We are delighted to announce the launch of Jira Service Management. Our latest advancements in IT service management (ITSM) bring IT operations and development teams together to collaborate at high velocity and power digital enterprises.
Even in the pre-COVID era, companies were increasingly becoming digital businesses. Now, that transformation is accelerating. Whether it’s supporting a remote workforce, bringing doctor visits into the digital realm, or facilitating grocery deliveries, IT teams are racing against the clock to do the seemingly impossible – create and support exceptional software-driven experiences that are always on, for both their customers and their employees.
Over the years, we’ve helped thousands of software development teams adopt principles of Agile and DevOps, empowering them to build faster and with greater quality. The shift to the cloud has provided infrastructure teams with production environments that are just as nimble.
But what about the rest of IT? How often are service management teams – which depend on the seamless flow of work across development, IT operations, and business teams – handcuffed by tools that enforce old ways of working?
With workflows sometimes stuck in the ’90s, traditional ITSM tools hardly seem ready for the challenge of high-velocity IT. Today’s ITSM tools seem to allow for conflict over partnership, knowledge hoarding over knowledge sharing, and rigid standardization over business agility.
So we took a hard look at the core ideals of Agile and DevOps: move fast, work in small batches, break down silos, automate where you can. And, most importantly, ensure that processes adjust to the needs of teams. We asked ourselves how we’d design an ITSM solution that incorporates these ideals and helps unify development, IT operations, and business teams.
High-velocity ITSM, powered by Jira
Enter Jira Service Management. It’s ITSM done the Atlassian way.
Built on Jira, our new approach to ITSM helps teams break free from the past. It puts development and IT operations on a unified platform to collaborate at high velocity, so they can respond to business changes and deliver great customer and employee service experiences fast.
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: We’ve included on-call scheduling, alerting, incident swarming, and more from our popular Opsgenie product in all cloud plans of Jira Service Management. And we’ve 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. Innovate faster with automated change risk assessments, advanced approval workflows, and deep integrations with popular CI/CD tools like Bitbucket Pipelines, Jenkins, and CircleCI.
- Intuitive, amazing service experiences: We’ve redesigned the agent experience to better categorize your service requests, incidents, problems, and changes. Leverage new features like bulk ticket actions and the power of machine learning to intelligently categorize similar tickets, and take action quickly.
What’s next – Upcoming releases of Jira Service Management will incorporate richer asset and configuration management as well as best-in-class conversational ticketing capabilities through our recent acquisitions of Mindville Insight and Halp, respectively.
The benefits of Jira Service Management are three-fold:
Get to value, fast. At Atlassian, we build for teams. We reject the one-size-fits-all, command and control style workflow management common in many ITSM tools, which significantly adds to the cost and complexity of every deployment. Instead, teams can leverage a low-code approach to defining and refining their own workflows and record types, all while still being standardized on Jira, the single source of truth for the business. Even teams that interact with IT – like legal, HR, and finance – can leverage Jira Service Management to build out their own service culture and service operations.
With Jira Service Management, we can move at the speed of the industry, support our customers, and deliver real business value.Carol Johnson, IT Director, The Telegraph Media Group
Make work visible. Being built on Jira means that Jira Service Management can give teams and the broader organization visibility into work happening across the entire company. Together with tight integrations to other Atlassian products and our suite of more than 900-plus integrations and applications on the Atlassian Marketplace, teams really do have all the contextual information at their fingertips to make well-informed decisions.
With work centralized and visible in Jira Service Management, we could more clearly see that the team managing our AWS environment was overwhelmed with request tickets from our developers. We made a successful business case to hire more staff that improved the flow of work.Ken Siskind, Engineering Program Manager, Program Management, Toast
Dev + Ops that flows. Your teams can be more effective across the entire IT service lifecycle – from planning to building, testing, deploying, changing, and optimizing. All so you can deliver the best possible service to your customers.
The integration between Jira Service Management and Jira Software has allowed Operations and Development to achieve a better understanding of the workload across team borders and also support a more structured process, allowing us to efficiently manage workload and prioritize tasks.Marie Bjørke, Head of IT Service Management, ISS World
This announcement underlines Atlassian’s commitment to investing in the ITSM space, a market where we continue to see strong momentum and growth. It draws on recent acquisitions like Mindville Insight for asset and configuration management, Opsgenie for incident management, Automation for Jira for code-free automation, and Halp for conversational ticketing.
Get started today
If you’re not an existing Jira Service Desk customer, click the button below to learn more and get started.
We’d be remiss if we didn’t thank our 25,000-plus Jira Service Desk customers who’ve put their trust in us. You will automatically move to Jira Service Management at the same cost and plan level you’re currently on, so rest assured that everything you’ve come to love about Jira Service Desk will work exactly the same way in Jira Service Management. Your team admins will have the option to explore and get started with the new features and capabilities with a new ITSM project template in the coming days. For more details on the migration and changes, check out our FAQ.
Atlassian’s mission is to unleash the potential of every team. We can’t wait for your teams to try Jira Service Management and see how it can help unlock high-velocity teams within your organization.