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How Jira Service Management Brings New Opportunity for Your Entire Enterprise

By Elizabeth Clor

What comes to mind when you think about agile workflows and service management platforms? For many, these tools are associated with software and IT teams, which need flexible platforms to document, assign, and track tasks. But the reality is that every part of the enterprise can benefit from digital tools that streamline workflows and organize business-critical operations, especially now that so many teams are digital-first and remote. 

The same best practices behind delivering IT as a service, called IT Service Management (ITSM), can also apply to HR, legal, finance, marketing, and more teams for more consistent and efficient performance. As a leading tool for ITSM, Atlassian’s Jira Service Management (JSM) facilitates interactions between internal teams and customers. An Atlassian Platinum Solutions partner like Contegix can help organizations customize their JSM application to enable better value delivery in any department.  

ITSM Brings New Opportunities Organization-Wide

Any team that could benefit from process automation or the ability to submit and manage tasks through a self-service portal could use an ITSM tool—not just IT. For example, HR teams could use the same type of self-service portal to manage employee requests such as paid time off. Or a facilities team could receive and route routine service requests to ensure they're being completed in a timely manner.

Utilizing ITSM tools across departments reduces administrative load by automating common rote tasks. On the HR side, teams can automate tasks such as onboarding, offboarding, and managing internal access to tools and projects. For finance teams, automating purchase orders, invoices, payroll, and records of customer contracts can help streamline operations and allow teams to better allocate resources. 

For cross-functional teams that often work with other departments, ITSM tools can provide a single source of truth and coordinate requests between departments, especially ones operating remotely. For example, a marketing or communications team might benefit from a tool to track and manage approvals when publishing content, or to collaborate with the legal team for compliance oversight on published content. 

Why Use Jira Service Management Across the Enterprise?

With an easy-to-use interface and quick learning curve, JSM is designed to help any team get up to speed as quickly as possible. Intuitive, customizable templates and no-code forms make it easy for teams without a background in IT or software to begin fielding requests. As a result, using JSM can make a world of difference for organizational performance, thanks to these key features

  • Open Approach: JSM is strategically built to easily integrate with a wide range of external tools, like Salesforce, Slack, and more. These tools make it easy for any team to tailor their JSM configuration to meet their specific needs. 
  • Seamless Collaboration: For many service tasks, multiple departments interact with each other. JSM allows organizations to create standardized, scalable delivery practices for collaborative tasks to create more efficient value delivery. 
  • Knowledge Sharing: Knowledge bases in JSM can be shared across teams, providing better organizational transparency and opening up more room for collaboration. And a single, shared source of truth makes it easier for individual users to work autonomously. 

Contegix Facilitates JSM Enterprise Solutions

Implementing JSM across the enterprise gives a new level of visibility across all teams, allowing organizations to identify and clear bottlenecks, eliminate redundancies, and streamline processes. In return, by using JSM business leaders gain the insight they need to drive greater value and achieve business objectives. That’s why Atlassian has been named a Leader in ITSM for the best-in-class strategic design and comprehensive capabilities of JSM. 

But it can be a big undertaking to add new teams or onboard the entire enterprise to JSM. That’s why partnering with an Atlassian Platinum Solutions Partner like Contegix can help organizations take full advantage of its benefits. Atlassian Platinum Solutions Partners like Contegix offer specialized support for ITSM implementation, whether a team is migrating to the platform from another, expanding its existing JSM use, or training new Jira users.  

For example, health sciences firm IHMA initially partnered with Contegix to transition their IT team to JSM. Before, employees struggled to find business-critical information and documents, but after Contegix onboarded the team and customized the platform, it became much easier for users to locate vital information. Seeing how successful it was for one team, IHMA is now aiming to migrate all its teams to JSM to be able to automate tasks across the enterprise. 

Using the right tools can boost your organizational efficiency, freeing up team members across departments from trivial routine tasks. That means each team can do their best work, better. 

From migration to customization to process improvement, Contegix is equipped to help any organization take advantage of ITSM principles at every step of the way. Learn more about how Contegix can help your team leverage the full power of Jira Service Management. 

ITSM Strategy