How to use Jira Service Management for Non-IT Teams

Jira Service Management, renowned for its strong IT Service Management capabilities, has evolved beyond its IT origins since its launch in 2020.

A study conducted by Adaptavist reveals that “the use of Atlassian tools is expanding beyond the technical community - with 80 percent of workers saying at least one business team in their organisation uses Atlassian tools”.

The versatility of JSM and its ability to provide a centralized platform for requests and questions makes it a powerful tool for various non-IT teams, such as HR, facilities, marketing, design, legal, and more.

Benefits of Jira Service Management for Non-IT Teams

At NextEra Energy, Inc. , for instance, non-IT teams across the organization use Jira Service Management to field requests with ease and reduce administrative overhead, from accounting to legal, supply chain, and HR.

During their talk at the last Atlassian Team’23 event in Las Vegas, they unveiled how JSM enables their business teams to optimize their work, simplify processes, and improve visibility across teams. In fact, Alyson Lamb, IT Business Systems Analyst at NextEra Energy, highlighted the fact that since JSM implementation, they noticed a 68% reduction in service delivery cost.

Centralized Platform for Efficient Request Management

JSM serves as a centralized platform, providing a unique entry point for requests and questions from various non-IT teams. By consolidating all interactions into one interface, it streamlines processes, ensures better organization, and delivers a seamless experience for end-users.

Streamlined Processes and Accelerated Value Delivery

Jira Service Management optimizes processes through customizable workflows, automation, and SLA management. This empowers non-IT teams to prioritize tasks, manage workloads efficiently, and respond promptly to requests, resulting in accelerated value delivery.

Enhanced Visibility for Stakeholders

The tool promotes transparency by making work and progress visible to all stakeholders. Jira Service Management keeps team members and stakeholders informed about ongoing tasks, progress, and issue resolutions, fostering trust and alignment.

Fostered Collaboration and Knowledge Sharing

Jira Service Management facilitates collaboration among team members and stakeholders through features like comments, @mentions, and file attachments. This fosters effective communication and knowledge sharing.

Empowered Teams with Data-driven Insights

With robust reporting and dashboard capabilities, Jira Service Management empowers non-IT teams with data-driven insights. By measuring key performance indicators, teams can identify areas of improvement, optimize processes, and enhance productivity and customer satisfaction.

Examples of Jira Service Management Use for Business Teams

Raffaele D'Elia ✔️ , Atlassian expert at Deiser, highlights in his article that “Jira Service Management has evolved beyond its IT origins, and it has become an invaluable tool for various non-IT teams across organizations, such as HR, facilities, marketing, and more.” Atlassian quickly understood this evolution and offers several templates built especially for these business teams to start with JSM.

Human Resources

HR teams can leverage JSM to streamline the onboarding process for new employees. The tool enables efficient management of tasks such as document collection, equipment provisioning, and training requests. Collaboration with hiring managers and real-time updates keep all stakeholders informed throughout the onboarding journey.

👉 Get the HR Service Management Template | Jira Templates

Facilities

Facilities teams can utilize Jira Service Management to manage facility-related requests seamlessly. From office maintenance to resource allocation, real-time updates ensure employees are informed about any changes or disruptions, leading to enhanced facility services.

👉 Get the Facilities Service Management Template | Jira Templates

Marketing

JSM aids marketing teams in managing creative requests, campaign ideation, and content approvals. The collaborative features enable effective communication and feedback exchange among team members and stakeholders, driving creativity and data-driven decision-making.

👉 Get the Marketing service management template | Jira Templates

Design

Design teams can benefit from Jira Service Management to handle design requests and track progress on design projects. The tool fosters collaboration and knowledge sharing among designers and stakeholders, ensuring the successful execution of design initiatives.

👉 Get the Design Service Management Template | Jira Templates

Legal

Legal teams can optimize their processes by using JSM for contract reviews, document approvals, and compliance tasks. Real-time updates and robust reporting enable data-driven legal decision-making and enhance overall efficiency.

👉 Get the Legal Service Management template | Jira Templates

In conclusion, the benefits of Jira Service Management extend far beyond IT, making it an excellent tool for various non-IT teams. Its centralized platform, process optimization capabilities, enhanced visibility, collaborative features, and data-driven insights empower business teams to excel in their respective domains. Embracing JSM, non-IT teams can break free from traditional silos, driving productivity and delivering exceptional services to their stakeholders.