If you're a senior leader at a company with a few thousand employees, you already know the problem: Your employees—the people you're trying to retain and keep productive—are navigating a maze of disconnected systems just to get basic things done.
HR is fielding the same questions over and over. Legal is buried in intake requests. Finance is chasing approvals through email chains. Facilities doesn't know what's coming until it's urgent.
Every one of your functions has the same underlying issue: Their tools were built for a simpler version of your business, and your business has outgrown them.
At this point, you have two options:
- You can try to stretch what you have a little further.
- You can look at big enterprise software and take on the cost, time, and disruption that comes with them.
For most teams, neither is a great answer. That’s the gap that ServiceNow Enterprise Service Management (ESM) Foundation is meant to address.
ESM Foundation brings together IT, HR, finance, procurement, legal, and workplace services onto a single platform trusted by companies of every size and in every industry, built for the speed and simplicity that a fast-moving business needs. The No. 1 IT service management platform is the foundation for ESM, now tailored to how midsize businesses operate.
You can go live quickly with:
- Prebuilt configurations
- AI-assisted setup
- One console to manage it
You can start seeing a return on your investment sooner—but that’s not the most important part.
The bigger shift is what happens for employees.
Today, most workers are navigating a mix of systems, emails, and tribal knowledge just to get something done. What if you could simplify that?
ESM provides one place for every employee need, across every function, with AI that answers, routes, and helps resolve queries 24/7 in whatever channel employees are already working.
Customers have been seeing great results using ServiceNow to bring together internal services, which has been an inspiration for launching this solution.
"Our knowledge base became a stronger resource for employees when they could get direct answers from it, dynamically generated by the ServiceNow AI Platform," says Beth Stagner, assistant IT director for the City of Raleigh, North Carolina. “The ServiceNow AI Platform allows us to keep a person engaged where needed and then do more by taking some of the work off their plate.”
ESM isn't about fixing one department's service queue. It's about building the operational foundation that lets AI work across your entire business, with connected data, unified workflows, and governance baked in from the start. When your organization is ready to go further, you can expand on the same platform—no rip and replace or starting over.
“We wanted to maximize the value of our existing technology investments, streamline operations, and deliver a seamless people experience,” says Emma Martin, people experience director at Lion. “ServiceNow has played a significant role in our business transformation journey.”
The results speak for themselves.
“With more cases resolved by self-service via the ServiceNow AI Platform, we have realized a 350% uplift in portal usage and a 40% increase in task success rates in the last seven months alone,” says Christopher Lois, head of people experience operations at Lion.
“The improved efficiency has resulted in a 75% reduction in customer response time and a 77% reduction in resolution time. This has significantly reduced our cost per serve to global benchmarks, which is a phenomenal result.”
If you're running a function at a company in this part of the market, you've been asked to do more with less for long enough. ESM Foundation is built for exactly where you are—and where you're going.
Find out how ServiceNow can help your business grow without limits.
