5 Reasons Why Jira Service Management Is the Right ITSM Solution

9 min read /

Customer support and service are the cornerstones of any successful business that offers digital products and services. Good customer experience builds the perception of your brand and converts curious onlookers into buyers and buyers into loyalists and brand champions.

Why JSM is the right ITSM for your business

Delivery of digital support and services has been significantly expedited through modern IT Service Management (ITSM). One of these ITSM tools includes Atlassian's Jira Service Management (JSM). Based on Jira Software, a ticketing tool for software development, JSM comprises all the processes and features you need to succeed in the world of digital products and services. In this article, we’ll give five reasons why JSM would be a perfect fit for your business. But first, why do you need an ITSM tool anyway?

Why Do You Need IT Service Management?

Growing companies face unique challenges, especially when it comes to the digital services market. These include:

  • Increased volume of support requests and development challenges that inadvertently come with changes in the business.

  • Increased volume leads to the overloading of responsibilities for the support and development teams and their direct impact on employee satisfaction as teams feel they can't get things done on time.

  • A multitude of communication channels like Slack, Microsoft Teams, and Confluence make information sharing between teams very challenging, especially when working remotely.

For customer support, this problem hits even closer to home. The department has to:

  • Ensure timely delivery of digital products and services.

  • Work with IT to ensure the availability of critical business applications and services at all times.

  • Deliver flawless service experiences to their customers.

This, combined with aggressive timelines and ambitious targets, makes a good ITSM important for any organization’s success.

ITSM helps you create repeatable processes and develop a self-service knowledge base for managing the end-to-end delivery of IT services to customers. A well-structured approach to ITSM can bring service delivery in alignment with the larger business goals, ultimately improving the customer experience and boosting the business' profitability.

An example of the impact of ITSM is highlighted in a report by Atlassian:

Why Do You Need ITSM?

45% of IT incidents require development or service teams' assistance for further investigation.

A robust ITSM system reduces the time required for incident resolution by an average of 25% by enabling the customer support team to receive this information quickly and remotely.

5 Reasons Why JSM Is the Perfect Fit for Your Business

Now that we’ve established why ITSM is important, which ITSM tool should you look for? As you would’ve already guessed from the title of the article, we recommend Atlassian’s ITSM tool, Jira Service Management (JSM).

 Benefits of Jira Service Management

Atlassian is pioneering the drive towards better service management and has already helped thousands of organizations develop a high-velocity approach for service delivery across the business. Here are five reasons JSM is the perfect choice for you as an ITSM solution.

  1. Low Costs

Compared to legacy tools, Jira Service Management can help you eliminate maintenance and reduce costs thanks to the transparent and upfront pricing model. JSM's pricing depends on the number of agents (users) or websites, storage requirements, the level of Atlassian support, and uptime SLAs. This is represented by multiple pricing tiers, meaning you only pay for the services you use and can scale it easily when your team grows.

2. Easy To Get Started

JSM offers ready-to-use templates so organizations can hit the ground running and get value from the system immediately. JSM's no-code structure and customizable workflows also enable teams to go live quicker than any other ITSM tool.

In comparison, legacy tools like ServiceNow or BMC Remedy can take months to implement fully, especially if you have a large user base and a complex infrastructure. A recent survey by the G2Crowd IT Service Management (ITSM) Tools Implementation Index emphasizes this point.

Average Time To Go-Live on JSM

Jira Service Management takes only 1.57 months to go live compared to ServiceNow's average of 5.19 months and an average of 3.19 months for other ITSM tools

3. Seamless Integration With Other Atlassian Tools

You can enhance Jira Service Management's utility by adding Jira Software, Jira Work Management, Confluence, and other tools like Opsgenie and Statuspage to bridge the gap between dev, ops, and customer support teams.

For instance, if your team already uses Jira Software to track bugs or manage projects, it is convenient to integrate JSM into the toolchain. You can quickly tweak the permissions and add members of different teams to the JSM projects to enable the quick exchange of information.

In this example, development or service team members can be added to the customer-facing JSM project. Suppose a support ticket has to be escalated from first-level support to higher levels. In that case, the developers can directly view, comment, and receive notifications within the same JSM project while having the option to link the JSM tickets with Jira issues on other projects.

4. Add Value, Flexibility, and Scalability

Jira Service Management has a unique advantage of over 5,000 third-party tools on the Atlassian Marketplace. You can use these tools to customize and fine-tune JSM per your organization's needs.

Jira Service Management Premium and Enterprise editions already offer access to detailed performance metrics. But, for example, if you wish to enhance your Jira ITSM reporting with custom Jira reports, you can use a marketplace tool like Power BI Connector for Jira from Alpha Serve to build reports and dashboards and visualize Jira ITSM data per your needs by exporting your data to Power BI. You can visualize KPIs such as the total number of open and closed tickets, assigned departments, resolution priority, and significant SLA indicators such as average Time to Resolution (ATR).

Alpha Serve Power BI connector

Similarly, referring to the earlier example of collaborating in JSM with software development teams, you can use the Atlassian Marketplace app Backbone Issue Sync for Jira to copy and assign tickets from a JSM project to other JSM or Jira projects without even adding other teammates to the particular project. All tickets, along with comments and attachments, can be automatically copied and synced across Jira and JSM projects while every team continues to work within their own Jira projects.

Connect JSM with Jira Software

These two examples of add-ons show the power of Jira Service Management and Jira Software and how you can scale and customize the platforms to suit your company's requirements.

5. Jira Service Management Is a Leader in ITSM

If you opt for JSM, you can be sure you’re getting the best possible ITSM solution for your company. They say, “No one gets fired for buying IBM”, and this rings true for JSM as well!

You don’t have to just take our word for it. Gartner Research recently categorized Atlassian's Jira Service Management as a leader in ESM delivery for ITSM tools in the "2022 Magic Quadrant". In the report, JSM was hailed as the fastest-growing product during the evaluation phase, with the tool already boasting 45,000+ customers worldwide.

Similarly, Forrester published a report on the Total Economic Impact™ of Atlassian Cloud for selected organizations. Here are some of their findings:

Total Economic Impact™ of Atlassian Cloud 

Organizations experienced benefits aggregating up to $4 million over the span of three years, achieving a return on investment of 246%.

These benefits included a 61% increase in the customer service team’s productivity and over $800,000 in savings from replacing legacy ITSM tools with JSM.

Time To Power Up Your Company’s Workflows

Good ITSM helps teams operate cross-functionally within organizations and communicate seamlessly with their customers and partners outside the organization. It automates mundane work and accelerates workflows so everyone can focus on what matters most to them. Choosing Jira Service Management as your ITSM tool empowers you to deliver outstanding service experiences fast, without the complexity of traditional ITSM solutions. 

Learn more about Atlassian's Jira Service Management here.