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Every ITSM team is powered by a service desk, and ITSM team members are experts at setting them up, managing the intake of requests, and delivering services to fulfill those requests. But in any given organization, IT teams are not the only group managing requests. Accounting, facilities, human resources, legal, and marketing teams receive requests from internal and external customers, too. Yet, many business teams are still taking in requests via email or Slack and struggling to fulfill them because they don’t have the tools, processes, or information they need.

That’s where Enterprise Service Management (ESM) can help. ESM simply means extending the value of IT across the enterprise and bringing ITSM know-how and tools to every department in an organization. In companies that take an ESM approach, the ITSM team can step in to help business teams streamline request intake and service delivery by sharing their valuable expertise and implementing service desk technology like Jira Service Management (JSM) within every department that needs it.


What Business Teams Should Know about JSM

The following are a few key points the ITSM teams can cover as they introduce JSM to business teams within their organization...


JSM supports customized portals for project intake

Each business team can have their own, customized portal for taking in requests. Intake forms can be built around common request types that address the specific type of work their team does.


JSM streamlines collection of information

Intake forms can be designed to include all the right questions, so business teams will have all the information they need up front and in one place to fulfill the request.


JSM supports flexible workflows

Business teams don’t have to conform to IT or other processes—they can create their own, unique processes and manage requests in whatever way works for their team.


JSM makes work transparent

The requester can either log into JSM or receive automated updates, so they’ll always know what’s happening with their request, but the business team can still limit access to behind-the-scenes work.


JSM includes reporting functionality

JSM has built-in reporting functionality, so business teams will be able to track how much work is being done, what their work is related to, and how long it takes to complete it, and then share that information with management.

Looking to learn more about Enterprise Service Management? Read our whitepaper, The Definitive Guide to Transitioning from ITSM to ESM.

definitive guide to transitioning from itsm to esm

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