Jira Service Desk’s transition to Jira Service Management (on November 9th, 2020) will provide a wide range of valuable improvements for IT managers who use, or want to use, Jira for issue management.
Atlassian is investing significantly in this ITSM solution and even incorporating other products to make this new system competitive in the marketplace.
Jira Service Management (JSM) improves users’ abilities to communicate with and coordinate teams, increasing productivity and efficiency across your business.
By bringing development, IT, and business operations teams into closer alignment, JSM empowers great service experiences. In fact, a lot of people will be pleasantly surprised by the rich features that are available in JSM.
Jira Service Management Redesign
In addition to the branding change, users will see a redesigned interface. The most noticeable element of that is the new top horizontal navigation bar.
There will also be a new “Your Work View” homepage that offers sort and filter queue management options for more effective task management.
Further, IT managers will see a new, customizable template that supports a variety of new incident and change management features. Users can choose from new preset categories for grouping records under common ITSM topics, or apply a subset of queues for deeper categorization.
Atlassian has been rolling these features out ahead of the JSM launch for some users. And as an Atlassian partner, the Isos team has had an early look at some of the key changes that users will get access to in the coming days. Some Jira users may have seen a few of these changes already, too.
Users with permission, for example, will be able to update records in bulk in the issue list view. The goal, in this case, is to make it easier to make bulk record updates in JSM.
These new abilities are part of a larger overhaul that also incorporates more powerful automation, incident management, and more.
Automation for Jira
Atlassian brought in Automation for Jira to replace JSD’s native automation. The new automation is much more robust. Also, sample automation rules are available out of the box to streamline setup.
More importantly, users and IT managers can leverage these tools to create their own rules that fit specific workflows. The flexible design and dynamic infrastructure give businesses the ability to adapt and remain agile in today’s complex working environment.
Further, JSM also integrates functionality from Opsgenie, an on-call and alert management system.
Useful benefits include group alerts, dynamic reporting, analytics, and much more. Users can gain insights into areas of success and opportunities for improvement in the on-call and alerting process.
Opsgenie can also correlate incidents directly with your deployments and your dev team commitments. Any business that wants an alert to go out when a system goes down, or if a device they're monitoring goes down, can benefit from using Opsgenie. There is a lot of really great functionality coming down the road through JSM.
Benefits of JSM for IT Managers
This change goes much deeper than a few tweaks or a fresh coat of paint. It’s a significant update that will be beneficial both right away and for long-term, longtime users.
You’ll still have the core functionality of Jira Service Desk, which is obviously essential to users who rely on the existing platform. But you'll also get a whole bunch of other abilities and added functionality that will allow your teams to further integrate with other Atlassian tools.
In the fast-paced service desk environment, speed of information is extremely important. With JSM, your teams will come together and work quickly on issues that pop up for clients.
JSM puts the right tools in the hands of the right people so they can identify problems, engage the development and operations teams, and find solutions quickly.
Finally, feel free to contact us if you'd like to discuss your specific needs or requirements.