Modernizing Government Service Management with JSM on AGC

Government agencies are modernizing the way services are managed across departments, from IT and HR to facilities, finance, procurement, security and citizen-facing operations.

For years, many of these services have been handled through separate inboxes, forms, spreadsheets and departmental systems. That may work for individual teams, but it becomes harder to manage as request volumes grow and more departments need to work together.

An employee may need help with account access, onboarding, facilities, procurement or payroll. A citizen may be submitting a service request, reporting an issue or looking for support from a public-facing team. When each department handles those requests differently, the experience can become inconsistent, ownership is harder to track and leaders may have limited visibility into how services are performing across the agency.

A broader service management model gives agencies a more consistent way to manage requests, routing, ownership, service levels, knowledge and reporting across departments.

Bringing Service Management Into a Government Cloud Environment

That is where Jira Service Management on Atlassian Government Cloud (AGC) fits in.

It gives eligible U.S. government organizations a cloud-based way to manage services across IT and other departments while supporting government security and compliance requirements.

AGC is separate from Atlassian’s commercial cloud and is FedRAMP Moderate authorized. With Jira Service Management available alongside Jira and Confluence, agencies can connect service delivery, work management and knowledge in one government-focused environment.

This creates a strong foundation for service management that can grow beyond the traditional IT help desk.

What Jira Service Management Brings to AGC

Jira Service Management on AGC supports capabilities such as:

• Request queues
• SLAs
• Approvals
• Email-based requests
• Help centers
• Knowledge bases
• Forms
• Incident management
• Alert notifications
• Change management
• Assets
• Services

These capabilities give agencies a practical way to manage both everyday requests and more structured operational processes.

They also make it possible for different departments to work within the same service management approach without forcing every team to use the same workflow.

Start With the Services People Use Every Day

For many agencies, the first step is improving internal support.

Instead of asking employees to send emails or figure out which team owns a request, agencies can create structured request types for areas such as account access, hardware and software requests, password support, network issues, application incidents, security requests, onboarding, facilities support and procurement.

Requests can be routed based on category, priority, department or other conditions.

SLAs help teams track response and resolution expectations, while approvals can be added when a request needs review from a manager, finance, security or another stakeholder.

For the person submitting the request, the process becomes easier to follow. For the service team, ownership and status are more visible.

One Service Model, Many Departments

Once the service model is working for IT, the same approach can be extended across the agency.

Human Resources can manage onboarding, offboarding, policy questions and employee changes.

Facilities can handle maintenance, building access, equipment and workspace requests.

Procurement can manage purchase requests, vendor onboarding and approvals.

Legal can manage contract reviews and internal consultation requests.

Finance can handle reimbursements, billing and payment-related requests.

Each department can keep the process that fits its work while still operating within a more consistent service model.

This also gives leadership a better view of service demand, workload and performance across the organization.

Supporting Employee and Citizen Services

For employees, Jira Service Management can provide one place to submit requests, check progress, communicate with service teams and find useful information.

Citizen-facing use cases may also be possible depending on the service and agency requirements.

These workflows need careful planning. Identity, privacy, accessibility, security and data-handling requirements should be reviewed before a public-facing process is introduced.

The goal is not to put every service into one model. It is to identify where a shared service management approach makes sense and where additional controls are needed.

Knowledge Management as Part of Service Delivery

A large number of service requests happen because people cannot find the information they need.

With Confluence working alongside Jira Service Management, agencies can create knowledge bases for:

• IT support guidance
• Employee policies
• Standard operating procedures
• Frequently asked questions
• Troubleshooting steps
• Department-specific instructions

This gives users a place to look before submitting a request and gives service teams a consistent source of approved information.

It also helps preserve important knowledge that might otherwise sit in emails, shared drives or with individual team members.

Incident, Change and Asset Management

Government systems often support important public services, so incident and change management need defined processes.

Jira Service Management can help teams manage incident identification, ownership, escalation, recovery coordination, post-incident reviews and planned changes.

Assets add more context by linking requests and incidents to applications, devices, services, systems or facilities.

Instead of looking at a request in isolation, teams can understand what is affected, who owns it and what other services may depend on it.

Governance Still Matters

As the service model grows across departments, governance becomes increasingly important.

Agencies still need standards around:

• Project creation
• Workflow design
• Permissions
• Administrative access
• Automation
• Data ownership
• Integrations
• Knowledge ownership

Without those standards, even a well-designed environment can become difficult to manage over time.

Governance works best when it is part of the service design from the beginning rather than added later.

A Practical Path to Modernizing Government Service Management

A strong service management program should begin with how services are actually delivered, not just with tool configuration.

A practical approach is to:

1. Review how requests are handled today
2. Identify the services that matter most
3. Define common standards for intake, ownership, approvals and reporting
4. Validate AGC capabilities
5. Configure and test with real users
6. Expand to additional departments in phases

This keeps the focus on people, services and operational needs instead of simply recreating an older system in a new environment.

How Clovity Can Support Government Service Management on AGC

As an Atlassian Platinum Solution Partner, Clovity can support public-sector organizations across the service management journey, including:

• Jira Service Management assessments
• AGC readiness planning
• Data Center-to-AGC migration
• Service design
• Workflow configuration
• Incident and change management
• Enterprise service management
• Assets
• Knowledge management
• Governance
• Testing and post-launch support

The goal is not simply to move a service desk to the cloud.

It is to build a service management model that works across departments, is easier for employees and service teams to use and can continue to support the agency as requirements change.

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