Atlassian Jira Service Desk expanded to HR, Legal and Support teams
Launched just seven years ago, Jira Service Desk is Atlassian’s fastest-growing product. Recognizing that IT was increasingly impacted by outdated tools and processes in the era of DevOps and cloud computing, Jira Service Desk was created to help these teams deliver better service with flexible and collaborative IT Service Management (ITSM) software.
With the rise of digital work, it quickly became apparent that business teams were experiencing the same service management challenges as their IT counterparts. To support this growing enterprise service management (ESM) discipline, Jira Service Desk now offers new templates and workflows specifically designed for HR, legal, and support teams. HR and support teams can now use Jira Service Desk to more easily manage tasks such as employee onboarding and maintenance requests, while legal teams can shift from manually tracking signatures to working collaboratively with automated digital workflows.
The new Jira Service Desk templates make it even easier for teams to start working with a service desk. Customers can create an HR recruitment template and associated workflow in minutes. The new out-of-the-box features for HR, support, and legal teams provide much-needed autonomy to business teams by reducing their dependency on IT.
Templates have been created to cover tasks that HR, legal, and support teams work on. Out-of-the-box functionality supports teams, and the flexibility of Jira Service Desk makes subsequent configuration easier.
HR managers or operations managers can create, update, and maintain their own service desks directly with minimal IT involvement.
HR teams can transition to providing a full range of services by directing work through a service desk. This includes moving from physically transporting files between buildings to obtaining signatures, supplying laptops, onboarding new employees, and registering benefits that are easily accessible online. The self-service portal allows employees who need quick responses to view company-wide FAQs or request common services through a catalog-like experience.
In addition to these new templates and workflows, the integration of Automation for Jira as a built-in feature allows HR teams, for example, to automate mundane tasks such as updating employee data between systems like Jira Service Desk and BambooHR, increasing efficiency and reducing manual work.
Investments in ESM are being made in addition to ongoing investments in core ITSM processes. Atlassian continues to add functionality to the new Jira Service Desk experience launched earlier this year (also referred to as "next-gen"). The next-gen version is designed to further simplify service desk setup and management for all teams. For customer segments with access to the next-gen view of Jira Service Desk, asset management functionality is now available. Next-gen customers can benefit from numerous CMDB and asset management options available in the Atlassian Marketplace, such as Reftab, Device42, and Insight by Riada.
