Jira Service Management


Jira Service Management

Certified Version:

5.8 Premium with Opsgenie

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Ihr Ansprechpartner: Christoph Baumhoer

Christoph Baumhoer



This characterizes the software solution

With Jira Service Management, Atlassian offers a collaborative ITSM platform that helps organizations deliver IT services faster using ITIL best practices. Unlike traditional ITSM tools, which are complex, expensive and difficult to implement and change, the unique selling points of the Atlassian solution include its simple setup and configuration process and the ability to align service management processes with how teams work.

Of course, Jira can also be used to deploy standard help desk features such as HR management, IT support, automated ticketing or collaboration tools. Predefined best practices serve as a starting point for mapping workflows in service management processes with both an ITSM and ESM focus. In addition, Atlassian’s software is characterized by its comprehensive compatibility: More than 1,000 applications can be integrated with Jira, enabling users to align their helpdesk precisely with corporate objectives.
Against this backdrop, and given the high penetration rate of other Atlassian products such as Jira Software or Confluence in companies, development, operations and support teams often use a common (Atlassian-based) platform. This enables seamless, fast and straightforward collaboration between the teams, so that service requests can be processed significantly faster and change and release cycles can be shortened.


Certified Practices

  • Monitoring & Event Management
  • Incident Management
  • Service Request Management
  • Problem Management
  • Service Catalogue Management
  • Service Level Management
  • Change Enablement
  • Knowledge Management
  • Service Configuration Management

License Model

Atlassian offers various licensing models for Jira Service Management, which are fully transparent and can be viewed online on the company website. The core is a named-user license model, which is measured according to the number of agents (ticket processors).

On-premises, both a perpetual license model (with optional annual maintenance from the 13th month) and an enterprise-ready annual subscription model are offered. The SaaS offering also provides for a per agent model that can be configured on a monthly or annual basis in a variety of plans. The available SaaS plans differ in particular in terms of functionality (e.g. SLA availability or file storage space) and support.

Available License Models

  • Named user license
  • Enterprise license

Operating Model

The software can be obtained both in a SaaS model (operated by Atlassian on Amazon Web Services infrastructure) and as an on-premises license. The latter enables both operation in the customer’s own data center and independent operation of the solution on an IaaS/PaaS infrastructure of a cloud provider. Of course, both public and private cloud scenarios are possible.

Available operating Models

  • On-Premise
  • Public Cloud (International)
  • Private Cloud

Available languages

  • German
  • English
  • Spanish
  • French
  • Italian
  • Russian
  • more

Where is the software used? - References

Publicly referenceable customers include: Twitter, AppDynamics, Yale School of Management, Domino’s, puppet, airbnb, VMWare, Northrop Grumman, Bose, Splunk, The Telegraph, Sotheby’s, square, nextiva, and more.

The associated reports can be viewed on our website (https://www.atlassian.com/de/software/jira/service-desk/customers). Of course, a large number of well-known companies from various industries are also among our satisfied customers in German-speaking countries, ranging from Porsche, Aldi Süd, Bertelsmann, Kärcher, Vaillant Group and Bertrandt to ESL Gaming and the District Office of Schmalkalden-Meiningen. For various reasons, however, many customers are not willing to act as a public reference. In view of this, we are happy to offer, together with our network of solution partners, the targeted mediation of discussions with our existing customers after contact has been established.

Do you need help? - Support

Depending on the subscription model (SaaS or On-Premises) and the selected support plan, different support services are available. In addition to self-help resources, community support and access to our specialists via the support portal, 9×5 and 24×7 support is available depending on the support plan.

Depending on the plan and criticality of a ticket, support is provided not only in writing, but also by phone or by a dedicated senior support team. Support language is English due to the global structure of support centers. Atlassian’s own support models can be viewed on the following website: https://www.atlassian.com/enterprise/support-services.

Local language support and other value-added services can be provided by our certified Solution Partners.

Always up to date - training courses

Atlassian itself offers, among other things, online training, webinars as well as certifications via the “Atlassian University” training program. At the same time, our broad network of (certified) training partners offers a wide range of training courses for different user/interest groups, ranging from standardized training courses to individualized training courses. These trainings can be conducted on demand virtually, in training centers of the partners or at the customer’s site.


Atlassian Corporation PLC

Atlassian Corporation PLC

George Street 341

2000 Sydney


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Software solutions are important for the successful implementation of service management processes in practice. The right tool ensures that people accept and can apply the processes. Take advantage of our years of experience and absolute neutrality when it comes to evaluating the right ITSM or PM software solution.