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Learn about the IT service management template

The IT service management (ITSM) template is pre-configured for common ITSM practices. Designed specifically with IT teams in mind, the ITIL practices embedded into the navigation help funnel requests into their relevant category. These categories contain specialised features to help break down silos between teams, while facilitating high-velocity service management.

In addition to the capabilities of other service project templates, such as a request portal, service catalog, queues, and SLAs, the ITSM template also provides a number of dedicated features for incident, change, and problem management.

Modern incident management, powered by Opsgenie

All Jira Service Management plans come with on-call scheduling, alerting, incident swarming, and more – powered by Opsgenie, another Atlassian product. These features seamlessly integrate with your service project, allowing you to instantly let the right people know about critical issues while giving them the context they need to take action. Connect Opsgenie with Jira, Bitbucket, and Confluence to orchestrate the entire, end-to-end incident resolution process across development and IT operations teams.

If you’re already using a service project that was created in Jira Service Management (formerly Jira Service Desk), you can enable Opsgenie features by adding Alerts and On-call to your sidebar navigation. If you’re creating a new project, you can use these features by creating a new ITSM project. If you have separate licenses for Opsgenie and Jira Service Management, consider merging Opsgenie with Jira Service Management.

Change management, built for the DevOps era

Creating change requests in Jira Service Management helps your teams make smarter decisions around changes to services by giving them contextual information from software development and infrastructure-related tools. Lighten the load and work more efficiently with automated change risk assessments, advanced approval workflows, the change calendar, and integrations with CI/CD tools like Bitbucket Pipelines, Jenkins, and CircleCI.

Asset and configuration management

Fully-integrated asset and configuration management powered by Insight is available on premium and enterprise plans. Teams can track their assets, configuration items, and resources to understand and visualise the critical relationships between applications, services, their underlying infrastructure, and other key dependencies. Learn more about using Insight in Jira Service Management

Intuitive service experiences

This agent experience makes it easier to categorize service requests, incidents, problems, and changes. Features such as bulk actions and machine learning capabilities help your agents work smarter by intelligently grouping similar requests.

Coming soon

Conversational ticketing capabilities through an integration with Halp.


Explore the other available templates in Jira Service Management.

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