Platforms / Atlassian / Jira Service Management

Turn your service desk into a high-velocity engine for the whole business.

AgiPro configures Jira Service Management for ITIL-aligned incident, request, change, and asset management — then extends it to HR, Facilities, Legal, and Finance.

Talk to an expert

yourcompany.atlassian.net/servicedesk

Jira Service Management help center showing a list of open requests with status, requester, channel and response time

About the product

Jira Service Management (JSM) is Atlassian's ITSM product, built on the same platform as Jira Software so development and IT operations share one system of record instead of two disconnected tools.

Part of Atlassian's Service Management Collection, alongside Compass and Jira Product Discovery — designed for high-velocity teams that need ITIL-aligned process without ITIL-era overhead.

Positioned by Atlassian directly against legacy ITSM incumbents (ServiceNow, BMC) on cost and time-to-value, since it inherits Jira's configuration flexibility rather than requiring a separate implementation stack.

What a well-built service desk gives you

Requests, from one portal

A self-service help center where employees raise requests and track their status.

Incident management

Route, prioritize, and resolve incidents with dev and IT working in the same system.

Change & problem management

ITIL-aligned change and problem workflows without ITIL-era overhead.

Knowledge base

Answers surfaced to requesters up front so fewer tickets reach an agent.

Assets & CMDB

Know what you run and how it connects, linked straight to incidents and changes.

Automation & AI

Rules and Rovo-powered agents that deflect, categorize, and summarize.

“A ticketing system isn't ITSM. Without the right configuration, JSM is just a queue.”

What's included

Incident / Problem / Change management

SLAs & queues

Self-service portal + knowledge base

Assets/CMDB

Automation

Reporting dashboards

ESM rollout to non-IT teams (HR, Legal, Facilities)

AI IN JSM

Rovo and Atlassian Intelligence bring virtual agent deflection, AI-summarized incident timelines, and smart categorization of incoming requests — reducing first-response time on the service desk.

Teams we extend it to

ITHRFacilitiesLegalFinance

Methodology

Assess

Current setup & gaps

Design catalog

Map services & SLAs

Configure ITIL

Build incident/change flows

Integrate

Slack, Teams, CMDB

Enable agents

Train & onboard agents

Optimize

Tune against KPIs

FAQ

Atlassian ITSM SpecializationITIL-trusted consultants

Ready to get more out of Jira Service Management?