As service teams grow, so do their challenges: managing requests at scale, enforcing SLAs, tracking assets, and staying secure—all while ensuring fast, high-quality support. That’s where Jira Service Management shines. Built by Atlassian and trusted by IT, DevOps, and business teams alike, Jira Service Management offers flexible plans designed to scale with your organization.

Whether you're setting up your first service desk or running operations across multiple teams and regions, this article will help you confidently choose between the Standard, Premium, and Enterprise plans.

Plans overview

Jira Service Management is Atlassian’s modern IT service management solution that enables high-velocity teams to deliver fast, efficient, and reliable service experiences. It goes beyond traditional ticketing by combining ITIL-certified practices, real-time collaboration, and deep integration with Jira, Confluence, and Opsgenie.

From incident and change management to self-service portals, automation, and asset tracking, JSM brings structure, flexibility, and control to service operations across IT, HR, facilities, and more.

Help Center view

Jira Service Management (JSM) is offered in four distinct plans: Free, Standard, Premium, and Enterprise.

The Free plan is designed for teams that are beginning their service management journey or exploring Jira’s capabilities before scaling up. It offers a no-cost way to experience Jira Service Management:

• Storage: 2 GB

• User limit: 3 agents

• Request, incident, problem, and change management: Leverage pre-configured ITIL templates to track and resolve tickets, implement change approvals, and manage service performance

• Customer portal and knowledge base integration: Allow customers to raise requests and find answers via a branded portal. Integrate with Confluence for self-service articles

• Automation: 500 rule runs/ month to streamline repetitive tasks

• Support: Community support only

As your operations scale, Jira Service Management allows you to move to a higher-tier plan that offers increased flexibility, automation, and support.

JSM Standard: Essential capabilities for growing service teams

When your service team needs more than the basics, the Standard plan offers the perfect next step. It’s designed for growing organizations that want to standardize their operations, introduce role-based governance, and manage services with greater structure.

With enhanced storage, SLA tracking, and audit logs, the Standard plan provides the flexibility and control teams need to scale support, align with ITIL practices, and improve visibility into service performance.

On-call schedule

Remarkable features

Scale and storage

• User capacity: Up to 20,000 agents and unlimited customers

• Help center: Unlimited service portals with custom URL and branding

• File storage: 250 GB

Core ITSM workflows

• Preconfigured ITIL templates for service requests, incidents, problems, and changes, so you can align with ITSM best practices from day one.

• Basic reports and dashboards: Track SLA compliance, request volumes, and agent performance with out-of-the-box visual tools

• Audit logs: Track key administrative changes like user roles, settings updates, and permission adjustments

Automation: 5,000 rule runs/ month

Security and controls

• Role-based permission schemes: Control access to projects and data to match internal responsibilities

• Project creation restrictions: Maintain centralized admin control over who can launch new service desks

• Data residency options: Choose your hosting region to support regulatory and internal data policies

Support and reliability

• Local business hours support

• No uptime SLA guarantee

When this plan is right for you

The Standard plan is a strong fit for IT teams formalizing their service delivery model. It provides workflow customization, user permission controls, and visibility into service operations.

JSM Premium: Drive high-velocity IT with advanced automation, visibility, and asset management

The Premium plan builds on the Standard tier by offering the infrastructure teams need to scale service operations, automation at scale, asset and configuration management, and proactive change control, all backed by 24/7 support and SLAs.

Scale and storage

• User capacity: Up to 20,000 agents and unlimited customers

• Multiple help centers and unlimited service portals

• File storage: Unlimited

Automation at scale:

• Automation: 1,000 rule runs/ user/ month

• Advanced workflows with approvals: Enforce guardrails and logic to ensure changes follow structured, reviewable paths

• Change calendar: Reduce risk by scheduling, coordinating, and communicating changes across teams in real-time

AI-powered support:

• Virtual service agent: 1,000 assisted conversations/ month or 12,000 assisted conversations/ year

• Atlassian Rovo: 70 AI credits/ user/ month, 250 indexed objects/ user

Asset and configuration management

• Assets (up to 50,000 objects): Maintain a live inventory of hardware, software, contracts, or facilities with schema-based tracking

