Jira Service Management: RFI

Jira Service Management Evaluator Resources

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About Atlassian

Vendor Name


Australian Office Location (HQ)

Level 6, 341 George St
Sydney, NSW, 2000, Australia

American Office Locations

1098 Harrison Street
San Francisco, CA, 94103
303 Colorado Street
Suite 1600
Austin, TX 78701

European Office Locations

Singel 236
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Japanese Office Locations

101 Bankokubashi SOKO

4-24 Kaigandori

Naka-ku, Yokohama, 231-0002


Does your company, have a stable financial background and profile? 

Yes. As we are listed on the NASDAQ, we open our financial report as IR information.

Does your company have satisfied customers who can provide you with a reference? If yes, provide details.

Yes. We have lots of customer  case studies  and  voice of the customer interviews and references are often available on request.

Please provide your number of employees/consultants/developers.

3,500+ employees and growing daily!

Please give a brief overview of your company’s history.

From  About us :
  • Co-CEOs started the company in college with a $10,000 credit card
  • Founded in 2002
  • 174,000+ customers using our products

  • Global offices in 7 countries, 5000+ employees.

  • Recorded $1.6 billion in revenue in FY2020
  • Over 100 million donated in Community licenses
  • 1% donated of all profits, employee time, and equity
  • Top clients include Facebook, NASA, Netflix, Twitter, Audi, LinkedIn, Netflix, Zynga, eBay, DowJones, BMW, and Nike. See more at  atlassian.com/customers .

Atlassian Products

For detailed descriptions and overviews of all of Atlassian's software development and collaboration tools visit our website.

Plan, Track, & Support
Jira Software Plan, track, and release world-class software with the #1 software development tool used by agile teams.
Jira Service ManagementGive your customers an easy way to ask for help and your agents a fast way to resolve incidents.
Jira Core

Manage any business project including marketing campaigns, HR onboarding, approvals and legal document reviews.

OpsgenieOn-call and alert management to keep services always on.

Incidents happen. Keep your users informed and ditch the flood of support emails during downtime.

TrelloCollaborate and get more done. Trello boards enable your team to organize projects in a fun, flexible, and visual way.
Collaborate & Chat
ConfluenceSpend more time getting things done. Organize your work, create documents, and discuss everything in one place.
Code, Build, & Ship
BitbucketCollaborate on code and manage your Git repositories to build and ship software, as a team.
BambooContinuous integration, deployment, and release management.

Search, monitor, and track across SVN, Git, and Perforce repositories.


Find bugs and improve code quality through peer code review.

Manage Users


The single sign-on and identity management tool that's easy to use, administer, and integrate.

General Information

Does Jira Service Management Support...More Information


Deployment Options

We offer 3 deployment options for Jira Service Management:

* Cloud: This is where your application is hosted on Atlassian's servers and accessed via a URL.
* Server: This is where your application is hosted on one server in your environment.
* Data Center: This is where your application is hosted on a number of servers in a cluster in your environment.

Data Center is the only Atlassian supported high availability deployment solution for Jira Service Management. Data Center achieves high availability via active clustering and automatic failover within your data center. This means that every node in the cluster is essentially an active Jira Service Management instance, which is able to serve requests. If a node fails, the load balancer will automatically fail sessions over to a remaining active node in the pool of nodes. Most users will not notice any downtime, as they will be automatically directed from the failed node to an active node on their next request.

Technical Documentation

Jira Service Management Cloud documentation

Jira Service Management Server documentation

Jira Service Management Data Center documentation

Initial Release

2015, the release notes from every production version of Jira Service Management Server can be viewed here


Pricing for Jira Service Management is agent-based and depends on the type of deployment option:

Web-based architecture

Programming LanguageJava
Operating Systems

Specific to Server and Data Center only - refer to supported platforms

Cloud - is currently based on AWS, for additional details check out our Cloud infrastructure overview

Mobile Apps



Yes - Jira Service Management REST APIs

Multi-UserYes - Setting Up Users
Change ManagementYes - Using Jira Service Management for Change Management
Defect Management

Yes - Using Jira Service Management for problem and incident management

Process EnactmentYes - Configuring Request Types and Workflows and Service Request Fulfillment
Authentication Options

Server and Data Center only: LDAP directory or SAML, Kerberos, Two Factor via third party add-ons

Cloud: Identity Manager

Project Management

Business Projects: Yes, Jira Service Management comes with business project templates out-of-the-box

Build Management: No (you'd need to install Jira Software on the same server as Jira Service Management and integrate it with Bamboo

