Jira Service Management / ESM
Service management that your auditors and your employees both like
ITIL-aligned Jira Service Management for IT, and enterprise service management for HR, legal, facilities, and finance. We migrate from ServiceNow and Remedy, retire Opsgenie, and then put Rovo Service to work under supervision.
What we deliver
ITIL 4 service desk on JSM
Incident, problem, change, and request workflows, SLAs, queues, and CMDB, including Assets. Built to pass ITIL and SOC audits without slowing agents down.
ServiceNow or Remedy to JSM
A structured migration that maps modules, data, integrations, and reports. Clients typically cut licensing cost by 40% or more while simplifying administration.
Enterprise service management
HR onboarding, legal intake, facilities, procurement, and finance requests on the same platform, including department-specific portals and forms.
Rovo Service and Incident Command Center
Supervised AI support that deflects Level 1 requests, as well as unified detection, investigation, and resolution for major incidents.
Opsgenie transition
Move alerting and on-call into JSM Operations before Opsgenie end of support, without losing routing rules or integrations.
Self-service and knowledge
Portals, request types, and Confluence knowledge bases, so you reduce ticket volume and improve first-contact resolution.
Service management outcomes
A regional health system reduced mean time to resolution by up to 50% and reported more than $800,000 in annual savings after consolidating three ticketing tools into Jira Service Management.
Optum
55%
reduction in setup time for new teams after Jira and Confluence standardization.
Jira · Confluence · Training
Frequently asked questions
JSM is PinkVERIFY certified for ITIL 4 practices. We configure incident, problem, change, request, and knowledge management to ITIL 4 guidance and then document the control mapping for your auditors.
For most mid-size and many large organizations, yes. We run a module-by-module fit assessment first, then a migration plan covering data, integrations, and reporting.
Rovo Service is Atlassian’s AI support agent for JSM. It resolves or triages Level 1 requests, whether autonomously or under human supervision, with full audit logging.
Meanwhile, Atlassian is consolidating Opsgenie into Jira Service Management Operations and Compass. We migrate alert routing, on-call schedules, and integrations before your renewal.
Ready to talk?
Book a 30-minute discovery call. No sales deck. We start with your situation and tell you plainly whether we can help.