Enterprise Service Management

By using software and automation, you can create user-inspired processes from start to finish.

With the help of Enterprise Service Management (ESM), you can automate and digitalise your service processes. End-to-end processes without media discontinuity create uniformity, reduce throughput times and lower costs.

With (ESM) from the cloud, companies can digitize their entire service processes and thus become a service-centric company. Automated IT and business processes improve efficiency, reduce costs and create media break-free, transparent information in companies.

First of all, Enterprise Service Management (ESM) is still a young development that has only picked up speed in recent years. As a result, no universal definition has been established yet. With over 20 years of experience automating business processes in companies of various sizes and industries, we at ESCRIBA know the market with all its facets and current developments. With our explanation, we want to contribute to the collective understanding of what Enterprise Service Management is today and will mean in the future.

How does enterprise service management work?

A company that wishes to offer high-quality services and service offers to its employees, customers, and partners cannot ignore Enterprise Service Management. The biggest advantage: Enterprise Service Management works across industries and can therefore be applied to all internal and external process chains. As digitization experts and software engineers, we at ESCRIBA are the ideal partner to support you in introducing Enterprise Service Management.

With mobile apps, people expect services to be easily requested, to be performed without long downtimes, and to always be of the same quality. The basic flow of Enterprise Service Management can be divided into four stages:


Create clear specifications and standards on how processes are implemented.


Document your process chains in a service catalog with a complete list of services.


Use appropriate software and artificial intelligence to automate your processes and workflows as much as possible.


Continuously optimize your range of services and continue to develop your ESM software accordingly.

Your competitive advantage:
Fast, reliable service experiences with outstanding user experience

Study: Digital Workflows 2023

We wanted to know! As a study partner of Foundry, we asked IT managers, C-level decision-makers and departments about the current status of their digitization efforts.

Everyone agreed that no company can avoid enterprise service management. The challenge now is implementation and choosing the right tools.

Other contents of the study:

  • IT or business – who is the driver of digitization?
  • Effects of the shortage of skilled workers on digitization
  • What matters when choosing an ESM tool?
  • The role of AI in automation

All results are available for you to download free of charge in the study.

Download study for free

Get the whole study with all results, figures and analysis here
(The study is only available in German)

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This is enterprise service management

Hundreds of business processes run in parallel in companies every day. A business process is a clearly defined workflow with associated tasks and responsibilities.

Let’s take the onboarding of a new employee as an example. The process chain of onboarding includes clear task packages, such as creating user access through IT, handing over a key or briefing by the manager. Enterprise Service Management optimizes, standardizes, and automates these kinds of business processes. Thus, synergy effects can be achieved and efficiency can be increased in individual departments as well as for the entire business.

However, enterprise service management is not just software and digitization, but above all a mindset: every department, every employee is itself a provider of services. It is not relevant whether the recipient of the service is another department, a customer or a business partner. As a result, all internal and externally accessed services must meet the quality and user-friendliness requirements of the modern end user. Enterprise service management is the emphasis on the service concept in end-to-end processes, with a focus on maximum automation and user-friendliness for all stakeholders.

The concept of Enterprise Service Management involves applying the service paradigm to end-to-end processes with a focus on maximum automation and user friendliness for all stakeholders.

Service management?
A tried and tested system in IT

Functioning technology and stable communication channels have been business-critical for almost all companies since the 1980s, because the IT infrastructure often forms the basis for the productivity of all other departments. The idea of an IT department as an internal service provider grew very early on. IT should therefore offer the best possible service for other employees with maximum cost efficiency.

The British government agency Central Computer and Telecommunication Agency took the first step towards service management with the publication of the ITIL framework. This idea was continuously developed over time and culminated in ITSM (IT Service Management), which is still used today in the IT environment and is constantly being further developed. Instead of going to an IT employee with a laptop and describing the problem, employees nowadays easily create an IT ticket online. Software prioritizes the ticket and automatically assigns it according to competence. This not only makes IT work more efficiently and smoothly, but also improves the transparency and user experience for the client immensely.

In this example we can already see two core contents of Enterprise Service Management.

First: digitization. Instead of visiting or calling IT, the ticket is written online via a self-service portal.

Second: automation and computer intelligence. The tickets are not processed chronologically, but are automatically organized by the software according to urgency.

Can a start-up operate service management?

