What is Jira Service Management?

Jira Service Management is a request tracking system that allows IT and non-IT groups on campus to track and manage requests. 

It offers a simple, user-friendly experience for customers and an efficient, customizable platform for service desk agents. Watch our video demo below to learn more!

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Benefits of using Jira Service Management

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User-friendly interface

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Customizable queues

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Integrates with Confluence


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Real-time reporting for managers

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Automated workflow

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Built-in customer satisfaction features


Project timeline

  1. 2020
    1. May
      1. IST Service Desk's pilot of Jira Service Management starts
    2. Aug
      1. IST Service Desk's pilot of Jira Service Management ends; IST Service Desk continues to use Jira Service Management
    3. Sep
      1. IST launches Jira Service Management info sessions with interested campus partners
    4. Oct
      1. IST announces further investigation of Jira Service Management as a potential replacement for RT
    5. Nov
      1. IST Knowledge Base migrated to Confluence
      2. Migration of IST's client-facing queues from RT to Jira Service Management
      3. IST Service Desk request forms moved to JSM
  2. 2021
    1. Feb
      1. IST begins moving additional IST-owned RT queues to Jira Service Management
    2. Nov
      1. Request Tracker (RT) “-general-“ queue moved to JSM
  3. 2022
    1. Jun
      1. Majority of IST RT queues migrated to JSM

Groups using Jira Service Management

  • Arts Computing Office (ACO)
  • The Centre
  • Co-operative and Experiential Education (CEE)
  • Environment Mapping, Analysis, & Design (MAD) Help Desk
  • IST Security Operations Committee (SOC)
  • Office of Research
  • Renison 

List of available Jira add-ons

The add-ons below have been approved for use by the Atlassian Governance Committee:

  • Microsoft Teams for Jira Cloud
  • Custom Fields Pro for Jira
  • Round-robin request assignment for Jira Service Management
  • Stagil incoming links

Start using Jira Service Management today!

step two
Step Two
Meet with IST for a Jira Service Management demo


step three
Step Three
Review resources on how to get started with Jira Service Management