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
Sold by
Delivery method
Deployed on AWS
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Pricing
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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.
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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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Customer reviews
Computer Software
Easy to Use, But Setup is Time Consuming
Reviewed on Apr 29, 2026
Review provided by G2
What do you like best about the product?
I find Jira Service Management relatively easy to use once you get used to it. I use the automatic notification of tickets to alert appropriate employees of their tasks, which I really value.
What do you dislike about the product?
Initial setup is quite time consuming. The initial setup wasn't so easy.
What problems is the product solving and how is that benefiting you?
I use Jira Service Management to keep tasks in one place and review team work, and I value the automatic notifications that alert employees of their tasks.
Sukesh Reddy M.
Great Tool for Collecting User Requests
Reviewed on Apr 22, 2026
Review provided by G2
What do you like best about the product?
A good tool for collecting requests from users.
What do you dislike about the product?
Some settings aren’t customizable, which is frustrating. I also don’t like the billing tier structure.
What problems is the product solving and how is that benefiting you?
We mainly use it to collect ideas from both within the company and from external contributors.
Tom S.
Powerful and Customisable, but a Steep Learning Curve and Hard-to-Navigate UI
Reviewed on Apr 21, 2026
Review provided by G2
What do you like best about the product?
This is a really powerful tool with great features. It offers plenty of customisation options and is quick to use, with updates that take effect immediately.
What do you dislike about the product?
The enormous learning curve, it's really hard to find what you're looking for at first, it often takes clicking through 20+ tabs to find one small hidden section, the UI is difficult.
What problems is the product solving and how is that benefiting you?
Great way to manage huge ticketing system services by bringing in admins, customers, users etc. all working together.
Information Technology and Services
Powerful No-Code Automation and Flexible ITSM Workflows
Reviewed on Apr 16, 2026
Review provided by G2
What do you like best about the product?
A no-code automation engine with a flexible ITSM workflow, strong automation capabilities, and a clean customer portal that keeps dev, IT, and business teams aligned in one tool.
What do you dislike about the product?
There are too many fields for what should be a simple request, and the options for sharing data are poor and not very convenient.
What problems is the product solving and how is that benefiting you?
It centralizes access requests, data issues, and dependencies, and it adds prioritization and SLAs. It helps ensure work is tracked, visible, and resolved.
Computer & Network Security
Seamless Jira Integration and Transparent Work Status
Reviewed on Apr 15, 2026
Review provided by G2
What do you like best about the product?
alignment/integration with Jira, transparency of work status, IT support,
What do you dislike about the product?
expensive, continuous maintenance, complex setups of UI
What problems is the product solving and how is that benefiting you?
It is working with JSM that helps with centralized request management and standardize process