Enterprise Service Management (ESM)
Enterprise Service Management (ESM) with Axsos
Holistic service processes for companies in the SME sector and beyond
In a digitalized world, corporate services are no longer a single discipline. With Enterprise Service Management (ESM ), not only IT services, but also processes in areas such as HR, facility management or finance can be efficiently designed, automated and transparently controlled.
What is Enterprise Service Management (ESM)?
Enterprise Service Management (ESM) describes the application of proven methods from IT Service Management (ITSM) to other areas of the company. The aim is to standardize and automate service processes across departments and to orchestrate them efficiently with the help of a central ESM platform.
Differences between ESM and classic ITSM:
- ITSM focuses exclusively on the IT department
- ESM involves all service-oriented areas of the company
- ESM enables the end-to-end digitalization of all service processes
- Comprehensive reporting and SLA management
Challenges in service provision
Many companies face typical problems:
- Silo thinking in specialist departments
- Lack of transparency in requests and processes
- Manual, inefficient processing paths
- High administrative effort
- Difficult SLA management
- Rising costs and complexity
The ESM solution: standardized platform & automated processes
With a modern ESM platform such as Xurrent from Axsos, these challenges can be resolved in a targeted manner:
- Central control of all service requests
- Standardized processes & workflows
- Automated escalations and approvals
- Measurable service quality through KPIs
- Seamless integration of different areas (IT, HR, Facility, Finance)
The Axsos ESM platform Xurrent: More than ITSM
With Xurrent, Axsos offers a powerful, modular ESM platform that combines classic ITSM functions, Enterprise Service Management and SIAM (Service Integration and Management). Xurrent is ideal for medium-sized companies and growing organizations with heterogeneous service requirements.
Core functions of Xurrent:
- Service Catalog Management
- Automated ticket processing
- Workflow designer for individual processes
- SLA & KPI monitoring
- User portals with self-service function
- Multi-client capability
- SIAM: Management of external service providers
Advantages of the Axsos ESM solution for companies
| Advantage | Benefit |
| Cost reduction | Up to 30 % savings potential through automation |
| Fast implementation | Go-live guaranteed within 90 days |
| High availability | 99.99 % platform availability |
| Scalability | Modularly expandable for any size of company |
| Process optimization | Standardized processes in all areas |
| Compliance & transparency | Complete traceability of all service processes |
For which areas is ESM particularly suitable?
1. IT department
- Classic ITSM
- Incident, change & problem management
2. HR services
- Onboarding processes
- Absence management
3. facility management
- Repair and maintenance requests
- Room management
4. finances & accounting
- Travel expenses
- Budget releases
Objectives and added value of Enterprise Service Management
- Standardization: Uniform processes across all areas
- Service automation: reduction of manual effort
- Collaboration: internal and external services seamlessly integrated
- Increased efficiency: faster processing times, fewer errors
- Compliance: adherence to internal and external requirements
- Transparency & reporting: every process is traceable
- Digitalization: Central platform as a digital basis
Project process: How Axsos brings ESM to your company
- Initial consultation & analysis of service processes
- Customization of the ESM platform Xurrent to your requirements
- Implementation & data migration
- Go-live within 90 days (depending on scope)
- Training & enablement for employees
- Continuous support & optimization
Further offers & services
- Live demo of the platform Arrange a demo
- Webinars on ESM trends & best practices Book a webinar
- Individual consultation Make an appointment now
Target groups: For whom is ESM particularly relevant?
- SMEs with growing service complexity
- Larger companies that want to integrate different departments
- Cross-sector: Industry, services, administration
FAQ: Frequently asked questions about Enterprise Service Management
What is Enterprise Service Management (ESM)?
ESM is the application of ITSM principles to all service-oriented areas of a company. The aim is to standardize and automate service processes on a uniform platform.
How does ESM differ from ITSM?
ITSM is limited to the IT department. ESM extends this concept to other areas of the company such as HR, Facility or Finance.
Which business areas benefit from ESM?
All departments with a service character: IT, HR, Facility Management, Finance, Purchasing and more.
How quickly can ESM be implemented at Axsos?
Thanks to preconfigured modules and our go-live guarantee, implementation usually takes place within 90 days.
What advantages does ESM offer SMEs?
ESM increases efficiency, reduces costs, improves service quality and creates transparency - on a scalable, user-friendly platform.
Get started now with Enterprise Service Management from Axsos
Do you want to modernize your service processes, network departments and drive digitalization? With the Xurrent ESM platform, we offer you the ideal way to get started - including consulting, implementation and support.