Jira Service Desk now called Jira Service Management

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Introduction of Jira Service Management

Atlassian doubles its resources for IT Service Management, a market that continues to grow rapidly.

Atlassian has set another milestone with the introduction of Jira Service Management. The latest advances in IT service management (ITSM) bring IT operations and development teams together to collaborate at high speed and strengthen digital enterprises.

Already in the era before COVID, companies increasingly became digital enterprises. Now this change is accelerating. No matter if it is about supporting employees at different locations or shifting doctor’s visits to the digital area. IT teams are currently trying to create extraordinary software-supported experiences that are always available for their customers as well as for their employees.

Over the years, Atlassian has helped thousands of software development teams adopt the principles of Agile and DevOps, enabling them to deliver faster and higher quality experiences. The move to the cloud has provided infrastructure teams with equally flexible production environments.

But what about the rest of the IT? How often are service management teams – which rely on seamless workflow between development, IT operations and business teams – tied up with tools that enforce old ways of working?

With workflows sometimes stuck in the 1990s, traditional ITSM tools hardly seem ready for the challenges of high-speed IT.

That’s why Atlassian took another look at the core idea behind Agile and DevOps. Central and most important is to ensure that the processes adapt to the needs of the teams. So how can you design an ITSM solution that addresses this issue and helps unify development, IT operations and business teams?

ITSM at high speed
The new ITSM approach builds on Jira and helps teams free themselves from the past. It puts development and IT operations on a unified platform to work together at high speed so they can respond to business changes and quickly deliver great customer and employee service experiences.

Jira Service Management represents the next generation of Jira Service Desk. In addition to all the rich features of Jira Service Desk, which more than 25,000 customers already know and love, Jira Service Management:

Advanced incident management, powered by Opsgenie:
Atlassian has integrated on-call planning, alerting and more from the popular Opsgenie product into all Jira Service Management cloud plans. In addition, deeper integrations have been developed with Jira Software, Bitbucket and Confluence so you can seamlessly orchestrate incident resolution processes that span development and IT operations teams.

  • Change Management, designed for the DevOps era:
    Your teams can make smarter decisions with richer contextual information – both from your software development and infrastructure-related tools. Innovate faster with automated change risk assessments, advanced approval workflows and deep integrations with popular CI/CD tools such as Bitbucket Pipelines, Jenkins and CircleCI.
  • Intuitive service experiences:
    Atlassian has redesigned the agent experience to better categorize your service requests, incidents, problems and changes. Leverage new features such as bulk ticket actions and the power of machine learning to intelligently categorize similar tickets and act quickly.
  • The advantages of Jira Service Management:
    Quickly achieve value creation. Atlassian rejects the one-size-fits-all, command and control workflow management common in many ITSM tools. This significantly increases the cost and complexity of each deployment. Instead, teams can use a low-code approach to define and refine their own workflows and record types, all while standardizing on Jira. Even teams that interact with IT – such as legal, human resources and finance – can use Jira Service Management to build their own service culture and service processes.

Making work visible. Being built on Jira means that Jira Service Management can provide teams and the broader organization with visibility into work across the organization. Together with tight integrations to other Atlassian products and the suite of more than 900 integrations and applications on the Atlassian Marketplace, teams really have all the contextual information they need to make informed decisions.

Dev + Ops. Your teams can work more effectively across the entire IT service lifecycle – from planning, design, development, testing, deployment, change and optimization. All so you can provide the best possible service to your customers.
This announcement underscores Atlassian’s commitment to investing in ITSM, a market that continues to be dynamic and growing rapidly. It builds on recent acquisitions such as Mindville Insight for asset and configuration management, Opsgenie for incident management, Automation for Jira for code-free automation and Halp for call ticketing.

Get started today

Atlassian also thanks its more than 25,000 Jira Service Desk customers for their trust.

Customers automatically switch to Jira Service Management at the same cost and plan level as they currently are. So rest assured that everything you’ve learned to appreciate about Jira Service Desk works the same way in Jira Service Management.




GlobalLogic Marketing

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