{"id":4320,"date":"2025-11-20T08:34:06","date_gmt":"2025-11-20T03:04:06","guid":{"rendered":"https:\/\/blog.spike.sh\/?p=4320"},"modified":"2026-01-09T13:16:39","modified_gmt":"2026-01-09T07:46:39","slug":"what-is-jira-service-management","status":"publish","type":"post","link":"https:\/\/blog.spike.sh\/what-is-jira-service-management\/","title":{"rendered":"What is Jira Service Management (JSM)? Key Features &amp; Benefits Explained"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/spike.sh\/blog\/opsgenie-shutdown-what-you-need-to-know-and-your-next-steps\/\">Atlassian is shutting down OpsGenie<\/a>. New sales stopped on June 4, 2025. Complete shutdown happens on April 5, 2027.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Atlassian wants you to migrate to Jira Service Management (JSM). But like many OpsGenie users, you probably have questions.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">What is JSM? How does it handle <a href=\"https:\/\/spike.sh\/blog\/it-alerting-everything-you-need-to-know\/\">alerting<\/a>, <a href=\"https:\/\/spike.sh\/blog\/escalation-policies-everything-you-need-to-know\/\">escalation policies<\/a>, and <a href=\"https:\/\/spike.sh\/blog\/oncall-schedules-everything-you-need-to-know\/\">on-call schedules<\/a>? What <a href=\"https:\/\/spike.sh\/blog\/automated-incident-response\/\">automation<\/a> options does it have? Is it the right fit? And more.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This blog breaks down everything you need to know. You&#8217;ll learn about JSM&#8217;s features, setup process, and limitations. Plus, I&#8217;ll introduce you to a better option if JSM doesn&#8217;t click.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Let\u2019s get started!<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Table of Contents<\/strong><\/p>\n\n\n\n<nav aria-label=\"Table of Contents\" class=\"wp-block-table-of-contents\"><ol><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/#what-is-jira-service-management-jsm\">What is Jira Service Management (JSM)?<\/a><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/#key-features-of-jira-service-management-jsm\">Key Features of Jira Service Management (JSM)<\/a><ol><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/#1-alerting\">1. Alerting<\/a><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/#2-incident-response\">2. Incident Response<\/a><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/#3-on-call-management\">3. On-Call Management<\/a><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/#4-automation\">4. Automation<\/a><\/li><\/ol><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/#benefits-of-jira-service-management-jsm\">Benefits of Jira Service Management (JSM)<\/a><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/#getting-started-with-jira-service-management-jsm\">Getting Started With Jira Service Management (JSM)<\/a><ol><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/#step-1-create-your-first-service-project\">Step 1: Create Your First Service Project<\/a><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/#step-2-connect-your-monitoring-tools\">Step 2: Connect Your Monitoring Tools<\/a><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/#step-3-set-up-on-call-schedules-and-escalation-policies\">Step 3: Set Up On-Call Schedules and Escalation Policies<\/a><\/li><\/ol><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/#spike-a-better-alternative-to-jira-service-management-jsm\">Spike: A Better Alternative to Jira Service Management (JSM)<\/a><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/#faqs\">FAQs<\/a><\/li><\/ol><\/nav>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"what-is-jira-service-management-jsm\">What is Jira Service Management (JSM)?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Jira Service Management is Atlassian&#8217;s IT service management platform built on top of Jira.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It helps teams manage service requests, <a href=\"https:\/\/spike.sh\/glossary\/incident\/\">incidents<\/a>, problems, and changes in one place. The platform brings IT, DevOps, and business teams together.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For OpsGenie users, JSM will feel familiar. <a href=\"https:\/\/spike.sh\/glossary\/alert-routing\/\">Alert routing<\/a>, on-call schedules, and escalation policies work similarly to what you already know.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">However, JSM goes beyond incident management. It includes ITSM capabilities like asset tracking, change management, and service catalogs.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"key-features-of-jira-service-management-jsm\">Key Features of Jira Service Management (JSM)<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">JSM offers several features to help teams manage incidents. Let&#8217;s look at the core ones.