Jira Service Management Pricing & Choose the Right Plan

 Jira Service Management pricing is based on the number of agents and is available in Free, Standard, Premium, and Enterprise plans. Each tier offers increasing levels of automation, SLA management, analytics, and support, allowing teams to scale their ITSM capabilities based on business needs. 

Jira Service Management Pricing Overview

Jira Service Management follows a flexible, subscription-based pricing structure designed to scale with your support team. The platform uses an agent-based billing model, meaning you only pay for licensed agents who manage and resolve service requests. Customers and request participants can submit unlimited tickets at no additional cost, making it cost-efficient for organizations with large user bases.

Pricing varies based on the selected plan and deployment option. Each tier — Free, Standard, Premium, and Enterprise progressively adds advanced capabilities such as automation, asset management, AI-powered support, analytics, and enhanced SLAs. This allows teams to start small and upgrade as service maturity and operational complexity increase.

jira-service

Jira Service Management Pricing by Team Size

1-50 – Team Size

per user/month

Free

Free for 3 Agents

Standard

Everything you need to get started 

Premium 

Scale your service management 

Enterprise

Advanced analytics & security for enterprises

 

$0

 

$20.63

 

$52.16

 

 Billed Yearly 

 

 

51-200 – Team Size

per user/month

Free

Free Forever for 10 user

Standard

Everything you need to get started 

Premium 

Connect work across teams

Enterprise

Advanced analytics & security for enterprises

 

$0

 

$16.12

 

$42.15

 

 Billed Yearly 

 

 

201-500 – Team Size

per user/month

Free

Free Forever for 10 user

Standard

Everything you need to get started 

Premium 

Connect work across teams

Enterprise

Advanced analytics & security for enterprises

 

$0

 

$12.00

 

$31.64

 

 Billed Yearly 

 

 

501-1000 – Team Size

per user/month

Free

Free Forever for 10 user

Standard

Everything you need to get started 

Premium 

Connect work across teams

Enterprise

Advanced analytics & security for enterprises

 

$0

 

$10.13

 

$26.42

 

 Billed Yearly 

 

 

1001-5000 – Team Size

per user/month

Free

Free Forever for 10 users

Standard

Everything you need to get started 

Premium 

Connect work across teams

Enterprise

Advanced analytics & security for enterprises

 

$0

 

$8.39

 

$18.16

 

 Billed Yearly 

 

 

5001-10000+ – Team Size

per user/month

Free

Free Forever for 10 users

Standard

Everything you need to get started 

Premium 

Connect work across teams

Enterprise

Advanced analytics & security for enterprises

 

$0

 

$7.87

 

$16.62

 

 Billed Yearly 

 

 

Jira Service Management Pricing: Key Benefits by Plan

Free
Includes
Pre-Built Templates and Apps for Every Team

Jira Service Management offers ready-to-use templates and apps with pre-configured request types, workflows, and automation, helping HR, marketing, and other teams quickly deliver a seamless service experience. 

Streamlined Alerts, On-Call Scheduling, and Incident Management

Effortlessly manage incoming alerts with automated routing rules, clear escalation policies, and structured on-call schedules to ensure timely incident response. 

Multi-Channel Support: Portal, Email, and Chat

Employees and customers can easily submit requests through multiple channels—including email, Microsoft Teams, Slack, an embedded widget, or the customer portal—ensuring fast and convenient communication for every user. 

Streamlined Work Intake with Custom Forms, Workflows, and Queues

Easily collect and manage requests with customizable, user-friendly forms. Configure workflows using a drag-and-drop editor and set up queues to efficiently triage and prioritize work.

Embedded Knowledge Base

Easily create, update, and manage knowledge articles. Suggest relevant content to customers to enable self-service and reduce support requests. 

Standard
All from Free, plus
Rovo Agents, Search, and Chat for AI-Powered Support

Enhance teamwork with AI-driven Rovo Search, Chat, and Agents. Streamline operations and accelerate incident management using intelligent automation. 

Asset and Configuration Management

Track and manage the full lifecycle of assets and services. Visualize dependencies, resolve incidents faster, and reduce operational risks. 

