Jira Service Management, the new product replacing Jira Service Desk, is a forward-thinking solution that many IT Service Management (ITSM) teams will recognize as a good fit for today’s dynamic business environment.
Atlassian is investing significant resources into this ITSM solution. They’ve gone as far as to acquire and incorporate other products to make Jira Service Management (JSM) more competitive in the marketplace.
We expect to see tighter integrations because of the expanded functionality in JSM, and even competitors that have a strong ITSM system in place will take note.
More Updates for ITSM in 2021
The biggest change already happened on November 9, 2020, when Jira Service Desk (JSD) transitioned to Jira Service Management (JSM). Next year, however, will bring even more updates.
For example, Atlassian has also stated that enterprise additions will become available in February 2021. This follows a broader industry trend. Roughly 80% of enterprises are expected to migrate from onsite data centers to cloud-based or hosted solutions by 2025.
Also, in the first half of 2021, Insight will be integrated into Jira Service Management. At that point, Insight will also be removed from the Atlassian Marketplace.
Insight centralizes asset data to enhance Jira processes and reduce resolution time and costs. With Insight, you’ll have an easier time tracking devices, licenses, contracts, and other essential information for IT Service Management.
Insight will also expand JSM’s customer management capability—specifically, the ability to store more customer properties on a user record. Instead of just email, user names, and full names, any information you want to track—such as locations, phone numbers, and more—will be easy to add. That will be another huge change for Atlassian and Jira users’ experience.
Opsgenie & Halp Integration
Halp will also be integrated into JSM at some point down the road, and Opsgenie integration will be refined and enhanced throughout 2021. Bringing these apps together within Atlassian’s broader solution will create a robust ITSM experience in the months and years to come.
This release and these changes are long-term improvements that are here to stay. In short, this is a big win for ITSM teams. By embracing modern operating models, JSM empowers IT and support teams to deliver products and services quickly and respond rapidly to a client or company’s needs.
JSM can also help other organizations that can benefit from improved asset management and alerting abilities, even if they aren’t specifically responsible for IT services. It connects deeply with your software. And with an experienced partner like Isos on your side, Jira can deliver exactly what you need with minimal disruption.
When Atlassian first announced the transition from Jira Service Desk to Jira Service Management, it was easy to assume that they were just planning to change a few minor features. Some speculated that they were rebranding around some existing features that they wanted to highlight and decided to call the platform something different.
The rich features that they're introducing and the direction they're headed in are pleasant surprises, however. It's very different from what we thought. This update feels like going from a flip phone to a smartphone. It's a complete shift.
The core functionality of Jira Service Desk is still there and will only improve with this transition. Users who already know and appreciate JSD’s capabilities won’t lose the benefits they use and rely on every day.
But Jira Service Management opens up an expanded palette of other functionality that empowers teams to come together. Improved workflows make it easier to collaborate on issues that pop up for your clients.
And if you work with an expert Atlassian partner like Isos, you’ll be able to streamline JSM implementation, customize it to your workflow, and adapt quickly to any challenges.
Onboard Your Future with Isos & Jira Service Management
Are you looking for more detailed information about Jira Service Management? Click here for resources from Isos that include whitepapers, case studies, and more.
And feel free to contact us directly if you'd like to discuss your specific instance or requirements.