Is Jira Service Management a ticketing system?

Yes, Jira Service Management (JSM) is fundamentally a ticketing system. It enables teams to collect, track, prioritize, and resolve service requests, incidents, and issues through structured tickets.

Is Jira Service Management ITSM?

Yes, Jira Service Management (JSM) is a full ITSM (IT Service Management) solution. It provides ITIL-aligned processes for managing IT services end-to-end, from incident resolution to change enablement.

JSM supports core ITSM practices like incident, problem, change, service request, and asset management, often with built-in templates for quick setup.

It integrates automation, SLAs, and reporting to deliver structured service delivery while supporting agile and DevOps workflows.

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Jira Service Management (JSM) is Atlassian's comprehensive ITSM and ESM platform, built on Jira, offering tools for service desks, IT operations, and cross-team workflows.

JSM includes ITIL-aligned modules like incident, problem, change, and request management, with customizable workflows and approval processes.

It features asset and configuration management (via Assets/Insight app), service request portals, knowledge bases integrated with Confluence, and SLA tracking with real-time dashboards.

A Service Level Agreement (SLA) in IT Service Management (ITSM) is a documented contract between an IT service provider and a customer (which can be internal or external) that clearly defines the expected level of service, including the scope, quality, and timeliness of service delivery.

An SLA in ITSM is a critical agreement that defines, measures, and enforces the quality and reliability of IT services, ensuring alignment between IT capabilities and business needs while fostering transparency, accountability, and trust.

Is Jira Service Management ITSM?

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