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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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
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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
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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
Priyanka B.
Jira Service Management for Efficient Ticket Tracking and Support Workflow
Reviewed on May 15, 2026
Review provided by G2
What do you like best about the product?
What I like best about Jira Service Management is how it brings requests, workflows, and tracking together in one place. It makes it easier to manage work from submission to resolution without losing visibility.
I also like its automation and SLA features because they help teams respond faster and stay organized. The collaboration and reporting capabilities are useful too, especially when multiple teams need to stay aligned on support or service issues.
I also like its automation and SLA features because they help teams respond faster and stay organized. The collaboration and reporting capabilities are useful too, especially when multiple teams need to stay aligned on support or service issues.
What do you dislike about the product?
One thing I dislike about Jira Service Management is that it can feel complex to configure and maintain. If the setup is not tailored well, the workflows, permissions, and ticket structure can become harder to manage than they should be.
I also find that some parts of the interface and ticket formatting can feel less smooth than expected, especially when teams want a very simple support experience. In larger setups, it can take quite a bit of effort to keep everything organized and aligned with the process.
I also find that some parts of the interface and ticket formatting can feel less smooth than expected, especially when teams want a very simple support experience. In larger setups, it can take quite a bit of effort to keep everything organized and aligned with the process.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps solve the problem of scattered support requests by bringing everything into a single, organized workflow. This makes it easier to track issues clearly, cut down on back-and-forth, and ensure requests move through the right steps without getting lost.
It also improves visibility and collaboration across teams. You can quickly see ticket status, move approvals along faster, and automate repetitive tasks, which saves time and lets teams focus on more important work.
It also improves visibility and collaboration across teams. You can quickly see ticket status, move approvals along faster, and automate repetitive tasks, which saves time and lets teams focus on more important work.
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.