Enterprise service management (ESM) applies the service desk model IT already uses to every team that fulfils requests: HR, facilities, finance, legal, procurement and administration. Workdeft implements Freshservice ESM for organisations across the GCC, giving employees one portal and every department a workspace with its own catalogue, SLAs and approvals.
What ESM looks like in practice
An employee joins the company: HR raises onboarding, which triggers IT to provision a laptop and accounts, facilities to allocate a desk and badge, and finance to set up payroll, all tracked from one request with approvals and SLAs. ESM makes that routine instead of an email chain.
- One employee portal for IT, HR, facilities, finance and admin requests
- Departmental workspaces with separate agents, catalogues and reporting
- Cross-team workflows such as onboarding, offboarding and relocations
- Approvals in Microsoft Teams, Slack or email
- Knowledge base and Freddy AI self-service for every department
How Workdeft implements ESM
We start with IT, because an ITSM foundation that works is the fastest route to ESM credibility, then onboard departments one at a time with their own catalogue design workshop. Each department gets a workspace in Freshservice, trained fulfilment agents and a reporting pack.
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