Introduction to Enterprise Service Management (ESM) in ServiceDesk Plus

Enterprise service management (#ESM) focuses on setting up individual service desks across IT and non-IT business functions, all while providing a uniform end-user experience across the different service desks in the organization.

Please take a look at the License, Behaviour changes, and General FAQ for ESM.

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[manageengine]

Learn how AI-enabled ITSM capabilities can amplify your IT team's efficiency and help deliver exceptional employee experiences.

[srplho]

can you include Service Desk instance for Projects Dept. ??? for tracking their tasks, activities, expenses etc

[darwinpoum]

Is possible to set up roles, cause some internal services travels across all organization not only one department? Tickets are visible for different roles based in Ticket Status or phase in the process.
Another kind of tickets comes from out of the organization (under no-authenticated users) that travels across organization departments, maybe their information (client info) is stored in different systems which need to be integrated, also different Autoservice Portal is need only for this kind of users.
Also some documents that are necessary to be attached to ticket.

[MrMaltavius]

Great, what happens when users make an Incident in the wrong Instance? Can it be moved?

[laterrius]

When will ESM be available for installation?

[mvvimvvi]

It would be nice if someone can speak. It's not convenient to read text and watch video at the same time.