CSM & JSM: How to create the best of both worlds?

[Dave Mathijs]

Atlassian now promotes Jira Service Management (JSM) for internal IT operations & support and Customer Service Management (CSM) for external customer service & support.

Both apps have great and distinctive capabilities and features.

But what if you want to combine the best of both worlds?

• Customer experience hub
• Customer context
• Customer support AI agent
• CRM integration

AND (as well as)

• ITIL capabilities like service request, incident, problem and change management
• advanced workflows with approvals
• asset and configuration management
• advanced SLAs

Many organizations want to provide both excellent customer service while organizing their IT services in a structured ITSM way.

Currently, there is no way to link a customer experience to a JSM space.