Jira incident management implementation with an Atlassian Platinum Solution Partner

We design and implement end-to-end incident workflows, alerts and communication using Jira Service Management and Opsgenie. Get a tested incident model, built in Jira Service Management and Opsgenie, tailored to your teams.

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You can trust our experts

Incident management implementation backed by certifications

Recognition and expertise:
Double Platinum Partner (Solution and Marketplace)
Finalist for Atlassian Partner of the Year 2024–2025 (Emerging Markets)
Extensive experience with Jira, Confluence, Jira Service Management, and Assets
50+ Atlassian-certified professionals across all key products
Comprehensive support ecosystem:
Full-service offering covering audits, licensing, implementations, migrations, integrations, and custom app development
22,500+ app installations on the Atlassian Marketplace
More than 11 million end users supported globally

jira Incident management tasks we can help you with

Typical incident scenarios we handle

Set up incident queues and SLAs in Jira Service Management
Configure request types, queues, priorities (Sev1–Sev4), and SLAs that match how your teams actually work.
Add rules for routing, escalations and breach alerts so urgent work never gets stuck or lost.
Implement on-call schedules and escalations in Opsgenie
Design on-call rotations, escalation policies and overrides for each team and time zone.
Connect Opsgenie to Jira Service Management so alerts create incidents with full context and ownership.
Standardize incident communication and stakeholder updates
Set up templates for internal and external updates, including timelines and impact summaries.
Integrate Statuspage and Slack/Teams so key stakeholders see clear, consistent updates in real time.
Automate incident creation from monitoring and alerting tools
Connect tools like CloudWatch, Datadog, Prometheus, or New Relic to Opsgenie and Jira Service Management.
Map alert rules to services and priorities so the right type of incident is created automatically.
Create repeatable post-incident review workflows in Confluence
Build standard post-incident report templates with fields for root cause, impact, and follow-up actions.
Link Confluence pages to Jira incidents, problems and changes so lessons learned stay connected to work.
Link incidents to problems, changes and assets
Configure Jira Service Management to track relationships between incidents, known errors, changes and CMDB/Assets.
Use these links to spot patterns, reduce repeat incidents, and support better change decisions.

The value our clients confirm

What you get from our Jira incident management implementation

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Faster response and resolution times

Clear owners, SLAs and on-call paths reduce time spent figuring out who is handling an issue. Standard workflows help teams move from detection to fix without re-inventing the process each time.
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Less noise, fewer missed critical alerts

Tuned alert rules and deduplication reduce non-critical noise for on-call engineers. Smart routing and escalations help ensure real Sev1/Sev2 incidents are never ignored.
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Consistent, traceable incident records

Every incident has a single record in Jira Service Management with linked chats, changes and notes. This creates a reliable history for audits, trend analysis and training new team members.
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Predictable communication during outages

Pre-defined templates and channels reduce random emails and ad-hoc status messages. Stakeholders know where to look for updates, which cuts down on “any news?” messages.
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Stronger compliance and audit readiness

Documented workflows, approvals and reviews make it easier to show how incidents are handled. Structured data and links support internal audits and external standards you may need to meet.
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Foundation for SRE and reliability metrics

Clean incident data supports MTTR, MTTD, incident-by-service and other key reliability metrics. These metrics help you spot problem areas and justify future reliability investments.
How we run our service
Our Jira incident implementation process
Discover & assess
  • Run workshops and review your current tools, incident examples and pain points across teams.
  • Agree on goals, constraints and scope so we know what “good” incident management looks like for you.
Design the incident model
  • Define priorities, SLAs, roles, communication paths and how tickets move across teams and tools.
  • Document a simple, visual incident flow that your stakeholders can review and approve.
Configure & integrate Atlassian tools
  • Build Jira Service Management projects, Opsgenie schedules, Statuspage setup and Confluence templates.
  • Connect monitoring, chat and other key systems so incidents and alerts stay in sync.
Pilot & tune with real incidents
  • Roll out the new process to a pilot team or service and support them during early incidents.
  • Adjust queues, rules and templates based on real feedback and data from the pilot.
Rollout, train & hand over
  • Extend the setup to all agreed teams, services and regions using a structured rollout plan.
  • Deliver training, admin handover and documentation so your team can run and adjust the system.
(Optional): Ongoing optimization & support
  • Review incident data and feedback on a regular schedule to spot gaps and improvement areas.
  • Update workflows, rules and integrations as your organisation, services and tools change.

Contact us about Jira incident management

Start your incident management implementation with a scoping call

Book a consultation

We will reply in 24 hours with detailed information. Our expert will invite you for a meeting (or e-mail you) to determine the exact scope of your needs.

Call our consultant

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Katarzyna Dorosz-Żurkowska

Head of Atlassian Services

Our consultant is at your disposal for any additional questions.

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FAQ about incident management in Jira

  • What do we need to prepare before the implementation starts?

    You don’t need full documentation.
    The essentials are:

    • examples of recent incidents (Sev1–Sev4)

    • list of teams involved in incident response

    • current tools (monitoring, chat, paging)

    • existing SLAs and escalation expectations

    We collect the rest during workshops.

  • Can you adapt the incident model to how our teams already work?

    Yes. We do not push a generic framework.
    We design priorities, SLAs, routing rules and communication paths based on your structure, tooling and risk profile. This includes hybrid setups where not every team uses the same workflow.

  • Do you implement both Jira Service Management and Opsgenie?

    Yes. We configure:

    • Jira Service Management projects, queues, SLAs, priorities

    • Opsgenie on-call schedules, escalation policies and overrides

    • alert-to-incident creation

    • integrations with Slack/Teams, Statuspage, monitoring tools

    Both tools are implemented as one workflow, not two disconnected systems.

  • Can you integrate our monitoring and alerting tools?

    Yes. We commonly integrate Datadog, New Relic, Prometheus, Grafana, CloudWatch, Zabbix and others. Alerts can automatically create incidents with correct priority, service mapping and context.

  • Can this work in regulated environments (finance, insurance, healthcare)?

    Yes.
    We design workflows and documentation aligned with internal controls and regulatory requirements (audit trails, approvals, ownership, status history, evidence retention). All changes follow your compliance, security and data governance rules.

  • Can you help us reduce noise and false alerts?

    Yes. This is a core part of the implementation.
    We tune alert rules, severities, deduplication, routing and escalation paths so teams only see incidents that require action.

  • Can you link incidents to problems, changes and assets?

    Yes. We configure relationships between incidents, known errors, changes and CMDB/Assets so you can trace root causes, justify changes, and reduce repeat incidents.

  • Do you have security/compliance documentation we can use for vendor due diligence (audits, certifications, privacy)?

    Yes. Deviniti’s Trust Center provides downloadable security and compliance documentation for vendor due diligence, including:

    • ISO/IEC 27001 certificate (ISMS)
    • ISO/IEC 27017 certificate (cloud security controls guidance)
    • SOC 2 Type 1 report
    • Privacy & Security Overview
    • CAIQ Lite – Apps (Cloud Security Alliance questionnaire)
    • Cloud Hosting Locations & Data Residency Options
    • Information Security Policy (AUP)

    For GDPR due diligence, Deviniti provides a Data Processing Agreement (DPA) under GDPR Article 28. As a general rule, personal data processing takes place within the EU/EEA. Where international transfers are necessary, Deviniti uses lawful transfer mechanisms (e.g., EU adequacy decisions and Standard Contractual Clauses) with additional safeguards. For products that support it, you can also choose service delivery exclusively via infrastructure located in the EEA.