Why It’s Time to Move from Jira to Jira Service Management for ITSM

If you’re currently using Jira Software for your IT support or service desk, you’re probably making it work with custom workflows, request forms, and ticket queues. But here’s the truth - Jira Software was built for software development teams, not IT service management.

Jira Service Management (JSM), Atlassian’s purpose-built ITSM platform, is designed to make service delivery smoother, faster, and more efficient. And yes - it’s still powered by the same Jira engine, but with features tailor-made for IT teams, service desks, and business support functions.

What is Jira Service Management?

JSM is Atlassian’s ITIL-aligned IT service management solution that streamlines how your team handles incidents, service requests, changes, problems, and assets. Unlike Jira Software, it comes with:

• A knowledge-based customer portal so end users can log requests without needing a Jira license.
• Pre-configured ITSM workflows for faster and easier setup.
• Built-in SLAs, knowledge base integration, and asset tracking.

It’s the difference between forcing a workaround - and using a tool purpose-built for IT service.

Why Switching from Jira to Jira Service Management is a Game-Changer

Enhanced User Experience

With JSM, employees and customers get an intuitive self-service portal that requires no Jira expertise. The portal also features a secure, HR-approved knowledge base, so information is accessible only to the right audience.

Routine requests like password resets are handled automatically, while complex processes come with guided walkthroughs. This empowers users to self-serve, reduces duplicate tickets, and frees agents to focus on higher-priority work.

ITIL-Aligned Processes, Ready to Use

With JSM, service request management is streamlined and efficient. Announcements flag known issues, cutting down duplicates, and Status Page integration keeps stakeholders informed in real time. Ready-to-use workflows span requests from computers and logins to infrastructure, with automation and approvals ensuring nothing gets stuck. Helpful knowledge base content is built into each ticket, so users always have clear, up-to-date guidance.

Built-In SLAs and Automation

JSM handles SLAs, breach alerts, and ticket workflows automatically. Combined with queue management, custom fields, and automated approvals, it reduces manual effort, improves efficiency, and helps teams deliver consistent, high-quality service.

Centralised Incident, Change, and Asset Management

JSM makes incident and change management seamless. Automated rules and monitoring keep problems from escalating, while structured reviews drive continuous improvement. Real-time asset tracking keeps resources under control, and the ability to release updates within the portal ensures smooth, transparent, and disruption-free change management.

Cost-Efficient Licensing

Customers can submit requests for free - only service desk agents require a license. There’s no need to buy Jira Software seats for every user who reports an issue.

Final Thoughts

Jira Service Management is purpose-built for ITSM and tailored for service desks. It’s user-friendly, ITIL-aligned, and packed with features that help IT teams deliver better service. By adopting JSM, organisations can provide faster, more reliable, and more efficient service experiences for both customers and employees.

👉 Want to see it in action? Watch our on-demand webinar below to learn how JSM can transform your ITSM processes.