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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Delivery method
Deployed on AWS
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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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Customer reviews
Rosario T.
Centralizes Ticket Management with Customization Challenges
Reviewed on May 08, 2026
Review provided by G2
What do you like best about the product?
I like Jira Service Management because it has a nice way to visualize all the tickets in one place. It's helpful for tracking tickets and assigning workload to people. I also value being able to get reports on how many tickets we are getting and the complete time rate.
What do you dislike about the product?
It's really hard to make Jira Service Management tailored to our company because it requires a lot of research and education. It's not so intuitive when trying to create something customized for the company.
What problems is the product solving and how is that benefiting you?
I use Jira Service Management to centralize tickets from employees for support, distribute workload efficiently, and track issues to ensure none are left unresolved.
Robert N.
Dynamic Forms and a Customer Portal That Scale Effortlessly
Reviewed on May 07, 2026
Review provided by G2
What do you like best about the product?
The forms that allow dynamic fields to capture the correct information, along with the portal and the ability to have unlimited number of customers along with the costs
What do you dislike about the product?
Though it does work with erxternal customer support it could use improvements in that arena
What problems is the product solving and how is that benefiting you?
I use for intake requests from the company for needing my services for anything. Also for ITSM based support.
Shah Nawaz K.
Easy-to-Use, High-Performance JIRA with Strong Integrations
Reviewed on May 06, 2026
Review provided by G2
What do you like best about the product?
JIRA has an easy-to-use interface and delivers high performance, and I haven’t run into negative issues like unresponsiveness. Its strong ability to integrate with other tools is another big plus. Pricing and support are also major reasons I choose to use JIRA.
What do you dislike about the product?
Sometimes it lags and when it becomes heavy, it uses higher bandwidth
What problems is the product solving and how is that benefiting you?
I work in managed services and project management, focusing on client integrations with monitoring tools. This plays a vital role in supporting ITSM and ITIL processes.
אייל .
Strong Jira/Atlassian Integration, but Pricing and Licensing Flexibility Need Work
Reviewed on May 04, 2026
Review provided by G2
What do you like best about the product?
The integration with Jira and the Atlassian ecosystem.
What do you dislike about the product?
Pricing feels a bit high, and I can’t separate the licenses for Jira and JSM, which makes it harder to manage them the way I’d like.
What problems is the product solving and how is that benefiting you?
Support management.
Margarita Rosa C.
Great tool for automating requests.
Reviewed on May 01, 2026
Review provided by G2
What do you like best about the product?
One of my clients introduced me to Jira as a way to automate a process for the maintenance department. Since then, I’ve been able to get all the traceability I need whenever I request an equipment repair.
What do you dislike about the product?
I don’t use it very often, but one issue I’ve noticed is that sometimes the notification doesn’t come through to my email when there’s an update to the request.
What problems is the product solving and how is that benefiting you?
That equipment repair process is much quicker. It takes me fewer steps to place an order request. Before Jira, I needed to send an email to the client and then wait for him to continue the process.