IT Operations (ITOps) and IT Service Management (ITSM) are two key functions of organizations that rely on technology for their business operations. Both these functions ensure that an organization’s IT systems and infrastructure are well-maintained, monitored, and optimized to deliver the expected business value.

Atlassian’s Jira Service Management (JSM) is a powerful tool that supports ITOps and ITSM functions. It allows organizations to streamline their processes, improve service quality, and increase overall operational efficiency. 

ITOps and JSM

ITOps is the set of processes and tools for implementing, managing, delivering, and supporting IT systems within the organization. ITOps teams are responsible for establishing, maintaining, and optimizing a high-performing and secure IT infrastructure, which can be private, public, or hybrid cloud. They also manage services and applications deployed on the network and grant access to authorized users.

Atlassian’s JSM supports ITOps teams by providing a central hub for monitoring, troubleshooting, and resolving all IT issues. This easy-to-use tool connects operations managers, software developers, and Site Reliability Engineers (SREs) so they can work proactively and keep their systems running.

In addition, JSM neatly integrates with other Atlassian tools, including Jira Software, Bitbucket, and Bamboo. It also integrates with many leading third-party tools, such as Slack, Trello, and Zapier, to name a few. This enables teams to automate processes, review and test codes before deployment, and reduce errors while minimizing downtime.


ITSM focuses on end-to-end delivery of IT services to customers rather than on IT systems. ITSM teams are responsible for ensuring that all IT services are aligned with business needs and delivered to customers properly. These services include all the activities and processes involved in designing, creating, delivering, and supporting IT services.

Atlassian’s JSM provides ITSM teams with a centralized platform for all service requests, incidents, and changes. Using this tool, teams can track service requests, ensuring the fulfillment of SLAs and well-maintained service quality.

In addition, JSM equips ITSM teams with powerful reporting and analytics capabilities. So they can monitor key metrics like response times, resolution times, and customer satisfaction. It also helps ITSM teams to identify necessary improvements and make data-driven decisions to improve service delivery. 

So, JSM is a must-have tool for both ITOps and ITSM functions. With JSM, organizations can streamline their IT processes, optimize IT infrastructure, improve service quality, and increase operational efficiency.