Jira Service Management
VerifiedITSM and service desk platform from Atlassian for IT, dev and business teams
- Deployment Cloud Based, On Premises, Hybrid
- Starting price Free
- Free trial Available
- Best for Startups, SMEs, Agencies
What is Jira Service Management?
Jira Service Management is Atlassian's IT service management platform, built on top of Jira to connect development, IT operations and business teams. It covers request, incident, problem and change management with SLA tracking, an employee self-service portal, an AI-assisted knowledge base, and asset and configuration management including CMDB and network discovery. It is ITIL-compatible and integrates tightly with Jira Software and other Atlassian tools.
Pricing is per agent per month with a free tier for up to 3 agents, a Standard tier around $20/agent/month billed annually, and a Premium tier around $51.42/agent/month billed annually, with a custom-quoted Enterprise tier for large organizations. Only agents who work tickets are charged; employees submitting requests through the portal are free, which makes the platform attractive to organizations of many sizes, from startups to large enterprises.
Key Features of Jira Service Management
Jira Service Management lists 8 documented features, including Incident, problem and change management, Self-service portal with AI-powered knowledge base and Configurable SLA policies with automated escalation. The list below covers what the product does rather than how it is marketed.
- Incident, problem and change management
- Self-service portal with AI-powered knowledge base
- Configurable SLA policies with automated escalation
- Asset and configuration management (CMDB) with network discovery
- ITIL-certified change management workflows
- Deep integration with Jira Software and other Atlassian products
- Automation rules and REST API for custom integrations
- Multi-channel request intake (portal, email, chat)
Jira Service Management Pricing
Jira Service Management lists 4 plans. One is free; the rest are quoted on request.
Free
Free
Up to 3 agents
Basic incident, request and problem management for small teams
Standard
$20/agent/month
Annual billing rate; approximately $23.80/agent/month if billed monthly
Premium
$51.42/agent/month
Annual billing rate; adds advanced automation, analytics and asset management; approximately $53.30/agent/month if billed monthly
Enterprise
Custom
Custom-quoted plan for large organizations with advanced security and scale needs
Jira Service Management Specifications
Jira Service Management is available on web app and has iOS and Android apps. It offers an API, has a free trial and has a free plan.
- Deployment
- Cloud Based
- On Premises
- Hybrid
- Billing cycle
- Yearly
- Desktop
- Web App
- Mobile
- iOS
- Android
- Languages
- English
- Built for
- Startups
- SMEs
- Agencies
- Enterprises
- Support
- Phone
- Live Support
- Training
- Tickets
- Integrations
- Jira Software, Confluence, Slack, Microsoft Teams, and hundreds of Atlassian Marketplace apps
- Public API
- Yes
- Free trial
- Yes
- Free plan
- Yes
- Runs in browser
- Yes
- Customisable
- Yes
- Website
- atlassian.com
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