DESK REVIEW · BUSINESS TEAMS RANK 4 · FULL ITSM RANK 2= OF 9 · RATED SEPTEMBER 2026
Last reviewed 27 September 2026 · Service Desk Compare reviewers
The natural service desk for teams already on Jira, as long as you budget for Premium.
Best for IT teams already on Jira
Business-teams ranking
Rank 47.9 / 10
Business teams and lean ITFull ITSM ranking
Rank 2=Tied at 7.87.8 / 10
ITIL and CMDB includedHow we scoreScroll for more
| Criterion | Weight | Score | Why |
|---|---|---|---|
| ITIL practice coverage | 15% | 8.0 / 10 | Incident, problem and change management are documented and a PinkVERIFY logo is shown, but change and advanced incident and problem management are Premium. |
| Automation and AI assistance | 18% | 7.5 / 10 | Rovo Agents from Standard; the virtual service agent is Premium only. |
| Time to value | 18% | 7.0 / 10 | A free plan for three agents and preconfigured templates, with more configuration once ITSM practices beyond request handling are switched on. |
| Configuration management (CMDB) | 12% | 7.5 / 10 | Asset and configuration management from Standard and advanced Assets on Premium; no discovery claim on the pages we read. |
| Usability for non-IT requesters | 14% | 7.0 / 10 | Customer portal, email and chat on every plan, with a custom-branded help center from Standard. |
| IntegrationsTied highest | 10% | 9.0 / 10 | Native ties to Jira for engineering teams and deployment gating with CI/CD tools on Premium. |
| Pricing transparencyTied highest | 13% | 9.0 / 10 | Every plan except Enterprise has a public per-agent price, including a free tier. |
Scores are editorial assessments from public vendor pages. Total computed from published weights.
| 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) |
Source: Jira Service Management pricing
JSM documents automation at 3 of 6 stages, with 2 more described in general terms.
| 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 |
IT teams that share a Jira site with engineering, and teams that want to start free and grow. If formal change control is on day one of your requirements, price Premium, not Standard.
Atlassian now sells Jira Service Management inside its 'Service Collection' plans, which also include Customer Service Management and Assets.
Source: Atlassian pricing
Change management, advanced incident and problem management and the virtual service agent are Premium features; asset and configuration management starts on Standard.
Source: Atlassian pricing
The Free plan includes a customer portal, email and chat channels, forms, queues, an embedded knowledge base, alerts and on-call schedules.
Source: Atlassian pricing
The features page displays a PinkVERIFY logo and offers a Data Center option 'for those that need to maintain a self-managed environment'.
Source: JSM features
Free for up to three agents, $20 per agent per month on Standard and $51.42 per agent per month on Premium. Enterprise is quoted and billed annually.
Yes, on Premium and Enterprise. Standard includes asset and configuration management but not change management.
Atlassian offers a Data Center option for teams that need a self-managed environment.