RFI for Jira Service Management
About Atlassian
Vendor Name | Atlassian |
Australian Office Location (HQ) | Level 6, 341 George St |
American Office Locations | California Texas |
European Office Locations | Singel 236 |
Japanese Office Locations | Landmark Tower, |
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 many customer case studies and references are often available on request. |
Please provide your number of employees/consultants/developers. | 14,500+ employees and growing daily! |
Please give a brief overview of your company’s history. | From About us:
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Atlassian Products
Plan, Track, & Support | |
Plan, track, and release world-class software with the #1 software development tool used by agile teams. | |
Connect business and technology teams to align strategy with outcomes at enterprise scale. | |
Collaborate at high-velocity, respond to business changes, and deliver great customer and employee service experiences fast. | |
Friendly and intuitive collaboration for business teams and their projects, built for cross-team coordination and breaking down silos. | |
Notify the right people at the right time with powerful incident alerting and on-call schedules. | |
Incidents happen. Keep your users informed and ditch the flood of support emails during downtime. | |
Collaborate & Chat | |
Spend more time getting things done. Organize your work, create documents, and discuss everything in one place. | |
Collaborate and get more done. Trello boards enable your team to organize projects in a fun, flexible, and visual way. | |
Code, Build, & Ship | |
Collaborate on code with inline comments and pull requests. Manage and share your Git repositories to build and ship software, as a team. | |
Harness the full power of Git and Mercurial in a beautifully simple application. | |
Continuous 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 | |
Company-wide visibility, security policies, and control across your Atlassian cloud infrastructure. | |
The single sign-on and identity management tool that's easy to use, administer, and integrate. |
General Jira Service Management Information
General | |
Developer | Atlassian |
Website | |
Deployment Options | We offer 2 deployment options for Jira Service Management:
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Technical Documentation |
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Product Version | |
Licensing | Pricing for Jira Service Management is agent-based and depends on the type of deployment option: |
Programming Language |
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Operating Systems |
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Installation |
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Availability |
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Scalability |
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Security |
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Storage Limits |
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Languages |
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Product Roadmap |
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Support & Training | |
Does Jira Service Management Support... | More Information |
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Platform | |
Roles / Views / Access | |
Automation | |
Auditing Capabilities | Yes - Audit Log |
Calendars / Time Zones | |
Low-Code / No-Code | |
Artificial Intelligence |
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Smarts / Machine Learning |
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Mobile Apps |
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REST API | |
Custom Domain Name |
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Service Request Management
Does Jira Service Management Support... | More Information |
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Self-Service Portal | |
Internal and External Access | Yes - Permissions Overview |
Customer Tracking and Reviewing Current/Past Tickets | Yes - Receive Requests from an Online Portal and Help Center |
Attachments Via Portal | |
Portal Branding and Customization | |
Integration with Knowledge Base | Cloud: Yes - Knowledge base is available out-of-the-box in Jira Service Management. DC: Yes - Knowledge Base integration is available with Jira Service Management via Confluence. |
Managing Requests | |
Email Support | |
Embeddable Widget Support | |
Multi-Language Customer Support | |
Knowledge Base Suggestions for Request Types | |
Customer Notification of Requests Received | Yes - Managing Notifications |
Configurable Workflows | |
Customizable Queues | |
Ticket Routing/Automation | |
Priority Levels | |
Approvals | Yes - Setting Up Approvals |
Escalations | Yes - Escalations |
Automated Ticket Closure | |
