Jira Service Management (JSM) by Atlassian is an IT service management (ITSM) platform built for both internal IT teams and external customer support, with a strong focus on developer collaboration. It excels in ITIL processes like incident, problem, and change management. Key features include a customizable service portal, automated request queues, SLA management, and native integration with Jira Software for seamless dev-to-ops workflows.
Its target audience is tech companies, IT departments, and teams using Agile/DevOps practices. Pricing is based on agents, with a free plan for up to 3. It ranks for its unique strength in bridging the gap between support and development, facilitating rapid incident response and transparent communication.
| Apis | REST API, GraphQL API |
| Platform | Web-based |
| Languages | English (primary), multiple languages supported |
| Integrations | Atlassian Connect, Zapier, Slack, Microsoft Teams |
JSM offers a freemium model with basic features available for free, but advanced features require a paid subscription.
Yes, it supports integration with various Atlassian products and third-party tools via APIs and webhooks.
JSM provides robust incident management through automated workflows, prioritization, and resolution tracking.
Ideal for large IT teams and organizations requiring robust IT service management capabilities.
Been using Jira Service Management for a year now. It works fine for basic ticketing but gets clunky with more complex projects.
Been using Jira Service Management for a year now. It works fine for basic ticketing but gets clunky with more complex projects.
Been using Jira Service Management for a year now. It works fine for basic ticketing but gets clunky with more complex projects.
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