Jira Service Management is Atlassian's IT service management (ITSM) software, used by IT, support and business teams to receive requests through a self-service portal and drive them through SLA queues, approvals and an auditable history. It combines incident management with alerts and on-call, change management, Assets as a native CMDB and the Virtual Service Agent. It is licensed per agent, as an annual subscription, with unlimited requesters.
Jira Service Management is IT service management (ITSM) software for IT, support and business teams, developed by Atlassian, which receives requests through a self-service portal and drives them through queues with SLAs, approval workflows and an auditable history. Renamed Jira Service Desk on 9 November 2020, it runs on the same platform as Jira — placing support and engineering in one place, with no third-party integration — and ships as Jira Service Management Cloud, with continuous updates, or as the self-managed Data Center edition.
In 2026 the product is sold within the Service Collection, which brings together, under the same agent licence, Jira Service Management, Customer Service Management for external support, Assets as a CMDB and Rovo for artificial intelligence. Jira Service Management replaces the shared mailbox and the ticket spreadsheet: instead of a request lost in an email thread, each one carries a type, an assignee, an SLA target and an approval trail. Atlassian reports it as a Leader in the 2026 Gartner Magic Quadrant for IT Service Management Platforms.
Jira Service Management covers the full service cycle, portal intake to post-incident review.
Lower cost per responder comes the metric: requesters are unlimited and consume no licence, so opening self-service to the whole company does not change the sizing — only the number of agents does. Faster response comes SLA-driven queues, which order work by deadline rather than arrival, and automation, which routes, classifies and escalates tickets without manual work.
Less repetitive volume comes the Virtual Service Agent and the Confluence knowledge base, which resolve the request before it becomes a ticket. Traceability between support and engineering comes running on the same platform as Jira: an incident becomes a development item with no export or connector, and the history stays linked. Change control rests on the change calendar with approval and risk assessment, recording who authorised each change — the evidence an audit asks for.
Jira Service Management serves CIOs, infrastructure managers, service desk leads, support managers and IT operations teams, and also HR, legal and facilities in ESM scenarios — enterprise service management beyond IT. Three concrete scenarios: an IT desk that must formalise SLAs per service type and prove compliance in an audit; an operation already using Jira in development that wants support and engineering on one platform; and a team that must migrate on-call schedules off Opsgenie, whose support Atlassian ends on 5 April 2027, when data is d.
The structural differentiator is the metric: because licensing is per agent and the number of requesters is unlimited, cost does not grow when self-service opens to the whole company — unlike support tools that licence per end-user seat. The second is native Assets: the CMDB is not a third-party add-on, so the configuration item already appears inside the ticket. The third is process adherence: the product holds PinkVERIFY certification in seven ITIL 4 practices, with accreditation now run by PeopleCert. Add the Atlassian Marketplace, with over 6,000 apps and integrations, and operation on the same instance as Jira and Confluence.
Jira Service Management Cloud requires no installation: it runs on current versions of Google Chrome, Mozilla Firefox, Microsoft Edge and Safari, with native iOS and Android apps, and offers IP allowlisting and multi-region data residency the Standard plan. Jira Service Management Data Center 11.3 LTS, released in December 2025, requires Java 21, 64-bit x86 hardware and the bundled Tomcat. Supported databases are PostgreSQL, MySQL, Microsoft SQL Server, Azure SQL and Oracle — H2 was removed as of version 10.0. In a cluster, the shared home uses NFS 4.0 or 4.1, with deployment on Docker and on Kubernetes via official Atlassian Helm charts.
Jira Service Management Cloud has four plans, all with unlimited requesters. Free covers up to 3 agents, with 2 GB storage and community support. Standard scales to 100,000 agents and adds Assets, audit logs, multi-region data residency and Rovo Search, Rovo Chat and Rovo Agents. Premium adds the Virtual Service Agent, change management, advanced AIOps with alert grouping, heartbeat monitoring, unlimited storage, a 99.9% uptime SLA and 24/7 support.
Enterprise administers up to 150 sites, includes Atlassian Guard Standard for SSO, SAML and SCIM, delivers Atlassian Analytics with data lake, unlimited automations and status pages, and is contracted on an annual basis only. Within the Service Collection, the same agent licence also covers Customer Service Management at no additional cost on Standard and Premium. The Data Center edition is self-managed and includes Assets and Assets Discovery.
Jira Service Management is licensed per agent, as an annual subscription, with the investment set by the contracted agent tier and the plan — Standard, Premium or Enterprise. There is no single list figure because the outcome depends on sizing: number of agents, plan chosen, contract term, Assets object allowance, volume of AI-assisted support and whether it is a new purchase or a renewal.
The counting rule is what most prevents quoting errors: an agent is whoever works on tickets and talks to the requester. Requesters are unlimited and consume no licence; approvers do not either; incident stakeholders need no agent licence on Premium and Enterprise; and a Jira user who is not an agent can still comment internally and watch the ticket without consuming a licence. An illustrative example: a company with 1,200 employees raising tickets and 18 people resolving them consumes 18 licences, not 1,218. Two factors add cost above the plan allowance: Assets objects, with allowances of 5,000 on Standard, 50,000 on Premium and 500,000 on Enterprise, and Virtual Service Agent assisted conversations, with 12,000 per year included on Premium and Enterprise.
To buy Jira Service Management in Brazil, OSB Software maps this scope with you, sends the commercial proposal, issues the Brazilian invoice and delivers the licences — request a quote to receive the exact figure for your scenario.
Do people raising tickets need a licence? No. The number of requesters is unlimited and consumes no licence; billing applies only to the agents who work on tickets.
Do I need Jira to use Jira Service Management? No. Jira Service Management is licensed separately and works on its own, although it shares the same instance when both products coexist.
What happens to Opsgenie on-call schedules? Alerts and on-call schedules now live inside Jira Service Management, and Atlassian ends Opsgenie support on 5 April 2027, when data is d.
Does Jira Service Management address Brazil's LGPD? Atlassian maintains an official LGPD page and offers an annex to its Data Processing Addendum with terms covering the Brazilian law, alongside certifications such as SOC 2 Type II and ISO/IEC 27001.
Can my data be hosted in Brazil? No. Atlassian Cloud data residency covers 11 locations and Brazil is not among them; organisations with in-country data requirements evaluate the Data Center edition on their own infrastructure.
OSB Software is an official Atlassian partner in Brazil and supplies 100% genuine Jira Service Management licences to companies, with Brazilian invoicing, local contracting in Portuguese and full legal compliance — the safe way to buy imported software under a Brazilian corporate entity, with no risk of irregular licensing.
When you buy Jira Service Management OSB Software, you get:
If you are looking for where to buy Jira Service Management in Brazil with legal certainty and properly licensed imported software, request a quote: OSB Software delivers reliable technology, qualified support and a simple, transparent purchase.
You don't know what software you need or you haven't found what you were looking for? We have a team ready to help you choose the right software for your company.