Trained 50k+ People
Over 100+ Countries
By Specialist Trainers
With Over 20 Years' Experience
Our Enterprise Service Management (ESM) Practitioner training course includes both theoretical and practical guidance that will allow you to take away and successfully apply improvement ideas to beneficial effect within your working environment and across the entirety of the enterprise service management landscape.
Qualifying for the Enterprise Service Management (ESM) Practitioner certificate is in two parts as follows:
Part A) comprises an assessment of your practical knowledge and course contribution through on-course assessment by the tutor. This assessment will represent 20% of the final score and is based on the following criteria:
Part B) comprises an exam paper of 40 questions designed to test your knowledge of ESM at a Foundation level.
| Syllabus Category and Number of Questions | Syllabus Sub-Category and Assessment Criteria | Bloom’s Level | Marks Available |
| 1. The Journey to Service Excellence 10 questions | Understand key terms and their meaning: Service excellence Service management and enterprise service management The service provider as a cost centre, service provider, business partner and innovator Cross-functional working The capability axis and the value axis The value stream and the supply chain Optimising the customer journey using Lean, Six Sigma, problem management and continual service improvement | 2 | 4 |
| Understand key roles and responsibilities: Stakeholders Customers Consumers Suppliers and partners | 2 | 2 | |
| Understand and apply key techniques: Stakeholder mapping Value stream mapping Process adoption | 3 | 4 | |
| 2. Service Management Concepts 4 questions | Understand the meaning and application of value: Services The value of a service The efficiency of a service a) The effectiveness of a service | 2/3 | 2 |
| Understand the meaning and application of governance: Service governance Process governance d) The process control model | 2/3 | 2 |
| Syllabus Category and Number of Questions | Syllabus Sub-Category and Assessment Criteria | Bloom’s Level | Marks Available |
| 3. Adopting and Adapting Service Management 11 questions | Understand the meaning and application of: Transformation programmes Kotter’s eight step change model The CSI model and the CSI register A service directory Matrix management Measurement Process optimisation Process policies Process maturity | 2/3 | 9 |
| Understand the roles and responsibilities of: The Process Owner The Process Manager The Service Owner | 2 | 1 | |
| Understand the meaning and application of: Service costing Incident or failure costing | 2/3 | 1 | |
| 4. The ESM Principles 4 questions | Understand the meaning and application of: Focus on value Start where you are Progress iteratively with feedback Collaborate and share success Think and work holistically Keep it simple and practical Optimise and automate | 2/3 | 4 |
| 5. The ESM dimensions 1 question | Understand the meaning and application of: Information and technology Organisations and people Value streams and processes The physical environment | 2 | 1 |
| 6. The structure and application of the ESM processes 10 questions | Understand the meaning and application of: Support centre management Incident management Problem management Operational change management Service level management Relationship management Supplier and partner management Business analysis Knowledge management Risk and continuity management | 2/3 | 10 |
Our Enterprise Service Management (ESM) Practitioner training course is valuable for a range of professionals within an organisation who are involved in managing services, processes, or customer interactions:
IT Managers & Leaders: To extend IT Service Management (ITSM) practices to other departments and improve service delivery across the enterprise.
Department Heads & Managers (Non-IT): Leaders from HR, finance, legal, facilities, and other business units who want to adopt service management principles to improve efficiency and collaboration in their departments.
Service Desk & Operations Teams: Those responsible for delivering services to internal or external customers and looking to streamline their processes through ESM.
Process Owners and Managers: Individuals who design, manage, or improve organisational processes across different departments.
Business Transformation Teams: Professionals involved in digital transformation or business improvement initiatives to drive better service alignment across the organisation.
Change Managers: Those overseeing organisational change efforts who want to incorporate service management best practices into their approach.
Project Managers: To understand how ESM can contribute to improved project execution through better service coordination and process automation.
Service Delivery Managers: People responsible for ensuring that the quality of service delivery across various departments meets organisational standards.
Consultants & Advisors: External or internal consultants looking to help organisations implement or optimise ESM strategies.
Anyone involved in improving efficiency, customer satisfaction, or operational effectiveness through structured service management practices can benefit from ESM training.
Our Enterprise Service Management (ESM) Practitioner training course will include the following:
There are no formal entry-level requirements for our Enterprise Service Management (ESM) Practitioner training course.
There is no recommended reading associated with our Enterprise Service Management (ESM) Practitioner training course.
Enterprise Service Management (ESM) Practitioner Examination:
Exam Duration: 60 Minutes
Number Of Questions: 40
Level Of Thinking: Blooms Levels 2 & 3
Materials Allowed: None
There are four grades based on the combination of the candidate’s performance across both the on- course assessment and the exam paper:
Our ITIL® 4 Foundation training course will enable you to understand a new way to look at IT Service Management (ITSM) through a Service Value System (SVS).
Our ITIL® 4 Foundation training course will educate you on how to manage IT services and achieve business value within an enterprise.
It is a widely accepted approach in IT Service Management (ITSM) and will introduce you to the core principles of ITIL® best practices and concepts.
Enterprise Service Management (ESM) enhances efficiency and collaboration across an entire organization by applying IT service management principles to all departments, such as HR, finance, and facilities. By standardizing processes and automating workflows, ESM reduces manual tasks and streamlines operations, leading to faster service delivery and fewer delays. This not only improves operational efficiency but also enhances communication between teams, breaking down silos and fostering better coordination. The ability to track and manage service requests centrally provides greater visibility, accountability, and consistency in service quality across the enterprise.
Moreover, ESM improves user experiences by offering self-service portals and automated solutions, enabling employees and customers to access services more easily. It also supports digital transformation by integrating services across the organization, promoting innovation, and reducing costs through automation. With better reporting and analytics, organizations can make informed decisions to optimize processes and resources. Ultimately, ESM drives greater satisfaction for both employees and customers while ensuring scalability, compliance, and flexibility as the business grows.
All of our trainers have achieved exceptionally high delegate pass rates for accredited examinations for all our courses. We also offer complimentary pre and post-course support for any questions you may have.
We try and be as flexible as we can and accommodate your needs. We can swap delegates at any time with no charge. We can also create bespoke content should this be required.
We specialise in IT Service and Project Management. All of our Trainers and Consultants have considerable years of hands-on experience in IT Service / Project Management, working across a wide number of industry sectors.
Our training, sales and admin staff are all professional, helpful, friendly and approachable. We believe in providing excellent customer service. You will always have a dedicated friendly Account Manager
INFORMATION
There are currently no course dates that match your selected filter options. Please try another filter or contact one of our dedicated account managers on +44(0)1539 736 828 to discuss your requirements. Thanks.
Enterprise Service Management (ESM) is the practice of applying service management principles and frameworks, originally designed for IT (like IT Service Management, ITSM), to the broader organisation. This includes non-IT departments such as HR, finance, facilities, legal, and customer service.
ESM aims to improve efficiency, streamline processes, and enhance service delivery across the entire enterprise by using the same structured approaches typically used in IT, such as workflows, automation, and a customer-focused service delivery model.
Live Chat
Contact Us
DURATION
TYPE 
PRICING 
