Atlassian looks to revolutionize ITSM with Jira Service Management

Atlassian Corporation Plc (NASDAQ:TEAM), a leading provider of team collaboration and productivity software and the maker of Jira, Confluence, Bitbucket and Trello products, has extended its footprint in IT service management (ITSM) with the launch of Jira Service Management, a cloud-based tool. With an aim of bringing IT operations and development teams together to collaborate at high velocity and power digital enterprises, Atlassian has introduced Jira Service Management to address IT support processes more easily.

Jira Service Management is the next evolution of Jira Service Desk, Atlassian’s popular help desk solution, and builds on the capabilities already provided in Jira Service Desk with new functionality. More than 25,000 organizations employ Jira Service Desk currently, which provides the base of customers from which Atlassian intends to drive convergence of DevOps and ITSM workflows. Teams can leverage a low-code approach to defining and refining their own workflows and record types, all while remaining standardized on Jira.

As part of the new features, Jira Service Management includes on-call scheduling, alerting and incident swarming functionality from Atlassian’s incident management product, Ospgenie, along with deeper integrations with Jira Software for project management, Bitbucket for code repositories and Confluence for collaboration. The tool also has new change management functionality to help teams respond to business changes faster. IT teams can leverage capabilities geared at helping them create amazing service experiences, such as bulk ticket actions and machine learning algorithms that intelligently categorize similar tickets and enable teams to take action quickly.

Edwin Wong, Head of Product, IT, Atlassian said, “The launch of Jira Service Management comes at a time when more organizations are starting to transition ITSM to the cloud. This announcement underlines Atlassian’s commitment to investing in the ITSM space, a market where we continue to see strong momentum and growth. With most IT staff working from home either full or part-time to help combat the spread of the COVID-19 pandemic, organizations need ITSM platforms that are easily accessible from anywhere. With Jira Service Management, teams and the broader organization can get visibility into work happening across the entire company.”