Making Enterprise Service Management a Reality in the Public Sector

State and local IT leaders are under constant pressure to improve operational efficiency, reduce manual tasks, and enhance service delivery across departments. This paper explores how Enterprise Service Management (ESM) extends proven IT Service Management (ITSM) principles to transform both technical and non-technical operations, including HR, facilities, and public-facing services.

By leveraging automation and self-service capabilities, ESM enables government agencies to:

• Eliminate mundane, repetitive tasks and reduce staff burnout.\
• Accelerate critical processes like employee onboarding and offboarding.
• Centralize workflows to foster collaboration across departments.
• Enhance the experience for both employees and constituents through unified service portals and AI-driven chatbots.

For IT leaders looking to modernize government services while addressing budget and staffing constraints, ESM offers a transformative solution. Download the full paper to discover actionable strategies and best practices for implementing ESM in your organization.