6. Jira Software Jira Service Management
Usage Project Management for Software Development
Service Management for IT as well as
other business teams such as Facilities,
HR, Legal, Procurement, etc.
Main features
Task tracking, agile boards, version
management, bug fixing, integrations
Service requests, incident
management, problem management,
change management, configuration
management, knowledge management
Target audience
Software developers, Scrum masters, Project
and Product Managements
IT Service Desk, IT Operations Teams,
Non-technical teams such as HR,
Legal, Facilities, etc
Metrics
Sprint reports, Velocity charts, version reports,
burn-up and burndown charts
Customisable SLAs, Customer
Satisfaction, Workload per agent,
Request deflection
Licensing Based on the number of users
Based on the number of agents.
Customers do not require a license
8. • More descriptive agent view (beta)
• Request type and workflow templates
• Board view of issues
• Atlassian Intelligence in Jira Service Management
Newly added features
14. Atlassian Intelligence in JSM
Some of the actions you can perform using Atlassian
Intelligence:
• Summarize everything discussed in the ticket
• Type a response in the comment, change the tone and edit
before sending
• Request type suggestions
• Text to JQL conversion (beta)