From Jira Service Desk to Jira Service Management: Evolution from Helpdesk to full suite ITSM
When it comes to Jira and Atlassian, people tend to think of Jira Software, which is designatedly built for software development teams
But how about other departments such as IT, Sales, Marketing, HR, Facilities...? Atlassian addressed this question by introducing Jira Service Desk in 2013, which was initially built for IT Helpdesk team, as the name implies
Until now, #JiraServiceManagement has been a leading ITSM/ESM tool. Over the last decade, Atlassian has acquired and incorporated tools such as Statuspage, Opsgenie, Automation for Jira, Halp, Mindville's Insight, ThinkTilt's ProForma to JSM to enhance its capabilities and features, especially for ITIL-influential ITSM practices such as Incident Management, IT Assets Management, Service Request Management, Service Desk...
As usual, we created the diagram below to capture the evolution of this remarkable tool
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