Jira Service Management is used for service management of IT teams as well as other business teams like facilities, HR, and legal. It allows for service request, incident, problem, change, and knowledge management. Some new features include a more descriptive agent view with full customer details, request type and workflow templates, a board view of issues, and Atlassian Intelligence for summarizing tickets, editing tone of responses, and suggesting request types. A demo was then provided of these new Jira Service Management features.

1. DHRUVIL SHAH | SOPHOS
AHMEDABAD
December – 2023 Meetup

2. Jira Service Management
Introduction to Jira Service Management

5. Why not Jira Software?

6. Jira Software Jira Service Management
Usage Project Management for Software Development
Service Management for IT as well as
other business teams such as Facilities,
HR, Legal, Procurement, etc.
Main features
Task tracking, agile boards, version
management, bug fixing, integrations
Service requests, incident
management, problem management,
change management, configuration
management, knowledge management
Target audience
Software developers, Scrum masters, Project
and Product Managements
IT Service Desk, IT Operations Teams,
Non-technical teams such as HR,
Legal, Facilities, etc
Metrics
Sprint reports, Velocity charts, version reports,
burn-up and burndown charts
Customisable SLAs, Customer
Satisfaction, Workload per agent,
Request deflection
Licensing Based on the number of users
Based on the number of agents.
Customers do not require a license

7. What’s new in Jira Service
Management?

8. • More descriptive agent view (beta)
• Request type and workflow templates
• Board view of issues
• Atlassian Intelligence in Jira Service Management
Newly added features

9. More descriptive agent view

10. More descriptive agent view
Full customer details
Other customers from the
same organization
Recent requests raised by
customers of the same org

11. template

12. template

13. Board view of issues

14. Atlassian Intelligence in JSM
Some of the actions you can perform using Atlassian
Intelligence:
• Summarize everything discussed in the ticket
• Type a response in the comment, change the tone and edit
before sending
• Request type suggestions
• Text to JQL conversion (beta)

15. DEMO

16. DHRUVIL SHAH | SOPHOS