Guest Contributor: Damian Rosochacki
Jira Service Management (formerly Jira Service Desk) has long been a great tool for IT service teams, owing its success to easy queue management, built-in reporting, and helpful SLA metrics. In recent years, however, we have seen more and more teams from the "business" end of companies adopt Jira Service Management (JSM) to help with managing their workloads and customer communications. This shift is expected to continue as the modern workplace evolves. Let's examine the three main drivers behind this trend and see why it makes sense for teams like Accounting, HR, Marketing, and Sales to take a serious look at enhancing their service management using JSM.
Exposure and Adoption Makes it Easier to Transition to Using JSM
The nature of providing an IT service lends itself to interacting with customers from a wide spectrum of technical know-how and different departments. However, IT teams aren't the only ones that interact with teams in that fashion. HR and Accounting, for example, also face a similar challenge: Serving a variety of internal customers while staying on top of workload management.
These teams have interacted with JSM's user-friendly customer portal and can recognize that the ease of use benefits their internal customers, too. And for those who may already use Jira to track some of their business tasks, the move to JSM offers a great step towards managing a portion of their work in a more customer-centric approach. Thus, it makes sense that more of these teams have begun to use JSM to manage their service catalog and customer requests.
Digital Transformation Drives Non-Technical Teams to Seek Out Technical Solutions
Teams like Marketing and Sales have long graduated from spreadsheets to track their work, but not all have moved past using email to field requests. Jira Service Management portals can help those teams define their service offering, provide additional information to customers through the knowledge base, and stay on top of the expected turnaround times. To that effect, Jira Service Management can help those teams increase the adoption and utilization of technology in providing a better customer experience and managing their internal processes. Looking into the future, companies that don't embrace this model may begin losing their competitive edge, as their employees continue to be slowed down by the old ways of work management.
Remote Work Increases the Importance of Employee Experience Management (EXM)
The shift to remote work has increased the complexity of employee interactions and leveled the playing field when it comes to keeping employees happy. No longer can a fancy office with a pool table and a beer tap substitute for efficient processes and transparent internal communications. The idea of Employee Experience - the journey each employee undertakes during their tenure with a company - has been receiving greater attention and investment than ever before. In support of that trend, departments that want to mature their service management will find that JSM offers a great way of consolidating customer interactions and improving request intake with a portal. In addition, companies where various departments utilize the same tool for service management can benefit from that consolidation, both in terms of reduced administrative overhead and a reduced learning curve for employees when it comes to learning how to use these tools.
The drivers listed above are set to accelerate as technology and remote work continue shaping the modern workforce. Jira Service Management has long supported various teams in adapting to this environment and will continue evolving alongside its customer, offering a great set of features to aid every team in becoming a service team.