25. 05. 2023 Elena Valgoi Atlassian, Service Management

Enterprise Service Management — Verona Event

On May 18th, an event organized by Würth Phoenix and sponsored by Atlassian was held in Verona. The event was targeted at both new companies and existing customers who were interested in leveraging the Atlassian solutions.

The afternoon session focused on providing participants with valuable insights into Enterprise Service Management (ESM), a highly relevant topic at the moment, and the tools that can effectively facilitate these processes.

Given the rapidly evolving business landscape, advancements in technology, and the increasing expectations of customers, companies must adopt a mindset of business agility, and ESM represents a solution for companies striving to maintain competitiveness in the market.

Enterprise Service Management extends the principles of IT Service Management (ITSM) to enable better service delivery for business teams like Human Resources (HR), legal, facilities, marketing, and finance. An example is HR managing requests for employee onboarding.

Enterprise Service Management takes the advantages introduced by ITIL in the ITSM and extends them outside IT, using already mature solutions like Jira Service Management.

The afternoon continued with two customers who shared their experience with ITSM and the Atlassian solutions. Although the natures of these companies are considerably different, they both found a solution to their challenges within the Atlassian platform.

The first speaker, Piero Giacomelli from Fidia Farmaceutici, a company that operates across various therapeutic areas, is present in over 100 countries, and holds more than 1000 patents for hyaluronic acid. Fidia Farmaceutici decided to throw out their outdated ticketing system due to its failure to meet the company’s evolving requirements and integrate seamlessly with other systems, replacing it with Jira Service Management. They recently started to onboard all assets and plan to introduce new Jira workflows for the asset request approval. Fidia is also working on expanding the project to other departments.

The second speaker was Daniele Brognara, IT manager of Gritti Energia. Gritti Energia has been operating in the energy sector since 1959, covering all aspects of the energy supply chain, including procurement from international markets, transportation, distribution, and end customer sales. The company used inadequate tools and recognized the need to change internal processes. Consequently, they first introduced ITIL and Agile practices and later adopted Jira Service Management as their primary solution to support their operations. The results have included enhanced control over all assistance phases, reduced workload due to improved efficiency, and improved customer satisfaction.

The event was an occasion to discuss Enterprise Service Management and its benefits and challenges. If you’re interested in knowing more about them, you can read the article here or contact us for a demo!


Würth Phoenix is an IT and consulting company belonging to the Würth Group, with over 20 years of international experience.
We are an Atlassian Gold Partner and our team of ITIL, Agile and Prince2 certified consultants helps enterprises in their Agile and digital transformation process.

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Elena Valgoi

Elena Valgoi


Elena Valgoi

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