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What is Jira Service Management ?- Discover Atlassian’s ITSM Tool

What is Jira Service Management

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Jira Service Management is Atlassian’s powerful gateway to the IT Service Management world. With its focus on optimizing workflows across development and operations and fostering collaboration, Jira Service Management (a.k.a JSM) is revolutionizing IT practices.

If you’re a first-time user of Jira Service Management, it’s natural to feel a bit lost in the mix. 

Navigating through it might seem challenging at first glance. Well don’t worry, this post is to help you get the hang of it!

We will explore Jira Service Management, what distinguishes it, who uses JSM, its components, and Latest updates for JSM.

👉 Check out Atlassian’s Quick Start Guide to Jira Service Management.

Jira Product Suite

First, let’s quickly round up the Jira Product lineup. 👉Try Atlassian Products

Jira ProductDescription 
Jira Product DiscoveryIs Jira’s take on aligning different teams (Product, Tech, Marketing, etc)  to discover product ideas and communicate them. 
Jira SoftwareIs primarily used for agile software development, allowing teams to plan, track, and release software with ease. 
Jira Work ManagementIs Jira’ simplified platform for all business teams to manage projects easily. 
Jira Service ManagementIs focused on IT service management and customer support.  It enables teams to receive, prioritize, and resolve customer requests through a centralized help desk system.
Jira AlignIs an Agile planning platform. It provides strategic alignment, portfolio management, and agile coaching capabilities to support large-scale agile transformations.

Embracing Atlassian products can be overwhelming, especially  with the steep learning curve they may present. But we’ve got the ultimate tool to make your journey smoother than ever!

Check out Our App Glossary for Confluence,

where you can create a dedicated glossary for Atlassian terms, including a more detailed description of Atlassian Products. 

Empower your teams to easily familiarize themselves with the Atlassian ecosystem.

Jira Service Management 

Jira Service Management is a specialized solution to help high-velocity teams streamline IT Service Management processes. 

JSM Logo

Let’s first briefly explain what ITSM is about?

IT service management is a set of principles to help an organization design, deliver, manage, and improve IT services to their customers. It also aims to align IT services with the needs of the business, enhance customer satisfaction, and optimize  delivery and support of IT services. 

The transition from Jira Service Desk to Jira Service Management reflects Atlassian’s commitment to expanding the capabilities of the platform beyond just ticketing. In fact, JSM incorporates a broader spectrum on IT service management, focusing on problem-solving, incident management, change management, and more. 

Jira Service Management VS Jira Software

Organizations use both Jira Software and Jira Service Management to manage their softwares. Jira Software is geared toward software development teams, whilst the latter caters to IT service management. 

In fact, Jira Service Management is the link between IT teams and software customers, it provides ITIL-compliant features and integrates incident, change, and problem management into a single, unified solution.  

This ensures seamless collaboration between IT teams and other teams, enabling efficient service delivery.

Who uses JSM? Why use JSM? 

Jira Service Management is widely used by IT and support teams to streamline their IT service management processes, resolve issues promptly, and provide exceptional customer service. 

JSM offers a seamless experience for both customers and support agents. Customers use a customizable portal to raise their requests, then the support agent receives the ticket in their dedicated JSM space, where they diligently work to resolve it.

JSM caters to a wide range of users, including external clients that use your software or internal officers within your organization. Whether it’s addressing software-related issues or handling requests for broken equipment or access requirements, JSM has you covered.

Why Jira Service Management?

There are compelling reasons why users opt for Jira Service Management as their preferred high-velocity ITSM solution.

  • Real-time Collaboration: With JSM, teams can collaborate in real-time through various means. End users can track ticket progress, while agents can request additional information directly on the ticket. The JSM live comment discussions are more efficient than email, and the ability to integrate Confluence enables seamless collaboration.
  • Customizable Portal: JSM provides a branded portal where end users and team members can interact. The portal can be tailored to match the organization’s branding.
  • Knowledge Base: JSM integrates with Confluence to create a Knowledge Database with articles, FAQs, and guides. This empowers users to find solutions independently and reduces unnecessary ticket creation.
  • Automation: JSM provides an automation suite to streamline repetitive tasks, allowing teams to focus on their core job and save time on workflow management.

Next in our agenda, we’ll get into JSM components starting with its specific issue types to its intuitive dashboard. 

JSM Components

In this section, we’ll go through Jira Service Management components: from template, issue types, and more.

Jira Service Management Templates:

Jira Service Management provides customized templates for different departments from IT, HR, to Marketing teams, etc.

Once you navigate to the JSM Product from the drop down menu in the top left corner of your page :

A series of service management project templates will appear. 

Jira Service Management Product

You can select the template that fits your project needs and your team objectives. 

Jira Service Management Project Templates

Jira Service Management Issue Types

Here is a simple and quick introduction to JSM Issue types: 


Tracking and measuring support performance is an important step to ensure customer satisfaction. Luckily, Jira always comes bearing gifts for its users. Default and custom reports are provided to JSM users to monitor their work progress. 

To cater for different needs of JSM support agents and admins, Atlassian provides several reports. JSM reports vary from Agent Workload reports, Customer Satisfaction reports, to Support process reports (like Time to Resolution report).

Steps to generate reports.

Navigate to your service management project > Click on  “Reports” in the left side menu. 

JSM Reports

A series of report templates will appear > Select your desired template and Fill out the necessary details for your report. 

Report Templates

Here are some example of JSM reports: 

Agent Workload Reports : 

This Pie chart provides an overview of workload distribution for support agents across your team. This report helps monitor and enhance support team productivity and issue resolution process by balancing workload across all agents equivalently. 

Customer Satisfaction Reports: 

A support agent’s objective is to ensure a well-attained customer satisfaction of the support service provided through the JSM platform. And, One of the most important reports is customer satisfaction. The JSM Customer Satisfaction (CSAT) reports capture feedback from customers after their support ticket has been resolved in a simple  table format. 

Through  tracking and enhancing CSAT scores, you are able to identify areas of improvement in your customer service process, and address issues accurately. 

Time to Resolution Reports: 

Time to resolution reports track the average time it takes to resolve issues in JSM. This report helps you identify bottlenecks in your support team process, and understand the efficiency of your service delivery process. 

SLA (Service Level Agreement) Reports: 

Service Level Agreements are your support binding contract. SLA reports allow a support agent in JSM to monitor their SLA expectations vs reality. It provides insights on your support team performance in meeting agreed-upon service levels. By analyzing SLA reports, you can identify areas for improvement, ensure compliance with service level targets, and make data-driven decisions to optimize service delivery.


To take the reporting and tracking process to the next level, Jira dashboards provides more detailed gadgets specific to the project type. 

The process for creating a Jira Service Management project dashboard follows the same steps as creating a dashboard in Jira Software or any other Jira product.

👉 Learn more about Jira Dashboards

Jira Service Management is continuously working on harnessing its functionality and ensuring high-velocity service management. These updates showcase Atlassian’s commitment to continuous improvement to meet the ever-changing needs of IT service management. 

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What is Jira Service Management ?- Discover Atlassian’s ITSM Tool