This document explains why traditional IT service management (ITSM) models are failing and proposes a shift to a modern, agile, and value-oriented approach. It highlights common pain points like siloed departments, lack of visibility, and high costs from legacy tools.
The text presents Jira Service Management (JSM) as the solution, built on four core pillars: a single, unified platform for all teams (IT, HR, legal, etc.), intelligent automation that frees teams from repetitive tasks, confident scaling in the cloud, and a model that can be extended across the entire business. It cites data from Forrester and McKinsey, showing a 277% ROI over three years and a quick implementation time, demonstrating JSM's tangible economic benefits.
Through testimonials from companies like C&A, JKU Linz, and the City of Göttingen, the document showcases how JSM has improved collaboration, user experience, and operational efficiency. The text includes a practical self-assessment checklist for companies to identify their pain points and a visual "Getting Started" plan for a successful implementation. It concludes by positioning catworkx as a strategic partner with deep expertise in implementing and optimizing JSM, recognized as an Atlassian Partner of the Year 2024–2025.