Jira Service Management

Jira Service Management (JSM) is a comprehensive service management platform designed for IT and business teams to manage service requests (incidents and changes) and projects while enabling the resolution of client and employee issues through a centralized support portal that enables communication via email, chat, and web forms.

While JSM is the foundation that powers the Appalachian Technology Service Desk (ATSD), it is a flexible solution that can be used by any department across the university.

JSM is used to

• organize and track the real-time status of all support requests

• centralize communication between requesters and support teams

• prioritize, investigate, and resolve issues efficiently

• providing visibility into service performance and support trends