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"1-alerting\">1. Alerting<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">JSM sends alerts through phone calls, SMS, email, Slack, and push notifications. You can build escalation policies that define who gets notified and when. Each escalation step lets you choose responders like on-call users, team members, or even the next person in rotation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The platform adds repeat escalation with customization options. You can set a time delay between repeats, limit maximum repetitions, and close alerts automatically when repeats finish. JSM also lets you route alerts to the next member on rotation, the previous member, or a random team member.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Alert Policies help with <a href=\"https:\/\/spike.sh\/glossary\/automated-triage\/\">automatic triage<\/a>. You can update <a href=\"https:\/\/spike.sh\/glossary\/priority\/\">priority<\/a> based on conditions you define. However, the delay time in escalation policies is calculated from the top of the policy, not relative to each step. This means you need to calculate cumulative time rather than setting &#8220;escalate after X minutes&#8221; for each step.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"732\" height=\"384\" data-attachment-id=\"4325\" data-permalink=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/image-120\/\" data-orig-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-69.png\" data-orig-size=\"732,384\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"image\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-69-300x157.png\" data-large-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-69.png\" src=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-69.png\" alt=\"Escalation policy in JSM\" class=\"wp-image-4325\" srcset=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-69.png 732w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-69-300x157.png 300w\" sizes=\"auto, (max-width: 732px) 100vw, 732px\" \/><figcaption class=\"wp-element-caption\">Escalation policy in JSM<\/figcaption><\/figure>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">To learn more, read the blog: <a href=\"https:\/\/spike.sh\/blog\/jsm-review-for-alerting\/\">JSM Review for Alerting<\/a><\/p>\n<\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"2-incident-response\">2. Incident Response<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">JSM carries forward OpsGenie&#8217;s manual triage approach. You can update priority from Slack or the dashboard. For automatic triage, Alert Policies and Automation work like if-else-then rules. You can <a href=\"https:\/\/spike.sh\/glossary\/acknowledge\/\">acknowledge<\/a> alerts from all channels except email.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">JSM offers instant <a href=\"https:\/\/spike.sh\/glossary\/war-room\/\">war room<\/a> buttons for Zoom and Teams on the incident dashboard. You can create dedicated Slack channels manually or set up automation to create them when alerts become incidents.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The platform keeps OpsGenie&#8217;s strong bi-directional sync with Jira. You can create tickets instantly from the dashboard or automate ticket creation when alerts match specific criteria.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"653\" height=\"526\" data-attachment-id=\"4326\" data-permalink=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/image-121\/\" data-orig-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-70.png\" data-orig-size=\"653,526\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"image\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-70-300x242.png\" data-large-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-70.png\" src=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-70.png\" alt=\"Instant war room (Zoom or Teams) creation from the JSM dashboard\" class=\"wp-image-4326\" srcset=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-70.png 653w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-70-300x242.png 300w\" sizes=\"auto, (max-width: 653px) 100vw, 653px\" \/><figcaption class=\"wp-element-caption\">Instant war room (Zoom or Teams) creation from the JSM dashboard<\/figcaption><\/figure>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">To learn more, read the blog: <a href=\"https:\/\/spike.sh\/blog\/jsm-review-for-incident-response\/\">JSM Review for Incident Response<\/a><\/p>\n<\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"3-on-call-management\">3. On-Call Management<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">JSM follows team-based on-call schedules like OpsGenie. You create schedules with <a href=\"https:\/\/spike.sh\/glossary\/oncall-rotation\/\">rotations<\/a> that can be daily, weekly, or custom. The platform automatically routes alerts to whoever is on duty.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">You can add multiple layers to schedules for backup coverage. <a href=\"https:\/\/spike.sh\/glossary\/oncall-override\/\">Overrides<\/a> are simple with direct calendar interaction or an &#8220;Add override&#8221; button. JSM also adds a &#8220;Take on-call&#8221; button that overrides all rotations and makes you the only on-call responder for one hour.