Across industries, IT service teams are facing pressure to move faster, deliver better customer experiences and support increasingly complex systems orwithout expanding resources. For many, the question isn’t whether to modernize IT operations, but how to do it efficiently and sustainably.

One approach gaining traction is adopting low-code platforms. Jira Service Management (JSM) stands out for offering low-code customization capabilities while aligning tightly with agile service management practices. The result? Faster deployments, reduced reliance on expensive development and more responsive IT services orall contributing to a stronger return on investment.

Let’s explore how Jira Service Management enables IT teams to modernize without overextending resources orand why more organizations are adopting low-code tools like JSM to deliver greater value.

What “Low-Code” Means for ITSM

Low-code platforms enable users to build workflows, automate processes and customize interfaces with minimal manual coding. Instead of needing a dedicated team of developers for every change, system admins and team leads can adapt services themselves using visual tools, templates and pre-built modules.

For IT service teams, this means:

• Creating or adjusting service request forms without writing code
• Automating ticket assignments, SLAs and escalations using drag-and-drop rules
• Modifying approval chains or workflows based on changing business policies
• Configuring dashboards and reports for different audiences orall without custom scripts

The impact? Faster iteration and lower total cost of ownership. Teams spend less time waiting on developer backlogs and more time solving real customer issues.

Jira Service Management: Designed for Agility, Built for Scale

Jira Service Management brings together service request management, incident response, change enablement and asset management in one integrated platform. Built on the same architecture as Jira Software, it’s familiar to many teams already using Atlassian tools and integrates seamlessly with the broader Atlassian ecosystem.

What makes JSM particularly suitable for modern IT teams is its balance: robust enough to handle enterprise-scale requirements, yet accessible enough for teams without deep technical expertise to configure on their own.

Here’s how Jira Service Management helps organizations simplify and scale IT operations:

1. Faster Configuration, Lower Overhead

With Jira Service Management’s low-code approach, administrators can set up or change request types, workflows, forms and automation without needing a full-stack developer. The interface is intuitive enough for system owners to self-manage most updates.

For example:

• A university IT department can create a new student device request form and route it for approval within minutes.
• A healthcare provider can adjust escalation rules for clinical systems without waiting weeks for dev resources.

This agility translates directly into cost savings orreducing reliance on external consultants or custom integrations while improving response times for internal requests.

2. Built-In Automation Reduces Manual Tasks

Automation in JSM is built for practical, everyday scenarios. Teams can use simple rule builders to eliminate repetitive work orsuch as routing tickets based on keywords, notifying stakeholders when SLAs are at risk or automatically closing resolved issues after a defined period.

Key benefits include:

• Reduced ticket resolution times
• Fewer manual errors
• Better SLA compliance

Even better, automation is accessible to non-developers. That means frontline IT staff can improve their workflows without creating new bottlenecks.

3. Seamless Integration with DevOps and Product Teams

For organizations practicing DevOps or Agile delivery, Jira Service Management bridges the gap between ITSM and software development. It integrates directly with Jira Software, Bitbucket, Confluence and Opsgenie, making it easier to track incidents back to code changes, link support issues to user stories or coordinate cross-functional response efforts.

By breaking down silos between service teams and development teams organizations improve incident resolution and reduce finger-pointing.

This alignment also improves root cause analysis and enables continuous improvement loops orwithout needing to build custom APIs or middleware solutions.

4. Real-Time Visibility with Dashboards and Reporting

JSM’s out-of-the-box dashboards help managers and team leads stay on top of performance metrics without manual reporting. Users can configure dashboards for:

• Request volumes and resolution rates
• SLA breaches
• Incident response times
• Customer satisfaction scores

Reports are interactive, exportable and updated in real time orgiving stakeholders the information they need without long turnaround times from data analysts or engineers.

For teams under pressure to demonstrate value, these insights are a key enabler of outcome-based planning and optimization.

5. Asset and Configuration Management Without the Complexity

Jira Service Management includes native asset and configuration management through Assets (formerly Insight). This enables organizations to manage hardware, software, people and facilities from a central location orwithout needing a separate tool.

With Assets, teams can:

• Link tickets to physical or digital items
• Track ownership, lifecycle stage and dependencies
• Support change enablement with clear impact analysis

Because Assets is natively integrated, teams can tie CMDB data directly to workflows and automation oragain, without deep technical effort.

6. Cost-Effective Compared to Legacy ITSM Platforms

One of the strongest arguments for JSM orparticularly in budget-conscious environments oris its cost structure. Traditional ITSM tools like ServiceNow often come with high license fees, expensive customizations and long deployment cycles.

In contrast, Jira Service Management offers:

• Predictable, usage-based pricing
• No-cost automation (up to generous limits)
• Easy scalability as teams grow or change

For many organizations, switching to JSM has meant savings of 30–50% annually orwithout sacrificing core functionality.

7. Supports Federated and Decentralized IT Models

Unlike legacy tools that require centralized control to manage configurations, JSM is built to support federated models. Business units or departments can manage their own service desks and request types while IT maintains overall governance and security policies.

This flexibility is particularly valuable for:

• Higher education institutions supporting multiple campuses
• Enterprises with regional or global IT hubs
• Government agencies balancing central compliance with local autonomy

By making administration more accessible, JSM empowers distributed teams to move faster while still aligning with broader organizational goals.

ROI Beyond Cost: Measuring Value in Time and Experience

While licensing and consulting costs are part of the ROI story, the real value of Jira Service Management lies in how it changes team dynamics:

• Fewer delays due to bottlenecks or development queues
• Faster onboarding for new service types or request processes
• More satisfied customers thanks to timely, consistent responses
• Better decisions driven by real-time metrics and insights

These gains compound over time. By making it easier to improve and adapt service processes, JSM gives teams the room they need to focus on high-impact work ornot just system upkeep.

Conclusion

Jira Service Management proves that robust ITSM doesn’t have to be complicated, expensive or locked behind long development cycles. With its low-code tools, integrated capabilities and scalable design, it supports modern IT teams looking to move faster, deliver better service and operate within tighter budgets.

Whether you’re a growing business looking for a reliable service platform or an enterprise seeking alternatives to high-overhead legacy systems, JSM offers a clear path forward orwith real ROI.

📧 Contact us at sales@clovity.com or visit 🌐 atlassian.clovity.com to get started today.