Atlassian launches IT service management products and adopts ServiceNow

• On Monday, Atlassian launched Jira Service Management, a new tool that allows developers to manage their entire software development process on one platform.
• In order to complete the platform, Atlassian will increase the functionality of its two major acquisition companies, Halp and Opsgenie.
• Atlassian has been investing heavily in IT service management and cloud, enabling it to compete with companies such as ServiceNow and Microsoft.
• Visit Business Insider’s homepage for more stories.

Australian software giant Atlassian launched a new product on Monday to help customers manage their entire software development process on one platform.

Cameron Deatsch, Atlassian’s chief revenue officer, said that the product called Jira Service Management is Atlassian’s biggest move to solve IT service management so far. The platform integrates all the company’s tools, allowing developers to track the progress of their software projects and report incidents on the same platform.

This product is an improvement of Atlassian’s previous IT service management Jira Service Desk, but it has additional functions for managing incident tickets and code changes, as well as machine learning-based technology that can automatically assign personnel to solve problems.

“When your development team is making changes all the time, when you want to solve problems, understanding how those changes are made and relating them to the customer experience is a very powerful tool,” Deatsch told Business Insider.

It also plans to add a feature called “session tickets,” which will allow developers to use Slack and other messaging applications to submit event tickets and get a response. In order to add this feature, Atlassian will rely on the technology of IT ticketing company Halp acquired in May.

Deatsch said: “We went to where the users were and allowed them to interact with the service management agent as soon as possible and solved their problems.”

Atlassian will also add scheduling and alerting features from the event management platform Opsgenie, which the company acquired in 2018 for $295 million.

Deatsch said: “It’s all about simplifying the experience we already have.” “We see IT teams using us a lot to provide a wider range of features.

Customers will still be able to use Opsgenie and Halp as standalone products. In the end, Jira Service Management can compete with mature products of other software giants such as ServiceNow and Microsoft’s System Center Service Manager. Deatsch said Atlassian’s products are equally applicable to the smallest and largest companies in the world.

Deatsch said: “We try to make the product wide-ranging and easy to use.” “We can handle thousands of customers. When the biggest customer knocks on the door, we can solve the customer’s needs. Small companies and large companies have enterprise-level Ability.”

Deatsch said Atlassian decided to launch the product after seeing the continued growth of Jira Service Desk over the past five years, and continues to meet the functional requirements of customers who are eager to get rid of the old technology and use a platform throughout the development process.

In the past few years, Atlassian has invested heavily in IT service management. In addition to Opsgenie and Halp, Atlassian has also acquired IT service management startups Mindville and Automation for Jira, and has been prioritizing its cloud products-leading to the announcement last month that it would stop selling its server product line in February.

read more: The $47 billion Atlassian co-CEO explained why it plans to stop selling its server product line from February: “The cloud is the natural future.”

Deatsch said: “Today’s companies are using a tool and then using Atlassian products to do all the work.” “We are building it into a unified experience. This provides these teams with greater transparency and accountability.”

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