Our 6 Tips for Implementing Enterprise Service Management with Atlassian

Posted by Alexandre Woronoff – Last update : 17-05-23

Enterprise Service Management (ESM) is about extending the principles of service management beyond the IT domain (ITSM) to all areas of the business.

By doing so, companies can create a more streamlined and efficient service delivery process, resulting in greater customer satisfaction and an improved overall experience. Atlassian is a leading provider of ESM tools and solutions, making it an ideal choice for companies looking to implement ESM practices. If you are considering implementing Enterprise Service Management (ESM) with Atlassian, here are our five tips to help you get started.

Today, a number of companies are looking to improve the centralization of information and collaborative work, whether for the human resources department, finance, logistics, sales …

To do this, it is possible to create a portfolio of services specific to each department of the company. The entire demand management process is handled by Jira.

Let’s take the case of the HR department’s request management process, when an employee is onboarded: The manager introduces requests according to a process established for the new employee; for example, the manager makes a request for the provision of a PC (to the new employee), to provide him with access to his identifiers or to a certain number of tools, information, access to printer services, services linked to his mobile phone (subscription package, rooming… ), access to their vacation request, access to their security badge and access to certain buildings, etc… In the case of a staff member leaving, there are also procedures and actions to put in place…

For the finance department: the employee will find information about access to credit lines, reporting…

For the Facility Management: the introduction of the request is made for the technical management of the buildings, for example; the replacement of the lighting, the maintenance of the heating, analysis of exploitation, management of the maintenance, …

For the customer management system: ticketing, and promote customer satisfaction …

1) Define your service management goals:

Before you begin implementing Enterprise Service Management with Atlassian, it is important to define your service management goals. What do you hope to achieve by extending service management beyond IT? What are the pain points you are trying to solve? By defining these goals up front, you can ensure that your ESM implementation is tailored to your specific needs.

2) Build your service portfolio:

The second step is to build a service portfolio on which to base a service catalogue. This service catalogue can then be digitised in a tool, such as Jira Service Management. Building your service portfolio on Atlassian is an excellent way to streamline your service management processes such as IT ticketing, procedures, problem solving… This portfolio should include all the services you offer, as well as a detailed description of each service.

3) Choose the right Atlassian tools:

Atlassian offers a suite of ESM tools, mainly Jira Service Management and Confluence. It is important to choose the right tools for your organisation based on your objectives and requirements. For example, Jira Service Management is ideal for ESM, while Confluence is better suited for knowledge management and documentation, facilitating collaboration.

4) Customize your workflows:

Atlassian tools are highly customizable, allowing you to tailor your workflows to your specific needs. Take the time to define your workflows and customize them accordingly. This will allow support agents to be more efficient and give better follow-up to users. Customisation allows you to automate the most common tasks related to a service and to give it a high added value. In the example of the calculation of the remaining leave balance, which is a tedious process and a highly demanded service for HR agents, this automation will save resources, reduce the intervention of the HR agent and the employee will benefit from an immediate response to his request.

5) Train your employees:

The ESM is a collaborative effort that involves all areas of an organisation. It is important to train your employees on the new processes and tools so that they understand their roles and responsibilities. This will ensure a smooth transition to ESM and minimise resistance to change.

6) Measure, monitor and continuously improve:

Enterprise Service Management (ESM) is a continuous process that requires monitoring and continuous improvement. Use Atlassian’s reporting and analysis tools to monitor your service delivery processes and identify areas for improvement. Iterate and continuously improve your change management implementation to ensure that it meets your objectives and delivers value to your organization.


In conclusion, implementing Enterprise Service Management (ESM) with Atlassian can help organizations and businesses streamline their service delivery processes and improve customer satisfaction. By defining your goals, choosing the right tools, customizing your workflows, training your employees, and ensuring continuous monitoring and improvement, you can ensure a successful ESM implementation with Atlassian.

How to use Atlassian tools with the help of Arexo?

We can advise you and offer you different support solutions, you can also consult our blog, articles to support you on the Atlassian solution. To start, here is what we advise you: read our last article on our Atlassian certification 
Do you have any questions about this solution? Contact our Atlassian certified consultants: advice, training, demo.