A brief overview of Jira Service Management

About Jira Service Management

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Jira Service Management is Atlassian’s service management solution for all teams. Jira Service Management is designed to help you unlock high-velocity teams by 1) empowering every team to deliver great service fast, 2) bringing visibility to work, and 3) accelerating the flow of work between development, IT, and business teams. Built on Jira, it encompasses deeper service management practices across service request, incident, problem, change, knowledge, asset, and configuration management.

About the Jira Platform

Jira helps teams plan, assign, track, report, and manage work. It brings teams together for everything from agile software development, customer support, start-ups, and enterprises. 

With templates and solutions crafted for every team and Jira as your common language, work moves fluently and transparently across your organization.

Jira products overview

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Jira Service Management

Empower IT, Dev, and business teams to deliver high-velocity service management at scale.

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Jira Software

Built for every member of your agile team and beyond to plan, track, and ship world-class software.

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Jira Work Management

Manage any business project including marketing campaigns, HR onboarding, approvals and legal document reviews.

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Jira Align

Enterprise Agile Planning Tool that connects product, program, and portfolio strategy to technical execution, at scale.

Hosting Options

Jira Service Management offers two hosting options: cloud and self-managed. Not sure which option is right for you? Check out this overview:

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With Jira Service Management Cloud, we host and set up your Jira Service Management site in the cloud for you. This is generally the best option for teams who want to get started quickly and easily, and for teams who don't want to manage the technical complexity of hosting themselves.

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Data Center

With Jira Service Management Data Center, you can host Jira Service Management on your own hardware or with IaaS vendors like AWS and Azure. This is generally the best option for enterprise teams who need uninterrupted access to Jira Service Management and performance at scale.

Key terms

Agent - Agents are licensed users who work on customer requests and add customers to the service project. Agents are added to the Service Desk Team role in your service project.

Asset - An IT asset includes hardware, software systems, or information an organization values.

Change - Adding, modifying, or removing something that could affect IT services. This can be tied to a service request. Example: “I need to upgrade the database!”

Configuration Management Database (CMDB) - CMDBs (configuration management databases) store information on the configuration of items within an organization, including hardware, software, systems, facilities, and even personnel.

Customer - Customers are unlicensed internal or external requestors who send requests to your service project through the portal, email, or widget.

Enterprise Service Management (ESM) - Enterprise service management (ESM) is the extension of IT Service Management (ITSM) principles to enable better service delivery for business teams like Human Resources (HR), legal, facilities, marketing, and finance.

Incident - An unplanned event that may disrupt or reduce the quality of a service and requires an emergency response. Example: “The website is down!”

Information Technology Infrastructure Library (ITIL) - Information Technology Infrastructure Library (ITIL) is a widely accepted set of best practices that are designed to support an organization in gaining optimal value from IT by aligning IT services with business strategy.

Issues - A Jira 'issue' refers to a single work item of any type or size that is tracked from creation to completion. In an IT service project, it represents an incident, a change, a service request, etc.

Insight Query Language (IQL) - IQL (Insight Query Language) is a language format used in Insight to create search queries for assets and configuration items. Using IQL, you can return any object or group of objects in Insight in a search, filter objects, modify objects, create custom fields, automation, and more.

IT Service Management (ITSM) - IT service management -- often referred to as ITSM -- is simply how IT teams manage the end-to-end delivery of IT services to customers. This includes all the processes and activities to design, create, deliver, and support IT services. The core concept of ITSM is the belief that IT should be delivered as a service.

Jira Query Language (JQL) - JQL stands for Jira Query Language and is the most powerful and flexible way to search for your issues in Jira.

Knowledge base - A knowledge base is the foundation of a knowledge management practice. The knowledge base is a self-serve online library of information about a product, service, department, or topic.

Object Schema - An object schema is a collection of information in Insight Asset Management used to track assets, configuration items, and resources. Schemas help users understand and visualize the critical relationships between all objects in Insight.

Problem - The underlying cause of recurring or preventable incidents. Example: “That application issue strikes again!”

Projects - A project is, quite simply, a collection of issues that are held in common by purpose or context. Issues grouped into projects can be configured in a variety of ways, ranging from visibility restrictions to available workflows.

Service request - A formal user request for something new to be provided. Example: “I need a new Macbook.”

Workflows - Workflows represent the sequential path an issue takes from creation to completion. Each Jira workflow is composed of a set of statuses and transitions that your issue moves through during its lifecycle, and typically represents work processes within your organization.

Getting Started

Service Request Management