Email Request SubmissionYes - Receiving Requests by Email
Email Notifications

Yes - Managing Email Notifications

Traceability Reporting

Yes - Setting Up Queries and Creating Reports

Gantt Charts

No - However, third party add-ons can add this functionality to Jira Service Management

PERT Charts

No - However, third party add-ons can add this functionality to Jira Service Management

Resource Management

No - However, third party add-ons can add this functionality to Jira Service Management

Time Tracking

Yes - Configuring Time Tracking

Cost Tracking

No - However, third party add-ons can add this functionality to Jira Service Management

Risk Management

No - However, third party add-ons can add this functionality to Jira Service Management

Kanban & Scrum Support

No - Feature of Jira Software

Project portfolio management: 

No - Feature of Portfolio for Jira

Issue/Incident Management

Yes - Incident Management

Hierarchical Issues

No - However, third party add-ons can add this functionality to Jira Service Management

Custom Fields

Yes - Adding, Editing and Deleting a Custom Field

Custom Workflows

Yes - Configuring Request Types and Workflows

Recurring TasksNo - However, third party add-ons can add this functionality to Jira Service Management
Milestone TrackingNo - Feature of Jira Software
Task DependenciesYes - Linking Issues
ITIL ComplianceYes - Jira Service Management is ITIL Certified

Reporting Capabilities

Standard ReportsYes - Setting Up Reports
Custom ReportsYes - Setting Up Reports
Administrator DashboardsYes - Setting Up Dashboards
SLAsYes - Setting Up SLAs
Recurring/Scheduled ReportsYes - Subscribing to Search Results
Configurable Customer Satisfaction SurveyYes - Collecting Customer Satisfaction Surveys
Auto-send ReportsYes - Subscribing to Search Results
Administration Configuration
Ability to Import from Other Service ManagementsYes - Importing from Other Platforms
Dictate Issue Accessibility Per AgentYes - Permissions Overview
QueuesYes - Setting Up Queues for Your Team
Multiple Service Managements in the Same InstanceYes - Setting Up Your service projects
Ticket Routing/AutomationYes - Automating Your Service Management
Self Service Portal
Internal and External AccessYes - Permissions Overview
Customer can track and review current and past ticketsYes - Customer Portal
Integration with Knowledge BaseYes - Knowledge base integration is available with Jira Service Management when ALSO using Confluence Serving Customers with a Knowledge Base
Attachments via PortalYes - Attaching Files and Screenshots to Issues
Portal Branding & CustomizationYes - Configuring the Customer Portal
Customer Notification of Requests ReceivedYes - Managing Notifications
Automated Ticket ClosureYes - Auto-Transitioning Issues
Issue SearchesYes - Searching for Issues
Knowledge Base Suggestions for Request TypesYes - Serving Customers with a Knowledge Base
Priority LevelsYes - Calculating Priority Automatically
Ticket Visibility Between Departments, Projects, and Levels of LicensingYes - Ticket Visibility
Canned Responses

Cloud: Yes ( With App

Server - Out-of-the-box

ApprovalsYes - Setting Up Approvals
EscalationsYes - Escalations

Solution Offerings - Server VS. Cloud VS. Data Center


Available via our Data Center deployment option (High availability, horizontal scalability)


Cloud (Cloud Security)

Server/Data Center - Customer maintains control over security measures for their environment since application is self hosted)

Cost Comparison

Cloud VS. Server

Data Center Pricing


Cloud - We unofficially strive for 100 percent uptime and consistently maintain a 99.95% uptime (Atlassian On-Demand Status Page)

Server/Data Center - High availability is only available with our Data Center deployment option (High availability guide)

Storage Limits

Cloud (Storage Policy and Limits)

Server/Data Center - Dependent on customers hardware/infrastructure


Cloud (Supported Languages)

Server/Data Center (Supported Languages)

Additional community-built translation packs available for Server or Data Center deployments

Custom Domain Name

Cloud: No (Custom Prefix of @atlassian.net)

Server/Data Center: Yes (Customizing Domain Name)

Administrator Restrictions

Cloud: Yes (Restricted Functions in Jira Service Management)

Server/Data Center: No, complete administrator functions available

Hardware Requirements

Cloud: is currently based on AWS. That said, customers are never exposed to AWS details, so no AWS knowledge is ever required. (Cloud infrastructure overview)

Server (detailed in our installation guide)

Data Center (detailed in our installation guide)

Last modified on Nov 23, 2020

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