IT Service Management (ITSM)
Modern ITSM & ESM Solutions Built on Atlassian
Wired Brains helps organizations design and implement robust IT Service Management (ITSM) and Enterprise Service Management (ESM) solutions using Jira Service Management.
We enable IT teams to efficiently manage incidents, service requests, problems, changes and assets-while providing business teams with fast, reliable and transparent service experiences. Our implementations are aligned with ITIL best practices and built to scale with organizational growth.
Core ITSM Capabilities
What We Deliver
Incident Management
Rapid detection, triage and resolution of incidents to minimize business impact. We configure workflows, SLAs, escalations and automation to ensure faster response times and improved service reliability.
Request Management
Streamlined service request portals for IT and business teams, enabling employees to easily request services such as access, hardware, software and support-without unnecessary complexity.
Problem Management
Structured root cause analysis and problem resolution to reduce recurring incidents. We design problem workflows that focus on long-term stability and continuous improvement.
Change Management
Controlled and auditable change processes to reduce risk while maintaining agility. Our change management solutions support approvals, risk assessments and deployment visibility.
Asset & Configuration Management
Integrated asset and configuration tracking to maintain visibility into infrastructure, applications and dependencies-supporting informed decision-making and operational governance.
Extending ITSM Beyond IT
Enterprise Service Management (ESM)
We help organizations expand ITSM principles across the enterprise using Jira Service Management. This enables teams such as HR, Finance, Facilities, Legal and Operations to deliver services through a unified platform with consistent workflows and reporting.
- A single service portal for all internal teams
- Standardized request handling across departments
- Improved visibility and accountability
Smarter ITSM Through Automation
Automation & Integrations
We leverage Jira Service Management automation and integrations to eliminate manual work and improve operational efficiency.
Automated Workflows
Automated ticket routing and approvals to eliminate manual work and speed up service delivery.
SLA Management
SLA tracking and breach prevention to ensure service level commitments are met consistently.
Tool Integrations
Integrations with monitoring, identity and collaboration tools for seamless operations.
Custom Workflows
Custom workflows aligned with organizational processes for maximum efficiency.
Actionable ITSM Reporting
Reporting & Insights
Our ITSM implementations provide clear visibility into service performance using dashboards and reports. Leadership gains insights into:
- Incident trends and resolution times
- SLA performance
- Service request volumes
- Team workload and efficiency
Our ITSM Advantage
Why Wired Brains for ITSM
We don't just implement ITSM tools-we design service management systems that teams actually use and trust.
- Deep expertise in Jira Service Management
- ITIL-aligned service design
- Scalable solutions for enterprise environments
- Strong focus on usability and adoption
- Secure, cloud-native architecture
- IT teams modernizing service delivery
- Enterprises adopting ESM practices
- Organizations migrating from legacy ITSM tools
- Public-sector and compliance-driven environments
Organizations We Support
Who This Is For
Transform Your IT Service Management
Whether you are implementing ITSM for the first time or modernizing an existing service desk, Wired Brains helps you build a scalable, efficient and future-ready service management platform on Atlassian.