Today, we bring you information about another announcement by Atlassian. This time, the change concerns the Jira Service Desk product.
Jira Service Desk is changing to Jira Service Management
After this, Jira Service Desk will no longer be used but Jira Service Management (JSM).
This is not just a “cosmetic” change; it will not just be a name change. The name is being changed to better match the areas that Jira Service Management is targeting. The change will be reflected everywhere—affecting Cloud, Server, and Data Center JSM. You will be able to notice the change in Cloud Jira soon, so there is no need to do anything. The server and data centre will be JSM from version 4.14, released towards the end of 2020.
The good news is that prices are unchanged*.
Jira Service Management represents the next generation of the top-rated Jira Service Desk product.
It’s no wonder that a new generation is coming. After all, Atlassian is investing considerable capital in development in the ITSM field.
JSM extends the coverage of IT service management (ITSM) and enables even more profound interconnection between teams in the development, operations, and business areas. Atlassian itself refers to this linkage as “high-velocity” collaboration, indicating that with JSM, it is easy to rapidly respond to changes coming from the business sphere while simultaneously providing a high-quality and reliable service to both external end customers and internal employees. The announced changes also bring an improved ITSM project template – the standard coverage of related processes, namely incident management and change management, will be more sophisticated and one step closer to perfection.
We expect Opsgenie to be included in all JSM Cloud editions soon. Opsgenie is a modern incident management platform. With its help, no critical incident goes unnoticed, and it ensures that the right people with their actions resolve the incident in the shortest possible time.
For JSM Server and Data Center, Opsgenie is not included by default (as it is a Cloud product) but will be available for possible separate purchase and integration.
Also, a new Enterprise edition for Cloud JSM will be available soon, in addition to the current Free, Standard, and Premium editions.
The integration of Insight—Asset Management and Insight Discovery into JSM will occur later. This will enable JSM to cover asset management or needs based on Configuration Management as standard. This move is not a surprise, as Atlassian previously acquired Mindville, the Insight app vendor. Further deepening of JSM integration with Slack – via the Halp product – is also expected. Halp, for example, allows you to create tickets directly from conversations or translate replies into comments in Jira tickets.
As an Atlassian Partner, we are very excited about the changes that have been introduced.
We are here to answer any questions you may have. We will be happy to help you on your way to success in your field. Further helpful information: https://www.atlassian.com/software/jira/service-management/launch#general
* A slight price increase will affect customers on Cloud JSM’s Standard and Premium plans. In this case, Atlassian will contact them.
