ENTERPRISE SERVICE MANAGEMENT

Operational Excellence Isn’t Just for Ops

Why should IT have all the fun? The same playbook that powers high-performing tech teams can run the rest of your business. With Praecipio, HR, Finance, Legal, and Ops get the workflows, automation, and visibility they’ve been missing.

Self-service portals, approval workflows, and knowledge bases.

Intake to resolution visibility across business functions.

Shared service frameworks for HR, Legal, Ops, and more.

ITIL-aligned processes for incident, change, and asset management.

WE CARE ABOUT OUTCOMES

From Jira Service Management to Hybrid Environments

Many teams are moving to Jira Service Management, or using it alongside tools like ServiceNow. Wherever you are in that journey, we help you make the most of your current environment while building toward a more flexible, integrated ESM stack. From architecture to integration, we ensure your tools work together to support the way your teams operate now and where you're headed next.

Products We Support →

Real-Time Financial Visibility

JSM is a powerful, flexible ITSM platform built for cross-team visibility and speed.

ServiceNow Compatibility

Still running ServiceNow? We integrate it seamlessly while helping you modernize and simplify over time.

Cross-Platform Workflow Design

We create asset, request, and change management workflows that work across tools and departments.

System Integration

We connect your ESM tools with HRIS, CRM, CMDB, observability platforms, and more to build a truly unified experience.

68 %

Approximately two-thirds of organizations have already implemented enterprise service management ^source

10.5 B

The market for ITSM tools continues to grow, and is expected to more than double in the next five years ^source

90 %

Data silos continue to present challenges for many organizations trying to improve collaboration across their teams^source

45 %

Nearly half of organizations are utilizing ITSM principles beyond the IT department, illustrating a growing need for collaborative, accessible services across the business ^source

Enterprise Service Management (ESM)

Delivers Business Value Across the Enterprise

ESM extends ITSM practices to the entire organization, breaking down silos and enabling departments like HR, Legal, Marketing, Operations, and more to collaborate seamlessly.

LET'S DO SOMETHING USEFUL

Whatever You’re Managing, We’ve Got You Covered

Modern service management isn’t just for IT anymore. Whether you're onboarding new hires, managing legal requests, or resolving incidents at scale, Praecipio designs connected experiences that make work flow across HR, Finance, Ops, and beyond.

From intake to automation, we tailor platforms like JSM and ServiceNow to match your teams, your tech, and your goals, no matter where the request comes from.

Explore Managed Services →

Enterprise Service Management (Delivers Business Value)	IT Service Management (Responds to Business Needs)
Knowledge Management	Knowledge Management
Request Management	Request & Change Management
Customer Intake	Incident & Problem Management
Onboarding	Asset Management
Self-Help Portal	Configuration Management Database
Teams Supported: HR Legal Marketing Operations Talent Acquisition	Teams Supported: IT Development IT Support Engineering QA/Test

Praecipio has the ITSM tool and ITIL process expertise you need to make connections and optimize collaboration with your users, both internal and external.

OUR APPROACH

We Don’t Implement Then Run Off

Every engagement kicks off with an assessment—but we’re not here to slap on a tool and call it transformation. Under VISTA’s Technology pillar, we modernize with purpose: building smart, scalable systems that fit how your business works.

Even the “easy” stuff gets our full attention: thoughtful design, hands-on engineering, and refinement baked in. No shortcuts. No quick fixes. Just future-proof solutions that stick.

