Jira Service Management
Jira Service Management (JSM) is Atlassian’s advanced service desk solution, designed to streamline IT service management (ITSM), DevOps workflows and business service delivery.
Built for modern teams, JSM bridges the gap between your IT operations and development teams, ensuring seamless collaboration and faster resolution of requests.
From incident management and problem tracking to configuration and asset management, JSM empowers you to deliver exceptional service experiences while keeping operations running smoothly.
Benefits of Jira Service Management
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Empower Teams for Faster Service Delivery:
Break down silos between IT, development and business teams, enabling faster ticket resolution and seamless communication.
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Improved Visibility and Control:
Get a real-time view of service performance and organisational workflows through dashboards and analytics tools.
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Cost-Effective and Scalable:
Save costs compared to many traditional ITSM tools and scale as your organisation grows without losing efficiency.
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AI-Powered Automation:
Leverage automation to handle repetitive tasks, triage requests and even suggest solutions, enabling your teams to focus on complex, high-value work.
JSM-Key Features
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Intuitive Service Portals:
Enable teams to submit and track requests easily
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Incident Management:
Quickly respond to, resolve and learn from incidents
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Asset and Configuration Management:
Use the built-in Insight module for managing assets and dependencies
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Change Management:
Reduce risk by better assessing the impact of changes with automated workflows
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Scalable and Customisable:
Tailor JSM to meet the specific needs of your organisation
About Elegance Group
We’ve helped clients worldwide solve many process and business problems by thinking just a little bit differently. We are dedicated to solving complex business challenges through tailored solutions that empower organisations to thrive. As a leading Atlassian Platinum Solution Partner, we specialise in streamlining operations, enhancing efficiency, and delivering measurable results for businesses.
Our proven experience across diverse industries enables us to tackle complex challenges, ensuring your teams work smarter and deliver exceptional results. Whether optimising your existing JSM setup, migrating from legacy ITSM tools, or guiding you through new implementations, Elegance Group is the trusted partner for scalable, efficient service management solutions.
Proven Success Stories
We’ve worked with leading organisations like KiwiRail, NRMA, and Jarden Group to transform their ITSM processes, reduce operational costs and achieve faster service delivery.
Our Approach to Jira Service Management
Our approach to JSM is centred on understanding your unique business needs and delivering solutions that drive efficiency, collaboration and measurable results. As an Atlassian Platinum Solution Partner, we combine deep expertise with a proven methodology to design and implement JSM solutions that align with your workflows.
Whether it’s automating processes, optimising incident and service request management or scaling ITSM into Enterprise Service Management (ESM), we ensure JSM is tailored to empower your teams and deliver exceptional value. By focusing on usability, adoption and long-term success, we transform service management into a competitive advantage for your organisation.
Where We Operate
What Sets Us Apart?
Unparalleled Expertise >
We’re an Atlassian Platinum Solutions Partner and specialise in delivering tailored JSM and other Atlassian solutions that solve curly business problems.
Cost Optimisation >
We help clients save money by consolidating licenses, identifying unused tools and replacing third-party apps with native JSM features.
End-to-End Support >
From implementation and training to ongoing support, we’re your partner throughout the journey. Our team ensures a seamless transition and provides expert advice whenever you need it.
Focus on
ROI >
We know ROI is important to all our customers, so we put a lot of effort into the ROI model. The beauty of JSM is that once you’ve bought it to solve one problem, you can re-use it to solve a myriad of others.
Proven Expertise
Transforming Service Management with Jira Service Management
We’ve spent years helping businesses transform service delivery with Jira Service Management (JSM). As an Atlassian Platinum Solution Partner with ITSM Specialisation, we’ve seen first-hand how the right solutions can solve real business problems—improving efficiency, saving money, and empowering teams to work smarter.
Solving Curly Business Problems with a Tailored Service Design
Every business has unique challenges, which is why we never offer a one-size-fits-all approach. Our process starts with discovery - getting to know your team, processes and bottlenecks.
Seamless Implementations That Work for Your Teams
The success of any ITSM solution lies in its adoption. We work closely with your teams to ensure JSM is implemented in a way that makes sense for your organisation - whether that means automating processes, aligning with ITIL practices or connecting JSM with your existing tools.
For one financial services client, their fragmented legacy system caused delays and frustrated employees. We implemented JSM as a centralised ITSM platform, automating ticket routing, SLA tracking, and reporting. The result? Faster incident resolution, streamlined service requests, and happier customers.
We also ensure JSM integrates seamlessly with the rest of your business. Tools like Confluence can centralise your knowledge base, helping employees find answers before they submit a ticket, while integrations with Bitbucket and DevOps tools enable incident response teams to resolve issues faster.
