- JIRA SERVICE MANAGEMENT
Jira for delivery.
Confluence for docs.
Bitbucket for code.
And then a gap where service should be.
Gaps compound.
The service layer companies skip and later regret. Live in weeks.
Trundl. Atlassian Rovo specialists.
- The Gap Problem
Sound familiar?
Ticket tax.
Senior engineers closing tickets instead of shipping product.
Blind spots.
A board member asks for SLA data. There is none.
Fragmented ops
Three request systems. Three approval chains. Zero visibility.
Fragmented ops
Three request systems. Three approval chains. Zero visibility.
- Why JSM Wins
What changes
One platform
IT, HR, facilities, finance, legal. Same permissions. Same reporting. Same data residency.
Real SLAs
Response time. Resolution time. Queue depth. Dashboards for leads. Reports for executives.
Weeks, not months
The industry standard is six months. Rapid Deploy ships in weeks.
No dependency
Full documentation, runbooks, training. Your team runs it from day one.
- Our Engagements
Pick your starting point.
Every engagement is fixed scope and defined timeline.
JSM Implementation
- 3 - 6 weeks
You do not have JSM. You need it live.
JSM Implementation
Portal, workflows, SLAs, knowledge base, reporting. Production-ready before most partners finish discovery.
Deliverables:
Service portal with categorized request types. Workflow configuration per service type. SLA definitions and escalation rules. Automation rules for routing and approvals. Knowledge base structure with initial articles. Agent and admin training. Reporting dashboards. Full documentation and runbooks.
JSM Optimization
- 2 - 4 weeks
You have JSM. It is not delivering.
JSM Optimization
We audit what exists, rebuild what matters, retrain the teams. An instance that earns adoption instead of demanding it.
Deliverables:
Configuration audit with gap analysis. Workflow redesign. SLA recalibration. Automation rule cleanup. Portal UX improvements. Agent re-enablement sessions. Updated documentation and runbooks.
JSM Migration
- 4 - 8+ weeks
You are leaving ServiceNow, Zendesk, or another ITSM.
JSM Migration
Workflows rebuilt for JSM, not copied from the old system. Data migration, user migration, parallel-run validation.
Deliverables:
Source platform audit. Workflow redesign. Data migration with validation. User migration. Parallel-run period with rollback plan. Agent training. Reporting parity. Full documentation.
Enterprise Service Management
- 4 - 8 weeks
You need service management beyond IT.
Enterprise Service Management
HR, facilities, legal, finance, procurement. One service layer. One reporting system.
Deliverables:
Multi-department portal. Department-scoped workflows. Cross-department reporting. Knowledge base per department. Training for non-IT agents. Executive reporting.
- iN PRACTICE
What our clients say
#Healthcare Technology | #Dental Claims Processing
WHAT WE DID
Migrated DentalXChange from a decade of Atlassian Data Center to Atlassian Cloud
RESULT
When the engagement was considered closed there was really nothing left for us to have to worry about. Everybody just used it and loved it.
Scott Checkoway
Chief Information Officer, DentalXChange
Chief Information Officer, DentalXChange
#Acute Care | #Nonprofit Hospital
WHAT WE DID
Migrated DentalXChange from a decade of Atlassian Data Center to Atlassian Cloud
RESULT
The engagement focused on migrating from Cherwell to Jira Service Management (JSM) and setting up Confluence as an integrated knowledge base.
An Acute care hospital in Upland, California
- Get Started
A service desk that works. Start here.
Three questions.
One business day to respond.
One business day to respond.
- Also From Trundl
Related Atlassian services
Cloud
Migration
When the first step is getting off Server or Data Center.
Integrations
Salesforce. ServiceNow. Slack. Azure DevOps. The connections.
Managed
Services
Ongoing instance management, optimization, and support.
- FAQs
Common questions about
Jira Service Management
Common questions about Jira Service Management
Can't find your answer?
What is Jira Service Management?
Jira Service Management is Atlassian’s service operations platform. It handles IT service requests, incident management, change management, problem management, and asset management. It extends beyond IT to departments like HR, facilities, legal, and finance through Enterprise Service Management. JSM runs on Atlassian Cloud and integrates natively with Jira, Confluence, Opsgenie, and Atlassian Intelligence.
How quickly can we be live on JSM?
