If You Could Rebuild Jira Service Management From Scratch… What Would You Keep, What Would You Remov

[AGASTYA ANOOP SHARMA]

Imagine Atlassian invited you to help design the next generation of Jira Service Management.

You have three challenges:

Keep only 5 existing JSM features.

Remove 3 features forever.

Invent 1 brand-new capability that doesn't exist today.

What would your ideal version of Jira Service Management look like?

I'm interested in understanding what experienced admins, developers, support engineers, and ITSM professionals value the most.

There are no right or wrong answers—just different perspectives.

Let's compare ideas and see what the community would build if we had the opportunity.

[AGASTYA ANOOP SHARMA · Accepted solution]

In my opinion, I'd definitely keep Automation, Assets, SLAs, Queues, and the Knowledge Base. These features are what make JSM powerful and help teams work more efficiently every day.

Instead of removing features, I'd simplify permissions, improve automation debugging, and make the admin experience more intuitive.

If I could add one new feature, it would be an AI Service Health Advisor that proactively identifies risks, recommends improvements, and highlights configuration issues before they impact users.

I think the future of JSM isn't about adding more features—it's about making the platform smarter and easier to manage.