Jira Service Management services

Visibility of all tasks: Jira Service Management gives you service management that scales alongside your team. With the open, collaborative platform, you can track all tasks across the organisation – 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.

Fast and flexible: 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 organisation is maintained. In addition, by integrating Jira Service Management Connect with your favourite software tools, custom add-ons can be set up using Atlassian's REST API to optimise your individual service desk.

Dev and Ops connectivity: Keep risks under control with a complete audit trail of every change. With this, you can accelerate key development tasks, minimise unnecessary effort, and easily implement changes.

Smart forms: 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.

Comprehensive reporting: 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 organisation. In addition, the reports and metrics provide valuable input for monitoring and optimizing teams.

Yes, Opsgenie, Atlassian's modern incident management platform, is included in Jira Service Management. It aids in effective alerting, on-call scheduling and incident swarming, ensuring quick resolution of IT issues.

Setting up Jira Service Management involves configuring projects, workflows, and request types. For larger enterprise setups, collaboration with a specialized Atlassian Partner can help optimise the configuration to your specific needs.

Absolutely, JSM is versatile and can be used by non-IT teams like HR, Legal, and Marketing for service request and task management. Its intuitive interface and configurable workflows make it adaptable to various business needs.

Jira Service Management is available as a cloud-based solution, and also as data center deployment. This flexibility caters to the needs of businesses with varying infrastructural requirements.

Jira Service Management follows a user-tier pricing model, with costs varying based on deployment option and user count. As an Atlassian Partner, we will help optimise your licensing, manage co-terming, and enhance cost-effectiveness.

Task management: 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.

Incident management: 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.

Problem management: 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, minimise their impact, and counteract them in the future.

Change management: 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 minimise 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.

Asset management: 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.

Configuration management: 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.

Knowledge management: 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.

End-to-End Incident Management: opsgenie is tightly integrated with Jira Cloud, enabling your Dev and ITOps to quickly respond to incidents or link directly to corresponding Jira tickets.

Integrated change management: project management in the cloud lets you respond directly to business changes, enhanced with a new change risk assessment engine.

Improved SaaS integrations: in Jira Cloud, numerous SaaS integrations enable faster and more unified enterprise-wide work, such as Figma, Dropbox smartlinks, Boom, or better Slack integration.

Integrated asset and configuration management: mindville Insight in Jira Service Management Cloud enables teams to manage any assets or CIs using a flexible data structure – even beyond IT, for example in Human Resources, Sales, Legal and many more.