#2 Ranked Solution

4.3 (G2)

Jira Service Management

Collaborative IT service management with ITIL workflows integrated with Jira

Free up to 3 agentsFree, Standard, Premium, EnterpriseMid-market to Enterprise (50-5000+)

Overview

Jira Service Management is Atlassian's ITSM solution built on the Jira platform, offering collaborative IT service delivery with ITIL workflows. It features native integration with development tools, Opsgenie for on-call management, Statuspage for communication, and conversational ticketing via Slack and Microsoft Teams. Premium tier includes CMDB for asset management, virtual agent for AI-powered support, and advanced incident management capabilities.

Key Features

Incident Management

Problem Management

Change Management (Standard+)

Service Request Management

Knowledge Base

Asset Management/CMDB (Premium+)

SLA Management

Automation Rules

Opsgenie (on-call)

Atlassian Intelligence/Rovo Agent (Premium+)

Jira integration

Confluence integration

Slack/Teams integration

Key Strengths

Excellent for dev teams

Native Jira integration

Conversational ticketing

Strong collaboration features

Flexible automation

Good documentation

Scalable pricing

Developer-friendly

Perfect For

Mid-market companies using Atlassian products, Development-focused IT teams, Organizations needing dev-ops alignment, Teams wanting collaborative ITSM, Companies with existing Jira infrastructure, Agile organizations

Available Features - depending on plan

Communication Channels

Communication Channels - Phone

Communication Channels - Chat

Communication Channels - Widget

ServiceBot on Slack

Support Portal

Multiple Portal Languages

Portal Customization

Service Management

Incident Management

SLA Management

Service Catalog

Problem Management

Workload Management

Compliance & Security

SOC 2 Compliance

Domain Restriction

Custom Domain Mapping

Access Controls

Automation & Workflow

Productivity Enhancers

Workflow Automator

Canned Responses

Round Robin Ticket Assignment

Scheduler

Business Rules

Custom Task Workflows

Project Management

Task Management

Connector App Tasks

Waterfall Mode

Project Templates & Clones

Roadmap Planning

Reporting on Project tasks

Custom Task Types

Custom Task Statuses

Custom Task Fields

Private Projects

Additional Project Management Licenses

Other Features

Knowledge Management

Occasional Agents

CSAT Surveys

Service Health Monitoring

Workspaces

Time Tracking

Team Dashboard

Priority Matrix

Agent Collision Detection

Custom Mailbox

Multiple Business Hours

Knowledge Base

Community forums

Hybrid Mode

@mentions

Pricing & Suitability

Find out if this solution fits your budget

Free, Standard, Premium, Enterprise

From £16-20per agent/month

Starting price

Free Trial

Free up to 3 agents

Best For

Mid-market to Enterprise (50-5000+)

Setup Complexity

Moderate - good documentation

Why Choose This?

Proven with Mid-market to Enterprise (50-5000+) companies

Moderate - good documentation setup

Support & training included

Customer Reviews

4.3

4.3/5 (G2)

Based on G2 reviews

Very Good

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