Service Management for Business Teams

Why service management beyond IT?

Most organizations already use Jira Service Management (JSM) for their IT processes. The same capabilities solve everyday pains for business teams too:

• Stop losing requests in email threads and chat messages.
• Replace spreadsheets & shared inboxes with queues, workflows and SLAs.
• Give employees one place to ask for help and track progress.
• Measure and improve with real‑time dashboards and meaningful metrics.

Don’t have formal processes yet? No problem. We help you capture how you work today, design lightweight workflows, and iterate until it fits.

What your employees get

• One employee portal with clear request types (e.g. “Announce a move”, “Onboard a new employee”, “Request a purchase order”).
• Fast answers thanks to an integrated knowledge base (Confluence) with how‑tos and policies.
• Full transparency: requests are trackable, no waiting in the dark.
• Single Sign‑On (SSO): no extra account if you’re already on Atlassian.

Typical requests you can publish in no-time:

• Announce arrival of a new collaborator (employee onboarding)
• Announce a move or a departure
• Submit a job description to open a new position
• Update employee personal information
• Announce the birth of a child
• Ask a question about a pay slip
• Request a purchase order
• Ask Legal to review a contract
• Subscribe to a training
• Book a company car
• Announce a risk

What your teams get

• Professional, branded portal so your team shines with competence.
• Deterministic workflows that reduce hand‑offs and layover time.
• Automations for triage, assignments, notifications and escalations.
• Queues & priorities instead of overflowing inboxes.
• Approvals anywhere: managers approve on mobile, even when travelling.
• Email in, service out: keep your shared mailbox — JSM converts emails into trackable requests automatically.
• Real‑time dashboards: track workload, SLAs, average lead times and bottlenecks.
• Integrated knowledge: deflect repetitive questions with articles right in the portal.

Designed for every business team

HR — Onboarding/offboarding, employee data changes, policy questions, training sign‑ups, travel certificates.

Finance — Purchase orders, invoice queries, cost center changes, expense approval exceptions, vendor master data.

Legal — Contract reviews, NDA requests, policy exemptions, trademark queries, document signatures.

Procurement — Sourcing requests, vendor onboarding, quote comparisons, delivery follow‑ups.

Marketing & Communication — Asset requests, campaign briefs, brand approvals, event support, intranet updates.

Logistics & Shipping Desk — Shipping labels, returns, customs documents, delivery issues.

Quality & Security — Non‑conformities, incident reports, audits, risk announcements, access requests.

…and any other back‑office or shared service team.

Key capabilities that make the difference

• Single portal for all services: employees know where to go, every time.
• Email & chat capture: connect existing shared mailboxes; nothing gets lost.
• Approvals that stick: automatic rules (by type, cost, requester, etc.), reminders, escalations, and backup approvers. Approve/reject directly from email or mobile.
• SLAs that reflect business reality: working calendars exclude nights/weekends; “waiting for requester” pauses the clock.
• Dashboards for transparency: team load, average lead time by priority/type, time spent waiting for approval, and more — all in real time.
• Knowledge base in context: surface helpful Confluence articles at the moment of request.
• Automations & integrations: sync with Slack/Teams for notifications and approvals; trigger actions in external systems via API or automation rules.

Security & compliance

• Data residency in Switzerland available for Atlassian Cloud.
• Segregation by site/project to separate HR, Finance or Legal data.
• Fine‑tuned permissions at project, queue and request level.
• Data classification & policies to protect access to sensitive information.
• SSO & existing IdP (Azure AD, Okta, etc.) are re‑used — no new identities.

Need to meet internal security or regulatory requirements? We are here to help. https://www.swarmit.ch/services/swiss-cloud-governance

Why not spreadsheets & shared inboxes?

Excel is great for numbers — not for service delivery.

• No reliable assignment, comments, priorities or workflows
• Hard to collaborate at scale; easy to break with copy/paste
• No automatic reminders or SLA tracking
• Limited audit trail
• No transparent status for your internal customers

Jira Service Management and Confluence are built for collaboration, traceability and scale.

How your day will look afterwards

• A single, branded portal for all business services
• Fewer emails and phone calls; faster resolutions
• Visible workload and queues — no more black boxes
• Measurable SLAs and lead times in effective working hours
• Reduced repetitive questions thanks to a living knowledge base

Next steps

• Book a discovery call to explore your use cases
• Pick a starter scope (e.g., HR onboarding & offboarding)
• Launch a quick pilot in weeks - then expand

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