Remember when we had to physically go to an ATM to deposit a check? That was so 2010.

Today? We deposit a check through a mobile app, in our pj’s.

Self-service isn’t a trend; it’s a new lifestyle.

HDI recently found that 51% of organizations have or are planning to adopt service management outside of IT.

Thinking about providing self-service or service management outside of IT? Get ready for it to spread across your organization like wildfire.

Here are some thoughts on starting your journey – and in the process, showing the value of IT across your business.

Go agile…and build momentum

Rolling out service management across the organization outside of IT is a large technological and cultural change – and a key part of adopting service management is building a service desk with the ability for customers to self service.

The average business has many departments and there’s a lot of opportunity for an IT team to get business teams to adopt service management. But with only one IT team for dozens of business teams, IT needs a “rinse and repeat” approach to create quick wins that will deliver value to customers quickly. 

Agile methodology isn’t just for software teams. IT teams can benefit, too. 

Check out these suggestions on going agile for rolling out multiple new service desks across your organization:

  1. Start with the customer in mind: gather requirements and understand what your stakeholders need in a service desk:
    • Who’s the customer?
    • Which request types do they want?
    • Which can be automated or done through self-service with a knowledge base?

    When setting up a new service desk for a team, these are important considerations. By gathering requirements upfront, the IT team can set expectations for a streamlined delivery.

  2. Build a minimum viable product: You may have heard it from the Lean Startup manifesto – build a very simple product early, and get feedback early. By having it “out in the field,” users can interact with it quickly and begin to be productive. This also allows the IT team to course correct early on, rather than waste valuable time down the line.
  3. Keep iterations at a minimum: For example, CSIRO is one of the largest research organizations in the world. Each day, the agency pushes the boundaries of science to shape the future, from inventing Wi-Fi to discovering galaxies five billion light years away. CSIRO had at most two iterations with every business team. That enabled them to roll out a new service center every three weeks, building momentum across the company. Over the course of six months they were able to deliver 10 service centers.

Which teams need service management? 

“Be yourself, everyone else is taken.”  Cheesy quote, we know.

But, it’s true for your business. Every company is unique; what works for other organizations may not work for yours. While finance, HR, and facilities are the most common non-IT areas that have been adopting service management, your organization may also have departments that are unique to your organization. 

Returning to CSIRO – when the time came to think about which service centers they wanted to build, they honed in on Library Services as an ideal target. The CSIRO librarians were getting requests from all sources, every day, and barely able to keep up. CSIRO needed a solution, and fast.


After implementation, Library Services moved their support services to a completely digital system, enabling them to process twice as many requests (up to 1,000 requests a month) with complete visibility, while reducing email requests by 30%. After the library team paved the way, the finance team halved email requests, and can now fully track and audit requests. It’s also set up to cope with a demand that’s expected to triple in the near future.

Give your employees their time back

Setting up a service center can free your teams from administrative tasks – and can give them time to work on the interesting stuff that sets your business apart. For example, Oscar insurance has reduced inefficiencies by 70% by using Jira Service Desk across the organization. 

For CSIRO, after deploying Jira Service Desk across nine teams, including finance, web services, library services, and project management—with plans to add even more—they’re able to focus on creating even more new and innovative ways to improve lives. Don’t believe us? Just recently, they discovered a new hangover cure.

Maybe your company can try that, too – or stick to the regular stuff.

Like what you read here? Learn it from the best by watching our newest case study with CSIRO, fresh off the presses.

Read the case study

Fast & furious service rollout: thanks to agi...