Published November, 2020 in General Updates
Introducing Jira Service Management! Formerly known as Jira Service Desk
Today, 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, SLAs, and more, here’s what’s new in Jira Service Management:
Modern incident management, powered by Opsgenie: We’ve included on-call scheduling, alerting, incident swarming, and more from our popular Opsgenie product in all cloud editions 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: We’ve redesigned the agent experience to make it easier to categorize service requests, incidents, problems and changes. Leverage new features like bulk ticket actions and machine learning capabilities to intelligently group similar tickets, and take action quickly.
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.