Issue Searches | Yes - Searching for Issues |
Linking Requests to Development Backlog via Jira | Yes - Integrate with Jira |
Canned Responses |
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Dynamic Forms | |
Business Templates | Yes - Out-of-the-box Templates for HR, Facilities, Legal, and General Customer Service Teams |
Chat integration with Slack and Microsoft Teams | |
Administration Configuration | |
Ability to Import from Other Service Managements | |
Dictate Issue Accessibility per Agent | Yes - Permissions Overview |
Multiple Service Management Projects in the Same Instance |
Incident Management
Does Jira Service Management Support... | More Information |
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Creating and Reporting Incidents | |
Customizable Incident Management Fields | |
Customizable Incident Management Workflow | |
Linking Multiple Incidents | Yes - Link Incident Records |
Customizable SLAs | Yes - Setting Up SLAs |
Incident Reporting | Yes - Service Project Reports |
Major Incident Alerting and On-Call Management | |
Incident Creation via Alert Monitoring/Logging Integrations |
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ChatOps Integrations such as Slack and Microsoft Teams |
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Major Incident Alerts and Notifications |
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On-Call Management Schedules and Rotations |
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Incoming Call Routing |
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Video/Voice Collaboration and Swarming |
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Major Incident Reporting and Monitoring | |
Alerts/Major Incidents Reports |
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Major Incident Timeline Records |
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Review Code Changes from CI/CD Tool |
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Rollback Code Changes from CI/CD Tool |
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Post-incident review |
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Heartbeat System Monitoring |
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Service Based Organizations | |
Service Registry and Service Relationships |
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Status Page | |
Real-time Status Communication | Yes - Via Statuspage Subscription |
Problem Management
Does Jira Service Management Support... | More Information |
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Creating a Problem Issue | Yes - Create a Problem Issue |
Linking Multiple Related Incidents to a Problem Record | Yes - Link Incident Records |
Customizable Problem Management Fields | |
Customizable Problem Management Workflow | |
Component Labels for Problem Categorization | |
Automatic Problem Prioritization | |
Problem Management Knowledge Base to Record Known Incidents and Workarounds | Cloud: Yes - Knowledge base is available out-of-the-box in Jira Service Management. DC: Yes - Knowledge Base integration is available with Jira Service Management via Confluence. |
Change Management
Does Jira Service Management Support... | More Information |
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Intake Change Requests | |
Customize Form Based on Change Type | |
Change Risk Assessment | Yes - Change Automation Rules |
Change Approvals | Yes - Enforce an Approval Step |
Auto-Approve Standard Changes | |
Change Advisory Board (CAB) Approvals | |
Change Calendar |
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Integrate with CI/CD Tools |
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Deployment Gating |
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Change Audit Log | Yes - Change Request Reports |
Change Planning Template | Yes - Via Confluence |
Deployment Release Management
Does Jira Service Management Support... | More Information |
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Release Planning | Yes - Via Confluence |
Surfacing Relevant Documentation, Runbooks, and Tasks | Cloud: Yes - Knowledge base is available out-of-the-box in Jira Service Management. DC: Yes - Knowledge Base integration is available with Jira Service Management via Confluence. |
Scheduling Deployments |
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Controlling Deployment Release |
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Integration with CI/CD Tools |
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Deployment Gating Based on Environment (e.g., Different controls for test, staging, and production) |
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Impact Analysis | Yes - Managing References |
Tying Releases and Deployments into Incident Investigation |
