Jira Service Management
Product · SaaS / cloud software · Customer support by Atlassian
Unlock high-velocity service management with AI-powered ITSM.
Jira Service Management is an AI-powered ITSM platform that unites IT, Dev, and business teams to deliver high-velocity service. It is the ideal choice for organizations seeking to automate support with AI agents and gain deep context through the Teamwork Graph.
- Languages
- English, French, German
Category: Customer Support Software
- Deployment
- Cloud, Data Center
- Platforms
- Web, iOS, Android
- Integrations
- Slack, Google, Microsoft, Apple, GitHub, CI/CD tools
- Editions
- Free, Standard, Premium, Enterprise
- Mobile Apps
- iOS, Android
- AI Engine
- Atlassian Rovo
- AI-powered ITSM for incident response and change management
- Trusted by over 65,000 teams worldwide
- Part of the Atlassian Service Collection with Rovo AI
- Available on Cloud and Data Center deployments
Overview
Jira Service Management is an AI-powered IT service management (ITSM) platform designed for software, IT, and business teams to deliver service at scale. It enables organizations to manage incident response, change management, and request fulfillment within a single system of work. It integrates development and operations by automating change risks from CI/CD tools and grouping related alerts to prevent incidents. Used by over 65,000 teams, it is delivered as a SaaS solution on the Atlassian Cloud and is also available for Data Center deployments.
AI and Automation
- Incident Prevention: The platform uses AI to detect incidents early, group related alerts, and analyze root causes to prevent service disruptions.
- Rapid AI Setup: AI-assisted configuration and out-of-the-box templates allow teams to go live quickly without complex deployments.
- Agent Intelligence: AI helps agents find answers, summarize complex issues, and resolve problems faster using organizational knowledge.
Service Management Operations
- Teamwork Graph Context: The Teamwork Graph surfaces relationships between incidents, changes, assets, and people to recommend actions based on organizational history.
- Change Management: Teams can intelligently assess the risk of changes and automate workflows directly from CI/CD tools.
- Cross-Team Collaboration: The platform unites development, IT, and business teams like HR and Finance on a single system of work.
- Asset Tracking: Assets and configuration management are integrated to track IT infrastructure components and applications.
Customer and Employee Experience
- Self-Service Portal: A customizable help center allows employees to find articles, forms, and ask Rovo for help.
- Request Transparency: Full visibility and tracking are provided for both agents and customers to see the status of requests at any time.
- Service Templates: Pre-built templates are available for professional services, procurement, and HR to suit specific business needs.
Use cases
- IT teams use AI agents to resolve common employee requests 24/7 across chat and email.
- Operations teams group related alerts and analyze root causes to proactively prevent service incidents.
- DevOps teams automate change risk assessments directly from CI/CD tools to deploy software faster.
- HR and Finance teams use pre-built templates to manage internal service requests and procurement.
Specifications
- Deployment
- Cloud, Data Center
- Platforms
- Web, iOS, Android
- Integrations
- Slack, Google, Microsoft, Apple, GitHub, CI/CD tools
- APIs and SDKs
- REST API for operations, requests, and organizations; Forge JavaScript API; Connect JavaScript API
- Editions
- Free, Standard, Premium, Enterprise
- Languages
- English, Chinese, German, Spanish, French, Italian, Korean, Dutch, Japanese, Portuguese, Russian, Polish
- Mobile Apps
- iOS, Android
- AI Engine
- Atlassian Rovo
- Data Layer
- Teamwork Graph
- Integration Frameworks
- Forge, Connect
- API Type
- REST, GraphQL
How it works
- Sign up and Access: Users can sign up for a free trial or a specific plan using a work email or existing Google, Microsoft, or Slack accounts.
- Configuration and Setup: Teams can use AI-assisted configuration and out-of-the-box templates to set up their service desk and help center quickly.
- Service Delivery: AI agents are deployed across channels like chat and email to handle common requests, while the Teamwork Graph connects data for complex issues.
Pricing
- Free
- Free for up to 3 agents
- Standard
- From $22 per agent per month (estimated)
FAQ
What is Jira Service Management?
Jira Service Management is an AI-powered platform that unites development, IT, and business teams to deliver service at scale, covering incident response, change management, and request fulfillment.
Is Jira Service Management part of a collection?
It is part of the Service Collection, which also includes Customer Service Management, Assets, and Rovo apps to provide a complete service experience.
Does it include AI capabilities?
Yes, AI experiences and agents powered by Rovo are included in Standard and above editions for service use cases like request and incident management.
Are there different plans for different team sizes?
Yes, it is available for small teams with a free plan and for large organizations through Premium and Enterprise editions.
Added by AntSpace from public sources (atlassian.com).