Jira Service Management — AI-powered ITSM by Atlassian

Jira Service Management is Atlassian's IT service management software, described on its product page as a way to unlock high-velocity service management by uniting teams on a single AI-powered platform. It covers incident response, change management and request fulfilment, and scales experiences across service teams including IT, HR and facilities. The product page lists Google, Microsoft, Apple and Slack among the organisations shown as customers. It is listed among Atlassian's recommended products alongside Confluence and Rovo.

• AI-powered ITSM for service at scale
• Covers incident response, change management and request fulfilment
• Used across IT, HR, facilities and other service teams

The product groups its capabilities by the type of team using it. Each group has its own set of described functions, from spinning up a service desk through to automating change requests and customising a help centre. Demonstrations are offered for each team type from the product page.

• IT support — spin up a service desk, manage requests in one place, automate interactions with AI
• Engineering support — triage unplanned work, manage requests, link requests to Jira issues
• Employee support — fast self-service and an AI-powered virtual service agent
• IT operations — automate change requests, deploy with confidence, detect and resolve incidents with AI
• HR service — customisable help centre, prebuilt templates, virtual service agent

Jira Service Management presents three AI themes: 24/7 self-service, AI teammates and smart context. AI agents answer employee questions by drawing on existing knowledge, while also spotting knowledge gaps and drafting new articles. Further AI agents triage incoming requests and suggest resolution steps so service teams can focus on higher-impact work. Atlassian's Teamwork Graph connects people, work and goals across Atlassian and third-party tools so that AI draws on relevant context without heavy setup or additional integrations.

• Always-on AI agents for employee questions
• Automatic detection of knowledge gaps and article drafting
• AI request triage and suggested resolution steps
• Context supplied by the Teamwork Graph

The product connects development and operations teams on one platform so Dev teams can ship quickly while Ops teams retain oversight to approve changes and limit service disruption. AI is used to group related alerts and help responders act on the highest-priority incidents. Bitbucket Pipelines integrates with Jira Service Management for deployment approval workflows, automating change management processes.

• Visibility across Dev and Ops on a single platform
• Change approval oversight for Ops teams
• Alert grouping and incident prioritisation with AI
• Deployment approval workflows via Bitbucket Pipelines

Jira Service Management is now part of Atlassian's Service Collection, a group of apps and AI agents for service delivery across the enterprise. The collection also includes Customer Service Management, Assets and Rovo, with Rovo providing the AI experiences. The collection is positioned around employee and customer service experiences, service resilience and asset and configuration tracking. Atlassian notes that Assets is available to all Standard customers.

• Service Collection includes Jira Service Management, Customer Service Management, Assets and Rovo
• Rovo supplies AI experiences across the collection
• Assets available for all Standard customers

The Jira Service Management product page invites visitors to join a demo and to see features for individual team types. Pricing and feature details for the wider bundle are available through the Service Collection page, which also offers a trial and a contact sales route for enterprise enquiries. Atlassian publishes the product at atlassian.com/software/jira/service-management.

• Join a demo from the product page
• Try Service Collection or contact sales
• Features and pricing listed on the Service Collection page