How To Use Jira Service Management

Jira Service Management, created by Atlassian, is an advanced software for tracking issues and managing projects, specifically designed to improve efficiency in IT service operations. This guide will walk you through the fundamental steps of effectively utilizing Jira Service Management.

Getting Started With Jira Service Management

To start with, you’ll need to have a Jira Service Management subscription. Navigate to the Atlassian website, pick the appropriate plan and follow the steps to set up your account. Upon setting up, you’ll be directed to your personalized Jira Service Management portal.

Creating a Project

The first step in using Jira Service Management is to create a project. To do this, click on the “+” icon in the sidebar and select “Project”.

Remember to fill out the necessary fields such as project name, project lead, and default assignee. Once you’re done, click on “Create” button.

Creating Issues

Issues represent tasks, requirements, bug reports, or other types of work items in your project. To create an issue, go to your project and click on the “Create” button. Fill in the necessary details in the form such as summary, description, issue type, priority, and assignee, then click on “Create”.

Using the Workflow

The workflow in Jira Service Management is a set of statuses and transitions that an issue goes through during its lifecycle. You can customize your workflows based on your team’s needs. To access the workflow, go to your project settings and select “Workflows”.

Creating and Using Service Desk

With Jira Service Management, you can create a service desk for handling customer support tickets. To do this, navigate to “Projects”, select “Create project” then choose “Service Desk”. Customize the service desk by adding request types, SLAs, and queues.

Integrating With Other Tools

You can integrate Jira Service Management with other tools for more functionality. For example, you can integrate with Confluence to create a knowledge base, or with Opsgenie for incident management.


Jira Service Management is a robust tool that can significantly enhance your project management and IT service processes. By understanding how to create projects, issues, and leverage the power of workflows and integrated tools, you can make the most out of this platform.