Jira Service Management Pricing: Everything You Need To Know

Every workplace has a lot of moving parts, and in order for teams and your business to function smoothly and efficiently, you need a centralized system for configuration management. Simply put, you need one platform to help you track and manage service delivery, and act as a service desk tool to resolve customer service issues and advanced incidents and problems when they arise. This is where Jira Service Management comes in. 

Jira Service Management (JSM) is an Atlassian product built on the Atlassian software platform where you can do all these things and more. As a tool primarily used for IT service management (ITSM) practices within an organization, it builds upon the core functionality of Jira by adding features specifically designed for service management and incident management for support teams and customers in real-time. 

Whether you’re a new customer wanting to migrate to JSM from a legacy solution like ServiceNow, or implementing the tool from scratch, some of the most frequently asked questions have to do with Jira Service Management Cloud Plans pricing.

Quick Take: How Much Does JSM Actually Cost?

Every situation is different, so in terms of hard numbers for Jira Service Management pricing, the answer depends on which plan you choose and the number of users you have. However, when trying to determine JSM pricing, you should look beyond the hard costs and consider the total cost of ownership. Here’s a quick snapshot of the current estimated costs for the different tiers: 

• Free: $0 for up to three agents
• Standard: $19.04 per agent per month
• Premium: $47.82 per agent per month
• Enterprise: This service level is billed annually, but you’ll need to contact a sales agent here.

When evaluating JSM's total cost of ownership, you should consider the hard costs of pricing per tier and per user, as well as the cost of license management services provided by a solution partner with service level agreements to get your business running smoothly. JSM’s comprehensive service, incident, change, asset, audit logs, and knowledge base management may also mean you can sunset other solutions and approval workflows to save on costs there. The total economic benefits of migrating to JSM from a legacy solution are countless. 

Jira Service Management Pricing: Calculating Hard Costs

JSM licensing fees are certainly one of the most significant and easily quantifiable hard costs related to implementing the solution. Unlike many competitors, Atlassian strives to be transparent about costs, so you will find the latest per-user Jira Service Management pricing on its website. The company offers four different plans, each with their own pricing structure.

1. Free Plan

Subscriptions start at $0 as Jira Service Management's pricing is completely free for up to three service agents with the basic plan, but storage and email notifications are limited. It’s a good fit for small teams and a smart way to get started if you just want to try it out. Here are some key takeaways:

• Templates for ITSM, customer service, human resources and more
• Multi-channel guide including customer portal, security, email, and chat
• Work intake through customizable forms, workflows, and queues
• Embedded knowledge base
• Alerts, on-call schedules, and incident template assets
• Support from Atlassian Community is also included for free

2. Standard Plan

The Standard plan offers a lot of value for the money. You can have up to 20,000 agents with this plan, but it doesn’t have quite as much functionality at Premium plans. If you can do without asset management, this might be a fit for you. Consider these features to help you make your decision:

• Custom-branded help center
• Unlimited email notifications
• Audit logs and multi-region data residency
• Up to 20,000 agents and unlimited customers
• Regional support

3. Premium Plan

The Premium plan is an excellent solution for busy IT service desks and the overall recommendation for users. Jira Service Management's features include asset management capabilities and a 99.9% uptime SLA, but you’ll have to pay extra for Atlassian Guard to connect to your identity provider. Here’s what you need to know: 

• Included premium AI-powered service and operations
• Virtual service agent
• Asset and configuration management
• Incident and problem management
• Change management 
• Deployment gating with CI/CD tools
• Advanced alert integrations and incident investigation
• Real-time incident monitoring
• 24/7 support for critical issues
• 99.9% uptime SLA

4. Enterprise Plan

The Enterprise plan is essential if you need more than one site, and Guard is included to manage users across sites. Atlassian Analytics and Atlassian Data Lake are also included in this plan. Make sure you consider these factors when choosing the best system for you: 

• Cross-product insights with Atlassian Analytics and Data Lake
• Advanced admin controls and security
• Enterprise-grade identity and access management
• Unlimited automation
• Multiple sites (up to 150)
• 24/7 support for all issues
• 99.95% uptime SLA

You can compare Jira Service Management pricing and plans in more detail here or contact the Isos team who are always happy to chat!

Jira Service Management for Comprehensive Functionality 

Looking beyond Jira Service Management pricing and licensing fees, migrating to JSM can significantly reduce hard costs related to other software in use within your company. JSM is so much more than just an ITSM solution. In addition to its service management capabilities, JSM incorporates comprehensive incident and problem, asset and configuration, change, and knowledge management. That, in addition to powerful, built-in, low-code/no-code automation, means companies that switch to JSM may be able to sunset other solutions they currently rely on to support some of these capabilities.

In addition, Jira Service Management is so flexible that it is an excellent solution for service desks of all types–facilities, human resources, marketing, legal, procurement, and more. At Isos Technology, we’ve stood up many of these types of service portals. Companies benefit from streamlining those processes and creating much-needed visibility for cross-departmental workflows like onboarding and offboarding. Again, the point solutions those departments were previously using can be sunsetted too.

Right-Size Your Plan So You Don't Go Down the Wrong Path

Another thing to keep in mind about the hard costs related to Jira Service Management pricing is that right-sizing your plan may mean sunsetting some other apps. Because the functionality is somewhat different depending on what plan you opt for, upgrading plans, optimizing the way you use the solution, or making use of automation may mean that you can sunset some of the Marketplace apps you’re using. That will have an impact on your total cost of ownership since you won’t have to pay licensing fees for those apps anymore.

Jira Pricing for Customers: Cost vs. Impact

Atlassian commissioned Forrester to conduct a quantitative study of how companies, management, and teams alike can benefit operationally and economically by switching from a legacy solution to JSM, and how quickly they can see a return on their investment. The study considered upfront implementation costs and licensing fees using Jira Service Management pricing at the Premium level. 

The bottom line and resulting outcomes from JSM implementation were precise and clear. Essentially, the total economic impact of Atlassian Jira Service Management report demonstrates how one company* achieved an ROI of 277%, economic benefits of $4.19M over three years, with a payback period for their upfront investment of just six months. These numbers alone should make using JSM more of a rule than a guideline.

If you want to get started streamlining your business for a better experience for both employees and customers, Jira Service Management has you covered. Still on the fence? Consider the following for your growing teams' project management needs and goals:

• Technical teams and business teams can now work alongside each other seamlessly in one platform. 
• Agile teams can now streamline their workflow with better templates, lingo and development.
• Remote teams can take advantage of more efficient task assignments, comment features and boards with clear communication without having to step foot in the office.