On November 9th, Atlassian announced Jira Service Desk (JSD) is changing to Jira Service Management (JSM) while adding functionality. As of that date, Jira Service Desk no longer exists.
The change, announced on the heels of Atlassian earlier announcement about phasing out Server Edition products, adds to the existing powerful functionality and user value of the Jira Service Management as a powerful ITSM ticketing software.
This name change is not simply a rebranding of the existing software.
JSM represents the full force of Atlassian pushing into the ITSM market. Jira Service Management is a fully-featured service management product that out-competes the capabilities of Service Now, Microsoft SCCM, and other similar products. Look for this product to become even more capable and with the following acquisitions:
- Mindville—Asset Management for enterprise organizations. Now your Jira Service Management instance will connect with robust Asset Management capabilities.
- Halp—Halp is a robust conversational ticketing software that allows for seamless integration between tools like Slack and Teams to Jira Service Management, making your agents and tools even more powerful and capable to serve your organization.
- Opsgenie—Opsgenie was acquired some time ago and integrated into the Atlassian ecosystem. With JSM rebranding and focusing on comprehensive ITSM, look for stronger DevOps integration and capabilities to come online with meaningful insights into your organizational performance.
Couple this change with the already beloved Jira Software Cloud, and your organization is on a path to strong data visibility, work productivity, efficiency services, and comprehensive organizational insights. Organizations adopting Agile service management principles and tools such as these are positioned to win and keep pace with evolving business needs.
What is Atlassian adding to Jira Service Management?
Incident Management with Opsgenie: Previously a stand alone product, Atlassian is including the on-call scheduling, alerting, and incident swarming software in all Cloud Editions of Jira Service Management (JSM).
Note: Jira Service Management for Server/Data Center Edition will be released by the end of 2020 and will not include Opsgenie. However, Opsgenie will still be available as an add on. Cloud customers currently using Opsgenie are able to migrate to JSM. All Opsgenie billing will fold into JSM’s cost.
They’ve also added deeper integrations with Jira Software, Bitbucket, and Confluence to ensure seamless integration across the popular Atlassian suite.
Change Management: Atlassian added functionality to support changes to services for software development and infrastructure. This functionality includes tools for change risk assessments, advanced approval workflows, and deeper integrations with tools like Bitbucket Pipelines, Jenkins, and CircleCI.
Overall Agent UX Improvements: Atlassian also announced updates to their agent experience, making it easier to categorize service requests, incidents, problems, and changes. Other features support this, with easy, fast, and intelligent categorization of similar tickets and action responses.
While all of these updates are included, they are packaged as one product—not as a bundle.
What is the price difference between Jira Service Management and Jira Service Desk?
|User Tier||Free ($/agent/month)||Standard ($/agent/month)||Premium ($/agent/month)||Enterprise ($/agent/month)|
|1-15||$0 - up to 3 agents only||$20||$40||Contact Us|
|16-100||--||$15||$30 (up from $25)||Contact Us|
|101-250||--||$10||$20 (up from $15)||Contact Us|
|251-1000||--||$5 (up from $3)||$10 (up from $5.50)||Contact Us|
|1001-5000||--||$5 (up from $3)||$7.50 (up from $5.50)||Contact Us|
|5001-10,000||Contact Us||Contact Us||Contact Us||Contact US|
Later this year, Atlassian will release Data Center pricing.
I’m currently a Jira Service Desk Member, what happens now?
- If you currently have Jira Service Desk on Cloud, you will automatically receive access to Opsgenie within a few weeks of the announcement on November 9, 2020. It will access your current user tier at time of update.
For Server/Data Center
- If you currently have Jira Service Desk on Server or Data Center edition, Jira Service Management will be available by the end of 2020 in the 4.14 release.
- The new release includes new Jira Service Management features and available integration with Opsgenie (separate purchase required).
Reminder: Atlassian is ending Server edition sales by February 2021, and support by February 2024. We recommend migrating to Cloud if possible.