Jira Service Management

Overview

Jira Service Management is the ITSM product in Atlassian's portfolio, built for IT support and service desk teams and the wider organisation that raises requests. It brings request, incident, problem and change management together on the same platform as Jira, with self-service portals and a knowledge base.

Capabilities include service request and incident workflows, a knowledge base for self-service, reporting and analytics dashboards, extensive automation and workflow customisation, and an integrated Assets capability for asset and configuration management. Asset records can be linked to tickets so support work is tied to the underlying configuration items.

How Jira Service Management works with our labels

Jira Service Management's Assets capability stores each asset as an object with its own identifier, which can be linked to tickets and configuration items. Online Asset Labels can produce durable aluminium or laminated polypropylene tags carrying that asset's ID (as text, barcode or QR) to physically mark equipment in the field. The label gives technicians a permanent, weatherproof reference that maps the real-world item back to its record in Jira Service Management during requests and audits.

Strengths

• Full ITSM coverage: request, incident, problem and change management
• Built-in Assets capability for asset and configuration management
• Self-service portal and knowledge base
• Strong automation and workflow customisation
• Tight integration with Jira and the wider Atlassian ecosystem
• Australian-headquartered vendor (Atlassian, Sydney)

Weaknesses

• Per-agent licensing can add up as support teams grow
• Broad ITSM platform that may require configuration to suit physical asset tracking
• QR/barcode asset scanning typically relies on Marketplace apps rather than core features