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">However, on-call handoff notifications go to individual team members, not team channels. There&#8217;s no activity log for schedule changes, and you can&#8217;t add comments to overrides for context.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"612\" height=\"414\" data-attachment-id=\"4328\" data-permalink=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/image-122\/\" data-orig-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-71.png\" data-orig-size=\"612,414\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"image\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-71-300x203.png\" data-large-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-71.png\" src=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-71.png\" alt=\"\u201cTake On-Call\u201d option in JSM\" class=\"wp-image-4328\" srcset=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-71.png 612w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-71-300x203.png 300w\" sizes=\"auto, (max-width: 612px) 100vw, 612px\" \/><figcaption class=\"wp-element-caption\">\u201cTake On-Call\u201d option in JSM<\/figcaption><\/figure>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">To learn more, read the blog: <a href=\"https:\/\/spike.sh\/blog\/jsm-review-oncall-2025\/\">JSM Review for On-Call Management<\/a><\/p>\n<\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"4-automation\">4. Automation<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">JSM offers multiple automation options, like OpsGenie. You can set up Alert Policies with if-else-then rules to filter alerts, modify priority, or add tags automatically. Also, while setting up integrations, you can create Alert Processing Rules to define when alerts get created, closed, acknowledged, or ignored.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">With the Automation feature, you can define triggers like alert created or status changed, add conditions with smart values, and set actions like creating incidents, sending emails, or running scripts. Advanced options include time delays and parallel branches.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">However, direct automation for <a href=\"https:\/\/spike.sh\/glossary\/status-page\/\">status page<\/a> updates is not available. You need to trigger webhooks to update status pages when incidents occur or are resolved. Webhook triggers and automatic <a href=\"https:\/\/spike.sh\/glossary\/alert-deduplication\/\">alert deduplication<\/a> through Alias configuration are both possible.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"955\" height=\"711\" data-attachment-id=\"4330\" data-permalink=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/cleanshot-2025-11-20-at-08-10-43\/\" data-orig-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.10.43.png\" data-orig-size=\"955,711\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"CleanShot 2025-11-20 at 08.10.43\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.10.43-300x223.png\" data-large-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.10.43.png\" src=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.10.43.png\" alt=\"Alert processing rules at integration level\" class=\"wp-image-4330\" srcset=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.10.43.png 955w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.10.43-300x223.png 300w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.10.43-768x572.png 768w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.10.43-200x150.png?crop=1 200w\" sizes=\"auto, (max-width: 955px) 100vw, 955px\" \/><figcaption class=\"wp-element-caption\">Alert processing rules at integration level<\/figcaption><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"benefits-of-jira-service-management-jsm\">Benefits of Jira Service Management (JSM)<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">JSM offers several benefits for teams handling incidents. Here are a few:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Familiar for OpsGenie users<\/strong>: JSM carries forward many OpsGenie features like alert routing, escalation policies, and on-call schedules.<\/li>\n\n\n\n<li><strong>Jira integration<\/strong>: If your team already uses Jira, JSM connects directly. You can create tickets, track incidents, and link to existing projects without switching tools.<\/li>\n\n\n\n<li><strong>ITSM capabilities<\/strong>: Beyond incident management, JSM offers asset tracking, change management, and service catalogs. This makes it a comprehensive tool.<\/li>\n\n\n\n<li><strong>Automation options<\/strong>: You can automate routine tasks like ticket creation, notifications, and field updates. This saves time during incidents.<\/li>\n\n\n\n<li><strong>Free tier available<\/strong>: JSM offers a free plan for up to 3 agents. Small teams can test the platform before committing.