Compare Jira Service Management Cloud and Data Center

Jira integration

Create branches and view contextual development and deployment info from Bitbucket within a Jira issue. This integration lets you automatically transition issues when Bitbucket actions (for example, after a pull request is created or closed) are performed. View and edit issues directly in Bitbucket.

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HR, general service management, legal, and facilities templates

In Jira Service Management Cloud, you can quickly get your business teams up and running with built-in templates for HR, facilities, and legal teams.

Reporting & analytics

In Jira Service Management, you can choose from a set of built-in reports or customize your own to help you track specific team goals, such as Time to Resolution or SLA success rates.

Premium and Enterprise customers have access to advanced reporting:

• Alert MTTA/R report
• Alert analytics
• User productivity analytics
• DevOps metrics
• Infrastructure health report
• Monthly overview
• User management report
• On-call reports

Multi-language support

Meet your customer’s language preferences by adding any of our 24 additional languages to your service projects.

Configurable workflows

In Jira Service Management, you can easily configure your forms and associated workflows with drag-and-drop fields.

Email & embeddable widget support

In Jira Service Management, your customers can submit requests or incidents straight to your queue via email. In Cloud, you can add a widget to your web page so requesters can get help from whatever page they’re on.

Standard support

Get support for Bitbucket Cloud from our Community and from Atlassian during local business hours.

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MDM (Mobile Device Management)

Enforce security controls on mobile app usage through built-in mobile device management (MDM) support for iOS and Android.

SLA management

Nail your SLA every time, so agents get the important things done first. Configure and get going in minutes.

Business continuity & disaster recovery

Our Disaster Recovery Program consists of a few key practices to ensure the appropriate levels of governance, oversight, and testing. 

Password policies

Password policies help ensure best practices for user-created passwords in Atlassian cloud products. This helps reduce the risk of security breaches.

Data residency

Specify where you want your data hosted in Atlassian’s global cloud footprint. This can help meet your corporate policies and compliance requirements.

Learn more about data residency.

Monitoring and ChatOps integrations

In Jira Service Management Cloud, you can centralize all communication about incidents, incident reports, plans, and progress through integrations with tools such as Slack.

Incident creation

Using templates in Jira Service Management Cloud, incident responders are automatically notified as soon as the incident occurs. Premium and Enterprise customers can create incidents via APIs and Opsgenie.

Incident management

Jira Service Management helps you manage incidents with:

• Monitoring & ChatOps integrations
• Internal stakeholder communications
• Incident creation
• Post-incident reviews
• On-call management
• Incident investigation
• And much more

Letting you quickly respond to, resolve, and continuously learn from incidents while keeping all your stakeholders in the loop

Change management

In Jira Service Management, you can minimize risk to your organization and speed up delivery by improving the flow of changes to infrastructure and services through:

• Risk assessment through Automation CLOUD ONLY
• Track CI/CD changes CLOUD ONLY
• Change calendar CLOUD ONLY
• Change gating in select CI/CD tools, i.e., Jenkins and Bitbucket (Only available to Premium and Enterprise customers.) CLOUD ONLY
• Multi-user/group approvals

Post-incident reviews

In Jira Service Management Cloud, you can understand all contributing root causes, document the incident for future reference and pattern discovery, and enact effective preventative actions to reduce the likelihood or impact of recurrence.

On-call management

Create routing rules, escalation policies, and on-call schedules to manage who is notified of alerts.

Premium and Enterprise plans also offer:

• Multiple routing rules per team
• Advanced escalation steps, such as notifying the next user in the schedule, and more

Service dependency

In Jira Service Management Cloud, you can define the dependency or containment relationship to track the correlation status between services.

Service subscriptions

Opt into the incident communications of relevant services. Only available to Premium and Enterprise customers.

Content quality and consumption analytics

With analytics you can get insights on how your site, spaces, and pages are performing and how active users are. You can also export reports of these insights to share with your team. Only available to Premium and Enterprise customers.

Automation

Build flexible rules to minimize manual tasks and keep your teams organized. Only available to Premium and Enterprise customers.

Service and infrastructure health analysis

In Jira Service Management Cloud, you can get a top-level view of all services and identify problems or weaknesses within those services. Only available to Premium and Enterprise customers.

Insight asset and configuration management

In Jira Service Management, Insight’s flexible and open data structure allows you to manage any resource necessary to your service management practices. Gain visibility into dependencies so you can manage assets and configuration items, quickly troubleshoot incidents, and minimize the risk of changes.

• CMDB/asset repository
• Asset discovery
• File importers
• Object-related automation
• Dependency mapping
• Dynamic object fields
• Third-party integrations
• Rest APIs

Only available to Premium and Enterprise customers.

Advanced forms

In Jira Service Management, you’ll get access to advanced form validation capabilities to quickly collect information and resolve tickets. With a no-code editor, support for 24 languages, and 300+ built-in templates, any team can deliver excellent service quickly.

