Jira Service Management will replace Jira Service Desk Cloud in the next three weeks and provide automatic updates for cloud customers. The new product further integrates Opsgenie’s event management functions, and cloud customers do not need to pay extra. It also extends the automated risk assessment and change management workflow.
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In addition, Atlassian also revealed plans to add asset and configuration management functions to future versions of Jira Service Management. This involves integrating the know-how of Swedish publisher Mindville Insight acquired in July last year. Analysts said that this move will mark Atlassian’s first serious entry into the configuration management database, and ServiceNow is the leader in this area.
Forrester Research analyst Charles Betz, who tracks enterprise service management (ESM), said: “This is a great move that can give them an advantage in the enterprise IT service management market.”), categories include ITSM products. “Forrester Wave 2019 ESM Product Report” describes Atlassian’s Jira service desk as “high-performance”, but calls ServiceNow “a major player in large enterprises.”
Configuration management databases have a reputation for being difficult to manage, but “Whether it is CMDB or other repositories, you need data management to keep up with the development of services, support teams and major configuration items. The only thing worse than having CMDB is not having CMDB.
Although ServiceNow retains its leadership position, “it is wise to maintain Atlassian’s position because Atlassian has market share in developers,” Charles Betz suggested.
Atlassian hopes to follow DevOps trends through its ITSM products
Although Atlassian plans to stop selling its server licenses in 2021 and end support for these products in 2024, the server and data center versions of Jira Service Management will be available in the coming weeks.
However, a strong (only?) focus on the strategic direction of the cloud is still valid. The proof of this is that, according to Atlassian’s FAQ, Jira Service Desk Cloud customers will get Opsgenie features in the free plan, such as major incident management, while local customers must purchase Opsgenie licenses separately. The publisher noted that 25,000 customers used Jira Service Desk Cloud. Atlassian officials said that although the highest level of volume discounts for Jira Service Desk Cloud Standard and Premium licenses will drop slightly, the vast majority of Jira Service Desk Cloud customers will receive Jira Service Management without price increases. They did not specify how much.
Charles Betz believes that the fact that Atlassian ITSM focuses on developers will be a large part of the difference between it and the existing vendors of local ITSM products that must adapt to DevOps trends.
Newly created event management editors were launched, including Opsgenie, Splunk’s VictorOps, PagerDuty, and xMatters, partly due to the upset of traditional ITIL’s perceived failure to handle serious incidents, which was considered too slow and stuck. Forrester (Forrester) analysts once again said about the procedures for handling tickets.
He said: “Through these next-generation event management editors, methods from other fields, such as police, fire and forestry services, have emerged in the ITSM world.” -He.
Incident management becomes more agile
Nowadays, with the proliferation of ESM products, modern incident management practices are constantly evolving. ESM products can provide legal teams, facility operators, human resources and other non-IT teams with support and response to IT incidents. computer science.
The analyst insists: “An event is an event. They are of different degrees but the same in nature.” “This is why Atlassian must finally integrate Opsgenie with Jira Service Desk seamlessly.”
Charles Betz added that automated risk and change management is also becoming more popular among agile and DevOps practitioners.
“Traditional change management is very subjective. He said that the new tool provides a more objective assessment of change risk, which is judged by the system rather than by people, similar to the risk assessment in DevOps tools. By incorporating transparent risk management steps Integration into digital pipelines, release preparation and risk assessment automation are evolving.”
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