Top Enterprise Service Management tools for better shared services

Are you surprised to learn that poor communication is costing businesses $1.2 trillion annually? We were. Organizations like yours are growing in complexity as the world itself becomes more dynamic, fast-paced and the old ways of doing things are left behind as the rate of technological disruption accelerates. If you’re not careful, your company might find itself suffering from acceleration whiplash. This can leave team members feeling isolated, teams siloed, and nobody knowing where to turn to look for help, advice, and solutions to their problems. These are problems that are burying your company, and for which your bottom line is paying a hefty price.

So, how can you avoid this situation? One way is to adopt Enterprise Service Management (ESM) tools like TOPdesk’s Enterprise Service Management software. In this blog, we’ll introduce you to the concept of ESM, give you a round up of some of the most popular ESM tools, try to explain why TOPdesk's ESM solution deserves your attention, and then help you to get started on your ESM adoption journey. Let’s get started.

What is Enterprise Service Management?

Assuming you know absolutely nothing about ESM, let’s start with a simple definition: Enterprise Service Management constitutes all of the processes, tools and resources your company uses to help internal and external customers log and resolve service requests quickly and efficiently.

So, if your company has a single point of contact for enquiries regarding, for example, your Facilities, human resources (HR) and IT service teams, then your company already has an ESM solution in place. Great job.

However, if you’re reading this blog, it’s unlikely that this is the case. You’re likely here to find out whether there’s a better way to improve your internal communication and service delivery—pain points that are costing your teams valuable time, and ultimately, your business money.

How are ESM and IT Service Management different?

Now you’ve been introduced to the concept of ESM, you might have a few bells ringing: “Wait, a solution to knowledge consolidation and service desk automation inside my company? That’s IT Service Management (ITSM), right?”

Well, sort of.

ESM and ITSM are closely related. ITSM is essentially exactly the same as ESM, except that instead of covering a variety of different service desk operations across your company, it specialises in making your IT service desk run as smoothly as humanly possible.

How to identify if you’re ready for ESM, not just ITSM?

In fact, many people considering ESM are already happy ITSM software customers. They’ve seen first-hand how a streamlined, automated, single-point-of-contact (SPOC) service desk can free up your IT team’s time to focus on the important stuff. This improves customer satisfaction scores, and saves money.

Often, once the penny drops, these customers then look across their organizations and find similar stories happening in other parts of their companies, and decide, perhaps as you are, that consolidating all of your services under one roof could bring even greater customer service, efficiency and cost savings.

Different ESM tools

Now that you’re sold on the “what” and the “why” of Enterprise Service Management, let’s talk tools. Because here’s the thing: the best strategy in the world is only as good as the platform you choose to deliver it. And not all tools are created equal.

Below, we’ve rounded up some of the most popular ESM platforms on the market today—each with its own strengths, quirks, and sweet spots. Think of this as your speed-dating session for ESM solutions.

The ESM tool line-up

ServiceNow

Probably the biggest name in the game. ServiceNow offers an all-singing, all-dancing platform for IT, HR, legal, finance—you name it. It’s powerful, customisable, and extremely scalable. Just be prepared: you might need a small army (and budget) to get the most out of it.

Jira Service Management

Built by Atlassian and much-loved by dev teams, Jira Service Management brings ESM into the agile era. It’s flexible, integrates like a dream, and is especially good if you’re already knee-deep in the Atlassian ecosystem.

Freshservice

Fresh by name, fresh by nature. Freshservice delivers a modern, easy-to-use tool that started with ITSM and has expanded into ESM. Great for companies that want a sleek interface and out-of-the-box functionality without a huge learning curve.

BMC Helix ITSM

A veteran in the ITSM world, BMC Helix is enterprise-grade and packed with features. While it’s more IT-focused, it’s steadily growing its ESM capabilities, especially for large, complex organisations.

ManageEngine ServiceDesk Plus

The Swiss army knife of the bunch. ManageEngine is affordable, versatile, and rich in features, this tool covers everything from ticketing to Asset Management. It’s a solid entry point for organisations dipping their toes into ESM.

