Jira Service Management – What You Need to Know

November 9, 2020

JSM (Jira Service Management) is a game changing play by Atlassian to retire JSD as a standalone product and replace it with a more comprehensive overall capability to support the full ITIL spectrum.

  • This is mainly a cloud initiative to start with Data Center later this year
  • Opsgenie and Automation for Jira are being rolled in now with Insight (CMDB) coming soon
  • New templates and a focus on Incident and Change Management with a built in service registry

As Atlassian broadens its overall ITSM solution capability, the stark contrast in price and functionality between JSM (Jira Service Management) and legacy offerings such as Service Now can only become clearer.

Jira Service Management represents the next generation of Jira Service Desk. In addition to all the rich capabilities in Jira Service Desk that over 25,000 customers already know and love, Jira Service Management delivers:

Modern incident management, powered by Opsgenie: Atlassian included on-call scheduling, alerting, incident swarming, and more from the Opsgenie product in all cloud plans of Jira Service Management. They also built deeper integrations with Jira Software, Bitbucket, and Confluence, so you can seamlessly orchestrate incident resolution processes that span development and IT operations teams.
Change management, built for the DevOps era: Your teams can make smarter decisions around changes to services, with richer contextual information – from both your software development as well as infrastructure-related tools with deep integrations with popular CI/CD tools like Bitbucket Pipelines, Jenkins, and CircleCI.
Intuitive, amazing service experiences: Atlassian has redesigned the agent experience to better categorize your service requests, incidents, problems, and changes.

We invite you to our news breaking webinar Miles Faulkner and George Spalding will discuss the evolution of ITIL 4. Its been nearly a year now since we had Troy DuMoulin with us to discuss velocity across the enterprise and we wanted to revisit ITIL4’s progress to date. We’re also excited about the launch of Jira Service Management, Atlassian’s combined solution for ITSM solutions.