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Jira Service Management

As a certified Atlassian Solutions Partner, we pride ourselves on our deep understanding of Jira Service Management (JSM) and our ability to tailor its powerful features to the unique needs of your business. JSM offers a robust foundation for managing IT & Enterprise services, incidents, and requests with efficiency and transparency. However, we recognise that every organisation has its own set of challenges, workflows, and goals. 

Leveraging our extensive experience and expertise, we take what's great about JSM and enhance it with custom configurations, workflows, and integrations. This approach ensures that your service management solution is not only powered by the best in class software but is also perfectly aligned with your business processes, objectives, and the way your team works.

With us, you get more than just a software implementation; you get a strategic partner dedicated to optimising your service operations and driving your business forward.

IT Service Management

Jira Service Management streamlines IT service delivery, offering robust incident, problem, change management, and seamless integration with agile development and operational workflows

Enterprise Service Management

Jira Service Management enables enterprise-wide collaboration, streamlining service delivery across all departments with scalable solutions for IT, HR, and operational efficiency.
  • Request Management
  • Incident Management
  • On Call Management
  • Change Management
  • Asset Management

Request Management

Enhance enterprise-wide service delivery with our simple, powerful Request Management system. It streamlines service requests for all business areas, boosting efficiency and collaboration. Ideal for any size enterprise, it improves service quality and productivity.

Jira Service Management is capable of supporting all aspects of business service requests, from IT to HR and more. Having a consistent tool for ALL support requests is no longer a fairy tale for organisations.

Unified Service Portal:2024-03-20 20 32 36

Provides a single access point for all employees to submit requests, report issues, or search for information, ensuring a consistent user experience across the enterprise.

Customisable Service Desks:

Enables different departments to set up and customise their own service desks, tailoring the service management experience to their specific needs and processes.

Automated Workflows:

Automates service delivery and operational tasks with customizable workflows, improving efficiency and reducing manual effort across departments.

SLA Management:

Supports the definition, tracking, and reporting of Service Level Agreements (SLAs) to ensure timely response and resolution of requests and issues, tailored to the needs of each department.

Knowledge Management

Integrates with Confluence to create and manage a knowledge base, allowing users to find answers to common questions and reducing the volume of incoming requests.


Incident Management

Minimise disruptions and maintain seamless operations with our dynamic Incident Management system within Jira Service Management. Designed to quickly address and resolve incidents, this system enhances your organisation's resilience, ensuring you can meet challenges head-on with efficiency and confidence. Tailored for organisations of any size, our Incident Management solution prioritises swift response, restoring services to optimal levels promptly.

Untitled (1832 x 876 px) (1725 x 838 px) (4)Rapid Incident Detection and Classification: Automatically detect and categorise incidents based on severity, impact, and urgency. This feature ensures that your team can immediately focus on the most critical issues, facilitating faster resolutions and minimising operational downtime.

Streamlined Incident Resolution Processes: Leverage predefined workflows that guide your team through every step of the incident resolution process. From initial detection to post-mortem analysis, our workflows are designed to optimise your response strategy and ensure consistent, effective handling of every incident.

Integrated Communication Channels: Maintain clear, open lines of communication between IT teams and stakeholders. Our solution integrates with Teams & Slack, ensuring that everyone involved is informed and up-to-date on incident status, actions taken, and resolution progress.

Post-Incident Analysis and Learning: Benefit from comprehensive post-incident reviews and reporting capabilities. Our services help you capture lessons learned, making it easier to implement improvements and prevent future incidents. This continuous learning cycle is key to enhancing your operational resilience and service reliability.

SLA Adherence and Reporting: Monitor and report on SLA compliance, ensuring your team meets or exceeds the service expectations set with your users. This visibility not only helps in maintaining high service quality but also in building trust and satisfaction among your users.

Jira Service Management transforms the way organisations handle incidents, moving beyond reactive measures to a more proactive and prepared stance. Embrace a solution where swift resolution, effective communication, and continuous improvement are the cornerstones of your incident management strategy. 

