Reading, UK
+44 11893 23001

Service Management in Regulated Industries

We combine the power of Jira Service Management (JSM) with Confluence and the Atlassian Marketplace app, Workflows for Confluence, to embed a secure, compliant, and scalable Service Management solution.

With this solution offering, you’ll unlock faster delivery, stronger governance, and smarter service experiences - without compromising on regulatory obligations.

Service management that meets your compliance demands

In highly regulated industries, such as the finance, telecoms or pharma, traditional ITSM tools often fall short of governance needs. This dedicated solution addresses this gap – helping organisations like yours to enhance service delivery while maintaining full auditability, accountability, and compliance alignment.

Here’s what you can achieve:

Clear service definition
Clear service definition
Ensure consistent, regulator-ready delivery with a central catalogue with SLAs and OLAs
Document control
Document control
Control content publication and change tracking via the Workflows for Confluence app
Rigorous governance
Rigorous governance
Built-in approval checkpoints and segregation of duties
Compliance dashboards
Compliance dashboards
Custom views monitor adherence to internal policies and external regulations
Efficiency at scale
Efficiency at scale
Document services and workflow in Confluence and securely implement in JSM
Transparency
Transparency
Track every service interaction, ensuring audit readiness for FCA/PRA, SOX, GDPR, ISO 27001, and pharma GxP

Spotlight on the Workflows for Confluence app

For IT Managers and Heads of Service Delivery, compliance is often seen as a blocker. But with the right service management foundation, it can become a competitive advantage.

Workflows for Confluence is a key app in your Atlassian toolkit, providing rigorous document control:

  • Build custom workflows aligned with your compliance requirements
  • Closely manage your documentation review process, with multi-stage approvals, automated actions and a comprehensive audit trail
  • Ensure only approved documentation is shared and published in line with regulatory requirements, with custom publishing workflows
  • Created by AC’s Atlassian award-winning app development team, AppFox
  • Included in this Service Management in Regulated Industries solution offering

How do we make it happen?

Curated by our specialists in service management for regulated sectors, this solution includes:

Collaborative workshops and use-case analysis

We'll identify compliance and governance priorities to shape your service management model

Integration with Confluence and Workflows for Confuence app

Define services, document workflows, and manage approvals in a controlled environment

Specialised JSM healthcheck

Evaluate your current setup against industry regulations and best practice, and optimise accordingly

Audit-ready workflows

Record every service interaction with approval checkpoints built in

Tailored JSM configuration

Align workflows to frameworks such as ITIL®, ISO 27001, SOX, FCA/PRA, or pharma GxP

Compliance dashboards and catalogues

Monitor policies, SLAs, OLAs, and regulatory adherence in one place

Bespoke onboarding and training packages

Equipping your teams to operate within governance and compliance guardrails

Optional ongoing support

Delivered by our Managed Services team, experienced in supporting teams in regulated environments

CLIENT SUCCESS

"AC exceeded my hopes of what I expected during the consultancy from them. They were very professional and knowledgeable… and were able to make recommendations that have made clear improvements to our working practices. I look forward to working with them in the future!"

IT Support Engineer, Leading Automotive Marketplace

Why trust AC to elevate your Service Management and maintain compliance?

Whether you’re handling sensitive customer data in financial services, meeting telecoms data sovereignty requirements, or managing pharma GxP documentation, you need an Atlassian Solution Partner who gets to the core of your objectives, assesses your challenges, and delivers a tailored solution.

With years of experience guiding global organisations to proven long-term success across the Atlassian System of Work, AC employs a holistic, outcomes-orientated approach:

Independent consultancy, renowned for bespoke and creative solutions

Atlassian Platinum Solution Partner and Service Management Specialized

Highly experienced and skilled team, with multiple Atlassian certifications and specializations

Over two decades harnessing extensive ITSM Cloud, Agile and DevOps experience

Strong network of strategic partners, including AWS, Databricks and Retool

Global blue chip client base of 600+ customer organisations

Our accreditations

Ready to discover innovative Service Management in regulated industries?

Book your 30-min free consultation with one of our Atlassian and ITSM experts now!