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Enterprise Service Management. Get your passport and buckle up.

Ready to go on a 4-stop journey with us? It’s time to board your Enterprise Service Management flight. We will give you the full ESM 101 rundown, show you how to scale into the new reality and finish up with a full blown customer-centric and digitised Global Business Services department. Sit back and enjoy the flight.

Let’s begin
ESM journey
ESM journey

What is Enterprise Service Management?

Simply put, Enterprise Service Management (ESM) is a strategic approach based on using IT Service Management principles and modules in other areas of your organisation. Imagine being able to extend the efficiency and perks of your ITSM solution throughout the whole company.

See how our Partner – ServiceNow explains it:

ServiceNow square logo ESM is a strategic approach to improving business operations and outcomes for end users and employees which involves people, process and technology transformation. It applies service management principles and technologies across the whole enterprise to improve performance, measurability, effectiveness, responsiveness, efficiency and to drive digital transformation.

How does it help your organisation? Main benefits of the Enterprise Service Management

Build service-oriented operating model that is a foundation of digital enterprise

Self-service & Process automation

To focus on what matters to your employees & your businesses.

Employee-centric, intuitive portal

It drives remarkable experience enabling new usages.

All In One

Creative a collaborative platform momentum and decomission multiple outdates tools. Create one System of Engagement, Intelligence, Workflow & Record


It enables cross functions, end-to-end, digital services & workflows that ease up the automation and innovation.

How does the ServiceNow fit into this? With the Now Platform you can solve your ESM pain points easily

Real-time transparency

Make sure you are not losing any data due to lack of visibility.

Work automation

Don’t waste any more time of your teams on manual tasks and benefit from the power of automation.

Streamlined communication

Give your communication channels a proper direction and avoid back & forward communication.

Save time

Save time on automating everyday tasks, creating reports and

Boost productivity

Give your teams the right tool to boost their productivity and deliver the best services.

Great experience

Ensure the best experience for all your stakeholders with one platform.

Join us for a year-long journey through the most important aspects of Enterprise Service Management.


March 21, 2023 – 2:00 pm to 2:30 pm UTC+1

Enterprise Service Management 101


May 23, 2023 – 2:00 pm to 3:00 pm UTC+1

How to avoid the ESM watermelon effect of SLAs


September 19, 2023 – 2:00 pm to 3:00 pm UTC+1

Enterprise Service Management 102


November 14, 2023 – 2:00 pm to 3:00 pm UTC+1

For a smooth Global Business Services landing

Ministry of HRSD reaps the benefits of efficient service management

The snapshot The challenge When the Ministry of Human Resources…

Copenhagen Airports optimizes the IT infrastructure with ServiceNow Discovery

The snapshot The challenge Copenhagen Airport, commonly referred to as…

INVERSIS chooses Devoteam to strengthen the control and reporting of its services management

The client’s context Inversis is a Spanish leading company that…

Leveraging the power of ServiceNow with Afirme Financial Group

Context Banco Afirme is a provider of financial services based…

Transforming customer service management with ServiceNow

The challenge Our client is a global leading provider of…

Revamping Management frameworks for an enhanced customer experience using ServiceNow

The challenge A public institution in Saudi Arabia set goals…

Reducing risk and enhancing security through ServiceNow GRC solution

The challenge This global HR company based in Zurich has…

About us Who are we?

Devoteam has supported more than 1,000 clients on their workflow implementation journey. Here’s how you can benefit from our technical expertise, agile approach and creative vision.

15 countries served
+1000 customers
+750 tech experts
+200 advisory consultants

Your award-winning partner

With 25 years of service management expertise, we’ll streamline your strategic evolution in innovative and exciting ways.

And you’ll always receive the best bespoke solutions from our team of hundreds of experts across 18 countries – we’ve supported thousands of clients across EMEA and beyond.

With a firm focus on customer-centric design, our management consultants always work in synergy with our delivery experts to drive holistic transformation – so every element of your enterprise is aimed towards excellence.

Your full ServiceNow platform coverage and expertise is backed by the collective brainpower of our International Centres of Excellence (ICE) in Toulouse and Prague – as well as our status as ServiceNow Elite Partner and Global IT Workflow Partner of the Year 2021. With an award-winning partner by your side, there’s no limit to what you can achieve.

Devoteam as the Elite Partner of ServiceNow
Devoteam Badge as an Authorized Training Partner with ServiceNow
Devoteam is a Global ServiceNow Partner Award Winner in 2021
Devoteam is a EMEA ServiceNow Partner Award Winner in 2021
Devoteam is a Regional ServiceNow Partner Award Winner in 2020

Do you feel like the ServiceNow ESM module is the right tool for your team?

We think so too! Nevertheless, we remember that every company is different and has different expectations, resources and needs.

That’s why at Devoteam you will get a solution designed specifically for your needs. We will be with you every step of the way, guiding and advising you on your digital journey, to make sure you succeed long-term.

Get a tailor-made advice from Ahmad
Ahmad AlOmari, Devoteam

Ahmad Al-Omari

Lead ESM Workflows @Devoteam