Atlassian: What European buyers should know
Atlassian tools are known for software developers. We often work with clients who choose Matrix42 for their Service Management - selecting between Atlassian and Matrix42. We want to share our experiences working with customers who evaluated both platforms.
Experiences from the field
ITSM, ESM, and software asset management solutions differ in their design approach. Some platforms were built specifically for service management, while others evolved from tools intended originally for other purposes. We like to advise buying organizations to carefully consider different requirements before making their selection.
Atlassian - a Cloud-based platform from Australia
Atlassian Jira Service Management is an IT service management cloud platform built on the Jira framework. The platform's architecture emphasizes collaboration between technical teams and service desk operations.
The platform provides incident management, change management, problem management, and asset management capabilities. Jira Service Management integrates natively with other Atlassian products.
Key features include a self-service portal, automation rules, SLA management, and knowledge base functionality. The platform uses Atlassian's workflow engine, allowing teams to customize service processes through visual configuration.
Pricing follows a tiered subscription model based on agent count.
Atlassian positions Jira Service Management for teams seeking integration between development and operations workflows.
The Atlassian trademark is owned by Atlassian Corporation.
Gartner Peer Insights ratings
Atlassian Jira Service Management received ratings across Gartner Peer Insights 2025 categories that reflect its market positioning.
The platform scores 4.5 for overall rating, 4.4 for ease of evaluation and contracting, 4.4 for integration and deployment, and 4.4 for service and support. The range for scores is 1 to 5.
These ratings represent feedback from organizations operating Atlassian Jira Service Management in various contexts.
Ratings as of November 2025
European buyers should consider specific aspects
Putting it all together for a busy reader
| Matrix42 | Atlassian | |
|---|---|---|
| Headquarters | ✅ Frankfurt, Germany Matrix42 operates under EU corporate law and jurisdiction | Sydney, Australia |
| Deployment Model | ✅ Multiple On-premises, private cloud, managed cloud, and SaaS options | Atlassian Cloud (SaaS only) Atlassian Data Center will be reaching end-of-life, when all licenses and subscriptions will expire. |
| Data location control | ✅ Data can reside entirely on customer-controlled infrastructure with on-premises deployment | Data hosted in AWS & Google Cloud Platform regions (EU residency options available); some metadata may be processed globally. |
| Legal Framework for Data Access | ✅ EU-based company subject to EU law; on-premises deployment eliminates third-party data access vectors | Governed by Atlassian’s Australian corporate jurisdiction; data stored in AWS & Google Cloud Platform regions is subject to the legal frameworks applicable to those regions. |
| AI Model selection | ✅ Can integrate customer-chosen AI models; on-premises deployment enables use of customer's own AI infrastructure or preferred providers | Atlassian Intelligence uses Atlassian-selected third-party LLMs (e.g., OpenAI); customers cannot bring their own AI models. |
| AI Provider Jurisdiction | ✅ Can select EU-based AI providers or keep AI processing within EU jurisdiction entirely | Atlassian Intelligence uses OpenAI with zero-retention; processing follows US-based provider policies and applicable regional laws. |
| ITIL Framework depth | ✅ Deep ITIL v4 alignment across all service management processes with comprehensive CMDB and asset management | ITSM coverage is extensible via marketplace apps (CMDB, asset management, and advanced ITIL processes often require third-party add-ons). |
| Endpoint management | ✅ Native Unified Endpoint Management integrated with service management | Third-party. integrations available |
Some things come up more often than others. Here's what we address frequently.
Deployment model
Jira Service Management will continue as a Cloud-first offering, with Data Center products reaching end-of-life on March 28, 2029. Atlassian Cloud is hosted on AWS and Google Cloud Platform, depending on region.
Organizations with on-premise requirements, hybrid deployment needs, or specific infrastructure mandates should evaluate whether cloud-only deployment aligns with their IT strategy and regulatory obligations.
Data sovereignty considerations
European organizations should examine data storage locations, data processing frameworks, and cross-border data transfer mechanisms.
Atlassian Cloud uses AWS and GCP data centers across regions (EU residency available). Some metadata may still be processed globally depending on product and configuration.
EU AI regulatory landscape
Organizations that need to consider the deeper implications of the EU AI Act should assess how Atlassian Intelligence features align with the regulation's requirements for transparency, documentation, and risk classification. Atlassian Intelligence uses OpenAI with zero-retention processing in the US. Organizations should review how data is processed, stored, and whether AI features can be disabled or restricted to meet EU AI Act requirements.
