RFI for Jira Service Management

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About Atlassian

Vendor Name

Atlassian

Australian Office Location (HQ)

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

American Office Locations

California
350 Bush Street
Floor 13
San Francisco, CA 94104
USA

Texas
1401 E 5th Street
Building 2
Austin, TX 78702
USA

European Office Locations

Singel 236
1016 AB Amsterdam
Netherlands

Japanese Office Locations

Landmark Tower,
Suite 1407, 2-2-1 Minatomirai,

Nishi-ku Yokohama,
Kanagawa 220-8114 Japan

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.

6,000+ 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

  • 242,000+ customers using our products

  • Global offices in 7 countries, 6000+ employees

  • Recorded $2 billion in revenue in FY2021

  • 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, Dow Jones, BMW, and Nike. See more at atlassian.com/customers.

Atlassian Products

For detailed descriptions and overviews of all of Atlassian's software development, service management, 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 Align

Connect business and technology teams to align strategy with outcomes at enterprise scale.

Jira Service Management

Collaborate at high-velocity, respond to business changes, and deliver great customer and employee service experiences fast.

Jira Work Management

Friendly and intuitive collaboration for business teams and their projects, built for cross-team coordination and breaking down silos.

Opsgenie

Notify the right people at the right time with powerful incident alerting and on-call schedules.

Statuspage

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

Halp

Capture, track, and resolve employee requests directly in Slack and Microsoft Teams. Set up automated answers for frequently asked questions.

Collaborate & Chat

Confluence

Spend more time getting things done. Organize your work, create documents, and discuss everything in one place.

Trello

Collaborate and get more done. Trello boards enable your team to organize projects in a fun, flexible, and visual way.

Code, Build, & Ship

Bitbucket

Collaborate on code with inline comments and pull requests. Manage and share your Git repositories to build and ship software, as a team.

Sourcetree

Harness the full power of Git and Mercurial in a beautifully simple application.

Bamboo

Continuous integration, deployment, and release management.

Fisheye

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

Crucible

Find bugs and improve code quality through peer code review.

Manage Users

Atlassian Access

Company-wide visibility, security policies, and control across your Atlassian cloud infrastructure.

Crowd

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:

  • Cloud: This is where your application is hosted on Atlassian's servers and accessed via a URL.

  • Data Center: This is where your application is hosted on a number of servers in a cluster in your environment.

Technical Documentation

Product Version

  • Cloud: Updates happen automatically. The latest change can be viewed here.

  • Data Center: The release notes from every production version of Jira Service Management Data Center can be viewed here.

Licensing

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

Programming Language

  • Java

Operating Systems

Installation

Availability

Scalability

Security

  • Cloud: Cloud Security

  • Data Center: Customer maintains control over security measures for their environment since the application is self-hosted

Storage Limits

Languages

Product Roadmap

Support & Training

Does Jira Service Management Support...

More Information

Platform

Roles / Views / Access

Yes - Users and Roles in Jira Service Management

Automation

Yes - Automate Processes and Workflows

Auditing Capabilities

Yes - Audit Log

Calendars / Time Zones

Yes - Create and Edit SLA Calendars

Low-Code / No-Code

Yes - Automate Processes and Workflows

Smarts / AI / Machine Learning

Mobile Apps

REST API

Yes - Jira Service Management REST APIs

Custom Domain Name

Service Request Management

Learn how Jira Service Management supports Service Request Management here.

Does Jira Service Management Support...

More Information

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

Yes - Attaching Files and Screenshots to Issues

Portal Branding and Customization

Yes - Configuring the Customer Portal

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

Yes - Receive Requests from an Email Address

Embeddable Widget Support

Yes - Embed a Widget onto a Web Page

Multi-Language Customer Support

Yes - Provide Help in Multiple Languages

Knowledge Base Suggestions for Request Types

Yes - Set Up Article Suggestions in Request Forms

Customer Notification of Requests Received

Yes - Managing Notifications

Configurable Workflows

Yes - Overview of Jira Workflows

Customizable Queues

Yes - Setting Up Queues for your Team

Ticket Routing/Automation

Yes - Automating your Service Management

Priority Levels

Yes - Calculating Priority Automatically

Approvals

Yes - Setting Up Approvals

Escalations

Yes - Escalations

Automated Ticket Closure

Yes - Auto-Transitioning Issues

Issue Searches

Yes - Searching for Issues

Linking Requests to Development Backlog via Jira Software

Yes - Integrate with Jira Software

Canned Responses

Dynamic Forms

Yes - Forms in Jira Service Management

Business Templates

Yes - Out-of-the-box Templates for HR, Facilities, Legal, and General Customer Service Teams

Chat integration with Slack and Microsoft Teams

Yes - Chat in Jira Service Management

Administration Configuration

Ability to Import from Other Service Managements

Yes - Importing from Other Platforms

Dictate Issue Accessibility per Agent

Yes - Permissions Overview

Multiple Service Management Projects in the Same Instance

Yes - Setting Up Your Service Projects

Incident Management

Learn how Jira Service Management supports Incident Management here.

