.png?width=211&height=52&name=Logos%20(1).png "Design Industries Atlassian Solution Partner Enterprise")
MODERN SERVICE MANAGEMENT
Jira Service Management: Modern IT & Business Service Delivery
Design Industries deploys Jira Service Management from Melbourne to enterprises nationwide—across IT service desks, HR, legal, and facilities management. We streamline requests, automate workflows, and connect service teams to the tools they already use.
✓ Atlassian Solution Partner
✓ 15+ Years Experience
✓ Melbourne HQ, Nationwide Service
✓ ServiceNow Migration Expertise
The ITSM Challenge
Legacy service management tools create more problems than they solve. ServiceNow implementations drag on for months, cost hundreds of thousands, and still leave users frustrated. Ivanti feels like software from another decade. Internal ticketing systems create silos between IT and the business.
Meanwhile, your service teams juggle email, Slack, spreadsheets, and whatever tool someone set up years ago. Requests fall through cracks. SLAs get missed. Users give up and walk to someone's desk instead.
The difference is integration. Jira Service Management connects your service teams to development, operations, and business teams — all on the same platform, all seeing the same information.
Why Jira Service Management?
Built for Modern Teams
JSM isn't a legacy ITSM tool with a fresh coat of paint. It's purpose-built for how teams actually work today.
- ✓ Native Atlassian Integration — Connect service requests directly to Jira issues, Confluence knowledge bases, and Bitbucket deployments
- ✓ Conversational Ticketing — Receive and respond to requests from Slack, Microsoft Teams, or email
- ✓ AI-Powered Virtual Agents — Deflect common requests with Rovo-powered self-service
- ✓ ITIL-Aligned, Not ITIL-Obsessed — Flexible enough to follow ITIL practices without forcing bureaucracy
Fraction of the Cost
ServiceNow implementations routinely cost $500K+ and take 12–18 months. JSM delivers comparable capability in weeks at a fraction of the investment.
- ✓ Lower Licensing — Per-agent pricing without enterprise minimums
- ✓ Faster Implementation — Production-ready service desks in 4–8 weeks
- ✓ Reduced Training — Familiar interface for anyone already using Jira
- ✓ Included Features — Asset management, change management, and incident management included — not add-on modules
How It Works
Three systematic steps to modern service delivery
Platform Discovery
(Free)
Every JSM engagement starts with understanding your service management landscape.
- Current State Assessment
- Requirements Discovery
- Quick Win Identification
- Migration Planning
Outcome: A clear implementation roadmap with scope, timeline, and investment.
JSM Implementation
(4–16 weeks)
Our proven methodology delivers production-ready service desks through six phases.
- Discovery & Design
- Configuration
- Integration
- Testing
- Training
- Go-Live
Typical Timelines: Single desk (4-6 weeks) • Multi-department (8-12 weeks) • Enterprise (12-16 weeks)
Investment: Tailored to your scope and complexity
Transition to Digital Factory
(Ongoing Partnership)
Your service desk needs ongoing optimisation. Digital Factory continues your journey:
- Continuous Improvement
- Virtual Agent Development
- Asset Management
- Change Management
Not ready for ongoing partnership? No problem. All implementations include post-launch support.
We've trained your team for self-sufficiency—we're available when you need us.
JSM Deployment Options
Tailored service desks for every department
IT Service Desk
The foundation of modern IT service management.
- Incident Management
- Service Request Fulfilment
- Problem Management
- Change Management
- Asset Management
HR Service Desk
Transform employee experience with streamlined HR services.
- Employee Onboarding
- Policy Enquiries
- Leave Requests
- Benefits Administration
- Exit Processing
Operations
Modernise facilities management and operational requests.
- Maintenance Requests
- Room Bookings
- Vendor Coordination
- Safety Reporting
- Asset Tracking
Legal & Compliance
Manage legal requests with controls and visibility.
- Contract Requests
- Legal Advice Requests
- Compliance Reporting
- NDA Processing
- Matter Management
ServiceNow Alternative
Many organisations are evaluating JSM as an alternative to ServiceNow. Here's what we see:
Note: ServiceNow remains appropriate for extremely large, complex enterprises with dedicated platform teams.
For most organisations, JSM delivers faster time to value at lower cost.
Already Using JSM?
