Jira Service Management
High-velocity service management for all teams.
Overview
Jira Service Management is a service desk solution from Atlassian that connects IT, Dev, and business teams. It includes capabilities for incident management, change management, and service requests. With the integration and eventual replacement of Opsgenie, it has become a central hub for on-call scheduling, alerting, and major incident response within the Atlassian ecosystem.
✨ Key Features
- IT Service Desk & Ticketing
- Incident Management & Post-mortems
- On-Call Scheduling (via Opsgenie integration)
- Change Management
- Asset Management
- Knowledge Base (Confluence)
🎯 Key Differentiators
- Unbeatable integration with Jira Software for Dev+Ops workflows
- Transparent and competitive pricing compared to traditional ITSM tools
- Flexibility to serve both IT and business teams (ESM)
- Strong knowledge management capabilities with Confluence
Unique Value: Unlocks high-velocity IT by connecting development, operations, and business teams on a single platform, enabling faster flow of work from request to resolution.
🎯 Use Cases (4)
✅ Best For
- Managing the full lifecycle of incidents, from alert to post-mortem, within the Atlassian suite.
- Connecting development work in Jira Software with operational incidents.
- Providing a central service desk for IT and business teams.
💡 Check With Vendor
Verify these considerations match your specific requirements:
- Teams not invested in the Atlassian ecosystem.
- Users looking for a lightweight, standalone on-call tool.
🏆 Alternatives
Offers a more developer-friendly and integrated approach to service management than traditional ITSM tools like ServiceNow, and is more IT-focused than general customer support platforms like Zendesk.
💻 Platforms
🔌 Integrations
🛟 Support Options
- ✓ Email Support
- ✓ Phone Support
- ✓ Dedicated Support (Enterprise tier)
🔒 Compliance & Security
💰 Pricing
✓ 7-day free trial
Free tier: Up to 3 agents, basic service desk features.
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