Sold by: Atlassian
Deployed on AWS
Future-proof your ITSM practices with modern incident, change, asset, and configuration management that scales.
4.3
Overview
Jira Service Management is our service management solution for all teams. Jira Service Management is designed to help you unlock high-velocity teams by 1. empowering every team to deliver great service fast, 2. bringing visibility to work, and 3. accelerating the flow of work between development, IT, and business teams. Built on Jira, it encompasses deeper service management practices across service request, incident, problem, change, knowledge, asset, and configuration management.
To learn more and compare plans, please visit us at https://www.atlassian.com/software/jira/service-management/pricing or contact our sales team directly at https://www.atlassian.com/enterprise/contact?formType=pricing-quotes
Highlights
- Request Management - Manage work across teams with one platform so your employees and customers quickly get the help they need.
- Incident Management - Bring your development and IT operations teams together to rapidly respond to, resolve, and continuously learn from incidents.
- Problem Management - Group incidents to problems, fast-track root cause analysis, and record workarounds to minimize the impact of incidents.
Details
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Deployed on AWS
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
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Support
Vendor support
You can log a support ticket for any issues directly from the Atlassian Support channel found at https://support.atlassian.com/contact/#/ or check out any of our self help support documentation at
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Join us for a hands-on learning experience with iZeno, the first official Atlassian Specialized Partner in ITSM in APAC. iZeno is an Atlassian Platinum Partner with proven expertise in DevSecOps, Agile Development, and IT Service Management.
Empower your administrators and service desk managers to implement and maximize the potential of AWS-hosted Jira Service Management Cloud in your enterprise through our comprehensive 2-day class. This course is specifically designed to provide practical training and hands-on experience in utilizing the full range of Jira Service Management features. Attendees will gain proficiency in project and portal setup, customization, ITSM configurations (including service, change, incident, and problem management), as well as popular automations.
Do you need to offer your customers an omni-channel experience and have the tools to self- service and deflect using virtual assistants and knowledge management. Our experience in Jira Service Management leveraged with the tools within Amazon Connect provide the platform for the state of the art customer and employee experience.
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Manage End to End License Procurement and Billing for all your AWS Hosted Atlassian Products and marketplace apps.
Manage Renewals and Escalations.
Customer reviews
Krishan Rawat
Automated client support has streamlined access requests and centralizes ticket workflows
Reviewed on Apr 12, 2026
Review from a verified AWS customer
What is our primary use case?
I use JIRA Service Management to provide access management and address any technical issues because it documents what we have done and how we have done it. I can check live past tickets to work on them, which is how I work with JIRA Service Management .
I use JIRA Service Management for our client support operations. Clients raise ticket requests from Slack, and the portal requests come to me in JIRA Service Management project, where I deliver assistance. I can check requests from emails as well, and clients can also create tickets. I have added several automations, making JIRA Service Management perfect for providing client support.
What is most valuable?
JIRA Service Management offers many valuable features, including automations for tickets such as automated responses and automatic workflow changes. There is also the option to integrate with Slack, which allows users to get responses there and create tickets from Slack or email. I can add fields to differentiate every ticket type.
JIRA Service Management impacts my organization positively because it is easy to use, and everyone is happy to use it. In service companies, everyone is familiar with JIRA, so my company also uses it, making it easier for new users to join and get support. It saves me time, and my experience with JIRA Service Management is very good.
JIRA automation simplifies my day-to-day work immensely. For example, if any access tickets come through Slack, I have integrated the API to automatically grant access to the user's Slack. These automations make my team's work easy.
I have saved time with the automation, and there are also automated responses to users which make my work easier. I set up workflows that enhance efficiency.
What needs improvement?
I do not feel any features are missing in JIRA Service Management that need improvement.
In automation, sometimes when I select fields, not all fields are available, which can lead me to create a complex JQL query. However, I receive help from the support team to resolve these issues.
There are no other improvements needed for JIRA Service Management that I have not mentioned.
For how long have I used the solution?
I have been using JIRA for five years, and I have exposure to applications like JIRA Service Management, the main products, JIRA Product Discovery, and JIRA Assets and Confluence . These are all the Atlassian products my organization is using. JIRA Service Management offers many functionalities for client support, so it is very good to use.
What do I think about the stability of the solution?
JIRA Service Management is stable for my needs; I have not encountered any issues with reliability.
What do I think about the scalability of the solution?
JIRA Service Management's scalability is excellent; I just need to submit an email to indicate how many licenses I want.
How are customer service and support?
I have reached out to customer support whenever I face an issue in JIRA, especially when creating any automation. My experience has been great; I receive responses, but sometimes it results in wasting time.
Which solution did I use previously and why did I switch?
I am not using any other solution before JIRA Service Management.
What's my experience with pricing, setup cost, and licensing?
While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I also received support from JIRA support, making it a positive experience.
Which other solutions did I evaluate?
I evaluated Zendesk , but JIRA seems perfect for my needs.
