15 min read
If your company wants to improve service delivery across departments, Enterprise Service Management (ESM) software is the answer you are looking for. It builds on IT Service Management (ITSM) principles to bring structure, automation, and better collaboration to teams beyond IT, like HR and finance.
ESM has been on everyone’s radar lately. It is quickly becoming a go-to solution for leaders looking to increase efficiency and maximize their Service Management tools.
It’s a great starting point for a digital transformation strategy as it enables automation, integration, and a more data-driven approach to Service Management. Plus, it’s a great way to increase your company’s service desk software ROI!
To help you find the right fit, we’ve put together a list of the best ESM software options available today. The right choice will make a difference in both performance and cost, so read on to make sure you get it right!
Introduction to ESM: 5 Enterprise Service Management Keys to Succeed
TL;DR
- ESM software provides a centralized platform to offer support services across different departments of an organization. It expands ITSM principles to other areas.
- InvGate Service Management: Best for organizations looking for a user-friendly ESM solution with strong workflow automation and self-service capabilities. Notable features include customizable service catalogs, omnichannel communication, and flexible deployment options (cloud, on-premise, or hybrid).
- ServiceNow ITSM – Best for large enterprises needing an extensive ITSM platform with advanced automation and AI-driven insights. Standout features include low-code app development, virtual agents, and a broad range of integrations with enterprise tools.
- BMC Helix – Key features include cognitive automation, multi-cloud capabilities, and strong IT operations management (ITOM) integration.
- SolarWinds Service Desk – Best for mid-sized organizations. Highlights include automated ticketing, built-in IT Asset Management, and a strong focus on reporting and analytics.
- SysAid – Best for companies looking for an affordable ITSM tool with integrated device management. Notable features include remote control capabilities, automation for repetitive tasks, and a simple, easy-to-configure interface.
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What is Enterprise Service Management?
Enterprise Service Management (ESM) applies IT Service Management (ITSM) principles to other areas of an organization, such as HR, finance, and facilities. IT teams have long used structured processes and technology to manage support and services effectively, making ITSM a strong foundation for broader Service Management.
A key advantage of ESM is the ability to share a single platform across different teams. This reduces costs, eliminates redundant tools, and provides a unified experience for employees and customers. It also simplifies administration, improves collaboration, and enables better reporting.
Some common features include a self-service portal for submitting and tracking requests, workflow automation to standardize processes, a knowledge base for quick access to information, and service catalogs to organize available services.
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
Of course, every department is unique, but modern ITSM platforms that are also fit for ESM offer much flexibility with customizable task and project management tools, collaboration features, workflow automation, and more.
Here are 5 top picks of service desk options suitable for ESM.
1. InvGate Service Management
Why InvGate Service Management is the best helpdesk and ticketing system
InvGate Service Management is a complete Service Management solution with strong ESM capabilities that enable cross-departmental digital transformation through streamlined workflows and self-service tools. Its easy-to-use interface and simple implementation are ideal for non-technical users to request and offer services through it.
Organizations can 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.
As for deployment, it allows for cloud-based for Starter/Pro tiers while Enterprise supports on-premise or hybrid.
InvGate Service Management features
- 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 Management 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 base 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 omnichannel communication for the different areas across the organization.
InvGate Service Management pricing details
InvGate Service Management has flexible pricing options based on the number of agents and the features required. You can request a quote. And, if you want to test the software before making a purchase you can sign up for a 30-day free trial.
InvGate Service Management customer testimonials and rating:
Ratings: InvGate holds a 4.6 score in Gartner Peer Reviews.
InvGate Service Management 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.
2. ServiceNow
ServiceNow IT Service Management (ITSM) is a widely used platform designed to manage IT and business services at scale. With strong ESM capabilities, it enables organizations to extend structured Service Management beyond IT to departments like HR, finance, and customer support. It’s scalable for large enterprises with hybrid/multi-cloud environments.
ServiceNow ITSM integrates natively with platforms like Microsoft Teams, Slack, Jira, and SAP, allowing businesses to connect IT and business services seamlessly. It is available as a cloud-based SaaS solution.
ServiceNow features:
- Configuration Management Database (CMDB)
- Change Management
- Service Request Management
- Employee Self-Service Portal
- AI-Powered Incident Management
ServiceNow pricing details
The platform offers various licensing packages tailored to meet different organizational needs. License costs are based on several factors, including the number of users, the types of licenses required, and the level of support needed.
Servicenow customer testimonials and rating
Ratings: A G2 Leader in Enterprise ITSM and Service Desk, with a 4.4/5 stars average across 360+ reviews.
"ServiceNow is a platform based on cloud for providing a comprehensive set of features for transitioning the IT deliveries and incident management in the extra large organizations. (...) It is also very customizable which gives the flexibility to configure processes as per workflow requirements."
User review from Gartner Peer Insights (Lead DevOps Engineer)
3. BMC Helix
BMC Helix is a flexible ITSM and ESM platform that leverages automation to optimize service delivery across IT and other business functions. It provides a cloud-native architecture and supports a wide range of enterprise use cases.
