Directum ESM

The main articles are:

• IT Service Management, ITSM
• Knowledge Management

2025: Update with setting up links 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.