How to Maximize Incident Management with Jira Service Management


Welcome to this comprehensive guide on maximizing incident management with Jira Service Management (JSM). In this guide, we will summarize the key features and functionalities of JSM that can empower your technology agents to respond swiftly, collaborate effectively, and ensure efficient incident resolution. By leveraging the out-of-the-box capabilities of JSM, you can elevate your support teams to the next level of incident management.

The Importance of Incident Management Response

Responding quickly and accurately to incidents is crucial for organizations to minimize downtime, mitigate financial losses, and maintain customer satisfaction. However, agents often face challenges in accessing the necessary information to effectively respond, troubleshoot, and escalate incidents. This can lead to delays in service restoration and increased frustration for both agents and customers.

Leveraging Self-Service Knowledge Base and Request Forms

One of the key features of Jira Service Management is its ability to enable customers with self-service knowledge base articles and request forms. By encouraging customers to use the smart search feature on the JSM customer portal, you can provide them with quick access to relevant knowledge base articles that can help them resolve their issues independently. Additionally, relevant request forms can be presented to customers based on their search queries, allowing them to report incidents promptly without having to navigate through multiple portals or forms.

Gaining Insight into Affected Systems and Support Teams

JSM provides agents with valuable insights into the systems, applications, and support teams that are affected by reported incidents. By automatically populating data from Jira Assets based on the selected service, agents can quickly determine the scope of the incident and identify any related issues. This visibility into linked issues helps agents understand the extent of the incident and facilitates efficient collaboration with relevant support teams.

Accessing Runbooks for Immediate Guidance

To further empower agents, JSM allows for the integration of Confluence runbooks into incident tickets. Runbooks provide step-by-step guides for troubleshooting, communication plans, architecture, and known errors related to specific business services. By auto-populating instructions and links to runbooks in the incident request, agents have immediate access to the processes and procedures necessary for quick response and action.

Seamlessly Linking Incidents to Jira Software Development Teams

Efficient collaboration between IT Operations and software development teams is essential for resolving incidents effectively. JSM seamlessly integrates with Jira Software, making it easy for agents to create linked issues and collaborate with development teams. With a simple click, agents can create a linked issue in Jira Software and choose the appropriate project and issue type. This integration enables smooth communication and collaboration between support and development teams, leading to faster incident resolution.

Streamlining Escalation with Embedded Features

JSM provides agents with embedded features that streamline the escalation process. Agents can flag issues as major incidents, initiate conference calls, and create chat channels directly from the incident ticket. By flagging an issue as a major incident, agents notify all team members that immediate attention is required. Conference calls and chat channels facilitate real-time collaboration and enable quick escalation to the appropriate teams, ensuring a swift response to critical incidents.

Conducting Post-Incident Reviews for Continuous Improvement

Incident resolution is not the end of the story. Post-incident reviews and problem management are essential for identifying root causes and preventing future incidents. JSM allows agents to seamlessly initiate post-incident reviews upon the resolution of an incident. By creating a post-incident review ticket, agents can investigate the root cause and gather insights for problem management. This proactive approach helps organizations learn from past incidents and implement preventive measures.

Integrating Problem Management into the Workflow

JSM provides built-in workflows and tools for problem management, making it easier for teams to address underlying issues. The integration of post-incident reviews and problem tickets within JSM enables a smooth transition from incident resolution to problem management. Agents can explore the built-in workflows, forms, and queues to guide their teams through problem management processes. This integration ensures a holistic approach to incident management and facilitates the identification and resolution of recurring issues.

Collaborating Across Products and Teams

The power of Jira Service Management lies in its ability to facilitate collaboration across products and teams. By leveraging JSM and its integration with Jira Software, development, and IT teams can work together seamlessly from ideation to development to operations. This collaboration not only speeds up service delivery but also improves uptime for customers. JSM enables teams to continue working in their preferred tools while maintaining open lines of communication and collaboration.


Effective incident management is crucial for organizations to minimize downtime, maintain customer satisfaction, and drive continuous improvement. Jira Service Management provides a comprehensive solution with its out-of-the-box features for incident response, collaboration, and problem management. By leveraging JSM, organizations can empower their support teams to respond swiftly, collaborate seamlessly, and prevent future incidents.

At E7 we offer Journey to JSM packages which are designed to get your team into JSM with all the guesswork removed. Our out-of-the-box packages include strategic guidance, design workshops, assessments and recommendations, implementation, and training. More than a proof of concept, you'll have our expert analysis, scorecards to measure continued success, and a fully realized service management solution!

Stop wasting valuable resources with your service management systems and start your Journey to JSM today with E7 Solutions.