🚀 Join the Early Access Program: Proactive Service Management for Jira Service Management

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What if you could resolve IT issues before employees even noticed them?

Imagine an employee starting their day without ever experiencing a slow laptop, an application crash, low disk space, or a network issue—because IT had already detected and resolved the problem.

That's the vision behind Proactive Service Management (PSM).

Proactive Service Management combines Digital Employee Experience (DEX) with IT Service Management (ITSM), enabling IT teams to proactively detect, remediate, and prevent endpoint issues from a single Jira Service Management experience. Employees receive proactive assistance directly through the Rovo Desktop app, while IT teams manage health, remediation, and operational insights from Jira Service Management.

We're excited to invite Jira Service Management Premium and Enterprise customers to our Early Access Programfor a new capability that helps IT teams move from reactive support to proactive issue prevention.

Instead of waiting for employees to report problems, PSM continuously monitors device health, detects issues early, automatically remediates common issues where possible, and proactively guides employees when automation isn't available.

The best support ticket is the one that's never created.

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Why Proactive Service Management?

Traditional IT support begins after something goes wrong.

Employees notice a problem, spend time troubleshooting, search for help, or raise a support request. Sometimes, they simply work around the issue and silently suffer through a degraded experience without ever contacting IT. Meanwhile, support teams spend valuable time diagnosing and resolving issues that could often have been detected—and in many cases prevented—much earlier.

Proactive Service Management changes that model by helping IT identify and resolve issues before they disrupt employee productivity.

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What's included in the Early Access Program?

🔍 Detect issues before employees are impacted

PSM continuously monitors device health and proactively detects a prioritized set of endpoint issues before they impact employee productivity.

Early Access participants will experience proactive detection across scenarios such as:

• Application and browser crashes (for example, Outlook, Teams, Zoom, and Chrome)
• Disk and storage issues
• CPU and memory performance issues
• Network, Wi-Fi, and VPN connectivity issues
• Windows updates, security, and system health
• Policy, boot, and login issues

We'll continue expanding detection and remediation coverage throughout the Early Access Program based on customer feedback.

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⚡ Proactively resolve issues

When supported, PSM automatically resolves issues before they disrupt employees through:

• Silent remediation for safe, automated fixes
• Approval-based remediation when employee consent is required
• Guided self-service for issues that can't be automated

This helps employees stay productive while reducing the effort required from IT support teams.

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📊 Operational visibility for IT teams

PSM provides dedicated experiences for IT administrators and support agents, giving them visibility into fleet health, deployment status, top issues, remediation outcomes, audit history, and operational trends. Admins and agents can also review detected issues and initiate remediations directly from the dashboards, helping resolve problems faster while measuring the impact of proactive support.

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🎯 Reduce support tickets

By identifying and resolving issues before employees need assistance, PSM helps reduce ticket volume while improving employee productivity and enabling IT teams to focus on higher-value work.

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Who should participate?

We're looking for Jira Service Management Premium and Enterprise customers who:

• Use Jira Service Management to support employees across their organization.
• Want to shift from reactive support to proactive IT operations.
• Are looking to improve employee productivity while reducing support tickets.
• Are excited to partner with the PSM team and help shape the future of Proactive Service Management.

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What happens after you register?

Once you submit your application:

• We'll review your request.
• Selected participants will receive onboarding guidance from the product team.
• You'll get early access to Proactive Service Management and have the opportunity to influence the product through ongoing feedback.

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Ready to get started?

👉 Register for the Proactive Service Management Early Access Program

https://privacy.atlassian.net/servicedesk/customer/portal/3537/create/5915

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We'd love your feedback

This is an Early Access Program, and your feedback will directly influence the future of Proactive Service Management before General Availability.

Have questions or want to learn more? Drop a comment below—we'd love to hear from you!

[AZAPI]

Proactive IT support makes a lot of sense. Detecting and resolving endpoint issues before they become tickets could save support teams significant time while keeping employees productive.