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Whether you’re transitioning from another platform or starting fresh with a service desk solution, optimizing your service delivery processes might involve choosing a Jira Service Management implementation . Regardless of your organization’s process complexity, certain configurations in JSM are essential for effective service management. Core elements such as request types, workflows, SLAs, and automation are essential to aligning Jira with your operations. The key to a successful implementation is mapping and understanding your current processes, even if you plan to evolve them. Knowing where your organization stands today helps create a clear roadmap for where you want to go. This approach ensures a smooth transition for admins and customers, allowing incremental improvements without overwhelming the team. By clearly defining the current state, we can configure Jira to meet immediate needs while laying the groundwork for future growth and process refinement. Here are some key questions you can answer to help guide your implementation effectively. Get familiar with your current tools and processes  1 . How does your service management process work today? Whether you’re using a formal platform like Zendesk or Freshdesk, managing requests via email, or relying on Google Forms or spreadsheets, understanding your process is key to configuring the best Jira structure for your needs. 2. What categories of requests do you handle (IT, HR, finance, etc.)? Categorizing the requests helps define how tickets are routed and prioritized. This decision also impacts whether to use one consolidated Jira project or separate projects for each department. A single project can streamline management, while multiple projects allow more granular control. 3. How is the structure of your requests? When users submit tickets, do they provide a free description or are they required to complete a structured form? Having this information mapped allows for a more assertive implementation. Understand your team structure and permissions 1. How is your team structured? Identify the roles within your service management team, such as agents, managers, and admins. Are agents divided into specific teams? 2. How escalations are handled? Do you have defined escalation paths for more complex or high-priority tickets? For instance, does a ticket escalate from a frontline agent to a senior technician or manager if it’s unresolved within a certain timeframe? Organize your service catalog Do you already have a service catalog in place? If your organization has an existing service catalog, it’s essential to map out the services provided (e.g., IT support, HR requests, or facility management). If you don’t have one, now is a good time to define the services your teams offer. A well-organized service catalog helps structure request types, workflows, and automation, ensuring users can easily find and request the services they need. Set Service Level Agreements (SLAs) and priorities What SLAs do you currently use (if any)? Do you have specific Service Level Agreements (SLAs) in place for response and resolution times? Many organizations set different SLAs based on ticket priority or request type. What are your priority categories? How do you prioritize tickets? Are they categorized as critical, high, medium, or low? Prepare for data migration What volume of historical data needs to be migrated (tickets, users)? Determine the amount of historical data, such as old tickets and user information, that needs to be transferred to Jira Service Management. This can include tickets from previous service desk platforms, customer interactions, and agent records. What needs to be migrated (custom fields, attachments, etc.)? Do you need to migrate custom fields, attachments, or other specific data? Identifying key fields such as ticket categories, and attachments can simplify the data migration process. Settle what needs to be integrated into Jira What third-party tools do you currently use (Slack, Confluence, monitoring tools)? Common tools include Slack for team communication, Confluence for documentation, and monitoring tools for tracking system performance. What current integrations need to be recreated in Jira Service Management? Identify which existing integrations (communication, documentation, monitoring) need to be recreated in Jira Service Management to ensure continuity. Do you need to integrate with an Identity Provider (IdP) for authentication (e.g., Okta, Azure AD)? If your organization uses an Identity Provider (IdP) for single sign-on or user management you will need to incorporate it to Jira. Track your assets Do you track and manage assets? What types of assets need to be included? If your organization manages assets (e.g., hardware, software, facilities), it’s important to define what types of assets need to be tracked in Jira Service Management. This could include laptops, servers, software licenses, or office equipment. Incorporate your reports and dashboards What metrics do you need to track (ticket resolution time, customer satisfaction)? Understanding which key performance indicators (KPIs) are important for your service management operations helps tailor reports in JSM. Common KPIs include ticket resolution time, first response time, and customer satisfaction scores. What existing reporting tools do you use? Are you currently using any reporting tools, and do they need to integrate with Jira? While implementing Jira Service Management can be complex, the right approach can make the process much smoother. By understanding your unique needs and addressing each step with care, from workflows to team structures, the transition becomes effortless. With the right partnership and guidance, what may seem challenging at first can turn into a streamlined and efficient implementation.

