Opsgenie is reaching end of support. As an Atlassian Gold Solution Partner, Titansoft helps you migrate to Jira Service Management (Service Collection) or Compass with zero downtime.
Since 2018, Atlassian has been steadily integrating Opsgenie's capabilities into its platform and products, helping Dev and IT teams collaborate more seamlessly. Today, you have two clear migration paths.
Once Opsgenie reaches end of support, you'll no longer be able to log in, and all un-migrated data will be deleted. The earlier you start, the more comfortably you can complete validation, training, and budget planning — avoiding operational disruption and data loss.
View the key timeline →Most migrations complete within an hour. Opsgenie and JSM/Compass share the same backend architecture, so the process doesn't affect notification delivery or day-to-day operations.
As an Atlassian Gold Solution Partner, Titansoft helps you evaluate options, plan the timeline, handle edge cases, and manage the billing transition.
Atlassian brings Jira Service Management, Customer Service Management, Assets, and Rovo Agents together into a single, AI-powered service management solution. The Jira Service Management you migrate to from Opsgenie is the very core of Service Collection.
Core service management that connects Dev, IT, and business teams to improve employee experience and service resilience.
A brand-new customer-facing app that uses AI to strengthen external customer support, closing the feedback loop between the front line and the business.
A flexible asset database to track, manage, and visualize critical assets and services, and to build dependency relationships.
AI teammates that help triage and deflect requests, resolve incidents, and generate knowledge.
These apps are sold as an integrated collection (not sold individually), sharing service management technology such as queues, SLAs, forms, and reports, and built on the Atlassian platform (Rovo, Teamwork Graph, Automation, Analytics, Security).
Service for "inside the organization" (ITSM)
Service for "external customers" (CSM)
Both share the same service management technology and are likewise built on the Atlassian platform.
Gain visibility into dependencies to manage assets and configuration items (CIs), troubleshoot incidents quickly, and reduce the risk of change. Bring ITSM and CMDB together in one tool, eliminating the cost and disconnect of a separate standalone CMDB.
"Assets is essential for the predictability and planning of our software licenses and costs."
— Damir Prusac, VP of Engineering, Infobip
Migrating to Jira Service Management is also the perfect moment to adopt modern ITSM methodology. Below are the core frameworks from ITIL 4 and high-velocity agile teams, to help your team shift from reactive firefighting to continuously creating value.
ITIL 4 was co-created by 2,000+ IT professionals worldwide, shifting from heavy processes to value-first, flexible practices. These seven principles are the shared compass for any improvement decision—you'll notice they echo the Agile Manifesto.
Everything you do should create value for stakeholders, directly or indirectly.
Assess the services, processes and tools you already have before deciding what to improve—don't rebuild from scratch.
Break big goals into small steps; gather feedback and adjust as you go.
Work across teams and make work and information transparent to reduce silos and blind spots.
Treat the service as one end-to-end whole, not isolated parts.
Achieve outcomes with the fewest steps; remove anything that doesn't add value.
Optimize the process first, then automate to free people for higher-value work.
The service value chain describes the six core activities that turn demand into value. Organizations connect these activities into different "value streams" for each scenario (customer support, releasing new features, handling security alerts…), then continuously remove bottlenecks and waste to deliver faster.
Plan and Improve run throughout, while Engage and Deliver & support face stakeholders directly—every value stream is a different combination of these activities.
High-velocity teams break work down and make value flow faster. Per PwC benchmarks, agile teams see 20% faster time to market, up to 95% higher productivity, and up to 29% lower costs. These are the practices Atlassian found most impactful:
Run a retro after major milestones; speak up safely and focus on actions, not blame.
Use boards and stand-ups to make work visible and speed delivery, replacing risky big-bang releases.
Share knowledge openly so the team stays aligned and decides faster.
Design request and service management around users' real needs.
Respond fast, cut the cost of disruption, and learn from every incident.
Streamline change with automation and collaboration, balancing speed and risk.
Shorten deploy cycles and ship in small steps so services are always releasable.
Break down Dev/Ops silos; teams own service quality end to end.
Many teams don't rip and replace—they integrate Jira Service Management with their existing ITSM systems to cut license costs, break data silos, sync data automatically, and keep a consistent service experience. Integration delivers three benefits:
Less manual data entry, so resources go to higher-value work and human error drops.
Critical apps stay connected and data stays in sync, no longer trapped in silos.
The right data is available when needed, boosting employee productivity and service confidence.
The business impact of Jira Service Management
Source: Forrester Consulting, The Total Economic Impact™ of Atlassian Jira Service Management, December 2022.
As an Opsgenie Owner, go to Settings > Migrate Opsgenie, and the system will recommend the best migration path based on your usage.
Jira Service ManagementAlerts + On-call + Incidents + an end-to-end ITSM solution
CompassAlerts + On-call + a comprehensive internal developer platform
All offer alerting and on-call, but they differ significantly in incident, change, and problem management, and in AI capabilities.
| Feature Category |  Opsgenie |
Jira Service Management |
Compass |
|---|---|---|---|
| Alerting & on-call | ✓ | ✓ | ✓ |
| Incident management | ✓ | ✓ | ✕ |
| Change management | ✕ | ✓ | ✕ |
| Problem management | ✕ | ✓ | ✕ |
| AI Ops | ✕ | ✓ | ✕ |
| AI-powered ITSM | ✕ | ✓ | ✕ |
For the full feature differences, see the official Atlassian documentation: Feature changes and deprecations in JSM ｜ What to expect from Opsgenie migration
Jira Service Management doesn't just take over Opsgenie's alerting and on-call — it brings the complete ITIL/ITSM practices together into one platform. Below are the customer pain points each service management practice addresses, and how JSM solves them.
Requests are scattered across email and DMs, repetitive small requests overwhelm IT, and employees can't see the status of their own requests.
Alerts are scattered across monitoring tools, no one knows "who's responsible right now," and every incident feels like starting from scratch.
Alert noise drowns out important signals, on-call is scheduled manually in Excel, and there's no automatic escalation when the first responder doesn't reply.
The same kinds of incidents recur, you're always firefighting, and preventable incidents slip through for lack of tracking.
Lengthy approval processes slow delivery, change risk is hard to assess in advance, and there's an information gap between development and operations.
The same question gets asked a dozen times a day, documentation is outdated and scattered, and critical knowledge is stuck in a few people's heads.
Assets are scattered across spreadsheets, inventory never reconciles, and when an incident hits, no one knows which systems are affected.
The front line is overwhelmed by repetitive requests, lengthy ticket handoffs eat up time, and there's no one to respond instantly after hours, late at night, or on weekends.
JSM's incident, alerting, on-call, and incident swarming are all powered by Opsgenie and included across all cloud plans — migrate from Opsgenie and you won't lose a single one of these core capabilities.
Choose your industry to see the matching "applicable capabilities" and real-world "use cases" for JSM. Content compiled from Atlassian's official industry pages.
Jira Service Management lets IT, development, operations, and every business team deliver a great service experience on one platform — that's the spirit of Enterprise Service Management (ESM). Content compiled from Atlassian's official team pages.
Centralize requests from every channel — email, chat, service desk — and respond quickly per SLA so employees get help fast.
Connect Dev and IT so that from incident response and root cause analysis to safely shipping changes, you carry full development context throughout.
Detect, resolve, and prevent incidents with AI at the core — reducing alert fatigue and speeding recovery while maintaining a high pace of change.
iFood achieved < 1 minute incident response amid 7.5x order growth
Omnichannel customer service across web, chat, email, and voice — AI agents resolve common issues automatically, while complex cases are escalated with context.
Teach for All cut ticket resolution time from 8 days to 9 minutes
From onboarding to offboarding, centralize all employee requests on a single platform for a consumer-grade employee service experience.
Extend service management beyond IT to every department — each team uses its own portal and forms, while the organization retains cross-team visibility and consistency.
Breville consolidated 30+ teams into a single support point of contact
Representative capabilities you'll use after migrating, spanning IT operations, customer service, development collaboration, and employee experience. Below are actual Atlassian product screens.
View, assign, and handle alerts directly in JSM, without switching to a separate tool.
Atlassian Intelligence automatically groups similar alerts, reducing noise and prioritizing your response.
Organize requests as Queues, Board, or Calendar to keep on top of dependencies and timelines.
Condense lengthy conversations into a key summary in one click, helping agents get up to speed and respond faster.
Deflect common requests directly from Slack or Microsoft Teams, automatically creating and assigning tickets.
Pre-built forms and a Help Center let users self-submit bug reports and service requests.
Build a branded, customizable employee service center for teams like HR and Facilities to boost self-service rates.
From Standard to Enterprise, step up as your governance, compliance, and support needs grow. Upgrade to Premium for 24/7 support, an SLA guarantee, and advanced ITSM/AIOps capabilities.
👆 Click a column header (Standard / Premium / Enterprise) to switch the highlighted plan in the comparison
| Feature | Standard Standard |
Premium Recommended | Enterprise |
|---|---|---|---|
| Customer support | Regional business hours | 24/7 (<1 hour response for critical issues) | 24/7 + a dedicated senior support team |
| Uptime SLA | — | 99.9% | 99.95% |
| Storage | 250 GB | Unlimited | Unlimited |
| Major incidents / month | 100 | Unlimited | Unlimited |
| Post-incident reviews (PIRs) | 5 | Unlimited | Unlimited |
| Incident creation methods | Manual only | Manual / automatic / API / template | Manual / automatic / API / template |
| Alert voice notifications | |||
| Advanced change management (CI/CD deployment gates) | |||
| Problem management queues | |||
| AIOps (alert grouping / similarity detection) | |||
| AI incident creation / AI PIR / Slack timeline | |||
| Automation rule limit | 1,000 / agent | 1,000 / agent | Unlimited |
| Data residency | |||
| Release tracks | |||
| Sandbox | |||
| IP allowlist | |||
| SSO / SCIM / AD sync | Requires Atlassian Guard add-on | Requires Atlassian Guard add-on | Included |
Compiled from Atlassian's official Jira Service Management Premium page (including Admin controls); some figures are based on the official plan comparison table — actual details are subject to Atlassian's official announcements.
With the Jira Service Management mobile app, you can submit, approve, and resolve tickets in real time wherever you are — so service never stops just because you've left your desk.
💡 After migrating, switch from the Opsgenie app to the Jira Cloud app — alert push notifications and on-call actions continue here.
Your data is "copied" to the target platform while your existing Opsgenie stays as is, so both sites can run in parallel and you can validate with confidence.
＊Integrations: some may need to be re-confirmed/re-configured on the JSM side.
The earlier you plan, the more room you have to complete validation, testing, and user training.
Let Titansoft help you assess your current state, plan the timeline, and complete your migration with confidence.
Titansoft is an Atlassian Gold Solution Partner, offering migration assessments, plan design, cost transition, and technical support. Get in touch and we'll tailor a migration path for you.
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