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
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Deployed on AWS
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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.
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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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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.
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.
Do you need to offer your customers an omni-channel experience and have the tools to self- service and deflect using virtual assistants and knowledge management. Our experience in Jira Service Management leveraged with the tools within Amazon Connect provide the platform for the state of the art customer and employee experience.
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Customer reviews
Yash R.
User-Friendly JIRA with a Great Kanban Board for Incident Tracking
Reviewed on Jun 05, 2026
Review provided by G2
What do you like best about the product?
I have used JIRA for incident management and it's UI was great and user friendly, it is easy to adept and it's kanban board is very useful for maintaining incidents, tracking is very cool. we can easily track tickets and also can automate the process
What do you dislike about the product?
Integration with other app is very difficult and and as a new person there are some problem to go through dashboard at kanban board, jira seems complex for setup and costly as well
What problems is the product solving and how is that benefiting you?
Tracking tickets via maintaining dashboards and also maintain day by day progress over those service management tickets
Tanu S.
Jira Makes Project Management Possible with Smarter Pipelines and AI Power
Reviewed on Jun 04, 2026
Review provided by G2
What do you like best about the product?
We have been using Jira software for a couple of years now, and it has helped us a lot, especially with task optimisation, clearer pipelines, and better resource allocation. In short, I’d put it this way: project management without Jira wouldn’t be possible for us, especially with their AI power tool.
What do you dislike about the product?
I believe the pricing can be much better, and sometimes we feel lag when it comes to shifting the view of tiles, so that is something which we don’t like, but otherwise, I feel I mean the premium or the premium pricing can be little more better
What problems is the product solving and how is that benefiting you?
I mean, like every other business, one thing which is scattered data and scattered request that has one thing which Jira has solved for us in a good way because it has given us the easiest way to look at the complex things
Abhishek S.
Boosts Efficiency with Easy Integrations
Reviewed on Jun 03, 2026
Review provided by G2
What do you like best about the product?
I use Jira Service Management to handle our day-to-day IT requests, employee access requests, system issues, project tracking, and visibility. I find that efficiency is the most important thing Jira Service Management provides. I like how easy it is to work on day-to-day tasks. The integration with other platforms is quite easy, keeping everyone on the same page. For example, receiving updates or alerts about any ticket or project on Slack makes life super easy.
What do you dislike about the product?
A couple of things come to mind. First, some configuration and permissions can be harder to understand than they need to be, especially when you are setting up a new project or request type. A simpler and more intuitive permission structure would help. At times, it can be difficult to understand why certain users can or cannot access specific projects. It was quite challenging initially.
What problems is the product solving and how is that benefiting you?
Jira Service Management enhances efficiency, making day-to-day tasks easier. Integration with other platforms keeps everyone on the same page, simplifying updates and alerts, particularly through Slack.
Aryan S.
Straightforward Ticket Tracking That Speeds Up Issue Resolution
Reviewed on Jun 03, 2026
Review provided by G2
What do you like best about the product?
What I like best about Jira Service Management is that I don’t have to keep following up on emails to know what’s happening with my request. Whenever I raise a ticket, I can easily check the status and see updates in one place. It’s pretty straightforward to use, even for someone who isn’t from a technical background. I also like that nothing gets lost in long email chains anymore. It has made it much easier for me to reach the right team and get issues resolved faster.
What do you dislike about the product?
when you’re trying to find specific information, especially if there are a lot of tickets and updates. The interface has many options, which is useful, but for occasional users it can take some time to figure out where everything is. Also, some notifications can be repetitive, and I end up receiving more emails than I really need.
What problems is the product solving and how is that benefiting you?
For this i just have one word which is efficiency, efficiency because more structured way and having visibility of everything you need
Sanit S.
Best-in-Class Ticket Management for Tracking Issues and Connecting with Users
Reviewed on Jun 03, 2026
Review provided by G2
What do you like best about the product?
Its ticket management system is best, It helps in tracking issues and helps in building connection with users
What do you dislike about the product?
Jira is lil costly and it is not much user friendly and Dashboard feature can be improved
What problems is the product solving and how is that benefiting you?
It helps in Issues management, ticket handling, collaboration with user, easy communication