Jira Service Management
A service desk for IT, HR and facilities in one tool, set up by Atlassian-certified ITSM specialists.
A good service desk
People send a request through a portal or by email and get an answer from the knowledge base first. What still needs a person lands in the right queue, with a priority, an SLA clock and an owner. Approvals go to managers in one click. Reports show where time goes.
Jira Service Management does all of this out of the box. The work is in the configuration: the request types, the fields people actually fill in, the SLAs that match your real promises, and the automation that removes manual steps.
What we set up
TeamBit holds the Atlassian IT Service Management specialisation, which Atlassian grants after a technical review of delivered projects.
- Request types, forms and portals for IT, HR, finance and facilities, each with its own look and queues
- SLAs, priorities and escalation that match the service levels you have promised
- Approvals and change management for standard, normal and emergency changes
- A Confluence knowledge base linked to the portal, so articles are suggested as people type
- Automation: assignment, reminders, closing stale requests, linking incidents to problems
- Asset and configuration data in JSM Assets, and alerting for on-call teams
- Integration with Slack, Microsoft Teams, Active Directory and your monitoring tools
- Training for agents and for the people who manage the queues
Who it suits
Companies from about 50 to several thousand employees whose IT or shared-services team answers requests by email today. We also replace older desks such as OTRS, Freshdesk, ServiceNow Express or custom intranet forms, and keep the history where it is worth keeping.
Questions we get asked
How long does a Jira Service Management setup take?
A single IT desk with a portal, queues, SLAs and a knowledge base typically takes a few weeks from the first workshop to agents working in it. Several departments, asset management or a migration from another tool take longer; we scope it after the first call.
Do our customers need a Jira licence to send requests?
No. People who send requests through the portal or by email are customers and are free. Only agents who work the queues need a paid seat.
Can non-IT departments use the same instance?
Yes. Each department gets its own project, portal and queues, with its own agents and permissions, while the organisation keeps one tool, one knowledge base and one set of reports.
Do you also support the desk after it is live?
Yes. Most clients keep a support agreement with us for changes, new request types and admin questions, so their own team does not need a full-time Jira administrator.
Talk to a certified admin
Tell us what you run and where it hurts. One call tells you what we would do first.