The future of IT Service Management (ITSM) is agile, automated, and customer-centric. As we move into 2025, IT teams are expected to deliver faster resolutions, tighter workflows, and better user experiences. Jira Service Management (JSM) continues to evolve to meet these expectations, offering a powerful toolkit for modern IT teams.

Whether you're a new JSM user or a seasoned admin, these 10 actionable tips will help you maximize your ITSM efficiency, reduce ticket resolution time, and align service delivery with business goals.

Let's dive into the top strategies that can transform your Jira Service Management experience in 2025.

  1. Embrace Automation Rules for Faster Resolution

Automation is no longer optional—it's essential. JSM offers built-in automation capabilities that allow IT teams to eliminate manual work and reduce human error.

Best Practices:

  • Automatically assign issues based on keywords, categories, or workload
  • Send proactive status updates to requesters
  • Escalate high-priority tickets based on SLA breaches
  • Close resolved tickets after a period of inactivity

Pro Tip: Use the "If → Then" builder in Jira to create easy-to-maintain rules. Combine it with smart values to personalize notifications.

Benefits:

  • Speeds up ticket handling
  • Improves SLA compliance
  • Frees up agents for more complex issues

Want to go deeper? Explore how automation fits into broader ITSM consulting services to scale operations efficiently.

  1. Customize Request Types to Match Your Services

Generic forms slow down request processing. Tailoring request types for each department or service makes life easier for both users and agents.

What You Can Do:

  • Create separate request types for IT, HR, Legal, etc.
  • Use conditional logic to hide/show fields based on choices
  • Include context-specific guidance for users to reduce ticket back-and-forth

By customizing your JSM portal, you improve clarity, reduce ticket rework, and enhance the user experience—key goals of modern IT services management.

  1. Implement SLAs with Real-Time Tracking

SLAs are vital for measuring service performance and accountability. With JSM, you can set SLAs that trigger alerts and automate actions when breached.

Set Up Your SLAs Wisely:

  • Define response vs. resolution targets separately
  • Configure alerts at 50%, 75%, and 100% SLA usage
  • Use priority and issue type to set dynamic goals

Benefits:

  • Improves customer satisfaction
  • Builds trust with stakeholders
  • Keeps your team aligned with business expectations

Use the SLA Dashboard Gadget to monitor team performance at a glance.

  1. Connect Jira with Your Knowledge Base

Empowering users to find answers before raising a ticket is one of the best ways to cut down workload.

Steps to Enable Self-Service:

  • Link Jira Service Management with Confluence
  • Use keywords to auto-suggest help articles as users type
  • Keep the knowledge base updated and well-categorized

Benefits:

  • Deflects unnecessary tickets
  • Improves user satisfaction
  • Boosts content visibility and reusability

Pro Tip: Track which articles lead to ticket deflection and refine accordingly.

  1. Use Queues and Prioritization Smartly

Queues in Jira Service Management help your team stay focused and organized. When configured well, they improve visibility and reduce turnaround time.

Optimization Tips:

  • Create queues by priority (e.g., Urgent, High, Normal)
  • Use components or custom fields to group by departments or services
  • Add filters for “Awaiting Customer Response” or “Needs Triage”
  1. Leverage Insight for Asset and Configuration Management

Jira's asset management feature (formerly Insight) helps teams track infrastructure, devices, and services.

How to Use It:

  • Create object schemas for laptops, software licenses, users, etc.
  • Link incidents and changes to relevant assets
  • Visualize relationships to troubleshoot faster

Benefits:

  • Complete visibility into IT assets
  • Faster root cause analysis
  • Better compliance and audit readiness

Pro Tip: Use automation to update asset statuses based on ticket resolution.

  1. Integrate with Monitoring Tools for Proactive Incident Management

In 2025, IT is expected to be proactive, not reactive. Integrating JSM with tools like Opsgenie, Datadog, or Prometheus can help identify and respond to issues before users even notice.

Use Cases:

  • Auto-create Jira incidents from alert triggers
  • Route alerts to the right team based on type or service
  • Use escalation policies for 24/7 incident management

Benefits:

  • Reduces downtime
  • Speeds up incident response
  • Keeps service levels high even after hours

Don't forget to link incidents with problems or changes to maintain traceability.

  1. Enable Advanced Reporting and Dashboards

Data drives decisions. JSM's powerful reporting and dashboard features can help you visualize metrics that matter.

Key Metrics to Track:

  • SLA compliance %
  • First response time
  • Number of open vs. resolved tickets
  • CSAT (Customer Satisfaction Score)

Tips:

  • Use pie charts, bar graphs, and two-dimensional filters
  • Create role-specific dashboards for agents, leads, and executives
  • Schedule reports to be emailed weekly or monthly

Pro Tip: Use third-party add-ons like eazyBI or Custom Charts for Jira for advanced visualizations.

  1. Improve Collaboration with Linked Issues and @Mentions

Efficient collaboration reduces delays and avoids silos. Jira offers multiple features to bring people together within context.

How to Collaborate Effectively:

  • Use linked issues to relate incidents, problems, and changes
  • Use @mentions in comments to notify teammates
  • Share context through attachments, screenshots, or Confluence links

Benefits:

  • Speeds up resolution
  • Keeps stakeholders in the loop
  • Reduces duplication of work

Encourage agents to add resolution notes so knowledge is shared and reused.

  1. Continuously Train Teams on New Features

Jira evolves quickly—and so should your team. Keep your ITSM team up-to-date with the latest capabilities and best practices.

Ideas to Train Smarter:

  • Monthly internal training sessions
  • Create bite-sized video tutorials
  • Share Atlassian community tips in team chat
  • Encourage team members to get certified

Why It Matters:

  • Reduces misconfigurations
  • Promotes feature adoption
  • Builds internal Jira champions

Pro Tip: Use Confluence to document internal workflows and Jira usage guidelines.

Final Thoughts: Make 2025 Your Most Efficient Year Yet

Jira Service Management continues to be a powerful ally for IT teams navigating the fast-paced, high-demand digital landscape. By applying these 10 tips, you'll be well on your way to building a more resilient, responsive, and efficient ITSM environment.

Whether it's automation, integrations, or smarter reporting, small changes now can lead to big wins throughout the year.

Looking for help customizing Jira Service Management for your organization? Consider working with an Atlassian Partner who can tailor it to your unique workflows.