IT Incident Response and Resolution
Centralize incident handling to detect, triage, and resolve IT outages quickly.
Jira Service Management
IT service management software to streamline requests, incidents, and changes across teams
By Atlassian
IT Service Management
ITSM
Service Desk
Incident Management
Product Overview
Jira Service Management is a powerful IT service management (ITSM) platform designed to help teams deliver high-velocity service and support. It enables organizations to manage service requests, incidents, problems, changes, and assets all in one place. With seamless integration into the Atlassian ecosystem, it supports flexible workflows and automation, driving improved collaboration between IT, DevOps, and business teams.
Jira Service Management provides a comprehensive platform that centralizes service delivery and incident management, enabling teams to respond faster and resolve issues efficiently. Built for both IT and business users, it offers configurable queues, automation, SLA management, and real-time reporting. The platform integrates with popular developer tools and communication systems to streamline collaboration and deliver a frictionless service experience. It supports change management to minimize risk, asset management to track infrastructure, and flexible workflows to adapt to any organization's needs.
Headquarters and Est. In
Sydney, Australia — Est. 2002
No. of Employees
Not specified
Customer Demography
Global
Customer Domains
Technology
Finance
Healthcare
Education
Manufacturing
Use Case Deep Dive
Interactive analysis dashboard - explore detailed performance insights for key business scenarios
Change Management Automation
Ensure safe and compliant deployment of IT changes using automated workflows.
Service Request Automation
Automate routine service requests to free up IT support capacity.
Problem Management for Root Cause Analysis
Identify and resolve underlying issues behind repeated incidents using problem management processes.
Asset Lifecycle Management
Track and manage IT asset lifecycles from procurement to disposal.
SLA Monitoring and Compliance
Track service level agreements to ensure service commitments are met consistently.
DevOps and ITSM Integration
Bridge IT service management with development workflows to improve deployment visibility and incident handling.
Self-Service and Knowledge Management
Empower users to resolve common issues independently, reducing support load.
Automated SLA Breach Notifications
Automate alerting for SLA breaches to ensure timely response and escalation.
Use Case Details
Integration Details
Feature Details
Key Features
Explore the core capabilities that make Jira Service Management stand out.
Request Management
Centralizes all service requests for IT and business teams with user-friendly portals and channels.
Incident Management
Supports efficient detection, triage, and resolution of incidents to minimize downtime and impact.
Change Management
Facilitates safe and efficient change processes to reduce risks and avoid disruptions.
Problem Management
Identifies and manages root causes to prevent recurring incidents.
Asset and Configuration Management
Tracks IT assets and configuration items (CIs) for better visibility and control.
Automation and Workflow Customization
Streamlines processes via configurable automation rules and workflows.
Service Level Agreements (SLAs)
Enables SLA definition and tracking to meet service commitments.
Real-Time Collaboration
Facilitates cross-team communication within issues and incidents.
Reporting and Analytics
Delivers insights with pre-built and customizable reports and dashboards.
Developer Tool Integrations
Connects ITSM with developer tools to streamline DevOps workflows.
Self-Service Portal and Knowledge Base
Empowers users to resolve common issues independently with searchable documentation.
Mobile Access
Enables service desk and agents to manage tickets and collaborate on the go via mobile apps.
Asset Discovery and Inventory
Automatically scans and detects infrastructure devices and software assets.
Incident Impact and Urgency Prioritization
Automatically calculates ticket priorities based on impact and urgency criteria.
SLA Calendar and Reporting
Visualizes service level objectives over calendars and generates compliance analytics.
Multi-Channel Support
Accepts service requests and incident reports via email, chat, phone, or APIs.
Approval Workflows
Configurable multi-stage approval processes for changes and requests.
ITIL-Ready Templates
Provides pre-configured workflows and practices aligned with ITIL standards.
Custom Reporting Dashboards
Create and share tailored dashboards displaying key ITSM metrics.
Knowledge-Centered Support (KCS)
Integrates knowledge management in service workflows to promote knowledge sharing.
Configurable Queues and SLAs
Organizes work with dynamic queues tailored to teams, priorities, and SLAs.
Contextual Integrations
Not just "integrates with" – here's the specific value each integration delivers:
Jira Software
Delivers: Integration with Jira Software connects service management with development workflows.
Bitbucket
Delivers: Connects Jira Service Management with Bitbucket for source code management and deployment tracking.
Confluence
Delivers: Knowledge management integration to document and share service knowledge.
Slack
Delivers: Chat collaboration and alerting integration with Slack for streamlined communication.
PagerDuty
Delivers: Incident management and alerting platform integration for escalation and on-call scheduling.
Opsgenie
Delivers: Alert and incident management platform for on-call scheduling and escalation.
Resources
Latest insights, guides, and templates to accelerate your decisions.
Downloads
Jira Service Management Product Guide
Case Studies
How Toyota Uses Jira Service Management to Accelerate IT
Case Study: Airbnb Transforms IT Service with Jira Service Management
Platform Updates
Jira Service Management Release Notes
Videos
Watch Jira Service Management in action.
Jira Service Management Overview
Jira Service Management Automation Tips
Pricing & Plans
Pricing information available upon request. Contact our sales team for custom pricing tailored to your needs.
Frequently Asked Questions
Common questions about Jira Service Management:
Jira Service Management is used to manage IT service requests, incidents, problems, changes, and assets in a centralized platform. It supports ITSM processes to improve service delivery and team collaboration.
Yes, it integrates natively with Jira Software, Bitbucket, and Confluence for seamless collaboration between IT service and development teams.
Yes, it offers powerful automation rules to streamline workflows such as routing tickets, sending notifications, and managing SLAs without manual intervention.
Yes, it supports both IT and business teams by providing customizable service request portals, queues, and workflows tailored to different organizational needs.
Jira Service Management is available in cloud and self-managed (data center) deployments to suit various organizational requirements.
Implementation Partners
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