Jira Service Desk
is now…
Jira Service Management
Atlassian’s ITSM / ESM offering matures with every release. This is a big one, and it comes with new features, tighter Incident Management capabilities, and a re-brand. Check it out.
What is
Jira Service Management?
First things first!
Jira Service Management is the new name for Jira Service Desk, but its coming with some substantial new features in areas of Incident and Change Management, bringing a more robust service + DevOps experience, especially in concert with Opsgenie’s complimentary offering. Jira Service Desk Cloud customers will start seeing these features in the next couple weeks (mid Nov).
High Performing Service Management
Atlassian’s offerings continue to allow teams to bid adieu to redundant work, rigid processes, disconnected tools, and silos between development and operations teams. If the idea is to make the most out of ITSM/ESM principles, Jira Service Management is the next step towards embarking on a journey of high-performing teams.
Let’s Break down Jira Service Management and what’s new.
Service Management
- Brings JSD / Opsgenie together in single package delivering a robust service experience (asset, configuration, knowledge), plus service / DevOps experience.
- New top/Horizontal Nav. for agents and admins to execute work
- “Your Work” view shows aggregated queues/issues assigned to you, up top
- With Bulk Record Updating, you can have multiselect tickets and perform multiple update options such as:
- Bulk Link Types (blockers, clones, deploy dependency links, duplications, causal links, relates to links)
- Bulk Internal Comments
- Bulk Assignments
- Bulk Transitions
- Bulk Delete
- Introduces more automation for Jira into Jira with automation (the new automation features) and Legacy Automation (the existing automation). Watch out for more Out of Box Rules for automation.
ITSM
- When you create a new project, you will have “IT service management” template as an option
- See the new left-rail, including Opsgenie native integrations
- Better use of common requests and sub-set of queues for the Agent
- Jira Service Management will have alerts and on-call scheduling (brought in from Opsgenie)
- Better command of your “Service Registry” to help tie up all of your work together. Set relationships, tiers, risk calculations, approver groupings, repositories related to all services.
- It also unifies Service Registry in Opsgenie. You can see what request types fit under each category, for instance:
- Improved Service Portal Configuration – Drag and drop interface for grouping, etc.
- Link multiple Knowledge Bases to increase customer access to information
Incident
- Focused on speed by solving incidents faster for Agents
- Bringing core incident management processes of Opsgenie closer to Jira Service Desk’s core incident process
- You can Bulk Update, and link an issue to a major incident
- Create an incident, or link to an incident, in a single button click
- Major Incidents segment enables you to see ongoing ones as well as past ones. You can see any linked parent incidences, or you can go to the incident itself in “Major Incident” view
- With the ‘Investigation view’, you can see recent major incidences, deployments, and who deployed them.
- View all details, resolve in real time, and add stakeholders.
- Changes show up in the Incident Timeline in Opsgenie.
- Can create or link Jira Software records, if needed for incident resolution.
- Post-Mortems exportable to Confluence
change
- Updated Workflow for both DevOps style teams, and IT Teams
- Automation brought to developer at the moment of creating a change request. This way a change record is linked, populated the change risk (the tier), and moved it all the way to completion. Saves developers time.
- Ability to provide gated deployments, “normal change” over a “standard change”. This will stop the deployment, and await the appropriate approvals, which from the Service Registry, can be auto populated to save time again.
- Since a service is now linked to an incident, you will know as soon as something goes wrong.
COMING SOON
- A fully-integrated CMDB, asset and configuration management powered by Atlassian’s Mindville Insight product.
- Within several weeks after launch on November 9, 2020, existing Jira Service Desk Cloud customers will gain access to the Opsgenie features that match their current tiers (for no additional cost).
Get in Touch
Drop your a line, we’ll get back to you within 24 hrs!
Jira Service Management FAQ
For Cloud customers – Within several weeks after launch on November 9, 2020, existing Jira Service Desk Cloud customers will gain access to the Opsgenie features that match their current tiers (for no additional cost).
For Server and Data Center customers – Jira Service Management will be available in the 4.14 Release targeted by the end of 2020. The new incident management features and integration with Opsgenie are available in Server and Data Center, but only with a separate purchase of Opsgenie.
