Jira Service Management Pricing & Choose the Right Plan

Jira Service Management pricing is based on the number of agents - with a Jira Service Management free plan available for up to 3 agents at no cost. Paid JSM pricing tiers - Standard, Premium, and Enterprise - offer increasing levels of automation, SLA management, analytics, and AI-powered support, billed per agent, per month. This agent-based JSM pricing model lets teams start small and scale their ITSM capabilities as operational needs grow.

Find the Right Plan for Your Team

Jira Service Management Pricing Overview

Jira Service Management follows a flexible, agent-based billing model - you only pay for licensed agents who manage and resolve service requests.

Jira Service Management per agent costs scale with team size, starting at $20.63 per agent/month for 1-50 agents (Standard) and decreasing as team size grows. Customers and request participants can submit unlimited tickets at no additional

JSM pricing cost, making it efficient for organizations with large user bases.
Jira Service Management pricing varies by deployment option and plan tier.

Free, Standard, Premium, and Enterprise each progressively add automation, asset management, AI-powered support, analytics, and enhanced SLAs - allowing teams to upgrade as service maturity and operational complexity increase.

Team sizeagents

Bill me Monthly Annually Save up to 17%

Prices are Atlassian Service Collection list prices in USD, excluding taxes, effective 13 October 2026. Monthly billing is progressive per agent; annual billing is priced by agent tier. Usage above the included allowances is billed separately: Rovo credits $0.01 each, automation $0.50 per 1,000 steps, Assets objects from $0.02 per object a month, virtual service agent from $0.30 per assisted conversation, and $1.00 per AI agent resolution in Customer Service Management. Contact our team for a formal quote.

Feature

Compare Jira Service Management Features Across Plans

Jira Service Management: Request Management

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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

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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."

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Daniel Cottrel

Managing Partner, VasarcaRx

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Book a Free Consultation with Our Atlassian Consulting Partner

Need help choosing the right JSM pricing plan? Our certified Jira Service Management consultants can assess your team size, workflows, and service requirements — and recommend the exact Jira Service Management pricing tier that fits your needs and budget.

Frequently Asked Questions

Talk to Jira Experts

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.

How many agents does the Jira Service Management free plan support?

The Jira Service Management free plan supports up to 3 agents at no cost. These 3 agents can manage and resolve service requests, access pre-built templates, use multi-channel support (portal, email, chat), and leverage the embedded knowledge base. For teams that grow beyond 3 agents, JSM pricing moves to the Standard tier starting at $20.63 per agent/month (1-50 agents, billed annually). Empyra can help you plan the right upgrade path - contact us for a personalized Jira Service Management pricing recommendation.

How is JSM pricing calculated per agent?

JSM pricing is calculated on a per agent, per month basis, billed annually. An agent is a licensed user who manages and resolves service requests. Customers and request participants who only submit tickets are not counted as agents and incur no additional cost. Jira Service Management pricing decreases per agent as your team grows - from $20.63/agent/month for 1-50 agents (Standard) to $7.87/agent/month for teams of 5,001-10,000+. Empyra helps organizations right-size their agent count to optimize JSM pricing and avoid overpaying for unused licenses.