Enterprise Service Management is about applying a service-oriented business model to how your organization works internally.

It is a functional architecture, a model, where each service provider within the organization–whether IT or HR, Facilities, or any other department–is defined as a service domain that offers services to people within an organization.

These services deliver outcomes for individuals and business functions and help support them in delivering results for external
customers. Thus, the productivity and profitability of the company will be improved by improving the efficiency of internal operations.

But this only happens when you make it easy to find these services. Simplicity is the key. The embodiment of enterprise service management is an enterprise service catalog; a cross-functional catalog of services that are available to all employees (regardless of who actually provides each service). It could be IT. It could be HR. It could be the legal department. Or the carpool. When you put all services in one place, you improve the employee experience. You make it simple for them to get the help they need to be more productive.