With Jira Service Management, you can easily receive, track, manage, and resolve requests from your team’s customers. Customers can send requests by email, a customizable help center, and an embeddable widget. Jira Service Management makes it easier to categorize service requests, incidents, problems, and changes by organizing and prioritizing these requests in a single place, and keeps your team on track with goals (or service level agreements).
Jira Service Management is built on the Jira platform, so you’ll see some terms and concepts that carry across all of Atlassian’s Jira products. It’s designed to bring IT, development, operations and business teams closer together with a variety of features that emphasize collaboration at speed.
Here’s a quick overview to help you learn the Jira Service Management lingo:
How work appears
Customers submit their service requests to your team through a portal, an embeddable widget, or via email or APIs.
How teams work
Each team can work on a project that services requests from a certain area – like IT, HR, legal, or finance. Templates are different types of projects that are tailored to suit certain teams – e.g. IT service management. Each team can therefore have their own portal, can own the performance of their service project, and can route work into projects belonging to other teams.
