Before we dive into the various pricing tiers, let's take a closer look at what Jira Service Management is and what it offers for service management teams.
What is Jira Service Management?
Jira Service Management is a comprehensive service management tool that is designed to help businesses and organizations manage their workflows more efficiently. It offers a wide range of features, including incident management, problem management, change management, and request management. With Jira Service Management, teams can easily track, manage, and resolve customer requests as quickly and accurately as possible.
Key Features of Jira Service Management
Some of the key features that Jira Service Management offers include:
- Incident management: Quickly respond to and resolve incidents through a streamlined workflow.
- Problem management: Identify and resolve the root cause of issues to prevent them from recurring.
- Change management: Manage the entire change process, from creation to approval to implementation.
- Request management: Handle all customer requests from one centralized location.
Jira Software vs Jira Service Management
Jira Service Management is built on the same Jira platform that you might already be using in your company for managing your software development projects.
Jira Software has features like agile, scrum and kanban boards, roadmaps, and reporting that help development teams collaborate on projects effectively.
On the other hand, Jira Service Management offers features like a customer portal, SLA management, automation rules, knowledge base and asset management that are more geared towards IT support teams.
It's worth noting that both Jira Service Management and Jira Software can be integrated with each other to provide a comprehensive solution for IT and development teams.
This integration allows organizations to have a unified view of their IT operations and software development processes.
Jira Service Management Pricing Editions
Jira Service Management offers a range of pricing plans to cater to organizations of different sizes and requirements.
Pricing for the different tiers is based on the number of agents that will be using the tool.
An agent is a user who has the necessary permissions to work on service requests. Agents are able to view, assign, and resolve issues, as well as communicate with customers through comments. Agents can also access the queues where service requests are organized, and prioritize or reassign them as needed.
All of the editions include a self service portal, SLA, reports, knowledge base, approvals, queues and customizable workflows.
Below are the available pricing editions:
The free plan is a great option for small teams who are just getting started. This plan includes basic service desk features, such as email integration and customer portals, as well as support for up to 3 agents. While it does not include any SLAs or advanced reporting capabilities, it is a great way to get started with Jira Service Management.
With the free plan, businesses can create a service desk portal to provide a central location for customers to submit requests, view status updates, and communicate with agents. This can help to streamline communication and improve customer satisfaction.
The free edition is limited to 100 email notifications/day, a 2 GB attachment limit, and community support.
The standard plan is designed for growing teams that need more advanced features. It includes all the features of the free plan, as well as SLAs, customizable queues, and support for up to 10,00 agents. Pricing for the standard edition starts at $21/agent/month.
With the standard plan, businesses can create custom queues to help prioritize and manage requests. This can help to ensure that requests are handled in a timely manner and that the most important requests are addressed first.
In addition, the standard plan includes SLAs, which can help to ensure that service level agreements are met. This can be particularly important for businesses that have strict service level agreements with their customers.
The premium plan is ideal for larger enterprises that need more advanced features and support. It includes all the features of the standard plan, as well as features such as Jira native asset and configuration management, global and multi-project automation, automatic incident creation and other advanced incident management functionality.
With the premium plan, businesses can take advantage of advanced automation features, such as automatic ticket assignment and escalation rules. This can help to reduce manual work and improve efficiency.
In addition, the real-time reporting features can provide businesses with valuable insights into their service desk performance. This can help to identify areas for improvement and optimize service delivery.
Pricing for the premium plan starts at $47/agent/month.
The enterprise plan is the most comprehensive plan offered by Jira Service Management. It includes all the features of the premium plan, as well as additional customization options and support for unlimited agents.
For organizations that require advanced security, compliance, and support, the Enterprise edition offers features like enterprise-grade support and dedicated account management. In addition, this includes access to advanced data & insights capabilities such as Atlassian data lake and Atlassian analytics.
The enterprise plan starts at $670/agent/year and requires an annual commitment.
Overall, Jira Service Management offers a range of pricing tiers to help businesses of all sizes and budgets manage their service desk needs. Whether you're just getting started or need a comprehensive service management tool, Jira Service Management has a plan to meet your needs.
Additional Costs to Consider
While the pricing tiers offer a good starting point, there are additional costs to consider when using Jira Service Management.
Apps and Integrations
Jira Service Management offers a wide range of integrations and add-ons that can be used to enhance its functionality. For example, Multiplier is a plugin that helps to automate your company's internal access request process for tools by automatically provisioning via connectors with Okta, Azure AD and Google Workspace.
However, some of these may come at an additional cost, so it's important to carefully evaluate what you need before adding any add-ons or integrations.
Data Storage and Migration
If you have a large or complex deployment, you may need to pay for additional data storage or migration services. This is especially true if you're migrating data from another service management tool.
Training and Consultation Services
If you're new to Jira Service Management or need help setting up your deployment, you may need to invest in training or consultation services. These can be valuable investments in the long-term success of your deployment.
When it comes to choosing a service management tool like Jira Service Management, the pricing options can be overwhelming. By carefully evaluating your organization's needs and the features offered by each pricing tier, you can make an informed decision that fits your budget and helps your team work more efficiently. Keep in mind that additional costs may be necessary, such as add-ons or consulting services, but with the right approach, Jira Service Management can be a valuable asset to your organization.