Enterprise Service Management takes the proven service management model from IT and extends it to every team in your organization. One platform, one service experience, every department. Oxalis has practiced ESM since our inception and implements it for complex organizations across regulated industries.
Trusted by complex organizations extending service management enterprise-wide
HR uses email, Legal uses SharePoint, Facilities uses a ticketing system from 2009, IT uses JSM. There's no unified service experience, no consistent accountability, and no way for leadership to see what's actually happening across the organization.
The average employee spends 7.6 hours per week searching for information they need to do their job. Without a structured knowledge base, that time is wasted — and when people leave, the knowledge leaves with them.
When HR updates an onboarding process or Legal changes a contract review workflow, there's no change management — stakeholders aren't notified, procedures aren't documented, and teams revert to old habits.
Without a service catalog and structured intake, requests arrive over Slack, email, and hallway conversations. Nobody knows what's pending, what's overdue, or who's responsible.
Finance, Legal, and HR all have regulatory obligations that require documented workflows, audit trails, and approval records. Without structured service management, compliance evidence is assembled manually and inconsistently.
There's no data on service volumes, SLA performance, or interdepartmental bottlenecks — making resource allocation and process improvement decisions impossible.
Oxalis implements ESM using Jira Service Management and IFS Cloud, bringing structured knowledge management, service request management, change management, problem management, and workflow automation to every team in your organization.
Platform Partner
Atlassian JSM is the foundation of enterprise service management. Each department gets its own service portal and catalog all unified under a single platform. Employees submit requests through a consistent portal, find answers in a knowledge base before they even submit, and track status in real time. Oxalis configures JSM for each department's actual workflows: service catalog design, knowledge base architecture, SLA configuration, automation rules, change management workflows, and approval routing.
Platform Partner
For organizations running IFS Cloud, enterprise service management connects service delivery to physical operations. IFS ESM extends the service catalog to asset management, field service, and maintenance workflows — bridging IT and operational service for organizations where the two can't be separated. Oxalis configures IFS ESM for regulated industries where service requests are tied to physical assets, compliance obligations, and field operations.
Professional Services
ESM implementations fail when they mirror existing broken processes in a new tool. Oxalis designs the service catalog, knowledge base, and workflows from scratch, around what each department actually needs, not what was inherited from a legacy system. We provide structured change management and training for every department onboarded, and we stay in the engagement to track adoption, measure service performance, and tune the program as the organization evolves.
Outcomes from Oxalis implementations across asset-intensive regulated industries.
Eliminated Cherwell licensing overhead.
Enhanced compliance with tailored maritime regulatory workflows.
Success led Titan Acquisition Holdings to extend the rollout to additional shipyards.
Organizations implementing structured knowledge management with Confluence report measurable reductions in time lost to searching.
Industry benchmark: 7.6 hours per week per employee eliminated through self-service knowledge base and request deflection.
Oxalis has run HR, Legal, Finance, Marketing, and IT on JSM and Confluence since founding.
Every team operates from a unified service portal with documented SLAs and a structured knowledge base — the same model we implement for clients.
We typically start with a two-hour discovery conversation to understand your current state, your constraints, and what you're trying to solve. If there's a fit, we'll tell you what that looks like concretely.
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