How to Maximize ITSM Incident Management with Jira Service Management


Welcome to this comprehensive guide on maximizing ITSM incident management with Jira Service Management (JSM). 

This guide will summarize the key features and functionalities of JSM that can empower your technology agents to:

  • Respond swiftly.
  • Collaborate effectively.
  • Ensure efficient incident resolution.

By leveraging JSM's out-of-the-box capabilities, you can elevate your support teams to the next level of incident management.


Key Takeaways

  • Swift Response: Respond quickly to incidents to minimize downtime and financial losses during an incident response.

  • Self-Service Tools: Empower customers with knowledge base articles and request forms for independent issue resolution when an incident occurs.

  • Insightful Visibility: Gain valuable insights into affected systems and collaborate efficiently with support teams for practical root cause analysis.

  • Runbook Integration: Access immediate guidance for incident resolution through Confluence runbooks, boosting incident management teams’ capabilities.

  • Seamless Collaboration: Streamline escalation and problem management processes and foster collaboration across teams to continuously improve incident prioritization.


The Importance of Incident Management Response

Responding quickly and accurately to incidents is crucial for organizations to:

  • Minimize downtime.

  • Mitigate financial losses.

  • Maintain customer satisfaction

However, agents often face challenges accessing the necessary information to respond to, troubleshoot, and escalate high-priority incidents

This lack of access to information can lead to delays in service restoration and increased frustration for agents and customers—creating ineffective incident management processes.

Leveraging Self-Service Knowledge Base and Request Forms

One of JSM's key features 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 navigating through multiple portals or forms.

Gaining Insight into Affected Systems and Support Teams

Support Team

JSM provides agents with valuable insights into the systems, applications, and support teams affected by reported incidents. 

How JSM Enhances Incident Management with Valuable Insights

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

JSM allows for the integration of Confluence runbooks into incident tickets to empower agents further. 

Runbooks provide:

  • Step-by-step guides for troubleshooting.

  • Communication plans.

  • Architecture.

  • Known errors related to specific business services. 

Streamlining Incident Management Workflow with Automated Runbook Integration

By auto-populating instructions and links to runbooks in the incident request, agents can access the processes and procedures necessary for quick response and action—an essential part of any effective incident management system.

Seamlessly Linking Incidents to Jira Software Development Teams

Seamlessly Linking Incidents to Jira Software Development Teams

Collaboration is essential—and software development teams and IT Operations must work together to resolve incidents effectively. 

JSM seamlessly integrates with Jira Software, making it easy for agents to create linked issues and collaborate with development teams. 

Agents can create a linked issue in Jira Software with a simple click 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 incident management software provides agents with embedded features that streamline the escalation process

Agents can:

  • Flag issues as major incidents.

  • Initiate conference calls.

  • 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 initiate post-incident reviews seamlessly upon an incident's resolution. 

By creating a post-incident review ticket, agents can investigate the root cause and gather insights for incident identification and 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. 

Integrating 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 identifying and resolving recurring issues.

Collaborating Across Products and Teams

Collaborating Across Products and Teams

The power of JSM 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 seamlessly from ideation to development to operations. 

This collaboration speeds up service delivery and improves customer uptime. JSM enables teams to continue working with their preferred tools while maintaining open lines of communication and collaboration.

What do I need to know about JSM?

JSM, developed by Atlassian, is a powerful incident management tool designed to modernize how IT and business teams provide support and services. 

It extends beyond traditional help desk solutions by integrating IT operations and development teams, facilitating swift issue resolution, and delivering superior service experiences. 

Going beyond incident management as described in this article, here are a few essential things to know:

  1. Unified Platform: JSM provides a single platform that includes incident management, as well as request, problem, and change management. This integration promotes collaboration across teams, enhancing efficiency and agility.

  2. Service Request Management: JSM offers an intuitive, customizable portal for users to submit requests easily. The portal can be tailored to meet your organization's needs, ensuring a seamless experience for customers and service teams.

  3. Change Management: It simplifies the change management process with automated risk assessments, advanced approval workflows, and deep integrations with CI/CD tools. This functionality ensures that changes are implemented efficiently and with minimal risk to services.

  4. Insight and Improvement: JSM includes reporting and analytics tools that provide insights into service performance. Teams can identify trends, monitor service level agreements (SLAs), and implement improvements based on data-driven insights.

JSM stands out for its adaptability, user-friendly interface, and robust integration capabilities, making it an indispensable tool for teams aiming to deliver exceptional IT service and support.


Effective incident management is essential for organizations to:

  • Minimize downtime.

  • Maintain customer satisfaction.

  • Drive continuous improvement. 

JSM provides a comprehensive solution with its out-of-the-box features for:

  • Incident response.

  • Collaboration.

  • 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 designed to get your team into JSM without any guesswork, easing your selection from other incident management tools. 

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.

Frequently Asked Questions

Why is quick and accurate incident response important?

Rapid and precise response to incidents is crucial to minimize downtime, reduce financial losses, and maintain high customer satisfaction. It helps prevent delays in service restoration and reduces frustration for agents and customers.

How can JSM's self-service knowledge base and request forms benefit customers?

JSM's self-service options, including knowledge base articles and request forms, empower customers to resolve issues independently through smart search features. These options improve efficiency and customer satisfaction by providing quick access to relevant information and reporting tools.

What insights do agents gain from JSM regarding affected systems?

JSM offers agents valuable insights into affected systems, applications, and support teams by automatically populating data from Jira Assets. These insights help agents assess the incident's scope quickly and facilitate effective collaboration with relevant teams.

How does integrating Confluence runbooks into JSM assist agents?

Integrating Confluence runbooks provides agents with immediate access to step-by-step troubleshooting guides, communication plans, and information on known errors, enabling swift incident response and resolution.

How does JSM streamline the escalation process?

JSM streamlines escalation by allowing agents to flag major incidents, initiate conference calls, and create chat channels directly from the incident ticket, enabling real-time collaboration and rapid response.

Why are post-incident reviews important, and how does JSM support them?

Post-incident reviews are crucial for identifying root causes and preventing future incidents. JSM supports these reviews by facilitating the initiation of post-incident review tickets, enabling a proactive approach to learning and improvement.

How does JSM integrate problem management into incident management workflows?

JSM includes workflows and tools for a seamless transition from incident resolution to problem management, helping teams address underlying issues and reduce the recurrence of incidents through a holistic approach.

What advantage does collaborating across products and teams offer in JSM?

Collaboration across products and teams in JSM enhances service delivery and uptime by enabling seamless cooperation between development and IT operations, ensuring continuity and efficiency in service management.

How can organizations start their Journey to JSM with E7 Solutions?

Organizations can begin their Journey to JSM by engaging E7 Solutions for comprehensive packages that include strategic guidance, design workshops, implementation, and training, ensuring a smooth transition to JSM with expert support.