Modern IT service management (ITSM) platforms are a boon to IT service teams. They help process requests on the fly, streamline team collaboration, and prevent issues. But with so many offers on the market, it seems extremely hard to find a suitable solution.
Jira Service Management (JSM) is one of the software products developed by Atlassian, the world’s second-largest ITSM solution provider. Here’s why you need to consider switching to Jira.
What does Jira SM offer?
Since 2002, over 65,000 companies have used Jira software products, including Bosch, Citibank National Association, and Fiat Chrysler Automobiles. But what about Jira SM? Here’s the functionality it offers:
- Request management. Jira consolidates all requests from different channels in one place for further categorization, bulk management, cross-teams sharing, and resolution. The service level agreement (SLA) policy setting ensures that the request handling doesn’t cause an SLA breach.
- Incident management. Jira brings together development and operation teams to manage urgent issues faster without escalations and bottlenecks. Users can share tickets, check status updates, and prioritize ticket resolution. Reporting and analytics tools help detect related incidents that may be indicating a problem.
- Problem management. Users can assess the problem scope and identify its cause and potential impact on dependent processes. The DevOps teams can use Confluence Workspace to document the problems, review the backlog, and analyze the recurring incidents to fix the root cause.
- Change management. Teams can process change request tickets, plan and schedule changes, analyze dependencies, and track deployment automatically with connected CI/CD tools. Also, the engineers can form authority groups and manage approvals faster to prevent bottlenecks and facilitate collaboration.
- Asset management. Teams can monitor the assets for inventory management or auditing purposes. They can use this capability to improve the asset life cycle value, identify infrastructure changes, track ownership, and discover opportunities for data migration.
- Configuration management. Teams have full visibility into their IT infrastructure to accurately map the dependency hierarchy and manage configuration processes — all thanks to features like status update automation, infrastructure and asset discovery, configuration-related incident resolution, and beyond.
- Knowledge management. Users can also take advantage of a self-service portal, customizable incidents runbooks, and company playbooks to resolve issues autonomously. The machine learning algorithms show the most relevant articles based on past requests, which speeds up ticket resolution.
These features make Jira SM an all-in-one solution for agile cooperation of support agents, developers, and operations across industries.
If you already use any Jira solution, adopting or switching to Jira Service Management will simplify the deployment process and ensure smooth performance through easily integrated compatible components. And this is far from all benefits of Jira SM.
Advantages of Jira Service Management
The feature-packed Jira SM is a go-to solution for a user-friendly way to manage incidents, change requests, and more. How exactly does it stand out?
- Real-time ticket management
- Flexible pricing
- Variety of unique features (change calendar, no-code/low-code form builder, dynamic object field, etc.)
- Possibility to integrate with other processes, such as HR or project management
- Powerful technical support
- Over 2,400 integration options
- Low-code configuration and no-code automation
- Enhanced security (two-factor authentication, single sign-on, and a vast portfolio of compliances and certifications, such as FedRAMP, SOC2, SOC3, ISO 27001, and PCI DSS)
These advantages motivate healthcare, finance, and IT industries to use or switch to Jira software for service management. Thinking of the same business move? Here’s what you should know before you leap.
How to switch to Jira Service Management without losing data and time
There are two common ways to start using Jira SM: to adopt it early on or switch from another SM tool to Jira. While the first case is an easy road, the second one requires data migration first, which might be challenging.
Use automated migration services to save time and effort and preserve the quality of data from previous tickets. These tools will keep all your data, prevent duplicates, do the necessary formatting, and ensure smooth data import to Jira Service Management from help desks like Zoho, FreeScout, Freshdesk, Zendesk, ServiceNow, Salesforce, Kayako, and beyond.
Bottom line
Jira Service Management is a cost-effective and feature-rich ITSM solution. Its security, versatility of use, intuitive interface, and integration potential make it the top choice for companies across industries.
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