Since ESM is an expansion of the IT Service Management framework into other areas of the company, it shouldn't come as a surprise that the tools used for this purpose primarily belong to that area. However, with enough flexibility, they can easily adapt to other areas of the company.
These features are essential for streamlining Service Management:
1. Accessible user experience (UX)
2. Self-service capabilities
3. Ticketing capabilities
4. Multiple help desk creation
5. Workflow automation
6. Omnichannel options
7. Reporting and analytics