I am new here

[AS]

Dear All!

I have just joined the group. I am wondering about the compact definition of JIRA and Jira Service Management. If anybody can help that would be greatly appreciated.

[Solomon Ecuyer]

Hey @AS - I'm not sure if i completely understood your question, but here's break down of the 2 products:

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Jira is a flexible work management tool from Atlassian, used by teams to track tasks, bugs, and projects. It helps organize work into issues, which can be prioritized, assigned, and tracked through customizable workflows—making it popular for software development, project management, and business teams.

Jira Service Management (JSM) builds on Jira to provide a full-featured service desk solution. It’s designed for IT, operations, and business teams to manage service requests, incidents, changes, and assets. JSM enables teams to intake requests from customers or employees, automate workflows, track SLAs, and collaborate efficiently—all in one place. It’s used for IT support, HR, facilities, and more, helping teams deliver great service quickly and transparently

[Sumukh Shashidhar]

Hello @AS ,

Jira Software:
Jira Software is mainly used by software teams — like developers, testers, and project managers — to keep track of their work.
It helps them:

Create tasks (called “issues”)

Assign those tasks to the right people

See how the work is moving forward using boards and workflows

Plan and manage sprints if they follow Agile methods like Scrum or Kanban

You can think of it like a digital whiteboard where a team can plan and track their work together.

Jira Service Management (JSM):
JSM is used by teams that handle requests — like IT, HR, or customer support.
It helps them:

Receive requests (like “My laptop is not working”)

Track and resolve those issues step-by-step

Follow response timelines using SLAs (so no one gets missed or delayed)

Think of it like an online helpdesk where people can ask for help, and the team can manage and respond to those requests easily.

[Mathew Lederman]

Technically tasks are now "work items", not "issues" anymore.

[Humberto Gomes]

Before going any further and in order to assist you properly with this matter, it's very important to understand who the audience will be, their seniority/level, hierarchy, and familiarity with this tool and the use of it, it's for a business case?... Only then can we provide an accurate and appropriate response

[Mathew Lederman]

Short and simple

Jira is a ticketing system

Jira Service Management is a ticketing system with a customer-facing portal