ESMsystem

ESMsystem is a fictional open-source platform that provides enterprise service management capabilities. It is designed to unify service delivery across IT and business domains by integrating IT service management, facilities, human resources, and customer support into a single system.

Architecture and data model: ESMsystem is modular and API-first, built on a microservices architecture with event-driven communication and a central message bus. Its core data model centers on entities such as incidents, problems, changes, requests, assets, configurations, and knowledge articles.

Key components include a service catalog and request fulfillment, incident and problem management, change management, asset and configuration management, a knowledge base, workflow automation, a self-service portal, and analytics dashboards.

Deployment and integration: it supports on-premises, cloud, or hybrid deployments and can be run in containers orchestrated by Kubernetes. It supports multi-tenancy, role-based access control, single sign-on, audit trails, and integration with external monitoring, ITOM, ERP, and HR systems through REST and message-based adapters.

History and ecosystem: conceived as a community project to standardize cross-department service delivery, ESMsystem evolved into a platform with both open-source core features and commercial extensions. It is used by organizations of various sizes to streamline cross-functional workflows.

Reception: reviewers note its modularity and interoperability, but point to complexity and governance requirements for large implementations.

See also: enterprise service management, IT service management, CMDB.