--- description: Discover the benefits and disadvantages of JIRA Service Management. Learn the software price, see the description, and read the most helpful reviews for UK business users. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: JIRA Service Management Pricing, Cost & Reviews - Capterra UK 2026 --- Breadcrumb: [Home](/) > [Incident Management Software](/directory/31332/incident-management/software) > [JIRA Service Management](/software/138769/jira-service-management) # JIRA Service Management Canonical: https://www.capterra.co.uk/software/138769/jira-service-management Page: 1 / 32\ Next: [Next page](https://www.capterra.co.uk/software/138769/jira-service-management?page=2) > ITSM solution that helps teams deliver IT and employee support as well as service through AI automation, self-service \& collaboration. > > Verdict: Rated **4.5/5** by 770 users. Top-rated for **Likelihood to recommend**. ----- ## Overview ### Who Uses JIRA Service Management? Jira Service Management is used by IT support teams, IT operations departments, HR departments, engineering teams, facilities managers, and enterprise organizations. ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.5/5** | 770 Reviews | | Ease of Use | 4.2/5 | Based on overall reviews | | Customer Support | 4.3/5 | Based on overall reviews | | Value for Money | 4.3/5 | Based on overall reviews | | Features | 4.5/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: Atlassian - **Location**: San Francisco, US - **Founded**: 2013 ## Commercial Context - **Starting Price**: US$20.00 - **Pricing model**: Per User (Free version available) (Free Trial) - **Pricing Details**: Free for up to 3 agents 7 day free trial of paid plans Standard: 4-15 agents for $20/agent/month, 16+ agents at discounted price Premium: 4-15 agents for $45/agent/month, 16+ agents at discounted price Enterprise plans are also available, billed annually. - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Windows (On-Premise), Linux (On-Premise), Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: Chinese, Czech, Danish, English, French, German, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Traditional Chinese - **Available Countries**: Albania, Angola, Armenia, Australia, Austria, Azerbaijan, Belarus, Belgium, Brazil, Bulgaria, Canada, China, Croatia, Cyprus, Denmark, Estonia, Finland, France, Georgia, Germany and 33 more ## Features - Access Controls/Permissions - Activity Tracking - Alerts/Escalation - Alerts/Notifications - Approval Process Control - Approval Workflow - Asset Lifecycle Management - Asset Tracking - Assignment Management - Audit Management - CRM - Capacity Management - Change Management - Collaboration Tools - Configuration Management - Content Management - Customer Support - Feedback Management - Full Text Search - IT Asset Management - IT Reporting - Incident Management - Inventory Management - Issue Management - Issue Tracking - Knowledge Base Management - Knowledge Management - Mobile Access - Multi-Channel Communication - Multi-Language - On Call Scheduling - Patch Management - Performance Metrics - Project Management - Project Tracking - Real-Time Analytics - Real-Time Chat - Real-Time Monitoring - Release Management - Remote Monitoring & Management - Reporting & Statistics - Risk Assessment - Screen Sharing - Self Service Portal - Service Level Agreement (SLA) Management - Status Tracking - Task Management - Team Collaboration - Ticket Management - Workflow Management ... and 32 more features ## Integrations (98 total) - 8x8 Contact Center - Admin Tools for Jira - Agile Poker for Jira - Apwide Golive - Asana - Asset Management for Jira - Asset Tracker for Jira - Atlas CRM - Azuqua - Balsamiq - BigGantt - BigPicture - BigQuery Connector for Jira - Bitbucket - Boomerang: Reminders for Jira Issues ... and 83 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - Chat ## Category - [Incident Management Software](https://www.capterra.co.uk/directory/31332/incident-management/software) ## Related Categories - [IT Service Software](https://www.capterra.co.uk/directory/30672/it-service/software) - [IT Management Software](https://www.capterra.co.uk/directory/10001/it-management/software) - [Help Desk Software](https://www.capterra.co.uk/directory/30008/help-desk/software) - [IT Asset Management Software](https://www.capterra.co.uk/directory/30077/it-asset-management/software) - [Issue Tracking Software](https://www.capterra.co.uk/directory/30675/issue-tracking/software) ## Alternatives 1. [Action1](https://www.capterra.co.uk/software/180609/action1-rmm) — 4.9/5 (237 reviews) 2. [Freshservice](https://www.capterra.co.uk/software/132997/freshservice) — 4.5/5 (716 reviews) 3. [PDQ Deploy & Inventory](https://www.capterra.co.uk/software/174535/pdq-deploy) — 4.8/5 (341 reviews) 4. [Milvus](https://www.capterra.co.uk/software/202528/milvus) — 4.8/5 (298 reviews) 5. [Wrike](https://www.capterra.co.uk/software/76113/wrike) — 4.4/5 (2991 reviews) ## Reviews ### "Great Cloud based ticketing system" — 4.0/5 > **Verified Reviewer** | *13 April 2026* | Retail | Recommendation rating: 8.0/10 > > **Pros**: Feature rich, cloud based and fairly easy to set up. We like the admin portal and how it ties in with other Jira products such as Trello. Support has been a pleasant surprise so far as well. > > **Cons**: It can be a bit complex at first to get your head around as it has so many features. A few features are only possible with the on-premise version. Pricing could be clearer too. > > We've been using it for 4 months now and the transition has been smooth. Employees have not struggled to put tickets through and analytics side of it is nice to see over our previous system. We are very happy with it so far. ----- ### "Streamline excellency on all projects\! 10/10" — 5.0/5 > **Marko** | *11 September 2025* | Computer Software | Recommendation rating: 10.0/10 > > **Pros**: It is undeniably one of the most useful and easy to implement and streamline operational tasks. I have managed to segment everything, from IT aspects to our forecasting aspects in no time. > > **Cons**: Some aspects, such as the Kanban boards could be a bit improved in terms of aesthetics. But no major inconvenience as the functionality is whY makes JIRA different. > > All of our major projects have been supported successfully and all milestones achieved, thanks to JIRA which is not a CRM (most people think so) the fact that our IT had a success rate of 100% is thanks to JIRA streamlining aspects - no information is lost and our teams have full vision on all project aspects. ----- ### "Powerful and Reliable, but Can Feel Overly Complex" — 4.0/5 > **Adam** | *26 November 2025* | Management Consulting | Recommendation rating: 7.0/10 > > **Pros**: how well it brought structure and visibility to complex service workflows. In a consulting environment it was particularly valuable to have a single place where requests, incidents, and changes all tied back into the same underlying project ecosystem. The integrations with Confluence and Jira Software made it easy to keep documentation, development updates, and service tickets aligned, which reduced friction when working across teams. I also appreciated the customisability > > **Cons**: The main drawback for me was the complexity that comes with its flexibility. While the customisation options are powerful, they can make the system feel clunky for everyday users, especially when workflows or forms become overly layered. At times it felt like simple tasks required too many clicks or navigation steps > > My overall experience with Jira Service Management has been very positive. It’s a robust platform that brings clarity and structure to service operations, especially in environments with multiple teams and layered workflows. Once everything is configured, it provides excellent visibility, reliable SLAs, and smooth integration with the wider Atlassian ecosystem. ----- ### "Good for workflow" — 4.0/5 > **Luciano** | *9 March 2026* | Education Management | Recommendation rating: 5.0/10 > > **Pros**: good to organise tickets \& help team members to complete the tasks. We have team meetings that help to clear any outstanding tickets > > **Cons**: not much comes to mind as I am just a on the ground worker, load times sometimes take a while \& website sometimes doesn't update > > Really good and easy, ticketing is good and being able to allocate work \& comments are helpful over long periods of time ----- ### "Jira - great tool" — 4.0/5 > **katie** | *11 March 2026* | Oil & Energy | Recommendation rating: 8.0/10 > > **Pros**: I like that Jira service management allows me to track IT projects and allocate work items to the developers working on the project. There is a function that times stand ups which we hold each morning to discuss our work items. If working in an agile framework you can set Jira up to run your sprints , currently we work in 2 weeks sprint. > > **Cons**: Quite hard to set up to start with but once the projects are set up it works well. There is a lot of admin work to add all the tasks however this would be the same as any project set up. > > I now enjoy working with Jira service management now that I have been using this each day for the last year. It is a great tool to spilt out work items and mange these each day using a kahban board , this shows easily what work items we have completed , that are in review/ready to start or in progress. ----- Page: 1 / 32\ Next: [Next page](https://www.capterra.co.uk/software/138769/jira-service-management?page=2) ## Links - [View on Capterra](https://www.capterra.co.uk/software/138769/jira-service-management) ## This page is available in the following languages | Locale | URL | | da | | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fi | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | ja | | | ko | | | nb | | | nl | | | nl-BE | | | pl | | | pt | | | pt-PT | | | sv | | | tr | | ----- ## Structured Data