Enterprise Service Management for HR and Legal

Enterprise Service Management for HR and Legal


Curious about enterprise service management? Service desks aren’t just for IT teams anymore. As the world of work becomes more digital, teams like HR, legal and even facilities are using Jira Service Desk to manage and track tasks like employee onboarding, contract signing, and room booking. Companies like Twitter are embracing what is called enterprise service management (ESM). In this article, you will learn about ESM and how you can use Jira Service Desk to make your organization more efficient and effective.

What is Enterprise Service Management?

Enterprise service management is defined by Forrester as “extending IT service management capabilities beyond technology services to address business-centric use cases”. Therefore, ESM is bringing ITSM principles to the wider enterprise; after all, all aspects of business can benefit from focusing on value and continual improvement. Using digital transformation tools like Jira Service Desk improves service delivery in an organization overall, no matter how diverse the service is. Shared tools, knowledge and processes can also foster employee satisfaction as resolution times and ticket volumes decrease. By using digital service desks, business teams can spend less time on toil and more time focusing on important and complex tasks.

How Jira Service Desk Can Help

After consulting with customers to learn about their use cases, Atlassian has created templates for Jira Service Desk that fit the needs of business teams like HR, facilities, and legal. With no coding necessary, any team member can create the workflow they need independently of IT. Using Jira Service Desk helps teams to automate tedious tasks and track requests that previously piled up through phone or email.


If you want to learn more about ESM and Jira Service Desk for your business teams, read the Forrester Enterprise Service Management Wave report and this great article by Atlassian on Jira Service Desk business templates. You can also register for our upcoming Jira Service Desk webinar.

Leave a Reply