A central open service platform for even faster employee and customer support: Jira Service Management (JSM) takes teams' business processes to the next level.
Whether you work in software development, IT or other departments – Atlassian's ITSM solution offers the entire service palette for optimal support: a self-service portal, an intuitive service desk and comprehensive reporting. This way, Jira Service Management comes along with all the features needed to handle requests at top speed.
Suitable for any enterprise size and industry, Jira Service Management provides valuable tools to support your service and business processes. It enables teams from all departments to deliver excellent service quickly, make work transparent and optimize workflows between development, IT, and business teams. For example, digital services can be stored in a knowledge database, problem and incident reports can be resolved in an ITIL-compliant manner and cross-departmental processes can be processed in a structured manner. The flexible ITSM solution adapts to the requirements of any ITSM environment with the help of adaptive workflows, automation options, and numerous integration options. And thanks to its mobile application, JSM is also easy and convenient to use on the go.
Jira Service Management includes common ITSM practices such as request, incident, problem, change, and configuration management. These practices can be standardized across the enterprise, increasing the scalability of processes. Another plus: they enable the implementation of all services in the Jira management process. The sophisticated user management and the ready-made ITIL workflows also contribute to the scalability of all services. And interfaces to other Atlassian products such as Jira Software ensure error-free end-to-end services across departments.
This way, Jira Service Management reduces the number of emails, creates clarity and traceability of support requests, and enables the automation of processes.
Jira Service Management supports teams with adaptable procedures, an open platform, and optimized workflows that create efficient working processes between development and operations. The following fields of functions are covered by Atlassian’s ITSM solution:
Tasks can be managed across teams on the same service desk, so customers and employees will quickly get the help they need. A self-service portal provides the first point of contact for self-help. Request queues that combine tickets from e-mails, chat programs, service desks, and other channels, as well as a listing of all service level agreements, provide an organized overview of all requests. This promotes the successful processing of tasks in a timely manner.
Tasks can be managed across teams on the same service desk, so customers and employees will quickly get …
Thanks to JSM, Dev and Ops teams work more closely together and thus respond to problems more quickly. Teams can communicate easily and quickly across multiple communication channels and address incidents promptly by centering as well as filtering alerts from all monitoring, logging, and CI/CD tools. Automations help with this and contribute to efficient investigation and resolution of issues.
Thanks to JSM, Dev and Ops teams work more closely together and thus respond to problems …
With Jira Service Management teams can group incidents into problems, drive root cause analysis, and document problem resolutions. By grouping and linking incident tickets, you can identify recurring issues, determine their scope, minimize their impact, and counteract them in the future.
With Jira Service Management teams can group incidents into problems, drive root cause analysis, and …
To improve and accelerate the evolution of services and products through automation, JSM provides IT operations teams with comprehensive contextual information from all software development and infrastructure tools. This helps them make well-considered decisions and minimize risks. Teams can also access risk assessments of changes, for example using an engine based on Jira Automation. This also applies to configurable workflows for approvals and integration with Bitbucket Pipelines or other CI/CD tools to keep track of changes without having to create a manual request for this.
To improve and accelerate the evolution of services and products through automation, JSM provides …
With Insight integration, teams can manage any asset (unlike its CMDB predecessors) thanks to its flexible and open data structure. The integration gives you an overview of all infrastructure dependencies, allowing you to quickly resolve incidents and reduce the impact of changes. This way, responsibilities, and lifecycles can be tracked efficiently and costs can be reduced.
With Insight integration, teams can manage any asset (unlike its CMDB predecessors) thanks to its flexible and …
Jira Service Management helps you keep track of the infrastructure that supports your applications and services. Through this, you can identify dependencies between configuration items or assets and services. At the same time, you can make predictions about the impact of changes so your DevOps teams are able to identify risks and fix bugs in a timely manner.
Jira Service Management helps you keep track of the infrastructure that supports your applications and …
The self-service portal enables many requests to be resolved without the need for in-person support. Customers and employees can find help on common issues and dig deeper into the topics provided using articles and playbooks from the knowledge base. This promotes collaboration in various teams – even beyond ITSM departments.
The self-service portal enables many requests to be resolved without the need for in-person …
Jira Service Management is offered as a Data Center and a Cloud version. We will be happy to advise you on both operating models and work closely with you to determine the optimal Jira Service Management version for your requirements and your company. Just contact us or make an appointment directly with our CSO Christopher Mohr – we look forward to helping you.
Jira Service Management gives you service management that scales alongside your team. With the open, collaborative platform, you can track all tasks across the organization – including your service level agreements, which can be more easily monitored and met. In addition to this, you can link tasks in Jira and pull in data from other developer tools. This gives your IT support and operations teams detailed contextual information and enables them to respond quickly to requests, incidents, and changes.
Jira Service Management gives you service management that scales alongside your team. With the open …
Jira Service Management is extremely flexible and adapts to your needs. Every team – from IT to Human Resources to Legal – can quickly set up their individual service desk as they see fit and continuously adapt it in a scalable way. At the same time, the flexibility to work across the entire organization is maintained. In addition, by integrating Jira Service Management Connect with your favorite software tools, custom add-ons can be set up using Atlassian's REST API to optimize your individual service desk.
Jira Service Management is extremely flexible and adapts to your needs. Every team – from IT to Human …
Keep risks under control with a complete audit trail of every change. With this, you can accelerate key development tasks, minimize unnecessary effort, and easily implement changes.
Keep risks under control with a complete audit trail of every change. With this, you can …
Jira Service Management allows you to create dynamic forms and checklists without code or custom fields. You can easily add these to your customer service portals and requests for added clarity.
Jira Service Management allows you to create dynamic forms and checklists without code or …
With Jira Service Management, all teams have a central source of information from which they can export data and create comprehensive reports. This facilitates control, creates an organized overview, and provides real-time status quo across the organization. In addition, the reports and metrics provide valuable input for monitoring and optimizing teams.
With Jira Service Management, all teams have a central source of information from which they can export …
Want to add value faster than ever before? Read our factsheet to learn how the additional features of Jira Service Management in the cloud (including end-to-end incident management and powerful no-code automation) can help you do just that.
Do you want to know more about Atlassian Jira Service Management? Then get in touch with us now. We have the answers to your questions and help you with the
