{"id":7263,"date":"2022-03-25T14:49:10","date_gmt":"2022-03-25T13:49:10","guid":{"rendered":"https:\/\/www.actonic.de\/?post_type=epkb_post_type_1&p=7263"},"modified":"2025-01-08T10:57:05","modified_gmt":"2025-01-08T09:57:05","slug":"what-is-jira-service-management","status":"publish","type":"epkb_post_type_1","link":"https:\/\/actonic.de\/en\/knowledge-base\/what-is-jira-service-management\/","title":{"rendered":"What is Jira Service Management JSM?"},"content":{"rendered":"

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Jira Service Management (JSM) is an IT Service Management (ITSM) <\/strong><\/a>software solution based on Atlassian’s Jira platform that integrates effortlessly with Jira Software.<\/strong><\/a> JSM provides you with all the functionality you need for efficient incident<\/strong><\/a>, request, change, problem, release, and knowledge management.<\/p>\n

JSM is ideally suited for small as well as for medium-sized companies or for large corporations and can be scaled effortlessly at any time. Originally, JSM was still called Jira Service Desk,<\/strong> <\/a>which brings the software’s main feature into focus: simplifying the support process and maintaining customer satisfaction.<\/p>\n

Jira Service Management allows organizations to define service level agreements (SLAs) to <\/strong><\/a>ensure service requests are handled within specific timeframes. It also supports the automation of recurring tasks and the creation of service catalogs for standardized service offerings.<\/p>\n

Jira Service Management: Not just for ITSM<\/h2>\n

Initially, JSM was developed to facilitate the work of IT service teams and provide them with a comprehensive service desk.<\/strong><\/a> However, Atlassian quickly realized that other teams such as HR or Facility<\/span> Management would also benefit from the software solution and expanded it to include project templates for general service management.<\/p>\n

Jira Service Management Reporting<\/h2>\n

To ensure customer satisfaction, it is elementary for service desk teams to measure their performance and identify areas for improvement. Jira Service Management provides standard reports, <\/strong><\/a>custom reports, <\/strong><\/a>and dashboards <\/strong><\/a>to analyze and visualize data.<\/p>\n

By integrating with Marketplace apps such as Report Builder for Jira,<\/strong><\/a> support teams can further improve their data visualization and reporting. Overall, Jira Service Management reports <\/strong><\/a>play a critical role in optimizing customer support and identifying areas for improvement.[\/vc_column_text][vc_column_text el_class=”info-box-general”]<\/p>\n

If you want to learn more in-depth about JSM reporting and unique ITSM <\/strong><\/a>reports, then it’s worth taking a look at this article: Successful Jira Service Management Reporting with Examples.<\/strong><\/a><\/p>\n

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Benefits of Jira Service Management<\/h2>\n

Jira Service Management offers a variety of benefits for businesses and support teams:<\/p>\n