Automation That Delivers Results
Jira Service Management excels at reducing manual effort, and we make sure your team gets the most from its automation features. From ticket escalations to automated approvals, we create workflows that handle repetitive tasks so your IT team can focus on what really matters.
For organisations needing self-service options, we’ve built customised employee portals where users can log incidents, request services, or find answers without IT intervention. Not only does this improve the employee experience, but it also significantly reduces the ticket load for service teams.
For example, at a global retail company, we helped design a portal that handled thousands of customer-facing requests every week. With clear automation rules and escalations in place, customer satisfaction skyrocketed while IT workloads dropped.
Migrating to the Cloud with Confidence
Jira Service Management is even more powerful in the cloud, enabling faster performance, scalability and lower overheads. As a Cloud Specialised Atlassian Partner, we’ve helped clients migrate from on-premise or legacy tools to Atlassian Cloud with minimal disruption.
Our proven methodology ensures data integrity, risk mitigation and continuity throughout the migration process. For a large IT team, we consolidated multiple Atlassian instances into a single JSM Cloud environment, improving collaboration and significantly reducing licensing costs.
Optimising Your Investment Through Licensing Expertise
TSM solutions don’t just save time - they need to save money, too. One of our key strengths is helping businesses optimise their JSM licensing.
At Elegance Group, we dive deep into your usage to identify inefficiencies, such as underused licenses or unnecessary add-ons. For most clients, this analysis results in significant savings by replacing costly marketplace apps with native features.
For example, at an organisation with over 1,000 users, our licensing audit reduced their add-on costs by consolidating tools and leveraging JSM’s growing native capabilities.
We also simplify renewals through co-termed licensing, so you only have one predictable annual bill.
Beyond Implementation: Supporting Your Ongoing Success
A successful JSM implementation is only the beginning. At Elegance Group, we’re here to help you every step of the way, from training your team to supporting your system as your needs evolve.
With tailored training sessions, we ensure IT teams and end-users feel confident using JSM’s full capabilities. And because we know that ITSM needs change over time, we offer ongoing optimisation and support to help you unlock new features and keep your system aligned with business goals.
Real Results, Proven Expertise
We’ve helped businesses across industries modernise their IT service delivery. From saving KiwiRail thousands of dollars a day to streamlining IT operations for global enterprises, we’ve proven time and again that Jira Service Management delivers results when implemented by experts.
Whether you’re looking to digitise outdated processes, automate workflows, or migrate to the cloud, we have the expertise to help you succeed.
Let’s talk about how we can transform your service operations with Jira Service Management - just like we’ve done for clients across New Zealand, Australia and beyond.
Erin Burke, Global Head of Procurement and Support, Pepperstone
"Elegance brought a level of knowledge about the potential of Atlassian within our current entitlements and the long term opportunities that allowed us to start doing strategic planning. The technical skills of the team we worked with helped uplift our maturity and transition internal teams into a new toolset..."
Gavin Strelitz, Implementation Leader, ASL
"All in all it was a very professional, collaborative and easy working engagement which resulted in strong outcomes for ASL."
Andy McCarthy, General Manager of Technology Engineering, NRMA
"Elegance Group was great to work with, their Atlassian JSM experience was obvious from the outset and hugely beneficial particularly when both teams underestimated the challenge in migrating from the NRMA Service Now incumbent towards the new JSM platform."
Richard Lane, Director of Security & Global IT, Zip
"What we'll spend this year with Elegance Group will save me 3-4 times that amount in Atlassian licensing."
Shaun Roos, Program Manager, Harrison.ai
"We’ve increased efficiency and enhanced our compliance, continuous improvement and scalability. This has collectively improved the overall financial health and operational effectiveness of the business."
Clayton Coetzee, Agile Coach, The Warehouse Group
"The outcomes of this partnership have been overwhelmingly positive, with TWG experiencing tangible improvements in collaboration, efficiency, and strategic focus."
John Smith, Chief Legal Officer, AFF
"It was unfathomable that something so game-changing was possible to produce within such a short time. In three weeks, Brett and his team not only understood our fears and concerns, but also tailored an automated legal verification process which exactly fits the needs of our rapidly growing company."
Eli Abitbol, Managing Director, Existco
"The solution deployed made a massive difference to how we operate, and helps immensely with better visibility and planning of work."
Mike Dawes, Head of Operations, Experieco Ltd
"Elegance Group's approach to the implementation meant we were involved along the way to learn from an administrative perspective and could effectively manage the queues going forward."
Michelle Nefdt, Delivery Manager of Cloud & Infrastructure, Jarden
"Elegance Group has been pivotal in our adoption of JSM, and very supportive while working with us to provide options."
