# Jira Service Management

Jira Service Management is Atlassian's IT service management and help desk product, launched in 2020 as the successor to Jira Service Desk. It provides a request portal, ticketing with SLAs and automation, and an asset and configuration database (Assets). Since October 2025 new customers buy it as part of Atlassian's Service Collection, which bundles it with Customer Service Management, Assets and Rovo AI agents.

Page: https://slateindex.ai/brand/jira-service-management · data of 2026-11-03

## Facts

- Founded: 2020
- Headquarters: Sydney, Australia
- Employees: 5,000+
- Company type: Public (NASDAQ: TEAM)
- Deployment: Cloud; Data Center sales ended March 2026; Atlassian Government Cloud for government customers
- Best for: IT and service teams already using Jira and Confluence who need an internal service desk
- Compliance: SOC 2, PCI DSS, ISO/IEC 27001, ISO/IEC 27018, FedRAMP

## Products

- Jira Service Management: Service desk with request portal, ticketing, SLAs and automation.
- Assets: Configuration management database (formerly Insight) for tracking assets and configuration items.
- Customer Service Management: Module for external customer service, sold in the Service Collection.
- Rovo: Atlassian's AI agents, chat and search, including a virtual agent for service requests.

## Rankings

| Category | Rank | Visibility | Mentions |
|---|---|---|---|
| Help Desk | 8 of 37 | 21.4 | 37 |

## By engine

| Engine | Visibility | Mention rate |
|---|---|---|
| chatgpt | 27.4 | 55.6% |
| google_ai_mode | 16.9 | 37.0% |
| perplexity | 20.0 | 44.4% |

## Definitions

- Visibility (0–100): how often and how high AI answers name the brand, weighted by position.
- Mention rate: share of collected AI answers that name the brand.
- Share of voice: the brand's mentions as a share of all brand mentions in the category.
- Citation authority: share of answers naming the brand that cite the brand's own site.

Cite as: SlateIndex, “Jira Service Management AI visibility profile”, https://slateindex.ai/brand/jira-service-management, data of 2026-11-03. Licence: CC BY 4.0 (https://creativecommons.org/licenses/by/4.0/).