How can Enterprise Service Management Unify the Flow of Work For ALL and ANY Teams?

We have helped some of our clients in large government and utilities organisations to use JSM’s document management themes for the HR or People and Culture departments. 

People and Culture teams are a perfect example of a service-based team that receives a lot of requests from onboarding to training requirements and other HR-related matters.  

JSM provides an organised, visible and trackable way to manage onboarding and offboarding and respond to staff requests for general questions.  

The out-of-the-box HR service management template in JSM has the following features that we think will really support the day-to-day service requirements of HR teams: 

• Request types: there are predetermined request types and the option to customise and add your own to help define and organise incoming requests. Using this feature can help HR teams to capture relevant information and help employees faster.  

• Customisable help centre: an employee-facing self-service portal can be quickly installed with the JSM for HR theme that allows employees to submit requests and search the HR knowledge base to find the commonly asked questions yourself. HR teams can also add to the knowledge base when they identify new, commonly asked questions. 

• Queues: requests from all communications channels – emails, IM chats, forms and more – can be organised into queues that allow all HR team members to quickly view, triage and assign requests as soon as they come in. This visibility allows HR to have a real-time dashboard anytime. 

• Automation: Atlassian Intelligence is embedded within Jira Service Management Premium and Enterprise Cloud product editions. So, like Legal JSM themes, you can access AI to remove manual, repetitive work within the HR themes, such as: 

• Using the virtual agent to support employees in the self-service portal. When employees ask the virtual agent a question, Atlassian Intelligence searches across your linked knowledge base articles to quickly answer their question and deflect new requests from being opened. 

• We’re excited to also see the “AI definitions” functionality currently in Confluence coming into JSM. This allows HR teams who are either onboarding, helping employees change teams, or simply learning something new, to get up to speed fast and understand your company’s unique jargon, brands, products, and acronyms.  

Again, if your HR teams are keen to try out the out-of-the-box themes in JSM, check out the steps and information here.