Atlassian Introduces Enhanced SLA Reporting for Jira Service Management

Executive Summary

Atlassian has rolled out enhanced Service Level Agreement (SLA) reporting features in Jira Service Management, providing IT teams with deeper insights, improved compliance tracking, and greater transparency for stakeholders.

What Happened?

On 10 November 2025, Atlassian announced the release of new SLA reporting capabilities in Jira Service Management. The update includes advanced dashboards, configurable SLA metrics, and automated breach notifications. These improvements enable IT departments to monitor performance against service targets more effectively and demonstrate accountability to business units.

Why Does It Matter?

For medium to large organisations—especially those operating across Europe and Africa—these new features deliver:

• Improved visibility into SLA performance and trends.

• Enhanced ability to identify and address potential service breaches proactively.

• Greater confidence for business stakeholders in ITSM processes.

Atlassian’s commitment to robust reporting and compliance supports organisations in meeting regulatory requirements and service expectations.

Impact on ITSM

• Enables proactive service management and continuous improvement.

• Reduces risk of SLA breaches and associated penalties.

• Supports data-driven decision-making for IT leaders.

What Should Organisations Do?

• Enable and configure the new SLA reporting features in Jira Service Management.

• Train service desk teams on interpreting and acting on SLA dashboards.

• Use insights from reports to refine processes and enhance service delivery.