The Atlassian Approach to Enterprise Service Management

Executive summary

Modern ESM practices unify service delivery on a common platform, break down functional silos, and empower teams across HR, facilities, legal, finance, procurement, and other departments to collaborate, automate, and deliver exceptional service at scale. With the integration of AI, low‑code/no‑code tooling, and unified service portals, ESM helps organizations work smarter—not harder—on their path to digital transformation and better employee experiences.

Atlassian’s Service Collection brings this vision to life, making ESM truly out‑of‑the‑box.This approach isn’t theoretical. Atlassian’s own teams—from HR onboarding to customer support to procurement—use Service Collection every day to orchestrate complex, cross‑functional workflows, create unified “one‑stop shops” for employees, and harness AI to improve both efficiency and the human experience of getting help. Thousands of customers across industries are doing the same, applying ESM to everything from new‑hire onboarding and facilities management to high‑volume customer support and vendor management.

This paper is designed to help you understand what ESM is, why it matters now, and how Atlassian’s approach can work in practice for your organization. We’ll start by defining Enterprise Service Management and the market trends shaping it, then unpack Atlassian Service Collection and its out‑of‑the‑box capabilities. From there, you’ll see real‑world examples of how Atlassian teams and customers use these tools to improve employee and customer experiences, streamline operations, and realize measurable ROI. We’ll close with practical next steps and resources so you can evaluate, pilot, and scale ESM within your own environment.