Enterprise Service Management (ESM)
Make work flow across your business with Servicely’s Enterprise Service Management
Realise the Impact of Enterprise Service Management
50%
increase in your service teams productivity
300%
reduction in service management cost of ownership
Complete service visibility across your enterprise
Unify all service delivery in one powerful platform
Servicely unites internal and external service delivery on a single, powerful platform, transforming the way your business manages everything from IT support to customer service. While teams like IT and customer service have long had formalised service processes within ITSM and CSM systems, other business functions like marketing, HR, and legal often rely on informal, manual processes run through emails, phone calls, and tools like Teams or Slack—without any central record or way to track performance. By standardising service delivery across every department, Servicely empowers your team to improve efficiency and consistency. With all services unified in one platform, you gain executive-level reporting, performance analytics, and valuable insights into company-wide productivity, while reducing training requirements and creating a more cohesive service experience across the organisation.
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leverage aI and automation to create enterprise-wide benefits
Servicely’s AI works across all service teams, learning from every interaction to become a powerful knowledge hub for your business. Employees and customers alike gain instant access to answers and self-service options, turning every experience into something faster, smoother, and more seamless. With an AI copilot and workflow automations speeding up service, everyone benefits—unlocking efficiency, accelerating processes, increasing customer and employee satisfaction, and delivering results that truly transform the way you work.
break down data silos and barriers to work
Servicely’s integrations create a single unified source of record and action, eliminating the need to switch between systems. By allowing AI to carry out actions across platforms—even in systems where agents may not have admin rights—Servicely reduces swivel-chairing and prevents escalations. This seamless integration breaks down data silos and ensures smooth workflows across all teams.
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Empower service teams with our solutions
Servicely delivers a range of flexible solutions designed to work for you and your unique business needs. Because where there's service, there's a Servicely way.
The Right enterprise service management foryour business
Native AI
Servicely’s native AI transforms service delivery by automating tasks, unlocking intelligent insights, and continuously evolving to drive exceptional results across all teams.
Configurable Layouts and Applications
Effortlessly tailor every part of your platform to suit your business needs and ensure a personalised experience for your team.
Low-code/No-Code Workflow Builder
Empower your teams to create and customise powerful workflows without coding expertise. With Servicely, automation is fast, intuitive, and built to elevate efficiency.
Create a Self Service Portal
Create a user-friendly self-service portal to empower users to find solutions and resolve issues independently.
Reports and Dashboards
Access insights through customisable reports and dashboards, giving you the data you need to make informed, impactful decisions.
Rapid Deployment
Get up and running quickly with Servicely’s rapid deployment, ensuring you start optimising your service management without delays.
Native AI
Servicely’s native AI transforms service delivery by automating tasks, unlocking intelligent insights, and continuously evolving to drive exceptional results across all teams.
Configurable Layouts and Applications
Effortlessly tailor every part of your platform to suit your business needs and ensure a personalised experience for your team.
Low-code/No-Code Workflow Builder
Empower your teams to create and customise powerful workflows without coding expertise. With Servicely, automation is fast, intuitive, and built to elevate efficiency.
Low-cost solution
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Reports and Dashboards
Access insights through customisable reports and dashboards, giving you the data you need to make informed, impactful decisions.
Rapid Deployment
Get up and running quickly with Servicely’s rapid deployment, ensuring you start optimising your service management without delays.
Sign up for Demo
Experience the transformational power of smarter workflows—start your free demo today.
I still can’t believe how lucky we were to discover and switch to Servicely. When moving from our previous ITSM from a major provider, I didn’t think we’d be able to find a replacement for a reasonable price that had the same functionality - ability to handle our service catalogue, new user onboarding and offboarding and CMDB discovery integration. The team at Servicely not only achieved this goal, but got us setup in just 6 weeks.
Servicely has been absolutely transformational for our customer service management. We were previously using a major tool that, despite the price tag, wasn’t capable of fulfilling our needs. We’ve been able to reduce our platform costs by 73% and service management costs by 40%, while increasing our level of service and gaining a new self-service portal for our customers.
Working with Servicely to implement our new ITSM solution has been a resounding success, streamlining our processes and significantly enhancing our operational efficiency since moving on from our legacy on-prem solution. The introduction of the self-service portal has empowered our customers, making interactions more efficient and accessible, while the AI features have enabled our support team to proactively address issues with greater precision and speed.
I had thought that service desk tools were all much the same, but I was initially astonished and later delighted about how easy Servicely is to use, and how effective and transitioning manual workflows to automation. I had some trepidation about whether our customers would embrace the self-service portal, but it is proving very popular.
Servicely has enabled us to integrate all our significant enterprise services under one pane of glass. I was surprised and delighted to learn that we could apply the same speed, accuracy and user experience to our customer service processes as well.
For us Servicely has been an excellent upgrade. With Servicely we can integrate into our environment and do service desk the way we want to do it, rather than getting locked into a rigid ecosystem.
Overall Servicely has very good automation capabilities, and definitely serves the purpose for self-help. It is also much more cost-effective than other options we looked at. The implementation approach was very flexible. We had a very positive experience dealing with Servicely.
Servicely was simple to integrate and effective from the get-go. It brought us a lot of efficiencies, and definitely helped us reduce costs. The Servicely team have been great, easy to work with, and super responsive.
FAQs
What is Enterprise Service Management (ESM)?
Enterprise Service Management (ESM) is the extension of IT Service Management (ITSM) principles and capabilities across other business functions (e.g. HR, Legal, Marketing) to improve the performance and outcomes of service delivery across the wider enterprise.
ITSM is a set of processes used to manage the delivery of services from IT teams. The guiding principle of ITSM is that IT should work as a service, where proper process and practices are established to carry out a wide range of services including incident management, request fulfilment, change management and more.
Why is ESM important?
Enterprise Service Management (ESM) builds upon the principles and capabilities of IT Service Management (ITSM) to extend structured service delivery and operational efficiencies beyond IT departments. By applying ITSM practices such as workflows, automation, and service delivery frameworks to business functions like HR, Legal, and Marketing, ESM enhances the performance and consistency of service delivery across the enterprise. This holistic approach fosters collaboration, streamlines processes, and improves outcomes by providing a unified platform for managing and delivering services in a scalable and efficient manner.
What are the benefits of ESM?
Enterprise Service Management provides a wealth of benefits for businesses that implement it, including:
- Improved employee experience through a simplified and unified service delivery
- Better cross-functional collaboration
- Faster resolution times and reduced manual tasks through automation and AI
- Consistent service experience
- Removal of data silos
- Ability to monitor and manage service performance across the whole enterprise
- Simplified training requirements
What are the key components of ESM?
ESM provides a unified platform for managing service delivery across the business, and generally includes the following key components:
- Self-Service Portal
- Service Catalogue
- Incident and Problem Management
- Workflow Automation
- Knowledge Management
- SLAs
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