The version of Opsgenie (OG) included in JSM is similar to the one offered as standalone Opsgenie with the following differences:
At a high level, JSM’s version of OG does not include:
- Heartbeats
- Incoming call routing
- Live chat support
- Free Stakeholder roles
However, JSM’s version of OG has extras including:
- Major incident management in Free (vs none in standalone)
- Services in Free (vs none in standalone)
Unlimited SMS alerts in standard (vs extra charge in standalone)
Yes. We’ve taken the DNA from one of our most successful products, 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: We took the powerful incident swarming and on-call alerting capabilities from our popular Opsgenie product and built them right into Jira Service Management.
- Change management, built for the DevOps era: Understand changes and innovate faster with integrations into modern software workflows
- And coming soon, a fully-integrated CMDB, asset and configuration management powered by our Mindville Insight product.
To see what’s new, head over to the new JSM product page and check out the demo video at the bottom of the page.
Yes, many of the new Jira Service Management features are available in the Jira Service Desk Cloud Early Access Program (EAP). Learn how to opt into the EAP and enable the new IT Service Management template here: https://community.atlassian.com/t5/Jira-Service-Desk-articles/ANNOUNCING-Early-access-ITSM-features-in-Jira-Service-Desk/ba-p/1332385.
Jira Service Management offers Free, Standard, Premium, and Enterprise (coming soon) editions for Cloud.
- JSM Free’s OG is equivalent to OG Free
- JSM Standard’s OG is equivalent to OG Essentials
JSM Premium’s OG is equivalent to OG Enterprise
The user will have to be licensed to Jira Service Management. After that, the user will have access to both the Jira (JSM/J) and Opsgenie interface (JSM/O).
The stakeholder feature (i.e. alerting stakeholders etc) will remain; however, JSM will not be able to support free stakeholder roles. This means stakeholders will have to be licensed users.
As our identity solution becomes more advanced we will be able to offer stakeholder roles for free.
Mindville’s Insight will not be included at the launch. We have plans to integrate Insight for asset and configuration management in Jira Service Management at a later time.
Yes. Jira Service Desk Server and Data Center will also become Jira Service Management. The new incident management features and integration with Opsgenie are 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.
- New ITSM project template
- Includes Service Request, Incident, Change, and Problem ticket queues out of the box
- Bulk Actions (this is available across all projects)
- Link
- Comment
- Assign
- Transition
- Delete
- Service Registry
The service registry is where IT teams will register all the technical services they operate. This serves as a lightweight CMDB to provide more context for changes.
- 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 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
- 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 set up.
Integration with Jira Software and Bitbucket to allows for automatic Change record creation
4.14 Release targeted by the end of 2020.
The key difference between Cloud and Server/Data Center is that the new incident management features and integration with Opsgenie are available in Server/Data Center, but only with a separate purchase of Opsgenie.
The new change management features are coming soon to Server and Data Center.
Yes and no. Only the Cloud offering will be packaged with Opsgenie capabilities.
Server/Data Center will have the incident management capabilities & Opsgenie integration only if Opsgenie is purchased separately.
Existing customers will be given an option to either “merge/consolidate” their OG or have it remain as a standalone product. The remain (or “do nothing”) option will be standalone, but the user can decide to merge anytime.
If a user chooses the merge option, they will go through an experience that allows them to select the right JSM Cloud edition, and proceed with the merge. There will be no data loss in the OG instance as part of the merge.
If the user chooses to “do nothing”, then JSM will not create an OG on the same site as we cannot have two OG instances on the same site. However, even if they choose to remain, the incident management functionality will continue to work. However, a JSM licensed user in this case will not be able to directly access the standalone OG.
Yes, you can still set up an integration between JSM and standalone Opsgenie to see major incidents and link requests to Major Incidents.
For Cloud customers – Within several weeks after launch on November 9, 2020, existing Jira Service Desk Cloud customers will gain access to the Opsgenie features that match their current tiers (for no additional cost).
For Server and Data Center customers – Jira Service Management will be available in the 4.14 Release targeted by the end of 2020. The new incident management features and integration with Opsgenie are available in Server and Data Center, but only with a separate purchase of Opsgenie.
