IT Service Management

Solution use case 01

Incident management

Ensure incidents are resolved quickly by setting up your teams with the right tools to take them on confidently.

Teams who trust us

Main benefits

Swarm incidents faster, establish clear service level agreements (SLAs) for different types of incidents, and optimize your incident management workflows.

Better insight into Jira issues

Track progress and keep team members in the loop with SLAs for linked issues and incidents across Jira Service Management and Jira Software.
Incident management

Incident swarming and escalation

Create dedicated Slack or Microsoft Teams channels to quickly swarm, escalate, and resolve issues.
Incident management

Post-mortem incident analysis

Collect details of an incident to measure impacts and prevent reoccurrence in an effective incident post-mortem.
Incident management

More benefits

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Added contextual visibility

Resolve incidents quicker and more efficiently with the relevant context.

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Related asset linkage

Connect related assets to incidents within Jira Service Management and Jira software to see affected services. 

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Canned response templates

Reply to reports of known incidents faster using canned response templates.

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Right people, right time

Automatically identify and invite the relevant people to incident discussions.

Supporting apps 02

Apps that enhance incident management


Slack Integration+

Integrate Jira Software with Slack or Microsoft Teams to give your employees an easy way to request development support. Integration+ offers a seamless two-way integration to simplify service request management and speed up resolution times.

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Time to SLA

Keep track of your service level agreements (SLAs) across teams in Jira Service Management and Jira Software with Time to SLA, the #1 SLA app in Jira helping you to fulfill more service requests on time.

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Assets and Inventory Plugin for Jira

Track the distribution, management, and servicing of physical assets (i.e., laptops, computers, and servers) and digital assets (i.e., software, application programs, and contracts) in both Jira Service Management and Software.

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Canned Responses Pro Templates for Jira

Spend less time on repetitive tasks and more time helping customers with dynamic templates for common tickets in Jira Service Management, bug reports, story points, feature requests, and other tasks in Jira Software.

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Collect details of an incident and reflect on why it happened, its impact, and what you should do to prevent it from happening again.

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This app is a HUGE time saver for us, a true must-have for a high-volume service and support team!

Shey G.

It solves a real problem regarding tracking SLAs across products (JSM and JSW). It just makes my life easier.

Tim A.

Resources & news 03


Access helpful content, from guides to webinars, podcasts, and more.

Explore other use cases

Let all great work flow