On Call Management

Ensure uninterrupted service and rapid response with our On-Call Alert Management system, powered by Opsgenie. This advanced solution is engineered to keep your teams alert and ready, providing the right tools to manage on-call schedules and respond to issues before they impact your business. Suitable for organisations of any scale, Opsgenie is your frontline defence against unexpected service disruptions, ensuring operational continuity around the clock. In addition, Opsgenie is fully integrated into Jira Service Management so all Incidents created as a result of an alert can be managed in one centralised location.

Untitled (1832 x 876 px) (1725 x 838 px) (Facebook Post)Intelligent Alert Routing: Opsgenie delivers critical alerts to the right person, at the right time, ensuring swift action. By intelligently routing alerts based on on-call schedules, skills, and preferences, ensuring that incident response is both timely and effective.

Customisable On-Call Schedules: Easily configure on-call schedules that reflect your team's structure and availability. Opsgenie supports rotations, overrides, and escalations, making it simple to manage on-call responsibilities and ensure coverage under any circumstances.

Seamless Integrations: Connect Opsgenie with your monitoring, ticketing, and collaboration tools for a unified incident response workflow. This integration ensures alerts are not only received but also actioned upon quickly, with all necessary context at your responders' fingertips.

Real-Time Collaboration: Facilitate instant communication among responders with built-in collaboration tools. Whether it's chat ops, video calls, or integration with existing communication platforms, Opsgenie ensures your team can coordinate and resolve incidents efficiently.

Post-Incident Insights: After action is taken, Opsgenie provides detailed reporting and analytics to help you understand incident patterns, response effectiveness, and areas for improvement. These insights are invaluable for refining processes, enhancing team performance, and ultimately, reducing incident frequency and impact.

With Opsgenie, embrace a proactive approach to on-call alert management. Its powerful features not only prepare your team for rapid incident response but also support a culture of continuous improvement and operational excellence.

Change Management

Navigate the complexities of change with confidence Jira Service Managements Change Management solution. Tailored for adaptability and control, this feature empowers your organisation to implement changes efficiently and with minimal risk. Perfect for enterprises of all sizes, it facilitates seamless transitions, ensuring that every change moves you forward, not backwards.

Untitled (1832 x 876 px) (1600 x 876 px) (2)Streamlined Change Processes: Simplify the planning, approval, and implementation of changes with our structured workflows. Designed for clarity and efficiency, these processes make it easy to manage changes across your IT infrastructure, applications, and services, ensuring that nothing falls through the cracks.

Risk Assessment and Prioritisation: Automatically assess and prioritise changes based on potential impact and risk. This proactive approach ensures that you can mitigate potential issues early in the process, maintaining stability and service quality.

Comprehensive Oversight with Dashboards: Gain real-time visibility into the status of changes with customisable dashboards. Track progress, identify bottlenecks, and make informed decisions, all from a central location, to keep your change initiatives on track.

Collaborative Review and Approval: Facilitate collaboration among stakeholders with integrated review and approval processes. Ensure that every change has the backing it needs to succeed, from IT teams to business leaders, enhancing accountability and alignment.

Post-Implementation Review: Learn from every change with post-implementation reviews. Analyse outcomes, document lessons learned, and continuously refine your change management practices to improve future initiatives.

Our Change Management solution transforms the way your organisation approaches change, turning potential disruptions into opportunities for improvement and growth. With Jira Service Management, you’ll have the tools and insights needed to manage change proactively, ensuring that your services and operations evolve smoothly and efficiently.

Asset Management

Optimise Your Asset Lifecycle with Comprehensive Asset Management in Jira Service Management. Designed for precision and ease, our Asset Management solution empowers organisations to maintain full visibility and control over their assets throughout their lifecycle. From procurement to retirement, manage your assets efficiently, ensuring they contribute positively to your business operations.

AssetCentralised Asset Repository: Create a single source of truth for all your assets. Our centralised repository allows you to track and manage hardware, software, and virtual assets across your organisation, providing detailed information on asset status, ownership, and history.

Automated Asset Discovery and Tracking: Simplify asset management with automated discovery tools that capture and update asset information in real-time. Ensure your asset database is always current, reducing the risk of discrepancies and enabling proactive management.

