Jira Service Management Implementation
Design and launch JSM service desks, portals, request types, SLAs and queues that fit how your IT team actually works.
Overview
We implement Jira Service Management (JSM) end to end: from service catalog and request-type design to SLAs, queues, approvals, knowledge base and go-live. The result is a service desk your agents like using and your customers can navigate without help.
What’s included
- Service catalog and request-type design
- Customer portal structure and forms
- Incident, problem, change and service request workflows (ITSM)
- SLA goals, calendars and escalation rules
- Queues, approvals and agent views
- Confluence knowledge base setup for self-service
- Asset and configuration management (JSM Assets)
- Go-live planning, training and hypercare
How we deliver
Discover
Workshops to map services, teams, request volumes and current pain points.
Design
Service catalog, workflows, SLAs and portal information architecture.
Build
Configuration, automation and integrations in a sandbox, then controlled promotion.
Launch & support
Agent training, go-live support and a post-launch optimization review.
Common questions
Yes. We implement Jira Service Management on Jira Cloud and Jira Data Center, and can help you choose the right deployment.
Yes. Once the IT service desk is stable we commonly roll JSM out to HR, Facilities, Finance and Legal using the same design patterns.