Forrester recently released their first-ever analyst evaluation of the emerging Enterprise Service Management (ESM) landscape, The Forrester WaveTM: Enterprise Service Management, Q3 2018.

Forrester defines ESM as “extending IT service management capabilities beyond technology services to address business-centric use cases; managing service demand and supply through a common platform, portal, and service catalog; and speeding up innovation and workflow automation through PaaS/low-code development tooling.”

What’s so amazing about the rise of ESM is that we see other departments following the service management tactics that IT traditionally owned. IT teams are leading the charge on digital transformations, and at Atlassian, we’ve seen the ESM momentum firsthand. Many of our customers are using the same software and ITSM practices for HR, facilities, legal, and even marketing.

We’re delighted that Forrester recognized Atlassian as a strong performer and the highest ranked vendor in ESM strategy. The Forrester ESM Wave covered 28 criteria and evaluated 12 vendors.

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Atlassian’s ESM approach

More and more teams are asking for and providing service. The kind of service varies, but the requests require attention, and often involve invisible, unrecognized work. Organizations have often patched together solutions using email alongside ERP systems, resulting in a disappointing experience, especially at the same time that apps and other technologies have raised our expectations of service. Employees want experiences that reduce confusion, address their needs quickly, and help them get work done.

To address this challenge, Atlassian is building software that helps teams deliver outstanding employee experiences with a human approach. We think employees should receive concierge-like service that fits seamlessly into their work patterns. Our products are designed to help all teams collaborate more effectively. For example, workflows and permissions features are useful so that anyone in an organization can see what work is being done and when it will be complete.

We also know that software alone doesn’t solve problems, good team practices do. For that we’ve built the Atlassian Team Playbook, which provides industry best practices, assessments, and plays for unleashing your team’s potential.

A service desk for every team

The concept that every team is a service team is certainly true at Atlassian, where we depend on Jira Service Desk to request help with all sorts of workplace services. (In fact, I recently submitted a ticket to make sure this blog would get published.) Jira Service Desk is Atlassian’s modern service desk software that helps all teams deliver outstanding service. From day one, we designed Jira Service Desk for all service teams.

Jira Service Desk can be configured in whatever way best helps your team to deliver business value. It integrates seamlessly with other Atlassian products, including Jira SoftwareConfluence, and Statuspage. Forrester recognized our “broad and diverse” app options through Atlassian Marketplace which enable extension of Jira Service Desk for your particular use case.

Like Atlassian, the majority of our Jira Service Desk customers use it for ESM use cases. Over 100 teams at Twitter, including HR, procurement, and facilities deliver service with Jira Service Desk. AppDynamics, a provider of application performance monitoring, supported their growth, onboarding over 700 new employees in one year with Jira Service Desk.

A service desk portal used for HR
A service desk portal used for HR

ESM use cases are varied and creative. The facilities team at Sotheby’s, one of the world’s largest auction houses, uses Jira Service Desk to manage and transfer fine art throughout their New York and London locations. For privately hosted Picasso viewings, staff members simply issue a Jira Service Desk ticket to indicate where and when the painting needs to be mounted. As a result, Sotheby’s gains complete oversight into the exhibition setup process and moves artwork more efficiently.

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As Forrester notes, it’s early days for service management. Still, ESM offers lots of potential for your organization. For more information on ESM, including detail on the emerging field, the vendor landscape, and Atlassian’s “nontraditional but strong ESM strategy” check out the full report.

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