From our flagship BCS-accredited Practitioner course to expert consultancy and mentoring - a complete ecosystem for building your enterprise service management capability.
Our core accredited programme - the foundation of everything we do. Based on two intensive, highly engaging days that transform how you manage your services and operations.
A highly engaging, two-day BCS-accredited programme that empowers managers, leaders and practitioners to deliver consistent, defensible customer service standards across complex organisations. Grounded in our Founder's decades of expertise and built on the frameworks he helped write.
Delegates leave with a certified qualification, a shared language, a practical toolkit, and the confidence to act immediately.
Register Your InterestContent aligned with the AI readiness frameworks used by leading advisory firms.
Whether you're just starting out or looking to deepen capability, ESMi has the resources to support every stage of your journey.
Building on the Practitioner Programme, these 2–4 hour hands-on sessions provide deep expertise in specific areas of ESM. Tailored to your service improvement objectives.
The definitive reference guide to Enterprise Service Management. Guides practitioners through the adoption of leading service management principles across the entire enterprise.
Access to experienced professionals with decades of hands-on experience. Includes tools selection, process maturity assessments, service catalogue creation, service costing and root cause analysis.
We mentor newly appointed service owners, process owners, service delivery managers and quality improvement managers - helping them hit the ground running and deliver sustainable improvements.
Our online community and body of knowledge for service management practitioners - now open. Share expertise, case studies and best practice, and keep learning long after the course ends. Free for life as a Founder Member, and an ongoing way to build your CPD.
Join the Exchange free →Every person who works with ESMi will leave better equipped than when they arrived - with tangible tools they can apply immediately.
A common framework and vocabulary across your teams - the foundation for aligned, effective action.
Real tools and techniques you can apply immediately, not just theory. Grounded in proven ITIL® principles.
The knowledge and confidence to improve your organisation from day one - and a clearer path forward.
Recognised professional qualification from the Practitioner Programme - valuable, credible, career-enhancing.
Enterprise Service Management (ESM) applies service management principles across an organisation, including functions such as HR, finance, estates and IT. It helps teams define their services, understand stakeholder needs and improve how they work together.
ITIL provides guidance for managing IT-enabled services. ESM extends service management thinking across the wider organisation. The ESMi Practitioner Programme focuses on applying these principles to practical challenges across departments.
The programme is designed for leaders, managers and practitioners who run or improve services. It is relevant to people responsible for service delivery, processes, customer experience and collaboration across teams, in any sector.
Yes. ESM applies to services throughout an organisation. The programme helps delegates connect service management principles to their own work, including functions outside IT.
You will learn how to define services, identify stakeholders and the outcomes they need, map processes and value streams, and use a structured approach to service improvement. The programme combines frameworks, practical examples and group activities.
The programme is designed to give you a shared service management language, practical tools and greater confidence to improve services in your organisation. It also includes the Journey to Service Excellence textbook.
The Practitioner Programme runs over two days and is available in person or online. It includes an examination and certification, and provides 15 hours towards your continuing professional development.
The ESM Practitioner Programme is accredited by BCS, The Chartered Institute for IT.
Yes. Learning together gives colleagues an opportunity to discuss shared challenges, understand one another’s services and develop a common approach to improvement.
AI depends on clear processes, reliable information and defined responsibilities. ESM helps organisations strengthen those foundations by clarifying how services work, who owns them and which outcomes matter.
Across 80 course feedback responses, 78 respondents said they would recommend the course to a colleague—97.5%, rounded to 98%. The average overall course rating was 4.4 out of 5.
Email hello@esm.institute to discuss the programme, delivery options and your organisation’s needs.
Now open
Where service management practitioners share what works, learn from the people shaping the discipline, and build a CPD record as they go. Free for life as a Founder Member.
Talk to an ESMi expert today. We'll help you find the right programme for your organisation's needs and objectives.