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From self-service to incident management
Jira Service Management by Atlassian is a leading, highly flexible IT Service Management (ITSM) solution designed specifically for modern, agile teams in IT, development, and business.
Independent B2B performance index (0–100 points). It is calculated mathematically and without subjective influence from four verified pillars: company stability, aggregated feedback from publicly available online sources, documented compliance certifications, and operational transparency. Comparable with other software providers.
BenchTrust Index weighting: Company stability 25 points · Customer reviews 30 points · Compliance & security 25 points · Transparency 20 points. Without reviews a neutral average is used; a few reviews move it only slightly
Review data basis: G2 (900), Capterra (700)
BenchTrust takes the average rating and review count from the review platforms listed. BenchTrust does not itself verify whether individual reviews come from actual customers; according to the platforms, they apply their own verification procedures.
Headquarters
Sydney, Australia
Employees
10,000+
Founded
2002
Jira Service Management by Atlassian is a leading, highly flexible IT Service Management (ITSM) solution designed specifically for modern, agile teams in IT, development, and business. Founded in 2002 in Sydney, Australia, Atlassian has grown into a global market leader with over 10,000 employees. The platform is built on the proven Jira infrastructure, enabling seamless collaboration between service and development teams. Core features include comprehensive incident, problem, change, and configuration management, as well as an intuitive self-service portal for end users. Through smart queues, dynamic forms, and an integrated knowledge base, requests can be efficiently structured and resolved. Particularly noteworthy are the powerful automation features and the increasing use of artificial intelligence (AI), which minimize routine tasks and accelerate support interactions. Jira Service Management breaks down traditional silos, offering a transparent, scalable solution for internal IT support as well as external customer service.
No verified certifications (such as ISO 27001 or SOC 2) are currently listed for this provider. Information about compliance with standards such as GoBD or GDPR may still be available.
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Answers are based on the website and documents of Atlassian (Jira Service Management).
Feature Set & ITSM Capabilities
Integration into the Atlassian Ecosystem (Jira, Confluence, Dev Tools)
Customizability & Configurability of Workflows/Portals
Ease of Use for Agents and End Users
Customer reviews for Atlassian Jira Service Management present a positive overall picture of a powerful ITSM tool with a strong feature set and tight integration into the Atlassian ecosystem. The extensive ITSM features, flexible configurability of workflows and portals, and good collaboration with Jira Software and Confluence are highly praised; critical points primarily concern the increasing complexity of larger installations, licensing costs sometimes perceived as high, and an interface that is not intuitive for all users. Jira Service Management is particularly suitable for medium to large enterprises that already use Atlassian products or work in a highly process-driven manner and are looking for an integrated, customizable ITSM or service desk system for IT and non-IT teams.
AI-generated summary
BenchTrust takes the average rating and review count from the review platforms listed. BenchTrust does not itself verify whether individual reviews come from actual customers; according to the platforms, they apply their own verification procedures.
Atlassian is driving the development of Jira Service Management (JSM) forward through the increased use of artificial intelligence (Atlassian Intelligence) and expanded features for Enterprise Service Management (ESM). Alongside technological product updates, the company is strengthening its market position through strategic partnerships and targeted expansion in the enterprise segment of global regions. The new virtual agents and automated workflows are primarily aimed at IT and non-IT teams to increase operational efficiency and break down silos.
Source: Publicly available product updates or press releases from Atlassian (Jira Service Management).