Enterprise Service Management
Modernizing Service Delivery Across Every Department
ANB designs, implements, and operates Jira Service Management programs for organizations that can’t afford a stalled rollout. One accountable team, from business case to steady-state.
WHY ENTERPRISE SERVICE MANAGEMENT MATTERS
What’s slowing your service delivery?
As organizations grow, service delivery often becomes fragmented across teams, systems, and processes. Employees and customers are forced to navigate disconnected tools, manual workflows, email-based requests, and inconsistent support experiences — making it difficult to maintain efficiency, visibility, and accountability at scale. Growth outpaces process; these are the four patterns we see most often before an ESM engagement begins.
Siloed teams
IT, HR, facilities, and legal teams run separate queues with no shared visibility into requests or priority.
High-cost platforms & maintenance
Legacy tools carry rising license and maintenance costs that outpace the value they deliver.
Slowing innovation
Legacy processes and accumulated technical debt delay automation and AI adoption.
Complexity outgrowing the platform
What worked for IT alone starts to break down the moment other teams get added.
HOW WE SEE IT
Service management for all teams.
Atlassian built Jira Service Management to scale service experiences across every team — IT, HR, facilities, engineering, and beyond — not just the help desk. It’s why ANB standardizes ESM engagements on JSM: spin up a service desk with ease, manage every request in one place, and automate support interactions with AI. Atlassian has since united JSM under Service Collection, connecting service teams enterprise-wide to deliver consistent experiences for employees and customers — the same outcome ANB’s Accelerator is built to get you to faster.
IT Support · Engineering Support · Employee Support · IT Operations · HR Service · Facilities
Standardized service delivery
One request, workflow, and SLA engine for every team instead of five separate tools.
Cross-team collaboration
Shared visibility so IT, HR, and business teams stop working from separate queues.
24/7 AI self-service
AI agents instantly answer employee questions, drawing on your existing knowledge base.
AI that closes knowledge gaps
AI keeps spotting gaps and drafting new articles, so self-service keeps getting better.
Dev + Ops, one platform
Shared visibility lets Dev ship fast while Ops retains oversight to approve changes safely.
Detect fast, resolve faster
AI groups related alerts, escalates to an incident, and surfaces the right people and runbooks.
WHAT WE DELIVER
Enterprise Service Management Services
From strategy through managed services, we deliver end-to-end Enterprise Service Management services powered by Jira Service Management and ANB High-Velocity Accelerators.
01. Strategy & Roadmap
Assess current capabilities, define the target operating model, prioritize initiatives, and establish a roadmap for transformation.
02. Service Design
Design enterprise service processes, workflows, service catalogs, governance, and operating models aligned to business objectives.
03. Platform Implementation
Configure and deploy Jira Service Management using leading practices, automation, and ANB High-Velocity Accelerators.
04. Adoption & Enablement
Drive user adoption through role-based training, change management, knowledge transfer, and operational readiness.
05. Managed Services & Optimization
Provide ongoing platform administration, continuous optimization, governance, enhancements, and managed support to maximize long-term value.
OUR EXPERTISE
Enterprise Service Management Solutions
AI-powered Enterprise Service Management solutions built on Jira Service Management and accelerated by ANB High-Velocity Accelerators.
IT Service Management (ITSM)
Modernize IT operations with AI-assisted incident, request, problem, change, and knowledge management, delivering faster resolution, automation, and exceptional employee experiences.
Human Resources Service Management (HRSM)
Transform HR service delivery through intelligent case management, employee onboarding and offboarding, self-service, and knowledge-driven support.
IT Asset Management (ITAM) & CMDB
Gain complete visibility into hardware, software, cloud assets, licenses, and configuration items (CIs) with intelligent asset lifecycle management and an integrated CMDB.
Security Operations (SecOps)
Accelerate security operations with AI-assisted incident response, vulnerability management, access governance, threat triage, and automated security workflows.
Customer Service Management (CSM)
Deliver exceptional customer experiences through AI-powered virtual agents, intelligent routing, omnichannel support, SLA management, and customer insights.
Platform Migration & Modernization
Accelerate migrations from ServiceNow, Freshservice, Zendesk, Ivanti, and BMC using ANB High-Velocity Migration Accelerators, proven methodologies, and best practices to reduce risk and accelerate time-to-value.
MORE THAN AN IMPLEMENTATION PARTNER
Why Leading Organizations Choose ANB
ANB helps organizations transform service delivery through strategic planning, expert implementation, and ongoing optimization.
Atlassian Expertise
Atlassian Gold Solution Partner with Specialized service management expertise.
Proven Experience
Successful implementations across industries and departments.
Accelerated Value
Proven frameworks and accelerators to deliver faster time to value.
End-to-End Partnership
From strategy to managed services, we’re with you every step of the way.
Public Sector & Enterprise Focus
Experience delivering secure, compliant solutions for public sector and enterprise organizations.
Customer-Centric Approach
We focus on adoption, outcomes, and long-term success.
Accelerating Enterprise Service Management Transformation
ANB High-Velocity Accelerators combine proven methodologies, reusable intellectual property, and AI-enabled best practices to accelerate every phase of your Enterprise Service Management journey. Built from hundreds of successful engagements, our accelerators reduce delivery risk, shorten implementation timelines, and help organizations realize value faster.
ITSM Accelerator · HRSM Accelerator · ITAM Accelerator · SecOps Accelerator · CSM Accelerator · Migration Accelerator
Built on Four Core Pillars
Process
Optimize service delivery with proven process frameworks aligned to industry standards, Atlassian leading practices, and ANB’s real-world implementation experience.
Platform
Accelerate deployment with pre-engineered Jira Service Management configurations designed for scalability, governance, automation, and long-term success.
People
Drive user adoption through engaging service experiences, structured enablement, and organizational change strategies that maximize business value.
Data & Migration
Accelerate migrations with proven data architecture, governance, and pre-built migration accelerators for ServiceNow, Freshservice, Zendesk, Ivanti, BMC, and other legacy platforms.
Reduce cost. Respond faster. Work smarter with AI.
RECOGNITION & CREDENTIALS
Atlassian-certified, migration-ready
Atlassian Gold Solution Partner
Certified partner status across the Atlassian ecosystem.
Service Management Specialized Partner
Atlassian’s dedicated specialization for JSM/ESM delivery.
Public Sector & Enterprise Experience
Secure, compliant delivery for regulated and large-scale organizations.
Certified Migration Paths
Prebuilt data-import templates from leading legacy platforms.
Migrating from:
ServiceNow → JSM
Freshservice → JSM
Zendesk → JSM
Ready To Modernize Enterprise Service Delivery?
Whether you’re transforming IT, HR, customer service, facilities, or enterprise operations, ANB can help you build a scalable service management strategy powered by AI and automation.