What other advice do I have?
My advice for others looking into using JIRA Service Management is to go for it. I would rate my experience with JIRA Service Management a 10 out of 10.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Mani J.
Structured Ticketing and Automation That Streamline Issue Resolution
Reviewed on Apr 07, 2026
Review provided by G2
What do you like best about the product?
It has a structured ticketing system that keeps requests organized and easy to track. The built-in automation helps cut down on manual work and speeds up issue resolution. It also integrates well with other tools, which makes incident and service management more efficient overall.
What do you dislike about the product?
The interface and workflows can start to feel confusing once they’ve been heavily customized, making it harder to navigate and follow processes.
What problems is the product solving and how is that benefiting you?
It centralizes incidents, service requests, and changes into a structured workflow with clear ownership and responsibility. For me, this translates into faster response times, stronger accountability, and a more efficient, better-organized support operation overall.
reviewer2650416
Comprehensive task tracking has improved planning and provides clear productivity insights
Reviewed on Apr 07, 2026
Review provided by PeerSpot
What is our primary use case?
My main use case for JIRA Service Management is tracking tasks, stories, and epics.
I use JIRA Service Management to track work items, which are mapped to the subtasks in our workflow. Our workflow is designed such that once the program is specific, the epics are defined, and those epics are mapped with a couple of stories and subtasks, meaning the work item is fundamentally mapped to the system.
On a day-to-day basis, JIRA Service Management helps me track today's JIRAs for tomorrow's tasks, showing how many items are tracked. If I utilize automation, it can interlink with other tasks, whether in automated test cases, test frameworks, CI/CD frameworks, or project management frameworks.
What is most valuable?
What I appreciate most about JIRA Service Management is that when it is properly configured based on the program for task tracking, it can be effectively tracked and projected for the workbench structure. JIRA Service Management's burn-out chart and burn-up chart are very useful in tracking how many JIRAs have been closed and how many are open, and milestones can be utilized, making it the best part of the tool that people currently use.
I find that when we are tracking JIRAs in JIRA Service Management, particularly regarding the changes deployed, it becomes essential for closure. We leverage different tools to update validation results into JIRA Service Management, and those details can create a dashboard to present to management showing how many items are on hand, closed, or in progress.
JIRA Service Management has positively impacted my organization by measuring productivity, tracking individual, group, and domain productivity, and assisting other dependent teams as part of monitoring.
What needs improvement?
I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibility in API endpoints.
Regarding JIRA Service Management's API and support, the APIs being provided should include documentation on any new tools or features added, ensuring these updates reach the customers, including beta users.
A suggestion I have for improving JIRA Service Management is enhancing the UI tool for better integration with external tools or components in the open-source market to encourage easier plug-and-play configurations.
For how long have I used the solution?
I have been using JIRA Service Management since prior to my last company for around ten to twelve years.
What do I think about the stability of the solution?
In terms of stability, JIRA Service Management is reliable day-to-day as long as the data is fed in correctly.
What do I think about the scalability of the solution?
JIRA Service Management scales effectively as the number of users, projects, and work items increases, being used extensively across many large organizations.
How are customer service and support?
Regarding customer support for JIRA Service Management, I do not have direct access as there is a separate team, but based on licensing, support is available on a yearly or two-year basis.
Which solution did I use previously and why did I switch?
Before using JIRA Service Management, people in my organization utilized various different tools. It was not a fixed tool, but JIRA Service Management is very powerful and its scalability is significant, as prior to this, we customized programs around IBM tools or other open-source solutions.
Which other solutions did I evaluate?
My organization evaluated several options before choosing JIRA Service Management, as the evaluation focused on usability based on various programs before we acquired it.
What other advice do I have?
For anyone considering JIRA Service Management, I would advise that it is an excellent project management tool suitable for product management across small to large scales. It is scalable based on licensing, and its customizable workflows can meet a variety of customer needs from code integration to validation and releases. I would rate my overall experience with JIRA Service Management as an 8.5 out of 10.
Virginie R.
Highly Customizable Forms with Lots of Possibilities
Reviewed on Mar 24, 2026
Review provided by G2
What do you like best about the product?
All the possibilities of customization via the forms
What do you dislike about the product?
No real possibility for a full personalized service desk home page
What problems is the product solving and how is that benefiting you?
One sole service desk platform with access restrictions for specific group of people / Grouped request type to ease the user navigation
Retail
Smooth Support–Engineering Collaboration with Powerful Task Automation
Reviewed on Mar 10, 2026
Review provided by G2
What do you like best about the product?
The support and engineering teams work in the same environment, which makes collaboration smoother. It also offers powerful task automation.
What do you dislike about the product?
It’s complicated. Sometimes it can run slowly, especially on weaker hardware or with a slow internet connection.
What problems is the product solving and how is that benefiting you?
It helps me create automation rules, and I can connect it with external systems such as ERP and e-commerce platforms.