Simply put, the term Enterprise Service Management (ESM) means extending the value of IT across the enterprise and bringing ITSM know-how and tools to every department in an organization. The shift toward ESM was well underway before COVID-19, due to demand for better customer experiences, the desire for companies to work more efficiently, and the need to be able to respond quickly to business changes, but the pandemic certainly accelerated it.
As this shift to remote workforces continues to gain momentum, more organizations are recognizing ITSM teams as a center of excellence in two key areas that support new, better ways of working—service management and knowledge management—and are calling upon them to leverage both their expertise and tooling to help business teams work more efficiently, effectively, and transparently.
In this whitepaper, we first explore how ITSM teams can serve as a center of excellence around service and knowledge management for business teams across their organizations. We explain how these business teams can use Atlassian tools like Jira Service Management (JSM) and Confluence, which may already be in use within their organization, to better manage how requests are submitted and work is done and streamline how information is maintained and shared. We’ll also explore how Atlassian tools can provide a distinct advantage to business teams. Then, we’ll take a look at specific business team use cases, and provide guidance around how ITSM teams can get ESM initiatives off the ground.
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