Alerts & notifications

In Jira Service Management Cloud, you can route every alert to the right team or person, ensuring critical alerts are never missed. Depending on which Cloud plan you are on, there may be limits to the number of alerts, emails, SMS, and voice messages per month.

Premium and Enterprise plans also offer:

• Advanced alert enrichment
• Advanced alert customization
• Custom alert actions
• Alert and notification policies
• Multiple notification rules per contact type
• Attachments and notes in alerts

ITSM project template

In Jira Service Management Cloud, you’ll have access to an ITSM project template explicitly designed for IT teams. Unlocking high-velocity service management by including features dedicated to critical ITSM practices, so you can respond to requests, resolve incidents, address problems, and deploy changes fast.

Customer service management templates

In Jira Service Management Cloud, you’ll have access to a customer service management template designed to help teams efficiently deliver great service experiences to their customers. Set SLAs, answer customer questions, prioritize requests and collect feedback to ensure your external customers or business partners can quickly get the help they need.

Roadmaps

Build big picture plans for your team. Our basic roadmap is designed to enable you to build a roadmap for your team. Advanced Roadmaps is designed to help you build plans across multiple teams. 

Advanced conversational ticketing

Jira Service Management chat creates a two-way sync between Slack or Microsoft Teams conversations and your Jira Service Management tickets.

Problem management

In Jira Service Management Cloud, you can group incidents to problems, fast-track root cause analyses, and record workarounds to minimize the impact of incidents.

Incident command center

In Jira Service Management Cloud, you can command, control, and coordinate incident response and effectively collaborate through hosted video bridges and other integrated communication tools. Only available to Premium and Enterprise customers.

Incident investigation

In Jira Service Management Cloud, see all your deployments and commits leading up to an incident to gain insights into code changes. Only available to Premium and Enterprise customers.

Incident management reports

In Jira Service Management Cloud, you can track the entire lifecycle of alerts and incidents and evaluate your team’s efficiency. Key metrics such as resource usage, post-incident analysis, on-call analytics, and DevOps metrics help you gain insight into areas of success and opportunities for improvement. Only available to Premium and Enterprise customers.

Heartbeat monitoring

In Jira Service Management Cloud, you can ensure that alerting works end-to-end through passive system monitoring and alert forwarding. Jira Service Management also notifies you if your systems don’t respond within specified time intervals. Only available to Premium and Enterprise customers.

External services

Connect to the external services you depend on in a status page to know the moment an incident is reported and set alerting rules to respond quickly. Only available to Premium and Enterprise customers.

Service request management

Jira Service Management helps you manage your work across teams with one platform so your employees and customers can quickly get the help they need.

Service registry

In Jira Service Management Cloud, you can register all the services you own, providing extra context for changes. Link issues to affected services and streamlines incidents when they occur.

Service status pages

In Jira Service Management Cloud, you have access to service-level status pages for stakeholders to view the status of incidents and resolution progress so you can focus on solving the problem.

Release tracks

Control when and how changes are released to your end users with Release tracks. With options to control Atlassian Cloud releases, your day-to-day management of our cloud products becomes more predictable, helping you plan, prepare and ensure success for upcoming product changes. Only available to Premium and Enterprise customers.

Sandbox

Prepare, test, and experiment with products and apps before making changes to your live production environment. Using a sandbox, you’ll get a realistic understanding of what a new feature might look like or how it will work once fully released in the product for your users. Only available to Premium and Enterprise customers.

IP allowlisting

Bolster your team’s security by limiting your site access to trusted IP ranges. Only available to Premium and Enterprise customers.

Admin insights

Gain visibility and a better understanding of your product usage with data such as level of security and access and activity over time. Only available to Premium and Enterprise customers.

Audit logs

When you need to troubleshoot a problem or keep a record of important events, such as changes to global permissions, the audit log allows administrators to look back at changes that have been made in your site.

Mobile app management (MAM)

Manage security policies via admin console and push to both company managed devices as well as bring-your-own-device. Only available to Enterprise customers.

Jira mobile app

With Jira for mobile, stay in the know with push notifications. Get notified instantly on breached SLAs and requests that are assigned, reported, watched, and @mentioned. Or personalize your notifications and receive only what is most important to you.

Atlassian Marketplace apps

Apps and integrations are better on Jira Service Management Cloud with Cloud-only apps such as G Drive, Office 365, Microsoft Teams, Zoom, Dropbox, Zoho, and Opsgenie. Cloud-enhanced integrations like Slack and Trello allow you to access more information and features across all of the apps you use.

Built-in automation

In Jira Service Management, you can set up automation rules to lighten your agents' workload so they can focus on solving the important stuff. In Cloud, automation is built-in. Depending on which Cloud plan you are on, there may be limits to the number of monthly rule executions.

Advanced integrations

Connect your tools to Jira Service Management with:

• Global integrations that allow you to route alerts to different teams 
• Outbound integrations like outgoing webhooks to send alerts to another tool or endpoint
• Bi-directional integrations that can sync back and forth 
• Control alerts from integrations via filters in the advanced view

Only available to Premium and Enterprise customers.