measuring "what you do" to "what you achieve." Provide people support, not IT support—getting employees productive again, not just closing tickets within SLAs.
Leverage workflow automation
Empower HR, Finance, and Facilities to design their own workflows without IT involvement. Focus on service quality first, velocity second—cost savings become a byproduct, not the primary motivation.
Leverage AI
Deploy AI that improves employee experiences first - from autonomous resolution to virtual agents that understand context. Tie AI to satisfaction and productivity, not just technical metrics.
Better reporting and decision-making
Use data to measure "what matters most" to employees, not the service provider. Make data-informed decisions that improve operations, services, experiences, and outcomes—not just efficiency.
Download the playbook for modern ESM
Learn the four pillars that transform ESM from cost center to strategic enabler - with unified experiences, scalable automation, and AI that proves its worth.