Does Jira Service Management Support...

More Information

Creating and Reporting Incidents

Yes - Receive Requests from an Online Portal

Customizable Incident Management Fields

Yes - Default Fields for Incidents

Customizable Incident Management Workflow

Yes - Customize your 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

ChatOps Integrations such as Slack and Microsoft Teams

Major Incident Alerts and Notifications

On-Call Management Schedules and Rotations

Incoming Call Routing

Video/Voice Collaboration and Swarming

Major Incident Reporting and Monitoring

Alerts/Major Incidents Reports

Major Incident Timeline Records

Review Code Changes from CI/CD Tool

Rollback Code Changes from CI/CD Tool

Post-incident review

Heartbeat System Monitoring

Service Based Organizations

Service Registry and Service Relationships

Status Page

Real-time Status Communication

Yes - Via Statuspage Subscription

Problem Management

Learn how Jira Service Management supports Problem Management here.

Does Jira Service Management Support...

More Information

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

Yes - Default Fields for Problem Requests

Customizable Problem Management Workflow

Yes - Customize your Problem Workflow

Component Labels for Problem Categorization

Yes - Organizing Work with Components

Automatic Problem Prioritization

Yes - Automatically Prioritizing Requests

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

Learn how Jira Service Management supports Change Management here.

Does Jira Service Management Support...

More Information

Intake Change Requests

Yes - Receive Requests from an Online Portal

Customize Form Based on Change Type

Yes - Customize Default Form Fields

Change Risk Assessment

Yes - Change Automation Rules

Change Approvals

Yes - Enforce an Approval Step

Auto-Approve Standard Changes

Yes - Auto-Approve Standard Changes

Change Advisory Board (CAB) Approvals

Yes - Request Approvals from CAB

Change Calendar

Integrate with CI/CD Tools

Deployment Gating

Change Audit Log

Yes - Change Request Reports

Change Planning Template

Yes - Via Confluence

Deployment Release Management

Does Jira Service Management Support...

More Information

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

Controlling Deployment Release

Integration with CI/CD Tools

Deployment Gating Based on Environment (e.g., Different controls for test, staging, and production)

Impact Analysis

Yes - Managing References

Tying Releases and Deployments into Incident Investigation

External Announcement or Communications around Releases

Yes - Release and Notify Stakeholders

Associate and Identify Deployments by Service

Asset Management

Learn how Jira Service Management supports Asset and Configuration Management here.

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.)

Yes - Assets Cloud Onboarding Guide

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

Yes - View Objects Directly from the Issue View

Asset/CI Search

Yes - Use Assets Query Language (AQL)

CSV/JSON Import

Yes - Import Objects into Jira Service Management

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

Learn how Jira Service Management supports Asset and Configuration Management here.

Does Jira Service Management Support…

More information

Configuration Management Database (CMDB)

Yes - Assets Cloud Onboarding Guide

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

Yes - View Objects Directly from the Issue View

Service-Based Modeling

Cloud: Yes - How Services work with Assets in Jira Service Management

Data Center: Yes - Managing Assets

Manual Import of External CMDBs

Yes - Import Objects into Jira Service Management

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

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

Yes - Capturing Customer Feedback

Knowledge Base Reporting

Yes - Knowledge Base Article Reports

Reporting

Does Jira Service Management Support...

More Information

Standard Reports

Yes - Setting Up Reports

Custom Reports

Yes - Create a New Custom Report

Administrator Dashboards

Yes - Setting Up Dashboards

SLAs

Yes - Setting Up SLAs

Recurring/Scheduled Reports

Yes - Subscribing to Search Results

Configurable Customer Satisfaction Survey

Yes - Collecting Customer Satisfaction Surveys

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

Security Monitoring

Yes - Our Approach to Vulnerability Management

Encryption of Sensitive Data

Yes - Encryption of data

Key Management Policy

Yes - Key Management

Identity and Access Management

Yes - Atlassian Access

User Single Sign-On

Yes - Single Sign-On in Atlassian Access

Multi Factor Authentication Options

Yes - Authentication Policies in Atlassian Access

Penetration Tests

Yes - Our Approach to External Security Testing

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

Yes - Managing Changes in our Environment

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

Yes - Data Location and Portability

Access Authorization

Yes - Controlling Access to Customer Data

Partners and Suppliers

Yes - Cloud Terms of Service and List of Data Subprocessors

Last modified on Aug 29, 2023

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