Directum ESM

The main articles are:

• IT Service Management, ITSM
• Knowledge Management
• SaaS - History. Philosophy. Development drivers

2025

Sending requests through the AI assistant

In the updated Directum ESM, users will appreciate sending requests through, AI assistant smart search, the ability to give feedback on the quality of services and additional metrics for monitoring work. This was Directum announced on December 22, 2025.

The service management system is seamlessly linked to Directum's product Directum Omni. This is a superapp for corporate communications and services with built-in artificial intelligence. In the chat, you can send requests in any form - the smart bot recognizes the problem and will make a structured application. If the user has already clearly formulated the request, he simply selects an option from the finished service catalog, which is also available in the application.

You can look for a solution to your questions yourself in a question and answer search: smart technologies will find information and give a ready-made answer. This reduces the burden on service departments, since many applications go to self-service, another part is transformed into understandable requests.

Thanks to the combination of Directum ESM with superapp, users have the ability to send requests at any time and from different devices.

{{quote 'One of the trends of the service approach is the use of artificial intelligence. Modern mechanisms are able to adapt responses not only to a specific request, but also taking into account the history of messages, the position of the user and the level of technical literacy. Therefore, it is important for us to offer the market new opportunities for managing services, including an AI assistant and smart search, - said Konstantin Kochergin, product manager of Directum ESM }}

The service catalog is now displayed as tiles. Their number can be any, the display order is configured without programming. For example, if the company uses the services of the administrative and economic service most often, then this tile can be moved to the first place. To do this, you just need to set the highest priority.

On the same screen, the field "Send from" is available to select the employee for whom you want to make a call. This is convenient if a colleague's computer has broken down and it is impossible to report the problem yourself.

A friendly service catalog helps employees not to get confused in requests and reduces the burden on service departments: the number of random requests decreases, only targeted ones remain.

When an employee receives a result at his request, he puts from 1 to 5 stars that correspond to the quality of the service. If you assign 2 stars or less, the system will automatically ask you to justify the low rating. The functionality is available on the computer and in the Directum Omni mobile application.

Statistics on applications can be viewed on a special widget, which contains services in the context of ratings and categories. The service manager monitors the quality of execution, sees the requests for which difficulties arise and adjusts the work.

In the updated version, a distinction has appeared dashboards by role: for service employees (operational) and their managers (analytical). Ordinary specialists can find out what the period of reaction and resolution of the issue was, and SLA the bosses - the dynamics of the number of requests.

Additional widgets have appeared, for example, "Active Cases." It shows how many applications are in the work and when the decision expires on them.

Thanks to the functionality, work control becomes transparent, it is easier to find weaknesses and develop the service.

Services for everyday tasks have been added to the system: registration of passes and maintenance of office equipment. Employees do not need to personally go to the checkpoint to order a document for the visitor, or issue paper applications for the repair of equipment. Everything is solved in a few clicks directly from the workplace.

Pre-configured services speed up the launch of the ESM system. But the ability to add your unique processes remains. No-code-setting helps to adapt the system to the request of a specific company in a short time.

Cloud Availability

Directum ESM is now cloud in and with additional features. This was Directum announced on September 1, 2025.

Comprehensive management of internal services is available in local and cloud delivery.

Previously, Directum ESM - a system for organizing the company's services - could only be purchased in a local delivery. Functionality is now available in the cloud. The pros of the on-prem version are preserved: 24/7 uninterrupted connection, security and data integrity.

Directum ESM users can log and process cases, learn instructions from the knowledge base, track execution statuses, and close incidents. The following tools are available in version 1.4 for cloud and local clients:

• a catalog of services with pre-configured services, including new services "Granting access to IT systems" and "Issuing certificates";
• Incident and Request Management
• knowledge management;
• Configuration Unit Database (CMDB)
• Service Level Management (SLA)
• operational reporting on dashboards.

Directum ESM 1.4 has options for configuring the service level. Using the "Consider in SLA" check box, the technical support specialist records the working time that he spent on solving the problem. If the appeal is idle through no fault of the contractor (for example, the author of the application does not provide the full amount of information), then you can remove the mark and the waiting hours will not be taken into account in the SLA.

Additional widgets are available for service managers. Dashboards show how the deadlines for processing all requests at once are met, as well as in terms of their types, for example, incidents, service requests and changes. It has become easier to control the quality of the services provided.

Advanced search helps you quickly find the desired object by its characteristics, such as name, author, or date of change. The support person or the requester can now search for cases and tasks to process them. Routine processes are accelerated, the risk of losing applications is excluded.

The administrator adapts user fields in the service card without involving programmers. For example, you can add a column with a list of departments for which the service is available. Such cards take into account more information at the entrance and speed up the decision of the appeal. This reduces the burden on technical support and increases employee satisfaction.

Шаблон:Quote 'author=Konstantin Kochergin, Head of Directum ESM Promotion.

Jatoba DBMS Compatibility

Gazinformservice and Directum have confirmed the correct interaction of their products. Gazinformservice announced this on June 5, 2025.

