Atlassian announced that its service desk software, Jira Service Desk, now includes templates and workflows to support non-IT business units including HR, Legal, and Facilities. The update allows HR and other teams to leverage the ITSM tool to streamline service delivery, including tasks such as employee onboarding and off-boarding. It also enables employees to find answers to their non-IT questions or create requests through a self-service portal.
Jira Service Desk has implemented ESM capabilities through new templates and workflows that would help non-IT teams build and maintain their own templates and workflows independent from IT. Beside the improvement that was discussed above, Atlassian recently added some free tiers, as well as discounted plans for academics and NGOs.
Source: Jira Service Desk at SoftwareReviews, Accessed November 18, 2019
IT is not the only department to provide service desk facilities. As several other departments such as HR and Finance provide customer service, adapting service management would improve end-user satisfaction. Extending service desk to other departments reduces task redundancy, decreases costs, and improves efficiency. Enterprise service management (ESM) leads to improvement of performance visibility, more efficient workflows, less manual effort throughout the business, and improved collaboration between different business units. As ESM enables IT department to extend their value across the business, ITSM vendors are increasingly adding non-IT templates and workflows to allow organizations to leverage their ITSM tool across the business.
The recent updates in Jira Service Desk support the growing trend toward ESM and will be useful to IT departments looking to extend their functionality to other departments. However, organizations who need a tool to support enterprise service management beyond those three departments may want to consider a more robust ESM tool.