Jira Service Management: a new service desk experience

Jira Service Management from Atlassian is the new generation of Jira Service Desk. From November 2020, Jira Service Desk features will be gradually added, which till now were only available separately in other Atlassian products such as Opsgenie, Mindville Insight and Halp. This will make Atlassian’s service desk solution a much more complete and modern IT Service Management tool.

By ending the possible hold-ups between teams working separately, solutions, problem-solving and support requests (internal and external) can be carried out faster, based on richer and more detailed information. Jira Service Management empowers organisations with greater visibility and responsiveness, fostering and promoting efficient collaboration between teams.

Previously available only as a separate product, Opsgenie’s integration with Jira Service Management will allow you to manage alerts for incidents, disruptions or plan service interventions. Support requests for incidents in Jira Service Management can be tested and escalated within the product, which will automatically generate, for example, alerts for the team responsible for the services. These features will be available in the Cloud version. For Server and Data Center customers, integration with Opsgenie can only be achieved with the solo acquisition of this service.

Mindville‘s Insight will also be part of Jira Service Management. A flexible asset & configuration management tool, which allow you to catalogue your organisation’s assets, such as hardware, software, car fleet or office supplies. This will offer a more detailed and interlinked view in managing its lifecycle. All types of orders within Jira Service Management can quickly be enriched with detailed information from Insight. Example: an order related to laptop assistance or a licence that needs renewing can now automatically be added with all its associated technical information. Insight features will be available on Jira Service Management in the second half of 2021.

Halp allows you to create, sort and manage tickets using conversational tools, and will also be included in Jira Service Management in the second half of 2021. It will be possible for teams to integrate Slack (already available in Halp’s standalone version) or Microsoft Teams (in testing) with Jira Service Management and manage orders directly in these applications.

Source: Atlassian

In addition to the new capabilities included in the product, Jira Service Management will also provide new templates for support projects. These templates will cover typical settings in Incident & Change Management, Service Request and Problem Management scenarios, speeding up the tool’s adoption process. They will also integrate naturally with Bitbucket, offering automated new controls, deployments approval and greater tracking in problem analyses.

The new Jira Service Management is now available as a Cloud version with several plans available – Free, Standard, Premium and Enterprise – with added features of Insight and Halp being made available gradually over the coming months. The Server and Data Center versions will arrive via update later this year.

Are you ready to amplify service management in your organisation?

Tiago AlmeidaJira Service Management: a new service desk experience


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