Jira Service Management — JSD Reimagined

Jira Service Management — JSD Reimagined

Atlassian has just announced the launch of Jira Service Management (JSM), the evolution of Jira Service Desk (JSD) with new features!


The role of IT teams in improving Jira Service Desk

The launch of Jira Service Management proves Atlassian’s commitment to invest heavily in IT Service Management (ITSM), with the expectation that richer IT Service Management capabilities will aid customer support, IT operations and business teams.

More than just a name change

In the midst of rapid transformation, IT teams are constrained by legacy tools and outdated ways of working. The change in name from Jira Service Desk to Jira Service Management is fitting because Atlassian has enhanced the product to benefit modern IT Service Management teams.

Incorporating IT Service Management, Major Incident Handling and DevOps

IT Service Management 

Jira Service Management will include:

  • New ITIL IT Service Management project templates with service request, incident, change, and problem ticket queues.
  • Bulk actions across all projects, allowing you to link, comment, assign, transition and delete tasks.
  • Service Registry for IT teams to register operating technical services which serve as a lightweight Configuration Management Database (CMDB) to provide more context for changes.

Major incident handling

Atlassian has taken the powerful incident swarming and on-call alerting capabilities of Opsgenie and built them directly into Jira Service Management. Features include:

  • Designated ticket categories for incident management.
  • Deeper change management and incident management capabilities with the inclusion of Opsgenie functionality in all Cloud Editions.
  • An escalation of incidents to major incidents in Opsgenie with the sending of alerts to notify the correct team(s) for faster swarming and resolutions.
  • The option to create major incidents in Opsgenie from existing incidents in Jira Service Management.
  • A way to link incidents in Jira Service Management to existing incidents in Opsgenie.

Change management

Atlassian has made it possible for teams to understand changes and innovate faster with integrations in modern software workflows for DevOps teams, with change management built for the DevOps era. Updates include:

  • New change request workflows for a better understanding of changes — for innovating faster with integrations in modern software workflows.
  • Automatic change requests from Continuous Integration/Continuous Delivery (CI/CD) tools, such as Bitbucket Pipelines.
  • The ability to set group approvals for a change request in the Service Registry.
  • Integration with Bitbucket to control deployments via change management approvals.
  • Automated change intake from deployment tools:

– Bitbucket Pipelines.

– Circle CI.

– Jenkins.

– Octopus.

  • A new affected services condition that leverages Automation for Jira to be the risk assessment and change policy engine for change management. There will also be sample rules provided to streamline set up.
  • Integration with Jira Software and Bitbucket for automatic change record creation.

Useful to know

  • To access both the Jira and Opsgenie interface, you will need to be licensed to Jira Service Management.
  • Jira Service Desk Data Center will also become Jira Service Management. The key difference between Cloud and Data Center is that whilst the new incident management features and integration with Opsgenie is available in Data Center, it is only with a separate purchase of Opsgenie.
  • All of the new features are only available in classic projects.
  • Jira Service Management is not a bundle. There will only be one line item on your bill and in terms of user access, there will be only one product license for you to choose from.
  • You can still set up an integration between JSM and standalone Opsgenie to view and link requests to major incidents.
  • The Opsgenie stakeholder feature (i.e. alerting stakeholders, etc.) will remain; however, JSM will not be able to support free stakeholder roles. This means stakeholders will have to be licensed users.
  • Existing Opsgenie customers will be given the option to either “merge/consolidate” Opsgenie or have it as a standalone product. The remain (or “do nothing”) option will be standalone, but you can decide to merge later. If you choose the merge option, you will be able to select the right JSM Cloud Edition and proceed with the merge with no data loss in the Opsgenie instance. If you simply choose to “do nothing”, then JSM will not create an Opsgenie on the same site as two instances on the same site are not possible. However, if you do choose to remain, the incident management functionality will continue to work. In this case, a licensed JSM user will not be able to directly access the standalone Opsgenie.

The future of Jira Service Management

what's next

With Jira Service Management, teams can deliver end-to-end value at high-velocity with an IT Service Management platform that:

  • Empowers teams to deliver value faster.
  • Increases visibility via an open, collaborative platform.
  • Accelerates the flow of work between development and operations.

Coming soon:

  • A fully-integrated Configuration Management Database (CMDB), and asset management capability powered by Atlassian’s Mindville Insight product.
  • Future releases will include conversational ticketing capabilities from Halp.
  • While Jira Service Management is currently offered as free, standard or premium, enterprise editions of Cloud are expected soon.
  • As Atlassian’s identity solution advances, stakeholder roles will become free.
  • The version of Data Center that Jira Service Management will be released on (4.14) is expected at the end of 2020.
  • New change management features are expected for Data Center editions.


Share on facebook
Share on twitter
Share on linkedin