Enterprise Service Management (ESM) refers to applying the benefits of IT Service Management (ITSM) to departments outside of IT. The adoption of ITSM in other business teams such as Human Resources or Facility Management can tremendously improve operations, services, and cooperation among teams. ESM serves as a true single point of contact for all employees. Let’s use the onboarding process as an example of how ESM can be used in practice. When you hire an employee, you need to contact the Human Resources, IT department, your boss, and many other people, in order to to get a new laptop, gain access to buildings, etc. In this case, ESM helps you to make sure all tasks are executed by each right team on time. The process can be automated, which allows you to focus on what you need to do, rather than who you need to contact and why. Therefore, ESM improves customer satisfaction, eliminates frustration and stress, and reduces cost and time spent with the onboarding process.