Jira Service Management

Jira Service Management (formerly Jira Service Desk) is Atlassian's enterprise IT Service Management (ITSM) platform that combines ITIL-aligned service management with modern DevOps and agile practices. Built on the Jira platform, Jira Service Management provides incident management, problem management, change management, asset management, knowledge management, and self-service portals with deep integration across the Atlassian ecosystem including Jira Software (development tracking), Confluence (knowledge base), Opsgenie (on-call and incident response), Statuspage (status communication), and Bitbucket (code repository). The platform enables IT teams, DevOps teams, customer support, HR, legal, and business teams to deliver high-velocity service management with automation, SLA tracking, asset discovery, and collaborative workflows. Jira Service Management offers flexible deployment options including cloud, data center (self-hosted), and hybrid, scaling from small teams to global enterprises with 200,000+ customers. With marketplace integrations (3000+ apps), REST APIs, and customizable workflows, Jira Service Management adapts to any service management process while providing visibility through dashboards, reports, and analytics.

Incident & Problem Management

  • Incident management L1/L2/L3 ticketing and triaging
  • Priority-based routing SLA-driven escalation
  • Major incident management dedicated workflows for critical incidents
  • Problem management root cause analysis and known error tracking
  • Post-incident reviews blameless retrospectives
  • Opsgenie integration on-call scheduling, alerting, and incident response
  • Statuspage integration real-time status communication
  • Slack/Teams integration collaboration in context

Change Management & DevOps

  • Change management change requests with approvals and CAB
  • Change calendar visual calendar of scheduled changes
  • Change risk assessment automated risk scoring
  • Emergency changes expedited approval workflows
  • DevOps integration linking changes to Jira Software issues and Bitbucket deployments
  • CI/CD integration deployment tracking from Jenkins, CircleCI, GitLab CI
  • Deployment gates automated approvals based on criteria
  • Change success metrics post-implementation review and KPIs

Asset & Configuration Management

  • Asset management IT asset inventory and lifecycle management
  • Asset discovery automated discovery with Insight Discovery or integrations
  • Configuration Management Database (CMDB) asset relationships and dependencies
  • Asset tracking hardware, software, contracts, licenses
  • Impact analysis identifying affected services and users
  • Barcode scanning mobile asset tracking
  • Software license management SAM and compliance tracking
  • Custom object schemas flexible asset data models

Knowledge Management & Self-Service

  • Service portal branded self-service customer portals
  • Request types customizable service catalog
  • Confluence integration embedded knowledge base articles
  • Intelligent search AI-powered article recommendations
  • Multilingual support multiple languages and locales
  • Chatbot integration virtual agent for automated responses
  • Approvals workflow-based approval processes
  • Customer notifications email and portal updates

Automation & SLAs

  • Automation rules no-code rule builder for workflow automation
  • SLA management configurable SLA goals with breach warnings
  • Multi-level SLAs multiple SLA tracks (response, resolution)
  • Business hours calendars working hours and holidays
  • Escalations automatic escalation on SLA breach
  • Notifications email, Slack, Teams notifications
  • Webhooks integration with external systems
  • Scheduled automation recurring tasks and cleanup

Reporting & Integrations

  • Dashboards customizable dashboards with gadgets
  • Pre-built reports incident volume, SLA performance, agent performance
  • Custom reports JQL (Jira Query Language) based filtering
  • Analytics insights time to resolution, CSAT, backlog trends
  • REST APIs comprehensive API for integrations
  • Marketplace apps 3000+ apps for extended functionality
  • SSO integration SAML, OAuth, LDAP, Active Directory
  • ITSM integrations ServiceNow, BMC Remedy, monitoring tools

Modernize IT Service Management with Jira Service Management

Deliver high-velocity service management with Jira Service Management. Unify IT, DevOps, and business teams with collaborative workflows, automation, and Atlassian ecosystem integration.

Request Jira Service Management Demo