Slow responses, disjointed systems, and manual processes can turn IT service management into a never-ending battle. Requests fall through the cracks, incidents are not acted on promptly, and changes can introduce unnecessary risk. ITSM involves more than responding to requests through a service desk, it is a holistic practice that connects teams across your enterprise, enabling them to collaborate and provide excellent service.
That's where Jira Service Management comes in – a customizable ITSM solution that incorporates the principles of DevOps and Agile. Built on the popular Jira platform, Jira Service Management offers a robust set of features to manage service requests, incidents, problems, and changes. In this article, we'll explore this platform’s key features and how to best use it at your company.
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Jira Service Management (JSM) is a service management platform, produced by Atlassian, that help teams manage their service delivery, from request to resolution. It provides a centralized platform for IT teams to track, manage, and resolve customer requests, incidents, and problems.
Jira Service Management (JSM) compares favorably to competitors by offering:
While Jira Service Management is a great choice for IT teams in any industry — supporting a DevOps approach to delivering great service — it offers significant value to any team serving internal or external customers. By leveraging Atlassian's Enterprise Service Management concept, teams in HR, marketing, legal, and beyond can use JSM to make more of an impact for their employers. With the right partner that knows Jira inside and out, JSM can be easily configured to meet your organization's unique needs, driving business success.
Jira Service Management launched as the next stage of Jira Service Desk in late 2020. JSM retains all the capabilities of Jira Service Desk, including:
However, JSM goes beyond the core service desk offering to provide a comprehensive ITSM solution, including additional features to support your organization's needs.
Jira Service Management offers a powerful suite of features for assisting your organization in practicing ESM. Here are some of the most useful.
Service management is right in the name, so as you’d expect, JSM offers a wide variety of features to help your team deliver excellent service. Here’s how:
With customized and dynamic forms, self-service capabilities, and integrations with both Slack and Microsoft Teams, your team can provide a better service experience for both customers and employees.
Incident management is just as important to user satisfaction as addressing requests, and Jira Service Management has you covered here as well. It serves as a tool for centralizing data on all incidents that arise and efficiently escalating them as required.
You can also leverage JSM’s analytics features to discover key insights for improving your incident management practices. And for additional incident management capabilities, JSM integrates with Atlassian’s dedicated incident management solution, OpsGenie.
Unlock the power of AI-driven insights with Jira Service Management's cloud-only AI capabilities. Automate routine tasks, identify trends, and make data-driven decisions to elevate your service delivery.
By harnessing these features, teams can optimize their service management, enhance customer satisfaction, and drive business success.
Jira Service Management, like all Atlassian products, can be further tailored to fit your organization through a wide variety of plugins, both free and paid. Available on the Atlassian Marketplace, these apps include everything from additional integrations with the tools your team uses every day to enhancements for workflows, reporting, and automation. The amount and scope of available plugins can be daunting, so consult with a partner as needed to ensure you’re selecting the best apps for your specific use cases.
Jira Service Management includes the robust automation capabilities that come with all Jira offerings. You can create and customize powerful workflows that keep issues moving for all your service teams. Automating work doesn’t require scripting knowledge thanks to JSM’s rule builder and plenty of easy-to-use plugins.
It's hard to provide great service when your team members are scrambling to again find the answer to a common question or the solution to a frequent user issue. JSM empowers teams with intelligent searching capabilities, allowing your team to have the right information at their fingertips. Teams can quickly find by searching across:
Managing all your issues in a single place makes it that much easier to document important solutions and processes, ensuring issues are resolved efficiently.
Jira Service Management makes assessing and implementing changes simpler for your team with customized approval workflows, informed risk assessments, and improved transparency. It enables a continuous integration/continuous deployment (CI/CD) approach that keeps progress coming, while robust approval processes avoid unnecessary interruptions due to updates that weren't quite ready to go live.
