
The New Capabilities of Jira Service Management Extends ITSM Beyond Technical Teams
CIO Review APAC | Wednesday, December 28, 2022

An announcement by Atlassian reveals how its popular service management solution is adapting to the current economic uncertainty and trying to make IT requests easier.
FREMONT, CA:To improve the employee service experience, Atlassian (TEAM: NASDAQ) unveiled more than a dozen new capabilities for Jira Service Management, its IT service management solution.
New Features in Jira Service Management
To reduce response times, even free Jira Service Management members now have access to chat and virtual agents. The head of product for Jira Service Management stated at the German press conference that Chat and conversational ticketing will now be available in service management, connecting to both Slack and Microsoft (NASDAQ: MSFT) Teams, and chat will be available across all plans.
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Marketing, Finance and Analytics Get their Template
These divisions will be equipped with pre-made templates for customer service, facilities, legal, and human resources. Furthermore, Jira continues introducing more templates that make it seamless for any of these teams to spin up their service desk and offer help.
Mobile Alerts for Teams are Available
Teams can now receive alerts on their mobile devices. They can alter on-call times, escalate serious events, swarm and update teams on a timeline and alert stakeholders all via mobile device.
Automating Requests and Approvals
Teams can go even more granular about the approval process, such as banning certain people from approving or setting up special rules for multi-group approvals. An early access programme for your service management using virtual agent technology.
Machine learning can help power the system by identifying patterns in a customer's data based on their request history. The AI-built conversation engine is going to be woven directly into service management.
Upscaling Across the Globe
Jira Service Management will provide coverage for the essential elements Opsgenie, Assets, and Forms in Australia, the European Union, the United States, and Germany.
Atlassian’s New Strategy for Jira Service Management
Jira Service Management emphasises IT service management outside the technical team. This covers divisions like marketing, finance, and human resources. Finding simpler solutions for these other teams to streamline IT requests is a component of Atlassian's new strategy.
By providing additional incentives for business and SMB teams, Atlassian is also taking into account the unpredictable economic climate and tight budgets that are prevalent. Jira Service Management's new features are a reaction to the increasingly distant work environment, which was driven by the COVID-19 pandemic and has led to more firms having to deal with hybrid and remote workers' increased IT requirements.
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