Basically, service management is worthwhile for all companies, regardless of size, industry or level of maturity. However, the basic requirement for successful service management is clearly defined business processes. This requires organizational structures with defined responsibilities that are manifest in practice. In most start-ups, these structures and processes still have to be created.

The mechanisms and procedures that we use in Enterprise Service Management have been used successfully in IT for decades. It is therefore not surprising that digital processes and service management have increasingly found their way into non-IT departments in recent years. Process optimizations similar to those we see in ITSM can also be implemented for HR, customer service, sales, the legal department, purchasing and many other departments. With a view to the entire organization, Enterprise Service Management emerged as a logical consequence.

Dr. Juergen Erbeldinger, CEO
„No-/Low-Coding will be the driving force for Enterprise Service Management in the near future. Therefore, the user- and benefit-centered approach will be increasingly prominent in the future. IT ensures the platform’s operation, while the specialist oversees and manages the art, scope, and progression of processes.”

Dr. Juergen Erbeldinger

CEO and Founder of ESCRIBA AG

IT Service Management (ITSM)
vs. Enterprise Service Management (ESM)

Enterprise Service Management is often described as a pure further development of ITSM. In our view, however, this representation is misleading. Even if ITSM is considered a pioneer, to a certain extent, the ESM is not a further development of ITSM when viewed holistically, but rather the superordinate term and school of thought, under which ITSM, HR Service Management, Field Service Management and the Service Management of other departments are subordinate.

However, the different definitions also show that a large number of providers of enterprise service management solutions originally come from IT service management and simply expand their concept and their use cases horizontally to other specialist areas. ESCRIBA, on the other hand, has a history in process automation and management consulting. Therefore, we know how different the requirements are in different departments.  

A ‘scheme F’ that works well in IT, simply imposed on other departments such as HR or Procurement, does not do justice to the complexity of the processes and leaves a lot of development and optimization potential untapped.

That is why we have developed our own no- and low-code platform, with which we can quickly and cost-effectively develop high-quality software for your individual business case. With the targeted use of software, you can reduce throughput times and increase customer and employee satisfaction in the long term. Since enterprise service management only works in tandem with suitable digital tools, these areas are inextricably linked.

The Swiss Tasks under the Software Solutions

Short release cycles and high flexibility are just two reasons why we rely on our self-developed no- and low-code platform. Here you can find out what advantages no- and low-coding offers and how you can use it for your company.

Digitalizing end-to-end processes: Quality from start to finish

Always think processes holistically from the perspective of your customers. An end-to-end process begins, for example, with the first customer contact and ends with the final receipt of payment. You can only offer the best possible service and access structured data for follow-up processes if you work digitally and without media breaks.

7 reasons to digitize your business with Enterprise Service Management

Especially in times of a shortage of skilled workers, the working time of your employees is more valuable than ever. With ESCRIBA’s Enterprise Service Management software, repetitive activities are automated, freeing up new capacities. Automated end-to-end processes support employees in providing first-class services, thereby increasing productivity and employee satisfaction in the long term. The standardization of workflows also forms the basis for bundling internal company services for maximum efficiency in a shared service center.

Service level agreements (SLA) regulate the scope of services and processing time for internal and external services. In order to successfully meet SLAs, the highest possible level of transparency and the availability of data across all process chains is essential. With our enterprise service management software, all process steps are recorded digitally and can be evaluated in customizable reports. In this way, you can visualize process data that was not available before and identify critical bottlenecks at an early stage. The targeted use of process automation drastically reduces throughput and idle times and reduces the risk of staff shortages, such as the ones we experienced during the corona pandemic.

Offer your users your services in the form of self-services. This can be static knowledge management with helpful information or dynamic offers such as a chatbot or live chat. The most valuable for your users are service portals, in which processes are partially fully automated and information can be accessed independently. Self-services are available 24/7 with no waiting time. We would be happy to support you on the consulting and software side in the implementation of a self-service portal.

Especially if the company does not have a complete authorization concept, sensitive data can all too easily be passed on to the wrong people. Locally stored data records are also error-prone and impair the service quality that a specialist department can provide if, for example, employees use outdated document templates. For this reason, we have integrated extensive authorization management into our Enterprise Service Management platform. Data sets and templates are stored centrally in the cloud and reading and editing rights can be specifically controlled and adjusted down to the lowest levels.