Custom-Branded Help Center

Deliver a professional support experience with your company-branded help center URL, reinforcing brand identity for your customers. 

Unlimited Email Notifications

Keep customers, agents, and admins fully informed with unlimited email alerts for all request activity, ensuring timely communication. 

Audit Logs & Multi-Region Data Residency

Maintain a complete record of critical events, such as permission changes, while controlling where key data is securely hosted across regions. 

Up to 20,000 Agents & Unlimited Customers

Scale confidently with support for up to 20,000 licensed agents handling requests from unlimited customers at no additional cost. 

Premium
All from Standard plus
Virtual Service Agent

Leverage AI-powered conversational support to automate common requests, reduce workload, and free agents to focus on high-value service interactions. 

Advanced AIOps Capabilities
Accelerate incident detection and resolution with AI-driven alert grouping, automated incident creation, and streamlined post-incident reviews.
Real-Time Incident Monitoring
Monitor systems continuously with heartbeat tracking and receive instant alerts when services go down, enabling faster response and reduced downtime.
Advanced Incident and Problem Management

Quickly identify impacted services, escalate issues to the right teams, and resolve incidents faster. Leverage alerts, health insights, and post-incident reviews (PIRs) to address root causes and prevent recurrence. 

Unlimited Whiteboards
Configure and automate approval workflows based on change type, AI-driven risk assessments, and CAB processes to reduce disruption and ensure controlled releases.
Deployment Gating with CI/CD Tools
Automate and enforce approval workflows for deployments triggered through connected CI/CD tools, reducing risk and improving release control.
Enterprise
All in Premium, plus
Cross-Product Insights with Atlassian Analytics & Data Lake
Consolidate data across your Atlassian toolchain to gain unified insights, enabling smarter decisions and enterprise-wide visibility.
Advanced Admin Controls & Security
Manage users and security at scale with enterprise-grade governance, including advanced encryption and Shadow IT controls for stronger compliance and oversight.
Enterprise-Grade Identity & Access Management
Strengthen security with SSO, SCIM provisioning, and multi-IdP support through a centralized admin console, powered by Atlassian Guard Standard.
Unlimited Automations

Boost operational efficiency by eliminating repetitive manual tasks with unlimited automated workflows and process rules. 

Branded Status Pages
Create real-time, public status pages with your branding to proactively keep customers informed about service availability and incidents.
Multiple Sites (Up to 150)
Enable data isolation and administrative independence across up to 150 sites, allowing each instance to be customized to specific team needs.

 

Feature

Compare Jira Service Management Features Across Plans

Jira Service Management: Request Management

Virtual Service Agent

 AI-powered assistant that answers common queries and automates repetitive support tasks, freeing agents to focus on higher-value work.

Request Management

 Centralize service intake from multiple channels with configurable forms, workflows, and queues to streamline how work enters your system.  

ESM Templates

 Ready-made templates for HR, legal, facilities, and other teams that jump-start project setup and reduce configuration time.  

Multi-Language Support

Support users in their preferred language by enabling any of the platform’s available translated interfaces.  

Chat Integration

 Connect support workflows with Slack, Microsoft Teams, and other chat tools to create and update requests directly within conversations. 

Jira Service Management: Incident and Problem Management

AIOps

AI-driven insights and alert grouping help identify patterns, reduce noise, and improve response accuracy across incidents and problems.  

Alert Notifications

Route real-time alerts to the right teams via email, SMS, voice, and push notifications to ensure rapid awareness and action.  

On-Call Schedule

Configure rotation schedules, escalation rules, and routing policies so the right responders are notified immediately.  

Alert Data Retention

Store historical alert information for trend analysis, compliance, and post-incident review over extended retention periods.  

Major Incident Escalation

Trigger coordinated major incident workflows automatically or via API to streamline crisis response and cross-team collaboration.  

Incident Stakeholder Communication

Keep key stakeholders informed with consistent updates via multiple channels and centralized incident context.  

Integrations

Connect with monitoring, logging, and operations tools to centralize alerts, automate ticket creation, and correlate incident data. 

Active Incident Monitoring

Track live incident status, responder activity, and key events to maintain visibility throughout resolution.  

