Jira Service Management

Jira Service Management is a commercial service desk and IT service management (ITSM) product from Atlassian. It gives IT, operations and other internal service teams a structured place to receive, route and resolve requests from employees or customers, instead of handling them through scattered email threads.

Requests arrive through a portal or email and land in queues that agents work through, with service level agreements (SLAs) to track response and resolution targets. As a member of the Jira family it shares concepts such as issues, workflows and permissions with Jira Software, which makes hand-offs between support and development teams easier for organizations already using Atlassian tools.

It is a proprietary product sold by Atlassian, available as a hosted cloud service and, for larger organizations, in a self-managed Data Center edition. It is a common choice for teams that want ITSM practices such as incident, change and service request management without moving to a separate vendor ecosystem.