Jira Service Management
Portals, SLAs and queues with knowledge and automation for faster resolution.
Typical scope
- Request types, forms and ownership model.
- SLAs, triage queues, approvals and change models.
- Knowledge base in Confluence + virtual agent options.
- Automation for intake, routing and data hygiene.
What you get
- Shorter time to resolution; clearer accountability.
- Self‑service via knowledge and virtual agent deflection.
- Better MI across services and channels.
- Reduced toil through automation and guardrails.
Plus
- Mail‑handler patterns for clean email ingestion.
- Incident & problem flows with post‑incident reviews.
- Assets/CMDB integration for service maps and impact.
- Service catalogue and request lifecycle design.
Examples & outcomes
Home OfficeEnterprise JSM rolloutRequest types, SLAs and queues aligned to operations; instance consolidation.
OcadoMultilingual portalBespoke translation flows with clear customer experience.
Bank of IrelandCampaign service deskPortal + automation for change requests and MI.