5 Best Enterprise Service Management Software for 2024

Melisa Wrobel June 7, 2023
- 18 min read

If your business is looking to prioritize efficient cross-department service delivery, you are probably in the quest for reliable and feature-rich Enterprise Service Management (ESM) software. It’s no secret that ESM is on everyone's radar: this practice will make sure all service delivery is aligned with your overall company’s goals, which is no small task.

Organizations often offer many support services across different areas. To do so, they need to actively and efficiently collaborate with each other. ESM software enables this by expanding IT Service Management (ITSM) principles to other areas, contributing to unify metrics, centralize knowledge, and guarantee the same level of employee experience. Plus, it’s a great way to increase your company’s service desk ROI!

To assist you in this quest, we have curated a list of the five best ESM suitable software options available today in the market. You must consider certain key features for a successful experience. Making the wrong choice will compromise both your budget and your team, so read on to make sure you get it right!


Table of contents


  • ESM software provides a centralized platform to offer support services across different departments of an organization. It expands ITSM principles to other areas, contributing to unify Ticket Management and centralize metrics and knowledge.
  • Key benefits include higher quality of the services provided, enhanced cross-area collaboration and decision making, and better alignment with overarching business objectives.
  • Must-have ESM software features to look for are an intuitive interface, to encourage adoption across different areas, a centralized ticketing system, for customers to submit all their requests in one single platform, and omnichannel options to offer support through various channels. 


Enterprise Service Management definition

Enterprise Service Management is the practice of using standardized processes, technologies, and tools to manage and deliver a wide range of services within an organization. It is based on ITSM practices, but it goes beyond it, incorporating other departments and functions, such as HR, Finance, and Facilities. 

Previously known as shared services, ESM guru and author Phyllis Drucker defines it as “every provider in the enterprise delivering service either through a global shared service center or individually but the same way, with the same tools.” Asked about it on our IT podcast Ticket Volume, she explained that the key lies in offering the same level of experience across the organization, regardless of the area providing the service.

5 best Enterprise Service Management software in the market

When it comes to Enterprise Service Management, there are several software options available in the market that can effectively support the implementation of these practices by ticking all or most of these boxes. 

Here are 5 top service desk options suitable for ESM.

1. InvGate Service Desk



InvGate Service Desk is a comprehensive Service Management solution. Its easy-to-use interface and simple implementation is ideal to allow any non-technical users to request and offer services through it. It includes a wide range of features relevant to ESM:

  • Cross-functional Service Management - Enables organizations to manage services across different business functions, allowing for the integration of IT, HR, Facilities, and more. The help desk structure is designed to allow you to branch them among all the areas in your organization and create different levels of service.

  • Service Catalog and Request Management - It provides you with the possibility to build a robust service catalog, enabling the creation and management of service offerings for different departments within an organization.

  • Incident and Problem Management - These practices facilitate efficient issue resolution and root cause analysis. They are ideal for complex issues that involve and affect multiple areas. The best part is that you can build them as workflows to customize them to your organization's specific needs.

  • Knowledge Management - The solution promotes collaboration and knowledge sharing among teams, improving efficiency and reducing silos. It allows you to create knowledge articles and attach them to different categories of the service catalog and to choose who can have access to them.

  • Multiple channels of communication - You can offer multiple channels of communication for the different areas across the organization. 

  • Customization - Create custom forms for each request in your service catalog that meets the needs of each area.

  • Integrations - It includes native and third-party integrations, such as InvGate Insight, Microsoft Teams, and Zapier. Plus, a free API that allows you to connect your services to each area’s most used applications. This will help you with certain processes that include multiple departments, such as onboarding. It allows you to create complex workflows for Ticket Management.

  • AI capabilities - Artificial Intelligence (AI) capabilities, such as Response Suggestions and Support Assist, can help train agents and provide the same level of service across multiple areas. 

InvGate Service Desk has all the capabilities and power needed to boost services across the whole organization. And that’s exactly what Peoples Bank and the retailer Farmacity did.

The first currently handles more than 65 help desks across ten areas of the company, while the second one onboarded 24 departments and almost eliminated the use of email to submit requests.



"Each area was able to accompany Farmacity's growth by gaining efficiency in its Service Management and obtaining KPIs, which translated to a 30% saving in the number of agents needed."

Marcos Aste
Level One Support Efficiency Leader in the Digital Domain at Farmacity.


2. ServiceNow

ServiceNow overview

Example of ServiceNow's interface.

ServiceNow is a leading enterprise Service Management platform known for its extensive Service Management capabilities and scalability. It offers features such as IT Service Management, Enterprise Service Integration, automation, workflows, reporting, and analytics.

These functionalities are designed to be customized to meet your specific organizational needs. However, some users have reported that the learning curve for ServiceNow can be steep, especially for non-technical users. 

ServiceNow alternatives

3. Jira Service Management

Jira Service Management overview

Example of Jira Service Management's interface.

Jira Service Management is a popular service desk solution that offers features suitable for ESM implementation. It is highly regarded for its agile project management capabilities, and provides excellent ticketing and issue tracking functionalities, allowing for efficient task management.

We can highlight its ITIL-based Service Management, cross-functional collaboration, self-service portal, automation, and SLA Management. Keep in mind that it’s interface can be overwhelming and not very intuitive for beginners, so it requires some time to get adapted to.

Jira Service Management alternatives

4. Freshservice

Freshservice overview

Example of Freshservice's interface.

