Jira Service Management Software

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Jira Service Management (JSM) is Atlassian’s IT service management (ITSM) platform, designed for service teams, IT, HR, and operations to manage requests, incidents, changes, assets, and service workflows — tightly integrated with the wider Jira and Atlassian ecosystem.

Overview

Jira Service Management empowers teams to deliver service and support at high speed by combining service desk features (queues, SLAs, portals) with advanced ITSM capabilities (incident, problem, change, asset management). Agents and developers work in the same platform, enabling faster resolution and fewer handoffs. With built-in automations, knowledge base integration, and analytics, JSM scales from small to enterprise teams.

What Is Jira Service Management Software?

JSM is Atlassian’s cloud and data-center offering for managing service operations. It allows teams to receive service requests via portals, email, chat, or forms; triage and route them using queues; enforce SLAs; automate repetitive tasks; and handle change, incident, and asset workflows in a cohesive way. It’s part of the broader Atlassian product suite, so it integrates natively with Jira Software, Confluence, Opsgenie, and more.

Key Features of Jira Service Management

• Queues & Request Management — organize incoming service requests into customizable queues.
• Service Portal & Forms — branded self-service portal, customizable request types and forms.
• SLAs & Escalations — define SLA rules, automated escalations, and notification policies.
• Incident, Problem & Change Management — built-in support for ITIL processes.
• Asset & Configuration Management — track hardware, software, and dependencies (Assets feature)
• Automation & Rules — no-code automation to route, triage, transition, and notify tasks.
• Knowledge Base Integration — tie with Confluence to surface helpful articles and deflect tickets.
• Reporting & Dashboards — visualize trends, SLA compliance, workload, and metrics.
• Atlassian Intelligence / AI Capabilities — features like virtual agent, triage suggestions, summary & context using AI.

Who Should Use It?

• IT / Ops teams needing full ITSM capabilities
• Service desk teams supporting employees or customers
• DevOps teams wanting faster collaboration between dev and support
• HR, Legal, Facilities teams using service workflows
• Organizations already using Atlassian tools wanting integrated service operations

Pricing & Plans

Pros & Cons

Final Verdict

Jira Service Management is a compelling choice for teams already in the Atlassian ecosystem or those seeking a mature, scalable ITSM solution. It combines strong service desk functionality with advanced ITIL practices, automation, and asset management. For smaller teams, the Free or Standard plans might suffice; for robust enterprise needs, Premium or Enterprise unlocks advanced controls and SLAs. Use the slider and trial to see which tier fits your workload and growth roadmap.

FAQs About Jira Service Management