Seamless Integration with Service Requests and Incidents: Link assets directly to service requests and incidents within Jira Service Management. This integration offers valuable context for resolving issues faster and making informed decisions about asset utilisation and maintenance.

Asset Lifecycle Management: Monitor and manage every stage of an asset’s lifecycle. From initial acquisition to deployment, maintenance, and eventual disposal, gain insights into asset performance and cost-effectiveness, helping to optimise asset utilisation and investment.

Customisable Asset Tracking and Reporting: Tailor your asset tracking to meet the unique needs of your organisation. Utilise custom fields, tags, and reporting capabilities to track assets based on your specific criteria, making it easier to generate insights and comply with regulatory requirements.

Our Asset Management solution within Jira Service Management offers the tools and insights needed to manage assets effectively, reducing overhead and increasing operational efficiency. Empower your organisation with a solution that not only tracks assets but also integrates them into your service management processes for holistic management and improved service delivery.



Our Services

Our services focus on how this solution can bring the most value to you, the scope of what we deliver is driven by you, so we may implement all of the below or just a select few. Here are some examples of the typical requirements we deliver as part of our Jira Service Management Services.

workflow (1) Workflow Enhancement & Customisation Enhance efficiency and clarity with customised workflows tailored to your unique organisational needs. Our extensive industry knowledge enables us to design optimal workflows, streamlining your processes for maximum productivity.  
icons8-asset-100 Comprehensive Asset Lifecycle Management Track and manage your assets with unparalleled precision from procurement to retirement. Our comprehensive asset management solutions facilitate product discovery, ensuring optimal asset utilisation and lifecycle management.  
icons8-play-button-96 Smart Automation & AI Solutions Empower your team with our automation and AI-driven solutions, reducing manual tasks and accelerating resolution times. By predicting issues and automating routine processes, we provide valuable insights, allowing your team to focus on strategic initiatives.  
icons8-integration-100 Seamless Integration Solutions Ensure a seamless, efficient workflow across your technology stack with our Jira Service Management integration services. We specialise in data synchronisation, maintaining workflow continuity, and promoting cross-platform collaboration for unified service delivery.  
icons8-strategy-100 Strategic Service Management Align your IT and business objectives with our strategic service management planning. Utilising comprehensive tools and actionable insights, we assist in optimising service delivery and fostering continuous performance improvement.  
icons8-compliance-100 Service Management Audit Optimise your service management strategy with our preliminary audit service. Before implementing solutions, we assess your current processes for potential enhancements, ensuring a tailored approach that maximizes efficiency and effectiveness.  

How we do work?

At Rapid X, we believe that the foundation of our success lies not just in the solutions we deliver but in how we deliver them. Our approach is built around three core principles: Adaptive Agile Methodology, Value-Driven Delivery, and Empowered Partnerships for Success. This trifecta ensures that we're not just service providers but strategic partners dedicated to achieving your goals.

We understand that in today's fast-paced world, flexibility and adaptability are key to overcoming challenges and seizing opportunities. That's why we've embraced an approach that combines the best of Agile methodologies with a steadfast commitment to delivering tangible value and fostering strong, collaborative relationships with our clients.

Our adaptive Agile practices allow us to swiftly respond to changes and deliver value at every step of the project, ensuring timely and effective solutions tailored to your unique needs.
Value first
At the heart of our work is a commitment to delivering maximum value from day one. We focus on understanding your core business objectives and challenges to prioritise tasks that offer the highest return on investment.
Customer-Centric Collaboration
Beyond just implementing solutions, we believe in building empowered partnerships with our clients. This customer-centric approach ensures open communication, transparency, and a deep understanding of your unique business environment. 


Navigating the world of service management solutions can be complex, but we're here to make it simpler. Our FAQ section is designed to shed light on why Atlassian's suite, particularly Jira Service Management (JSM), stands as our preferred choice for delivering unparalleled service management solutions. From integration capabilities and customisation options for diverse team needs to the specific advantages JSM brings to both IT and enterprise service management, we cover a wide range of inquiries.

