IT Service Management with Jira Service Management (JSM)

Overview:
Jira Service Management enables teams to deliver end-to-end IT services with features like request management, incident/problem/change workflows, and automation.

Technical Explanation:
JSM supports ITIL-certified processes. Using automation rules (e.g., auto-triaging based on priority), custom SLAs, and a self-service knowledge base (integrated with Confluence), support teams can scale with speed.

Example Implementation:
We implemented JSM for a healthcare client. Ticket routing was automated by priority and department, and knowledge base suggestions reduced support tickets by 40%. Post-incident reviews were managed through change and problem workflows.