Modernizing Enterprise Service Management: Why the Cloud Is the Catalyst for Scalable, People-First Operations

Enterprise Service Management (ESM) is quickly becoming the go-to operating model for many companies. Originally rooted in IT, the concept behind ESM—bringing employees together on a central platform to resolve issues, collaborate, and deliver services—has spread across business departments to help all teams work in smarter, more efficient ways.

Today, more than half of organizations report using ESM practices outside of IT. Yet many still rely on legacy ticketing systems, email chains, and spreadsheets, which lead to silos, long resolution times, and frustrated employees.

To truly modernize and realize ESM’s full potential, organizations need a cloud-based foundation. Atlassian’s Jira Service Management (JSM) is the tool of choice for companies looking for a cloud-based shared system of work with the flexibility, scalability, and visibility needed to power effective ESM across the enterprise.

In this blog, we’ll explore why the cloud is crucial for modern service delivery and how Jira Service Management, expertly implemented by an experienced Atlassian and cross-functional partner, can power ESM at scale for your organization.

How the Cloud Powers Modern ESM

For ESM to work at its best, it needs to operate on the right infrastructure. The cloud offers benefits that far outpace on-prem systems, including:

• The ability to scale: While on-prem systems typically require you to buy or install upgrades or new modules as your needs grow, cloud-based platforms run on shared infrastructure (like AWS) so you can add users, services, and capacity whenever you need to without creating interruptions or needing to make additional investments.
  
  
• Links seamlessly with development teams: Many development teams are already using a cloud-based solution like Jira Service Management to track service management work. By bringing all teams onto the cloud, the system of work becomes a reality, improving service delivery and empowering teams to work better together.
  
  
• AI-powered efficiency: Cloud platforms offer on-demand access to massive computing power, which is crucial for running AI and supporting automation to reduce manual work and improve productivity.
  
  
• Faster deployment: Cloud solutions can be rolled out quickly, accelerating time-to-value, and built-in updates mean you’re always working with the latest features without having to spend hours on manual maintenance.
  
  
• Built-in security: While many business leaders are often concerned about data security and compliance when moving from on-prem, the cloud can actually provide a more secure environment thanks to features like encryption, access controls, and continuous monitoring built in.
  
  
• Increased ROI: With no need for physical servers, hardware upgrades, or in-house maintenance teams, transitioning to the cloud ultimately reduces infrastructure and maintenance costs, boosting ROI.
  
  
• Easier to access and collaborate: By making service delivery intuitive, consistent, and accessible, cloud-based ESM not only boosts productivity, it creates a better employee experience that supports retention and satisfaction.

Moving to the cloud is a big move for any company, but holding on to outdated systems can bring risks. When processes slow down and teams feel stuck in silos, organizations can’t keep pace with what’s required of them today. The good news is that the right cloud platform—and the right implementation plan—make cloud migration manageable and set companies up with the agility needed to operate with long-term agility and efficiency. 

How Atlassian Cloud Makes Modern ESM Work At Scale

Atlassian Cloud provides a unified system of work that connects teams, automates tasks, and standardizes service delivery. At the heart of this system is Jira Service Management, a flexible, cloud-native solution designed to power ESM seamlessly across the enterprise.

Jira Service Management gives teams:

• A centralized system to manage work and collaborate across teams, without purchasing separate modules for each business unit.
  • Example: Marketing collaborates more effectively with sales on campaign approvals and content requests.
    
    
• A flexible platform with workflows that adapt to how teams work best, making it easy to customize and adjust.
  • Example: Legal builds a scalable knowledge base to ensure best practices and information aren’t lost with turnover or expansion.
    
    
• Built-in, enterprise-grade security that protects sensitive information through mandatory permissions and access controls.
  • Example: HR manages sensitive employee cases through a confidential service desk with role-based permissions.
    
    
• AI-powered assistance with Rovo. Rovo Search pulls information from across company tools to give you instant answers, while Rovo Agents automate tasks and workflows, speeding up resolution times and helping teams focus on what matters most.
  • Example: Facilities use Rovo Agents to automate and manage service requests, like assigning tickets based on technician experience with similar issues, to improve service delivery.
    
    
• Seamless integrations with Atlassian and third-party tools, like Slack and Dropbox, so teams don’t have to waste time switching between systems or tracking down context.
  • Example: Product marketing uses Rovo Search to surface relevant content and updates from Confluence, Slack, and Jira, all in one place.

According to Forrester’s Total Economic Impact™ Report of Jira Service Management, over a three-year period, organizations that have switched to Jira Service Management see a:

• 275% return on investment
• $2.3 million in savings by retiring previous solutions
• $9.5 million in total benefits
• $3 million savings in employee productivity

Partnering With Valiantys For Cloud-Powered ESM

Modernizing service delivery requires a powerful platform, but it also takes the right partner to make sure you get implementation right.

When you work with Valiantys, you get:

• A tailored Cloud Transformation Assessment. We take a deep dive into your current systems and goals to create a structured cloud migration and ESM roadmap that aligns with business goals, minimizes disruption, and maximizes ROI.
  • One large financial services company saw a 90-day payback on their investment and saved $1 million annually after switching from ServiceNow to Jira Service Management with Valiantys.
    
    
• Deep Atlassian and cross-functional expertise. Whether you’re customizing Jira Service Management for HR, legal, finance, or IT, Valiantys ensures every team gets value from the platform.
  • A capital markets firm cut costs by 80% and boosted user satisfaction in just two months after their Jira Service Management rollout with Valiantys.
    
    
• Training and support. Valiantys provides everything your teams need, from ongoing support to managed services, to ensure your tools continue to work for you.

Ready to modernize ESM?

As an Atlassian Platinum Solutions Partner and 12x Atlassian Partner of the Year, our team can help you unlock scalable, cloud-native service delivery in as little as 90 days. Contact us today to get a personalized assessment and roadmap.