What are services?
Services are only available on Standard, Premium, and Enterprise plans. It's not included in the Free plan.
In IT service management (ITSM), a service is a system, platform, or infrastructure that provides value to your business or customers. Services can include things like payment platforms, servers, teams of people (for example, a legal team), websites, products, or application stacks.
In Jira Service Management, Services allow you to map, organize, and manage these services. By setting up services and using them in your day-to-day processes, you can:
Measure their success
Track changes
Reduce the risk of cascading problems
Ensure service responders and stakeholders are notified of incidents
Increase the quality and speed of your operations
Keep records of your services
How services work in Jira Service Management
Services behave like ‘connectors’ in Jira Service Management. They apply to your entire Jira site and can be used across all of your service projects.
Each service can have:
A tier, which defines how critical the service is to business operations. Learn more about service tiers.
Change approvers, who must approve any changes to the service before they're made. Learn more about change management.
Owner teams, who are the designated owners of the service.
Responders, who are notified if something goes wrong with the service. Learn more about responders
Stakeholders, who need to stay informed about incident progress to take precautions and actions, even if they're not directly responding. Learn more about stakeholders.
References to other services that may be affected when changes are made. Learn how to create service references.
A type, which is a label that helps categorize the nature of the service. It has no technical impact.
How services work for you depends on how you want to use them – they’re designed to be customized to your needs.
You can create, view, edit, and manage your services by selecting Services in your sidebar. Learn how to create a service.
Services can be associated with:
Jira work items
Alerts
Alert integrations
You can also create references between various service objects and Assets objects easily.
Example
Let's say you set up three services in Jira Service Management: a payment platform, a website, and a mobile app.
You then define their relationships: the website and mobile app both depend on the payment platform. This means if the payment platform stops working, customers can't place orders through the website or mobile app.
One day, a major upgrade is planned for the payment platform. A change request is created in Jira Service Management, which must be approved by the payment platform's change approvers before it can be rolled out.
Our graph can automatically surface the mobile app and the website as dependent services and you can then add them to the affected services field.
Services in Assets
Services are native schemas in Assets. This means you can:
Add custom attributes to your service objects
Create custom object types
Manage user permissions on service objects
Assets are the single source of truth for services.
You’ll see two pre-provisioned schemas in Assets for services:
Software Registry – Use this schema to store your technical services, such as software services, microservices, applications, and other building blocks of your technical architecture.
Business Portfolio – Use this schema to store your customer-facing services, such as UI pages, APIs, customer portals, and other services your customers directly interact with.
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