Atlassian is evolving its product suite by fully integrating Opsgenie into Jira Service Management and Compass.
JSM or Compass? The choice depends on your team’s focus: operations or development.
The goal: to deliver a unified experience for managing alerts, incidents, and operations all from a single platform.
Starting June 4, 2025, Opsgenie will no longer be available for purchase, and access will be phased out until April 5, 2027. After this date, even existing accounts will not be able to access the application. All functionalities of Opsgenie will be integrated into Jira Service Management, available exclusively in the Standard and Premium plans, under the “Operations Features” module.
Unified capabilities: The essential functions of Opsgenie —such as alerts, escalations, maintenance policies, on-call shifts, and notifications— will now be managed from JSM.
Automatic migrations: Most existing configurations in Opsgenie will be transferred without manual intervention.
Manual reconfiguration needed for some integrations: Integrations like Slack, Microsoft Teams, or custom configurations will need to be manually adjusted in JSM.
Opsgenie mobile app retirement: Notifications and alerts will no longer be received in the Opsgenie app. All management must be done from the Jira Cloud app, which now includes operations functions.
Read-only mode in Opsgenie: After migration, Opsgenie accounts will remain in read-only mode, with no ability to make changes or create new teams or configurations.
The integration aims to simplify operations, reduce costs, and enhance the incident management experience by offering a single solution for ITSM and operations.
This is a key moment to plan the transition and take advantage of a more robust, centralized solution aligned with the new Atlassian standards🦾
At bit2bit Americas, we’re ready to support you at every step of the process:
We’re here to help you adapt your operation to the new Atlassian standards.✨
2025 © bit2bit Americas.
What are ITSM processes? ITIL version 4 recently went from recommending ITSM “processes” to introducing 34 ITSM “practices”. Their reasoning for this updated terminology is that “elements such as culture, technology, information and data management can be considered to get a holistic view of ways of working”. This more comprehensive approach better reflects the realities of modern organizations.
Here, we will not concern ourselves with nuanced differences in the use of practice or process terminology. What’s important and true, no matter what framework your team follows, is that modern IT service teams use organizational resources and follow repeatable procedures to deliver consistent and efficient service. In fact, leveraging practice or process is what distinguishes ITSM from IT.
Change management ensures standard procedures are used for efficient and prompt handling of all changes to IT infrastructure, whether it’s rolling out new services, managing existing ones, or resolving problems in the code. Effective change management provides context and transparency to avoid bottlenecks, while minimizing risk. Don’t feel overwhelmed by these and the even longer list of ITIL practices.
Problem management is the process of identifying and managing the causes of incidents on an IT service. Problem management isn’t just about finding and fixing incidents, but identifying and understanding the underlying causes of an incident as well as identifying the best method to eliminate the root causes.
Incident management is the process to respond to an unplanned event or service interruption and restore the service to its operational state. Considering all the software services organizations rely on today, there are more potential failure points than ever, so this process must be ready to quickly respond to and resolve issues.
IT asset management (also known as ITAM) is the process of ensuring an organization’s assets are accounted for, deployed, maintained, upgraded, and disposed of when the time comes. Put simply, it’s making sure that the valuable items, tangible and intangible, in your organization are tracked and being used.
Is the process of creating, sharing, using, and managing the knowledge and information of an organization. It refers to a multidisciplinary approach to achieving organizational objectives by making the best use of knowledge.
Is a repeatable procedure for handling the wide variety of customer service requests, like requests for access to applications, software enhancements, and hardware updates. The service request workstream often involves recurring requests, and benefits greatly from enabling customers with knowledge and automating certain tasks.
It’s simply not enough to have an ITSM solution – you need one that actually accelerates how your teams work.
Atlassian’s ITSM solution unlocks IT at high- velocity by streamlining workflows across development and operations at scale. Meaning what was once many siloed teams with different ways of working, are now integrated and much more collaborative than ever before.
ITSM benefits your IT team, and service management principles can improve your entire organization. ITSM leads to efficiency and productivity gains. A structured approach to service management also brings IT into alignment with business goals, standardizing the delivery of services based on budgets, resources, and results. It reduces costs and risks, and ultimately improves the customer experience.
