Jira Service Management

Jira Service Management (JSM) is a comprehensive service management solution developed by Atlassian. It enables organizations to deliver exceptional service experiences to their customers, internal teams, and stakeholders. 

The Work Of Jira Service Mnagement
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Jira Service Management is built on the Jira platform, renowned for its robust issue and project-tracking capabilities, making it an ideal tool for IT service management (ITSM) and other service management applications.

IT Service Management (ITSM)

  • Streamline IT support and operations with a modern, ITIL-compliant service desk.
  • Automate routine tasks and improve service delivery.

    • Customer Service Management

  • Enhance customer support with a responsive and efficient service desk.
  • Integrate with CRM and other customer-facing tools for seamless service.

    • Business Process Management

  • Manage non-IT service requests such as HR, finance, and facilities.
  • Standardize processes across the organization for better efficiency.

    • Benefits of Jira Service Management
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    Customizable Workflows

  • Adaptable workflows to fit specific business processes and requirements.
  • Templates and best practices to accelerate setup and deployment.

    • Enhanced Collaboration

  • Unified platform for IT, development, and business teams to collaborate effectively.
  • Integration with other Atlassian tools like Jira Software, Confluence, and Bitbucket.


    • Real-Time Reporting and Analytics

  • Gain insights into service performance and customer satisfaction.
  • Dashboards and reports for tracking key metrics and identifying improvement areas.

    • History of Jira Service Management

    Jira Service Management was created by Atlassian, an Australian enterprise software company co-founded by Mike Cannon-Brookes and Scott Farquhar in 2002. Atlassian is renowned for its suite of productivity and collaboration tools, including Jira Software, Confluence, and Bitbucket. Originally launched as Jira Service Desk in 2013, the tool was rebranded to Jira Service Management in 2020 to reflect its expanded capabilities in IT service management (ITSM) and broader service management applications. The platform leverages the power and flexibility of Jira, providing robust features for service request management, incident management, problem management, and change management, making it a vital tool for modern enterprises seeking to improve their service delivery and operational efficiency.

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