PONSATLAS · Prepared by Ponsatlas

Project, work and service management: ITSM and ESM

Bring projects, everyday work and service requests into a clear, traceable way of working.

Who is this for?

For project and PMO teams, IT, HR, finance and functions serving internal or external customers.

How do we work?

We first review who provides each service, where requests arrive and where work waits. We clarify owners, priorities and decisions, then configure tools such as Jira, Jira Service Management and Confluence around the need.

What can the work include?

Project management standards and PMO setup support
ITSM: managing IT services, requests, incidents and changes
ESM: applying service management to HR, finance and other functions
Service catalogues, request channels and response expectations
Current knowledge, reporting, training and continuous improvement

Scope and responsibilities

Services, roles, tools, access permissions and measures are agreed together. Taking responsibility for project management and custom development are scoped explicitly.

Questions before we start

How do ITSM and ESM differ?

ITSM manages IT services. ESM extends service management practices to functions such as HR and finance.

What is a PMO?

A Project Management Office coordinates project priorities, responsibilities, reporting and governance.

Related services

Executive mentoring for founders and C-level leaders Project management, FDE and PMO support Custom business solutions and AI-native SDLC Make Work Visible workshop Rovo, Teamwork Graph and organizational context Atlassian licensing and renewal support Developer experience: DevEx, Git and software delivery Atlassian training Atlassian Check Up

Contact us

We review enquiries and respond within one business day.