Status Pages

Share real-time updates via public or internal status pages to inform users and reduce inbound inquiries during disruptions.  

Jira Service Management: Change Management

Approvals

Define flexible approval workflows so changes only proceed after required sign-offs from teams or change advisory boards.

Change Risk Assessment

Evaluate potential impact and risk of planned changes to reduce disruptions and support informed decision-making before execution.

Change Calendar

Centralized scheduling view that highlights planned releases, avoids conflicts, and improves alignment across teams and environments.

Deployment Tracking

Monitor progress of deployments in real time, tying release activities back to change requests for full visibility.

Deployment Gating

Enforce automated checks or manual gates in CI/CD pipelines to prevent risky or unauthorized deployments from progressing.

AI Risk Assessment

Leverage AI insights to score and predict change risk, helping teams prioritize safer and more successful implementations.

Assets: Asset and Configuration Management

Asset and Service Repository

Central store for all assets and service records, ensuring a single source of truth for your infrastructure and business resources. 

Service Registry

Organize and catalog all available services so teams can quickly find, request, and manage service offerings across the organization. 

Service Dependency

Track how services relate to each other to understand upstream/downstream impacts and improve incident response accuracy. 

Data Management

Maintain clean, reliable asset data with structured fields and governance, improving reporting, compliance, and lifecycle tracking. 

Asset Discovery

Automatically detect and import assets from your environment, reducing manual entry and improving accuracy of configuration data. 

Service and Infrastructure Health Analysis

Monitor asset health and performance to catch issues early and maintain reliable operations across the service estate. 

Customer Service Management

Rovo Customer Service

AI-powered assistant that helps answer queries, surface relevant knowledge, and guide customers through self-service with intelligent support responses. 

Omnichannel Support

Collect and manage customer requests from email, web forms, portal, and messaging channels in one unified workflow. 

Customizable Support Site

Design a branded help center that reflects your identity and makes it easy for customers to find information and submit requests.

Team Workspace

Organize work by team with shared views, prioritized queues, and collaboration tools to keep support operations efficient and aligned.

Customer Context

Provide agents with rich background information and interaction history to deliver faster, more personalized support experiences.

Developer Escalations

Seamlessly escalate technical issues to development teams with traceable handoffs and linked engineering workflows.

Jira Service Management: Security and Controls
Atlassian Guard Standard

Single sign-on, SCIM provisioning, and mobile app management enhance secure access and centralized identity control. 

Atlassian Guard Premium
Advanced security with data classification, automated threat detection, and content scanning to protect sensitive information.
Password Policies
Enforce strong password requirements and expiration rules to strengthen account security across your organization.
Domain Verification
Validate and secure your organization’s domains to control who can join and access your Atlassian products.
Session Duration Management
Configure how long sessions remain active to reduce risk from unattended devices and enforce security best practices.
Encryption in Transit and at Rest
Protect data with industry-standard encryption throughout transmission and storage.
Business Continuity & Disaster Recovery
Built-in resilience and recovery planning capabilities help maintain availability during outages and disruptions.
Mobile Device Management (MDM)
Apply policies to manage and secure access from mobile devices across your enterprise.
Audit Logs – Site Changes

Track key administrative actions with change logs to support compliance and governance reviews.

Data Residency
Choose where your critical data is stored to meet regional compliance and privacy requirements.
Admin Insights
Gain visibility into product usage and administrative activity to make better governance decisions.
IP Allowlisting

Define trusted IP ranges to restrict access and tighten network-level security controls.

Sandbox

Test configurations, automations, and upgrades safely before applying to production environments.

Release Tracks

Control timing of feature releases by selecting maintenance or deployment tracks that fit your change policies.

Multiple Identity Providers (IdP)
Support more than one IdP to accommodate complex authentication needs in large organizations.
Audit Logs – User Activity
Capture detailed user event logs to support investigations, audits, and operational transparency.
Product Requests
Collect, prioritize, and review internal product enhancement requests to better align service improvements with user needs.
User Counts
Monitor accurate user counts to manage licenses, forecast growth, and optimize spend.