With Jira Service Management, you can easily monitor and manage your IT assets, allowing you to make informed decisions and resolve issues quickly. It involves regularly assessing asset condition, utilization, and performance to identify areas for improvement to maximize their value, improve efficiencies and minimize support costs. Asset management is a critical component of service management, ensuring that IT assets are properly managed to support business operations and service delivery.
JSM’s configuration management features help your company keep its IT infrastructure working as intended. Using its Insight tool, your team can easily see dependencies and avoid making changes that would compromise the systems your business relies on. When problems do occur, your team members can use Insight to see the history of any asset so they can quickly diagnose and solve the issue.
Deliver exceptional customer experiences with Jira Service Management's customer service management capabilities. By automating routine tasks and streamline workflows, you can deliver timely, personalized support to exceed customer expectations. With Customer Service Management you can stay ahead of the competition with agile service and drive business growth through customer loyalty and retention.
Looking to put your instance of Jira Service Management to work? Understanding the basic processes and concepts that underlie Jira Service Management is within every company’s grasp.
Once you’ve chosen between Atlassian Cloud and Data Center and your Jira Service Management instance is set up and configured, it's time to create your first service project.
Project Setup:
• Choose from a from a variety of available templates
• Associate projects with specific teams, ensuring focus
Configure Settings:
• Manage permissions, workflows, and forms
• Stand up knowledge base ensure easy access to key information
Enabling Agents, Informing Customers:
• Licensed team members – called agents – can start addressing customer requests
• Customers can interact with JSM without licenses, using designated channels
• Help centers and portals to key information are automatically generated
Refining Performance:
• Analyze team performance, uncovering trends and insights
• Improve your approach, optimizing service delivery
By following these steps, you'll be well on your way to transforming your service delivery, and elevating customer satisfaction.
Jira Service Management, built on the Jira platform, shares several concepts and terminology with other Jira tools. Below are some fundamental terms that form the foundation of Jira Service Management.
|
Agent |
A user with specialized knowledge who manages and responds to service requests. |
| Asset |
Any valuable resource, component, or item that needs management. |
| CI/CD |
(Continuous Integration/Continuous Deployment) Software development practices that accelerate delivery and improve quality through frequent updates. |
| Change |
A planned modification to a system, often requiring approval and coordination. |
|
Incident |
An unplanned interruption or disruption requiring prompt attention. |
|
Instance |
A deployment of the software that includes all the data, projects, and workflows. |
|
ITSM |
(IT Service Management) A strategic approach to designing, delivering, managing, and improving IT services within an organization. |
| Issues |
Individual tasks, service requests, incidents, or problems to be addressed. |
| Knowledge Base |
Repository of articles and FAQs helping users self-resolve common issues. |
| Problem |
The root cause of one or more incidents, requiring investigation and resolution. |
| Projects |
A collection of issues, requests, and tasks that are managed together. |
| Queue |
A place of incoming issues or requests that require attention from agents. |
| Request Type |
Defines the specific service request being made. |
| Request |
Tickets or issues raised by users seeking help or report problems. |
| Workflows |
A sequence of steps an issue or request follows from creation to resolution. |
Jira Service Management is an intuitively designed platform that enables teams to deliver exceptional customer experiences while streamlining their operations. But setting it up and configuring it to align with your organization’s business needs and strategy can be a challenge — especially if you lack experience with Jira or the other parts of Atlassian’s software ecosystem. Partnering with a trusted Atlassian Solution Partner with a team of Jira experts can save your company and its IT team time they’d otherwise spend on setup and maintenance by relying on an experienced.
If you're ready to get started with Jira Service Management, it's time to develop a customized JSM instance tailored to your company's unique requirements. Contegix, a Platinum Atlassian Solution Partner, takes the time to understand your organization’s business goals, challenges you face, and team members’ needs. With the right add-ons and workflows in place, you'll be empowered to streamline efficiency and drive success. And, with our continuous support, your teams will always have the expertise and guidance they need to maximize the benefits of JSM, even as your organization and processes continue to evolve.
Contact Contegix today to find out more about how they can be your organization’s trusted partner on its JSM journey.