Jira Service Management
atlassian.com/software/jira/service-managementBuild Difficulty: 4/5
A few focused days to build a solid replacement
Revolutionize IT Support with Jira Service Management
How to Replace Jira Service ManagementOverview
Features
61 features across 21 categories
AI(6)
Provide always-on support with AI agents that draw on existing knowledge and spot knowledge gaps while drafting new articles
Collaborate with AI agents that triage requests and intelligently suggest resolution steps
AI-powered conversational support that instantly answers employee questions with AI agents drawing on existing knowledge
AI-powered agents for employee support, operations, and customer service with search and chat capabilities
AI-powered search and chat tools for accelerating operations workflows
Atlassian's Teamwork Graph connects people, work, and goals across Atlassian and third-party tools for AI to draw on right context
AIOps(4)
Automatically create incidents from grouped alerts using AI
Leave post-incident reviews to AI. Generate incident summaries quickly so teams can save time and learn from past incidents
Quickly assess change risk with AI-powered risk scoring and mitigation suggestions to prevent incidents and streamline approvals
Use AI to group related alerts and escalate them to incidents
Administration(2)
Manage users and security at scale with advanced governance controls like advanced encryption and Shadow IT controls
Enable data isolation and administrative autonomy with up to 150 instances customized for different teams
Analytics(2)
Aggregate data from across Atlassian toolchain for holistic insights that drive better decision making
Query external data sources and gain insights across Atlassian products
Asset Management(4)
Manage the lifecycle of assets and services. Gain visibility into dependencies, troubleshoot incidents, and minimize risk
Track and manage the ownership and lifecycle of any asset or service for inventory, auditing, and more
Define dependency or containment relationships to track correlation status between services
Register IT services providing additional context for changes. Link issues to affected services and streamline incidents
Automation(1)
Increase efficiency by replacing manual, time-consuming work with automated processes and workflows
Change Management(5)
Schedule changes happening across your organization to provide visibility and avoid conflicts
Configure multi-user and group approvals based on change management practices
Score the risk of a change using a Jira automation-powered risk assessment engine
Allow or prevent deployments at specific points in change management process using connected CI/CD tool
Create change requests when team initiates deployments to selected services
Collaboration(1)
Supercharge collaboration by connecting Dev and Ops teams to accelerate deployments and minimize risk
Communication(2)
Create branded, real-time public status pages to keep customers informed
Customers, agents, and admins can receive unlimited email notifications about request activity
Core ITSM(6)
Store assets to manage inventory efficiently, track ownership and lifecycles, and reduce costs
Empower IT operations teams with richer contextual information around changes from software development tools to make better decisions and minimize risk
Gain visibility into the infrastructure that supports critical applications and services. Understand service dependencies to minimize risk
Bring development and IT operations teams together to rapidly respond to, resolve, and continuously learn from incidents
Group incidents to problems, fast-track root cause analysis, and record workarounds to minimize the impact of incidents
Manage all requests in one place with omni-channel support including email, chat, embedded widget, and customer portal
Data Management(1)
Alert data retention from 1 month (Free) to 5 years (Enterprise) before automatic deletion
Incident Management(9)
Monitor systems that forward alerts to be aware of any communication gaps
Identify affected services, track issues, escalate to correct team, and address root causes with post-incident reviews
Route alerts to the right team or responder with unlimited alerts, email notifications, SMS, and voice options
Manage and respond to incoming alerts with routing rules, escalation policies, and on-call schedules
Send internal communications about ongoing incidents. Invite, update, and email internal and external stakeholders
Pre-configured incident templates to streamline incident management
Log incidents manually, with automatic alerts, or via API
Create routing rules, escalation policies, and on-call schedules to manage who is notified of alerts
Keep tabs on logging and monitoring tools with heartbeat monitoring. Receive notifications if a system goes down
Integration(5)
Customize your service experience with over 1,000 trusted applications and integrations
Link issues to conversations in Slack, Microsoft Teams, and Zoom
Connect ChatOps tools and hundreds of third-party monitoring integrations
Link service management requests to Jira development issues for better traceability
Take advantage of Jira Service Management Connect and integrate with favorite software tools. Build custom add-ons with REST API
Knowledge Management(3)
Use your company-branded URL for Jira Service Management's help center
Create, read, update, and delete articles. Recommend relevant articles to customers to enable self-service and deflect requests
Create multiple help centers to meet needs of different audiences (employees vs contractors or external customers)
