Jira Service ManagementFormerly Jira Service DeskPricing

Jira Service Management (Service Desk) Pricing 2022

The right help desk software for your IT team will be more than just a ticketing system. It will maintain request queues, team workflows, and shared knowledge. Atlassian’s Jira Service Management (formerly Jira Service Desk) offers ways to easily handle these problems, either by your team or by their powerful automation features. With this product, you’ll have insight into your customers, your products, and your team performance all at your fingertips.

H2 What is Jira Service Management?

Jira Service Management is a cloud-based IT Service Management (ITSM) software. From one location, it gives IT teams everything they need to solve any problem that comes their way. You’ll find a complete service desk suite in this product. It also includes self-service tools so your customers can help themselves.

This product includes many scalable services to help your team deliver their best service. You’ll easily process request queues, fix product issues, and manage your assets. Many features can be automated to free up your teams’ time for other projects as well.

Jira’s request management features help keep queues moving swiftly and smoothly. It includes self-service portals that guide customers to a fix. There is an omni-channel request collector that pulls issues from social media, forums, and more. It lets you reach customers there as well so they know they're being helped.

The no-code and low-code dynamic form builders help your customers reach out to your team. You can build these forms from scratch, or use one of the templates in the suite. You can have the form group together similar tickets and resolve them in bulk. Jira can use machine learning to group and escalate requests for you as well.

When issues start to pop up, you can use incident management to fix them as they happen. You’ll have tools to collect incident alerts, prioritize them, and route them to the best agents. Alerts and tickets will update in real-time for everyone to see. They'll link alerts across the platform or from third parties, so your team is quickly routed to where they need to be.

Incident management includes performance reporting for products, services, and team members. Reports are published to your dashboard for a quick and accurate glimpse into how things are going. Incident analysis tools suggest actionable outcomes that improve efficiency and reduce downtime.

For widespread issues or recurring errors, the problem management tools are here to help. You can group issues together and identify root causes. Known issues and resolutions are stored in the knowledge base so your team and customers have a fix right away.

Problem management automations apply known solutions where they’re needed as soon as possible. They can help route problems to the right team members automatically. This not only addresses problems in real time, but reduces workload on your teams to boot. Team members can even work on these problems together using the collaborative help desk tools.

Introducing new products or updates can be intimidating for many reasons. Thankfully, the change management tools reduce risks with new tools, services, or assets. It includes risk assessment for new devices, automated request approval, and change deployment tracking. Approval workflows and change advisory boards can be created, customized, and automated. These will streamline changes and reduce new feature anxiety for your team.

Jira Service Management has asset insight features as well. Asset management tools track the performance of individual or networked devices. Device lifecycles are managed as well, and you'll be alerted when they need your attention. This can include expiring warranties or failing hardware. The asset management suite helps seamlessly import and migrate tools, services, and devices from external services or networks.

You’ll have increased control and visibility into complex workflows and infrastructures with their configuration management tools. You can map dependencies between assets, services, workflows, and more. These will help you find and fix risks, bottlenecks, or root cause issues. They can change automation settings for network alerts, asset identification, or ticket creation too.

This video from Jira shows how to use their configuration management tools to improve your workflow strategies.

How to Apply Configuration Management for Incidents, Problems, and Changes

The massive knowledge management suite encourages continuous improvement for your product and teams. It will create a known issue and resolution database so you always have an answer ready. It will identify gaps in content or knowledge so you’re never caught off guard.

Knowledge base articles have a rich text editor so you can stylize your content pages to your liking. This means you can add videos, images, or audio files if you need them. The knowledge search tools will integrate external knowledge bases as well. This is helpful if you service third parties.

The knowledge base also offers great product and customer visibility. It tracks popular search results and time spent on each page. They can collect demographic information from page visitors, including visitor region, device used, and more.

How Much Does Jira Service Management Cost?

Each tier comes with an unlimited number of customers supported, alerts, and email notifications. Their sales page can be found here. It includes a helpful pricing calculator so you can create your own quote.

The Free version is best for small businesses or teams looking for simple ITSM solutions. This plan includes management templates, SMS notifications, and knowledge base creation. It also includes basic automation, reporting, and integration support. What you won’t find in this plan are the asset and configuration management features. It has fewer security features compared to other plans.

For teams with their sights sent on growth, the Standard plan may be ideal. It includes support for up to 5,000 agents and has up to 250 GB in file storage. This plan lets you create chatting channels between Jira and community message services like Slack. You’ll get to keep audit logs and choose where your data is stored in the Atlassian cloud. These features are helpful for increasing visibility and control of your ITSM performance.

The Premium plan expands Jira Service Management’s scalability and automation tools. This plan offers unlimited file storage space, multi-project automation, and external service alerting. The star of this plan is the asset and configuration management suite. This will help you keep an eye on your ITSM network’s health and performance. This plan would work best for large teams or organizations that need extra reach and visibility.

The Enterprise plan includes the full scope of Jira Service Management. You’ll have everything from prior plans along with some great additions only available in this plan. This includes a dedicated senior team from Jira available to help you whenever you need it. This plan offers the most powerful infrastructure management, security, and data insight tools.

Jira offers a 7 day trial, but trials can be extended up to 30 days by contacting their sales team here.

What is an Alternative to Jira Service Management?

ManageEngine ServiceDesk Plus is a full stack ITSM suite like Jira. It offers management suites, customizable automations, and service portals. ServiceDesk also analyzes the health of your service desk and creates knowledge bases.

It includes a range of suites to help you improve team productivity, cut down queue times, and deliver excellent customer service. Many of these tools are similar to what you’ll find with Jira.

This video from ManageEngine shows you how to build a complete self-service portal with ServiceDesk Plus.

Build a unified enterprise self-service portal with ServiceDesk Plus

ServiceDesk Plus is an attractive alternative for on-premise or hybrid remote businesses. It has workplace and workspace management tools to oversee physical locations such as campuses or offices. You can use these to request work orders, manage hardware, track asset warranties, and more.

ServiceDesk Plus has a data center option that downloads the complete ITSM suite to your own hardware. This option gives you more control over your ITSM tools. Since they’ll depend on your assets, you may need to be more vigilant with your security and maintenance cadences with ServiceDesk Plus than with Jira.

The pricing tiers between the two products offer many of the same features at each plan. ManageEngine provides no pricing options on their website. The sales team asks that interested buyers contact them for a quote. They don’t offer a free plan, but they do offer a 30 day trial. You can find their subscription tiers and included features here.

More Resources

If you are interested in software like Jira Service Management and ManageEngine ServiceDesk Plus, we have user reviews and pricing for other IT Service Management (ITSM) and Help Desk products.

Atlassian’s YouTube channel has a playlist that shows you how to use Jira Service Management to create your own unique workflows. You can find that playlist here.

For those that have used any of the platforms discussed here, please leave a review to help other buyers make informed decisions.