Modernising IT Service Management for the Next Era of Collaboration

Why a unified platform matters

A unified approach to service management changes that. By bringing teams onto a single, cloud-based Enterprise Service Management (ESM) platform — such as Atlassian’s Service Collection — organisations can connect workflows, data and communication in one place. This integrated model helps teams collaborate more effectively, automate routine work and gain visibility across services, leading to faster resolution times, better compliance and a more consistent service experience for everyone.

One platform, multiple ways to manage work

Modern ESM platforms should be designed to support a wide range of business and IT processes, not just traditional IT service management (ITSM). Whether it’s onboarding a new employee, managing a facilities request, handling a customer inquiry or resolving a technical incident, a solution like the Service Collection can provide the tools and workflows needed in a single platform.

This “one platform, multiple ways to manage work” philosophy means organisations can standardise on a single system while still tailoring workflows to the unique needs of each team. Business users and IT professionals alike benefit from a consistent experience, shared data and the ability to automate and optimise processes across the enterprise.

Key areas of focus and benefits

When choosing an ESM, there are several factors organisations should keep in mind.

• Unified service management: Uniting IT, business and customer service teams on a single platform eliminates tool sprawl and siloed workflows. This helps bridge the “business/tech” feature and capability divide, while also providing options for integrated reporting and cost efficiency.
• AI-powered automation: Agentic AI can automate repetitive tasks and help triage requests while AI chat and search can provide instant answers to common questions. This frees staff to focus on higher-value work and ensures that both employees and customers get the help they need when needed.
• Flexible asset and configuration management: Assets are not just for technology teams. Well-designed ESM software can help track and manage anything that needs to be referenced in a ticket or work order, from physical equipment and software to facilities and people. Referencing assets within requests can improve visibility, expedite resolution and support compliance efforts.
• Security and data isolation: Granular permissions and project-based access controls are essential for ensuring sensitive data, such as HR records, financial data or protected customer information, remains protected and accessible only to authorised personnel.
• Seamless integration and extensibility: ESM platforms need to connect with other enterprise data sources. Connections to CRM, ERP, human resources information system (HRIS) and IT operations/monitoring systems can help streamline workflows with reduced manual efforts while enhancing data security (by keeping source data where it belongs!). Platforms with pre-built integrations and robust APIs help ensure the integrity of these connections and expedite implementation efforts.

Real-world impact

Organisations using modern ESM platforms have seen measurable process improvements in IT support, HR onboarding and customer service. By connecting teams and automating repetitive work, companies can respond to requests more quickly and focus on delivering value to their customers and employees. Organisations will also have a faster “time to value” and better total cost of ownership (TCO) when leveraging modern, shared ESM capabilities vs. implementing point solutions.

Building the organisation of the future

When organisations use a single platform that supports multiple ways to manage work, both business and IT leaders are empowered to drive transformation, improve service quality and adapt quickly to changing needs. The result is a more agile, connected and resilient organisation, ready to meet the demands of today and tomorrow.

How Protiviti can help

Atlassian’s Service Collection brings together Jira Service Management (JSM), Customer Service Management (CSM), Assets, and Rovo into one unified, AI-powered solution. As a Gold Solution Partner, Protiviti has helped multiple organisations deliver smarter, faster service experiences, preventing issues before they arise and responding effectively when they do.

To learn more about our Atlassian consulting services, contact us.