Jira Service Management

Enhance enterprise-wide service delivery with our simple, powerful Request Management system. It streamlines service requests for all business areas, boosting efficiency and collaboration. Ideal for any size enterprise, it improves service quality and productivity.

Jira Service Management is capable of supporting all aspects of business service requests, from IT to HR and more. Having a consistent tool for ALL support requests is no longer a fairy tale for organisations.

Unified Service Portal:

Provides a single access point for all employees to submit requests, report issues, or search for information, ensuring a consistent user experience across the enterprise.

Customisable Service Desks:

Enables different departments to set up and customise their own service desks, tailoring the service management experience to their specific needs and processes.

Automated Workflows:

Automates service delivery and operational tasks with customizable workflows, improving efficiency and reducing manual effort across departments.

SLA Management:

Supports the definition, tracking, and reporting of Service Level Agreements (SLAs) to ensure timely response and resolution of requests and issues, tailored to the needs of each department.

Knowledge Management

Integrates with Confluence to create and manage a knowledge base, allowing users to find answers to common questions and reducing the volume of incoming requests.

Minimise disruptions and maintain seamless operations with our dynamic Incident Management system within Jira Service Management. Designed to quickly address and resolve incidents, this system enhances your organisation's resilience, ensuring you can meet challenges head-on with efficiency and confidence. Tailored for organisations of any size, our Incident Management solution prioritises swift response, restoring services to optimal levels promptly.

Rapid Incident Detection and Classification: Automatically detect and categorise incidents based on severity, impact, and urgency. This feature ensures that your team can immediately focus on the most critical issues, facilitating faster resolutions and minimising operational downtime.

Streamlined Incident Resolution Processes: Leverage predefined workflows that guide your team through every step of the incident resolution process. From initial detection to post-mortem analysis, our workflows are designed to optimise your response strategy and ensure consistent, effective handling of every incident.

Integrated Communication Channels: Maintain clear, open lines of communication between IT teams and stakeholders. Our solution integrates with Teams & Slack, ensuring that everyone involved is informed and up-to-date on incident status, actions taken, and resolution progress.

Post-Incident Analysis and Learning: Benefit from comprehensive post-incident reviews and reporting capabilities. Our services help you capture lessons learned, making it easier to implement improvements and prevent future incidents. This continuous learning cycle is key to enhancing your operational resilience and service reliability.

SLA Adherence and Reporting: Monitor and report on SLA compliance, ensuring your team meets or exceeds the service expectations set with your users. This visibility not only helps in maintaining high service quality but also in building trust and satisfaction among your users.

Jira Service Management transforms the way organisations handle incidents, moving beyond reactive measures to a more proactive and prepared stance. Embrace a solution where swift resolution, effective communication, and continuous improvement are the cornerstones of your incident management strategy. 

Ensure uninterrupted service and rapid response with our On-Call Alert Management system, powered by Opsgenie. This advanced solution is engineered to keep your teams alert and ready, providing the right tools to manage on-call schedules and respond to issues before they impact your business. Suitable for organisations of any scale, Opsgenie is your frontline defence against unexpected service disruptions, ensuring operational continuity around the clock. In addition, Opsgenie is fully integrated into Jira Service Management so all Incidents created as a result of an alert can be managed in one centralised location.

Intelligent Alert Routing: Opsgenie delivers critical alerts to the right person, at the right time, ensuring swift action. By intelligently routing alerts based on on-call schedules, skills, and preferences, ensuring that incident response is both timely and effective.

Customisable On-Call Schedules: Easily configure on-call schedules that reflect your team's structure and availability. Opsgenie supports rotations, overrides, and escalations, making it simple to manage on-call responsibilities and ensure coverage under any circumstances.

Seamless Integrations: Connect Opsgenie with your monitoring, ticketing, and collaboration tools for a unified incident response workflow. This integration ensures alerts are not only received but also actioned upon quickly, with all necessary context at your responders' fingertips.

Real-Time Collaboration: Facilitate instant communication among responders with built-in collaboration tools. Whether it's chat ops, video calls, or integration with existing communication platforms, Opsgenie ensures your team can coordinate and resolve incidents efficiently.

Post-Incident Insights: After action is taken, Opsgenie provides detailed reporting and analytics to help you understand incident patterns, response effectiveness, and areas for improvement. These insights are invaluable for refining processes, enhancing team performance, and ultimately, reducing incident frequency and impact.

With Opsgenie, embrace a proactive approach to on-call alert management. Its powerful features not only prepare your team for rapid incident response but also support a culture of continuous improvement and operational excellence.

Navigate the complexities of change with confidence Jira Service Managements Change Management solution. Tailored for adaptability and control, this feature empowers your organisation to implement changes efficiently and with minimal risk. Perfect for enterprises of all sizes, it facilitates seamless transitions, ensuring that every change moves you forward, not backwards.

Streamlined Change Processes: Simplify the planning, approval, and implementation of changes with our structured workflows. Designed for clarity and efficiency, these processes make it easy to manage changes across your IT infrastructure, applications, and services, ensuring that nothing falls through the cracks.

Risk Assessment and Prioritisation: Automatically assess and prioritise changes based on potential impact and risk. This proactive approach ensures that you can mitigate potential issues early in the process, maintaining stability and service quality.

Comprehensive Oversight with Dashboards: Gain real-time visibility into the status of changes with customisable dashboards. Track progress, identify bottlenecks, and make informed decisions, all from a central location, to keep your change initiatives on track.

Collaborative Review and Approval: Facilitate collaboration among stakeholders with integrated review and approval processes. Ensure that every change has the backing it needs to succeed, from IT teams to business leaders, enhancing accountability and alignment.

Post-Implementation Review: Learn from every change with post-implementation reviews. Analyse outcomes, document lessons learned, and continuously refine your change management practices to improve future initiatives.

Our Change Management solution transforms the way your organisation approaches change, turning potential disruptions into opportunities for improvement and growth. With Jira Service Management, you’ll have the tools and insights needed to manage change proactively, ensuring that your services and operations evolve smoothly and efficiently.

Optimise Your Asset Lifecycle with Comprehensive Asset Management in Jira Service Management. Designed for precision and ease, our Asset Management solution empowers organisations to maintain full visibility and control over their assets throughout their lifecycle. From procurement to retirement, manage your assets efficiently, ensuring they contribute positively to your business operations.

Centralised Asset Repository: Create a single source of truth for all your assets. Our centralised repository allows you to track and manage hardware, software, and virtual assets across your organisation, providing detailed information on asset status, ownership, and history.

Automated Asset Discovery and Tracking: Simplify asset management with automated discovery tools that capture and update asset information in real-time. Ensure your asset database is always current, reducing the risk of discrepancies and enabling proactive management.

Seamless Integration with Service Requests and Incidents: Link assets directly to service requests and incidents within Jira Service Management. This integration offers valuable context for resolving issues faster and making informed decisions about asset utilisation and maintenance.

Asset Lifecycle Management: Monitor and manage every stage of an asset’s lifecycle. From initial acquisition to deployment, maintenance, and eventual disposal, gain insights into asset performance and cost-effectiveness, helping to optimise asset utilisation and investment.

Customisable Asset Tracking and Reporting: Tailor your asset tracking to meet the unique needs of your organisation. Utilise custom fields, tags, and reporting capabilities to track assets based on your specific criteria, making it easier to generate insights and comply with regulatory requirements.

Our Asset Management solution within Jira Service Management offers the tools and insights needed to manage assets effectively, reducing overhead and increasing operational efficiency. Empower your organisation with a solution that not only tracks assets but also integrates them into your service management processes for holistic management and improved service delivery.