Skip to main content
6 ITSM Commands · 4 Ticket Types · JIRA OPS + atlassian-tools MCP

End-to-End IT Service Management

AI-powered ticket lifecycle from classification through resolution and post-incident review. JIRA OPS integration with 72-tool MCP server — AI-assisted triage, APRA CPS 234 audit trails.

JIRA OPS BoardITSM Golden Path

AI-Assisted Ticket Lifecycle

Every ticket follows the same governed path — classify first, create second, validate always

🔍
Classify
/itsm:classify
→
📋
Create
/itsm:lifecycle
→
✅
Cross-Validate
/itsm:cross-validate
→
📊
Review / PIR
/itsm:create-pir

Ticket Types

Four ITIL-aligned ticket types, each with AI classification and JIRA OPS sync

🚨
Incident
Unplanned interruption to IT service or degradation of service quality. AI classifies severity (P1-P4), routes to resolver, tracks SLA.
/itsm:lifecycle
Incident Report Template
📬
Service Request
Formal request for new service, information, or standard change. Pre-approved catalog items fulfilled via automated workflow.
/itsm:lifecycle
Service Request Template
🔬
Problem
Root cause analysis for recurring incidents. AI-assisted 5-Why analysis, workaround identification, permanent fix tracking.
/itsm:lifecycle
Problem Record Template
🔄
Change
Controlled modification to IT infrastructure, application, or service. RFC creation, CAB review, change record lifecycle management.
/itsm:create-change
Change Record Template

ITSM Commands

Six slash commands covering the full ITSM lifecycle

Command
Phase
Purpose
Business Value
/itsm:classifyTriageAI-powered ticket classification — type, priority, category, routingAI-assisted triage vs manual classification
/itsm:lifecycleCreateEnd-to-end ticket lifecycle — create, update, resolve with JIRA OPS syncSingle command covers Incident, SR, Problem lifecycle
/itsm:create-changeChangeRFC creation with risk assessment and CAB workflow triggerStructured change governance — no freeform text
/itsm:create-crChangeChange Record creation linked to approved RFCTraceability: RFC → CR → implementation evidence
/itsm:create-pirReviewPost-Incident Review report — timeline, impact, RCA, action itemsAPRA CPS 234 audit-ready PIR with blameless 5-Why RCA
/itsm:cross-validateValidateMCP cross-validation: JIRA OPS vs Confluence vs CLI ticket dataCross-source accuracy gate — prevents SELF_COMPARISON_VALIDATION

Atlassian + MCP Integration

Live ticket data via JIRA OPS, documentation via Confluence, automation via MCP

JIRA OPS Board
Kanban-based ITSM operations. SLA tracking, incident queues, change backlog. OPS- ticket prefix.
Confluence OPS
40 ITSM pages — runbooks, PIR archive, CAB minutes, SLA reports, incident patterns.
atlassian-tools MCP
72 tools (49 JIRA + 23 Confluence). Powers all /itsm:* commands with live ticket data.

Start with the ITSM Golden Path

Step-by-step guides for incident response, change management, and PIR creation

ITSM Golden PathITSM Commands