Assess At Praecipio we don’t believe in jumping into work without fully understanding the current state of your business tooling and processes, as well as your desired end state. During the Assess phase, industry-leading engineers and architects perform a full discovery to capture your challenges, needs, and next steps.
	Design During the Design phase, Praecipio uses discoveries from the Assess phase, along with your post-assessment feedback and adjustments, to create a complete design that meets your business needs. These solutions are based on current industry standards, practices, and security requirements.
Engineer With a design in place, we turn loose our collective engineers to build the solution your team imagined. We provide industry-leading proficiency, follow a team approach, deploy to best practices, and work in a collaborative environment to ensure all voices are represented and heard.
	Refine Praecipio is an agile company. We know that where you think you want to go in the Assess phase isn't always where you want to be after the initial release. Our Refine phase is a chance for all parties to take a look at what we have learned so far and optimize your configuration to meet your business needs.
Enable In the Enable phase, your project is technically complete, but our work is not. Complex projects require expert documentation and tailored training packages that enable team members to leverage functionality for their roles. We help ensure adoption by aligning solution usage, support materials, and hands-on training.
	Sustain We at Praecipio recognize you need to run your business. We can help by ensuring your tools stay up to date and modern. Our Modern Service Management solution offers expert application support and 24/7 support of your tools and environments that can scale to meet your growing and evolving needs.

ITSM

ITSM stands for IT Service Management. It is the way modern IT teams manage the delivery of services to their customers.

ITIL

ITIL (IT Infrastructure Library) is a framework of practices, procedures, tasks, and checklists for aligning operations and service delivery through ITSM.

ESM

Enterprise Service Management, ESM applies the principles of ITSM and ITIL across the organization, breaking down silos and enabling collaboration among departments.

Benefits of ESM

Handle every request the same way, no matter who fulfills it
Balance individual needs and competing priorities against company goals
Improve visibility and streamline reporting
Translate customer requests into actionable tasks
Enable collaborative customer interactions
Empower people to resolve their issues quickly through a self-service knowledge base that evolves over time
Achieve time and cost savings across the business

Service Management

Every business service needs to be managed: defined, created, rolled out, supported, and improved. This is true whether it is fulfilled by your IT people, or by HR, Finance, Legal, Marketing, Engineering, Facilities, or Operations.

Enterprise Service Platform

Enterprise service platforms like Jira Service Management and ServiceNow rely on the practices, processes, and workflows that optimize and accelerate delivery.

WEBINAR

New Agent Basics in JSM: Learn Jira Service Management

Watch Now ⟶

ARTICLE

5 Powerful Ways JSM Solved a $100M Supply Chain Problem

Learn More ⟶

INSIGHTS

ITSM Maturity Assessment: Learn How To Optimize Your Framework

Take Now ⟶

WE ARE ON A MISSION TO

Build You a Truly Connected Enterprise

At Praecipio, we don’t just deploy tools; we integrate them seamlessly, aligning your strategic vision with the teams executing it. We understand that tech’s true value lies in how it’s used—empowering, not complicating. We leverage our VISTA approach to dive into the heart of your business, aligning strategies, processes, and people. We’re the hands-on experts who get the right shit done, redefining how you work, not just the tools you use.

Operational Excellence Isn’t Just for Ops

Break Down Silos. Build Better Systems.

Self-service portals, approval workflows, and knowledge bases.

Intake to resolution visibility across business functions.

Shared service frameworks for HR, Legal, Ops, and more.

ITIL-aligned processes for incident, change, and asset management.

45% of organizations already apply ITSM beyond IT.

From Jira Service Management to Hybrid Environments

Real-Time Financial Visibility

ServiceNow Compatibility

Cross-Platform Workflow Design

System Integration

Your Support Team Just Got Smarter

Get the Guide to Enterprise Service Management

Optimize Every Customer Interaction

The Power of ESM/ITSM

Let's Get in Touch!

ITSM When You Need It. ESM Where It Matters.

Enterprise Service Management (ESM)

IT Service Management (ITSM)

Whatever You’re Managing, We’ve Got You Covered

We Don’t Implement Then Run Off

Assess

Design

Engineer

Refine

Enable

Sustain

What Are ESM, ITSM, and ITIL?

ITSM

ITIL

ESM

Benefits of ESM

Service Management

Enterprise Service Platform

Protect Your Investment with Managed Services

Related Resources

New Agent Basics in JSM: Learn Jira Service Management

5 Powerful Ways JSM Solved a $100M Supply Chain Problem

ITSM Maturity Assessment: Learn How To Optimize Your Framework

Build You a Truly Connected Enterprise

Let’s Talk Cost Optimization

Get In Touch