How to Build Your Own Jira Service Management

Monitor systems that forward alerts to be aware of any communication gaps

Identify affected services, track issues, escalate to correct team, and address root causes with post-incident reviews

Route alerts to the right team or responder with unlimited alerts, email notifications, SMS, and voice options

Manage and respond to incoming alerts with routing rules, escalation policies, and on-call schedules

Send internal communications about ongoing incidents. Invite, update, and email internal and external stakeholders

Provide always-on support with AI agents that draw on existing knowledge and spot knowledge gaps while drafting new articles

Collaborate with AI agents that triage requests and intelligently suggest resolution steps

AI-powered conversational support that instantly answers employee questions with AI agents drawing on existing knowledge

AI-powered agents for employee support, operations, and customer service with search and chat capabilities

AI-powered search and chat tools for accelerating operations workflows

Store assets to manage inventory efficiently, track ownership and lifecycles, and reduce costs

Empower IT operations teams with richer contextual information around changes from software development tools to make better decisions and minimize risk

Gain visibility into the infrastructure that supports critical applications and services. Understand service dependencies to minimize risk

Bring development and IT operations teams together to rapidly respond to, resolve, and continuously learn from incidents

Group incidents to problems, fast-track root cause analysis, and record workarounds to minimize the impact of incidents

Schedule changes happening across your organization to provide visibility and avoid conflicts

Configure multi-user and group approvals based on change management practices

Score the risk of a change using a Jira automation-powered risk assessment engine

Allow or prevent deployments at specific points in change management process using connected CI/CD tool

Create change requests when team initiates deployments to selected services

Customize your service experience with over 1,000 trusted applications and integrations

Link issues to conversations in Slack, Microsoft Teams, and Zoom

Connect ChatOps tools and hundreds of third-party monitoring integrations

Link service management requests to Jira development issues for better traceability

Take advantage of Jira Service Management Connect and integrate with favorite software tools. Build custom add-ons with REST API

Automatically create incidents from grouped alerts using AI

Leave post-incident reviews to AI. Generate incident summaries quickly so teams can save time and learn from past incidents

Quickly assess change risk with AI-powered risk scoring and mitigation suggestions to prevent incidents and streamline approvals

Use AI to group related alerts and escalate them to incidents

Manage the lifecycle of assets and services. Gain visibility into dependencies, troubleshoot incidents, and minimize risk

Track and manage the ownership and lifecycle of any asset or service for inventory, auditing, and more

Define dependency or containment relationships to track correlation status between services

Register IT services providing additional context for changes. Link issues to affected services and streamline incidents

Use your company-branded URL for Jira Service Management's help center

Create, read, update, and delete articles. Recommend relevant articles to customers to enable self-service and deflect requests

Create multiple help centers to meet needs of different audiences (employees vs contractors or external customers)