Employee Service Management (ESM)
Overview
Serving employees the way CSM serves customers: a single portal (Employee Center) fronting HR, IT, workplace, legal, and procurement services, with the case-management engines behind each department. The strategy is one employee experience across many back-office functions.
Modules in this family
- Employee Center — the unified multi-department employee portal (foundation)
- HR Service Delivery (HRSD) — HR cases, knowledge, and employee lifecycle (HRSD)
- Legal Service Delivery (LSD) — legal request intake and matter management (LSD)
- Advanced Work Assignment (AWA) — route employee cases to the right specialist (shared)
(Workplace Service Delivery and Procurement Operations extend the same pattern; ingest as needed.)
Modules in this family
Employee Center
A single, modern portal where employees go for everything the company provides them — raise an HR question, request IT equipment, book a desk, ask legal — without needing to know which department owns what. It's the front door that makes ESM feel unified to staff.
HR Service Delivery (HRSD)
The HR team's version of a service desk: employees ask questions and make requests (pay, benefits, leave, onboarding), HR handles them as cases with confidentiality controls, and standard processes like onboarding get automated end to end. Sits behind Employee Center.
Legal Service Delivery (LSD)
A structured front door and workflow for a corporate legal department: employees submit legal requests (contract review, advice, NDAs) through a portal, and the legal team triages, assigns, and manages them as matters — instead of ad-hoc emails and shared inboxes.
Official docs: Employee Service Management ↗