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Jira Service Desk Service Management

Nice Work! ProForma is a Game Changer for Bringing Teams into JSD

by Jenny Choban on June 13, 2019

Did you catch the latest episode of Nice Work! – the Atlassian Ecosystem Podcast by ServiceRocket Media? ThinkTilt CEO, Simon Herd, and COO, Kate Caldecott joined ServiceRocket's Bill Cushard to discuss implementing Enterprise Service Management with Jira Service Desk.


Bill had met up with the ProForma team at Atlassian Summit and was impressed with how ProForma enables teams to have forms for any process, without creating custom fields.

Simon and Kate shared the story of how they had come to realize the power of forms. They had worked together years ago creating SmartyGrants, an online solution that has become the most widely-used grants management system in Australia and New Zealand. 

While SmartyGrants is built for managing grants (with application and acquittal forms, assessments, award letters, etc.) the team noticed a funny thing happening. A municipality would be using SmartyGrants for their grants program and suddenly another department would want in on the action. 

Why would the teams responsible for pet registration or parking permits want to use a grants management system?

Because it let them create and publish online forms without requiring IT support.

Game Changer

Seeing how the ability to create and publish forms was a game changer for those teams was the inspiration for ProForma, and ProForma now offers features which can be game changers for teams already using Jira:

  • Ask all of the questions you need without creating additional Jira custom fields
  • Handle complex processes by including multiple forms on a single issue/request
  • Allow customers to edit/update their requests from the JSD portal


Enterprise Service Management with Jira Service Desk

IT teams are not the only ones that take and fulfill requests. Marketing teams are asked to approve logo usage. Facilities teams are asked to make repairs. Legal teams are asked to review contracts.

Many of these teams lack the tools needed to allow them to respond to requests efficiently. Requests get buried in overflowing inboxes and employees may see some teams as an obstacle, rather than a help, in carrying out the organization’s mission. 

Enterprise Service Management (ESM) takes the principles of IT Service Management (ITSM) and expands them to non-tech teams. 

First among those principles is Service Management. Empowering teams like HR, Legal, Marketing and Facilities with a service management system like Jira Service Desk offers several advantages:

  • An organized way (queues) to manager requests
  • The ability to measure their work – how frequently a given process is requested, how long it takes to resolve it
  • A highly visible service catalogue that lets teams show off what they can do

Tips for Implementing ESM

Once it’s understood that non-tech teams should adopt ESM and that Jira Service Desk is the best tool for doing so, the problem of implementation remains. How do you manage the people?

Kate and Simon recommend a gradual implementation. Don’t overwhelm teams by telling them they have to create a knowledge base and meet SLAs.

Instead, start with their current way of working and then add in JSD features step by step.  For instance, if employees are used to submitting their requests to Marketing via email, let them continue doing so, but let Marketing manage those requests in a JSD queue. 

Later, add Marketing to your help center and let employees know that there is now portal for submitting requests. Continue to add features one by one, focusing on items that are pain points for the service team and their customers.

Want to Learn More?

Listen to the entire podcast to learn more about why non-tech teams should adopt ESM using Jira Service Desk. Or for a look at the future of Service Management, download our white paper From ITSM to ESM: Enterprise Service Management with Jira Service Desk.