Enterprise Services Management (ESM) is a popular approach to implementing services within the organization. Departments such as human resources (HR), operations and marketing are seeing the value of Information Technology Service Management (ITSM) processes, and companies are looking to repeat that same value across the business. ESM allows all departments in the organization the opportunity to standardize tools and processes across all of their services departments. This standardization of tools and processes can create transparency, can improve the customer experience and in the end can reduce overall cost.

There are quite few tools that can be used to support the implementation of ESM. Two components of an effective ESM implementation include a shared service desk and a knowledge base.

The shared service desk encourages the standardization of tools, and even paves the way for the alignment of processes. Departments should find tools that can be scaled up from just ITSM to support requirements across different service departments. There are quite a few applications available to companies for a shared service desk.

In order to promote adoption, organizations must consider the ease of usability for both customers and customer service providers. Atlassian has two applications, Jira Service Desk (JSD) and Confluence, that together provide companies their shared service desk and knowledge base components of their ESM solution.

JSD can be used as the foundation of an organization’s ESM implementation. Having JSD as the standardized service desk provides customers with a single customizable portal for all requests across the business. Unlike Jira Software and Jira Core, JSD licensed users are called agents. Companies only pay for agent licenses and do not pay for their customers.

Hide Comments | Add Comment