With Rapid Deploy methodology, a new JSM deployment is production-ready in weeks, not months. This includes portal design, workflow configuration, SLA setup, automation rules, knowledge base structure, agent training, and documentation. The industry average for comparable deployments is four to six months. The difference is methodology, not scope.
What is the difference between JSM and ServiceNow?
JSM is built into the Atlassian platform. If your engineering and product teams already use Jira and Confluence, JSM shares the same data model, permissions, and user experience. ServiceNow is a standalone platform with its own ecosystem. The trade-off is depth versus integration. ServiceNow has deeper ITSM modules out of the box. JSM has tighter integration with the tools engineering teams already use. For companies running Atlassian, JSM eliminates the gap between development and service operations without introducing a second platform.
Do we need to be on Atlassian Cloud before starting?
Yes. JSM runs on Atlassian Cloud. If you are currently on Server or Data Center, Trundl handles cloud migration as a prerequisite engagement before or alongside the JSM build. Migration timelines depend on instance size and complexity.
Can you fix a JSM instance someone else set up?
Yes. That is what the Optimization engagement covers. A configuration audit, workflow redesign for underperforming service types, SLA recalibration, automation rule cleanup, portal UX improvements, and agent re-enablement. Optimization engagements typically run two to four weeks and are scoped to the specific areas where adoption or performance has stalled.
Can JSM handle non-IT service requests?
Yes. Atlassian calls this Enterprise Service Management. JSM supports department-specific portals, workflows, and SLA frameworks for HR, facilities, legal, finance, procurement, and any other function that receives and fulfills internal requests. Each department gets its own service catalog and approval chains while sharing a common reporting layer.
What does a JSM implementation include?
Service portal design, workflow and automation configuration per service type, SLA definitions and escalation rules, Confluence-powered knowledge base, incident management with Opsgenie integration, change management workflows, asset management with discovery, reporting dashboards for team leads, IT management, and executives, virtual agent configuration with Atlassian Intelligence, agent and admin training, and full documentation with operational runbooks.
What does optimization cover?
A full configuration audit with gap analysis. Workflow redesign for underperforming service types. SLA recalibration against realistic baselines. Automation rule cleanup and rebuild. Portal UX improvements for self-service adoption. Agent re-enablement sessions. Updated documentation and runbooks. Scoped to the specific areas where adoption or performance has stalled.
What happens after Trundl hands off the instance?
Your team owns and operates the instance independently. The handoff includes full documentation, operational runbooks, and training for both administrators and agents. If you need ongoing support, Trundl offers managed service tiers for instance management, performance optimization, and incident response. These are optional.
How does JSM integrate with existing Atlassian tools?
JSM shares the same platform as Jira Software and Confluence. Issues, workflows, and permissions carry across products without middleware. Opsgenie handles incident alerting and on-call rotation. Confluence powers the knowledge base that drives ticket deflection. Bitbucket integration enables change management tied directly to deployments. If you are already on Atlassian, JSM is not a new tool. It is a new layer on the tools you already run.
What does a migration from ServiceNow or Zendesk involve?
Every migration includes a source platform audit, workflow redesign for JSM architecture, data migration with validation, user migration with access provisioning, and a parallel-run period. Workflows are rebuilt, not copied, because JSM architecture differs from ServiceNow and Zendesk at a fundamental level. Copying the old system logic into a new platform is the single most common reason migrations underperform.
Is JSM ITIL compliant?
JSM supports ITIL 4 practices out of the box, including incident management, problem management, change enablement, service request management, and knowledge management. Trundl configures these practices to match your operational maturity rather than forcing a framework your teams are not ready for. The goal is a service desk that works for your organization, not one that passes a certification audit nobody asked for.
How much does a JSM engagement cost?
Engagements are fixed-scope and priced before work begins. Implementation costs depend on number of service types, departments, and integration complexity. Optimization engagements are typically smaller in scope. No ongoing retainer is required unless you opt into managed services. Trundl provides a detailed scope and investment breakdown during the 30-minute scoping call.
Why use a partner instead of doing it in-house?
Most in-house JSM implementations take four to six months and stall at adoption. The platform is not the hard part. Workflow design, SLA architecture, automation logic, and change management are where implementations succeed or fail. Trundl has delivered [X] JSM deployments and applies patterns from that experience to compress timelines and avoid the configuration decisions that cause low adoption.