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Learn about the IT service management template

Jira Service Management has a variety of project templates to help teams get set up quickly by creating projects tailored to a specific team or use, such as HR, facilities, or general services. These templates include pre-configured request types, workflows and other features relevant to their type.

The IT service management (ITSM) template is pre-configuration 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 extra features to help break down silos between teams, while facilitating high-velocity service management.

In addition to the capabilities of other service projecttemplates, such as a request portal, service catalog, queues, and SLAs, the ITSM template also provides:

  • Modern incident management, powered by Opsgenie: All Jira Service Management Cloud 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 Software, 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. Otherwise, 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, and integrations with CI/CD tools like Bitbucket Pipelines, Jenkins, and CircleCI.

  • 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.

  • And coming soon: fully-integrated asset and configuration management powered by our Mindville Insight product and conversational ticketing capabilities through an integration with Halp.

Last modified on Nov 19, 2020
Cached at 7:54 PM on Dec 4, 2020 |

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