What is Jira Service Management?

With Jira Service Management, you can easily receive, track, manage, and resolve requests from your team’s customers. Customers can send requests by email, via help centers, and an embeddable widget. Jira Service Management makes it easier to categorize service requests, incidents, problems, and changes by organizing and prioritizing these requests in a single place, and keeps your team on track with goals (or service level agreements).

Jira Service Management is built on the Jira platform, so you’ll see some terms and concepts that carry across all of Atlassian’s Jira products. It’s designed to bring IT, development, operations and business teams closer together with a variety of features that emphasize collaboration at speed.

Here’s a quick overview to help you learn the Jira Service Management lingo:

How work appears

Customers submit their service requests to your team through help centers, an embeddable widget, or via email or APIs.

How teams work

Each team can work on a project that services requests from a certain area – like IT, HR, legal, or finance. Templates are different types of projects that are tailored to suit certain teams – e.g. IT service management. Each team can therefore have their own portal, can own the performance of their service project, and can route work into projects belonging to other teams.

How work is tracked

Service project agents work on customer requests. These requests are tracked as issues in a queue. Issue progress is set up by a workflow that can include steps like In progress or Needs approval.

How work is reduced

Leverage the power of Atlassian’s product Confluence to set up your own knowledge base within your own project. Knowledge base articles appear on your portal so your customers can help themselves before reaching out to you.

Jira Service Management also has a number of additional features that come out-of-the-box for IT service management projects, and can be enabled on other projects:

Modern incident management, powered by Opsgenie

All Jira Service Management Cloud plans come with major incident management, 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.

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.

Work smarter with bulk actions

Your agents can use bulk actions and machine learning capabilities to intelligently categorize, link or transition similar issues, and take action quickly.

Watch our intro to Jira Service Management to learn more!