What's in the guide 01

Enterprise service management is bigger than IT — see how to scale

This guide shows what ESM actually looks like in Jira with real use cases, before-and-after workflows, and a clear path to get started without replacing your existing setup.

What you'll get

ESM Guide book

Why this matters

When service workflows are owned by the right teams, work moves faster and visibility improves across the business. Instead of routing everything through IT, teams can

Reduce delays caused by manual handoffs

Reduce delays caused by manual handoffs

Track SLAs across the full request lifecycle

Track SLAs across the full request lifecycle

Keep ownership where the work actually lives

Keep ownership where the work actually lives

Enterprise service management challenges 02

Your IT queue wasn't designed to run the entire business

Centralizing everything in IT feels efficient (until it slows the entire business down).

What's slowing your teams down

What's slowing your teams down

Service management doesn't have to stop at IT

Service management doesn't have to stop at IT

Common pitfalls 03

Three places most enterprise service models break first

Feature processes icon

IT workflows and SLA management

Ditributed teams icon

Cross-team collaboration

Reporting and visibility icon

Reporting and visibility

See how enterprise service management works in Jira

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