Effective Enterprise Service Management: Finding the Right Tools

Modern service management goes beyond the boundaries of traditional IT services. Comprehensive Enterprise Service Management (ESM) includes all business areas of an organization, focusing on the holistic optimization of processes and seamless collaboration throughout the company.

IT service management methods have long been standard practice and ensure stability in incident management and service desk management. With effective ITSM practices, asset management and resource management can be planned and designed for the long term. Broader ESM strategies can also be applied to different company areas, including HR and the Finance department. 

The advantages of a well-thought-out and integral enterprise service management are obvious: Scalable efficiency, increased productivity and increased customer satisfaction. With an intelligent ESM strategy, you can support the digital transformation both in the back office and in the front office. It represents a decisive competitive advantage if your company can react quickly and consistently to changes in the market and offer your customers the most modern and reliable service at all times.

Companies that operate at the enterprise level should first clearly define their ESM goals to decide which tools best meet these requirements and contribute to increasing business value. With software, it's best to look for solutions that remain flexible and offer a high degree of reliability, adaptability, and scalability. Here's what to look out for:

• Open access: For effective collaboration, everyone involved must have access to the right tools and data at all times. Waiting queues, insufficient information, and access restrictions due to different systems interrupt the workflow and slow down the process. This applies to internal operations as well as communication with customers.
  
  
• Stability: Reliable performance even at peak loads is the prerequisite for smooth collaboration and managing large amounts of data.
  
  
• Adaptability & Scalability: As your business grows, your system needs to be flexible and quickly adapt to changes, so you don't need to change it every few years, saving time and money. The key is to think big from the very start.
  
  
• Ensuring Flexibility with Atlassian: Atlassian products offer a full range of tools that can easily integrate with your current IT infrastructure while maintaining flexibility and offering complete control. Businesses that operate with decentralized teams will find that Atlassian provides everything needed to utilize their workforce's full capacity.

Service Management at the Enterprise Level

Atlassian software can be easily set up and operated for large, multinational corporations, especially when taking advantage of cloud providers such as AWS or Azure.

For improving service management and setting up a long-term, effective ITSM strategy, Jira Service Desk is the way forward. Jira Service Desk enables IT, DevOps, and support teams to collaborate across one platform, which can be individually adapted to the respective requirements.

Confluence provides a universal knowledge database that can be shared across the whole organization that can be customized and adaptable. This also helps to ensure ITSM processes are implemented in compliance with ITIL.

Optimization of Incident Management and Customer Service

Meet, Opsgenie and StatusPage, two valuable Atlassian add-ons that offer support for incident management and customer service.

With Opsgenie, you can significantly improve the workflow and communication between IT and DevOps teams, thus optimizing your on-call management. By clearly defining processes, responsibilities, priorities, and escalation levels, Opsgenie automatically creates Jira issues based on incident management alerts. 

An essential factor is that Opsgenie offers faster end-to-end incident management, ensuring downtime of an online service can be minimized considerably. This is especially vital for eCommerce or booking services, where every second of downtime can be extremely costly.

With StatusPage, your IT teams can update customers in real-time the status of incidents and downtime. Through the integration into common monitoring, alerting, and ChatOps tools, the communication processes are carried out professionally, which has a significant effect on customer satisfaction.

Find the Right Tools for You

As one of the leading Atlassian service providers in the DACH region, we can offer you expert advice on which ESM and ITSM tools fit your business's needs, including Jira, Jira Service Desk, and Confluence, as well as on the add-ons from the Atlassian Marketplace. Get in contact to talk more about your needs.