Jira Service Management (JSM) is Atlassian’s high-velocity ITSM (IT Service Management) platform. Built on the Jira engine, it is designed to help IT, operations, and business teams deliver service at scale.
As of late 2025, JSM has evolved significantly into a broader Enterprise Service Management (ESM) tool, moving beyond just IT help desks to support departments like HR, Legal, and Finance.
Key Capabilities and Features
Unlike standard Jira (which is for project tracking), JSM is built specifically for requests and support.
- Portal and Request Management: A user-friendly "Help Center" where customers or employees can submit requests without needing a Jira license.
- Incident & Problem Management: Tools for on-call scheduling, alerting, and root-cause analysis to handle technical outages.
- Change Enablement: Integrates with CI/CD tools (like Bitbucket or GitHub) to automate change approvals and minimize risk during deployments.
- Asset & Configuration Management: Powered by "Assets" (formerly Insight), it tracks hardware, software licenses, and their relationships in a CMDB.
- Knowledge Management: Integrates natively with Confluence to offer self-service articles that "deflect" tickets by answering user questions automatically.
Major 2025 Updates
Atlassian has recently introduced several transformative changes to the platform:
- The Service Collection: JSM is now often bundled as part of a "Service Collection," which unifies ITSM (IT support) and CSM (Customer Service Management) into one AI-powered package.
- Atlassian Rovo & AI Agents: New AI "Agents" can now automatically triage tickets, suggest resolution steps, and even perform actions like password resets or billing checks directly from the portal.
- New Workflow Editor: A modernized, drag-and-drop workflow editor is now the standard experience, making it easier for admins to build complex business logic.
- Multi-Page Portals: Organizations can now create more sophisticated, multi-page help centers that feel like full-scale internal websites rather than simple forms.
JSM vs. Jira Software
While they look similar, they serve very different purposes:
| Feature | Jira Software | Jira Service Management |
|---|---|---|
| Primary User | Developers & Project Managers | Service Agents & IT Ops |
| Focus | Building products (Scrum/Kanban) | Supporting users (Incidents/Requests) |
| Interface | Backlogs and Sprints | Queues and SLAs |
| End Users | Internal team members | External customers or employees |
| Key Metric | Velocity / Cycle Time | Time to Resolution / SLA Success |
Why Organizations Choose JSM
The biggest advantage of JSM is its connection to the development team. Because it lives on the same platform as Jira Software, an IT agent can link a customer’s bug report directly to a developer’s task. This eliminates the "silo" between the people who build the software and the people who support it.
Comments[0]