The version of Opsgenie (OG) included in JSM is similar to the one offered as standalone Opsgenie with the following differences:
At a high level, JSM’s version of OG does not include:
- Heartbeats
- Incoming call routing
- Live chat support
- Free Stakeholder roles
However, JSM’s version of OG has extras including:
- Major incident management in Free (vs none in standalone)
- Services in Free (vs none in standalone)
Unlimited SMS alerts in standard (vs extra charge in standalone)
Yes. We’ve taken the DNA from one of our most successful products, 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: We took the powerful incident swarming and on-call alerting capabilities from our popular Opsgenie product and built them right into Jira Service Management.
- Change management, built for the DevOps era: Understand changes and innovate faster with integrations into modern software workflows
- And coming soon, a fully-integrated CMDB, asset and configuration management powered by our Mindville Insight product.
To see what’s new, head over to the new JSM product page and check out the demo video at the bottom of the page.
Yes, many of the new Jira Service Management features are available in the Jira Service Desk Cloud Early Access Program (EAP). Learn how to opt into the EAP and enable the new IT Service Management template here: https://community.atlassian.com/t5/Jira-Service-Desk-articles/ANNOUNCING-Early-access-ITSM-features-in-Jira-Service-Desk/ba-p/1332385.
Jira Service Management offers Free, Standard, Premium, and Enterprise (coming soon) editions for Cloud.
- JSM Free’s OG is equivalent to OG Free
- JSM Standard’s OG is equivalent to OG Essentials
JSM Premium’s OG is equivalent to OG Enterprise
The user will have to be licensed to Jira Service Management. After that, the user will have access to both the Jira (JSM/J) and Opsgenie interface (JSM/O).
The stakeholder feature (i.e. alerting stakeholders etc) will remain; however, JSM will not be able to support free stakeholder roles. This means stakeholders will have to be licensed users.
As our identity solution becomes more advanced we will be able to offer stakeholder roles for free.
Mindville’s Insight will not be included at the launch. We have plans to integrate Insight for asset and configuration management in Jira Service Management at a later time.
Yes. Jira Service Desk Server and Data Center will also become Jira Service Management. The new incident management features and integration with Opsgenie are 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.
- New ITSM project template
- Includes Service Request, Incident, Change, and Problem ticket queues out of the box
- Bulk Actions (this is available across all projects)
- Link
- Comment
- Assign
- Transition
- Delete
- Service Registry
The service registry is where IT teams will register all the technical services they operate. This serves as a lightweight CMDB to provide more context for changes.
- 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 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
- 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 set up.
Integration with Jira Software and Bitbucket to allows for automatic Change record creation
4.14 Release targeted by the end of 2020.
The key difference between Cloud and Server/Data Center is that the new incident management features and integration with Opsgenie are available in Server/Data Center, but only with a separate purchase of Opsgenie.
The new change management features are coming soon to Server and Data Center.
Yes and no. Only the Cloud offering will be packaged with Opsgenie capabilities.
Server/Data Center will have the incident management capabilities & Opsgenie integration only if Opsgenie is purchased separately.
Existing customers will be given an option to either “merge/consolidate” their OG or have it remain as a standalone product. The remain (or “do nothing”) option will be standalone, but the user can decide to merge anytime.
If a user chooses the merge option, they will go through an experience that allows them to select the right JSM Cloud edition, and proceed with the merge. There will be no data loss in the OG instance as part of the merge.
If the user chooses to “do nothing”, then JSM will not create an OG on the same site as we cannot have two OG instances on the same site. However, even if they choose to remain, the incident management functionality will continue to work. However, a JSM licensed user in this case will not be able to directly access the standalone OG.
Yes, you can still set up an integration between JSM and standalone Opsgenie to see major incidents and link requests to Major Incidents.
Interested in discovering more about Jira Service Management’s features?
Schedule a free call with us here
We drop Atlassian knowledge
Once a month we send out Atlassian product updates, recent use cases, helpful videos, Atlassian security advisories, and other resources for the Jira-using community.
It’s our way of keeping you a happy Atlassian customer & bringing new ideas to your technology users.
