Jira Service Management - ITSM for your company | Actonic
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Jira Service Management: More than just an ITSM solution

Jira Service Management (JSM) is the ideal service management solution for all high-velocity teams. JSM is built on the Jira platform and can be seamlessly integrated with Jira software. Meanwhile, JSM has a reputation as the ultimate ITSM solution, but also shines beyond IT teams in Enterprise Service Management (ESM). Consequently, all organizations of any industry and size will benefit from using Jira Service Management if you need a tool for efficient incident, request, change, problem, release, and knowledge management.

During your Jira Service Management journey, we provide support for everything from license advice to training, support, and targeted consulting.

Chrysostomos Gitas, Sales

Happy customer voices

These companies are already unfolding their potential with us

Anton Preiss

Director Mobility, Human Solutions GmbH

In-depth expert knowledge: In the Actonic’s Jira Service Management training, we were able to gather valuable tips on how to use the ticket system to successfully manage our customer requests. The structure of the training was very entertaining and goal-oriented thanks to varied exercises in between. Thank you very much for this good training!”

Marcel Wegner

IT Engineer Service Management

“As a developer and admin in DevOps and agile development, I was looking for automations to optimize our workflows. In an excellent one-to-one training session, Jira and JSM were explained to me in exceptional detail, just as I had requested. Actonic also clarified specific questions without further ado. I especially liked that a qualified developer spontaneously had time to explain something to me about the Rest API on a particularly high technical level. Impressive performance, Actonic. Thank you very much!”

Why Jira Service Management

Jira Service Management offers a comprehensive, compliant service desk solution with a user-friendly self-service portal, SLAs, queues, and incident management. This aspect becomes especially relevant in times of rising customer expectations.

Since 2020, JSM has expanded the original Jira Service Desk with numerous ITSM features while remaining fully ITIL-compliant. This means it supports the fundamental principles and processes of ITIL (IT Infrastructure Library), helping you optimize and improve your IT services according to established best practices.

Advantages of working with Jira Service Management

High Productivity

Jira Service Management empowers you to optimize your internal workflows and utilize resources more efficiently. Automated processes and self-service options reduce manual tasks for your service agents, allowing them to focus on more strategic activities.

Value Creation

By using JSM, you will create added value for your customers, as you can offer faster and more reliable service. This leads to higher customer satisfaction, stronger customer relationships, and ultimately increased company value.


With flexible workflows, powerful templates, and automation rules, you can easily adapt Jira Service Management to changing business requirements, ensuring you stay competitive even during times of significant growth.

Customer Friendliness

Jira Service Management provides your customers with a simplified and customizable view to submit service requests effortlessly and track progress. The user-friendly interface enables easy access to relevant information and efficient request management.

Jira Service Management features for your value creation


Bundle requests from different channels such as email, chat tools and the service desk into queues. Your agents can view and manage the requests in the queues, while you, as the project administrator, can set up and configure the queues accordingly.

Dynamic Forms

With Jira’s No-Code/Low-Code form builder, you can create dynamic forms that display only relevant fields for your team members. Utilize over 325 form templates to quickly collect and validate all the necessary information for requests. Guide users to the information they are looking for based on a condition.


Jira Service Management’s automation features eliminate manual and repetitive tasks, giving you more resources for important activities. With the user-friendly No-Code rule builder, you design automation rules effortlessly.

SLAs (Service-Level Agreements)

Define as many SLA policies as needed to monitor deadlines based on elapsed time or request categories. Prioritize requests and use automated escalation rules to notify the appropriate team promptly and prevent SLA breaches.

Customer Portal

In just a few steps, you can use Jira Service Management to create a clear customer portal where customers can submit their requests directly. Thanks to JSM’s multi-tenancy capability, you can operate multiple service projects and portals within a single Jira instance, ensuring separate workspaces, data, and processes.

In addition to these excellent functions, Jira Service Management also includes an integrated knowledge base, configurable customer notifications and a flexible email inbox. From the premium version onwards, asset management is also available.

