# AI-powered enterprise service management (ESM) platform

Make ITSM work beyond IT with enterprise service management

Break down silos to deliver efficient, collaborative services across HR, facilities, legal, and other departments.

## Cover all your ESM essentials:

![ServiceDesk Plus ESM](https://www.manageengine.com/products/service-desk/itsm/images/servicedesk-plus-esm.png)

- Connect employees to different departments via a unified ESM portal.
- Launch ready-to-use service desk instances for any department in 60 seconds.
- Infuse high-value AI with every service desk to boost efficiency and enhance experiences.
- Automate workflows across departments and tools for seamless collaboration.
- Empower teams to operate independently while maintaining enterprise-grade control.

## Unify enterprise services across departments

Bring every department up to IT’s service delivery standard. With ESM in ServiceDesk Plus, HR, facilities, finance, and more come together on a single platform to streamline operations. From onboarding new hires to processing travel requests and resolving facility issues, deliver a consistent and high-quality employee service experience across the organization.

## Empower employees with instant access to every relevant department via a unified ESM portal

Simplify support with an unified ESM portal that instantly provides quick employee access to HR, facilities, finance, legal, and other department service desks relevant to their role. Submit requests, access information, and track ticket progress effortlessly, all through a fully customizable portal.

![ServiceDesk Plus unified ESM portal](https://www.manageengine.com/products/service-desk/itsm/images/unified-servicedesk-plus-esm-portal.png)

## Spin up unique service desk instances for any department in under 60 seconds

Start with prebuilt templates, vertical-specific modules, and built-in catalogs from default instances such as IT, HR, and facilities. Then, fine-tune every detail with low-code and no-code tools, configuring automations, workflows, and self-service portals to fit your business' niche, last-mile requirements.

![ServiceDesk Plus instance setup](https://www.manageengine.com/products/service-desk/itsm/images/service-desk-instance-creation.png)

## Infuse high-value AI across every service desk

Every service desk instance comes with the full spectrum of AI capabilities—at zero additional costs. Choose your AI engine: Zia LLM, ChatGPT, or Azure OpenAI. Leverage predictive insights, provide conversational support with Ask Zia, and speed up resolutions using generative tools like Workflow Assist and Resolution Assist.

![ServiceDesk Plus AI-powered email conversation](https://www.manageengine.com/products/service-desk/itsm/images/ask-zia-conversational-support.png)

![AI powered troubleshooting in ServiceDesk Plus](https://www.manageengine.com/products/service-desk/itsm/images/ask-zia-troubleshooting-assistance.png)

![AI workflow assistance in ServiceDesk Plus](https://www.manageengine.com/products/service-desk/itsm/images/ask-zia-workflow-assist-feature.png)

## Orchestrate enterprise services across your tech stack and departments with ease

ServiceDesk Plus uses native iPaaS (powered by Zoho Flow) to automate actions across IT, HR, finance, and more. Easily build context-aware enterprise workflows, from adding new joiners in Zoho People and Smart HR to creating accounts in Microsoft Entra ID and securing signatures with Zoho Sign.

![iPaaS powered ESM automation setup](https://www.manageengine.com/products/service-desk/itsm/images/ipaas-esm-workflow-automation.png)

## Boost departmental autonomy with tailored service experiences

Give every department the autonomy to run services their way. IT can track and optimize assets, HR can streamline onboarding and offboarding, and facilities can manage physical spaces and room bookings through the space management module. Delegate admin privileges and enforce role-based access, ensuring enterprise-grade security all while ensuring teams operate independently without silos.

![Integrated CMDB for asset optimization](https://www.manageengine.com/products/service-desk/itsm/images/integrated-cmdb-asset-management.png)

Integrated CMDB module for efficient IT asset management

![ServiceDesk Plus new employee onboarding workflow](https://www.manageengine.com/products/service-desk/itsm/images/hr-onboarding-offboarding-workflow.png)

Tailored onboarding and offboarding workflows for HR

![Space management module for facilities](https://www.manageengine.com/products/service-desk/itsm/images/space-management-module.png)

Dedicated space management module for facilities

## Other ITIL capabilities you might be interested in

### [Incident management](https://www.manageengine.com/products/service-desk/it-incident-management/)

Detect, resolve, and prevent IT incidents faster to minimize downtime and keep your business running smoothly.

### [Change management](https://www.manageengine.com/products/service-desk/it-change-management/change-management-software.html)

Plan, approve, and implement IT changes with confidence while reducing risk and disruption.

### [IT asset management](https://www.manageengine.com/products/service-desk/it-asset-management/it-inventory-management-software.html)

Track, manage, and optimize IT assets from procurement to retirement, ensuring compliance and efficiency.

## Frequently Asked Questions

### 1. What is enterprise service management (ESM)?

ESM extends ITSM principles, like process standardization, automation, and self-service, across departments beyond IT. It helps HR, facilities, finance, legal, and other teams deliver structured, trackable, and scalable services through a centralized portal.

### 2. How is ESM different from ITSM?

While ITSM focuses on IT operations, ESM applies the same proven processes and practices across other business departments. This ensures consistent service delivery, better visibility, and faster resolution of requests enterprise-wide.

### 3. Why do organizations need ESM?

Departments beyond IT often rely on spreadsheets, emails, or siloed tools to deliver services. This leads to inconsistent experiences, missed SLAs, and limited visibility. ESM enables every team to streamline services using proven practices while offering employees a consistent experience.

### 4. How does ServiceDesk Plus support ESM?

ServiceDesk Plus provides native ESM capabilities, including data and process autonomous service desks, custom configurations, unified portals, and admin-level governance. Departments can run their own service desks while staying connected to organization-wide ITSM controls, automation, and reporting.

### 5. How is it priced?

Each service desk instance is licensed based on the number of technicians and IP-based assets. Existing customers can reuse their licenses for IT and purchase additional ones for other departments. Reach out to [sales@manageengine.com](mailto:sales@manageengine.com) for additional licenses, and organizations evaluating ServiceDesk Plus can email [eval@manageengine.com](mailto:eval@manageengine.com) for a free, rapid-start ESM demo.