<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"getting-started-with-jira-service-management-jsm\">Getting Started With Jira Service Management (JSM)<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Setting up JSM involves three main steps. Here&#8217;s how to start:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"step-1-create-your-first-service-project\">Step 1: Create Your First Service Project<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Services in JSM represent the systems or applications you want to monitor.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To create your first service project:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Click the &#8220;Create&#8221; button from the top navigation bar<\/li>\n\n\n\n<li>Choose a project template (IT Service Desk, Basic Service Desk, or Customer Service Desk)<\/li>\n\n\n\n<li>Give your project a clear name<\/li>\n\n\n\n<li>The project key will be created automatically<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">You can customize the project name, URL, avatar, and description later in project settings.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"601\" height=\"676\" data-attachment-id=\"4339\" data-permalink=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/cleanshot-2025-11-20-at-08-24-55\/\" data-orig-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.24.55.png\" data-orig-size=\"601,676\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"CleanShot 2025-11-20 at 08.24.55\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.24.55-267x300.png\" data-large-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.24.55.png\" src=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.24.55.png\" alt=\"Creating a project in JSM\" class=\"wp-image-4339\" srcset=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.24.55.png 601w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.24.55-267x300.png 267w\" sizes=\"auto, (max-width: 601px) 100vw, 601px\" \/><figcaption class=\"wp-element-caption\">Creating a service project in JSM<\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"step-2-connect-your-monitoring-tools\">Step 2: Connect Your Monitoring Tools<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Next, connect JSM to the tools that monitor your systems.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To add integrations:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Go to the Alerts section in your JSM project<\/li>\n\n\n\n<li>Click &#8220;Add integration&#8221; and choose your monitoring tool<\/li>\n\n\n\n<li>Copy the integration key or webhook URL<\/li>\n\n\n\n<li>Add this key to your monitoring tool&#8217;s configuration<\/li>\n\n\n\n<li>Send a test alert to confirm it works<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">This creates a connection that opens incidents when problems occur and closes them when issues are fixed.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"985\" height=\"718\" data-attachment-id=\"4341\" data-permalink=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/cleanshot-2025-11-20-at-08-28-09\/\" data-orig-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.28.09.png\" data-orig-size=\"985,718\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"CleanShot 2025-11-20 at 08.28.09\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.28.09-300x219.png\" data-large-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.28.09.png\" src=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.28.09.png\" alt=\"Adding integration in JSM\" class=\"wp-image-4341\" srcset=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.28.09.png 985w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.28.09-300x219.png 300w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.28.09-768x560.png 768w\" sizes=\"auto, (max-width: 985px) 100vw, 985px\" \/><figcaption class=\"wp-element-caption\">Adding integration in JSM<\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"step-3-set-up-on-call-schedules-and-escalation-policies\">Step 3: Set Up On-Call Schedules and Escalation Policies<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">On-call schedules and escalation policies decide who gets notified when incidents happen.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To create an on-call schedule:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Navigate to the On-Call section<\/li>\n\n\n\n<li>Click &#8220;Create schedule&#8221;<\/li>\n\n\n\n<li>Name your schedule and set the time zone<\/li>\n\n\n\n<li>Add team members and define rotation patterns (weekly, daily, custom)<\/li>\n\n\n\n<li>Set handoff times and save<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"954\" height=\"819\" data-attachment-id=\"4343\" data-permalink=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/cleanshot-2025-11-20-at-08-30-52\/\" data-orig-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.30.52.png\" data-orig-size=\"954,819\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"CleanShot 2025-11-20 at 