Introducing Jira Service Management, the next generation of Jira Service Desk!

Hello to our app developers,

Today, we’re excited to announce the launch of Jira Service Management, the next generation of Jira Service Desk!

Jira Service Management, the only ITSM solution built on the Jira platform, helps IT operations and development teams collaborate at high-velocity and deliver better service experiences fast.

Jira Service Management incorporates all the rich request management capabilities from Jira Service Desk that you know and love, and:

  • Modern incident management, powered by Opsgenie: Get on-call scheduling, alerting, incident swarming and more from our popular Opsgenie product, now included in all cloud plans of Jira Service Management. Plus, deeper integrations with Jira Software, Bitbucket, and Confluence let you seamlessly orchestrate the end-to-end incident resolution process.

  • Change management, built for the DevOps era: Make smarter decisions around changes to services, with richer contextual information–from both your software development as well as infrastructure-related tools. Innovate faster with automated change risk assessments, advanced approval workflows, and deep integrations with popular CI/CD tools like Bitbucket Pipelines, Jenkins, and CircleCI

  • Intuitive service experiences: The new agent experience makes it easier to categorize service requests, incidents, problems, and changes. Work smarter with new features such as bulk ticket actions and machine learning capabilities that intelligently group similar tickets.

  • And coming soon, fully-integrated asset and configuration management powered by our Mindville Insight product and best-in-class conversational ticketing capabilities , through an integration with Halp.

  • Watch here for more:

What does this mean for you?

For Marketplace app partners, we ask that you update your assets for your existing Marketplace apps for Jira Service Desk, including messaging and documentation, to reflect the Jira Service Management change. We ask that you please complete this by January 9th, 2021 to ensure the messaging for our public offering is consistent.

We are committed to the Atlassian Marketplace and encourage our partners to continue finding opportunities to extend the existing ITSM capability for Jira Service Management. As a Marketplace partner, you play a critical role in the success of the Jira Service Management launch, and we are excited to partner with you in the future of Atlassian’s success in ITSM with your Marketplace apps.

When will you see these changes?

For all deployments:

  • There are no API changes and all your integrations will continue to work, with no changes required on your end.
  • This rebrand will impact all three deployments, but the pricing and packaging details may look different by deployment.

Cloud apps:

  • Cloud customers will see the changes reflected either immediately or over the next couple of weeks.

Server and Data Center apps:

  • For the Server and Data Center editions, we are targeting the next release by the end of the year.
  • Given Opsgenie is a Cloud product, Opsgenie will still be required as an add-on purchase for Server/Data Center.
  • The new change management capabilities will not be available in Data Center until a later release.

Learn more about Jira Service Management on the public blog announcement , as well as other resources available below: