Jira Service Management
About Jira Service Management
It provides service management experiences for IT, HR, facilities, and other teams. The product includes AI agents that answer employee questions using existing knowledge.
Products
- Rovo: AI capability providing search, chat, and AI agents for service and operations work.
Used for
- Spinning up a service desk
- Managing all requests in one place
- Automating change requests
- Detecting, resolving, and preventing incidents with AI
Who it is for
- IT support teams
- Engineering support teams
- IT operations teams
From Jira Service Management's own website, read 2026-10-23. How we build listings.
How to evaluate ITSM Platforms
This is how the CIOPages Research Team evaluates this category. It is not an assessment of Jira Service Management. It comes from our Enterprise Service Management (ESM) buyer guide.
25%
ITSM Core
Incident, problem, change, request management; ITIL 4 alignment; CMDB accuracy; SLA/XLA tracking
20%
Enterprise Workflow
Non-IT service catalogs (HR, Facilities, Legal), low-code workflow builder, cross-department orchestration
20%
AI & Automation
AI virtual agents, auto-classification, predictive intelligence, knowledge recommendations, generative AI
15%
Self-Service & Experience
Service portal, mobile app, conversational interface (Teams/Slack), employee experience metrics
10%
Integration & Platform
API-first architecture, iPaaS connectors, ITOM integration, observability tool integration, SSO/SCIM
10%
Reporting & Analytics
Real-time dashboards, custom reports, trend analysis, executive scorecards, benchmarking data
Other ITSM Platforms Vendors
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Quick Facts
www.atlassian.com/software/jira/service-management Pricing pageCategoryIT Service Management
SubcategoryITSM Platforms
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