TOPdesk

And then there’s us. TOPdesk puts shared services at the heart of your business—with a clean interface, a powerful Self-Service Portal, and workflows that make your people’s lives easier. And the best part? You don’t need a PhD in enterprise software to get started.

How TOPdesk’s ESM solution is different

Our ESM solution is a genuine shared service management tool, powered by TOPdesk’s Self-Service Portal. It’s a knowledge base, customer portal and service catalogue in one. For your customers, it’s a one-stop shop for finding what they need, when they need it. For your service desk, it reduces repetitive calls, freeing up time and resources to do important tasks and spend more time on the bigger picture. Features like AI, automation and machine learning can reduce repetitive tasks even further.

Your team can’t respond to every status update request. With a Self-Service portal, customers can log issues, check updates, and find answers to common questions on their own. It’s quick, clear, and puts them in control.

Everything in one place

Whether it’s logging a ticket, booking a room, or requesting a service, the Self-Service portal brings your service catalogue, ticket forms, password resets and approvals into one place. Big, clear buttons guide users to what they need, and permissions let you tailor the experience to each person.

Built around you

Customise the Self-Service portal to match your brand. Add logos, change colours, update layouts. Drag-and-drop tools make it easy to manage forms, services, and articles without needing a developer.

Show your value

Use the Self-Service portal to highlight everything your team offers. Add clear descriptions and images, and build smart forms to collect the right info upfront.

Help users help themselves

The knowledge base gives customers easy access to FAQs, guides, and support content. That means fewer tickets for your team and faster answers for your users.

Designed for everyone

TOPdesk is improving accessibility across the Self-Service portal, working toward WCAG 2.1 Level AA compliance. So every user can get the support they need, without barriers.

If you’d like a comprehensive guide to ESM, look no further than our e-book, free of charge.

How to get started with ESM

Getting started with ESM doesn’t have to mean ripping everything up and starting from scratch. It’s about taking what already works in IT and applying it across the business in a way that’s structured, scalable, and user-friendly. Here’s how to do it.

Review what you’re already doing

Start with your core ITSM practices before expanding gradually to other departments. What’s currently working well? What causes delays, confusion or duplicate work? Look at ticket volumes, resolution times, and feedback. This will help you spot the biggest opportunities for improvement.

Map out your services clearly

Before you can automate or improve anything, you need a clear picture of your services. That clarity helps you standardise service delivery across departments. Define each one in simple terms. What is it? Who provides it? How do users request it? What does success look like? This step creates the foundation for consistency and clarity. By the way, if you’re serious about service automation, check out this helpful guide.

Choose a tool that fits your needs

There’s no one-size-fits-all tool. Find an ESM solution that fits how your teams work and the goals you’re aiming for. Look for tools that support self-service, workflows, automation and cross-team collaboration—without piling on complexity.

Set up forms and workflows

Once you have selected your tool and mapped your services, build out request forms and approval flows that reflect your real-world processes. Use conditional logic and routing rules to keep things moving, and make sure everything’s easy for end users to follow.

Train your people and listen

Even the smartest tool fails if no one knows how to use it. Run hands-on training sessions, give people clear documentation, and create feedback loops. What’s confusing? What’s helpful? What’s still missing? Use that input to fine-tune your setup.

Expand gradually, not all at once

You don’t need to launch ESM across the entire organisation overnight. Start with one or two departments—HR, Facilities, Finance—learn what works, and build from there. Each successful rollout gives you momentum and evidence to bring the next team on board.

Conclusion

ESM isn’t just a trend, it’s a smarter way to run your organisation. With the right Enterprise Service Management software, you’ll transform how you deliver value across the business. By bringing your service teams together under one roof, you break down silos, reduce duplication, and make life easier for both your staff and your customers.

Whether you're just starting out or looking to take things further, the right tools and a clear roadmap can help you get there. Ready to take the first step in your digital transformation journey? Explore our ESM software designed for collaboration and built to support smarter shared services.