Jira Service Management as a Business Process Management and Automation System

Atlassian has renamed and relaunched Jira Service Desk as Jira Service Management (JSM) - you can read the announcement here.

While it talks a lot about IT service management (ITSM), don’t just think it is an internal IT helpdesk and ticket management tool. While this was the case previously with Jira Service Desk that did not support external customers like other tools such as ZenDesk, Freshdesk, etc.

However, this has changed, where the help desk can be made available to external customers as well, providing access to a Confluence knowledgebase for self-service, and the ability to raise tickets to solves problems or request services. And importantly, there’s no need for those external parties requiring licenses to Jira or Confluence, which has been cost-prohibitive in the past.

The other game-changer is that JSM can support not just internal IT services and support, but business processes across the company and a Business Process Management (BPM) tool. While Jira workflows and Jira Service Desk automation have been limited in the past, now with Automation for Jira being baked-in to Jira, it makes it possible to automate business processes - refer to my previous blog on this.

The combination of JSM providing the ability to initiate a process through a simplified online form, manage those request via queues, the workflows and automation in Jira to execute the process, referring to the business processes documented in Confluence that are only a click away, it provides a a way to automate business processes.

Feel free to reach out to find out more.