Jira Service Management
UK SOFTWARE PROFILE
Jira Service Management
Atlassian service workflows connecting requests, incidents, assets and controlled changes.
One product. Different jobs.
Each score uses that category's criteria. Compare products within a category, rather than comparing scores across unrelated tasks.
Pricing & practicalities
Model your total cost ↗Published starting point
US$21.50
Service Collection Standard · Agent / month · monthly billing
VAT basis not stated
Displayed Standard $21.50 and Premium $55.28 per agent/month. Calculator varies by team size; confirm UK taxes.
Check current price ↗Consider before choosing
- Service Collection bundles and asset allowances affect cost.
- Advanced operations and virtual service agent require Premium or Enterprise.
Connected workflows
- Microsoft Teams
- Slack
- Atlassian ecosystem
Confirm the integration's direction, permissions, plan and sync behaviour with the supplier.
BEHIND THE AI CLAIM
AI capabilities
Rovo provides search, chat and agents; Premium adds the virtual service agent.
Documented capabilities
- Virtual service agent
- Rovo search and chat
Plans, limits & questions
- Standard: 250 Rovo credits/user/month; Premium: 700.
- Virtual-agent usage and additional asset objects may cost extra.
Feature-by-feature evidence
IT service management — 20 scored checks
| 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.