Jira Service Management
Jira was originally designed to be a tool to help developers track software bugs, and, over time, it evolved into a general-purpose, task-tracking tool that can be used by all organizations, thanks to its flexibility and extensibility. For this reason, many organizations started to use Jira as a service desk tool by leveraging its powerful workflow feature, and this has gained tremendous popularity. Recognizing this unique use case and its potential, a new product called Jira Service Management, from Atlassian, was born. Jira Service Management is a purpose-built solution that sits on top of the Jira platform, transforming it into a fully-fledged service desk solution with unique capabilities.
In this chapter, we will cover the following topics:
- Introducing Jira Service Management
- Installing Jira Service Management
- Getting started with Jira Service Management
- Service desk user types
- Issue types and request types
- Service-level agreements...