08.30.52\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.30.52-300x258.png\" data-large-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.30.52.png\" src=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.30.52.png\" alt=\"Creating on-call schedule in JSM\" class=\"wp-image-4343\" srcset=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.30.52.png 954w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.30.52-300x258.png 300w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.30.52-768x659.png 768w\" sizes=\"auto, (max-width: 954px) 100vw, 954px\" \/><figcaption class=\"wp-element-caption\">Creating on-call schedule in JSM<\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">To create an escalation policy:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Go to Escalation Policies<\/li>\n\n\n\n<li>Click &#8220;Create escalation policy&#8221;<\/li>\n\n\n\n<li>Name it clearly (like &#8220;Backend Team Escalation&#8221;)<\/li>\n\n\n\n<li>Add your primary responders from schedules or individuals<\/li>\n\n\n\n<li>Set delay time before escalating (15 minutes is common)<\/li>\n\n\n\n<li>Add backup responders as additional escalation steps<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">With these three steps complete, JSM is ready to handle incidents for your team.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"905\" height=\"797\" data-attachment-id=\"4345\" data-permalink=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/cleanshot-2025-11-20-at-08-32-43\/\" data-orig-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.32.43.png\" data-orig-size=\"905,797\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"CleanShot 2025-11-20 at 08.32.43\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.32.43-300x264.png\" data-large-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.32.43.png\" src=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.32.43.png\" alt=\"Creating escalation policy in JSM\" class=\"wp-image-4345\" srcset=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.32.43.png 905w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.32.43-300x264.png 300w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.32.43-768x676.png 768w\" sizes=\"auto, (max-width: 905px) 100vw, 905px\" \/><figcaption class=\"wp-element-caption\">Creating escalation policy in JSM<\/figcaption><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"spike-a-better-alternative-to-jira-service-management-jsm\">Spike: A Better Alternative to Jira Service Management (JSM)<\/h2>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<span class=\"embed-youtube\" style=\"text-align:center; display: block;\"><iframe loading=\"lazy\" class=\"youtube-player\" width=\"640\" height=\"360\" src=\"https:\/\/www.youtube.com\/embed\/5CTpqU70u60?version=3&#038;rel=1&#038;showsearch=0&#038;showinfo=1&#038;iv_load_policy=1&#038;fs=1&#038;hl=en-GB&#038;autohide=2&#038;wmode=transparent\" allowfullscreen=\"true\" style=\"border:0;\" sandbox=\"allow-scripts allow-same-origin allow-popups allow-presentation allow-popups-to-escape-sandbox\"><\/iframe><\/span>\n<\/div><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"http:\/\/spike.sh\">Spike<\/a> is an incident response platform focused on simplicity and speed. With over 15 million incidents processed and 750,000+ alerts delivered, it works well for teams of all sizes.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Here&#8217;s why Spike stands out as a better alternative to JSM:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Quick setup<\/strong>: JSM needs extensive configuration. Spike gets you started in under 5 minutes. You get <a href=\"https:\/\/spike.sh\/templates\">ready-to-use templates<\/a> for schedules, escalations, and alert rules.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"612\" data-attachment-id=\"4333\" data-permalink=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/cleanshot-2025-11-20-at-08-14-18\/\" data-orig-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.14.18.png\" data-orig-size=\"1393,833\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"CleanShot 2025-11-20 at 08.14.18\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.14.18-300x179.png\" data-large-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.14.18-1024x612.png\" src=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.14.18-1024x612.png\" alt=\"Ready-to-use templates in Spike\" class=\"wp-image-4333\" srcset=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.14.18-1024x612.png 1024w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.14.18-300x179.png 300w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.14.18-768x459.png 768w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.14.18-1200x718.png 1200w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/CleanShot-2025-11-20-at-08.14.18.png 1393w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">Ready-to-use templates in Spike<\/figcaption><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Simple user experience<\/strong>: Spike combines an easy-to-use design with powerful controls. One-click actions let teams acknowledge <a href=\"https:\/\/spike.sh\/alerts\">alerts<\/a>, update <a href=\"https:\/\/spike.sh\/status-page\">status pages<\/a>, or join <a href=\"https:\/\/spike.sh\/war-rooms\">war rooms<\/a> without extra steps.