Atlassian for Startups- Part 3

ESM and ITSM: The Importance of Choosing the Right Tool for Your Process
Nabil Nassar

Depending on the industry you work in, you might be familiarized with one of the following acronyms: ITSM or ESM. The former stands for “IT Service Management” and the latter for “Enterprise Service Management.” Spoiler alert: In the end, they are more or less the same. This article intends to show how organizations, regardless of their nature, benefit from complementing these service management principles and practices (ITSM or ESM) with the right tools.

What is ITSM?

In a nutshell, ITSM is the way IT teams manage the end-to-end delivery of their services. [1] The core idea behind the ITSM principles is the belief that IT should be delivered as a service. A structured approach to service management was clearly not developed for the IT industry. Although you may feel as if your grandparents were also tweeting, sending emails, and responding to questions using GIFs, the truth is that the IT industry is a rather newish industry. So the “invention” of IT frameworks and practices (such as ITSM) were likely inspired and adapted from frameworks designed for other industries.

How is ESM related or similar to ITSM?

The ITSM framework and practices had been around for some time before teams from departments such as Finance, HR, and Office Management noticed the benefits and functionalities it provided for IT teams. Like every great evolution story, these departments began to adopt and implement the practices that proved so beneficial for IT teams. This is when the “enterprise service management” concept was created in order to define the principles thereafter used by various teams through a single organization. [2]

It is important to make these clarifications because it is very likely that your work, regardless of which department in the organization it is, can be considered as a service to others. Whether this is an “internal service” for colleagues or teammates within your organization or as an “external service” to clients or partners outside of your organization. Yes, this may be a broad way to describe it, but that simply shows how important it is to properly and effectively manage the services provided by teams and individuals.

So, if you have already begun to take steps to improve your ESM practices, you will find some tips and ideas about the importance of choosing the right tool. On the other hand, if you are new to the “service management” topic, then this can be your guide on important details to consider when making the decision towards proper service delivery management.

Jira Service Desk: one tool to serve them all

Intuitive - easy for everyone to understand and use
Fact: there are multiple ITSM tools on the market

Fact: traditional ITSM solutions are designed only with the IT teams and process in mind

A great ESM/ITSM tool is intuitive both for the requesters as well as the cross-functional teams taking care of these requests. Remember, an “enterprise” service management process runs through many teams within an organization. We all hate having to go into multiple portals or apps for seemingly similar tasks. With Jira Service Desk, teams such as HR, Finance & Accounting, Office Management, and Marketing can share an overarching portal, which means users and service providers alike have one single entry point. The success of a service management tool also heavily relies on making it easy and straightforward for the requesters, whether internal or external, to create requests that end up in the right hands. According to a recent SDI study, around 55 percent of service desks receive on average between 3 and 12 percent of calls that are meant for another service desk. Working with a solution that redirects the requests to the right team really improves efficiency. [2]

Atlassian for Start-Ups 3/3

Flexible - match the tool with the process; not the other way around.
We’ve said that service requests from multiple teams such as IT, HR, Finance & Accounting, or Marketing teams can “live” harmoniously in Jira Service Desk - that’s a great step forward. But “living” in a shared tool doesn’t mean the teams have to compromise on their needs and internal processes in order to share this cross-functional solution. That is what Jira Service Desk does. It allows multiple process workflows to represent the ways different teams work. It speaks their language and tailors to their specific needs. From integrations to third-party apps, Jira Service Desk makes sure that even the most specific process and business needs are covered.

Flexibility means that different teams will have different priorities or deadlines. These “deadlines” can also be referred to as Service Level Agreements (SLAs). Jira Service Desk allows organizations to set as many SLA policies as needed, create automation rules to escalate and notify people to prevent breaches, and even prioritize work based on custom categories.

Atlassian for Startups- part 3

Integrated - reach across tools to break information silos
We have previously discussed how Jira and Confluence help organizations by breaking communication barriers and helping teams manage work effectively. Jira Service Desk is no outcast from this party. Seamlessly link Jira Software issues or Confluence pages to your Jira Service Desk tickets and help keep work connected and accessible. Connect knowledge bases from Confluence and even foster a self-service culture within the organization by leveraging the knowledge created and acquired from previous requests. This will save time on both sides: the requesters may get an immediate answer to their request because the system will suggest an article as they search and the service teams will not have to resolve the same requests over and over again. Did someone say win-win?

Atlassian for Startups- part 3

Mobile - it’s 2020. This shouldn’t even be a discussion point anymore!
Do we really have to discuss this? Have we all not already realized that the need for mobility within our work increases by the minute?

Ok, let me throw in some facts for all you non-believers:

  • In a 2019 Enterprise Mobility survey of its audience of IT leaders, 64.5% listed mobility as a top enterprise technology investment. The same survey indicated that 59.2% allowed employees to access data and apps on a wearable device. [3]
  • A 2018 report about “mobile enterprise app usage” found that 34% of work productivity is improved when companies allow employees to use enterprise mobile apps. This report also stated that 47% of internal communication is improved when using enterprise mobile apps, and there was an estimated 23% increase in employee satisfaction of those teams equipped with enterprise mobile apps.[4]

Jira Service Desk allows all teams to stay on top of business- anywhere, anytime. Features such as push notifications for SLAs, warnings, mentions, and the creations or assignment of a request equip teams to never miss a thing (again). Keep in mind that this is not just an information app, teams can do actual work with it. Users can make transitions and assignments with a single swipe, make comments or even link issues directly from their phones.

Atlassian for Startups- part 3

If you would like to find out more about how Jira Service Desk can help your organization’s ESM/ITSM efforts, feel free to get in touch – and don’t forget to mark your calendar for June 11th, when kreuzwerker is hosting the event: “Atlassian for Startups”. Click here for more information and tickets.

For the past number of years, we here at kreuzwerker have helped a wide range of startups improve how they work. We help them achieve goals that may seem wild and crazy. Before providing our best and most transparent assessment of the situation, we work closely with their teams to understand their true needs, problems, and limitations. Every project is a unique story, so we strive to provide the guidance and solutions that address our client’s particular situation–without compromise.

We are not just from anywhere. Our heart and spirit are pure Kreuzberg. Digital technology is a real and honest craft for us, and we believe that listening properly can solve more problems than any Ted Talk ever could. We tell it like it is, and we say what we think. That is who we are and what we do.


  1. Atlassian,ITSM
  2. ESM Article
  3. Digital Transformation Challenges 2019 Report
  4. 20 Essential Enterprise Mobile Apps Statistics
  5. How ITSM Services on Mobile Devices Power Employees to Boost Service
  6. Atlassian,Service Desk

Cover image by Martin Adams from Unsplash