Localization(1)
Add any of 24 supported languages to your service projects
Mobile(1)
Receive notifications about issues that matter from anywhere. Submit, approve, and resolve issues quickly on the go
Platform(1)
Unlock teams across the enterprise to deliver exceptional experiences for employees and customers
Reporting(1)
Choose from default reports or customize your own for reporting and analytics
Request Management(2)
Create dynamic user-friendly forms to collect data, configure workflows with drag-and-drop editor, and set up queues to triage work
Employees and customers can submit requests via email, Microsoft Teams, Slack, embedded widget, or customer portal
Security(3)
Keep record of important events, like changes to global permissions
Get SSO, SCIM, and support for multiple IdP within central admin console with Atlassian Guard Standard included
Choose where key product data is hosted
Templates(1)
HR, service, legal, facilities, marketing, and more teams can get started fast with purpose-built templates
Pricing
Free
- ✓Jira Service Management apps
- ✓Templates for HR, marketing, and more
- ✓Pre-configured request types, workflows, and automation
- ✓Alerts and on-call schedules
- ✓Incident template
- ✓Multi-channel support (email, Teams, Slack, widget, portal)
- ✓Customizable forms, workflows, and queues
- ✓Embedded knowledge base
- ✓Unlimited service portals
- ✓Default and customizable reports
- ✓Atlassian Community support
- ✓3 agents, unlimited customers
- ✓One site
- ✓2 GB file storage
- ✓100 emails per day
- ✓500 rule runs per month
- ✓Mobile app
- ✓REST APIs and Marketplace apps
- ✓Multi-language support (24 languages)
- ✓Unlimited alerts and email notifications
- ✓200 SMS per month
- ✓Schedules and escalation policy
- ✓1 month alert data retention
- ✓ChatOps tools and basic alert integrations
- ✓Service registry
- ✓Chat integration with Slack, Teams, Zoom
Standard
- ✓Everything from Free plus:
- ✓Rovo Agents, search and chat for AI-powered support
- ✓Asset and configuration management
- ✓Custom-branded help center
- ✓Unlimited email notifications
- ✓Audit logs and multi-region data residency
- ✓20,000 agents, unlimited customers
- ✓250 GB file storage
- ✓Unlimited automations (5,000 rule runs per month)
- ✓9/5 regional support
- ✓25 Rovo credits per user per month
- ✓100 indexed objects per user
- ✓One site
- ✓Multiple unlimited service portals with custom branding
- ✓Related resources and similar alerts panel
- ✓Unlimited alerts, SMS
- ✓Schedules and escalation policy
- ✓1 year alert data retention
- ✓ChatOps tools and basic alert integrations
- ✓Service dependency management
- ✓5,000 Assets objects included
Premium
Popular- ✓Everything from Standard plus:
- ✓Virtual service agent (AI-powered conversational support)
- ✓Advanced AIOps capabilities
- ✓Alert grouping and AI incident creation
- ✓Post-incident review generation
- ✓Real-time incident monitoring
- ✓Advanced incident and problem management
- ✓Change management with multi-user approvals
- ✓Change risk assessment and calendar
- ✓Deployment tracking and CI/CD gating
- ✓AI risk assessment for changes
- ✓20,000 agents, unlimited customers
- ✓Unlimited file storage
- ✓Unlimited automations (1,000 rules per user per month)
- ✓Multiple help centers
- ✓24/7 support for critical issues
- ✓70 Rovo credits per user per month
- ✓250 indexed objects per user
- ✓One site
- ✓Alert grouping, AI incident creation, PIR generation
- ✓Slack incident summary and timeline generation
- ✓Advanced alert customization
- ✓Unlimited alerts, SMS, and voice
- ✓Advanced escalation and routing
- ✓3 year alert data retention
- ✓Advanced alert integrations and global integrations
- ✓Incident stakeholder communication
- ✓Status pages
- ✓Active incident monitoring
- ✓50,000 Assets objects included
- ✓1,000 assisted conversations per month (virtual agent)
- ✓12,000 assisted conversations per year (virtual agent)
Enterprise
- ✓Everything from Premium plus:
- ✓Cross-product insights with Atlassian Analytics and Data Lake
- ✓Advanced admin controls and security
- ✓Enterprise-grade identity and access management (SSO, SCIM, multiple IdP)
- ✓Atlassian Guard Standard included
- ✓Unlimited automations
- ✓20,000 agents, unlimited customers
- ✓Unlimited file storage
- ✓Multiple sites (up to 150)
- ✓24/7 dedicated senior support for all issues
- ✓150 Rovo credits per user per month
- ✓625 indexed objects per user
- ✓Multiple unlimited service portals with custom branding
- ✓Multiple help centers
- ✓Alert grouping, AI incident creation, PIR generation
- ✓Slack incident summary and Slack timeline generation
- ✓Unlimited alerts, SMS, and voice
- ✓Advanced escalation and routing
- ✓5 year alert data retention
- ✓Advanced alert integrations and global integrations
- ✓Incident stakeholder communication
- ✓Status pages
- ✓Active incident monitoring
- ✓500,000 Assets objects included
- ✓Manual, automatic, and API incident escalation
- ✓1,000 assisted conversations per month (virtual agent)
- ✓12,000 assisted conversations per year (virtual agent)
Cost Calculator
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Total Cost Comparison
DIY hosting estimate based on Vercel + Supabase free/pro tiers (~$20/mo). Build time estimated from 61 features at easy complexity.
Build vs Buy
Should you build a Jira Service Management alternative or buy the subscription? Estimate based on 61 features.
Buy Jira Service Management
Better ValueBuild Your Own
Buying Jira Service Management saves ~$66,720 over 3 years vs building.
Estimates based on 61 features and a BuildScore of 4/5. Actual costs vary.
Integrations
11 known integrations