The Atlassian Approach to ESM

The pace of business today demands that organizations move at higher velocity. To make that happen, all kinds of teams are becoming service teams, responding to requests, triaging tasks, and continually improving.

In this guide, you will learn Atlassian’s principles and practical advice to help all teams deliver excellent service. We have over 130 service portals helping employees with everything from IT support to onboarding to tax questions. Service management shapes our ways of working at Atlassian, so we thought it would be helpful to share what our service teams have learned.
The pace of business today requires organizations to move faster, and all kinds of teams are becoming service teams – responding to requests, triaging tasks, and driving continuous improvement. This guide shares Atlassian’s principles and practical advice to help any team deliver excellent service. With over 130 service portals supporting everything from IT to onboarding and tax questions, service management is central to how Atlassian works. Here, we share key learnings from our service teams and show how different teams leverage Jira Service Management for enterprise service management that meets the needs of the modern workforce.

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