We’re excited to announce Jira Service Management, the next generation of Jira Service Desk.

In addition to including rich capabilities from Jira Service Desk, such as a request portal, service catalog, queues, and SLAs, here’s what’s new in Jira Service Management:

• Modern incident management, powered by Opsgenie: Get on-call scheduling, alerting, incident swarming, and more from our popular Opsgenie product in all cloud plans of Jira Service Management. Plus deeper integrations with Jira Software, Bitbucket, and Confluence let you seamlessly orchestrate the end-to-end incident resolution process.
• Change management, built for the DevOps era: 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 service experiences: The new agent experience makes it easier to categorize service requests, incidents, problems, and changes. Take action quickly with new features such as bulk ticket actions and machine learning capabilities that intelligently group similar tickets.
• And coming soon, Jira Service Management will include asset and configuration management powered by our Mindville Insight product and best-in-class conversational ticketing capabilities, through an integration with Halp.

To see what’s new for yourself, sign up for our weekly demo.

Jira Service Desk is now Jira Service Management. You’ll have all of the same functionality as today plus richer ITSM capabilities. See our feature grid and pricing or attend our 20-minute lightning talks to learn about what’s new in Jira Service Management.

Opsgenie functionality is now available as part of Jira Service Management Cloud. However, you can continue to purchase and use Opsgenie as a separate product. See below for how this impacts Server & Data Center customers.

The list price of Jira Service Management will remain the same as Jira Service Desk.

However, a small number of customers on our Standard and Premium plan will be impacted by a slight price increase at the higher tiers. You will be contacted with more details if you are affected.

For more information on pricing, please visit our pricing page or visit your Atlassian billing page.

Jira Service Desk Server and Data Center have also become Jira Service Management. The new incident management features and integration with Opsgenie are available in Server and Data Center but only with a separate purchase of Opsgenie (vs in cloud where Opsgenie is included with Jira Service Management).

The new change management and asset & configuration management features are coming soon to Data Center.

Opsgenie is a modern on-call, alerting, and incident response solution that allows you to respond to incidents before they impact your business. Visit this page or watch this video for more information.

Opsgenie functionality is now included with Jira Service Management Cloud.

No, Opsgenie will continue to be sold as a standalone product for on-call, alerting, and major incident response.

Jira Service Management Cloud offers Free, Standard, Premium, and Enterprise plans. For more information about what features are included in each plan and to see how they compare to our Server and Data Center deployment options, visit our pricing page.

Jira Service Management Cloud can be upgraded from Standard to Premium at any time via the Manage Subscriptions page of your Atlassian Cloud site or by contacting a sales representative.

No, Jira Service Management is not a bundle. There will only be one line item on your bill and in terms of user access, there will be only one product license a user can choose.

Yes. All licensed Jira Service Management users will have access to both Jira Service Management and the Opsgenie interface. It may take up to several weeks (after our announcement on November 9, 2020) to gain access to Opsgenie and see all of the new functionality in your instance.

Yes, help-seekers will still be free users and can use an Atlassian account or customer account.

Within several weeks after launch on November 9, 2020, your cloud instance will automatically be given access to Opsgenie (for no additional cost) and you will have access to all of its functionality plus all of the new features within Jira Service Management. For Server & Data Center customers, you will need to upgrade to the latest release. Visit this page for more details.

• The ability to escalate an incident to a major incident in Opsgenie (which can then send alerts and notify the correct team(s) to quickly swarm and resolve the incident)
• The ability to create a major incident in Opsgenie from an existing incident in Jira Service Management
• The ability to link an incident in Jira Service Management to an existing incident in Opsgenie
• Plus all additional functionality included as part of Opsgenie (on-call schedules, monitoring tool integrations, multi-channel notifications, etc.)

• The ability to set group approvals for a change request in Service Registry services
• Integration with Bitbucket to control deployments via Change Management approvals
• Automated change intake from deployment tools
  • Bitbucket Pipelines
  • Circle CI
  • Jenkins
• New affected services condition that leverages Automation for Jira to be the risk assessment and change policy engine for change management. There will also be sample rules provided out-of-the-box to streamline set up.
• Integration with Jira Software and Bitbucket to allows for automatic Change record creation

At this time, all of the new features are only available in Classic projects. We built the ITSM functionality on Classic projects first due to the majority of IT customers wanting more advanced configuration functionality, which Classic currently offers.

Our recent acquisition of Insight by Mindville enables us to provide deeper asset/configuration management functionality. This functionality will be integrated into Jira Service Management Cloud and Data Center in the future. Stay tuned to learn more.

Atlassian’s configuration and asset management solution, Insight (previously Mindville Insight), is currently available as a separate purchase in the Atlassian Marketplace and is available for Jira Service Management Cloud and Data Center. Our intentions are to incorporate Insight capabilities into Jira Service Management in the future. 

Visit https://www.atlassian.com/software/insight, to learn more and sign up for a free trial.

4.14 Release targeted by the end of 2020.

Jira Service Management Cloud offers varying features and capabilities depending on the plan you have (Free, Standard, or Premium).

The key difference between cloud and server/Data Center is that cloud offers Opsgenie & it’s capabilities out of the box, whereas Server/Data Center versions will include Opsgenie only if it is purchased separately.

For Data Center, the new capabilities for change management and asset/configuration management are coming soon.

Visit our pricing page for more details.

At a high level, Jira Service Management does NOT include these Opsgenie features:

• Incoming call routing
• Live chat support
• Free Stakeholder roles

However, Jira Service Management does offer these extra features:

• Major incident management in the Free plan
• Services in the Free plan
• Unlimited SMS alerts in the Standard plan

Please visit this page to learn more.