JIRA Service Management 

JIRA service Management provides ITIL-certified incident, problem, change, and service management customizable templates. Your teams can create change requests without complex approvals, leverage out-of-the-box workflows and automations, and link incidents to problems in one click. 

TeleAce as an Atlassian Partner, offers Managed services using Jira Service Management for ticketing, tracking issues with customized workflow based on customers' requirements. Integrate Jira service management with insight (asset management) and linked to other departmental service desk like HR,  Legal, sales and etc. This will help customers to collaborate easily with other department, track their issues and assets on the dashboard.

TeleAce Design

 Customized workflows with automations and map to the relevant status.

 Self-servicing portal to log cases with knowledge based articles which helps customers to resolve issues which             they don't require any admin rights.

 Customized change request with complex approvals with automated email alerts

Why JIRA Service Management?

JIRA Service Management

Legacy ITSM Tools


Adapts to your needs: Software so flexible, that it supports any resolution, escalation, or change process your IT Teams might dream up. Start with ITIL best practices out-of-the-box and adapt your service management processes with ease to fit the way your teams work. Customize service delivery to your organization’s specific requirements with our advanced ecosystem of integrations and marketplace apps.


Heavy and rigid with no ability to customize, which makes them challenging to adapt to the needs of IT teams.

Clean, intuitive self-service portal that makes it easy to request help, search knowledge bases and track progress on issues. Confluence integrates with Jira Service Desk to provide a powerful knowledge base so you can help your customers help themselves to deflect requests, and HipChat allows IT team to be much more collaborative and effective in communication.

Self-service is deficient or non-existent because traditional ITSM solutions make it difficult to deploy and manage, and end users don’t like to use them because they are not intuitive

It’s the most collaborative service desk on the market. Integrates with JIRA Software.

Not integrated with the software developers tools so IT teams lack the ability to coordinate with dev teams, can’t link support issues with the dev backlog and have no visibility when issues are escalated.

Extend JIRA Service Management with integration: An extensive market place of 1000+ trusted applications & integrations ensures Jira service Management can be custom fit for any use case.



Frequently Asked Questions

What is ITIL?

ITIL is a framework that offers a template for modern IT organizations to implement ITSM effectively and start delivering more value to their organizations through effective and efficient service life cycle management for all IT services.

"The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT servcie providers through an appropriate mix of people, process and information technology"

"A set of specialized organizational capabilities for providing value to customers in the form of services" - ITIL 2011 glossory

IT Service Management is a professional discipline that encompasses all of the activities and duties involved in designing, creating, delivering, and supporting the lifecycle for IT servies within an organization.