Frequently Asked Questions
JSM stands out for its collaboration-first approach. Key differentiators include:
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Integration with Jira: Ideal for DevOps workflows
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No-code automation: Automate repetitive tasks without technical expertise
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Flexible configuration: Customise workflows, SLAs and queues to meet your team’s needs
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Self-service portals: Empower end-users with knowledge base integration in Confluence
JSM offers many features including:
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Service Request Management: Streamline ticketing workflows
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Incident Management: Respond to and resolve incidents quickly
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Change Management: Enable risk-aware deployments with automated workflows
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Asset & Configuration Management: Track resources using Insight (now integrated)
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Knowledge Management: Integrate Confluence for self-service support
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Training and Enablement: Partners empower your teams through hands-on training and resources, ensuring they use Atlassian tools effectively and confidently.
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Reporting and Dashboards: Real-time insights into SLAs, performance, and incidents
JSM integrates tightly with development tools like Jira Software and Bitbucket. Key capabilities include:
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Incident swarming: Development and IT teams can collaborate on incidents directly within JSM
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Change tracking: Automate change requests using CI/CD pipelines
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Post-incident analysis: Conduct root cause analyses with linked development tasks
Insight is JSM’s native Asset and Configuration Management tool. It enables teams to:
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Manage IT assets - hardware, software etc
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Track configurations for improved incident resolution
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Automate workflows based on asset dependencies
JSM enables teams to:
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Configure and track SLAs (eg response and resolution times)
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Visualise SLA performance in dashboards
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Use advanced reporting tools to analyse trends, service performance, and bottlenecks
Migrating to JSM is straightforward, especially with a Platinum Partner like Elegance Group. We handle:
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Migration planning: From existing ITSM tools
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Data integrity: Ensuring no loss of information
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Workflow customisation: Designing JSM to suit your team’s needs
Yes! JSM integrates with:
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Atlassian tools like Jira Software, Confluence and Opsgenie
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Over 1,000 third-party apps in the Atlassian Marketplace, such as Slack, Teams and Zoom
Yes, JSM includes no-code automation rules to:
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Route tickets to the right team
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Automatically update tickets based on status or time
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Escalate issues based on SLA breaches
Jira Service Management offers multiple pricing tiers to suit businesses of all sizes – here’s an overview of the tiers:
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Free: Perfect for small teams, includes basic features
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Standard: For growing teams, includes SLA management and automation
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Premium: Adds advanced capabilities like: Insight Asset Management and Global Incident Response
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Enterprise: Ideal for large organisations needing unlimited scalability and customisation
Find out more about pricing for your organisation and needs here with Atlassian’s Pricing Calculator: https://www.atlassian.com/software/pricing-calculator and get in touch if you have questions or need help.
Elegance Group can help you with right-sizing your licensing, identify cost-saving opportunities and simplify billing. We can also help with:
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Aligning renewals to a single billing cycle
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Optimising licenses to ensure you’re only paying for what you need
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Procuring marketplace add-ons - we’re really good at identifying marketplace apps which could be replaced by native functionality within the Atlassian product solution range.
We offer a free licensing audit to ensure you don’t spend unnecessary budget on licensing you don’t need. Conditions apply, get in touch for more information.
Atlassian Partners like Elegance Group hold ITSM Specialisations, showcasing deep expertise in:
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Modernising IT operations
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Optimising service delivery workflows
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Integrating JSM with Atlassian and third-party tools
We’re experts in implementing and supporting JSM to solve curly business problems from design to go-live. As an Atlassian Platinum Solution Partner, Elegance Group provides:
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JSM implementation: End-to-end deployment tailored to your business
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Migrations: Seamless transitions to JSM
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Solution Design: Optimising your current implementation, and/or designing new solutions using JSM in ways you’d never think possible
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Licensing audits and management: Optimising costs and ensuring compliance
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Training: Empowering teams to fully utilise JSM
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Ongoing support: Troubleshooting, upgrades, and enhancements
Elegance Group stands out as:
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An Atlassian Platinum Solution Partner
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Specialised in IT Service Management and Cloud Migration
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Experts in streamlining workflows, reducing costs and enhancing service delivery
We don’t just implement tools; we solve your curly business problems!
Resources
We’re dedicated to helping organisations unlock the full potential of their Atlassian tools. Our resources section delivers a wealth of insights, including success stories, whitepapers and blogs - all designed to inspire and inform. Explore these resources to discover how we’ve partnered with our clients to overcome their curly business problems, gain access to expert analysis on industry trends and receive practical advice which will help enhance your team’s performance and maximise your Atlassian investment. Dive in now to see how our exclusive focus on Atlassian solutions can drive success in your organisation.
Transforming Business Success