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As businesses evolve in today’s fast-paced, technology-driven world, it’s crucial to respond quickly to market demands. ESM with Jira Service Management (JSM) offers a highly flexible solution that adapts to various business scenarios. By using Jira as an Enterprise Service Management (ESM) tool, organizations can extend IT Service Management (ITSM) practices beyond IT, benefiting departments like HR, finance, legal, and operations. This service-oriented approach allows teams to efficiently manage and streamline their requests across the entire organization. In this article, we will explore how applying ESM with Jira Service Management can be a strong ally for your business and how it can boost the organization’s efficiency, collaboration, and overall success . 1. Single platform: centralization and standardization of processes By implementing an ESM approach with Jira, companies can create a single repository for all processes and procedures, regardless of the department or function. This not only simplifies the management and monitoring of processes but also ensures consistency and compliance throughout the organization. One of Jira’s key advantages is its ability to centralize and standardize processes across the organization . With this, businesses can reduce the time spent on administrative and bureaucratic tasks, allowing employees to focus on more strategic and value-added activities. 2. Enhanced collaboration and communication with Jira Another significant benefit of Jira Service Management as a ESM tool is the improved collaboration and communication between different departments and teams within the organization. By adopting a service-based approach, companies can break down traditional organizational silos and foster a culture of teamwork and collaboration. Jira includes communication and collaboration features such as integration with chat tools like Slack or Teams, a personalized service portal, and integration with Confluence as a knowledge base for addressing recurring questions. These tools facilitate information exchange and knowledge sharing among employees, which not only increases operational efficiency but also promotes transparency and an open culture of information sharing . 3. Greater visibility and control in one solution Jira Service Management also offers companies greater visibility and control over their services and operations . By centralizing all service-related data and information on a single platform, managers can easily access real-time metrics and key performance indicators (KPIs) to monitor performance and identify areas for improvement . Additionally, when paired with reporting and data analysis tools, Jira enables businesses to gain valuable insights into service performance, allowing them to make more strategic, data-driven decisions. 4. ESM excellence: improved customer experience Finally, applying ESM with Jira can help businesses enhance customer service by providing a faster, more efficient, and personalized experience. By implementing automated processes and intelligent workflows, companies can respond to customer requests more swiftly and effectively, ensuring high-quality service and customer satisfaction. Moreover, Jira offers customers the option to easily submit service requests through a portal, where they can also access knowledge base documentation to find answers to their questions and solve issues independently, reducing the need for human interaction and improving the overall customer experience . Now that we’ve explored some of the benefits, let’s look at a practical scenario where ESM could benefit customer service and how it can scale as your business grows: Application scenario: how ESM with Jira would work in a travel agency Alex runs a travel agency with 100 employees across customer service, finance, and human resources. By applying ESM with Jira, she can create a service portal for her clients to fill out a form requesting a quote. The form could categorize whether the trip is domestic, international, or a cruise, which are the agency’s specialties. For customers who have already purchased a package, there could be a separate category for inquiries. Each form has specific fields, and when a customer submits it, it enters the service request queue, where the type of service is identified and directed to the appropriate team. Quotes are responded to through comments in Jira, and the customer is notified by email, with the option to use Service Level Agreement (SLA) features to ensure a timely and high-quality response. By using a simplified workflow that shows the stage of the negotiation, it ensures organization and teamwork integration. The entire transaction up to the contract signing can be conducted through comments between the customer and consultant, maintaining traceability and transparency. Once the contract is signed, sub-tasks can be created for the finance team to validate documentation, and once the service is completed, a satisfaction survey can be sent to measure the customer’s experience. Over time, Alex’s business thrives and expands, becoming a tour operator and opening franchise agencies. As a result, other departments begin using Jira Service Management , as shown in the following examples: The HR department starts using ESM with Jira for tasks like answering employee questions, onboarding and offboarding processes, internal transfers, and other HR functions. HR, when handling onboarding through Jira, can also interact directly with other departments within the ESM tool, transferring documentation to the personnel department, requesting equipment from the facilities team, and requesting system access from IT. If the facilities team doesn’t have the required equipment in stock, they would need to submit a purchase request to the procurement team. Within Jira, the facilities team can manage assets, maintaining a global view of the hardware and software each employee requires according to their role. By combining best practices with the tool’s adaptability to your business needs, Jira Service Management becomes a powerful ally , offering a range of benefits such as centralized and standardized processes, improved collaboration and communication, greater visibility and control, and enhanced customer service. By adopting a service-based approach, as seen in ESM, companies can drive efficiency, innovation, and overall organizational success , becoming more agile, adaptable, and customer-focused in an increasingly competitive and dynamic market.

Experience this enlightening on-demand webinar where e-Core experts unveil how to effortlessly elevate your customer experience with Jira Service Management. Watch the session hosted by Flavia Batista (Regional Delivery Manager) and Martin Ferreira (Software Consultant) at your convenience to:  Discover how to achieve a seamless customer experience by integrating speed, convenience, and efficiency. Learn how to optimize operations, expedite issue resolution, and leverage automation and AI to eradicate bottlenecks while gaining a holistic view across all systems. Find out how to achieve a rapid return on your service management investment. Submit the form below and discover how to unleash a frictionless experience in your service management!