Is Jira Service Management the same as Jira Service Desk?
No, Jira Service Management is not the same as Jira Service Desk, but they are closely related.
Jira Service Desk was the original product launched by Atlassian in 2013 for IT service desk and basic ITSM needs, focusing on request management, queues, and customer portals.
Atlassian rebranded and evolved it into Jira Service Management around 2020-2021, adding advanced ITSM features like asset management (Insights), SLAs, incident alerts via Opsgenie, and broader support for non-IT workflows such as HR or facilities—while retaining all core Service Desk functionality.
Existing Jira Service Desk instances automatically upgraded to Jira Service Management, making the older name largely legacy, though some users and docs still reference it interchangeably.
Jira Service Desk and Jira Service Management share similar licensing models, but JSM introduced expanded tiers and agent-based pricing post-rebrand.
