Tag: jira service management

Jira Service Management, previously known as Jira Service Desk, is a product developed by Atlassian that functions as a service desk for IT and service management professionals. It provides an efficient, collaborative, and structured way for teams to handle incoming service requests and incidents.

Here are some key features of JiraService Management:

1. Service Request Management: JiraService Management allows users to raise tickets for any type of service request. This could be anything from requesting a new laptop to asking for help with a software bug.
2. ITIL-Certified Service Management: JiraService Management is certified in four ITIL (Information Technology Infrastructure Library) processes: service request fulfillment, problem management, change management, and incident management. These are widely recognized best practices for IT service management.
3. SLA (Service Level Agreement) Management: You can set up SLAs to make sure your team responds to and resolves service requests within agreed timeframes.
4. Customer Portal: It provides a user-friendly interface where users can raise requests, and track their progress without needing to understand Jira on the backend.
5. Knowledge Base: Jira Service Management integrates with Confluence to provide a knowledge base where users can find self-service help, reducing the number of repeat queries for common problems.
6. Change Management: Teams can manage changes efficiently with automated workflows, and assess risk using smart values to calculate a change risk score.
7. Asset Management: Jira Service Management integrates with tools like Insight by Mindville, Opsgenie, and others to help teams track assets and infrastructure or respond to incidents and changes more effectively.
8. Reporting and Analytics: It provides out-of-the-box reports and advanced analytics options to help teams track and improve their performance.

Jira Service Management is built on Jira, which means it can be integrated seamlessly with other Atlassian tools, and benefits from the flexibility and customizability of the Jira platform.