Jira Service Management 
Jira Service Management has everything you need for efficient user service. It is a modern, collaborative tool that allows you to provide fast support services inside and outside the organization. Moreover, it lets you serve your customers without purchasing endless stream of licenses – the service desk users need neither an account nor a Jira license to submit a request!
Are you looking for a solution compliant with good ITSM practices, which will combine a portal that allows users to create notifications, an SLA measurement tool for the support department, and the company’s knowledge base?
Jira Service Management offers a comprehensive solution for your service management needs. It provides a user-friendly interface for your customers, complete with self-service capabilities, while your service desk operators continue to enjoy all the advanced features and benefits of Atlassian Jira.
This versatile and powerful tool is designed to enhance service management across various domains. It delivers robust features and capabilities to support efficient service delivery and boost overall organizational productivity.
Clients confirming the quality of Atlassian tools
ITSM Features
Service Request Management
Service Request Management in Jira Service Management is designed to streamline the process of handling various types of service requests efficiently and effectively. This feature enables organizations to provide a high level of service to their customers and internal teams by managing and automating the entire lifecycle of service requests. Here’s an overview of its key components and benefits:
- Centralized Request Portal
- AI-powered virtual agent
- Self-Service Options
- SLA Management
Incident Management
Incident Management in Jira Service Management is designed to help organizations respond to and resolve incidents quickly and efficiently. This feature is critical for maintaining service uptime and ensuring a smooth user experience. Here’s an overview of its key components and benefits:
- Alert and On-Call Management
- Escalation of Major Incidents
- Awareness and Communication
Problem Management
Problem management is crucial for uncovering and comprehending the root causes behind incidents, ensuring the most effective methods are employed to eliminate them. Simply restoring service may resolve an incident momentarily, but without addressing the underlying causes and contributing factors, the issue persists. Here are some key aspects of Problem Management within Jira Service Management:
- Problem Logging
- Identification of Root Causes
- Problem Resolution
Change Management
Change Management in Jira Service Management involves the systematic approach of managing changes to IT systems, applications, configurations, or processes in order to minimize the risk of disruptions and ensure that changes are implemented efficiently and effectively. Here are key aspects of Change Management within Jira Service Management:
- Change Request Management
- Risk assessment
- Change Approval
Asset Management
Asset Management in Jira Service Management involves the systematic management of physical and digital assets throughout their lifecycle within an organization. Here are key aspects and functionalities of Asset Management in Jira Service Management:
- Asset Tracking
- Asset Discovery
Configuration Management
Configuration Management in Jira Service Management refers to the systematic management of configuration items (CIs) throughout their lifecycle to ensure that accurate and reliable information is available for effective decision-making and operational support. Here are the key aspects and functionalities of Configuration Management in Jira Service Management:
- Dependency Mapping
- Infrastructure Discovery
Knowledge Management
Knowledge Management in Jira Service Management revolves around creating, managing, sharing, and utilizing knowledge to support efficient service delivery and enhance customer satisfaction. Here are key aspects and functionalities of Knowledge Management in Jira Service Management:
- Self-Service Portal
- Knowledge Article Lifecycle Management
- Atlassian Intelligence answers
Jira Service Management, Atlassian’s comprehensive service management solution, is tailored to enable teams of all kinds to operate at high velocity. It achieves this by empowering teams to deliver exceptional service quickly, enhancing visibility into work processes, and facilitating the seamless flow of work among development, IT, and business teams.
Powerful Integrations
Application Area
Engineering support
Engineering teams use Jira Service Management to handle technical queries, report bugs, and request features. It integrates with tools like Jira Software and Bitbucket, linking support tickets to development tasks and code repositories for streamlined issue tracking and resolution.
IT operations
IT operations teams oversee and maintain IT infrastructure using Jira Service Management. They schedule and track maintenance, handle incidents, and manage changes, ensuring smooth IT services with visibility into tasks and integration with monitoring tools.
Jira Service Management is a game-changer for service delivery. It seamlessly integrates with various teams, boosting visibility and workflow efficiency. Built on the robust Jira platform, it excels in managing service requests, incidents, problems, changes, knowledge, assets, and configurations. It’s a top choice for IT support, engineering support, marketing management, employee support, and IT operations.
Our experience with Jira Service Management
Over 10 years of experience. Over 200 successful implementations. Dozens of different uses.
Do you want to know how do we implement Jira Service Management in other organizations? Visit the Case Studies page, and – more specifically – the case study about Building a Workflow and Process for Service Desk and Problem Management Integration.
