Directum ESM

The main articles are:

• IT Service Management, ITSM
• Knowledge Management

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.