Atlassian just made a big push into IT service management with a new product to rival ServiceNow and Microsoft

  • On Monday, Atlassian launched Jira Service Management, a new tool to allow developers to manage their entire software development process on one platform.
  • To round out the platform, Atlassian will be adding capabilities from two of its key acquisitions, Halp and Opsgenie.
  • Atlassian has been investing heavily in IT service management and cloud, allowing it to compete with companies like ServiceNow and Microsoft.
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The Australian software giant Atlassian launched a new product on Monday to help customers manage their entire software development process on one platform.

The product, called Jira Service Management, is the biggest move Atlassian has made to-date to address IT service management, says Atlassian chief revenue officer Cameron Deatsch. The platform brings all the company's tools together, allowing developers to track the progress of their software projects and report incidents on the same platform.

The product is an evolution of Atlassian's previous IT service management, Jira Service Desk, but with added capabilities to manage incident tickets and code changes, as well as machine learning-based technology that can automatically assign people to solve issues.

"As your development teams are making changes all the time, when you go in to solve a problem, understanding how those changes were made and correlating that with the customer experience is an incredibly powerful tool," Deatsch told Business Insider.

It also plans to add a capability called "conversational ticketing" which will allow developers to use Slack and other messaging apps to submit incident tickets and get responses. To add this feature, Atlassian will rely on technology from IT ticketing firm Halp, which it acquired in May.

"We go to where the users are and allow them as quickly as possible to interact with service management agents and get their problem solved," Deatsch said.

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

"It was all about simplifying the experience we already had," Deatsch said. "We saw IT teams largely using us for a broader set of capabilities."

Customers will still also be able to use Opsgenie and Halp as independent products. Ultimately, Jira Service Management competes with established offerings from other software giants like ServiceNow and Microsoft's product System Center Service Manager. Atlassian's product sets itself apart by being just as applicable for the smallest companies as well as the largest businesses in the world, according to Deatsch.

"We try to make products broad and easy to use," Deatsch said. "We can handle thousands and thousands of customers. When the largest customers come knocking, we can solve customer needs. Small companies get enterprise grade capabilities as well as larger companies."

Atlassian decided to launch the product after seeing the consistent growth of Jira Service Desk over the past five years and continually fielding feature requests from customers desperate to get off older technology and use one platform for their entire development process, Deatsch says. 

Atlassian has been investing heavily in IT service management over the past few years. Besides Opsgenie and Halp, Atlassian has also acquired IT service management startups Mindville and Automation for Jira and has been prioritizing its cloud products — leading up to the announcement last month that it would stop selling its Server product lineup in February.

Read more: The co-CEO of $47 billion Atlassian explains why it plans to stop selling its Server product lineup starting in February: 'The cloud is the natural future'

"Companies today are jumping into one tool and then jumping into Atlassian's product to get that all done," Deatsch said.  "We're building that into a unified experience. This provides more transparency and accountability across those teams."

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