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Request Management

Manage work across teams with one platform so your employees and customers quickly get the help they need.

Service Desk

Make it easy for every team to spin up a service desk. Showcase services through a simple, intuitive portal that makes it easy for your employees and customers to get help quickly, and for your teams to streamline incoming work. Tailor request forms to meet each team’s unique requirements with the ProForma app.

Request queues

Bring together requests from email, chat tools, your service desk, and other channels. Configure queues to track, triage, and assign incoming requests. Use bulk ticket actions and use machine learning to group similar tickets and make it easy to categorize service requests, incidents, problems, and changes.

Self-service

Empower employees to find answers to common questions using a self-service portal. Leverage Confluence as a knowledge base that surfaces relevant articles to deflect requests. Your employees now get the help they need, without having to engage with an agent.

Service Level Agreements (SLAs)

Set as many SLA policies as needed to keep track of deadlines based on elapsed time or request categories. Resolve requests based on priorities, and use automated escalation rules to notify the right team members and prevent SLA breaches.

Reports and metrics

Dive into customer satisfaction reports to better understand your customers and improve service with a simple, built-in tool for collecting feedback. Monitor and optimize your team’s work with slick new reports and dashboards.

Slack and Microsoft Teams support

With Halp, create a two-way sync between conversations in Slack or Microsoft Teams and your Jira Service Management tickets. Reduce context switching and information gaps for employees and agents.

Incident Management

Bring your development and IT operations teams together to rapidly respond to, resolve, and continuously learn from incidents.

Alerting and on-call management

Centralize and filter alerts across all your monitoring, logging, and CI/CD tools to ensure your teams respond to issues quickly while avoiding alert fatigue. Customize on-call schedules, routing rules, and escalation policies to handle alerts differently based on their source and urgency.

Major incident escalation

Escalate major incidents prompting the right Dev and Ops teams to immediately swarm and begin resolution. Create chat channels (Slack, Microsoft Teams) and set up video conferencing (via a native video bridge or Zoom) to accelerate collaboration and automatically record all actions with a rich incident timeline. Use automation to rapidly investigate and remediate incidents.

Awareness and communication

Link support tickets directly to major incidents empowering agents to see status changes in real-time. Keep stakeholders aware of updates using multiple notification channels, including SMS, email, and mobile push. Share status information with both internal and external users via direct integration with Statuspage.

Reporting and analytics

Track and analyze all incident response activities. Identify areas of success and opportunities to improve. Use templates to easily create and export post-mortem reports, along with associated incident timelines, to Confluence so you can continue to collaborate with Development, Operations, and other business stakeholders to track follow-on actions, and avoid similar incidents in the future.

Problem Management

Group incidents to problems, fast-track root cause analysis, and record workarounds to minimize the impact of incidents.

Problem logging

Create problem tickets during or immediately after incident resolution. Link incident post-mortem reports. View the development team’s backlog to determine if it relates to a problem and avoid redundant workstreams. Document and share workarounds in Confluence to let others know you are aware of the problem.

Problem scope

Group and link incident tickets to problem tickets to identify any recurring issues and determine problem scope. Access information from Insight to understand related IT infrastructure and assess problem complexity. 

Root cause investigation

Investigate if code deployments or third party service outages relate to your major incidents and begin documenting the problem investigation in Confluence. Monitor the status of underlying services and narrow potential causes. See all related code deployments and commit details. Tag problematic commits as potential causes and quickly identify the right developers to fix the problem.

Resolution

Initiate change procedures for problem resolution, securing all the necessary approvals. Run reports to reveal the number of incidents associated with a problem or the top problems per month to ensure recurring incidents don’t happen again.

Change Management

Empower your IT operations teams with richer contextual information around changes from software development tools so they can make better decisions and minimize risk.

Change requests

Reference change requests for full context about a change, the teams involved, and related work. This one view pulls information from your CI/CD tool, lists affected services, shares the risk score, and names required approvers.

Risk assessment

Score the risk of a change using a Jira automation powered risk assessment engine. Determine whether a change is low risk and can be auto-approved and deployed, or high-risk and requires further approvals. Assess dependencies and the potential impact of a change with Insight and the Service Registry.

Approvals

Configure approval workflows based on type of change, associated risk, or procedures set by your change advisory board. Assign authority to groups to avoid bottlenecks and collaboratively approve changes.

Automation

Streamline setup of automation with rules available out-of-the-box. Automate the approval and deployment of low risk changes.

Deployment tracking

Connect to Bitbucket Pipelines, or other CI/CD tools to keep records of changes without manually creating requests. Developers never have to break focus to track the progress of their requests. Set deployment gating to automatically push low risk changes to production, or to require additional approvals when necessary.

Change plans

Create change plans in Confluence so stakeholder groups like Change Advisory Boards can collaborate asynchronously on tasks including communication plans, risk assessments, and practice improvement.

Change calendar

Integrate with a calendar app from the Atlassian Marketplace to look at upcoming schedules and easily identify a window free of conflicts.

Asset Management

Store assets in Insight to manage inventory efficiently, track ownership and lifecycles, and reduce costs.

These features are coming soon!

Jira Service Management ticket

Asset tracking

Track IT assets for inventory management, auditing, and more. Access asset details from Jira tickets to make informed decisions and resolve issues quickly.

Asset discovery

Scan your network to discover and populate your asset repository or CMDB. Detect infrastructure changes, identify shadow IT assets, and improve support.

Asset reviews

Pinpoint ways to increase efficiency, reduce support costs, and maximize the value of your IT asset lifecycle.

Importers and integrations

Migrate or federate asset information. Import from common file types and integrate with leading third party tools.

Configuration Management

Gain visibility into the infrastructure that supports critical applications and services. Use Insight to understand service dependencies so you can minimize risk.

These features are coming soon!

Jira Object Graph

Dependency mapping

View the dependencies between configuration items or assets and services to assess the risk of changes, resolve incidents, and uncover the root cause of problems.

Infrastructure discovery

Scan your network to discover and populate your CMDB. Detect infrastructure configuration, changes, and statuses to keep information accurate.

Automation

Automate updates to statuses, dependencies, and other attributes, create issues based on unauthorized changes, and add new assets directly from information entered into a Jira ticket.

Importers and integrations

Migrate or federate asset information. Import from common file types and integrate with leading third party tools.

Knowledge Management

Leverage Confluence for an open approach to knowledge management. Foster team collaboration across ITSM practices.

Service Desk portal

Smart search

Machine learning in Jira Service Management’s self-service portal makes searching for knowledge articles faster and easier for employees and customers.

Knowledge reports and scoring

Allow employees to rate whether articles are helpful and run reports to see which articles deflect the most requests and solve the most problems.

Templates

Create runbooks, PIRs and other knowledge-sharing documentation  and link them to requests to empower teams to accomplish the work at hand.

Federated knowledge base

When an employee searches for a keyword, the search query pulls from several sources, including multiple service desks, different request types, and knowledge base articles.

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