ITSM One
ITSM-ready, custom service desk built around Jira Service Management.
ITSM One builds on the Jira Service Management foundation, extending it with pre-configured tools, additional functionalities, and expert support.
ITSM One features
What do you get out of the box with ITSM One?
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Service catalog and customer portal
- Clear list of available services
ITSM One’s self-service portal guides users through the possibilities of assistance. It groups related services with context-specific request forms for faster, more accurate submissions.
- Pre-configured JSM project
You get a Jira Service Management instance with ITIL-certified workflows and templates tailored to your teams’ daily work, eliminating manual setup.
- Branded customer portal
Users benefit from a customizable, company-themed portal that comes with best-practice layouts and simple theming. You can also create additional portals or advanced forms as needed.
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IT support automations, workflows, and custom fields
- Built-in automation rules in Jira Service Management
Automation rules cover the repetitive work: assigning tickets, notifying users of new requests or incidents, escalating SLAs, and creating issues when specific conditions are met.
- Clear workflows for ITSM processes
Each process in ITSM One (incidents, requests, changes) follows an ITIL-aligned workflow, minimizing guesswork and ensuring every ticket moves through the right steps.
- Flexible custom fields on request forms
Requests come pre-populated with key fields you can adjust. Thanks to this, you can be sure agents can capture the right data up front each time. It reduces time spent on back-and-forth communication.
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Incident and service request management
- Customizable request forms
With flexible forms in ITSM One, you can use up to 40 custom fields to collect precise information on the first try.
- No-disruption incident handling
Each process in ITSM One (incidents, requests, changes) follows an ITIL-aligned workflow, minimizing guesswork and ensuring every ticket moves through the right steps.
- Prioritization and real-time alerts
Defined priority schemas and SLA metrics trigger notifications and escalations so teams can act on critical issues immediately.
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Problem management and secured growth
- Structured root-cause analysis
Your team can link incidents to underlying problems to address true causes, making sure once resolved issues won’t return.
- Integration with development tools
The platform connects Jira Service Management to Jira Software, Bitbucket, and CI/CD pipelines to track root causes and code changes in a single place.
- Security for growing organizations
ITSM One gives you secure, compliant problem management. The solution scales with your team, providing you with an optional vulnerability scan and compliance steps.
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Change management support
- Change management tools
ITSM One allows you to customize workflows in Jira to automate assignments, reviews, and risk assessments, making sure your team can implement changes with minimal disruption to end users.
- Automated approvals and routing
You can use approval steps and routing rules to automatically assign tasks to the right people based on priority and roles.
- Service dependency mapping
Transparent mapping links changes and incidents to CMDB assets so you can visualize and assess impact before implementing changes.
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Smart knowledge management
- Knowledge base integration
You can display related Confluence articles during request submission, letting users solve common issues themselves without opening tickets.
- Internal comments in tickets
Teams collaborate in line by adding private comments to tickets, keeping communication clear and documented.
- Shared queues across teams
Shared ticket queues expose related requests so teams spot patterns and reuse solutions rather than starting from scratch each time a specific issue occurs.
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Slack to ticket conversion
- Messages to ticket conversion
Messages automatically become tickets in Jira Service Management, so requests show up right where agents need them.
- Conversational ticketing
ITSM One allows for integration with Slack or Teams so updates flow directly into chat channels.
- Outgoing templates
Authentic notification templates ensure branded communication that end users actually want to read.
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SLA management and dashboards
- SLAs and OLAs tracking
Real-time monitoring of SLAs/OLAs with Jira timers, escalation rules, and calendars keeps your team ahead of breaches.
- Actionable, real-time reporting
Pre-configured reports track metrics, like MTTR, ticket trends, and change success rates, so teams can act before issues escalate.
- Clear and extensive dashboards
Role-based dashboards show SLA performance, change calendars, and CSAT scores at a glance for all involved stakeholders.
Integrate Jira Service Management with Jira Software and tools like Slack or Opsgenie. Allow teams to respond on time and deliver results with confidence. Perfect for DevOps-driven organizations.
Already using Jira Service Management? You might not be using it to its full potential. Add missing processes, roll out powerful features like asset tracking, and align with best practices through expert assessments and continuous improvements.
Ditch emails, spreadsheets, or outdated tools and launch a working service desk in days, not months. This is an ideal choice for teams under time pressure or facing contract deadlines.
Migrate your IT services to Atlassian Cloud with a setup that’s ready for governance and compliance. Perfect for long-term strategies in regulated industries. Get structured processes aligned to ITIL from day one.
Resolving incidents, changes, and problems follows clear steps with built-in workflows. Pre-configured automations mean fewer mistakes and no chasing down approvals or updates.
If your team has Jira but not the know-how to configure it for service management, ITSM One delivers a ready-to-use setup based on best practices. You get a solid foundation without the risk.
You can trust us
Go for long-term success with ITSM One post-implementation support
Setting up ITSM One is just the beginning. With post-implementation support, you also gain a dedicated partner committed to optimizing your IT service management for the long run.
Timely responses to technical issues minimize disruptions to your IT operations.
Help with workflow updates, SLAs, or integrations as your project’s needs evolve.
Recommendations to guarantee your ITSM processes align with industry standards.
Regular check-ins on your Jira Service Management setup help catch and fix issues quickly.
Customized workflow adjustments and automation optimize speed and reliability.
Support for scaling your ITSM setup safely as your organization expands or changes.
Regular system updates to maintain data security and prevent vulnerabilities.
Tools and processes that help ensure your team stays on track with ITIL guidelines.
Complete records of activities within your ITSM system.
Detailed review of your current workflows to identify bottlenecks and possible inefficiencies.
Implementing new configurations or tools to meet changing requirements.
Assistance with connecting ITSM One to other platforms your teams use, such as CMDBs or DevOps tools.
Get in touch with itsm expert
Let’s discuss implementing ITSM One solution at your company
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
Sara Binerowska
Senior Account Executive | Atlassian Services
Our consultant is at your disposal from 9 AM to 5 PM CET working days from Monday to Friday for any additional questions.