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The Benefits of Enterprise Service Management (ESM)

Introduction 

Every company, whether large or small, is a complex, delicate system in constant motion. 

We can imagine it as a city: each department is a neighborhood with its own needs, processes, and daily operations. A sort of microcosm that must function while also interacting efficiently with other neighborhoods-departments in an orderly yet flexible and responsive manner to both predictable and unpredictable events. 

Without centralized management, the risk is having a chaotic city-company where communication between different districts is fragmented, and services do not function efficiently. This results in enormous disadvantages for everyone—from employees to customers. 

This is where Enterprise Service Management (ESM) comes into play: a solution that helps standardize and optimize business processes, improve collaboration, increase productivity, and enhance security levels. 

ESM evolved from IT Service Management (ITSM), but its goal is to extend its principles across the entire organization, not just IT. 

So, what are its main components? 

 What are the benefits of Enterprise Service Management? 

 And are there any downsides, or rather, challenges to overcome? 

In this article, we will explore all these aspects and see why investing in an appropriate Enterprise Service Management solution can transform your business. 

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What is Enterprise Service Management (ESM)? 

Let’s get straight to the point. Before focusing on the benefits of Enterprise Service Management, let’s clearly define our scope. 

As mentioned in the introduction, Enterprise Service Management is an approach that extends IT Service Management (ITSM) principles and practices to all business departments, including HR, Finance, Facility Management, and Customer Support, to name a few. 

The goal is to create a unified system to manage requests, optimize processes, and improve the overall experience for both employees and customers—all with a continuous improvement mindset. 

The Main Components of ESM 

Enterprise Service Management is a complex, branched system that adapts to the structure and needs of each company. 

 However, despite the many variables, some core pillars define its key components: 

  • Process Automation: Essential for reducing manual workload and speeding up request management through automated workflows. This area includes everything related to Artificial Intelligence and Machine Learning—an enormous and highly promising field. 
  • Self-Service Portals: These allow users to find answers quickly, 24/7, and manage requests independently, improving service speed. Naturally, this also benefits internal Customer Support teams by reducing their workload. 
  • Centralized Request Management: Another key aspect that enables comprehensive supervision and effective coordination among departments, both during routine operations and in fast-paced or emergency situations. 
  • Reporting and Analytics: Data is every company’s most valuable asset and the fuel of digital transformation. One of the most decisive benefits of Enterprise Service Management is having a vast amount of data at your disposal, highly organized and readable, to monitor performance, identify optimization areas, and drive continuous improvement. 

Integration with Other Business Tools: A good Enterprise Service Management system should connect with existing company systems, such as CRM (Customer Relationship Management), ERP (Enterprise Resource Planning), and others, ensuring seamless and customized operations management. 

The Main Benefits of Enterprise Service Management 

From what we have written so far, it is already evident that the benefits of Enterprise Service Management are numerous, crucial, and interconnected. 

 Here, we summarize them into five fundamental categories: 

1. Improved Operational Efficiency 

One of the primary benefits of Enterprise Service Management is process automation. 

In practical terms: centralized and automated management of requests, workflows, and approvals reduces time wasted on repetitive manual tasks, freeing up teams to focus on more strategic activities where human expertise makes a difference. 

HR, Finance, Facility Management, and Customer Support departments benefit from streamlined processes, shorter wait times, and an improved experience for employees and customers. 

Additionally, the likelihood of errors, omissions, and distractions is significantly reduced. 

2. Enhanced Employee and Customer Experience 

Closely linked to the previous point, a well-structured Enterprise Service Management system ensures that support requests are handled more quickly and efficiently. 

Users have access to an intuitive self-service portal, available 24/7, allowing them to find answers independently and contact support teams only when necessary. 

This creates a perfect win-win dynamic, benefiting both B2C and B2B businesses. 

3. Greater Transparency and Traceability 

Two key words in modern business: transparency and traceability. 

 Among the benefits of Enterprise Service Management is a clear, comprehensive, and intuitive view of all requests and business processes. 

Thanks to interactive dashboards and detailed reports, managers can monitor operations in real-time, identify bottlenecks, and promptly intervene to enhance efficiency—both in the short and long term. 

4. Cost Reduction 

The process optimization and automation discussed earlier naturally lead to significant cost savings. 

