The company said that new solution is build on the capabilities already provided in Jira Service Desk with new functionality. Currently, over 25,000 organisations employ Jira Service Desk that provides the base of customers, from which Atlassian intends to drive the convergence of DevOps and ITSM workflows.
The new features include on-call scheduling, alerting and incident-swarming functionality from Atlassian's incident management product, Ospgenie, along with deeper integrations with Jira Software for project management, Bitbucket for code repositories and Confluence for collaboration.
The tool also has new change management functionality to help teams respond to business changes faster. IT teams can leverage capabilities geared at helping them create amazing service experiences, like bulk ticket actions and machine learning (ML) algorithms that intelligently categorise similar tickets and enable teams to take action quickly.
“With most IT staff working from home either full or part-time to help combat the spread of the COVID-19 pandemic, organisations need ITSM platforms that are easily accessible from anywhere. With Jira Service Management, teams and the broader organisation can get visibility into work happening across the entire company,” said Edwin Wong, Head of Product — IT, Atlassian.
“Together with tight integrations to other Atlassian products and our suite of more than 900-plus integrations and applications on the Atlassian Marketplace, teams really do have all the contextual information at their fingertips to make well-informed decisions,” he added.
Teams that interact with IT — like legal, HR, and finance — can leverage Jira Service Management to build out their own service culture and service operations. It helps them innovate faster with automated change risk assessments, advanced approval workflows and deep integrations with popular CI/CD tools like Bitbucket Pipelines, Jenkins, and CircleCI.