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One service desk to rule them all

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AI-powered enterprise service management for every team

Cut costs, ditch complexity, and unify services across the enterprise

Forrester Wave™ report

OpenText is proud to be recognized in the Forrester Wave™ for ESM

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Service management for HR teams

Improve HR service delivery

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The benefits of a single service desk platform: A CIO’s perspective

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Why run ten service desks when one will do?

Welcome to enterprise service management your way—simple, economical, scalable

Empowerment

Transform service desk experiences

Wow users with AI-powered self-service, knowledge articles, and guided automation—all from one portal or mobile app.

Simplicity

Cut operational complexity

Reduce help desk tools, ticket volumes, and staff workloads with one service management platform across IT, HR, facilities, and more.

Speed

Drive faster outcomes

Streamline services with out-of-the-box best practices, seamless integrations, codeless configurations, and real-time visibility into service performance.

Savings

Cut service management costs

Deploy a codeless, easy-to-deploy, low-maintenance solution with transparent pricing that covers all essential ITSM and ESM capabilities.

They dared to imagine service desk sanity

And there it was—our enterprise service management software with all its cost-cutting, complexity-crushing power

We observed a 30% reduction in call volumes as our users continue to handle more and more tasks independently. In addition, AI-driven functions revolutionized incident management.

Zuzana Mayerova
ITSM Program Manager, Diebold Nixdorf

Our service management offering is not just an IT service tool. It also serves many of our non-IT functions, such as People, Facilities Management, Finance, and Logistics.

Dominik Schopp
IT Service Manager, SICK AG
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We are delighted by the adoption of our...services by our non-IT colleagues; this has really unified our business.

Uğur Çetin
IT Architecture Group Manager, Socar Turkey

Your service desk transformation starts here

OpenText™ Service Management

Elevate user experiences with generative AI and self‑service options

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OpenText™ Service Management Aviator™

Empower users, service agents, and IT staff to find the answers they need with private generative AI

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Frequently asked questions

Enterprise service management (ESM) is the practice of applying service management principles—traditionally used in IT—to other business functions such as HR, facilities, and legal. By extending these principles beyond IT, ESM enables organizations to deliver consistent, efficient, and user-friendly services across departments.

Learn more about enterprise service management >

Organizations implement ESM to improve service delivery across the enterprise, beyond IT. The benefits include enhanced employee experiences through a unified service portal, reduced manual efforts via automation, and improved collaboration between departments. ESM also helps eliminate redundant applications, streamline onboarding and offboarding processes, and create a more cohesive digital workplace. Ultimately, companies adopt ESM to drive operational efficiency, reduce friction between functions, and support broader transformation goals.

Read these enterprise service management customer success stories >

Yes, when implemented strategically, enterprise service management (ESM) can improve performance across an organization. Organizations adopting ESM often see improvements in key performance areas such as employee onboarding cycle time, service-level agreement (SLA) compliance, and self-service adoption.
To build a successful enterprise service management (ESM) program, organizations must look beyond simply selecting and implementing a technology platform. True success begins with aligning the program to strategic business objectives and securing early stakeholder buy-in from functional leaders across the enterprise. Establishing an ESM Center of Excellence (COE) is essential. It ensures that people, processes, and technology are working in harmony and that governance is in place to support agile delivery. A well-defined roadmap, backed by performance metrics and a commitment to continual improvement, helps to sustain momentum and ensures the program delivers long-term value.

Selecting the right enterprise service management (ESM) platform starts with understanding your organization’s specific requirements. It’s essential to evaluate platforms based on their ability to support business goals and integrate with domain-specific solutions like HR and facilities. Many IT service management (ITSM) vendors offer ESM capabilities, but these often span multiple products with varying licensing models. A successful selection process involves mapping platform features to your ESM roadmap, ensuring scalability, and planning for long-term maintenance and support.