ESMi provides a practical, BCS-accredited Enterprise Service Management programme that equips your people to run and improve services across the whole enterprise. Built by the people who helped write the ESM frameworks and refined with King's College London, ESMi builds the foundation that lasting performance and AI adoption demands.
Accredited courses are good at explaining what good service management looks like. They aren't built to change how the work is actually done - which is why so many teams finish the training and carry on exactly as before. ESMi is built for the gap between the framework and the work: we take service management principles proven over decades and train your people to apply them across the entire enterprise, not just IT.
Get that foundation right, and you're ready for whatever comes next - including AI.
Learn More About ESMiConsistently meeting customer expectations to drive satisfaction and loyalty across the enterprise.
Reducing rework, delays and friction - lowering cost to serve across functions and teams.
Breaking down silos so teams work better together, aligned around shared objectives.
Adopting leading practices that enable reliable, sustainable outcomes for all stakeholders.
Every person who works with ESMi will leave with the confidence, knowledge and skills to improve their organisation - and a clearer path forward than when they arrived.
We promise a consistent, structured experience that creates positive and lasting change. Delivered by recognised experts who get results, and are easy to work with.
See the ProgrammeA complete ecosystem - from accredited training to expert consultancy - designed to build lasting capability across your organisation.
A highly engaging, two-day BCS-accredited course that empowers managers to deliver consistent, defensible customer service standards across complex organisations. Counts towards your CPD.
Building on the Practitioner programme, these 2–4 hour hands-on sessions provide expertise in specific areas of ESM relevant to your service improvement objectives.
Experienced professionals with decades of hands-on expertise. Tools selection, process maturity assessments, service catalogue creation and more.
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. Share expertise, case studies and best practice, and keep learning long after the course ends. Post-course access included with the Practitioner Programme.
Visit the Exchange →Our comprehensive textbook - the definitive guide to Enterprise Service Management - gifted to every delegate on the Practitioner Programme.
A five-minute diagnostic that scores your organisation across five dimensions and shows where your operational foundations stand - with a personalised report.
Take the assessment →AI, a major incident, a reorganisation, a buyer's scrutiny - the organisations that handle these well are the ones whose operational foundations are sound. Layering AI on top of broken services just gives you a faster, more expensive mess. Our content is aligned with the AI readiness frameworks used by leading advisory firms. Fix the foundation first, and you're ready for everything that follows.
Why ESMi First"The winners are doing the boring stuff well: data, processes, governance. No one wants to talk about it - but layering AI on top of a mess just gives you a faster, more expensive mess."John Sansbury, Founder - ESMi
I really liked the trainer's storytelling approach - it brought the content to life. This combined with practical ways to take the theory forward meant I have lots of takeaways. It tied together a lot of separate initiatives into one joined-up framework, which was fantastic.
This is exactly the thinking that needs to be deployed across PS. The benefits of doing so are significant and readily evident.
The light bulb moments people were having about how ESM could be really useful in their different areas. It was genuinely powerful to witness.
Talk to an ESMi expert today. We'll help you understand where to start and how to create lasting change across your organisation.
