Can I use Jira Service Management (JSM) as an Incident Management tool?

[Santiago Fernández]

In my organization, we currently use a tool to manage all the incidents reported by our customers. These incidents come from various sources, including our SIEM (Splunk) and EDRs (McAfee Endpoint Security). My ideal scenario would be to send all these incidents to JSM for analysis. Is this possible? Is incident management one of the goals of JSM, or do I have a misunderstanding of its capabilities?

[Joseph Chung Yin · Accepted solution]

@Santiago Fernández 

Yes, you can.  Take a look at the following reference links on Incident Management with JSM -

https://www.atlassian.com/software/jira/service-management/product-guide/getting-started/incident-management#how-it-works

https://www.atlassian.com/software/jira/service-management/features/incident-management

However, I heard that Incident Management process are only going to be supported if your subscription is Premium or Enterprise.  It will no longer be available in Free/Standard tier.

You should be aware of this change.

Hope this also helps.

Best, Joseph Chung Yin

[Joseph Chung Yin]

@Santiago Fernández -

If my suggestion also helped you.  Please click on Accept answer too when you have a chance.

Best, Joseph

[Walter Buggenhout · Accepted solution]

Hi @Santiago Fernández,

Jira Service Management is built to support all kinds of IT and Enterprise Service Management use cases. Incident management is just one of these use cases.

There's an online guide on how JSM supports incident management and links to other supported service management processes from the navigation in that linked guide.

Hope this helps!

[Samuel Gatica _ServiceRocket_ · Accepted solution]

Hi @Santiago Fernández 

Sure you can!

Please check the following topic that talks about how Jira Service Management works an incident management tool.

• Jira Service Management as an incident management tool 
• How incident management works in Jira Service Management 

Hope this helps!

Best regards

Sam

[Santiago Fernández]

Thanks you very much guys! @Joseph Chung Yin @Walter Buggenhout @Samuel Gatica _ServiceRocket_ I really appreciate the information about the uses for JSM