JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:
1. Accelerating the flow of work between IT teams, development teams, and business teams
2. Empowering teams to deliver their service more quickly
3. Bringing visibility to their work
Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.
JIRA Service Management Features
JIRA Service Management has many valuable key features. Some of the most useful ones include:
-
Request management: Allows businesses to manage work across teams with one platform so employees and customers get the help they need quickly.
-
Problem management: To minimize the impact of incidents, this feature groups incidents, fast-tracks root cause analysis, and records workarounds.
-
Change management: IT teams are empowered by richer contextual information around changes from software development tools. This helps them minimize risk and make better decisions.
-
Asset management: Manage inventory efficiently, track lifecycles and ownership, and reduce costs.
-
Configuration management: Attain visibility into the infrastructure that supports critical services and applications. Understand service dependencies to minimize risk.
-
Incident management: The solution brings development and IT teams together to rapidly respond to, resolve, and learn from incidents.
-
Knowledge management: While fostering team collaboration, the solution enables self-service, deflection of more requests, and management of knowledge articles.
JIRA Service Management Benefits
There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:
- The solution empowers all teams across IT, development, and business with intuitive, flexible workflows.
- Work is made visible through the open and collaborative JIRA platform.
- Connect IT and development on a single platform to accelerate workflow.
- Gain significant ROI with competitive pricing on useful features.
- Benefit from faster time to value by implementing a full ITSM solution in just a few months.
-
Lower total cost of ownership without expensive ongoing maintenance and upgrades.
- Enjoy a broad ecosystem of more than 4,000 best-in-class apps and integrations.
Reviews from Real Users
JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:
Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”
Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”
Micro Focus Service Anywhere is a comprehensive, Big Data SaaS service desk based on industry best practices and built on a modern, scalable platform. Micro Focus Service Anywhere is easy-to-use with no installation, seamless upgrades, and rich out-of-the-box capabilities.
Using Big Data analytics, Micro Focus Service Anywhere proactively suggests knowledge during the natural course of service desk activities based on what is trending and most relevant. Big Data is embedded, analyzing all useful ITSM data across traditional structured records and previously unused, unstructured data. Combined with social collaboration and an attractive, modern interface, employees become more self-sufficient and tickets are reduced. Agents also become more efficient as tickets are automatically categorized and assigned to the appropriate agent, and when an agent reviews a service request, the system offers information that can resolve the issue and helps fill in required fields. Big Data also provides insights into trends to help process owners become more proactive, improving service quality.
Quick to deploy – your service desk can be up and running in just a few short weeks. Once deployed, it is then simple to administer and maintain going forward. Upgrades are effectively effortless. Its out-of-the-box capabilities reduce the need for customization and further decrease implementation times and associated costs.
For additional information read the Forrester Total Economic Impact Study on Micro Focus Service Anywhere.
To try a 30-day free trial of Micro Focus Service Anywhere, visit: hpe.com/software/servicedesk
