What is service management?
5 min
Beginner
By the end of this lesson, you'll be able to:
- Describe what service management is
- Describe the benefits of using Atlassian Cloud for service management
What is service management?
Service management is the practice of delivering valuable services to customers, stakeholders, and your team. Service management has several stages:
- Design services that cater to customer needs and business goals.
- Deliver these services efficiently and smoothly.
- Continuously improve your services by learning, tweaking, and enhancing services to keep them fresh and ever-evolving.
Service requests are simply requests for help, like addressing an incident, solving problems, or satisfying change requests. Service management helps organizations standardize how they respond, coordinate, and fulfill these requests.
Service management is often further categorized into IT service management (ITSM) and enterprise service management (ESM):
- ITSM is about technology, aligning IT services with business goals and needs.
- ESM extends across non-technical teams, like HR, marketing, and facilities.
Both ITSM and ESM share a mindset. They use similar tools and principles to make services shine and improve continuously.
How does Atlassian support service management?
Sometimes, changing customer needs and siloed, outdated tools can overwhelm service management teams. It’s challenging to fulfill a high volume of service requests while keeping everyone informed and maintaining high quality service.
Atlassian prioritizes simplicity in tracking service requests, communicating with customers, and resolving requests. All of this can be done in a small group of integrated products, with Jira Service Management at the center. A better service management product suite includes:
✔ Integrated tools that remove siloes across your entire organization
✔ Flexible configuration that can adapt with your team and customers
✔ Self-service that saves time for your customers and your service team
👉 For example: Your organization uses Jira Service Management to report bugs in your software, onboarding requests for new equipment, internal troubleshooting with your IT department, customer requests for help, and more. Each team can configure their own workflows, service level agreements, reports, queues, and more, but use the same tool.
How was this lesson?
next lesson
Use Atlassian Cloud products for service management
- How Assets helps service management teams
- How Jira Service Management helps service management teams
- How Statuspage helps service management teams
- Let’s put it all together