Jira Service Management
by Atlassian
Service desk that brings development and IT operations together
What is Jira Service Management?
Jira Service Management is an ITSM solution that provides IT support requests, incident management, change management and asset management on the Jira platform. It includes features such as a self-service portal, SLA tracking, on-call management (Opsgenie capabilities), an asset database and a virtual agent. It lets software teams using Jira and IT operations work on the same platform. The free plan is available for up to 3 agents.
Key facts
- Starting price
- Free plan available
- Pricing model
- Freemium
- Active users
- —
- Customers
- —
- Vendor employees
- 12,000
- Launched
- 2013
- Deployment
- Cloud (SaaS), On-premise
- Platforms
- Web, iOS, Android
Strengths & considerations
Strengths
- Tight integration with Jira Software for dev and ops
- Free plan for small teams
- Flexible workflows and large marketplace of apps
- Free plan available
- Can run on-premise
Considerations
- Configuration can become complex
- Advanced ITSM features need higher tiers
- Reporting often needs add-ons
Editorial summary based on public information; not a user review.
Industries & use cases
Industries served
Typical use cases
- Agile sprint planning and issue tracking
- IT service desk and incident management
- Team knowledge base and documentation
Typical Deloitte services
- Agile and DevOps tooling transformation
- Data Center to cloud migration
- IT service management implementation
Editorial profile based on public information.
Features
✓Workflow automation· Automation
✓AI features· Automation
✓Chatbot· Communication
✓Knowledge base· Communication
✓SLA management· Communication
✓GDPR compliance· Compliance
✓SOC 2· Compliance
✓ISO 27001· Compliance
✓API access· Integrations
✓Webhooks· Integrations
✓Integrations marketplace· Integrations
✓Mobile app· Platform
✓Multi-language· Platform
✓Custom reports· Reporting
✓Dashboards· Reporting
✓Single sign-on (SSO)· Security
✓Two-factor authentication· Security
✓Role-based access· Security
✓Audit log· Security
User reviews
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