6 Non-Technical Use Cases for Jira Service Management (JSM)

If you’re an Atlassian user, you’ve probably come to know and love the Jira Service Desk (JSD) platform for all things customer support. JSD served not only as a Service desk application but also as a means for IT operations teams to provide systems support. 

From an intuitive customer portal to SLA tracking, workflow automation, and endless native integrations with other Atlassian products such as Jira Software, Jira Work Management (formerly known as Jira Core), Confluence, BitBucket, and Trello- JSD has become a staple for support teams and IT teams alike.

When JSD was leveled up and re-launched as Jira Service Management (JSM) we got to keep all the features we loved and gained access to new and exciting agile, IT service management (ITSM) features such as: 

  • Asset Management
  • Change Enablement (also known as Change Management)
  • Service Request Management
  • and more!

But what about non-technical teams that don’t fall into the IT operations or software team category? Can a service desk portal be useful for them? The answer is yes! When JSM is used for non-technical purposes, it’s referred to as Enterprise Service Management (ESM).

ESM extends ITSM practices and tools across an organization to non-IT teams, such as HR, Facilities, and Legal. 

Whether your end users are using Jira Cloud for project management, marketing, sales, or business operations, you can use Jira Service Management to streamline your workflows and improve your customer service experience. 

Let’s examine a few of those scenarios…

1. Project Management

JSM is a great solution for companies that want to manage customer-facing and internal service issues from a single platform. One of the more obvious non-technical use cases for a program like this is project management. 

Just as you could with other PM tools, you can use the Jira Service Management portal to create tickets based on objectives, tasks, customer issue resolution, or internal requests for information and resources. 

You can also link your Jira Kanban boards and issue types to your JSM tickets to remove siloes, creating more transparency across business teams.

And with the Confluence widget integration, you can embed your internal knowledge base resources to enable your business teams to resolve many of their issues themselves before escalating to a manager or supervisor.

2. General Customer Service

Another great application for Jira Service Management is non-technical customer service. While JSM’s most prevalent use case may be for IT teams, it can work beautifully for any use case that involves inbound requests to your team. 

That might include product inquiries, complaints, or customer feedback.

JSM provides a number of areas for customization and configuration, both internally and on your customer-facing side. Leveraging these capabilities with JSM’s automation features can help streamline ticketing workflows regardless of the service application.

3. Visual Content Production 

Another solid application for Jira Service Management is for creating visual content for your organization’s online presence, as well as internal presentations. 

While this may seem like a better application for your run-of-the-mill task management application, you might want to think again. Often, design and content projects require a lot of logistics and collaboration to execute. 

By harnessing the power of a help-desk portal, like the one JSM provides, you can use the Advanced Forms integration to dynamically populate requests to resolve common needs and issues based on the request type and reduce the feedback loop upfront.

Therefore, when a new content request comes in, it will have much of the information needed to execute immediately with little back and forth required.

4. Employee Request Management

What about the administration of internal employee requests? A few common examples include time-off requests and travel expense tracking. With a self-service portal, employees can submit their PTO requests or submit an expense report for approval. 

Having a single source of truth where, for example, accounting can determine which expenses incurred overseas and what currency was used, or team managers can track the amount of accrued PTO used for vacations, can streamline these tasks and add value to your business.

When team members submit a time off request ticket, they can use JSM to create the request which integrates with a Confluence calendar so managers can determine the impact of the absence on their team. 

It can also be used as a reporting mechanism to understand the number of team members who requested the same date off or be reported as a blocker for a work-in-progress issue in a Jira issue.

5. Facilities Management

Then there is the facilities management use case. These team members are responsible for routine maintenance, device upgrades, and schedule repairs. 

For a large team, a traditional email-based submission process for these types of tasks is simply not manageable. 

However, with JSM, these requests can be submitted as tickets, broken down into service categories such as Inquiry, Repair, Upgrade, etc. 

From there teams can determine if something requires an immediate response or is just a routine task to handle as time allows. 

This methodology streamlines facility maintenance tasks, reducing bottlenecks, creating efficiency, and increasing velocity at resolving high urgency issues.

6. Marketing and Sales Asset Management

Finally, your sales and marketing teams can also leverage JSM to request assets. 

This might be business cards, company-branded merchandise for a trade show, or even a customized presentation required for an upcoming pitch or budget request meeting.

By thinking a bit outside the box, these teams can harness JSM functionality to request the items they need, add the necessary specifications, and get the input required from other team members.

In turn, your teams can get the asset created quickly without the need for a lot of back and forth communication.

Coyote Creek Can Help Your Non-Technical Team Get The Most From JSM

The demand for fast, convenient, exceptional customer service is increasing across all industries, even those that are non-technical. 

The number of professionals working from home has rapidly increased, particularly in the post-COVID-19 era. So it should come as no surprise that everyone from software development teams to marketers is benefiting from this best-in-class ESM solution.

At Coyote Creek, we can help you to evaluate your systems and business model to determine what your needs are so you can choose the Jira Service Management licensing and pricing that will serve you best. 

We can also provide guidance on best practices and project templates to help you optimize your investment so your teams can deliver the most outstanding services for your valued clients.

Furthermore, we can help you to integrate your Confluence knowledge base to help provide a roadmap to self-service as your team members are learning to use Jira Service Management according to best practices.

To learn more about how Coyote Creek can support your organization and help you implement JSM, contact us today for a free consultation.