IT service management - often referred to as ITSM - is simply how IT teams manage the end-to-end delivery of IT services to customers.

This includes all the processes and activities to design, create, deliver, and support IT services. 

The core concept of ITSM is the belief that IT should be delivered as a service. A typical ITSM scenario could involve asking for new hardware like a laptop or request access for a business application.

You would submit your request through a portal, filling out a ticket with all relevant information, and kicking off a repeatable workflow.

Then, the ticket would land in the IT team’s queue, where incoming requests are sorted and addressed according to importance.


ITSM vs ITIL vs DevOps

IT teams leverage a variety of frameworks to guide their work. The most common ones we hear about are ITSM and DevOps, though there are numerous other concepts, like COBIT, SIAM, IT4IT, lean, and the list continues...

So what abbreviations do you need to know? Here we’ll cover two of the most influential frameworks for modern IT teams-- ITSM and DevOps-- along with a common approach to ITSM


IT Service Management is simply how IT teams manage the delivery of IT services to customers. A team’s approach to ITSM can be structured to align with ITIL practices and influenced by DevOps concepts. 


ITIL is the most widely accepted approach to ITSM. ITIL focuses on practices for aligning IT services with business needs. ITIL can help organizations adapt to ongoing transformation and scale. ITIL 4, the recent update to ITIL standards, represents a paradigm shift for IT teams. It guides teams to a holistic, business and customer-value frame of reference, and encourages a more flexible approach based on how your team works.


DevOps emphasizes accelerated IT service delivery enabled by agile and lean practices. DevOps improves collaboration between development and IT operations teams, so organizations can build, test, and release software faster and more reliably. The promised benefits include increased trust, faster software releases, and the ability to solve critical issues quickly, and better management of unplanned work.


Meet Jira Service Management

Jira Service Management is an ITSM solution built on Jira to help IT operations and development teams collaborate at high velocity. It empowers teams to respond to business changes rapidly and deliver great customer and employee service experiences.

Jira Service Management empowers Dev and Ops teams to collaborate at high-velocity, so they can respond to business changes and deliver great customer and employee service experiences fast.


High-velocity service management

Deliver value fast

Tune Jira Service Management to meet your unique needs. Empower every team, from IT to HR to legal, to set up a service desk quickly and continuously adapt at scale. Deliver great service experiences fast - without the complexity of traditional ITSM solutions.

Make work visible

Track work across the enterprise through an open, collaborative platform. Link issues across Jira and ingest data from other software development tools, so your IT support and operations teams have richer contextual information to rapidly respond to requests, incidents, and changes.

Connect Dev and Ops

Deliver more customer impact while managing risk. Accelerate critical development work, eliminate toil, and deploy changes with ease, with a complete audit trail for every change.

Teams across the world rely on Jira Service Management

Your point of contact:

Torsten Abert

Atlassian Consultant

Torsten Abert
Jira Service Managent, ITIL, DevOps

Atlassian Enterprise Platinum Solution Partner

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