What’s Next for Incident Management?

Atlassian has officially ended new sales of Opsgenie as of June 4, 2025, with support for existing customers continuing until April 5, 2027. This strategic move is part of Atlassian’s ongoing effort to streamline its IT Service Management (ITSM) offerings and provide a unified experience for customers.

What Does This Mean for IT Teams?

Organizations that previously relied on Opsgenie for incident alerting and on-call management are now encouraged to transition to Jira Service Management (JSM). Atlassian has integrated Opsgenie’s core capabilities—such as alerting, on-call scheduling, and incident response—directly into JSM. This integration aims to deliver a more cohesive and robust ITSM platform.

Key Points:

• No direct standalone replacement for Opsgenie has been announced.

• All major incident management features are now part of Jira Service Management.

• Customers should plan migration strategies ahead of the April 2027 support sunset.

  
  

Why the Change?

Atlassian’s strategy reflects a broader industry trend: consolidating tools to reduce complexity and improve ROI. According to a recent Gartner report, many organizations overspend on ITSM solutions and struggle to achieve desired returns due to fragmented toolsets and immature implementation practices. By integrating Opsgenie features into JSM, Atlassian aims to help organizations streamline workflows, improve data management, and enhance service resilience.

Migration Guidance

For teams currently using Opsgenie, Atlassian provides documentation and migration guides to support a smooth transition to Jira Service Management. Early planning is recommended to ensure business continuity and to leverage the enhanced incident management capabilities within JSM.

Industry Perspective: The Bigger Picture

ITSM Connect’s mission is to empower organizations with innovative, integrated IT solutions that drive operational excellence. As the ITSM landscape evolves, integrating cybersecurity, optimizing data management, and scaling ITSM practices are critical for preventing outages, performance issues, and customer loss.