By reducing manual work (and in this case, time is truly money) and minimizing errors, companies can allocate more resources to strategic activities. 

5. Greater Compliance and Security 

With automated workflows and standardized processes, Enterprise Service Management helps companies maintain compliance with industry regulations and standards. 

All requests and operations are tracked, reducing the risk of errors and ensuring data protection. 

We all know how crucial it is to focus on these aspects and how difficult it can be to do so without automated, continuously updated systems. 

The Challenges of Implementing Enterprise Service Management 

So far, we have explored the benefits of Enterprise Service Management—numerous and fundamental in both the short and long term. 

 Now, let’s take a look at the other side of the coin and examine the challenges and complexities of adopting this type of evolution. We categorize them into three main points: 

1. Implementation Costs and Complexity 

Implementing an Enterprise Service Management system requires a significant initial investment in both money and time. Integrating with existing systems and training staff can present challenges. 

How to proceed? 

 By carefully planning the ESM rollout with a gradual, phased strategy—starting with the most critical processes and gradually involving the entire company at all levels. 

2. Resistance to Change 

Many employees and collaborators may be reluctant to adopt new tools and processes, especially if they have used previous methods for a long time. 

This natural resistance can be overcome with gradual implementation, effective communication of benefits, and targeted, ongoing training. 

3. The Need for Continuous Maintenance 

A good ESM system requires regular updates and ongoing management to remain effective and secure over time. 

Without proper maintenance, it can become a hindrance rather than an advantage. This awareness must be clear—only continuous maintenance ensures ongoing process improvement, benefiting the entire company system. 

Conclusion: Why Invest in an ESM Solution? 

We have examined the key challenges, but it is clear that the benefits of Enterprise Service Management far outweigh the disadvantages. 

An effective ESM implementation allows companies to enhance efficiency, reduce costs, increase transparency, and improve both employee and customer experiences—crucial factors in today’s competitive business landscape. 

FAQ 

What is the difference between ESM and ITSM? 

 ITSM (IT Service Management) focuses exclusively on IT services, while ESM extends these principles to all business departments, improving overall organizational efficiency. 

Which companies can benefit from an ESM system? 

 All types of businesses, regardless of industry or size, can benefit from ESM, especially those with complex internal processes requiring effective coordination. 

What are the essential features of a good ESM software? 

 A good ESM software should include process automation, an intuitive self-service portal, integration with other business systems, and advanced reporting features. 

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About EasyVista  
EasyVista is a leading IT software provider delivering comprehensive IT solutions, including service management, remote support, IT monitoring, and self-healing technologies. We empower companies to embrace a customer-focused, proactive, and predictive approach to IT service, support, and operations. EasyVista is dedicated to understanding and exceeding customer expectations, ensuring seamless and superior IT experiences. Today, EasyVista supports over 3,000 companies worldwide in accelerating digital transformation, enhancing employee productivity, reducing operating costs, and boosting satisfaction for both employees and customers across various industries, including financial services, healthcare, education, and manufacturing.

About Version 2 Digital

Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

ESET Research investigates RansomHub, dives into EDR killers, uncovers ties among rival gangs

  • ESET Research releases its analysis of the current ransomware ecosystem with focus on ransomware-as-a-service gang RansomHub.
  • ESET discovered links between the RansomHub, Play, Medusa, and BianLian ransomware gangs by following the trail of tooling that RansomHub offers its affiliates.
  • ESET analysis documents findings about EDRKillShifter and offers insights into the emerging threat of EDR killers.

PRAGUE, BRATISLAVA — March 26, 2025 — ESET researchers have released a deep-dive analysis about significant changes in the ransomware ecosystem, with focus on the newly emerged and currently dominating ransomware-as-a-service gang RansomHub. The report shares previously unpublished insights into RansomHub’s affiliate structure and uncovers clear connections between this newly emerged giant and well-established gangs Play, Medusa, and BianLian. Furthermore, ESET highlights the emerging threat of Endpoint Detection and Response (EDR) killers, unmasking EDRKillShifter, a custom EDR killer developed and maintained by RansomHub. ESET has observed an increase in ransomware affiliates using EDR killer code derived from publicly available proofs of concept, while the set of drivers being abused is largely unchanged.