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"768\" height=\"618\" data-attachment-id=\"4347\" data-permalink=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/image-125\/\" data-orig-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-74.png\" data-orig-size=\"768,618\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"image\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-74-300x241.png\" data-large-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-74.png\" src=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-74.png\" alt=\"One-click ticket creation and war room spin up on Spike dashboard\" class=\"wp-image-4347\" srcset=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-74.png 768w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-74-300x241.png 300w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption class=\"wp-element-caption\">One-click ticket creation and war room spin up on Spike dashboard<\/figcaption><\/figure>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-ee856660 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-midnight-gradient-background has-background wp-element-button\" href=\"http:\/\/app.spike.sh\/signup\">Try spike free for 14 days<\/a><\/div>\n<\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Affordable pricing<\/strong>: Spike starts at <a href=\"https:\/\/spike.sh\/pricing\">$7\/user\/month<\/a> with all core features included. JSM starts at $20\/user\/month, but key features cost extra.<\/li>\n<\/ul>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Teams can save up to 73% by choosing Spike over JSM. <a href=\"https:\/\/spike.sh\/blog\/jsm-pricing-breakdown-2025\/\">Learn more \u2192<\/a><\/p>\n<\/blockquote>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Built-in status pages<\/strong>: Spike includes status pages at no extra cost in all plans. JSM requires a separate Statuspage.io subscription. This adds $29-109 per month to your bill.<\/li>\n<\/ul>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Check out these example status pages of Spike:&nbsp;<a href=\"https:\/\/spike.sh\/examples\/airbnb\/\">AirBnB<\/a>&nbsp;and&nbsp;<a href=\"https:\/\/spike.sh\/examples\/spacex\/\">SpaceX<\/a>.<\/p>\n<\/blockquote>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Team wellbeing<\/strong>: Spike protects work-life balance with <a href=\"https:\/\/docs.spike.sh\/alerts\/personal-alerts-management\/deep-work-and-cooldown-modes#:~:text=a%20single%20click.-,Cooldown%20Mode,-Cooldown%20Mode%20is\">cooldown mode<\/a>, <a href=\"https:\/\/docs.spike.sh\/alerts\/personal-alerts-management\/deep-work-and-cooldown-modes#:~:text=incident%20response%20quality.-,Deep%20Work%20Mode,-Deep%20Work%20Mode\">deep work settings<\/a>, <a href=\"https:\/\/docs.spike.sh\/alerts\/personal-alerts-management\/out-of-office\">out-of-office<\/a> options, and <a href=\"https:\/\/spike.sh\/glossary\/alert-suppression\/\">alert suppression<\/a>. These features come standard, not as paid add-ons.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"585\" height=\"464\" data-attachment-id=\"4335\" data-permalink=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/image-123\/\" data-orig-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-72.png\" data-orig-size=\"585,464\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"image\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-72-300x238.png\" data-large-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-72.png\" src=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-72.png\" alt=\"Work-life balance features in Spike\" class=\"wp-image-4335\" srcset=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-72.png 585w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-72-300x238.png 300w\" sizes=\"auto, (max-width: 585px) 100vw, 585px\" \/><figcaption class=\"wp-element-caption\">Work-life balance features in Spike<\/figcaption><\/figure>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">To learn more, read the blog: <a href=\"https:\/\/spike.sh\/blog\/jsm-vs-spike-for-incident-management\/\">JSM vs. Spike: Incident Management<\/a><\/p>\n<\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Hear what <a href=\"https:\/\/www.linkedin.com\/in\/stevenryder\/\">Steven Ryder<\/a>, former Engineering Manager at&nbsp;<a href=\"https:\/\/www.vhslab.com\/\">Virtually Human<\/a>, says about Spike:<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"767\" height=\"404\" data-attachment-id=\"4337\" data-permalink=\"https:\/\/blog.spike.sh\/what-is-jira-service-management\/image-124\/\" data-orig-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-73.png\" data-orig-size=\"767,404\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"image\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-73-300x158.png\" data-large-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-73.png\" src=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-73.png\" alt=\"Spike's customer testimonial\" class=\"wp-image-4337\" srcset=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-73.png 767w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/image-73-300x158.png 300w\" sizes=\"auto, (max-width: 767px) 100vw, 767px\" \/><\/figure>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><em>With OpsGenie shutting down, businesses are switching to Spike with 50% off.