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    Jira Service Management FAQs

    Transitioning From Jira Service Desk to Jira Service Management


    In short, yes. Jira Service Desk (JSD) became Jira Service Management (JSM) on November 9, 2020.

    Atlassian took the DNA from Jira Service Desk, and built out even more functionality for modern ITSM teams (plus a few surprises):

    • Built for ITSM: With designated ticket categories for incident management, change management, service requests, and problems, your team can manage, route, and triage all the work that flows through IT.
    • Modern incident management: The powerful incident swarming and on-call alerting capabilities from the popular Opsgenie product are now built right into Jira Service Management.
    • Change management, built for the DevOps era: understanding of changes and faster innovation with integrations into modern software workflows.
    • Coming soon: a fully-integrated CMDB, asset and configuration management powered by our Mindville Insight product.

    Jira Service Desk for Server and Data Center are also now Jira Service Management. The new incident management features integration with Opsgenie and is available in Server and Data Center, but only with a separate purchase of Opsgenie (as opposed to Cloud, where Opsgenie is included with Jira Service Management).

    The new change management features are coming soon to Server and Data Center.

    Opsgenie will continue to be sold as a standalone product for on-call, alerting, and major incident response. 

    At a high level, Jira Service Management's version of Opsgenie does not include Heartbeats, Incoming call routing, Live chat support, and Free Stakeholder roles. 

    However, it does include: Major incident management in Free (vs. none in standalone), Services in Free (vs. none in standalone), and Unlimited SMS alerts in standard (vs. extra charge in standalone).

    Existing Jira Service Desk Cloud customers will gain access to the Opsgenie features that match their current tiers (at no additional cost).  For current Server and Data Center customers, Jira Service Management will be available in the 4.14 Release targeted by end of 2020.

    Atlassian has plans to integrate Insight for asset and configuration management in Jira Service Management at a later time. Stay tuned for more information.

    • Increased speed of information 
    • Engages Dev and Ops teams
    • New ITSM project template
    • Service Request, Incident, Change, and Problem ticket queues out of the box
    • Bulk Actions such as Link, Comment, Assign, Transition and Delete
    • Service Registry and unification allows IT teams to register all the technical services they operate.
    • Link multiple confluence spaces

    Jira Service Management is a modern service management software that IT and customer service teams love to use. Built on the Jira platform, Jira Service Management delivers an effortless service experience, adapts to your support needs, and promises set up time and pricing at a fraction of competitors.

    New incident management features in JSM include:

    • The ability to escalate an incident to a major incident in Opsgenie (which can then send alerts and notify the correct team(s) to quickly swarm and resolve the incident) 
    • The ability to create a major incident in Opsgenie from an existing incident in the Jira Service Management
    • The ability to link an incident in Jira Service Management to an existing incident in Opsgenie 
    • Plus, all additional functionality included as part of Opsgenie

    New change management features are now part of Jira Service Management:

    • The ability to set group approvals for a change request in Service Registry services 
    • Integration with Bitbucket to control deployments via Change Management approvals
    • Automated change intake from deployment tools
      • Bitbucket Pipelines
      • Circle CI
      • Jenkins
      • Octopus
    • 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 out of the box to streamline setup
    • Integration with Jira Software and Bitbucket to allow for automatic Change record creation 
    • Cheerful Service. The self-service portal makes it easy to request help, search knowledge bases, and track progress on tickets.
    • Simple Setup. Everything your IT team needs: automation, queues, SLAs, approval workflows, reporting and more. All out-of-the-box.
    • Jira Software Integration. By linking Jira Service Management tickets with Jira Software issues, IT and developer teams can collaborate on one platform to fix incidents faster and push changes with confidence.
    • Affordable. Starting at $20 per month. That’s the price of a fancy cocktail. You won’t even need your boss’s approval.

    Of course! Atlassian offers a 7-day free trial for Jira Service Management Cloud and a 30-day free trial for Jira Service Management Server, just ask us about it.

    Jira Service Management provides a cost-effective service desk including a knowledge base, self-service, automation, SLAs, and CSAT reporting at 1/5 of the price of ServiceNow and no hidden renewal costs.

    Jira Service Management is the only service desk built on a software development platform that connects IT and dev teams. By linking Jira Service Management tickets with Jira Software issues, teams can collaborate on the same platform to fix incidents faster and push changes with confidence.

    Finally, Jira Service Management provides streamlined ITIL-certified Incident, Problem, Change, and Service Request Management processes. Create change requests without complex approvals. Use chat rooms for rapid response in real time, and link incidents to problems in one click.

    Agents work on tickets and communicate directly with your customers. Agents can:

    • Access both the Customer Portal and the Agent interface
    • View queues, reports, SLA goals, and the customers list
    • Add, edit and delete customer-facing and private comments on issues
    • Manage content in a connected knowledge base

    A Jira Service Management customer is anyone who creates requests through the customer portal or by email. Customers can:

    • Create, comment on, and track requests through the customer portal
    • Create and comment on requests via email
    • Add comments and attachment to requests
    • Add other participants to their own requests

    Customers are free and do not require a Jira Service Management license. Anyone can create a service desk request and you’ll never be limited to how many customers can access your service desk.

    Jira Service Management pricing starts at $20 and scales with your team’s needs. Detailed pricing is available HERE.

    You can import data into Jira Service Management in .csv or JSON formats. Atlassian offers free importer tools for both formats.  For the really complex migrations, that’s where Isos can step in and work through this process with your team.

    No, you do not need to have the same number of Jira Software and Jira Service Management licenses. You can select and pay for what you need with each product.

    With Jira Service Management Cloud, Atlassian hosts JSM in the cloud for you and sets up your instance instantly. After a 7-day free trial, subscription pricing is month-to-month. This is generally the best option for teams who want to get started quickly and teams who don’t want to manage the technical complexity of hosting themselves.

    With Jira Service Management Server, you host Jira Service Management on your own hardware. This is generally the best option for teams who want additional flexibility in the setup process and want to host the product on their own servers. To host Jira Service Management, you purchase a license after your 30-day free trial, and can renew that license each year to maintain access to support services and new releases.