“The fight against ransomware reached two milestones in 2024: LockBit and BlackCat, formerly the top two gangs, dropped out of the picture. And for the first time since 2022, recorded ransomware payments dropped significantly by a stunning 35%. On the other hand, the recorded number of victims announced (to be outed publicly) on dedicated leak sites increased by roughly 15%. A big part of this increase is due to RansomHub, a new ransomware-as-a-service (RaaS) gang that emerged around the time of law-enforcement Operation Cronos, which disrupted LockBit activities,” says ESET researcher Jakub Souček, who investigated RansomHub.

Just as any emerging RaaS gang, RansomHub needed to attract affiliates — who rent ransomware services from operators — and since there is strength in numbers, the operators weren’t very picky. The initial advertisement was posted on the Russian-speaking RAMP forum in early February 2024, eight days before the first victims were posted. RansomHub prohibits attacking nations from the post-Soviet Commonwealth of Independent States, Cuba, North Korea, or China. Interestingly, it lures affiliates in with the promise that they will receive the whole ransom payment to their wallet, and the operators trust the affiliates to share 10% with them, something quite unique.

In May, RansomHub operators made a significant update: They introduced their own EDR killer — a special type of malware designed to terminate, blind, or crash the security product installed on a victim’s system — typically by abusing a vulnerable driver.

RansomHub’s EDR killer, named EDRKillShifter, is a custom tool developed and maintained by the gang. EDRKillShifter is offered to RansomHub affiliates. Functionality-wise, it is a typical EDR killer targeting a large variety of security solutions that the RansomHub operators expect to find protecting the networks they aim to breach.

“The decision to implement a killer and offer it to affiliates as part of the RaaS program is rare. Affiliates are typically on their own to find ways to evade security products — some reuse existing tools, while more technically oriented ones modify existing proofs of concept or utilize EDR killers available as a service on the dark web. ESET researchers saw a steep increase in the use of EDRKillShifter, and not exclusively in RansomHub cases,” explains Souček.

Advanced EDR killers consist of two parts — a user mode component responsible for orchestration (the killer code) and a legitimate, but vulnerable, driver. The execution is typically very straightforward — the killer code installs the vulnerable driver, typically embedded in its data or resources, iterates over a list of process names of security software, and issues a command to the vulnerable driver, resulting in triggering the vulnerability and killing the process from kernel mode. “Defending against EDR killers is challenging. Threat actors need admin privileges to deploy an EDR killer, so ideally, their presence should be detected and mitigated before they reach that point,” adds Souček.

ESET discovered that RansomHub’s affiliates are working for three rival gangs — Play, Medusa, and BianLian. Discovering a link between RansomHub and Medusa is not that surprising, as it is common knowledge that ransomware affiliates often work for multiple operators simultaneously. On the other hand, one way to explain Play and BianLian having access to EDRKillShifter is that they hired the same RansomHub affiliate, which is unlikely given the closed nature of both gangs. Another, more plausible explanation is that trusted members of Play and BianLian are collaborating with rivals, even newly emerged ones like RansomHub, and then repurposing the tooling they receive from those rivals in their own attacks. Play has been linked to the North Korea-aligned group Andariel.

For a more detailed analysis of RansomHub and EDRKillShifter, check out the latest ESET Research blogpost “Shifting the sands of RansomHub’s EDRKillShifter” on WeLiveSecurity.com. Make sure to follow ESET Research on Twitter (today known as X), BlueSky, and Mastodon for the latest news from ESET Research.

Schematic overview of the links between Medusa, RansomHub, BianLian, and Play

About ESET
For 30 years, ESET® has been developing industry-leading IT security software and services for businesses and consumers worldwide. With solutions ranging from endpoint security to encryption and two-factor authentication, ESET’s high-performing, easy-to-use products give individuals and businesses the peace of mind to enjoy the full potential of their technology. ESET unobtrusively protects and monitors 24/7, updating defenses in real time to keep users safe and businesses running without interruption. Evolving threats require an evolving IT security company. Backed by R&D facilities worldwide, ESET became the first IT security company to earn 100 Virus Bulletin VB100 awards, identifying every single “in-the-wild” malware without interruption since 2003.

About Version 2 Digital

Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

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