Jira Service Management
Connecting development, IT and business teams to deliver exceptional service experiences at speed and scale.
Jira Service Management equips teams with everything they need to manage service requests, incidents, problems, changes and assets - fast. Designed for collaboration and built to scale, it empowers teams to automate workflows, reduce resolution times and improve visibility across the business. With native integration into the Atlassian ecosystem, it breaks down silos between IT, development and business teams to deliver smarter, faster service.
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What is Jira Service Management?
JSM Benefits
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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
Core Capabilities
Jira Service Management brings IT, Dev, and Ops together on a single platform, empowering teams to deliver exceptional service at speed.
Integrations
Jira Service Management seamlessly integrates with a wide array of tools, enhancing collaboration across development, IT operations, and business teams.
Its robust API framework supports bidirectional data exchange, enabling connections with platforms like GitHub, New Relic and ServiceNow. Integration with Confluence empowers teams to create and share knowledge base articles directly within service workflows, promoting self-service and reducing ticket volumes. Additionally, Jira Service Management offers native integrations with communication tools such as Slack and Microsoft Teams, facilitating real-time notifications and streamlined incident management. These integrations, combined with AI-driven automation, optimise workflows and accelerate service delivery.
Who uses JSM?
Jira Service Management isn’t just for IT - it’s built for every team that delivers services. Whether you’re handling internal requests or external support, JSM helps streamline workflows, automate tasks and improve collaboration across the business.
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IT Teams
Manage incidents, service requests, changes and assets with powerful ITSM capabilities
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HR Teams
Streamline onboarding, offboarding and employee requests with structured workflows and automation
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Facilities Teams
Track maintenance requests, manage space planning and ensure smooth operations
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Legal Teams
Handle contract reviews, legal enquiries and approvals with full traceability
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Finance Teams
Manage purchase requests, budget approvals and finance queries with transparency
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Customer Service Teams
Provide responsive, consistent support with SLAs, queues and self-service options
JSM empowers every team to deliver fast, efficient service, backed by automation, AI and collaboration tools that work smoothly across your organisation.
JSM Licensing & Pricing
Jira Service Management offers flexible, scalable pricing options designed to meet the needs of teams of all sizes. Whether you’re just getting started or managing enterprise-wide service delivery, there’s a plan that fits.
Pro Tip from Elegance Group:
As an Atlassian Platinum Solution Partner, we will help you evaluate the right JSM tier, consolidate billing into a single annual invoice and identify licensing efficiencies that reduce costs where we can.
JSM Plans
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Free - – forever for up to 3 agents. Ideal for small teams, this plan includes templates for ITSM, HR, and customer service, multi-channel support (portal, email, chat), incident alerts, and access to the Atlassian Community.
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Standard - – Designed for growing teams, it adds a custom-branded help centre, unlimited email notifications, audit logs, and support for up to 20,000 agents. Includes 9/5 regional support.
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Premium - – Perfect for scaling service operations, it introduces Atlassian Intelligence with Rovo virtual agents, asset and configuration management, advanced incident/problem/ change management, CI/CD deployment gating and 24/7 support with a 99.9% uptime SLA.
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Enterprise - – Custom pricing (annual billing only). Built for large-scale, complex environments, this tier includes everything in Premium, plus advanced analytics with Atlassian Data Lake, enhanced admin and security controls, unlimited automation, multi-site support (up to 150), and a 99.95% uptime SLA.
Need help
understanding which plan fits your team?
We offer fast quotes, expert advice, and consolidated billing to streamline your Atlassian investment.
Get In TouchAbout 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.
Where We Operate
What Sets Us Apart?
Unparalleled Expertise >
We’re an Atlassian Platinum Solutions Partner and specialise in delivering tailored Jira Service Management 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 Jira Service Management 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 Jira Service Management is that once you’ve bought it to solve one problem, you can re-use it to solve a myriad of others.
EG’s Approach to Jira Service Management
Our approach is centred on understanding your business needs and delivering solutions that drive efficiency, collaboration and measurable results. 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. We transform service management into a competitive advantage for your organisation. Here’s how we do it:
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Tailored Service Design
We start by understanding your team, processes, and roadblocks. No cookie-cutter solutions, just smart, customised designs that solve real curly business problems. -
Seamless Implementations
From ITIL alignment to tool integration, we deploy JSM in ways that work for your people and processes. We make adoption easy and intuitive, boosting performance from day one. -
Smart Automation
We build automation that does the heavy lifting, routing tickets, managing approvals and reducing manual tasks. The result? Better service and less strain on your IT team.
Proven Success Stories
We’ve helped leading organisations like NRMA, KiwiRail, ASL, Pepperstone and more with Jira Service Management implementations, including:
- A complex migration that was into a simplified set of activities
- Consolidation of eight projects into a single JSM project
- Revitalisation of service management capabilities
- Implementation of an in-house service management platform for New Zealand’s first AI-driven internal customer service capability
Proven Expertise
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."
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."
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."
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
JSM’s native Asset and Configuration Management tool enables teams to:
- Manage IT assets - hardware, software etc
- Track configurations for improved incident resolution
- 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
