Jira Service Management: Structured ITSM solution

With Jira Service Management, you can organise your IT service management transparently and clearly within your team. Manage external and internal support requests centrally in one place.

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The double package: IT services and IT support

With Jira Service Management, you get the full package. This ITSM solution consolidates external and internal support requests into a single ticketing system. Your service team can process these tickets in a structured manner using the browser-based tool, thereby ensuring compliance with your service level agreements. Those seeking help can find answers to frequently asked questions directly in an optional knowledge base. This Atlassian product is ideal for teams working in incident, change and problem management.

Our colleagues at Scolution provide an insight into the Jira Service Management ticketing system in this video.

Advantages when working

  • A clear and modern ITSM ticketing system for tracking support requests
  • Simplified and customisable view for customers
  • Your service level agreements can be monitored and adhered to more easily
  • Your ITSM environment can be expanded as required with comprehensive APIs and over 900 apps.
  • You can connect Microsoft Teams and Slack to Jira Service Management and create and manage tickets centrally directly from the chat.
  • A knowledge base for automatically answering frequently asked questions is possible
  • Comprehensive reporting makes controlling easier
  • Jira Service Management can be linked to issues in Jira Work Management and Jira
  • With pre-built ITIL workflows and sophisticated user management, you can scale Jira Service Management effortlessly.

Which functions does Jira Service Management offer?

Jira Service Management

The Jira ticketing system offers a wide range of features, and thanks to customised integration, it can be tailored precisely to your business.

✔ Flexible page permissions
✔ Real-time notifications
✔ Powerful search filters
✔ Integrated task management
✔ Extendable with add-ons
✔ Page labels for organisation
✔ Mobile access
✔ Easy sharing
of information ✔ Interactive ticketing solution with Slack and Microsoft Teams

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As an Atlassian Platinum Solution and Enterprise Partner, you benefit from our extensive experience and best practices gained from numerous client projects. Put your trust in Communardo to set your projects on the path to success. We provide a one-stop shop for all your needs.

As an Atlassian Partner, we’re here to support you. If you have any questions or need assistance, please feel free to contact us.

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An insight into Jira Service Management

When working with Jira Service Management, you will inevitably come across the terms ‘agents’ and ‘customers’. Agents process incoming tickets and communicate directly with the person seeking help, either from the back office or directly with your customers. A customer is defined as any user who submits a request via email or through a customer portal. The difference becomes clear when you look at the respective view in the Service Desk.

View for customers

What customers can do:

  • Create, comment on and track enquiries via the customer portal
  • Create and comment on enquiries via email
  • Add comments and attachments to requests
  • Add other users to their own requests

There are no costs for customers and they do not require a licence. Users can create a service request. Accordingly, there is no limit on the number of customers who can access your service desk.

Jira Service Management customer view
Jira Service Management Agent View

View for agents

What agents can do:

  • Access both the customer portal and the agent interface
  • View queues, reports, SLA targets and the customer list
  • Add, edit and delete comments on issues for customers or internally
  • Manage content in an integrated knowledge base

However, there are costs associated with agents. These depend on the deployment type you choose and how many agents you require.

Service Level Agreements (SLAs)

Jira Service Management offers customisable service level agreements. This allows you to track precisely how time-based agreements between your company and customers are being met. In this context, Atlassian’s Service Management also offers a range of predefined SLA criteria that you can draw upon.

A traffic light system on the user interface makes it easy to see the current status of a ticket at a glance. All service staff have access to the SLAs, and these can be prioritised using the queues.

Jira Service Management SLAs
Jira Service Management Queues

Queues

Jira Service Management also offers the option to prioritise incoming requests in custom-configured queues, view them or assign them to yourself. Queues can also be used to automatically assign specific requests. Predefined automations ensure that the right support request is worked on at the right time, enabling real-time work.

Comprehensive real-time reporting

Real-time reporting offers you the perfect tool for continuously improving your organisational processes. With the help of reporting, you can monitor your work processes and view them in a visual format.

Jira Service Management Reports
Jira Service Management customer portal

Jira Service Management Customer Portal

With Atlassian’s Service Management, you can set up a customer portal in just a few steps, allowing potential customers to resolve their own issues without having to rely on support staff. Of course, it is also possible to submit a request. In this case, a ticket is created and service staff will then deal with the issue. It is also possible to link the customer portal to Confluence. This allows you to set up a knowledge base to benefit from Confluence’s powerful search functions. The right answer to a question can thus be found easily and conveniently by the customer themselves.

