The software solution at a glance
With Jira Service Management, Atlassian offers a collaborative ITSM platform that helps organizations deliver IT services faster using ITIL best practices. Unlike traditional ITSM tools, which are complex, expensive and difficult to implement and change, the unique selling points of the Atlassian solution include its simple setup and configuration process and the ability to align service management processes with how teams work.
Of course, Jira can also be used to deploy standard help desk features such as HR management, IT support, automated ticketing or collaboration tools. Predefined best practices serve as a starting point for mapping workflows in service management processes with both an ITSM and ESM focus. In addition, Atlassian’s software is characterized by its comprehensive compatibility: More than 1,000 applications can be integrated with Jira, enabling users to align their helpdesk precisely with corporate objectives. Against this backdrop, and given the high penetration rate of other Atlassian products such as Jira Software or Confluence in companies, development, operations and support teams often use a common (Atlassian-based) platform. This enables seamless, fast and straightforward collaboration between the teams, so that service requests can be processed significantly faster and change and release cycles can be shortened.
Test access: https://www.atlassian.com/try
Certifications
Certified Practices
- Change Enablement
- Incident Management
- Knowledge Management
- Monitoring & Event Management
- Problem Management
- Service Catalogue Management
- Service Configuration Management
- Service Level Management
- Service Request Management
Licensing Models
- Enterprise license
- Named user license
Operating Models
- On-Premise
- Private Cloud
- Public Cloud
Available languages
- English
- French
- German
- Italian
- Russian
- Spanish
- more
Where is the software used? - References
Publicly referenceable customers include: Twitter, AppDynamics, Yale School of Management, Domino’s, puppet, airbnb, VMWare, Northrop Grumman, Bose, Splunk, The Telegraph, Sotheby’s, square, nextiva, and more.
The associated reports can be viewed on our website (https://www.atlassian.com/de/software/jira/service-desk/customers). Of course, a large number of well-known companies from various industries are also among our satisfied customers in German-speaking countries, ranging from Porsche, Aldi Süd, Bertelsmann, Kärcher, Vaillant Group and Bertrandt to ESL Gaming and the District Office of Schmalkalden-Meiningen. For various reasons, however, many customers are not willing to act as a public reference. In view of this, we are happy to offer, together with our network of solution partners, the targeted mediation of discussions with our existing customers after contact has been established.
Always up to date - training courses
Atlassian itself offers, among other things, online training, webinars as well as certifications via the “Atlassian University” training program. At the same time, our broad network of (certified) training partners offers a wide range of training courses for different user/interest groups, ranging from standardized training courses to individualized training courses. These trainings can be conducted on demand virtually, in training centers of the partners or at the customer’s site.
Do you need help? - Support
Depending on the subscription model (SaaS or On-Premises) and the selected support plan, different support services are available. In addition to self-help resources, community support and access to our specialists via the support portal, 9×5 and 24×7 support is available depending on the support plan.
Depending on the plan and criticality of a ticket, support is provided not only in writing, but also by phone or by a dedicated senior support team. Support language is English due to the global structure of support centers. Atlassian’s own support models can be viewed on the following website: https://www.atlassian.com/enterprise/support-services.
Local language support and other value-added services can be provided by our certified Solution Partners.
Manufacturer
Atlassian Corporation PLC
George Street 341
2000 Sydney
Australia
YOU NEED HELP WITH TOOL EVALUATION?
Software solutions are important for the successful implementation of service management processes in practice. The right tool ensures that people accept and can apply the processes. Take advantage of our years of experience and absolute neutrality when it comes to evaluating the right ITSM or PM software solution.