We also delve into the unique value Rapid X brings to implementing and optimising your Jira Service Management setup, ensuring you get the most out of your investment. Whether you're exploring JSM's automation capabilities, its fit outside the IT realm, or how it seamlessly syncs with asset management, you'll find insights here.


As a proud Silver Atlassian Solutions Partner, we chose Atlassian as our go-to tool for service management because of its unparalleled flexibility, scalability, and integration capabilities. Atlassian's suite, especially Jira Service Management, offers a robust platform that supports not just IT service management but also adapts to a wide range of business processes across different departments.

Its ability to seamlessly integrate with other Atlassian products and third-party applications ensures that we can offer comprehensive, connected solutions that enhance collaboration, automate workflows, and improve overall service delivery for our clients. Our partnership with Atlassian enables us to stay at the forefront of service management innovation, offering our clients expertly tailored solutions that drive efficiency and business success.

WHAT IS JIRA SERVICE MANAGEMENT (JSM)? Jira Service Management is a versatile IT Service Management (ITSM) solution by Atlassian that streamlines how IT teams manage requests and incidents. It combines development, operations, and support teams on a single platform to facilitate rapid service delivery, improve response times, and enhance overall service quality.
HOW DOES JSM INTEGRATE WITH OTHER ATLASSIAN PRODUCTS? JSM is designed for deep integration with other Atlassian products like Jira Software, Confluence, and Bitbucket. This integration enables seamless collaboration across teams, leveraging Confluence for knowledge management, Jira Software for tracking development tasks, and Bitbucket for source code management, creating a cohesive ecosystem for ITSM and DevOps.
CAN JIRA SERVICE MANAGEMENT BE CUSTOMIZED FOR NON-IT TEAMS? Absolutely. While JSM is an ITSM solution at its core, its flexible configuration allows it to be customized for any team within an organization, including HR, legal, and facilities management. This adaptability ensures that JSM can support a wide range of service management needs across the enterprise.
WHAT AUTOMATION CAPABILITIES DOES JIRA SERVICE MANAGEMENT OFFER? Jira Service Management offers powerful automation capabilities that allow teams to automate repetitive tasks, set up triggers for automatic ticket assignments, and streamline communication flows. This reduces manual workloads, speeds up resolution times, and increases overall operational efficiency.
WHAT ARE THE BENEFITS OF USING JIRA SERVICE MANAGEMENT FOR IT AND ENTERPRISE SERVICE MANAGEMENT? JSM offers numerous benefits, including enhanced collaboration across teams, improved efficiency through automation, customizable workflows for specific service requirements, and a unified platform for managing IT and enterprise services. These features help organizations deliver high-quality service experiences and adapt quickly to changing business needs.

While it's true that anyone can sign up for a free trial of Jira Service Management, leveraging its full potential requires a deep understanding of its capabilities and extensive customization options. This is where Rapid ERP stands out. As an experienced Atlassian Solutions Partner, we don't just implement a standard JSM setup; we tailor the solution to align perfectly with your unique business processes, challenges, and objectives.

Our expertise extends beyond basic configuration to include advanced customization, seamless integration with existing systems, and the creation of automated workflows that significantly reduce manual effort and error rates. We pride ourselves on our ability to listen and adapt to our clients' needs, ensuring that every aspect of the Jira Service Management implementation is optimized for efficiency, scalability, and user satisfaction.

How does JSM integrate with Asset Management?

Yes, Jira Service Management plays a crucial role in streamlining asset management for organisations. By integrating with various asset management tools, JSM allows teams to maintain a comprehensive inventory of their assets directly within the service management platform. This integration enables seamless tracking of asset details such as location, status, and ownership throughout their lifecycle—from procurement to disposal.

Moreover, JSM facilitates the association of assets with service requests, incidents, problems, and changes. This connection provides valuable context to service teams, enabling them to make informed decisions quickly and efficiently. For example, when a service request is raised, the relevant asset information is readily available, helping teams to address issues with precision and reduce downtime.

Do Rapid leverage marketplace extension apps?

Yes! We're continually looking for new apps to offer our customer base. Once you're part of the Atlassian eco system, you can start leveraging the hundreds of marketplace apps to fit your service management needs