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Jira Service Management

Leader#5 in Cloud & Infrastructure

Atlassian ITSM platform (NASDAQ: TEAM, $5.46B TTM revenue, +19.51%) serving 83% Fortune 500; Rovo AI teammate and Jira unification at Team '24 competing with ServiceNow for DevOps-aligned IT service management.

Best for: ITSMMarket leader
93
AI Score
Grade A
AI Visibility Score (Beta)
Acquired by Atlassian
Cloud & InfrastructureITSMWebsiteUpdated March 2026

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.

Founded
2002
Headquarters
Sydney, Australia
Curated content • Fact-checked and verified

The Jira Service Management Story

Founded in 2002
Sydney, Australia
Founded by Mike Cannon-Brookes, Scott Farquhar

Founders

Mike Cannon-BrookesScott Farquhar

Recent Activity

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blog_post
Connect Salesforce to the Teamwork Graph to unlock customer context for your teams and agents

Customer work rarely lives in one place. Salesforce holds the account, opportunity, contact, and case details. Jira shows the product work behind a customer commitment. Confluence holds the account plan, enablement materials, and meeting notes. Jira Service Management tracks support requests and escalations. Slack, Microsoft Teams, Google Drive, and other tools hold the conversations and […] The post Connect Salesforce to the Teamwork Graph to unlock customer context for your teams and agents appeared first on Inside Atlassian .

blog_post
Your next presentation is already in Confluence

You know the drill when it comes to creating presentations. The afternoons spent creating a deck from scratch – aligning text boxes, copy and pasting images, moving the slides around to find the right flow, the list goes on and on. The problem isn’t that the story isn’t there. It’s that getting the story out […] The post Your next presentation is already in Confluence appeared first on Inside Atlassian .

8-K
8-K — CURRENT REPORT

Material Event filed 2026-08-17

blog_post
Don’t Build AI Governance From Scratch. Just Turn It On.

Every organization is in the middle of an agentic transformation. Teams everywhere are rapidly building and deploying agents that access data, trigger workflows, and influence decisions, often without centralized oversight. That shift happened fast. Faster than most organizations planned for. Gartner ® predicts that “by 2028, an average global Fortune 500 enterprise will have over […] The post Don’t Build AI Governance From Scratch. Just Turn It On. appeared first on Inside Atlassian .

blog_post
Introducing the AI context engine for your entire codebase

Atlassian Code Context brings large-scale, multi-repo codebase understanding into the Teamwork Graph so Rovo and coding agents produce better output with fewer tokens Without the right context, every day is day one for a coding agent. Agents may have the intelligence needed to write, refactor, and review code, but they still face the same challenge […] The post Introducing the AI context engine for your entire codebase appeared first on Inside Atlassian .

blog_post
3 AI bets powering Atlassian’s integrated marketing impact

Discover how Atlassian marketing leaders use AI to drive real change and exceed modern needs. The post 3 AI bets powering Atlassian’s integrated marketing impact appeared first on Inside Atlassian .

blog_post
You don’t need a team of AI experts. You just need one.

New research from Atlassian’s Teamwork Lab found that adding a single AI superuser made teams 18 percentage points more likely to produce top-scoring work. The post You don’t need a team of AI experts. You just need one. appeared first on Inside Atlassian .

blog_post
Introducing the redesigned deployments experience

You shouldn’t have to hunt through a cluttered dashboard to understand where your code is deployed. The Deployments page is where teams turn for a quick answer: what is in test, what is in staging, what reached production, and what needs attention right now. The older page made that harder than it needed to be. […] The post Introducing the redesigned deployments experience appeared first on Inside Atlassian .

blog_post
Agents are in Confluence (and wherever you need them to be)

@mention an agent on any page and it creates, edits, and comments alongside your team. Through the Atlassian Rovo MCP, the same agents work from Claude, Cursor, or your IDE. Agents have been working in Confluence since we launched custom agents in May 2024, and teams now run more than 5 million agent invocations a […] The post Agents are in Confluence (and wherever you need them to be) appeared first on Inside Atlassian .

blog_post
What High-Throughput Engineers do Differently and Why AI Widens the Gap

The fastest engineers we talked to aren't leaning on AI to replace their fundamentals, they're using it to push those fundamentals further. The post What High-Throughput Engineers do Differently and Why AI Widens the Gap appeared first on Inside Atlassian .

blog_post
Why better tickets help agents write better code

A small team built a production-grade compensation app with AI agents. Per engineer, we shipped 5x more code and wrote 5x more Jira tickets, and the tickets scored far higher on quality. The post Why better tickets help agents write better code appeared first on Inside Atlassian .

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Building a real-time PWA on Atlassian’s own stack

For Atlassian Unleash 2026, our inaugural tech summit in Bengaluru that brought together 500+ engineering leaders, senior engineers, and product builders from across the industry to explore AI-powered ways of working, we didn’t want just another schedule app. We wanted the app itself to be the product story. That decision changed the app’s intent. It […] The post Building a real-time PWA on Atlassian’s own stack appeared first on Inside Atlassian .

Company Timeline

Major milestones in Jira Service Management's journey

12
Total Events
1
Funding Rounds
3
Acquisitions
2
Product Launches

Leadership Team

Meet the leaders behind Jira Service Management

Mike Cannon-Brookes

CEO & Co-Founder

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

Co-Founder & Special Adviser

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

Chief Financial Officer

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

Chief Technology Officer

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

Chief Administrative Officer & Chief Legal Officer

Erika Fisher serves as Chief Administrative Officer and Chief Legal Officer at Atlassian, overseeing legal, compliance, and administrative functions across the organization.

Archana Rao

Chief Information Officer

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

Chief Revenue Officer

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

93
→ Stable

Based on estimated brand signals. Historical tracking coming soon.

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