A Unified Approach for Organizational Success

Author: Adam Jackson, Head of Enterprise Service Management Practice at Valiantys

Adam Jackson, Head of the Enterprise Service Management (ESM) practice at Valiantys has a wealth of experience evolving from Service Desk Manager to Head of Technical and Professional Services. Adam's expertise is deeply entrenched in Service Management, demonstrated by his achievement of ITIL4 Strategic Leader and Managing Professional certifications, in addition to his qualifications in program and project management. He is driven by a passion for continuous improvement and simplifying complex topics, marking him as a leader committed to excellence in the service management domain.

Throughout my career, I've had the unique opportunity to witness and influence the evolution of service management from a predominantly IT-focused discipline to an inclusive organizational function that transcends departmental barriers. The journey hasn't been straightforward; it has been shaped by years of practice, observation, and, most importantly, a commitment to breaking down the silos that have historically segregated IT from the rest of the business.

Traditionally, service management was synonymous with IT. This association wasn't accidental; it was a reflection of the pivotal role IT played in supporting and enabling business operations. However, this IT-centric approach inadvertently created a divide, establishing a 'them' and 'us' mentality between IT and other departments such as HR, payroll, and finance. I recall a particularly telling incident at a company Christmas party, where a finance colleague candidly expressed their frustration with IT. This interaction was a stark reminder of the wider perception problem IT faced: seen not as a partner, but as an impediment.

This realization was the catalyst for a broader reflection on the role of service management within organizations. It became evident that for service management to truly deliver value, it needed to embrace a more inclusive approach, one that saw it as a central function benefiting the entire organization, not just IT. The challenge then was not just about changing perceptions but about reimagining the frameworks and tools that underpinned service management itself.

The emergence of Enterprise Service Management (ESM) marked a significant shift in this direction. ESM embodies the principle that service management should cater to the entire organization, supporting a variety of departments with diverse needs. However, transitioning to an ESM approach requires more than just a change in philosophy; it demands a reevaluation of the tools and systems that facilitate service management.

In my experience, one of the most significant barriers to effective service management across departments has been the reliance on multiple, disparate tools. This approach not only breeds inefficiency but also exacerbates the disconnect between IT and other departments. Each department adopting its own set of tools and processes leads to a fragmented, siloed organization that struggles to collaborate effectively.

The solution lies in adopting a single-platform approach to service management, a strategy that Jira Service Management (JSM) exemplifies. JSM offers a suite of templates, workflows, and capabilities designed to meet the diverse needs of different departments while ensuring the core principles of service management are upheld. By presenting JSM not just as an ITSM tool but as an enterprise-wide service management solution, we can begin to dismantle the barriers that have long hindered cross-departmental collaboration.

In conclusion, the journey towards a more inclusive, organization-wide approach to service management is ongoing. As service management practitioners, our goal should be to facilitate this transition, advocating for tools and practices that foster collaboration, efficiency, and, ultimately, organizational success. JSM represents a significant step forward in this journey, offering a platform that can unify departments under a single service management umbrella. As we continue to evolve our practices, let us remain committed to breaking down the silos that limit our potential, embracing a service management approach that benefits the entire organization.

Watch Adam Jackson present at the Boston Atlassian User Community on March 2024

If you're inspired by Adam Jackson's leadership and approach to Enterprise Service Management and wish to explore how Valiantys can transform your organization's service management practices, we invite you to reach out.