Explore how Jira Service Management Cloud differs from Data Center
Learn about updated navigation, new team templates, AI-powered features, and the enhanced agent and Help Center experiences.New space types
In addition to the standard IT service management and customer service management templates, Jira Service Management Cloud also has space templates for other teams, such as HR, Marketing, Finance, Sales, and Legal that are not available in Jira Service Management Data Center.
Find your templates
Start your space off right with a pre-configured template. Or showcase how your team works. Submit your template idea here.
Changes to the work item view
The new Jira work item view experience outlined in the Jira section above is now available across all Jira apps, including Jira Service Management. This means a better and more consistent experience for users. Take a look at the screenshot below to see how it all comes together:
- Quick-add buttons: Create subtasks or link work items, add web or Confluence links, or add content from Atlassian Marketplace apps.
- App switcher: Switch between Atlassian and third-party apps, like Confluence, Talent, and Miro, or go to other sites.
- Back to queues: Go back to your queues with a single click.
- Search: Find work items, spaces, boards, queues, filters, and people. If enabled, paid editions get AI-powered, cross-app search with Rovo.
- Work item status: Select the status, then choose a transition to change the work item status.
- Rovo Chat: Ask questions and explore your company’s knowledge through an AI-powered chat interface. Rovo chat is available on paid editions and must be enabled by admins.
- Notifications, Help, Settings, and your profile: See what's happening in Jira Service Management, get help, and customize settings (Jira Service Management admins only) and your personal settings.
- Watch, Share, and Actions: Watch the work item or perform other actions like move and clone in the Actions menu.
- Context fields: These can include SLAs, request participants, and other information to help describe the work item. Under context fields, select ‘Show more fields’ (or ‘More fields’ in team-managed spaces) to reveal empty fields that aren't always shown on the work item view.
- Comment bar: To add a comment, select ‘Add internal note’ to post a comment that only your team can see (highlighted in yellow), or ‘Reply to customer’ to include the person who raised the request. Select the ‘Attachments’ paperclip icon to add an attachment.
TIP: Share the Jira Service Management quick start product guide with your users so they have easy access to the shortcuts above.
Assets in Cloud
Assets are Jira Service Management’s native asset and configuration management app (included in Jira Service Management Cloud Premium and Enterprise). Stored assets and CIs are referred to as objects, grouped by object type, and organized within schemas to visualize critical relationships. It is compatible only with company-managed spaces.
Queues and the new agent experience
With the new agent experience, service teams are now able to triage work items more effectively, scan request details at a glance, and deliver speedy responses to customers.
Queues can be better customized for your teams
Cloud
Data Center
Replying to your customers is easy
Triaging is faster with queue actions
Agents can quickly navigate to favorites
NOTE: Read this Community Forums post to learn more details on each improvement outlined above.
Differences in the Help Center and Portal
- Customize the columns in your customers' Request lists (to quickly filter and find the requests they’re looking for a status update on)
Help channels
Just like in Data Center, requests in Cloud can be created in the Help Center, email, and APIs.
In Jira Service Management Cloud, you can embed the portal widget on any page of your site/app to collect requests from your customers. See how the widget works in practice.
In Jira Service Management Cloud, you can embed the portal widget on any page of your site/app to collect requests from your customers. See how the widget works in practice.
NOTE: Atlassian cloud apps come with an internal SMTP server configured to send notifications. The internal SMTP server is not configurable, but you can configure Jira Service Management Cloud to send emails on behalf of your domain. For more information on how to use a custom 'space email address' with your domain, refer to Configuring Jira Cloud to send emails on behalf of your domain.
Incident management functionality
Features such as alerts, on-call schedules, incident command center, post-mortems, and heartbeats are bundled with Jira Service Management Cloud.
Change management features
Change management in Cloud has additional features that can help teams better plan, schedule, and deploy changes to production. Change calendars and change management automation with connected CI/CD tools ensure that nothing falls through the cracks.
AI capabilities
Jira Service Management includes powerful AI features that help teams deliver exceptional service experiences more efficiently and with less manual effort. Here are some of the ways AI can accelerate your service management outcomes:
- Always-on, self-service support: Instantly resolve common requests by automating tier 1 support interactions and providing users with accurate answers from your knowledge base, reducing repetitive tickets and freeing up agent time.
- Accelerated triage and response: Boost service team productivity with AI-powered suggestions and actions. Automatically prioritize your queue, summarize work items, identify the best assignees, recommend troubleshooting steps, and draft responses for quick resolution.
- Intelligent incident management: Streamline incident detection and response with AIOps capabilities that prioritize critical alerts, surface related incidents and changes, suggest root causes, and route work items to the right team members for faster, more effective resolution.