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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.

Get started today

If you’re not an existing Jira Service Desk customer, you can create a free trial here.

For current Jira Service Desk customers, your team admins will see the option to get started with Jira Service Management projects today. Current Jira Service Desk teams will be migrated to Jira Service Management at the same cost and plan level you’re currently on. If you can’t see the changes immediately, rest assured they will be coming soon.

For teams who want to stick with the classic experience, that will always be an option. For more details on the migration and changes, check out the FAQ here.

Atlassian’s mission is to unleash the potential of every team. Today marks a big step toward unleashing the potential of IT teams. For every business, digital transformation is more important than ever, and no team is better positioned to harness this potential than IT.

We can’t wait for you and your team to get started.


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