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Jira Service Management

Jira Service Management – IT service management and customer service

Unleash the full potential of high-velocity teams with Jira Service Management. Enable dev, IT ops, and business teams to collaborate at high speed. Respond quickly to change and deliver world-class service to your customers and employees.

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From IT to HR and CSM: JSM Evolves at Atlassian Team '25

Atlassian continues to solidify its position as a leader in IT Service Management (ITSM), with Gartner recently naming Jira Service Management (JSM) a Leader in the 2023 Magic Quadrant. At Team '25, Atlassian showcased how it’s not only expanding what ...

IT support
Engineering
Employees
IT Ops
Customers

IT support

IT support

IT support

Spin up a service desk with ease
Manage all your requests in one place
Automate support interactions with AI

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Engineering

Engineering

Engineering support

Triage your unplanned work
Manage customer requests
Link requests to Jira issues

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Employees

Employees

Employee support

Ensure anyone can get help quickly
Empower employees with self-service
Deflect requests and save time with an AI-powered Virtual Service Agent

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IT Ops

IT Ops

IT operations

Automate change requests
Deploy with confidence
Detect, resolve, and prevent incidents with AI

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Customers

Customers

Customer service

Customize your help center
Automate repetitive tasks
Link requests to Jira issues

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ITSM

Manage requests, incidents and changes to deliver great service at lightning speed.

Customer service

Improve the quality of service for external customers and speed up its delivery.

Human resources

Simplify your hiring and firing management and speed up respond to employee requests.

115 hours

saved monthly for IT Ops*

15% decrease

in resolution time*

$2M saved

by retiring legacy solutions*

"Our goal as the Collaborative Tool Solutions Team Schaeffler is to shape the collaboration of teams, projects and organisational units at Schaeffler with a future-oriented approach by using the Atlassian toolchain in conjunction with agile frameworks. With the support of catworkx, we are able to use our full potential as a team and develop innovative solutions for this goal."

Tina Weber
Product Owner – Collaborative Tool Solutions

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"Thanks to the customised ITSM solution from catworkx, we were able to optimise our service processes, reduce downtime and significantly increase the efficiency of our IT team. The professional advice and in-depth Atlassian expertise of catworkx have taken our IT service management to a new level."

Marc Hoffmüller
Digital Department Administrative Digitisation Service

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"A big praise for TIMETOACT for the flexibility and constructive solution finding, especially with regard to the change from data center to cloud."

Ulrich Ohlwein
Business Architect

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"catworkx was able to convince us with its services. The catworkx employees are competent, responsive to our requirements and responsive. The consulting, workshops and training provided by catworkx have supported us a lot in implementing specific tasks – for example, the connections to other systems."

Torsten Macht
System Engineer – Applications

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"It is extremely impressive how fit TIMETOACT is in terms of technical implementation. We had the feeling that we were very well looked after, as the consultants knew exactly what they were doing. We could rely on everything being built and implemented properly at all times."

Tina Wichmann
Team Lead Application Management

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"The Atlassian Suite is developing rapidly in the cloud, and in retrospect, the quick switch from our on-premises solution to the cloud was exactly the right decision. Today, we benefit from the high standards and flexibility that this modern environment offers us."

Reto Hossmann
Head Global ICT

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"catworkx actively approached us about the upcoming license renewal and determined our needs. An attractive offer was prepared in a very short time. Concerns and technical dependencies were resolved thanks to catworkx expertise. We are happy to have catworkx as a reliable partner at our side!"

Markus Wolf
Teamlead Client Infrastructure - IT

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"We have now mapped 95 percent of the requirements that we had implemented in the server world in the cloud. At the same time, a whole range of new features and functions are now available to us. For example, there is a corresponding replacement in the cloud for almost every on-prem application. There are no more server failures and troubleshooting has improved significantly."

Johannes Nazarov

Johannes Nazarov
Application Manager

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"It was very important to us that it was not only technically, but above all humanly, a good fit – because people do business, not machines. So our positive experiences in the past made it easy for us to rely on the experts at catworkx."

Slawomir Jelonek

Slawomir Jelonek
IT-Procurement

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"We have had very good experiences at JKU with the link between the Jira Service Desk service portal and the knowledge base – its efficient use pays off: the customer looks at the service portal during their search, enters their search term and immediately receives suitable articles from the knowledge base. Ideally, this will already answer their questions – if not, they can submit the request using a form."

Monika Straif
Head of the IT Service Desk

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"With our GDPR solution, we have consistently used Jira and Confluence in such a way that the two tools bring the greatest added value for the user in a simple way. With our experience, we were able to put together a solution within four weeks that can hold a candle to even large special solutions."

Oliver Groht
Co-Founder

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Sarah Antrop

Atlassian Products, Licensing, Consulting

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From IT to HR and CSM: JSM Evolves at Atlassian Team '25

Atlassian continues to solidify its position as a leader in IT Service Management (ITSM), with Gartner recently naming Jira Service Management (JSM) a Leader in the 2023 Magic Quadrant. At Team '25, Atlassian showcased how it’s not only expanding what service management means—but also reimagining ...

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Join Atlassian Webinar: The Total Economic Impact of JSM & AI

Introduction: Unlock ITSM Transformation with Atlassian and catworkx As an Atlassian Platinum Solution Partner, catworkx is pleased to offer you the opportunity to watch our on-demand webinar "The Total Economic Impact™ of Jira Service Management + AI webinar" on January 29th, 2025. In this ...