Licensing of Jira Service Management

Unlike Jira Software, where each user requires an individual license, Jira Service Management’s licensing is based on the number of your agents, i.e., the employees who respond to customer requests.

On the other hand, your customers who only need to submit requests can access the customer portal without a license. This flexible licensing offers significant cost savings. If you have any questions about Jira Service Management licensing, feel free to contact us directly at: [email protected] or call us at: +49 1514 2084409.

It is worth contacting us: If you purchase a license through Actonic, we will grant you a price advantage of 10%!

Quality-conscious Jira Service Management Consulting

As an Atlassian Platinum Solution Partner, we have extensive experience in Jira Service Management. Our reliable consulting approach is tailored to your specific needs, providing customized solutions that add real value. Our quality-conscious and certified consultants understand your business challenges and offer tailored solutions to create a significant impact.

We support you not only during the Jira Service Management implementation but also beyond, ensuring you fully unfold its potential and continuously optimize your service management processes.

Consulting for your Jira Service Management success

After analyzing your requirements, we collaboratively develop a custom strategy to lead you to success with JSM processes.

The initial consultation is free of charge and completely non-binding.

JSM Best Practices

With our support and tips on best practices, you can quickly achieve your desired business objectives.

Certified ITSM Experts

Our consultants possess extensive expertise through AXELOS ITIL® and JSM certifications.

Customer-Centric Approach

Your requirements and processes always take center stage. We go the extra mile to meet them.

Customer satisfaction as priority

“At Actonic, we pay attention to customer requirements. One-size-fits-all is not our approach. We provide constructive feedback when we identify potentials. The question that prevails with us is: Can we deliver a result to the customer that is better than the original concept?”

Stefan Schumacher

Atlassian Consultant, 20 years of experience in ITSM

Questions about Jira Service Management?

Here are our answers!

Jira Service Management can be beneficial for any industry and company size, especially if you want to successfully manage tasks such as:

  • IT Service Management (ITSM)
  • Service Desk
  • Problem Management
  • Change Management
  • Asset Management
  • Customer Service
  • Enterprise Service Management
  • Service Request Management
  • Incident Management
  • Ticketing Support

Jira Service Management provides advantages for all high-velocity teams, particularly for:

  • IT Operations Managers
  • Support Managers
  • IT Service Desk Agents
  • DevOps Managers
  • Enterprise Architects
  • Service Owners

Jira Software is designed for managing software development projects, offering features like backlogs, sprints, and Scrum boards to support collaboration and project management in agile software development teams.

On the other hand, Jira Service Management (JSM) builds upon the Jira platform and seamlessly integrates with Jira Software. JSM is more than just an ITSM solution; it provides comprehensive service management software focused on service desk and support teams. It includes features such as self-service portals, SLAs, and queues. As a result, JSM is not limited to IT but can also be applied in other areas like HR, marketing, or manufacturing to enable efficient service management.

Jira Service Management offers a user-friendly self-service portal, service-level agreements (SLAs), queues, and incident management to ensure efficient ITSM and ESM solutions.

Yes, Jira Service Management is suitable for businesses of all sizes and provides customizable workflows, templates, and automation rules to adapt to individual requirements.

Yes, Jira Service Management is ITIL-compliant and adheres to the fundamental best practices of IT service management. With its service management functionality, including self-service portals, service-level agreements (SLAs), and queues, JSM supports the implementation of ITIL framework. This enables companies to enhance the efficiency and quality of their IT services, optimize service processes, and improve customer support.

Jira Service Management enables the automation of recurring tasks and the setup of service catalogs for standardized service offerings, reducing the processing time of service requests.

Jira Service Management is licensed based on the total number of agents who can handle requests. Customers who submit requests can access the product for free and do not require a license. For questions about Jira Service Management licensing, feel free to contact us directly at: [email protected] or by phone at +49 1514 2084409.

Reach out to us now, and benefit from a special 10% price advantage on licenses when you purchase through Actonic!

Unlock the Power of Jira Service Management

Whether it’s ITSM or ESM, we assist you with licensing queries, support, configurations, and more.
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