Brand Intelligence Graphproduct
Company Overview
About Jira Service Management
Jira Service Management (JSM) is a cloud IT service management (ITSM) platform developed by Atlassian Corporation (NASDAQ: TEAM) — parent company reporting $5.46 billion in revenue for the twelve months ending September 2025 (+19.51% year-over-year) with a $71 billion market capitalization, serving 300,000+ customers including 83% of the Fortune 500 — providing IT, service desk, and operations teams with incident management, change management, problem management, service catalog, and asset management capabilities built on Atlassian's Jira platform with 98% customer retention. At Team '24 (2024), Atlassian merged Jira Software and Jira Work Management into a unified "Jira" product, and introduced Rovo — an AI teammate providing intelligent search, chat, and automation across the Atlassian platform. JSM competes in the ITSM market by leveraging Atlassian's developer platform ubiquity: 10+ million developers already using Jira for software projects creates a natural expansion path into ITSM for the same enterprise. Founded 2002 by Mike Cannon-Brookes and Scott Farquhar in Sydney, Australia; NASDAQ IPO 2015.
Business Model & Competitive Advantage
Jira Service Management's ITSM platform addresses the service desk and incident management requirements that IT organizations need alongside developer project management: enterprises running software on cloud infrastructure experience production incidents, user-reported IT issues, and change management compliance requirements that require a structured ticketing, SLA tracking, and approval workflow system — with JSM's tight integration to Jira Software creating the bidirectional link between service desk tickets (from IT users reporting issues) and engineering Jira issues (where developers fix the underlying bugs) that traditional ITSM platforms (ServiceNow, BMC Helix) cannot provide natively. JSM's change management workflows (with Jira's built-in approvals, automation rules, and Confluence documentation integration) provide the ITIL-aligned change enablement process that regulated enterprises require for production deployment governance — while remaining accessible to DevOps teams that want lightweight change tracking without enterprise ITSM complexity.
Competitive Landscape 2025–2026
In 2025, Jira Service Management competes in the enterprise ITSM, cloud service desk, and DevOps ITSM market with ServiceNow (NYSE: NOW, dominant ITSM, $10B+ revenue), Freshservice (Freshworks NASDAQ: FRSH, mid-market ITSM, $685M revenue), and Zendesk (private since 2022, $1.7B revenue, customer and IT service management) for enterprise IT team ITSM platform adoption and DevOps-aligned service management modernization. Atlassian's TEAM Anywhere distributed workforce philosophy (12,000+ employees globally) and cloud-first transition (discontinuing Server products in 2024) drives the Atlassian Cloud premium. Rovo AI (intelligent search, automated ticket triage, and AI-assisted incident response) represents Atlassian's 2025 platform differentiation for JSM. The 2025 strategy focuses on growing the enterprise JSM adoption in organizations already using Jira Software (where shared platform reduces toolchain complexity), expanding the asset management and CMDB capabilities for IT asset lifecycle management, and deploying Rovo AI agents for automated Level 1 ticket resolution.
The Jira Service Management Story
Founders
Recent Activity
View all →Atlassian’s new State of Teams survey of 12,000+ knowledge workers shows AI is helping individuals work faster, but business results aren’t catching up. Here’s why that gap exists and what leaders can do about it. The post The AI efficiency paradox: What to do when AI boosts productivity but not results appeared first on Inside Atlassian .
From tool chaos to trusted AI: how Reddit modernized IT for 4,000 employees The post Inside Reddit’s IT playbook: Building for scale and AI-readiness appeared first on Inside Atlassian .
How it started What happens when a project estimated at two to three quarters gets built in 14 working days? In 2022, the team built App Updates, a feature that gives organization admins access to release notes about Atlassian changes and controls over how they’re delivered (Keep up with changes | Atlassian Support). It was […] The post Accelerated frontend development with RovoDev in a practical example appeared first on Inside Atlassian .
