Jira Service Management (JSM) Enterprise overview

To address increasing ITSM demands, SHIP-HATS now offers Jira Service Management (JSM) Enterprise as a structured service management solution.

💡 If your team only needs to track tasks and software development issues, Jira may be sufficient.

Classification supported

JSM enterprise supports up to CONFIDENTIAL (CLOUD-ELIGIBLE)(CCE).

JSM enterprise features

• Service Desk portal for request management: Provides a platform for submitting and tracking requests.
• Agent interface for ticket management: Provides a workspace for agents to handle tickets efficiently.
• Incident management: Offers tools for detecting, categorizing, and resolving incidents.
• Change management: Allows to track, approve, and implement changes.
• Knowledge management: Serve as a knowledge base for self-service support and documentation.
• Distributed help center customer portal (via SSD): Provides help center for users to access support.
• Seamless integration: Supports integration with tools such as Slack for enhanced collaboration.

JSM vs Jira

• Unlike standard Jira Software projects, JSM includes built-in ITSM functionalities that help manage service requests, incidents, and change management processes more effectively.
• Standard Jira projects do not offer features like SLA tracking or customer portals.

When to use JSM?

You can use JSM for the following scenarios:

• IT service/request management
• Incident management
• Change management

Features under evaluation

The following features are currently not supported or are under evaluation for Jira Service Management (JSM) Enterprise within SHIP-HATS: