Dual Excellence formula
The MIN(Maturity, Performance) approach forces balanced improvement. Most tools measure one side; Navigator exposes the gap between how processes are documented and how they actually execute.
Atlassian Marketplace
view26 ITSM Navigator for JSM
Measure, visualise and improve your ITSM processes.
Cloud FortifiedSOC 2 Type IIISO 27001Atlassian Cloud
view26-itsm-navigator-for-jsm.view26.com
ITIL v4 maturity your auditors can actually see.
Inside the app
What it does for your team.
Feature 01
ITSM Capability Level
One honest score across maturity and performance — no more mistaking documented procedures for real capability.
Feature 02
Process Maturity & Performance Analysis
Maturity assessment paired with process mining across 100% of your Jira data, mapped to ISO 20000, ITIL v4, and FitSM.
Feature 03
Open Ticket Tracking & Analysis
Backlog health, stale-ticket alerts, and SLA breach risk on every live ticket.
Feature 04
Interactive Process Flow Visualisation
Activity Explorer renders the real execution graph of each ITSM process, with fastest/slowest/most-frequent path filters, performance quartiles and pattern detection for loops, bottlenecks, rework and automation potential. 50+ activities tracked per process.
Feature 05
Prioritised Action Recommendations
Three-tier recommendation cards (Summary → Expanded → Full Detail) with ROI index, score impact, effort estimation, dependency tracking and direct navigation into JSM configuration. Tagged Foundation, Quick Win or High Impact; schedulable to quarter or 30-day windows.
Feature 06
Executive Reports & Compliance Mapping
Auto-generated PDF reports with executive summary, assessment results, performance analytics, flow analysis, prioritised roadmap, and an evidence appendix mapping every finding to FitSM, ISO/IEC 20000-1:2018 and ITIL 4 controls. Audit-ready in minutes, not weeks.
Signature
The one thing to remember.
ITIL v4
Every practice, mapped.
Nine ITIL v4 practices. Each has a maturity score you can show your auditors. Click through to see the sub-practices, RACI, and the JSM config that backs it up.
- Maturity scoring against FitSM / ISO 20000
- Click-through to the JSM config that implements each practice
- Per-practice owners, reviewers, KPIs
Incident
Request
Change
Problem
Knowledge
Asset & Config
Service Level
Continual Improve
Supplier
Optimised Defined Managed Initial
Why this one
Three reasons this works.
Process mining on 100% of your data
No sampling, no surveys, no representative subsets. Every Jira issue event feeds the performance score, including transitions, assignments, reopens and SLA breaches.
ISO 33074/33054-grounded methodology
Real international standards, not a proprietary rubric. Outputs are auditor-recognised and defensible in regulated industries like finance, healthcare and government.
ROI-prioritised recommendations
Every recommendation ships with an ROI index, score-impact projection and dependency map. Teams stop guessing which improvement to pick next — the roadmap is data-driven.
Multi-framework compliance mapping
Simultaneous mapping to FitSM, ISO 20000-1:2018 and ITIL 4. One assessment, three compliance outputs, one audit-ready evidence appendix.
Consultant-ready platform
Multi-customer support, automated reporting and Private App deployment let advisory firms scale ISO-compliant engagements from weeks to days.
Use cases
Where teams use it.
01
Scaling IT team professionalises service management
A 200-person SaaS company's IT team is drowning in ad-hoc incidents and informal request handling. Leadership mandates "professionalise IT" but the team has no baseline and no idea what "good" looks like.
Outcome
Navigator's maturity assessment produces a Level 1 baseline in days. Prioritised Foundation recommendations give the team a step-by-step, FitSM-aligned blueprint. Within one quarter, Incident Management reaches Level 2 with measurable cycle-time improvement.
02
Optimising enterprise finds hidden rework
A 5,000-employee financial services firm scores Level 4 maturity on paper, but users complain about slow change delivery and repeat incidents. Audit season is approaching and the team lacks objective execution evidence.
Outcome
Process Performance scoring reveals a Level 2 execution — four hidden rework loops in the "mature" Incident process. The Flow Visualisation pinpoints the bottleneck transitions. Targeted fixes close the maturity ↔ performance gap and produce an ISO 20000 audit evidence pack in hours.
03
Advisory firm accelerates ITSM engagements
A specialist ITSM consultancy needs to deliver a data-backed, ISO-compliant baseline and roadmap across multiple client accounts — without spending 4–6 weeks per engagement on manual spreadsheet work.
Outcome
Using Navigator's Private App deployment, the consultancy produces an objective multi-process assessment and prioritised roadmap in one day per client. Auto-generated executive reports become ~80% of the client deliverable. Engagement margins and throughput both rise sharply.
PRICING · ATLASSIAN CLOUD
Price it for your team.
Your effective rate
At 100 users you’re paying $1.29 per user — down from $12.90 at 10.
FAQs
Common questions.
- What is view26 ITSM Navigator for JSM?
- An Atlassian Forge Remote app for Jira Service Management Cloud that combines ISO 33074/33054 process maturity assessment with real-time process mining. It produces a single ITSM Capability Level score and an ROI-prioritised improvement roadmap covering Incident & Service Request, Problem and Change Management.
- How is ITSM Navigator different from a standard maturity assessment?
- Standard maturity assessments tell you what processes should look like. Navigator adds process mining over 100% of your Jira issue data to show what your processes actually look like. Your overall capability is the minimum of the two — forcing balanced improvement instead of optimising one dimension in isolation.
- Which ITSM frameworks does Navigator support?
- Assessments are grounded in ISO/IEC 33074 and ISO/IEC 33054. Compliance evidence is simultaneously mapped to FitSM, ISO/IEC 20000-1:2018 and ITIL 4. Recommendations and executive reports include the evidence appendix required for each framework.
- What data does Navigator access in my Jira instance?
- Navigator reads issue history and transition data for the JSM projects you enable — the events needed for process mining. All access is explicit, customer-consented and scoped via Atlassian Forge. The app is Cloud Fortified and View26 holds ISO 27001 and SOC 2 Type II certifications.
- How long does implementation take?
- Installation takes minutes from the Atlassian Marketplace. A first capability baseline is typically ready within the same day, depending on the volume of historical Jira issue data. Most teams complete their first full maturity assessment and receive prioritised recommendations within one week.
- Is there a free trial?
- Yes. A free trial is available directly from the Atlassian Marketplace listing. Pricing is billed via Atlassian, using the standard Marketplace user-tier model.
- Does Navigator work with Data Center or Server?
- Not currently. Navigator is built as an Atlassian Forge Remote application for Atlassian Cloud (Jira Service Management Cloud) only.
- Who typically uses ITSM Navigator?
- Three audiences: (1) scaling IT teams (50–500 employees) building ITSM foundations; (2) enterprises (1,000–10,000+) in compliance-heavy industries optimising mature processes and passing audits; (3) ITSM advisory firms delivering faster, data-backed client engagements.
Install view26 ITSM Navigator for JSM on your Atlassian site.
Free trial on the Atlassian Marketplace. Or book a demo with a senior specialist and see it running against your real data.