Atlassian / atlassian.com
AI-powered IT service management platform providing Atlassian Intelligence ITSM features, virtual service agent, asset management, and ITSM integrated with Jira Software for development and IT teams.
Pricing
Free
Free plan
Yes
Category
Developer Tools
Platforms
3
Free plan
Yes
API access
Yes
Open source
No
Platforms
3
Jira Service Management (JSM) is Atlassian's ITSM platform — providing AI-powered IT service desk, incident management, change management, and asset management deeply integrated with Jira Software for development and IT teams working in the Atlassian ecosystem. Atlassian Intelligence powers the AI capabilities — virtual service agent handling employee requests with AI, AI-generated incident summaries, AI-suggested similar incidents from the knowledge base, and AI-written knowledge base articles from resolved tickets. The development-IT integration is JSM's primary differentiator — IT service tickets linked directly to Jira Software development issues, enabling engineering teams to manage both feature work and IT operations from one Atlassian platform. Virtual Service Agent provides conversational AI for employees — understanding intent and resolving common requests without agent involvement using the company's knowledge base. Change Management integrates with CI/CD pipelines — automatically identifying deployment changes as change requests and linking deployments to incidents. Asset and Configuration Management (formerly Insight) tracks infrastructure assets — configuration items, dependencies, and the impact assessment for changes. Incident Management connects with PagerDuty, Opsgenie, and on-call tools — bridging incident response with the service management workflow. With Atlassian ecosystem customers universally having access to JSM, it validates as the default ITSM choice for Jira Software users.
Jira Service Management AI runs as llm assistant software built around text workflows. Users typically start with a prompt, upload, or connected data source, and the underlying model handles the heavy lifting before returning a result you can refine or export. It's available on web, ios, and android, with API access for teams that want to embed it into their own products.
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The capabilities that matter most for teams evaluating Jira Service Management AI.
Virtual agent, incident summaries, and KB generation — AI across the ITSM workflow for employee self-service and agent efficiency.
Service tickets linked to Jira Software — unified development and IT operations in the Atlassian ecosystem.
CI/CD pipeline integration automatically creating change requests from deployments — connecting code changes to IT operational management.
Free (3 agents). Standard $17.65/agent/month. Premium $44.27/agent/month. Enterprise custom.
Model
Freemium
Starting price
Free
Free trial
No
ServiceNow (covered) provides enterprise-grade ITSM. Freshservice (rank 956) provides accessible Freshworks ITSM. Ivanti (rank 958) provides ITSM with endpoint management. Zendesk (covered) provides customer-facing support.
A side-by-side look at the closest alternative in this category.
Key facts about model providers, platforms, and team support.
Model Provider
Atlassian Intelligence
Platforms
Web, iOS, Android
Deployment
SaaS
Integrations
Jira Software, Confluence, Slack, PagerDuty, GitHub, API
Team Collaboration
Yes
Launch Year
2023
Compliance signals and data-handling notes as reported by the vendor.
SOC 2 Type II. ISO 27001. GDPR compliant. FedRAMP High. Enterprise data handling agreements.
IT service and asset data processed on Atlassian cloud. Atlassian Intelligence AI processes ticket content through Atlassian's AI infrastructure.
Editorial Verdict
Jira Service Management is the best AI ITSM for Atlassian ecosystem organisations wanting virtual agent, development-IT integration, change management linked to CI/CD, and FedRAMP compliance.
Last verified July 24, 2026.
Free (3 agents). Standard $17.65/agent/month. Premium $44.27/agent/month. Enterprise custom.
Starter $19/agent/month. Growth $49/agent/month. Pro $95/agent/month. Enterprise $119/agent/month.
SOC 2 Type II. ISO 27001. GDPR compliant. FedRAMP High. Enterprise data handling agreements.
SOC 2 Type II. ISO 27001. GDPR compliant. FedRAMP eligible. Enterprise data handling agreements.
IT service and asset data processed on Atlassian cloud. Atlassian Intelligence AI processes ticket content through Atlassian's AI infrastructure.
IT service and asset data processed on Freshworks cloud. Freddy AI processes ticket content for classification and resolution.
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