Enterprise service management (ESM) is a category of enterprise management software, typically a suite of integrated applications used by a service organization to capture, manage, record and analyze the data essential to the performance of its services.
ESM is also a term used to sometimes generically describe the use of service processes and technologies within an organization. It is intended to be a broader term (like ERP and EAM) as opposed to IT service management (ITSM), which is concerned solely with the management of IT services.