What Our Customers Have to Say

"Empyra has been extremely helpful in getting Cohen & Company’s Atlassian environments up and running. They have been able to provide great guidance in the options available and also have been able to execute on implementation of those options in a timely and effective manner. They have helped us bring in other departments outside of IT to utilize the service desk options to manage requests and workflows with great reviews from those teams."

Chief Technology Officer

Cohen and Company

"The Empyra consultant has allowed us to take the use of Atlassian's Jira product to new levels across the organization, providing significant improvements in workflows in IT as well as many Finance and Operations teams. There have been some complex requests that Empyra have dealt with, and all have been completed professionally, collaboratively, and efficiently. Empyra have always been super responsive, and are keen to work with the various OTC teams to solve their individual business needs."

Roger Abrahams, Senior Vice President - IT

OTC Industrial Technologies

"As our exclusive Atlassian partner, we brought Empyra in to plan, execute and manage our Atlassian migration to the cloud. From pre to post migration activities and support, Empyra was there to support our project team every step of the way. The migration went as smoothly as possible, and there was no major impact to our business operations."

Sr. Manager, Portfolio Management

"I was very pleased with the consistent can-do attitude the Empyra team brought to each meeting, they quickly came up with solutions, suggestions, recommendations on our various challenges and pitfalls during the migration. My team and I really appreciated that the Empyra team made themselves available 24/7 to troubleshoot with us or answered any questions raised in a timely manner."

Sr. Manager, Portfolio Management

"I'd like to extend a heartfelt thank you to the Empyra team for their exceptional support during our migration of Confluence and Jira from server to cloud including 14 managed apps. Their expertise and dedication were instrumental in navigating this complex transition smoothly. We truly couldn't have achieved this milestone without their guidance and hard work. Their efforts were a crucial factor in the success of our migration project, and we are deeply appreciative of their partnership. Thank you, Empyra, for being such a reliable and effective ally in our journey to the cloud!"

Gavi Ornelas-Morales, Tools Support, Supervisor

University of California Office of the President

"monday.com and Empyra provided us with a scalable solution that allows my team to respond quickly to client requests. Additionally, the user-friendly UI with improved workflows helped our underwriting team manage the business in one platform alongside business development. Empyra has done a wonderful job and I envision a long-term relationship on a go-forward basis."

Untitled design (14)-Aug-01-2024-09-50-04-7382-AM

Daniel Cottrel

Managing Partner, VasarcaRx

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Frequently Asked Questions

How does the Jira Service Management pricing calculator work?

The Jira Service Management pricing calculator estimates cost based on the number of licensed agents and selected plan (Free, Standard, Premium, or Enterprise). Since billing is agent-based, you only pay for users who manage requests, while customers can submit tickets at no additional cost.

What is Jira Service Management Cloud pricing based on?

Jira Service Management Cloud pricing depends on the number of agents and the selected subscription tier. Cloud plans are billed monthly or annually and include hosting, security, updates, and scalability managed by Atlassian.

What is the difference between Jira Service Management Standard vs Premium?

The Standard plan includes core ITSM features such as request management, SLAs, audit logs, and branded portals. Premium adds advanced capabilities like asset and configuration management, incident escalation, AI-powered risk assessment, and enhanced support SLAs.

How is Jira Service Management pricing for Data Center structured?

Jira Service Management Data Center pricing follows an annual license model based on agent tiers. It is designed for organizations requiring self-managed infrastructure, high availability, and greater control over compliance and data hosting.

What is included in Jira Service Collection pricing?

Jira Service Collection pricing bundles Jira Service Management with additional Atlassian tools to support ITSM, development, and collaboration. Pricing varies depending on selected products, user counts, and deployment model.

What does Jira Service Management Premium pricing include?

Jira Service Management Premium pricing includes advanced incident management, asset tracking, deployment gating, AI-driven insights, and higher support SLAs. It is ideal for organizations needing deeper operational visibility and automation.

Is Jira Service Desk different from Jira Service Management?

Jira Service Desk was the former name of Jira Service Management. Atlassian rebranded and expanded the platform to include ITSM, DevOps, and enterprise service management capabilities beyond traditional help desk functionality.