Separate service spaces
Security you can trust with data-segregated service desks for each department, each with their own SLAs, forms, workflows, AI, granular permissions, and detailed audit trails.
SysAid ESM
Enterprise Service Management AI-powered service for everyone
Life is easier with one platform for ALL your service needs – get a powerful ITSM plus secure, isolated service spaces for HR, Finance, Facilities, and more.
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10,000+ organizations worldwide
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Highly rated on G2 & Gartner Peer Insights
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25+ years in ITSM
1000+ Integrations
Connect your full business
tech stack
Better together
Powerful enough for IT – simple enough for everyone else
Every team gets their own, secure service space. Employees have one place to ask for help. IT retains global control. Management gets company-wide insights. It’s a win, win, win, win, win.
One platform for ITSM + ESM
One vendor, one implementation, one place to govern it all. Modernize service across your teams and gain a holistic view of service across your entire organization – identify bottlenecks, improvement opportunities, and make data-driven decisions based on detailed insights.
Customized AI
Empower your business teams with AI. Let your entire organization tap into the full power of SysAid AI — designed specifically for each department — complete with workflows that trigger space-specific rules and AI Agents to resolve requests automatically. Minimize hallucinations and keep answers localized with separate data pools, knowledge bases, guardrails, and learning.
Cross-team collaboration
Workflows that flow across departments. Streamline cross-team collaboration while keeping confidential data confidential. With one click, multi-team tickets flow through departments without roadblocks — AI automatically routes requests, collects approvals, takes action, and updates everyone as it goes. Onboarding, offboarding, and anything that crosses team lines runs end-to-end with as little human contact as possible.
Security & compliance
Keep sensitive information confidential, and your company compliant. Confidently give teams their own data-segregated spaces where sensitive information stays isolated — even when collaborating — following strict compliance guidelines. Governance, reporting, and audit trails are built in, giving business teams peace of mind with complete control over role-based, granular permissions.
Happy employees
One place to ask for help and get answers. Employees always know where to go and where things stand. AI resolves routine requests on its own and provides hyper-relevant answers per department. When human intervention is required, you’ll get a complete ticket — with all the information needed to resolve the issue as quickly as possible.
What’s included
Everything you need in an ESM
Unlimited AI
Every department gets full access to SysAid AI to assist admins and service agents, auto-resolve employee requests, provide ticket summaries, detect emotions, translate language, and more.
Pre-built templates
Get up and running with templates for IT, HR, Facilities, and Finance based on best practices for each department – or use a custom business template for additional departments like Legal & Marketing.
Seamless employee experience
Employees always know where to get answers and open service requests via the unified AI chatbot or each department’s customized self-service portal with their own branding and knowledge bases.
Every team
One platform, infinite service across your entire organization
IT teams
Human Resources
Facilities
Finance
Business teams
IT Teams
Give your IT teams their own service desks to organize and prioritize their tickets and queues. Software license requests shouldn’t get buried in the same queue as password resets and security escalations. Separate, secure spaces keep your teams focused on the requests that matter to them, hyper-relevant AI removes hallucinations, custom SLAs, forms, workflows, and processes are easier to set up, manage, and monitor.
Human Resources
Give your HR team a system that organizes, prioritizes, and tracks every onboarding step, every employee request, and every new position. Repetitive work runs on its own — triggering the next onboarding task, answering a policy question, closing out an offboarding checklist — all handled automatically. Your team spends more time on people, not paperwork. Confidently let workflows flow knowing sensitive information will stay confidential and the entire process is tracked and meets the strictest compliance requirements.
Facilities
Give your Facilities team a system that organizes, prioritizes, and tracks every work order, every request, every ticket. Repetitive work runs on its own — collecting necessary information, routing requests, obtaining approvals, scheduling follow-ups, notifying teams — all handled automatically. You spend more time getting work done and less time chasing the backlog. And when leadership asks what Facilities delivered this quarter, you have the data to show it.
Finance
Give your Finance team a system to automate, organize, and prioritize expense reports, approvals, reimbursements, and requests. AI handles the repetitive tasks so your finance team can focus on what actually requires their judgment. Every action is logged, every decision traceable, and financial data stays confidential.
Business teams
Your business teams shouldn’t be running on email threads and Slack messages. Any department — Marketing, Legal, Design — can get their own service space to organize, categorize, prioritize, and automate requests from a custom self-service portal and chatbot. They can even choose who can submit requests with a custom group of end-users.
FAQ
Common questions about Enterprise Service Management (ESM)
Enterprise Service Management (ESM) software takes the service management practices your IT team runs, ticketing, workflows, and a self-service portal, and applies them to other departments. HR, facilities, legal, and finance handle requests the same way IT does: through one system, one queue, one set of rules, instead of email threads and spreadsheets.
Every department that adopts ESM plugs into the same platform IT uses–this means one platform, one vendor, one process. SysAid ESM ensures each department’s space is isolated and separate, so HR data is only accessible by people with permission in the HR space — even when collaborating with other teams.
One place for dashboards & reporting helps management get a company-wide overview of service requests and process efficiency between teams.
One employee self-service portal with access to every department’s custom self-service portal means employees always know where to go for help, regardless of the department. The same familiar process for all service requests makes adoption a breeze.
ESM is not a replacement for ITSM. ITSM is the foundation and ESM extends the platform beyond the IT department to Human Resources, Finance, Facilities, Legal, Marketing and more.
ITSM manages how your IT team delivers and supports IT services: incidents, requests, changes, assets.
ESM applies those same practices to business teams, customized for their best practices, with their own forms, SLAs, workflows, AI, service desks, and more.
The global ESM market is projected to reach $12.8 billion by the end of 2025, growing 18-20% annually (OTRS/EasyVista). Here’s what’s driving it:
- One system instead of five. Every department stops running its own ticketing tool, spreadsheet, or inbox for requests.
- Fewer requests lost in email. Every request has an owner, a status, and an SLA.
- Less duplicated work. Teams can work together in the same system, reducing the need for multiple requests when cross-department collaboration is needed.
- One source of truth. One place for global settings. One place for end-user management. One place for reporting, monitoring, and auditing.
- Isolated spaces mean localized troubleshooting. Working from one space and continuously adding more and more workflows, automation rules, dashboard, groups, can turn into a complex web that gets out of hand quickly. Having a separate, independent space for each team is organized, simple, clean, and more manageable.
Yes. SysAid ESM, gives every department a customized, employee self-service portal. Each team can have their own branding, look, and feel. This also ensures that answers for each department are hyper-relevant drawing from their own knowledge base and AI that learns from department-specific tickets.
Enterprise Service Management (ESM) provides business teams the ability to organize, prioritize, and manage service requests – just like IT with ITSM. They can also automate repetitive tasks, deflect common questions, and handle more questions without adding more staff. ESM also helps leadership and teams track, monitor, and report on their productivity – making better decisions with better insights.
- HR: Onboarding and offboarding checklists, benefits questions, leave requests, equipment provisioning.
- Facilities: Office repair requests, visitor registration, parking access, badge requests, desk moves.
- Legal: Contract review requests, compliance questions, policy sign-off tracking.
- Finance: Purchase approvals, expense report exceptions, vendor management, procurement requests.
See how SysAid ITSM + ESM elevates service management
Take service to the next level – throughout your entire company – reach out today & we’ll show you how.
