When I speak with state, local government, and education (SLED) organizations, one theme consistently emerges: how to deliver better services to citizens, students, and internal teams with fewer resources, tighter budgets, and increasing accountability. Technology investments in this space must do more than solve a problem — they must scale, adapt, and prove long-term value.
That’s why so many SLED organizations are turning to Jira Service Management (JSM).
SLED agencies and institutions are expected to provide fast, reliable service experiences. JSM enables teams to:
Create intuitive service portals for staff, faculty, or citizens.
Streamline request intake to prevent users from navigating confusing processes.
Provide real-time updates and self-service knowledge bases to reduce wait times.
This means both employees and end users can get what they need quickly — whether it’s IT support, HR requests, or facilities maintenance.
Unlike many traditional ITSM platforms that are rigid or siloed, JSM is built on flexibility. It can support:
IT teams are resolving outages and incidents.
Facilities teams manage requests for classrooms, vehicles, or offices.
HR teams onboarding staff or faculty.
Finance teams are processing approvals.
For SLED organizations seeking to consolidate multiple service desks or replace legacy tools, JSM helps unify service delivery under a single platform.
Security is a top priority for government and education. Atlassian’s cloud offerings — including JSM — meet strict compliance standards such as FedRAMP, SOC 2, ISO 27001, and more. On-prem and Data Center options also allow organizations to maintain complete control of their environments.
This ensures SLED organizations can modernize service delivery without compromising on compliance.
Budgets in SLED are constantly under pressure. JSM delivers:
Lower total cost of ownership compared to legacy ITSM solutions.
Licensing flexibility to scale as needs grow.
Familiar Atlassian ecosystem that reduces training time.
Organizations can avoid overpaying for “shelfware” and instead invest in a platform that aligns with their actual usage.
Most SLED organizations already rely on Atlassian products, such as Jira Software and Confluence. JSM integrates seamlessly into this ecosystem, breaking down silos between development, operations, and business teams.
For example, IT incidents can be automatically linked to Jira issues, helping teams resolve problems faster and communicate more effectively with stakeholders.
SLED organizations face unique challenges, but they also have an incredible opportunity to modernize how they deliver services. Jira Service Management brings the flexibility, compliance, and cost efficiency that agencies, schools, and universities need to succeed.
As someone who works closely with SLED customers, I’ve seen firsthand how JSM transforms service delivery, making teams more agile, users more satisfied, and organizations better prepared for the future.