Enterprise Service Management

ServiceDesk Plus now brings you enterprise service management (ESM), which extends the best practices of IT service management (ITSM) to other business functions, such as Human Resources, Admin, Finance, and Facilities. 
 

With ESM, you can now:

• Create a service desk instance for each business function within your organization.
• Implement specific, customized service management workflows for each instance.
• Use pre-built templates and catalog, custom made for each business function.
• Create a centralized ESM portal and provide employees role-based access to specific or all service desk instances.

ESM Terminology

Instance

An instance is quite simply a service desk. You can create an instance for each business function such as IT, HR, and Facilities in your organization and manage their service desk operations. These instances can each have their own templates and workflows. Also, the portal admin can choose which of the users (technicians and requesters) can access the portal. Data pertaining to an instance can be accessed only by authorized users of that instance. You can create up to 50 service desk instances, such as IT, HR, and Facilities. The default built-in instance is the IT service desk. 

ESM Portal

The ESM portal is a central console that provides users access to various services and service desk instances within the organization. Users can log on to the ESM portal to create tickets and work on instances.

ESM Directory

The ESM directory lists organizational details such as users, available instances, and the association between users and instances. 

Under the ESM directory, you can:

• Manage users and instances and application-wide configurations.

• Define user authentication and authorization for accessing the application and manage organization level configurations like Regions, Departments, Sites, Roles, Security, and Privacy.

When you upgrade from an earlier version of ServiceDesk Plus:

• The application with all your data and configurations will be available under the IT service desk instance.

• After you create a new instance, configuration options to manage the instance will be available in the ESM directory.

Some configurations will be available inside the instances.

Note: Only the Org Admin will have access to the ESM Directory.