A strategic, long-term approach to ESM enables you to have the confidence that you're on the right journey, enabling you to get as much out of your tech investment as possible.

Jaroslav Tomik
ServiceNow Sales Specialist

What is Enterprise Service Management (ESM)?

IT and business areas are converging when it comes to roles, functions, processes, and tools being used across organisations to improve efficiency, control, transparency, and governance.

Enterprise service Management (ESM) applies IT Service Management (ITSM) principles to enable better service delivery for your internal teams. Using ITSM practices you can get your whole organisation working to the same goals on the same terms and metrics. In turn enhancing employee experiences and efficiency by IT enabling the business.

How does ESM benefit your organisation?

  • Reduce service delivery times
  • Shift cost to value
  • Enhance employee experiences and drive workforce satisfaction
  • Increase workforce productivity
  • Maintain security & governance standards
  • Establish standardisation, automation & self-service
  • Improve visibility and reporting, whilst eliminating value leakage
  • Accelerate Cross departmental operational efficiency

Why Choose CDW

Trusted Provider

With an average tenure of trading with our top 100 customers of 8.5 years, we are here for the long run, whatever your size, budget, or locations around the globe.

Full Delivery Capability

From strategic assessment and visioning, solution architecture, development, implementation, process design improvement, automation and orchestration to OCM, training and advisory, you can rely on us to deliver.​

Industry Experts

CDW attracts recognised industry leaders, an ITIL®4 Lead Architect Team member, Lead Editor ITIL®4 CDS, ITIL Practitioner co-author, SDC co-author and auditor.

Fostered Strategic Relationships

CDW is ServiceNow's 2021 Global Elite Partner of the Year, 4.5/5 CSAT, 700+ certifications, 2000+ application deployments, but we also work with the likes of Ivanti, Hornbill, Atlassian, or Freshworks.

Service Value Management

Our unique offering enabling you to build a fresh approach to reporting, performance monitoring, and value demonstration.

World-class Workshops

Developed by our industry leaders and include ITSM / ESM / ITIL®4 overview, Global ITSM Strategy, Service Management and DevOps Integration, Problem and Knowledge Management, SLA/XLA metrics, or Simulations.

Enterprise Service Management Packages



Strategic workshop with value definition.



Basic service, plus ongoing service value management – including ongoing capture and presentation of experience and outcome metrics.



Essential service, plus service design and readiness.


Accelerate service delivery, improve visibility, improve user experience, increase service and support performance with CDW's Enterprise Service Management Solutions. Complete the form to speak to our industry experts.