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Guides home
About Jira Service Management
Jira Service ManagementThe Jira platformHosting optionsKey terms
Getting started
Quick Start Guide
Service Request Management
Incident Management
Problem Management
Change Management
Enterprise Service Management
Knowledge Management
Asset and Configuration Management
Customer Service Management
Tips and tricks
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Automation Feature Guide
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Agent Onboarding Guide
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Facilites Service Management
HR Service Management


A BRIEF OVERVIEW OF JIRA SERVICE MANAGEMENT


ABOUT JIRA SERVICE MANAGEMENT



Jira Service Management is Atlassian’s service management solution for all
teams. Jira Service Management is designed to help you unlock high-velocity
teams by 1) empowering every team to deliver great service fast, 2) bringing
visibility to work, and 3) accelerating the flow of work between development,
IT, and business teams. Built on Jira, it encompasses deeper service management
practices across service request, incident, problem, change, knowledge, asset,
and configuration management.

Learn more about Jira Service Management features

--------------------------------------------------------------------------------


ABOUT THE JIRA PLATFORM

Jira helps teams plan, assign, track, report, and manage work. It brings teams
together for everything from agile software development, customer support,
start-ups, and enterprises. 

With templates and solutions crafted for every team and Jira as your common
language, work moves fluently and transparently across your organization.

Learn more about the Jira family of products

JIRA PRODUCTS OVERVIEW


JIRA SERVICE MANAGEMENT

Empower IT, Dev, and business teams to deliver high-velocity service management
at scale.

Learn more


JIRA

More flexible, customizable, and powerful than ever before, Jira is the only
project management tool you need to plan and track work across every team.

Learn more


JIRA ALIGN

Enterprise Agile Planning Tool that connects product, program, and portfolio
strategy to technical execution, at scale.

Learn more

JIRA SERVICE DESK VS. JIRA SERVICE MANAGEMENT

Jira Service Desk was created in 2013 after we noticed that nearly 40% of our
customers had adapted Jira to handle service requests. In 2020, we introduced
Jira Service Management to further empower development, IT operations, and
business teams to deliver exceptional service experiences. 

Jira Service Desk is now part of Jira Service Management. Jira Service
Management includes all the functionality of Jira Service Desk with richer ITSM
capabilities.

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HOSTING OPTIONS

Jira Service Management offers two hosting options: cloud and self-managed. Not
sure which option is right for you? Check out this overview:


CLOUD

With Jira Service Management Cloud, we host and set up your Jira Service
Management site in the cloud for you. This is generally the best option for
teams who want to get started quickly and easily, and for teams who don't want
to manage the technical complexity of hosting themselves.

Learn more


DATA CENTER

With Jira Service Management Data Center, you can host Jira Service Management
on your own hardware or with IaaS vendors like AWS and Azure. This is generally
the best option for enterprise teams who need uninterrupted access to Jira
Service Management and performance at scale.

Learn more

--------------------------------------------------------------------------------


KEY TERMS

Agent - Agents are licensed users who work on customer requests and add
customers to the service project. Agents are added to the Service Desk Team role
in your service project.

Asset - An IT asset includes hardware, software systems, or information an
organization values.

Assets Query Language (AQL) - Assets Query Language is a language format used in
Jira Service Management to create search queries for assets and configuration
items (CIs). Using AQL, you can return any object or group of objects in a
search, filter or modify objects, create custom fields, automation, and
more. AQL was formerly known as Insight Query Language (IQL).

Change - Adding, modifying, or removing something that could affect IT services.
This can be tied to a service request. Example: “I need to upgrade the
database!”

Configuration management database (CMDB) - CMDBs (configuration management
databases) store information on the configuration of items within an
organization, including hardware, software, systems, facilities, and even
personnel.

Customer - Customers are unlicensed users who request help from your service
project. Customers may be internal (employees) or external.

Enterprise Service Management (ESM) - Enterprise service management (ESM) is the
extension of IT Service Management (ITSM) principles to enable better service
delivery for business teams like Human Resources (HR), legal, facilities,
marketing, and finance.

Incident - An unplanned event that may disrupt or reduce the quality of a
service and requires an emergency response. Example: “The website is down!”

Information Technology Infrastructure Library (ITIL) - Information Technology
Infrastructure Library (ITIL) is a widely accepted set of best practices that
are designed to support an organization in gaining optimal value from IT by
aligning IT services with business strategy.

Issues - Issues are how pieces of work are internally represented in Jira
Service Management to admins and agents. In an IT service project, it represents
an incident, change, problem, or service request.

Issue types - Issue types give your requests foundational features, such as
their fields and workflow statuses.

IT service management (ITSM) - IT service management -- often referred to as
ITSM -- is simply how IT teams manage the end-to-end delivery of IT services to
customers. This includes all the processes and activities to design, create,
deliver, and support IT services. The core concept of ITSM is the belief that IT
should be delivered as a service.

Jira Query Language (JQL) - JQL stands for Jira Query Language and is the most
powerful and flexible way to search for your issues in Jira.

Knowledge base - A knowledge base is the foundation of a knowledge management
practice. The knowledge base is a self-serve online library of information about
a product, service, department, or topic.

Object schema - An object schema is a collection of information in Assets used
to track assets, configuration items, resources, and more. Schemas help users
understand and visualize the critical relationships between all objects in
Assets.

Problem - The underlying cause of recurring or preventable incidents. Example:
“That application issue strikes again!”

Projects - A project is, quite simply, a collection of issues that are held in
common by purpose or context. Issues grouped into projects can be configured in
a variety of ways, ranging from visibility restrictions to available workflows.

Requests - Requests are how issues are represented on the portal to help
seekers. These are the tickets submitted by your customers or end users.

Request types - Request types let you define and organize incoming requests so
your service project team can more efficiently help your customers. E.g.,
Purchase a new monitor, Get help with printers, or Get wi-fi access.

Service request - A formal user request for something new to be provided.
Example: “I need a new Macbook.”

Workflows - Workflows represent the sequential path an issue takes from creation
to completion. Each Jira workflow is composed of a set
of statuses and transitions that your issue moves through during its lifecycle,
and typically represents work processes within your organization.

--------------------------------------------------------------------------------

GETTING STARTED

Service Request Management

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