If you’re like most people, you don’t remember the exact name of the page you edited three weeks ago—or the precise title of the document someone shared in a chat thread. What you do remember is usually higher level: That’s the gap structured queries are designed to close. Structured queries let you search in natural […] The post Structured Queries: Enhancing Search with Natural Language and Filters appeared first on Inside Atlassian .
As Jira Cloud grows to support larger and more complex customers, so does the configuration that powers their work: custom fields, work types (formerly issue types), screens, schemes, and workflows. Over time, many of these entities become unused or redundant. The result is configuration sprawl—slower experiences, heavier data shapes, and higher admin overhead. To scale […] The post Optimisation Tools for Jira: Reducing Configuration Bloat and Enhancing Performance appeared first on Inside Atlassian .
Intro – my standard flow In my daily work, I have consistently followed the same workflow (also before AI era). With this method, I consistently retained sufficient context to resume implementation – even after weeks of delay – without needing to rediscover information from scratch. Enter AI: the same flow, supercharged The fundamental flow hasn’t […] The post Rovo Dev in Jira as my Spec Driven executor appeared first on Inside Atlassian .
Learn how Atlassian saved 839 hours in 28 days using AI Alert Grouping in Jira Service Management The post 3 ways AI alert grouping is transforming on-call engineering at Atlassian appeared first on Inside Atlassian .
Docs aren’t just records anymore — they’re fuel for agents that plan, collaborate, and ship with you. The post How customers are using Confluence Agents to turn knowledge into action appeared first on Inside Atlassian .
Material Event filed 2026-05-11
Quarterly Report filed 2026-05-07
Material Event filed 2026-05-07
Built for enterprise agility, a new value-based model helps customers keep pace with AI-driven change The post Introducing Flex: A Flexible Commercial Model for the AI Era appeared first on Inside Atlassian .
Company Timeline
Major milestones in Jira Service Management's journey
Leadership Team
Meet the leaders behind Jira Service Management
Mike Cannon-Brookes
Mike Cannon-Brookes became sole CEO in September 2024 after serving as Co-CEO from October 2002 to August 2024. He co-founded Atlassian with a $10,000 credit card debt and has led the company through its growth to a $71 billion valuation. He is known for his advocacy on climate change and renewable energy in Australia.
Scott Farquhar
Scott Farquhar co-founded Atlassian with Mike Cannon-Brookes in 2002 and served as Co-CEO until August 2024. He remains on the board and serves as a special adviser to the company. Together with Cannon-Brookes, he bootstrapped Atlassian to become one of Australia's most successful tech companies.
Joe Binz
Joe Binz joined Atlassian as CFO in September 2022, overseeing Accounting, Finance, Internal Audit, Investor Relations, Tax, and Treasury teams. He previously served as Microsoft's Corporate Vice President of Finance, bringing deep enterprise software financial expertise to Atlassian.
Rajeev Rajan
Rajeev Rajan joined Atlassian as CTO in May 2022, responsible for Atlassian Engineering, IT, Security and Trust, and Engineering Operations teams. He previously served as Vice President and Head of Engineering for Facebook and Head of Office for Meta in the Pacific Northwest Region.
Erika Fisher
Erika Fisher serves as Chief Administrative Officer and Chief Legal Officer at Atlassian, overseeing legal, compliance, and administrative functions across the organization.
Archana Rao
Archana Rao serves as Chief Information Officer at Atlassian, responsible for the company's internal IT infrastructure and systems that support over 12,000 employees globally.
Cameron Deatsch
Cameron Deatsch serves as Chief Revenue Officer at Atlassian, leading global sales, revenue operations, and go-to-market strategy for the company's product portfolio.
Key Differentiators
Market Leader
Jira Service Management is recognized as a market leader in the IT Operations & Observability sector, demonstrating strong industry presence and customer trust.
Top 10 Ranked
Ranked #5 in the IT Operations & Observability category, among the industry's best.
Frequently Asked Questions
Estimated Visibility Trend (Beta)
Simulated 8-week rolling score
Based on estimated brand signals. Historical tracking coming soon.
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