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6 reasons Jira Software is better with Jira Service Management

Executive summary

Teams across development and IT operations use Jira Software and Jira Service Management together to deliver value faster, make work more visible, and accelerate the flow of work.

This datasheet outlines the six key reasons to take your investment in Jira Software to the next level with Jira Service Management.

IN THIS DATASHEET, WE COVER:

How the Jira platform unites Dev, IT Ops, and business teams

Popular service management use cases for software development teams

Licensing, users, and roles between Jira Software and Jira Service Management

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Introduction

Teams across development and IT operations use Jira Software and Jira Service Management together to deliver value faster, make work more visible, and accelerate the flow of work. Here are six reasons to take your investment in Jira Software to the next level with Jira Service Management.

1. One platform to unite Dev, IT Ops, and business teams

The Jira platform empowers development, IT operations, and business teams to collaborate at scale with a single source of truth. Service teams can link customer requests in Jira Service Management to issues in Jira Software to better prioritize development work. Developers can view comments and give feedback when issues require escalation in Jira Service Management. Any team can take advantage of automation to accelerate the flow of work across the organization and reduce manual processes. Everyone has access to the same issues so you can maintain a seamless experience across employees, agents, and developers.

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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

2. Intuitive customer portal and multi-channel support

Jira Service Management’s self-service portal makes it easy for customers to report bugs, feature requests, incidents, and other development-related requests. Even business teams
like HR, legal, and facilities can quickly spin up their own service desks with purpose-built project templates. Teams can also utilize dynamic forms to build user-friendly request screens to capture relevant information up front and eliminate time- consuming back-and-forth conversations, all while using fewer custom fields.

With a built-in knowledge base powered by Confluence, help-seekers can access FAQs and how-to articles directly from the customer portal, deflecting incoming requests.

And beyond the customer portal, Jira Service Management provides multi- channel support to make it easy for your customers and employees to ask for help. Whether through chat, email, or an embeddable widget- you can meet help-seekers where they already are.

3. Asset and service configuration management

With Jira Service Management, teams can easily track assets, configuration items, and resources to gain visibility into critical relationships between applications, services, and underlying infrastructure. Effectively anticipate the downstream impact of changes so your dev and ops teams can manage risk for more frequent and seamless deployments (available with Jira Service Management Premium and Enterprise plans).

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Name a better duo: 6 reasons Jira Software is better with Jira Service Management