Revolutionising IT Operations with Jira Service Management: Game-Changing Updates

Atlassian has once again raised the bar for IT operations teams with a powerful set of new features in Jira Service Management (JSM). The updates enhance security, improve incident response times and bring AI-driven efficiency to service management workflows. Whether you’re an IT leader, a service desk manager or an Atlassian administrator, these new capabilities will make managing operations smoother than ever.

Let’s dive into the key updates and explore how they can benefit your team.

Stronger Security and Smarter Permissions: New Operations Global Admin Role

Managing permissions in Opsgenie and Jira Service Management has often required giving users broad admin privileges - posing potential security risks. The new Operations Global Admin role addresses this by allowing you to assign specific admin-level access only to operations-related tasks, rather than granting full Jira admin rights.

Why this matters:

• More control – limit access to only what’s necessary
• Enhanced security – reduce exposure to sensitive data
• Simplified user management – streamline permissions without admin bottlenecks

For Jira Product Admins, this role is assigned automatically. However, you can now also grant Opsgenie admin access to non-Jira admins - ensuring the right people have the right access without over-provisioning permissions.

AI-Powered Alert List View: Cut Through the Noise

(Available for Jira Service Management Premium and Enterprise customers)

IT teams often face alert fatigue, making it challenging to focus on critical issues. Atlassian has introduced an AI-driven alert list view that automatically groups similar alerts, allowing teams to prioritise urgent incidents and spot patterns faster.

How this helps:

• Reduces alert fatigue – AI clusters similar alerts to avoid duplication
• Prioritises urgent incidents – helps IT teams respond faster to critical issues
• Identifies patterns – improves incident resolution and root cause analysis

This is just the first step in Atlassian’s AI roadmap - expect more intelligent automation in the near future!

Global On-Call Schedules and Escalations: More Flexible Incident Management

Until now, on-call schedules and escalation policies were tied to specific teams, creating challenges for global organisations with distributed IT teams. The latest update allows for site-wide on-call schedules, meaning responders from multiple teams can be assigned to a single schedule.

Key benefits:

• Better global coverage – ensure round-the-clock response without regional silos
• Improved flexibility – manage escalations more efficiently across teams
• Enhanced visibility – get a clearer view of who’s on call, when and for what incidents

This update also introduces a revamped Opsgenie sidebar and UI enhancements, making it easier to navigate and manage on-call resources.

Terraform Integration: Automate IT Operations at Scale

Atlassian is replacing the existing Opsgenie Terraform provider with the new Atlassian Operations Provider, bringing more automation capabilities to Jira Service Management.

What you can do with Terraform automation:

• Create and manage teams – define team structures dynamically
• Manage user access – assign permissions programmatically
• Configure integrations – automate API and email-based connections
• Streamline on-call scheduling – auto-assign responders and escalation paths

With Terraform-as-Code, IT teams can standardise their configurations and eliminate manual work—reducing errors and ensuring consistency across environments.

Why These Updates Matter to You

These enhancements make Jira Service Management an even more powerful ITSM solution. Whether you’re handling security, incident management or automation, these new features help Atlassian you:

• Improve operational efficiency – faster incident resolution and reduced manual effort
• Enhance security and control – better permission structures for Opsgenie admins
• Leverage AI and automation – smarter alert management and streamlined workflows
• Scale IT operations globally – more flexible on-call scheduling and response coordination

If you’re looking to optimise your ITSM setup, ensure compliance, or simply work smarter with Atlassian tools, now’s the perfect time to explore these latest features.

Need Help Implementing These Features?

We specialise in Atlassian implementation, optimisation and licensing management. As an Atlassian Platinum Solution Partner and IT Service Management Specialised Partner, we help businesses get the most out of Jira Service Management - from configuring on-call schedules to automating operations with Terraform.

Get in touch with us today to learn how we can help your team work more efficiently and maximise the value of your Atlassian investment.