IT Service Management with Jira Service Desk

Streamline work processes and improve workflow

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Reduce your operational overhead costs

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Improve MTTR

Core ITSM processes out of the box
Jira Service Desk application screenshot
Core ITSM processes out of the box

Jira Service Desk comes with incident, problem and change management ready to go with minimal configuration so your service desk could be up and running in minutes. Integration into your software engineering backlogs reduces friction between teams, allowing them to swarm on incidents and reduce resolution times.


Self-service customer portal
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Self-service customer portal

Your agents can document knowledge articles, known errors and FAQs via the user-friendly portal, enabling users to solve their issues, while reducing the cost of service and improving customer satisfaction.

Automate repetitive tasks
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Automate repetitive tasks

Free up your teams to enable increased levels of self-service for your customers by reducing the number of manual repeatable tasks and creating automated approvals and service requests.

Configuration Management Database (CMDB)
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Configuration Management Database (CMDB)

Insight, the Jira add-on, models all assets within your organisation, helping to know what there is, who is using it and what configuration is being used.

Monitor service level agreements (SLAs)
Screenshots of Jira Service Desk SLA monitoring app.
Monitor service level agreements (SLAs)

Monitor performance against your service delivery metrics and customer commitments. Keep on top of work queues and create SLAs and customised metrics for each client with Jira Service Desk's easily configurable SLA capability and smart dashboard.

Always keep your customers informed
Screenshot of Jira Service Desk application status page
Always keep your customers informed

Provide customers with a single Statuspage, displaying the status of your services and information about any incidents, downtime or scheduled maintenance. Statuspage is hosted outside your infrastructure, so it is always available, even during an outage.

Do you need on-going consultancy advice and support to administer your Atlassian tools?

Find out how our Support Hub can free up internal resource to help your business grow.

The Catapult difference...

Our people

We are Agile and DevOps practitioners with experience in building products

Trusted by clients

We've successfully helped a range of clients across different industry sectors

An approach that works

Our proven approach implements the solutions and embeds practices into your organisation