If you already have Jira Service Management but it's underperforming, Platform Discovery is still your starting point. We'll assess your current configuration and identify optimisation opportunities — whether that's a focused improvement project or an ongoing Digital Factory partnership.
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Free initial consultation
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No-obligation assessment
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Response within one business day
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Melbourne HQ, clients nationwide
Why Design Industries for JSM?
15+ Years of Atlassian Expertise
We've deployed Jira Service Management (and its predecessor, Jira Service Desk) across government, financial services, healthcare, and enterprise clients.
- ✓ Proven Patterns — Battle-tested configurations for common use cases
- ✓ Integration Expertise — Connected JSM to SAP, Workday, Active Directory, and dozens of enterprise systems
- ✓ Migration Experience — Transitioned teams from ServiceNow, Ivanti, Zendesk, and legacy tools
Formula One Precision
Like everything we do, our JSM implementations follow systematic methodology.
- ✓ Rapid Delivery — Production-ready service desks in weeks, not months
- ✓ Clean Configuration — Governed setup without technical debt
- ✓ Knowledge Transfer — Your team owns the platform, not us
We know Jira Service Management – let us get your team up to speed
Every team has their own unique customer service processes – DI’s experts will spend time with you to understand these and ensure Jira Service Management works to increase your productivity and collaboration.
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Procure the right JSM licensing package for your needs
Need a clearer picture of your Atlassian licensing set-up? Worried your team don’t have the tools they need? We can help!
Install Jira Service Management with best-practice configuration sets and workflows
You stay in the driver’s seat while we build an Atlassian system to propel you to greater productivity, profitability and efficiency using the power of Agile.
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Integrate it into your existing workflows
Integrate it correctly with other Atlassian tools such as Jira
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Train your team on foundation skills and insider secrets
You’ve got an amazing productivity platform – now your staff need to be trained to the highest standard to use it to its full potential. We can also provide your teams with ongoing support and continual improvement to maximise your productivity and ROI.
Frequently Asked Questions
Can’t find what you need? Go to our Support Center or Contact us
We migrate historical data from your existing system where valuable. This includes open tickets, asset records, and configuration items. We work with you to decide what's worth migrating versus archiving.
Getting Started
At Design Industries, we adopt systematic precision and speed of F1 teams, where every detail matters. Like in Formula One, we apply strict accuracy and fast iteration to our implementations. Each tweak counts, and every day offers a chance to improve.
Step 1:
Platform Discovery (Free, 45 minutes)
We assess your current service management landscape and identify your optimal implementation pathway.
Step 2:
Implementation Proposal (48 hours)
Receive a detailed proposal with scope, timeline, methodology, and investment.
Step 3:
Implementation Delivery (4–16 weeks)
Systematic deployment through all phases. Your service desk is live before the quarter ends.
Step 4:
What's Next (Ongoing)
Transition to Digital Factory for ongoing optimisation, or operate independently with the foundation we've built.
What our Customers say about us
“Design Industries are dynamic and great at tailoring Atlassian. We've worked with them for years; I'm always confident they can support our development with enthusiasm, professionalism and benchmark support."
Matt Lecchi
Global IT Operations Manager,
Swisse Wellness
“Michael and the Design Industries team have done an incredible job managing the scope and stand-up of our Atlassian instance.
The rigour and detail in their process and documentation is incredible.”
Dave Keating
Chief Operating Officer,
Clemenger BBDO
“We reduced a number of tools across regions that caused miscommunication and inefficiency, bringing everyone into a single platform. By using the DI Configuration Patterns, we rapidly scaled Atlassian from 500 to 7,000 users, at the bare minimum doubling the efficiency of out teams, who are working on corer bank payment systems such as our .com."
Paul Anastasopoulos
Platform Manager, ANZ
Join the many companies and government businesses of the we’ve helped become more efficient
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Other Services
Not the right service for you? How about these other ones. As certified experts and an Enterprise Solution Partner, we streamline workflows, unite teams, and drive agility across organizations.
Digital Factory
Your service desk needs ongoing optimisation, automation expansion, and workflow refinement. Digital Factory keeps JSM performing at its best.
AI Fast Start
Activate virtual agents and AI-powered self-service to deflect common requests and improve resolution times.
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Confluence Consulting
Build a knowledge base that powers self-service and helps agents resolve requests faster.