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Overview Jira Service Management

Jira Service Management is a robust cloud-based platform that enables organizations to manage their IT services and support operations centrally. It features a plethora of tools, including incident management, change management, problem management, and service requests, all of which work together to bring an agile approach to IT support services. 

In this white paper, we will provide an overview of Jira Service Management, explore its benefits, and explain why an organization needing IT support services should consider using the platform. 

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Overview of Jira Service Management

Jira Service Management is an IT service management (ITSM) software platform designed to help organizations modernize their IT operations. The platform is built on the Jira Software platform, which provides organizations with an agile approach to software development.

Jira Service Management provides organizations with a central help desk system that they can use to manage incidents, service requests, changes, and problems in their IT operations. With Jira Service Management, organizations can easily track the status of their IT services, visualize their workflows, collaborate and communicate with their teams, and automate repetitive tasks.

The platform offers tools to help organizations manage their IT services, including ticketing, automation, and SLA management. It also features a powerful reporting tool that provides organizations valuable insights into their IT operations.

Benefits of Jira Service Management

Centralized Management

Jira Service Management provides organizations with a central help desk system that allows IT teams to manage all their support operations from a single platform. This eliminates the need for multiple tools, which can be time-consuming, complex, and error-prone.

With Jira Service Management, IT teams can see all current and past support incidents in a single view, which helps them to prioritize tasks and track their progress accurately.

Collaboration and Communication

Because Jira Service Management is built on the Jira Software platform, it enables teams to communicate and collaborate with each other seamlessly. The platform features several collaboration tools, including comments, tags, and mentions, making it easy for teams to share and keep everyone on the same page.

Teams can also collaborate around support tickets. When a ticket is assigned to a technician, they can easily communicate with the end-user to gather more information, update them about the ticket status, or close the ticket when complete.


Jira Service Management allows organizations to automate repetitive tasks, freeing up IT teams to focus on more critical issues. The platform features a powerful automation engine that enables teams to create custom automation rules, automating several mundane tasks such as ticket creation or automated responses to customer queries. This significantly reduces the time and resources required for support teams to manage support tickets.

SLA Management

Jira Service Management enables organizations to customize their SLAs according to their needs, monitor SLA performance against targets, and automate SLA alerts.

With Jira Service Management, IT teams set service level agreements (SLAs) that define performance targets. The platform features a powerful SLA engine that can automatically track the status of SLAs and alert support teams when SLA thresholds are breached. This ensures that support teams are always aware of performance targets and can take corrective actions as soon as possible.


Jira Service Management is highly scalable and can meet the support needs of organizations of all sizes. The platform can handle a high volume of support tickets, multiple users, and large teams. Additionally, Jira Service Management integrates with several other systems, including Active Directory, ServiceNow, and Zendesk, which makes it easy to scale up or down support operations as required.

Why You Need to Use Jira Service Management

Improved Customer Satisfaction

Jira Service Management enables organizations to provide top-notch support services and improve customer experiences. With the central help desk system, IT teams can easily manage tickets, prioritize tasks, and resolve issues quickly while keeping the end-user informed about the status of their tickets. Additionally, Jira Service Management eliminates the need for multiple support tools, which ensures that end-users are not passed from pillar to post.

Efficiency and Productivity

Efficiency and productivity are critical to organizations, and Jira Service Management can help. With automated processes and workflows, IT teams can easily prioritize critical issues, proactively monitor performance targets, and address bottlenecks in their IT service operations. This translates into faster ticket resolution rates, fewer errors, and reduced downtime, ensuring end-users can focus on their core activities.

Customizable and Scalable 

Jira Service Management is designed to be highly customizable and scalable, catering to the needs of organizations of all sizes. Its robust automation engine, workflows, and integrations make it easy to customize the platform to meet specific requirements. Additionally, the platform supports multiple teams, and its scalability ensures that organizations can easily add more users and resources as required.

Powerful Analytics and Reporting

Jira Service Management provides organizations with powerful analytics and reporting tools to track key performance indicators, identify trends and make data-driven decisions. The platform features several pre-built reports and dashboards that provide real-time insights into support operations, including ticket resolution rates, SLA breach rates, and technician performance.

With Jira Service Management, IT teams can access valuable insights across the entire spectrum of their IT support operations. This allows them to identify areas for improvement and optimize their support operations for maximum efficiency. The reporting tool also makes it easy for organizations to create custom reports and visualizations based on their needs.

In Conclusion

Jira Service Management is an essential platform for modernizing IT service and support operations. The platform provides a single source for managing IT support services, allowing organizations to improve customer satisfaction and deliver more efficient and productive support services. With its customizable workflows, robust automation engine, powerful analytics, and reporting tools, Jira Service Management is a must-have for any organization needing effective IT service and support management.

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