Freshservice is a cloud-based service desk software that offers features aligned with ESM requirements. It is known for its user-friendly interface and intuitive design. It offers a simple and visually appealing user experience, making it easy for both agents and end-users to navigate and use the software.

Among its main functionalities, you will find an intuitive self-service portal, Incident and Problem Management, Knowledge Management, and a unified service catalog. On the other hand, you might find limitations in their customization options. While the out-of-the-box features are user-friendly, there may be constraints in tailoring the software to specific organizational workflows and requirements.

Freshservice alternatives

5. BMC Helix ITSM

BMC Helix overview

Example of BMC Helix's interface.

BMC Helix ITSM is an enterprise-grade IT Service Management platform that can support ESM initiatives effectively. It is recognized powerful workflow automation and integration options, allowing organizations to streamline their IT service management processes and improve operational efficiency.

It also includes some key features such as multi-cloud Service Management, service catalog, Request Management, Change Management, and powerful reporting and analytics. However, it may require dedicated resources and expertise to set up the software properly, which can be a challenge for smaller organizations or those with limited resources.

BMC Helix alternatives

5 benefits of ESM

As you can imagine, standardizing processes across the entire business to provide a common experience has multiple benefits in itself.

In fact, the Washington state community bank Peoples Bank tried this approach and the IT Service Desk Manager ensures: “We have been able to essentially achieve support synergy. There is a single place to go, not 23 different email accounts, and we love the new portal experience. That is an absolute game changer. We are one full support department now, which is amazing, even though it's spanning so many groups and teams. It's one place to go for help. And from an end user perspective, that's just amazing.”

In a nutshell, there are seven most relevant advantages of implementing an ESM approach:

  1. Enhanced service delivery - A change in mindset combined with a fit-for-purpose tool not only facilitates issue resolution but improves the quality of the services provided. Unifying the service process will make a better experience for end-users as they can solve all their issues from one single platform. 

  2. Cross-area collaboration - ESM promotes collaboration and communication among different departments on a common platform. Encouraging cross-functional interaction leads to better coordination, knowledge sharing, and better problem-solving.

  3. Improved decision-making - By leveraging integrated Service Management data, organizations can analyze trends, identify areas for improvement, and make data-driven decisions to optimize service delivery and resource allocation.

  4. Better resource allocation - As it allows organizations to effectively allocate resources based on business priorities, it provides visibility into resource availability, utilization, and demand. This can be achieved by building multiple help desks in the same tool, creating workflows to collaborate in Request Management, and a knowledge base available to agents across the organization.

  5. Alignment with business objectives - With a solid ESM strategy, organizations can ensure that service delivery supports the strategic goals and priorities of the company, leading to better business outcomes.

7 Enterprise Service Management software must-have features

Since ESM is an expansion of the IT Service Management framework into other areas of the company, it shouldn't come as a surprise that the tools used for this purpose primarily belong to that area. However, with enough flexibility, they can easily adapt to other areas of the company. 

Thus, to be considered suitable for ESM, a software solution must provide a range of indispensable capabilities. These features are essential for streamlining Service Management: 

  1. Accessible user experience (UX) - ESM software should offer an intuitive and user-friendly interface, ensuring that even less tech-savvy agents can use it without extensive training. A simplified UX reduces onboarding time, enhances productivity, and encourages adoption across different departments.

  2. Self-service capabilities - They are designed to empower users by allowing them to solve simple issues on their own through knowledge bases. And for those cases that they need help from an agent, they can easily submit and follow requests on a self-service portal across multiple departments.  

    InvGate Service Desk's self-service portal.

  3. Ticketing capabilities - The software should offer a comprehensive ticketing system that allows for the creation, assignment, and tracking of tickets throughout their lifecycle, ensuring timely and efficient issue resolution. This is the ABC of any service, but in the case of ESM, it’s key to improve collaboration among areas and allowing customers to submit all their requests in one single platform.

    InvGate Service Desk's ticket management view.

  4. Multiple help desk creation - To cater to the diverse needs of different departments within an organization, software should support the creation of multiple help desks. This feature enables each department to have its own customized environment, tailored to their specific requirements.

  5. Workflow automation - Workflows are a great way to automate coordinated tasks across departments, such as employee onboarding. By eliminating manual interventions, it improves efficiency and reduces errors.
    InvGate Service Desk workflow.
  6. Omnichannel options - Omnichannel capabilities allow users to access services and support through various channels like email, chat, phone, or Microsoft Teams

  7. Reporting and analytics - Robust reporting and analytics functionalities enable organizations to gain insights into overall service performance, identify bottlenecks, and make decisions based on real data. 
    InvGate Service Desk's customizable dashboard view.

To sum up

Enterprise Service Management has changed how organizations approach service delivery and cross-functional collaboration. The right ESM software creates no less than standardized processes across the whole enterprise, making processes simpler and more transparent.

It must also make the agent’s job more efficient and easier and help employees solve their issues faster. Unified metrics will allow your organization to have a better understanding of its overall Service Management and make improvements for the future. 

As the whole service market is being driven to ESM, it has become essential to expand ITSM processes to the rest of the organization. These solutions empower businesses to adapt swiftly to evolving market conditions, optimize resource utilization, and ultimately deliver superior value to customers.

So, ask for InvGate Service Desk's 30-day free trial and start implementing ESM across your organization!

Read other articles like this : ITSM, ESM, Service desk manager

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