Atlassian Overhauls Jira Service Desk With Launch Of Jira Service Management

Australian software development and collaboration tool provider, Atlassian has announced that it is giving Jira Service Desk an overhaul. The new offering, Jira Service Management (JSM) is available now and signals that the company has ambitions to make inroads not just in IT service management, but enterprise service management more broadly.

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The platform brings all of Atlassian’s tools together, enabling developers to track the progress of their software projects and report incidents on the same platform. Jira Service Management also provides support for on-call scheduling and incident swarming from Opsgenie along with deeper integration with Jira Software for project management, Bitbucket, and Confluence collaboration software.

Edwin Wong, Head of Product for IT at Atlassian, said Jira Service Management builds on Opsgenie, an IT incident management platform. “The goal is to provide an ITSM platform to better manage IT at a higher velocity by enabling developers to address IT support processes more easily,” he said.

Going forward, Jira Service Management will add asset and configuration management and conversational ticketing capabilities that Atlassian gained via the recent acquisitions of Mindville Insight and Halp.

Jira Service Management replaces the Jira Service Desk platform that many development teams already use to manage incidents. The company will be ending its support for this version in the coming years. Management estimates that 75% of its user base will be affected.

Though, the company is making strides to ensure customers have a smooth transition from the platform. In addition to providing free migration kits along with substantial documentation on how to ensure a successful migration, any customer on a maintenance plan gets free access to cloud versions of the software to enable testing before they switch over.

And Atlassian is willing to put its money where its mouth is. The company is offering customers that transition and have more than 1,000 users discounts over the first three years using the cloud, with a 55% discount for the first year, 40% for the second, and 20% for the third year.

The goal now is to provide a platform that makes it easier for developers and IT administrators to collaborate more easily to resolve issues, Wong said. There are currently more than 25,000 organizations that employ Jira Service Desk, which Wong said provides the base of customers from which Atlassian intends to drive convergence of DevOps and ITSM workflows.