Team Collab

5 Ways Jira Service Management Enhances The Employee Experience

February 29, 2024
Josh Costella

In today’s business world, the employee experience plays an equally important role in the success of an organization as the customer experience. Gartner predicts that by 2024, organizations providing a total experience will outperform competitors by 25% in satisfaction metrics for both the customer and employee.

Why Organizations Struggle with The Employee Journey

However, more often than not, companies struggle to create a positive experience for their employees. Organizations face challenges with how to maintain effective communication, manage tasks efficiently, and keep employee morale high. In fact, poor employee engagement is costing organizations big time.  

Disconnected systems often lead to a cascade of issues, like missed deadlines, project delays, and miscommunication. This especially rings true for distributed teams collaborating across different time zones. The result? A frazzled project team that’s just a few email threads away from complete confusion. 

Empower Teams Across The Enterprise 

What if there was a way to streamline this mayhem? That’s where Jira Service Management comes in. Jira Service Management goes beyond just logging tickets and managing requests. The powerful service management platform creates a seamless flow of work that makes life easier for everyone involved. 

From IT to business teams like HR, marketing, and legal, Jira Service Management brings harmony to the workplace. This is just one of the many reasons why Jira Service Management was recently named as a leading Enterprise Service Management platform

Jira Service Management provides service management capabilities to the entire organization by connecting teams with an easy-to-use, unified platform that improves visibility, cultivates collaboration, and automates workflows. 

The Impact of Jira Service Management on Employee Experience 

Forrester Consulting conducted a Total Economic Impact™ study that examined the benefits, costs, and risks associated with an investment in Jira Service Management. Here are some of the findings from the report about how Jira Service Management generates efficiencies and enhances the employee experience:

1. Improved Service Desk Productivity: The Forrester report found that Jira Service Management reduced ticket volumes by a whopping 10% and cut down agent handling time by 15%​​. That's not just impressive; it's a game-changer.

2. Enhanced End-User Productivity: We’ve all spent ages waiting for IT solutions at some point in our careers. With Jira Service Management, those days are over because 5 minutes are saved with each employee request, which adds up to a lot more time for creativity and innovation​​.

3. Boosted IT Ops Productivity: Jira Service Management doesn’t just solve problems; it prevents them from happening, saving IT Operations about 115 hours per month. That saves teams from having to deal with a lot of unnecessary headaches and gives them time back to focus on more important tasks. 

4. Improved Engineer and Decision-Maker Productivity: Fewer rerouted tickets and better communication mean that engineers and decision-makers can focus on what they do best, which leads to an overall more efficient system​​. According to the Forrester report, engineers, admins, and various team leads saved time with Jira Service Management’s automation capabilities and permission management.

5. Cost Savings and Efficiencies: By retiring legacy ITSM software, companies saved big. We’re talking a total 3-year projected value of $2.0 million​​. ERPA is a great example of a company that reduced costs and improved operational efficiency when it migrated from ServiceNow to Jira Service Management

These are just some of the quantitative ways that Jira Service Management can benefit an organization. Beyond the numbers, Jira Service Management also enables better team performance, scalability, and cross-functional alignment, all of which contribute to boosting overall productivity and delivering high-velocity service​​.

Check out our most recent e-book to learn more about how to build a resilient enterprise with Jira Service Management and the financial impact of Atlassian’s ITSM and ESM platform. 

Your Pathway to a Happier Workplace

The key takeaway here is simple: Jira Service Management isn’t just a platform; it’s a pathway to a happier, more efficient workplace. It’s about giving your employees the tools they need to excel, which in turn drives your business forward. When employees have technology that helps teams complete work with less friction, they have more opportunities to innovate, collaborate, and thrive.

You can’t afford to let your employee experience be an afterthought. With Jira Service Management, you have everything you need to improve the journeys for both employees and customers. 

Ready to start a new chapter in creating positive employee experiences? If you’re not sure where to start, Praecipio can help. As an Atlassian Partner Specialized in ITSM, Praecipio is here to guide you through every step of your journey, from decision-making to deployment. We’ve supported organizations across various industries in building a service management platform that everyone loves, empowering teams across the enterprise to deliver better service. 

Contact us about building a work environment that’s not just functional, but phenomenal.

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