From our point of view, enterprise service management is the key to remaining competitive in the long term. Digital and process-optimized companies can offer their services cheaper, faster and more reliably and will therefore assert themselves on the market in the long term. Even if the Enterprise Service Management movement is gaining momentum in large and medium-sized companies, you still have the chance to be one of the early adopters. Since automation eliminates many time-consuming and error-prone tasks, such as the manual transfer of data, your jobs will automatically become more attractive and good employees will be bound to your company.

A transparent, seamless flow of information forms the basis for making business decisions. You can only apply the right levers for process optimization if you know which tasks are in which responsibility and for how long. Get this important data from the paper documents and locally stored Excel spreadsheets of your employees in up-to-date, comprehensive dashboards. The more data you have access to, the more consistent and valuable your internal and external services will be.

Maybe you too feel exposed to high pressure to innovate or your industry is currently in a state of upheaval? With the help of digitization and enterprise service management, innovative, new digital business models can be developed. In the legal and fintech sectors in particular, many service providers have been successful with this strategy in recent years, but other sectors also benefit from the core idea of enterprise service management. Through maximum automation and workflow optimization, you can open up previously unprofitable markets and gain an important competitive advantage.

For which departments is Enterprise Service Management worthwhile?

Human Resources

The human resources department is a very classic provider of internal services and is therefore predestined for enterprise service management. With the ESCRIBA HR Service Manager, we have created software that can either be fully integrated into an existing backend, such as SAP and SuccessFactors, or as stand-alone software with its own data management, which digitizes all service processes. Depending on the requirements, our HR software can be expanded with modules such as digital document creation, digital signature and approval processes, a self-service portal or an e-file. Hardly any other company stands for HR digitization as much as ESCRIBA. A large number of DAX and MDAX companies have been using our technology successfully in the human resources sector for decades.


Enterprise Service Management supports you in creating offers, approving discounts and price adjustments, and processing orders. You benefit from a comprehensive contract database with supplier and contract files as well as automatic contract creation, approval and signature. With standardized processes and workflow automation, you can not only reduce throughput times and error rates, you also have full transparency about the status of the orders. We look forward to supporting your company in the change process and developing a tailor-made software solution with you on a no- and low-code basis.


It is also becoming increasingly common for legal departments within companies to provide services to other areas of the company. The topics of contract lifecycle management and the provision and evaluation of contracts and clauses go hand in hand with active enterprise service management. With ESCRIBA Document and Contract Lifecycle Management (DCLM), you get the right tool to create rule-based documents and contracts, negotiate them in a targeted manner and evaluate them comprehensively.

Customer Service

Good customer service creates lasting trust in your company and your brand. With a ticket system based on the ITSM model, you ensure that all customer concerns are prioritized and processed in a standardized way. A service portal with extensive self-service offers helps to reduce the number of inquiries and provide offers around the clock. This means that customer service has more time for value-adding activities and generic tasks can be handled by the software.


Administrative tasks often include long process chains with changing responsibilities. With the Enterprise Service Management software from ESCRIBA, you can map these processes digitally in a ticket system and increase your service quality and make it measurable. Due to the technical design of our ESM software, we are able to dock to existing backend systems such as SAP to enable lossless and automatic data transfer in both directions.

Your area of application is not listed?

Enterprise Service Management is not limited to specific services or business areas. The mindset of the service concept can be applied to all internal and external process chains. Please contact us for an individual consultation.

These companies trust in ESCRIBA

It’s just one more step into the digital age

With ESCRIBA you are choosing a provider who has been living business process management and digitization for 20 years. With our powerful no- and low-code platform, we implement digital tools and solutions much faster and more precisely than conventional software providers. We support you in your individual application scenarios with dedicated software and advice. We look forward to your non-binding inquiry!

These are the advantages of ESCRIBA

Control and reduce your software expenses

As a business partner, you benefit from our no- and low-coding approach, because we can fall back on tried and tested code fragments. This reduces development costs and allows us to provide updates independently of release cycles. Another advantage of no- and low-code: departments can create and adapt applications on the platform themselves.

Strong document management

Documents form the basis of daily work in many departments. We have a strong history in automated document creation. We can integrate our world-leading document module into any software solution, giving you a clear competitive advantage. Documents and contracts can be created with the ESCRIBA Document Services (EDS) error-free and in seconds at the push of a button.

Unique integration possibilities

Our software can function as an independent backend itself or be easily connected to several existing backend systems such as SAP, Workday or SuccessFactors. This means that existing system landscapes can remain in place and data can be automatically maintained within them.

Christian Keller
Business Development

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