ITSM depth and ITIL alignment
Organizations with mature ITIL implementations should evaluate whether Jira Service Management provides sufficient depth for their requirements. Jira Service Management includes essential CMDB and change management capabilities, while advanced ITIL v4 functionality may require additional marketplace apps.
Endpoint management integration
Service desk teams requiring direct device management, remote control, patch management, or integrated asset visibility need to explore how to implement third-party endpoint management solutions and maintain integration with Atlassian Jira Service Management. Third-party endpoint management adds separate licensing costs and requires API integration maintenance.
Development-centric approach
Atlassian Jira Service Management platform architecture and workflow engine are well known from DevOps and development team workflows. Organizations with traditional IT service desk requirements or those serving non-technical business units may have to explore adaptation needs for the interface and configuration approach. Service desk teams without technical or development backgrounds may face steeper learning curves.
Extension and customization requirements
Sometimes achieving enterprise-grade ITSM functionality may require marketplace apps and custom extensions. Organizations should evaluate the total cost of required add-ons, the sustainability of third-party marketplace vendors, and the complexity of maintaining configurations across platform updates.
Value from Matrix42 comes in many ways
Deployment flexibility
Matrix42 customers value the choice of cloud, on-premise, or hybrid deployment models, aligning with their compliance requirements, data sovereignty obligations, and existing IT infrastructure.
European data and AI compliance
Matrix42 processes data in EU data centers with GDPR certification and EU AI Act readiness documentation.
Deep ITIL v4 alignment
Matrix42 offers comprehensive ITIL v4 process support, including full CMDB capabilities, advanced change management workflows, and problem management functionality that supports mature service management practices.
Implementation efficiency
Customers experience fast time-to-value from Matrix42, with implementation timelines that allow organizations to achieve operational readiness more quickly and with less disruption to ongoing operations.
Pricing clarity and value
Transparent pricing structures and predictable cost models from Matrix42 simplify budget planning and demonstrate clear value for the investment, without surprise costs from required add-ons or premium features.
Integrated endpoint management
Matrix42 connects service management and endpoint management directly, and enable service desk teams to resolve issues through integrated asset visibility and remote management without requiring separate tools or complex integrations.
Analytics capabilities
Matrix42's platform's analytics and dashboards provide visibility into service performance, asset utilization, and operational metrics.
European market proximity
Customers appreciate direct access to Matrix42 decision-makers, local support teams, and a vendor with deep understanding of European market requirements and regulatory contexts.
Your Cloud, Your Choice
The public cloud isn’t for everyone, especially if you need to keep your data on-premises or in your home country. With Matrix42 you can choose the hosting model that suits you best —giving you all the benefits of cloud with as much flexibility, control and data sovereignty as you need.
3 ways to deploy your Matrix42 software
Matrix42 Cloud
The perfect solution if you need systems and data to stay within your home country. We partner with a trusted cloud infrastructure provider in your country to host your Matrix42 solution, and we manage the software for you on a SaaS basis.
Matrix42 Private Cloud
An ideal model if you need to keep your data in a specific data center, but don’t want to manage the software yourself. You choose the data centre and manage the contract, and we manage the Matrix42 solution for you on a SaaS basis.
Matrix42 On-Premises
Ideal for organizations that need to manage and operate software entirely in-house. You deploy your Matrix42 solution on-premises, and manage it yourself with expert support from us, giving you full autonomy and control.
AI Empowering Every Role in the Organization
Matrix42 Intelligence brings AI to every role in your organization - on your terms - driving efficiency, control, and a superior service experience.
AI-native Enterprise Service Management
Unify IT, HR, Finance and Facilities services, and even more under one intelligent platform that orchestrates service delivery across your entire enterprise ecosystem.
IT Service Management
AI-powered IT Service Management that offers a quick start with key processes and scales with your demands.
Learn more
Enterprise Service Management
Powerful Service Management with out-of-the-box processes that let you go beyond IT.
Learn moreTrusted by Industry Leaders
Organizations across sectors rely on Matrix42 to transform their service delivery and drive digital transformation.
Engineering consultancy streamlines identity and access management. Onboarding time reduced from >1 day to 5 minutes. New employee access rights in 5 minutes; departed employee access revoked across all systems instantly.
A-Insinöörit
Applied sciences university modernizes support for 20,000 users. Serves 9,900 degree students, 13,000 open university students, and 660 employees. Project completed ahead of schedule with one-stop principle for all services across mobile devices.
Laurea University
Design furniture retailer responds to COVID e-commerce surge. 2-month implementation during pandemic eliminated email inbox crashes. Reduced customer service stress, improved productivity and job satisfaction; expanding from customer service to logistics and other departments.
Vepsäläinen