Feature usage

• Service dependencies: Map relationships between services to identify and resolve root causes faster during incidents

Proactive change control

• Sandbox environment: Test new configurations, workflows, or integrations in a safe staging environment before deploying to production

• Release tracks: Manage the rollout of new Atlassian features to your instance on your own schedule

Enhanced control and governance

• IP allowlisting: Restrict platform access to approved networks for stronger access control

• Admin insights: Track usage trends, license adoption, and project health across your team

• SSO, SCIM, and 2FA available via Atlassian Guard (subscription required)

Support and reliability

• 24/7 Premium support

• Uptime SLA: 99.9%

When this plan is right for you

The Premium plan is ideal for teams managing interdependent services or operating in environments where service reliability, automation, and structured change control are non-negotiable. It enables confident scaling through asset management, sandbox testing, and real-time support coverage.

JSM Enterprise: Scalable control for complex, distributed environments

The Enterprise plan empowers large organizations to manage multiple teams and compliance requirements through centralized governance, advanced analytics, multiple sandboxes and enterprise-grade security. It combines everything in Premium with features tailored for high-stakes IT operations.

Remarkable features

Scale and storage

• User capacity: Up to 20,000 agents and unlimited customers

• Help center: Unlimited service portals with custom URL and branding

• File storage: Unlimited

Advanced analytics and reporting

• Atlassian Analytics: Build cross-product dashboards with a drag-and-drop visual editor across Jira, Confluence

Create a dashboard with Atlassian Analytics

• Atlassian Data Lake: Run SQL queries on structured JSM data for custom reporting and advanced analytics

Automation and AI-powered support:

• Automaton: Unlimited rule runs

• Virtual service agent: 1,000 assisted conversations/ month or 12,000 assisted conversations/ year

• Atlassian Rovo: 150 AI credits/ user/ month, 625 indexed objects/ user

Security and administrative control

• Atlassian Guard Standard included: Gain built-in enterprise-grade identity and access management with SSO, SCIM, and 2FA

• Advanced audit logging: Track permission changes, user activity, and configuration updates across all sites

• Site Optimizer: Improve performance with custom field cleanup, license monitoring, and health diagnostics

• Multiple IdP: Support federated identity for subsidiaries, regions, or user groups

Support and reliability

• 24/7 Premium support

• Uptime SLA: 99.9%

When this plan is right for you

The Enterprise plan enables centralized governance, enforces enterprise-wide security policies, and offers deep insights into service operations.

Pricing and billing

JSM uses a per-agent pricing model, with volume-based discounts available as your team grows. Each plan reflects how its service operations, from ITSM depth to automation capacity, and SLA-backed support.

You can choose between monthly billing for short-term flexibility or annual billing for long-term cost savings.

• Standard plan starts at $17.85/ user/ month or $2,400/ year for 10 users

• Premium plan starts at $46.45/ user/ month or $5,350/ year for 10 users

Standard and Premium pricing

Enterprise plan offers custom pricing with annual billing only.

You can estimate JSM quote with Atlassian pricing calculator.

Map your IT service needs to the right JSM solution

Each Jira Service Management plan is designed to meet a different level of operational maturity and service management complexity:

• Standard is best for teams formalizing their service workflows, setting up structured request handling, and scaling support with core ITSM features and automation.

• Premium adds advanced tools for asset and configuration management, change governance, and automation at scale, making it ideal for teams managing interdependent services or requiring higher reliability and control.

• Enterprise delivers centralized governance, enhanced security, multi-site flexibility, and advanced analytics for large organizations with strict compliance, operational scale, or distributed team needs.

To find the right fit for your organization, consider:

• How many automation rule runs does your team need each month? Are 5,000 rules runs/ month enough or more?

• Do you plan to use AI-powered virtual service agents to resolve common requests?

• Will your team require round-the-clock support for critical issues?

• Will you need to manage multiple sites across teams or business units?

Get in touch with AgileOps for expert guidance on choosing the right JSM plan.