Customer Support & Help Desk
Jira Service Management
Enterprise IT service management at high velocity, built on Atlassian.
4.3· 900 reviews· via G2Founded 2002 · Sydney, Australia
What is Jira Service Management?
Jira Service Management is Atlassian's IT service management and service desk product, built on the Jira platform. It provides request and incident management, change and asset management, and tight integration with Jira Software for dev-ops collaboration.
Best known for: ITSM service desk built on the Atlassian platform
Key features
- IT service desk and ticketing
- Incident, problem, change management
- Asset and configuration management
- Self-service portal and knowledge base
- SLA tracking and automation
- Deep Jira and Confluence integration
Who Jira Service Management is best for
- IT and DevOps teams already in the Atlassian ecosystem
- Orgs that need full ITIL incident, problem, and change management
- Teams wanting request portals with only agents billed, not submitters
Ideal team: IT, DevOps, and internal-service teams already using Jira/Confluence that need ITIL-grade incident, problem, and change management.
Jira Service Management pricing
Free
$0
- Up to 3 agents
- Knowledge base
- Basic automation
Popular
Standard
$20/per agent / mo
- SLAs
- Custom automation
- Audit logs
Premium
$51/per agent / mo
- Incident/problem/change mgmt
- AIOps virtual agent
- 24/7 support
Costs to watch before you commit
- Premium is ~2.5x Standard; full ITSM and AIOps are gated behind it.
- Advanced Assets and asset management require Premium.
- Per-agent cost only steps down at breakpoints (~15/25/50/100/200 agents).
- Enterprise plans are annual-only.
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