Jira Service Management (JSM) Setup

Jira Service Management (JSM) is Atlassian’s ITSM tool designed for IT operations and support teams. This guide will help you set up JSM Cloud, configure service desks, and implement ITIL practices.

1. Creating an Atlassian Account

2. Setting Up Your JSM Cloud Instance

  1. Select Jira Service Management:
    • After logging into Atlassian, choose Jira Service Management.
  2. Set Up Your Site URL:
    • Choose a unique URL for your JSM instance, typically in the format yourcompany.atlassian.net/jira/servicedesk.
  3. Choose a Template:
    • ITSM: Comprehensive IT service management with request, incident, problem, and change management.
    • General Service Desk: Basic service desk for handling general customer inquiries and support.
  4. Create Your First Service Desk:
    • Name your service desk (e.g., IT Help Desk).
    • Set up a project key and choose a lead for the service desk.
  5. Set Up Request Types:
    • Define different request types (e.g., IT support, service request, hardware issue).
    • Customize the fields and forms for each request type.

3. Configuring JSM for Your Team

  1. User and Role Management:
    • Invite agents and customers. Agents have access to service desk features, while customers can raise requests.
    • Assign roles (e.g., Service Desk Admin, Agent, Viewer).
  2. Queue and SLA Configuration:
    • Set up queues to organize and prioritize incoming requests.
    • Define Service Level Agreements (SLAs) with target response and resolution times.
    • Go to Project Settings -> SLAs to configure and manage SLAs.
  3. Automations:
    • Create automation rules to manage routine tasks (e.g., auto-assign requests, close resolved tickets).
    • Use automation templates or build custom rules.
  4. Knowledge Base Integration:
    • Link Confluence to create a knowledge base for self-service.
    • Go to Project Settings -> Knowledge Base to configure the integration.
    • Create articles and categorize them for easy access by customers and agents.
  5. Reports and Dashboards:
    • Create custom reports to track metrics like request resolution times, agent performance, and SLA breaches.
    • Use JSM’s built-in dashboards or create new ones tailored to your team’s needs.
  6. Incident, Problem, and Change Management:
    • Set up workflows for incident, problem, and change management based on ITIL best practices.
    • Customize issue types and workflows to suit your organization’s processes.

4. Best Practices and Tips

  1. Request Type Naming:
    • Use clear, customer-friendly names for request types to minimize confusion.
  2. Communication Templates:
    • Create and customize email templates for automated responses and notifications.
  3. Customer Satisfaction (CSAT):
    • Enable CSAT surveys to gather feedback from customers after requests are resolved.
    • Review CSAT data regularly to identify areas for improvement.
  4. Data Privacy and Security:
    • Ensure that sensitive information is handled according to your organization’s privacy policies.
    • Use JSM’s security settings to manage access and data retention.
  5. Performance Monitoring:
    • Regularly review queue times, agent workloads, and SLA compliance to ensure efficient service desk operations.

5. Resources