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Jira Service Management,the new frontier of Service Management . . . for all teams

Jira Service Desk is enriched with the features of Opsgenie to create Jira Service Management. the most complete and collaborative service management solution for (and for more than) modern ITSM, Development and Operations teams.

Are you already using JIRA SERVICE DESK? Or do you have OPSGENIE instances?
Discover what changes in the FAQ section.

Why Jira Service Management?

It lets all types of teams to create value, fast

With JSM, all corporate teams, from IT to HR and Legal, have an easy and quickly implementable Service Desk tool that is more intuitive and scalable, for an excellent experience of service to employees and customers.

Increase visibility with a collaborative platform

An open and collaborative platform where to track work and keep tickets and corporate data linked, for transparent management that can respond more quickly to requests, unforeseen events, and modifications.

Speed up the workflow between Dev and Ops

Get the most out of your work thanks to the new link between Development and Operations. More fluid management and crucial activities managed with priority, to increase impact on the customers’ side, reducing risk

Much more than a Service Desk

Incident Management based on Opsgenie

  • Manage incidents faster and more efficiently thanks to the inclusion of OpsGenie features, such as on-call planning, notifications, swarms of incidents, and others.

  • Obtain an end-to-end incident resolution process between the Dev and Ops IT teams thanks to the new integrations with Jira Software, Bitbucket, and Confluence.

Change management created for DevOps

  • Take smarter decisions on modifications to services, with richer contextual information, on both the development and infrastructure sides.

  • Innovate faster with automatic change risk assessments, advanced approval workflows, and deep integrations with the most popular CI/CD tools.

Intuitive and extraordinary Service experiences

  • Increase transparency and collaboration with the new ticket categories designed to support service requests, incident management, and the management of problems and modifications.

  • Exploit the new functionalities, such as block ticket actions and the machine learning features, to work in smart mode and simplify and speed up services.


What will happen to my Jira Service Desk licences?

JSD is now Jira Service Management. In the case of Servers and Data Centers, on renewal or version update you will have a more complete product, rich in functionality for IT and Operations teams. Conversely, in the case of Cloud licences, access to the Opsgenie features and to the new JSM functionalities will be shortly and automatically available.

Will the prices go up?

No, the JSM price list will be the same as that of Jira Service Desk.

In what deploy option is JSM available?
Jira Service Management is available in Cloud for Free, Standard, Premium, and Enterprise plans. Server and Data Center licences are also available, but remember that, from February 2021, there will be a pricing change on these options, new Server licences will no longer be sold, and there will be a gradual decommissioning of updates and support.

For more information, see the page “Cloud and Data Center Migration
I am already an Opsgenie user; what will happen to my licences?

The Opsgenie features are now part of the rich JSM functionalities; this does not mean, however, that Opsgenie will no longer be available for purchase or renewal as an individual product. Customers with existing Opsgenie instances can, therefore, choose to purchase a Jira Service Management and link their Opsgenie instance, obtaining a single cost centre and access to all features of both products.

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