The tests confirmed: Jatoba can be used with Directum RX, Directum HR Pro, Directum Projects, Directum ESM and Directum Lite products. Read more here.

Platform V Pangolin DB Compatibility

Sber Tech and Directum conducted bilateral testing of their products. Platform V Pangolin DB from Sber Tech is also compatible with Directum ESM. Directum announced this on February 24, 2025. More here.

Updating with Setting Up Relationships Between Objects

On February 25, 2025, Directum introduced the next version of the Directum ESM platform.

As reported, Directum ESM is a platform for managing corporate services, with the help of which users process applications, control deadlines for requests, plan and implement changes, and gain access to useful information to perform tasks. The service approach optimizes the quality of call resolution and employee loyalty. To get even more effect from the work on the provision of services in this version, a database of company property and setting up relationships between objects appeared.

Data Base Configuration Units

Directum ESM now has a CMDB (Configuration Management Data Base) - configuration management database. The functionality helps to keep records of IT infrastructure components (servers, software, network connections, location and user data, licenses and guarantees), equipment, premises, furniture and connect them to each other. This helps to find the source of the problem and its causes faster.

For example, if an employee does not have a program, then a support specialist opens a card with data on the computer and looks at which software is connected to it and whether the failure really occurred in it. Thus, the service service quickly identifies problem areas and performs diagnostics or updates.

In the platform interface, you can create configuration unit types (CUs), directly configuration units, and link variants between them. Additionally, groups and KE status are configured. So the search for objects becomes as fast and transparent as possible.

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Фото: Directum

The name, assigned, and responsible employees are specified for the configuration unit. In addition, for faster identification of KE, you can register the manufacturer, serial number, code and other desired parameters.

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Фото: Directum

Setting Up Associations Between Configuration Units and Documents

Administrators can relate multiple property objects, such as a specific computer and the operating system that is installed on it. In the future, this helps the service personnel to maintain the necessary information before the start of work and determine how changes in one CU will affect the overall performance of the system.

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Фото: Directum

Documents, such as a contract or instruction, can be linked to each configuration unit. In a couple of clicks, the user finds information about where to contact to service the object. If necessary, the employee immediately creates and agrees a contract without switching between systems. This is possible due to the fact that all elements of the Directum ecosystem, which includes the ESM platform, seamlessly interact with each other.

No-code-configuration of forms and variants of processes

Due to flexible adaptation, the platform can be adapted to the features of any division: customer service department, administrative and economic service, accounting and others. With the help of no-code, unique processes for working with cases are configured, fields in KE forms are changed. For example, for a monitor card, you can add lines: "Diagonal," "Connectors."

The configuration database gives a complete picture of the requests, which means that the support service solves requests more quickly and efficiently. Linking documents to configuration units also helps to optimize the work on requests. This functionality, which is not found in most ITSM systems, we expect users to appreciate convenient access to information. told Konstantin Kochergin, Head of Directum ESM Promotion

2024: Directum ESM Presentation

On December 9, 2024, Directum introduced Directum ESM, a platform for digitalizing corporate services.

With this product, you can organize a service approach to managing corporate services. Users will be able to accept any requests through a single window, monitor the quality and timing of requests, plan and implement changes, and maintain asset records.

Directum ESM is a no-code platform for the digitalization of corporate services, with the help of which companies improve the quality of service for employees. The functionality can be used not only for debugging internal processes, but also for external support of customers, partners, the work of the CSR.

For ordinary users, the system looks like a one-window service (Help Desk), where you can quickly apply for any service. There are two interface options for this: Directum Portal and Directum RX web access.

Support and other service departments use a special infrastructure (Service Desk) to track new cases and quickly perform work on them. Managers increase the efficiency of the company's divisions and business processes with ITIL-based digital tools .

Directum ESM consists of a set of functional blocks:

• service directory and web portal for quick submission of any requests;
• management of incidents and requests in order to monitor and promptly process employee requests;
• Knowledge management so that you can easily find up-to-date corporate information
• Service Level Management for Work Schedule Monitoring according to SLA
• Configuration and asset management, enabling managers to keep records, report, and analyze the status of funds
• Change management, where it is possible to plan, create, monitor, and evaluate innovations in IT systems, hardware, and business processes.

As a result, service teams respond and process requests faster, IT spends less resources on system support, ordinary employees become more loyal to the company due to high-quality satisfaction of needs, and management reduces the cost of maintaining corporate infrastructure.

Directum ESM is code-free and adaptable to your organization's needs. The platform is built into the Directum ecosystem and easily interacts with other solutions, business processes, and documents.

First of all, Directum ESM is a methodology, experience and tools for implementing and managing services. Directum experts work with customers to identify growth points and rebuild existing processes. We will help those customers who have just started working with Service Management systems to form a strategic approach to providing services and scale corporate services to the entire company, "said Konstantin Kochergin, Head of Directum ESM Promotion Projects.