Jira Service Management (JSM) has evolved far beyond its roots in IT support. Today, organizations are using JSM to power streamlined service delivery across HR, Finance, Legal, Facilities, and more. This session dives deep into the practical, transformative ways teams outside of IT are adopting JSM to manage requests, standardize workflows, and improve employee experience.

From automating onboarding checklists to handling legal contract reviews and finance approvals, this talk will show you how to turn your internal service chaos into clarity—without reinventing the wheel.

Key Topics We’ll Cover:

Why Non-Tech Teams Need Service Management Too

- The rise of Enterprise Service Management (ESM)

- Common pain points outside IT: unstructured emails, inconsistent processes, and lack of visibility

Real-World Use Cases

- HR: Employee onboarding, policy queries, leave and benefits support

- Finance: Budget requests, invoice approvals, expense queries

- Legal: Contract reviews, NDA handling, policy requests

Setting Up JSM for Non-IT Teams

- Using request types, forms, and queues effectively

- Designing workflows that match HR/Finance/Legal needs

- Permissions and data sensitivity considerations

Quick Wins with Automation & Knowledge Base

- Automating routine tasks (e.g., onboarding task lists, document routing)

- Leveraging Confluence to reduce ticket volume

- Scaling the Service Experience

Building a unified service portal for all internal teams

- Branding, UX, and self-service best practices

- How to measure success beyond SLAs