HEAD TO HEAD · RATED SEPTEMBER 2026

Jira Service Management vs monday service: which IT service desk fits a mid-size team in 2026?

Last reviewed 27 September 2026 · Service Desk Compare reviewers

monday service wins on the business-teams weights; Jira Service Management is the stronger pick where integrations and pricing transparency matter most.

Totals and ranks on this page use the business-teams weights (five criteria at 20% each; ITIL and CMDB shown for information only). For ITIL and CMDB weighted scores, see the full ITSM ranking.

Jira Service Management

7.9 / 10

Rank 4 of 9 on the business-teams ranking

Full ITSM ranking: rank 2= at 7.8

Free for 3 agents; Standard $20 per agent per month

Read the Jira Service Management review

monday service

8.3 / 10

Rank 1= of 9 on the business-teams ranking

Full ITSM ranking: rank 7= at 7.0

$31 per seat per month (Standard, annual; 3-seat minimum)

Read the monday service review

How do Jira Service Management and monday service compare on each criterion?

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Jira Service Management and monday service scores by criterion, editorial assessment, 0 to 10
Criterion	Weight	JSM	monday service	Higher score
ITIL practice coverage Why these scores JSM: Incident, problem and change management are documented and a PinkVERIFY logo is shown, but change and advanced incident and problem management are Premium. monday service: Request intake, incident handling, SLA monitoring and a knowledge base are documented; problem and change management are not documented on the pages we read.	Info only	8	4	JSM
Automation and AI assistance Why these scores JSM: Rovo Agents from Standard; the virtual service agent is Premium only. monday service: Named IT agents (IT Help, Device, Access) plus triage, knowledge and SLA monitoring agents, and AI Ticket Triage on every plan including Standard.	20%	7.5	9	monday service
Time to value Why these scores JSM: A free plan for three agents and preconfigured templates, with more configuration once ITSM practices beyond request handling are switched on. monday service: Published plans from three seats, a 14-day trial and board-based setup that does not require an ITIL process design up front.	20%	7	8.5	monday service
Configuration management (CMDB) Why these scores JSM: Asset and configuration management from Standard and advanced Assets on Premium; no discovery claim on the pages we read. monday service: No CMDB or IT asset management is documented on the pages we read, the lowest score in this set.	Info only	7.5	2	JSM
Usability for non-IT requesters Why these scores JSM: Customer portal, email and chat on every plan, with a custom-branded help center from Standard. monday service: A customer portal on every plan (10 users on Standard, 100 on Pro, unlimited on Enterprise) and intake through email and WorkForms.	20%	7	8.5	monday service
Integrations Why these scores JSM: Native ties to Jira for engineering teams and deployment gating with CI/CD tools on Premium. monday service: PagerDuty, Active Directory, Jira, Slack and Teams are named, plus '200+ more via API, MCP & native connectors'.	20%	9	7.5	JSM
Pricing transparency Why these scores JSM: Every plan except Enterprise has a public per-agent price, including a free tier. monday service: Standard and Pro are priced publicly; Enterprise is quoted and portal user caps vary by plan.	20%	9	8	JSM

JSM scores higher on 2 criteria, monday service on 3, and 0 are tied among the five scored criteria.

How much do Jira Service Management and monday service cost?

Jira Service Management published pricing
Plan	Price	What changes
Free	$0	Up to 3 agents.
Standard	$20 per agent/month	Rovo Agents, asset and configuration management, 250 Rovo credits.
Premium	$51.42 per agent/month	Advanced assets, virtual service agent, advanced incident and problem management, change management, deployment gating with CI/CD tools.
Enterprise	Not published (custom, billed annually)

monday service published pricing
Plan	Price	What changes
Standard	$31 per seat/month	Billed annually, 3-seat minimum. AI Ticket Triage for 1 ticket board; ticket intake via email and WorkForms; customer portal for up to 10 users; unlimited tickets.
Pro	$45 per seat/month	Billed annually. AI Ticket Triage for 3 boards; portal for up to 100 users; dynamic auto-responses for any channel.
Enterprise	Not published (contact sales)	AI Ticket Triage for unlimited boards; unlimited portal users; 250K automation and integration actions per month; HIPAA compliance.
Trial	14 days

Which ticket stages does each one automate?

What each vendor's public pages document for each stage, as read on 27 Sep 2026. 'Not documented' means we did not find it on the pages we read, not that the product cannot do it.

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Lifecycle Automation Census for Jira Service Management, as a table
Stage	Status	Note
01 Logged	Documented	Portal, email, chat and forms on every plan Source
02 Categorised	Partial	Rovo Agents for AI-powered employee support; no auto-categorisation claim Source
03 Routed	Partial	Queues and workflows; no AI routing claim Source
04 Resolved	Documented	Virtual service agent (Premium) Source
05 Closed	Not documented
06 Reviewed	Documented	Group incidents to problems for root cause analysis Source

What each vendor's public pages document for each stage, as read on 27 Sep 2026. 'Not documented' means we did not find it on the pages we read, not that the product cannot do it.

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Lifecycle Automation Census for monday service, as a table
Stage	Status	Note
01 Logged	Documented	Intake through email, WorkForms and the portal Source
02 Categorised	Documented	Automatic categorization and summarization of cross-channel requests Source
03 Routed	Documented	Skill-based and load-balanced routing Source
04 Resolved	Documented	Intake & Triage Agent auto-resolves common requests Source
05 Closed	Not documented
06 Reviewed	Documented	Knowledge Agent flags stale articles and learns from resolved tickets Source

What each vendor's public pages document for each stage, as read on 27 Sep 2026. 'Not documented' means we did not find it on the pages we read, not that the product cannot do it.

When should you choose Jira Service Management?

Choose Jira Service Management if integrations and pricing transparency matter most to your team. It scores 9 and 9 there, against monday service's 7.5 and 8. Native ties to Jira for engineering teams and deployment gating with CI/CD tools on Premium. We list it as best for: IT and engineering teams that share Jira and want a free starting tier. Read the Jira Service Management review

When should you choose monday service?

Choose monday service if automation and AI assistance and time to value matter most to your team. It scores 9 and 8.5 there, against Jira Service Management's 7.5 and 7. Named IT agents (IT Help, Device, Access) plus triage, knowledge and SLA monitoring agents, and AI Ticket Triage on every plan including Standard. We list it as best for: mid-size IT teams that want AI triage and agents on every plan and serve requesters outside IT. Read the monday service review

What do buyers ask about Jira Service Management and monday service?

Which is better overall, Jira Service Management or monday service?

On the business-teams weights, monday service scores 8.3 and Jira Service Management 7.9 out of 10, ranking 1= and 4 of 9 on the business-teams ranking. Jira Service Management leads on 2 criteria and monday service on 3.

Which is cheaper, Jira Service Management or monday service?

Jira Service Management lists Free for 3 agents; Standard $20 per agent per month; monday service lists $31 per seat per month (Standard, annual; 3-seat minimum). Pricing units differ (per agent, per seat or per technician), so compare the plan that includes the practices you need. On pricing transparency Jira Service Management scores 9 and monday service 8. The calculator prices both for your agent count.

Which has the deeper ITIL coverage and CMDB?

On ITIL practice coverage Jira Service Management scores 8 and monday service 4; on configuration management (CMDB) Jira Service Management scores 7.5 and monday service 2. Asset and configuration management from Standard and advanced Assets on Premium; no discovery claim on the pages we read.