Sold by: Atlassian
Deployed on AWS
Future-proof your ITSM practices with modern incident, change, asset, and configuration management that scales.
4.3
Overview
Jira Service Management is our service management solution for all teams. Jira Service Management is designed to help you unlock high-velocity teams by 1. empowering every team to deliver great service fast, 2. bringing visibility to work, and 3. accelerating the flow of work between development, IT, and business teams. Built on Jira, it encompasses deeper service management practices across service request, incident, problem, change, knowledge, asset, and configuration management.
To learn more and compare plans, please visit us at https://www.atlassian.com/software/jira/service-management/pricing or contact our sales team directly at https://www.atlassian.com/enterprise/contact?formType=pricing-quotes
Highlights
- Request Management - Manage work across teams with one platform so your employees and customers quickly get the help they need.
- Incident Management - Bring your development and IT operations teams together to rapidly respond to, resolve, and continuously learn from incidents.
- Problem Management - Group incidents to problems, fast-track root cause analysis, and record workarounds to minimize the impact of incidents.
Details
Sold by
Delivery method
Deployed on AWS
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Introducing multi-product solutions
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Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Custom pricing options
Pricing is based on your specific requirements and eligibility. Request a private offer to receive a custom quote. Sign in to view any offers that have been extended to you.
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
You can log a support ticket for any issues directly from the Atlassian Support channel found at https://support.atlassian.com/contact/#/ or check out any of our self help support documentation at
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Empower your administrators and service desk managers to implement and maximize the potential of AWS-hosted Jira Service Management Cloud in your enterprise through our comprehensive 2-day class. This course is specifically designed to provide practical training and hands-on experience in utilizing the full range of Jira Service Management features. Attendees will gain proficiency in project and portal setup, customization, ITSM configurations (including service, change, incident, and problem management), as well as popular automations.
Join us for a hands-on learning experience with iZeno, the first official Atlassian Specialized Partner in ITSM in APAC. iZeno is an Atlassian Platinum Partner with proven expertise in DevSecOps, Agile Development, and IT Service Management.
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Customer reviews
Yulian R.
Customizable Queues and Automation That Save Hours—Plus Seamless Slack Alerts
Reviewed on Feb 17, 2026
Review provided by G2
What do you like best about the product?
The customizable queues and automation rules really stand out. I use the SLA tracking and asset management every day for our SOC tickets and compliance audits. The drag-and-drop reassignments are quick and save me a couple of hours each week during incident response. An unexpected win is how seamlessly it links with Slack for real-time alerts, so I can stay on top of updates without leaving my dashboard.
What do you dislike about the product?
The reporting dashboard feels clunky when I need custom security metrics. Pulling SLA breach data requires extra filters and exports, and that slows down my weekly compliance reporting by about an hour. The UI also feels overwhelming when I’m trying to do quick mobile checks during standups, and non-technical stakeholders tend to get lost when navigating the queues. A simpler drag-and-drop report builder, or a much better mobile view, would go a long way toward fixing this.
What problems is the product solving and how is that benefiting you?
We used to struggle with scattered email threads and spreadsheets to track SOC incidents and compliance audits, which led to slower responses and missed SLAs. Since moving to Jira Service Management, we’ve been able to automate ticket routing and set up SLA alerts, and the impact has been clear: about 30% faster resolution times and fewer escalations to execs. It’s also made audit prep much smoother—what used to take days can now be done in hours.
Precious M.
User-Friendly Ticketing That Just Works
Reviewed on Jan 31, 2026
Review provided by G2
What do you like best about the product?
We primarily use it for ticketing technical issues. It is great because you can search for an incident name if you are not sure what to choose. It also is user-friendly. Most users would be an able to figure out how to use it without training.
What do you dislike about the product?
I really don’t have any dislikes for Jira. I have worked with Jira at several companies, and it always serves its purpose.
What problems is the product solving and how is that benefiting you?
It keeps me productive. I work a demanding job, and need access to certain software, and I need my tools to work, so Jira is a easy and quick way to contact our It/HR department for any system issues.
Louise Nikki A.
Excellent Centralized Ticketing with Automation, SLA Tracking, and Seamless Integration
Reviewed on Jan 21, 2026
Review provided by G2
What do you like best about the product?
It does an excellent job of centralizing requests, incidents, and internal tasks in one structured system. I especially like the automation rules, SLA tracking, and seamless integration. It makes collaboration between support, technical teams, and stakeholders very efficient while maintaining clear visibility into ticket status and ownership.
What do you dislike about the product?
The initial setup and configuration can feel overwhelming, especially for new users or smaller teams without a dedicated admin. Some advanced workflows and automation rules also require trial and error to get right, and reporting can feel limited unless you customize dashboards extensively or use add-ons.
What problems is the product solving and how is that benefiting you?
It solves the problem of scattered communication and untracked support requests. By providing a single source of truth for tickets, SLAs, and escalations, it improves response times, accountability, and customer satisfaction. It also helps teams prioritize work more effectively and identify recurring issues through data and reporting, leading to continuous process improvement.
Sukanya N.
Service-Oriented Platform That Streamlines Ticket Management
Reviewed on Jan 08, 2026
Review provided by G2
What do you like best about the product?
Service oriented platform
Receive service requests via help centers, email, or embeddable widgets
Track progress and prioritize work in queues
Route tickets automatically
Receive service requests via help centers, email, or embeddable widgets
Track progress and prioritize work in queues
Route tickets automatically
What do you dislike about the product?
Complex setup
Limited ITIL features
Cost increase with scale
Performance issue with large instances
Limited ITIL features
Cost increase with scale
Performance issue with large instances
What problems is the product solving and how is that benefiting you?
Centralizes service delivery for IT and business teams
Improves visibility into workloads and timelines
Automates repetitive tasks
Helps meet Service Level Agreements (SLAs)
Improves visibility into workloads and timelines
Automates repetitive tasks
Helps meet Service Level Agreements (SLAs)
Karthik P.
Seamless Integration and Powerful Automation for Cross-Functional Teams
Reviewed on Jan 07, 2026
Review provided by G2
What do you like best about the product?
Stong integration with Software, good balance of power and usability, Built-in ITSM practices without heavy overhead, automation that’s easy to configure and good for cross functional teams.
What do you dislike about the product?
Can feel complex and heavy, large instances with many automations, assests, or integrations can feel slow, reporting is limited without add-ons, automation limits and complexity and licensing costs add up
What problems is the product solving and how is that benefiting you?
Centralizing work into trackable issues, making ownership, status, and priority explicit, real-time dashboards and boards, clear workflows and statuses, linking issues across projects and teams