It integrates with Microsoft Azure, AWS, Salesforce, and Atlassian tools like Jira, allowing organizations to extend its functionality.
BMC Helix features overview:
- Multi-department service portals (IT, HR, Legal)
- Predictive incident resolution via AI/ML
- Shared CMDB across service teams
- Collaboration and omnichannel support
- Asset and configuration management
BMC Helix pricing details
- Named User License: $114.75/user/month (help desk/asset admins)
- Concurrent User License: $275+/user/month (full suite access)
- Self-Service Users: Free
BMC Helix customer testimonials and rating
Rating: 3.8/5 on Gartner Peer Insights.
"Great ITSM tool to manage business services. Very modernized tool to automate and manage your operations. Integration friendly and gives options to customise as per your need. (...) Dislikes: Expensive compared to other ITSM tools.”
User review from G2 (IT Manager)
4. SolarWinds Service Desk
SolarWinds Service Desk is a cloud-based ITSM platform that provides Service Management capabilities beyond IT, making it a practical choice for organizations adopting ESM. It focuses on automation, Asset Management, and streamlined service requests.
The platform offers native integrations with Google Workspace, Microsoft 365, Slack, and Zendesk, allowing organizations to streamline operations. It is a fully cloud-based solution.
SolarWinds features overview
- Service catalog and request automation
- Incident and problem resolution
- Asset Management
- Self-service portal
SolarWinds pricing details
These are the pricing tiers for SolarWinds Service Desk. Keep in mind that the Essential tier might not be the right option for accessing the features you need for ESM. You must add asset pricing, which is available upon request.
- Essentials: $39 per month / per technician
- Advanced: $79 per month per technician
- Premier: $99 per month / per technician
SolarWinds customer testimonials and rating
Rating: 4.3/5 in G2 (from a total of 738 reviews)
"The platform's user-friendly design was of great value to us during the expansion of our EU office. Now even the accounting pals no longer communicate through e-mails but ticketing systems. (...) I wish it offered more advanced automation options"
User review from G2 (IT Support Head)
5. SysAid ITSM
SysAid provides ITSM and ESM solutions with built-in automation, self-service capabilities, and Asset Management. Its user-friendly interface makes it a good fit for organizations looking for a straightforward yet powerful Service Management platform.
SysAid connects with Microsoft Active Directory, VMware, Google Workspace, and Azure, ensuring compatibility with existing enterprise environments.
SysAid features overview
- Service Automation
- Incident and Problem Management – Helps IT and non-IT teams track and resolve issues with automated workflows.
- Knowledge base and self-service portal
- Multi-department service catalogs
- Shared CMDB/asset databases
- Role-based access control
SysAid ITSM pricing details
SysAid has three pricing tiers: Help Desk, ITSM, and Enterprise. Pricing is customized based on business needs; those interested must request a quote.
SysAid ITSM customer testimonials and rating
Rating: 4.6 out of 5 stars in Gartner Peer Reviews.
"SysAid's user-friendly interface and powerful remote access capabilities have significantly improved our IT support workflow. The learning curve for some advanced features was a bit steep initially, with training and support resources, our team adapted quickly. The limitations in highly customized reporting are a minor drawback; however, the overall reporting functionality is robust. "
User review from G2 (IT analyst)
5 benefits of ESM System
As you can imagine, standardizing processes across the entire business to provide a common experience has multiple benefits in itself.
Here, we list 5 relevant advantages of implementing an ESM approach, taken from our experience in the industry and the insights our clients share with us (but there are certainly more!):
- Enhanced service delivery: A change in mindset combined with a fit-for-purpose tool improves service quality. Plus, unifying the service process will improve the end-user experience, as they can solve all their issues from one single platform.
- Cross-area collaboration: ESM Tools 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.
- Improved decision-making: You get integrated Service Management data that lets you analyze trends, identify areas for improvement, and make data-driven decisions to optimize service delivery and resource allocation.
- Better resource allocation: ESM allows organizations to allocate resources effectively based on business priorities, providing visibility into resource availability, utilization, and demand. To achieve this, you can implement many things in your tool, such as building multiple help desks, creating workflows to collaborate in Request Management, and creating a knowledge base available to agents across the organization.
- 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.
And let us add one of our favorite benefits: When you decide to use the same ITSM tools across multiple departments, you can significantly boost your return on investment (ROI).
In fact, the Washington State community bank Peoples Bank tried this approach, and these are the words of their IT Service Desk Manager:
“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 spans so many groups and teams. It’s one place to go for help. And from an end-user perspective, that’s just amazing.”
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.
Gartner’s ITSM Market Guide for 2025 points to Enterprise Service Management (ESM) as one of the key factors shaping the future of ITSM. And we must say, the shift makes sense. Standardizing Service Management across departments improves efficiency, enhances collaboration, and provides unified metrics for better decision-making.
A strong ESM solution should make work easier for agents while helping employees resolve issues faster.
Do you want to get started? Sign up for InvGate Service Management’s 30 day free trial and see how ESM can improve service across your organization.