&nbsp;<a href=\"https:\/\/spike.sh\/opsgenie-alternative\">Learn more \u2192<\/a><\/em><\/p>\n<\/blockquote>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-ee856660 wp-block-buttons-is-layout-flex\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"faqs\">FAQs<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>What is the difference between Jira and Jira Service Management?<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Jira is a project tracking tool for software development teams. Jira Service Management is built on top of Jira and adds IT service management capabilities like incident response, on-call schedules, and service desk features.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>What is the purpose of Jira Service Management?<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">JSM helps teams manage service requests, incidents, problems, and changes. It brings IT, DevOps, and business teams together on one platform to improve collaboration and reduce downtime.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Is Jira Service Management a ticketing system?<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Yes, JSM includes ticketing capabilities as part of its broader ITSM features. However, it&#8217;s more than just a ticketing system. It also offers incident management, on-call scheduling, asset tracking, and change management.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>What happens to my OpsGenie data when it shuts down?<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Atlassian provides migration tools to move your OpsGenie data to JSM. You should start the migration process well before the April 5, 2027, shutdown date to avoid data loss.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>How much does Jira Service Management cost?<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">JSM offers a free plan for up to 3 agents. The Standard plan costs $20\/user\/month. The Premium plan costs $51.42\/user\/month. Enterprise pricing requires contacting sales. Note that status pages cost extra ($29-109\/month via Statuspage.io).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>What are JSM alternatives?<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Several strong alternatives to JSM exist: <a href=\"http:\/\/spike.sh\">Spike<\/a>, PagerDuty, Incident.io, Squadcast, and Zenduty. Each tool offers different strengths. <a href=\"http:\/\/spike.sh\">Spike<\/a> stands out for its simplicity, speed, and all-inclusive pricing.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>What is Jira Service Management (JSM)? This blog breaks it down for OpsGenie users, covering alerting, response, on-call, and automation. Plus, discover a better alternative if you find JSM isn\u2019t the right fit.<\/p>\n","protected":false},"author":263547072,"featured_media":4323,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","_import_markdown_pro_load_document_selector":0,"_import_markdown_pro_submit_text_textarea":"","_lmt_disableupdate":"","_lmt_disable":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"_wpas_customize_per_network":false},"categories":[1466],"tags":[],"class_list":["post-4320","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-jsm"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>What is Jira Service Management (JSM) | Key Features &amp; Benefits<\/title>\n<meta name=\"description\" content=\"What is Jira Service Management (JSM)? 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I signed up for both, ran identical tests, and compared them across key criteria.","rel":"","context":"In &quot;JSM&quot;","block_context":{"text":"JSM","link":"https:\/\/blog.spike.sh\/category\/comparison\/jsm\/"},"img":{"alt_text":"Blog cover titled \"JSM vs. Spike: Incident Management\"","src":"https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/Basics-of-Incident-Management-3.png?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/Basics-of-Incident-Management-3.png?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/Basics-of-Incident-Management-3.png?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2025\/11\/Basics-of-Incident-Management-3.png?resize=700%2C400&ssl=1 2x"},"classes":[]},{"id":4203,"url":"https:\/\/blog.spike.sh\/jsm-review-for-incident-management\/","url_meta":{"origin":4320,"position":1},"title":"Jira Service Management (JSM) Review for Incident Management (2026)","author":"Sreekar","date":"14th November, 2025","format":false,"excerpt":"This Jira Service Management (JSM) Review examines incident management capabilities across four key criteria. 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