SAP ESM

SAP SuccessFactors Enterprise Service Management

Transformez les tâches Ressources Humaines en une solution axée sur les services.

SAP SuccessFactors Enterprise Service Management (ESM) est un outil puissant qui permet de rendre les processus de services RH plus efficaces, plus transparents et plus orientés vers le client. Grâce à un point d'entrée centralisé pour les demandes des employés, il offre des solutions pour un traitement structuré et assisté par l'IA des dossiers. Les arguments clés de vente de Centric sont son approche de mise en œuvre basée sur des modèles et l'intégration complète des documents.

Contactez-nous

Know-how

We are SAP partners and experts

In many HR departments, inquiries come in through various channels – by email, telephone or in person – but without unified tracking or clear responsibilities.

The consequences: long processing times, low transparency about request status and high effort, even for recurring standard enquiries. The answer to these requirements? Make HR work better with SAP ESM. It enables the full digitalization of multi-stage, cross-functional processes in which several services or service steps must be mapped in an integrated manner—for example, when processing and approving a parental leave request.

Early Centric customers are already using SAP Enterprise Service Management (SAP ESM) as a solution. The platform bundles all enquiries centrally and accelerates processing based on a fully integrated SAP SuccessFactors data base – through automation, self-services and AI-supported assistance. Result: clearly traceable processes, reduced effort and sustainably improved service quality in HR.

Certified Expertise

Your partner for SAP SuccessFactors ESM

As an SAP expert for SuccessFactors and certified Sell- and Build-Partner of SAP, Centric is highly familiar with ESM processes, data structures and integration possibilities. We support the first corporate clients in Germany using SAP SuccessFactors Enterprise Service Management – a knowledge and experience lead from which our other clients benefit on the subject of ESM.

We integrate our HR-document solutions seamlessly into ESM structures and thus unlock the full potential for end-to-end processes in HR service management. We accompany companies in Germany from introduction to productive use – practice-oriented and efficient thanks to our template-oriented approach.

SAP SuccessFactors ESM: The benefits for HR organisations

Central entry point for employee requests via web, mobile, chatbot or email
Intelligent case management with automatic routing, prioritization and SLA-tracking
AI-assisted support via Joule Copilot (e.g., automatic case summaries, document research)
Seamless integration into SAP SuccessFactors (e.g., Employee Central) for up-to-date and consistent master data basis
Self-service portals for standard requests like parental leave, working-time changes or references

Centric services in the area of SAP Enterprise Service Management

Consulting & introduction: analysis of HR service processes and implementation of ESM in existing SAP landscapes
Workflow integration: setup of standardized HR use cases (e.g., parental leave, contract changes, reference-letter processes)
Optimization via AI and self-services: use of Joule Copilot, automated processes and self-service-portals
Seamless document processes: integration of the Centric Cloud Solutions (Document Builder, Employee File, Reference Letter, Payslip Box Plus) for end-to-end processes
Training & support: accompany HR teams during introduction and application of ESM

Use Case: Parental Leave

Request submitted in ESM, automatic approval, generation of confirmation document in the Document Builder, storage in the Employee File

Use Case: Working Time Change

Ticket creation in ESM, automated document generation, digital signature, and audit-proof archiving

Use Case: Certificate

Ticket creation, document generation in the Document Builder, approval workflow, and dispatch

FAQ

Gestion des services d'entreprise (ESM) SAP SuccessFactors

What is SAP Enterprise Service Management (ESM)?

SAP ESM extends the principles of IT Service Management (ITSM) to business areas outside of IT – such as HR, finance or facility management. The aim is to standardize service processes, automate workflows and centrally control inquiries to avoid silos and increase service quality.

It enables the full digitalization of multi-stage, cross-functional processes in which several services or service steps must be mapped in an integrated manner—for example, when processing and approving a parental leave request. For HR, SAP SuccessFactors Enterprise Service Management is the relevant platform.

What role does ESM play in HR?

In HR, SAP SuccessFactors Enterprise Service Management becomes the central entry point for employee requests and the platform for unified case handling. Requests, approvals and document processes run through one integrated system based on SAP SuccessFactors data. This ensures efficient processing, clear transparency and an improved employee experience.

What advantages does SAP ESM offer HR departments?

Central recording of all requests (web, mobile, chatbot, email)
Shorter processing times through automation and self-services
Better transparency via SLA-tracking and case management
Reduced manual tasks for HR teams
Improved employee satisfaction through faster and more consistent services

What are typical use cases in HR?

Multi-stage, cross-functional processes in which several services or service steps must be mapped in an integrated manner—for example, when processing and approving a parental leave request.
Onboarding and offboarding: automated processes for new and departing employees
Contract and data changes: digital workflows for contract changes, address changes or working-time models
Absences and benefits: self-service portals for vacation requests, sick notifications or benefits
Reference-letter processes: standardized creation and approval of interim and full references

How does SAP ESM integrate with SuccessFactors?

SAP ESM is seamlessly connected with SAP SuccessFactors Employee Central and further modules. This ensures that up-to-date master data is available in real time, and service processes can be directly linked with document creation, approvals and archiving.

What technical functions does ESM offer?

Self-service portals for requests and applications
Intelligent case management with automatic routing and prioritization
AI-supported assistance (e.g., Joule Copilot for summaries and responses)
Reporting and analytics functions for process optimization
Integrations with document-management and third-party systems

Why is Centric the right partner for SAP ESM?

Centric is a certified SAP Sell-, Service- and Build-Partner and has profound experience from ESM pilot projects in Germany. We combine our expertise in SAP SuccessFactors with special, fully integrated HR-document solutions (Document Builder, Employee File, Reference Letter, Payslip Box Plus) that integrate seamlessly into ESM workflows. Thus we offer end-to-end solutions for a consistently digital HR service management.