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Everything you need to know about getting started with Jira Service Management.

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3 steps to get started fast with Jira Service Management

This guide is for anyone getting started setting up an ITSM project in Jira Service Management. If you haven’t done so already, sign up for your free trial. Once you’re in Jira Service Management, you can get everything set up using the quick start guide there. If you need additional help, or just want to see everything on one page before diving in, this guide is for you.


Step 1 - Set up and customize your ITSM project

Set up the essentials of your project - who can use it, what it looks like and what it connects to.

  • Create your ITSM project
    • Create your project using the IT service management template.
      • Select the Projects dropdown in the top navigation
      • Select Create project
      • Enter your project name
      • (To browse other template types) Select Change template
      • Select Create
  • Customize your portal
    • Keep it clear and relevant so users are sure they’re in the right place.
      • Go to Project settings > Portal settings
      • In the Service desk information section, enter the new portal name under Name
      • Click Save
  • Add a logo to your portal
    • Use your brand logo if possible, something users can recognize and feel familiar with.
      • Go to Project settings > Portal settings
      • In the Service project information section, click Add logo
      • Drag and drop an image in, or click Upload an image to select one from your computer
      • Click Upload
  • Set up email requests
    • Add an email address so your end-users can email requests directly to your project.
      • Go to Project settings > Email requests
      • Choose your email service provider and complete the steps to link your account
  • Set up your services
    • Add a product or application that your organization uses.
      • Go to Services
      • Select Create service

It’s time to get the party started! Once you have services set up, start inviting team members. To get your team involved, start by adding each team member as agents to your service project.

  • Add team members
    • Go to Project settings > People
      • Select Add people
      • Enter the agent’s username or email
      • Choose their role from the dropdown (Service Desk Team)
      • Select Add
      • They'll get an email with a link to your project
  • Go beyond the basics
    • Now that you’re done with the basics, take your project to the next level with our collection of helpful how-to guides, explainers and documentation. There’s plenty more to learn…

Step 2 - Set up your incident management environment

Incidents help you resolve disruptions to the quality of your service or escalate to on-call teams for a coordinated response.

  • Set up your profile to get notifications
    • To get notified of major incidents, you’ll first need to set up your profile.
      • From Jira Service Management, select Alerts in the main navigation sidebar to go to Opsgenie
      • Select Settings > Notifications
      • Enter your phone number under SMS and Voice
      • Scroll down the page to set your Notification rules
    • Learn more about Opsgenie notifications
  • Set up a response team
    • Next, build up a team that can respond to incidents and decide who will be notified and when by customizing your on-call schedule.
      • From Opsgenie, go to Teams
      • Select Add team
      • Give a Name to your team
      • Add members by searching among account users, then select Add member
      • Your team is ready - now explore the page to edit your default on-call schedule, routing rule, and escalation policy
    • Learn more about Opsgenie’s team dashboard
  • Assign an owner team to a service
    • Inform the right teams so they can start working to resolve incidents instantly.
      • From Opsgenie, go to Services to list all services
      • Select Add service
      • Enter a Service name and select an Owner team
      • Select Add to save service
      • Later, go to your team’s service settings to explore more options
    • Note: Services are synced and will appear in both Opsgenie and Jira Service Management.
    • Learn more about connecting teams and services
  • Level up your incident management response
    • Now that you’re ready to respond to incidents in record time, find out how to take it to the next level.

Step 3 - Connect change management features

Changes help you record, review, and approve changes so your teams can quickly deploy changes and minimize risk.

  • Connect your CI/CD pipeline
    • This will enable you to automatically create requests as changes are submitted.
      • Go to Project settings > Change management
      • Select Connect pipeline
      • Follow the steps provided
    • Learn more about connecting your pipeline
  • Add change approvers to a service
    • These will be the go-to approvers for any changes on a specific service.
      • Go to Services
      • (To add approvers to a new service) Select Create service
      • (To add approvers to an existing service) Select the connected service name > > Edit service
      • Select the Change approvers
      • Select Save
    • Note: You may need to create a group of Change approvers before you can select them.
    • Learn about creating services and change approvers
  • Make the most of change management
    • Now that you’ve set up the essentials for change management, check out our documentation to find out how to do even more with changes.

For more product training and certifications, visit Atlassian University.