YOUR PRIORITIES. YOUR SHORTLIST.
Select up to three products in one category. See the evidence, change the priorities and understand every point.
IT service management / YOUR COMPARISON
70% evidence coverage
With AI excluded: 76–100/100
US$21.50
Agent / month · VAT basis not stated
Teams already coordinating development and operations in Atlassian.
Atlassian lists a UK partner supplying and implementing Jira Service Management. This does not establish UK-only hosting.
The first number is earned from documented features. Unverified capabilities create the range. Product scores do not establish the quality, reliability or price of a particular plan.
| Capability & demo question | Jira Service Management70–100/100 documented fit |
|---|---|
Core workflowEmail request intake5.0 points availableAsk in the demoCreate a ticket from a test email. | ✓ Supported Email request channel. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowSelf-service request portal5.0 points availableAsk in the demoSubmit and track a request as an employee. | ✓ Supported Customisable help centre. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowConfigurable request forms5.0 points availableAsk in the demoShow a form collecting service-specific details. | ✓ Supported Configurable forms. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowSearchable knowledge base5.0 points availableAsk in the demoFind and use a relevant approved article. | ✓ Supported Knowledge articles and suggestions. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowAutomatic ticket assignment5.0 points availableAsk in the demoRoute a sample request to its responsible group. | ? Not verified Not established by the reviewed official evidence; request a demonstration. 0.0–5.0 / 5.0 points |
Core workflowService-level targets5.0 points availableAsk in the demoShow response and resolution targets on a request. | ✓ Supported SLA metrics. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowService performance reporting5.0 points availableAsk in the demoReport a backlog and a service-level result. | ✓ Supported Service reporting. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowIT asset inventory5.0 points availableAsk in the demoFind the device associated with a request. | ✓ Supported Assets inventory; plan object limits. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowService catalogue5.0 points availableAsk in the demoOrder a defined service from an employee-facing catalogue. | ? Not verified Not established by the reviewed official evidence; request a demonstration. 0.0–5.0 / 5.0 points |
Workflow depthConditional approval workflow5.0 points availableAsk in the demoRoute a request to a different approver based on its details. | ✓ Supported Conditional change approvals. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthProblem and root-cause records5.0 points availableAsk in the demoAssociate recurring incidents with a problem record. | ✓ Supported Root-cause and problem management. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthControlled change workflow5.0 points availableAsk in the demoDemonstrate review, approval and tracking of a change. | ✓ Supported Approval and change workflows. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthConfiguration dependencies5.0 points availableAsk in the demoShow how a service depends on related configuration items. | ✓ Supported Asset dependency mapping. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthOn-call escalation5.0 points availableAsk in the demoEscalate a sample alert to the current on-call responder. | ✓ Supported On-call and incident escalation. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthRestricted agent responsibilities5.0 points availableAsk in the demoShow a restricted role unable to change unauthorised records. | ? Not verified Not established by the reviewed official evidence; request a demonstration. 0.0–5.0 / 5.0 points |
Workflow depthAdministrative audit history5.0 points availableAsk in the demoFind an administrative change with actor and timestamp. | ✓ Supported Administrative audit logs. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthService data API5.0 points availableAsk in the demoRetrieve a request through an authenticated API. | ? Not verified Not established by the reviewed official evidence; request a demonstration. 0.0–5.0 / 5.0 points |
AIAI ticket summaries5.0 points availableAsk in the demoSummarise a long incident without omitting key evidence. | ? Not verified Not established by the reviewed official evidence; request a demonstration. 0.0–5.0 / 5.0 points |
AIAI response drafting5.0 points availableAsk in the demoDraft a reply grounded in a relevant knowledge article. | ? Not verified Not established by the reviewed official evidence; request a demonstration. 0.0–5.0 / 5.0 points |
AIConversational employee service agent5.0 points availableAsk in the demoResolve a routine request and demonstrate escalation. | ✓ Supported Premium virtual service agent. 5.0 / 5.0 pointsEvidence ↗ |
“Not verified” means the recorded evidence does not settle this specific check. It does not mean the feature is absent. Read the scoring method.