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External Announcement or Communications around Releases | |
Associate and Identify Deployments by Service |
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Asset Management
Does Jira Service Management Support… | More information |
Flexible Data Model that Supports Multiple Types of Assets/CIs (i.e., Systems, Infrastructure, Software, Licenses, Vendors, Contracts, Employeees, Locations, etc.) | |
Auto-Detection of Assets/CIs | Yes - Discover Objects in your Environment with Assets Discovery |
Asset/CI Lifecycle Management | Yes - Manage Statuses |
Bulk Edit Asset/CI Details | Yes - Edit Multiple Objects |
Asset/CI Automation | Yes - Automate your Objects |
Selectable Assets/CIs from Custom Fields in Jira Issues | |
Asset/CI Search | |
CSV/JSON Import | |
Export Asset/CI Details | Yes - Export Objects |
Rest API | Yes - Using REST APIs with Assets in Jira Service Management |
Asset/CI Reporting Dashboards | Cloud: Yes - Atlassian Analytics for Jira Service Management Data Center: Yes - Asset Reports |
Database, LDAP, and Jira User Import | Cloud: Coming Soon Data Center: Yes - LDAP Import, Database Import, and Jira User Import |
Printable QR Codes | Cloud: Yes - Print QR Codes Data Center: Yes - Printing Labels and QR codes |
Printable Labels | Cloud: Coming Soon Data Center: Yes - Printing Labels and QR codes |
Service Configuration Management
Does Jira Service Management Support… | More information |
Configuration Management Database (CMDB) | |
Auto-Detection of Key Attributes and Dependencies | Yes - Discover Objects in your Environment with Assets Discovery |
Relationship Mapping | Yes - Managing References |
Asset/CI Organization via Schemas | Yes - Manage Object Schemas |
Asset/CI Schema User Permissions | Yes - Manage Roles with Assets |
Link Assets/CIs with a Incident, Problem, Change | |
Service-Based Modeling | Cloud: Yes - How Services work with Assets in Jira Service Management Data Center: Yes - Managing Assets |
Manual Import of External CMDBs | |
Automatic Import of Data from External CMDBs and Other Third-Party Tools | Cloud: Coming Soon Data Center: Yes - Assets Integrations |
Knowledge Management
Learn about knowledge management in Jira Service Management here.
Does Jira Service Management Support... | More Information |
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Self-Service Knowledge Base | Yes - Set up a Knowledge Base |
Knowledge Base Permissions | Yes - Manage Knowledge Base Permissions via Confluence |
Automated Article Suggestions | Yes - Article Suggestions |
Machine Learning Search | Yes - Smart Graph via Confluence |
Real-Time Editing and Collaboration | Yes - Content Collaboration via Confluence |
Templates for Knowledge Sharing | Yes - Templates for PIRs, runbooks, troubleshooting, and more via Confluence |
Rating Articles | |
Knowledge Base Reporting |
Artificial Intelligence
Does Jira Service Management Support... | More Information |
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AI-powered Customer Answers | |
AI-powered Issue Summaries | Yes - AI Summaries |
Generative AI for Response Editing | |
Generative AI for Knowledge Base Articles | Yes - Generative AI for KB |
AI Configuration - Request Type Suggestions | |
AI Configuration - Field Suggestions | Yes - Suggest Fields with AI |
Reporting
Does Jira Service Management Support... | More Information |
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Standard Reports | Yes - Setting Up Reports |
Custom Reports | |
Administrator Dashboards | Yes - Setting Up Dashboards |
SLAs | Yes - Setting Up SLAs |
Recurring/Scheduled Reports | |
Configurable Customer Satisfaction Survey | |
Advanced Data Analytics | Yes - Atlassian Analytics |
Security
For Atlassian’s complete Vendor Security & Risk questionnaire, visit our website.
Does Jira Service Management Support... | More Information |
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Security Monitoring | |
Encryption of Sensitive Data | Yes - Encryption of data |
Key Management Policy | Yes - Key Management |
Identity and Access Management | Yes - Atlassian Guard |
User Single Sign-On | |
Multi Factor Authentication Options | |
Penetration Tests | |
Internal Audits | Yes - Compliance at Atlassian |
Data Segregation | Yes - Tenant Separation |
Data Recovery and Backups | Yes - Compliance at Atlassian |
Data Hosting | Yes - AWS Compliance Programs |
Data Residency | Yes - Data Residency |
Security Baselines | |
Due Diligence | Yes - Atlassian Trust Management System (ATMS) and Atlassian's Common Controls Framework |
Risk Assessment | Yes - Atlassian Trust Management System (ATMS) or Atlassian's Risk Management Program |
Secure Code Deployment | Yes - Code Analysis |
Data Lifecycle Management | |
Access Authorization | |
Partners and Suppliers | Yes - Customer Agreement and List of Data Subprocessors |