Smooth synchronisation with Slack and Microsoft Teams

Support your team right where they work with a chat-based helpdesk. With the Jira Service Management Chat feature, you can manage enquiries directly from Microsoft Teams or Slack and convert them into support tickets. This helps you avoid transcription errors and eliminates the need for additional manual steps. Boost your team’s productivity and speed up problem resolution.

✔ Track enquiries

Turn messages into tickets. This preserves the context and helps you stay on top of things, even in active channels.

✔ Performance reports

View reports on the number of tickets created and resolved, and measure your agents’ response and resolution times.

✔ Automatic replies

Optimise your service with AI-powered virtual agent technology.

✔ One place for all tickets

Thanks to seamless synchronisation between Slack or Microsoft Teams and Jira Service Management, you can manage requests from your chats in a clear and centralised way.

The team always manages to turn our wishes into creative and well-functioning solutions. With their support, we have been able to optimise our internal processes and now work even more efficiently.
Sascha Lange (Head of Software Development & Process Management) | vividabkk

How Jira Service Management can be used

Cloud-based

  • Minimal effort required to set up Jira Service Management Cloud.
  • FREE for up to 3 agents.
  • Choose between the Standard and Premium packages.
  • Benefit from cloud security.
  • Save on expensive server costs as your site is hosted.

Scalable via the data centre

  • One-year licence, including maintenance.
  • Can be customised for your business.
  • Full control of your environment.
  • Disaster recovery with support from Atlassian.
  • Active-active clustering for high availability.

We follow a structured process when advising on and implementing Jira Service Management and other solutions. Thanks to our experience and tried-and-tested approaches, you can get started right away within just a few weeks:

These are the next steps

  1. Free consultation appointment

    During the appointment, we will discuss your current situation and what you would like to achieve. Free of charge and without obligation!

  2. Offer

    Following the consultation, you will receive a non-binding offer and information on the next steps.

  3. Implementation

    Together, we coordinate the specific course of the project. We coordinate and schedule the necessary steps for you.

  4. Go-Live

    After an extensive test phase, we prepare everything for the go-live. This also includes training your users and administrators.

  5. Continuous support

    We are also happy to provide you with long-term support in optimising your corporate strategy and are available to answer any questions you may have.

Our satisfied customers

FAQ

Jira Service Management is a ticketing system designed to map and organise the tasks of your IT and service teams. Incoming support requests are managed centrally in a single tool and automatically converted into tickets. Your service team can process these tickets in a structured manner using the browser-based tool, thereby ensuring compliance with your service level agreements. Thanks to flexible workflows, automation options and comprehensive extensibility, you can adapt Jira Service Management to the requirements of your team’s ITSM environment.

Jira Service Management supports you in IT service management. This Atlassian product is ideal for teams working in incident, change and problem management. Jira Service Management scales effortlessly thanks to pre-built ITIL workflows and sophisticated user management. Interfaces with other Atlassian products, such as Jira Software, ensure error-free end-to-end service delivery across departments. Suitable for small and medium-sized enterprises as well as large corporations.

The cloud version of Jira Service Management is free on the Free plan. The Free plan includes 3 agents and up to 2GB of storage. If you need more capacity, you can take advantage of a free trial period for Standard or Premium accounts for up to 7 days. Jira Data Centre can be tried for free for up to 30 days.

Jira Software is a bespoke product designed specifically for software teams. As such, Jira Software combines powerful integration with developer tools with the key elements of agile development. Jira Service Management is ideal for your IT and service teams, offering everything you need for out-of-the-box management of incidents, problems and changes. 

On our blog, we’ve summarised the similarities and differences between Jira Software and Jira Service Management in a concise overview.

Would you like to know more about Jira Work Management? We explain the differences between the three Jira products in our YouTube video. 

Further services

We don’t just help you with the implementation and configuration of Jira Service Management; we also offer a wide range of other services.

Take advantage of our comprehensive range of services for Atlassian products:

Let us advise you on Atlassian products and benefit from our many years of experience at Communardo
To optimise your IT strategy, we analyse your licence requirements
Practical training for digital collaboration and modern corporate communication

Experiences and successes of our customers

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