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JSM offering is changing! Discover how it affects you and maximise your benefits
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JSM offering is changing! Discover how it affects you and maximise your benefits

Effie Bagourdi
Effie Bagourdi
19th September, 2024
4 min read
tools interlinked
Effie Bagourdi
Effie Bagourdi
19th September, 2024
4 min read

Atlassian has announced a change affecting pricing for Jira Service Management (JSM) Cloud starting from 16 October 2024.

Advanced incident, problem, and change management features will now only be available on Premium and Enterprise plans, and pricing for Assets objects and Virtual Service Agent assisted conversations is also transitioning to a consumption model.
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Time to reevaluate your JSM plan

If you’re already using Jira Service Management (JSM), it’s probably changed the ways your developers, IT, and business teams work together for the better. But have you evaluated the maturity of your ITSM efforts? Are you on the right plan to meet your needs, and are you fully leveraging JSM’s powerful features? Now is the perfect moment to reassess and ensure you're getting the most value before the price increases.

What’s changing?

Atlassian is transitioning advanced incident, problem, and change management capabilities from Jira Service Management Free and Standard plans to Jira Service Management Premium and Enterprise plans. As part of this change, the following features will only be available in Premium and Enterprise plans:
  • Incident Management: Conference calls and chat tools for real-time updates and collaboration on incidents, major incidents, post-incident reviews (work category & queues).
  • Change Management: Change work category, change queues, change calendar, automated risk assessments, integrations with CI/CD tools for affected service and deployment tracking, system-level change automation rules.
  • Problem Management: Problem work category, problem queues.
Foundational incident management features will remain available in the Standard edition including Incident work category, queues, notification policies, on-call schedules and escalation policies.
New pricing for assets objects and virtual service agents
Assets objects and Virtual Service Agent assisted conversations features on Jira Service Management Cloud Premium and Enterprise plans will change to a consumption-based pricing model.
The new monthly limits will be:
  • $0.05(USD)/object/month above 50,000 Assets objects
  • $0.30(USD)/assisted conversation/month above 1,000 Virtual Service Agent assisted conversations
Our expert team can help you implement and optimise JSM Assets at every level. Maximise the benefits of all its features and achieve superior operational excellence and customer satisfaction. Contact us to find out if you qualify for a grace period on this change.

Unlock the full potential of JSM

There’s more to JSM than meets the eye. If you’re currently on a Standard plan but want to have access to functionality for a more mature ITSM solution, then it might be time to switch to the Premium package. JSM Premium includes asset and configuration management tools and advanced alert integrations and incident investigation.

Key JSM Premium and Enterprise features to enhance your ITSM efforts

Incident management
Swift response times and service restoration are key when something goes wrong. JSM’s Premium and Enterprise plans include core built-in features to support your incident management efforts, along with special features to enhance the process.
Communication tools
JSM is packed with communication features that make real-time updates and collaboration to resolve incidents easier. Every incident is tracked as a Jira issue, with follow-up issues to track post-mortems. Additional features include chat rooms, video chat, alert integrations, documentation tool integration, and Statuspage to keep everyone in the loop.
Major incident tools
JSM supports your major incident process for emergency-level outages or loss of service with automatic notifications, multiple communication channel integrations, related ticket grouping, and automated timeline creation with access to knowledge-base articles.
Post-incident reviews
JSM includes a post-mortem template to streamline the review process, helping you understand the causes of incidents and prevent similar occurrences. It focuses on root causes rather than placing blame, encouraging collaborative solutions.
Problem management
By identifying and managing the underlying causes of incidents, you can reduce the number of future incidents and their impact. JSM’s problem management workflow supports problem investigation, workaround identification, and recording known errors, and can be adapted to suit your organisation’s needs.
Change management
JSM helps minimise risk and disruption to your IT services when making critical system changes. Features include change work category, change queues, change calendar, automated risk assessments, and integrations with CI/CD tools.
Asset management
JSM supports IT asset management (ITAM), ensuring all your IT assets are accounted for, effectively deployed and maintained, and disposed of when appropriate.

Expert support and exceptional delivery at Adaptavist:

At Adaptavist, our expert-led, holistic solutions are crafted to deliver high-velocity service management solutions aimed at enhancing the customer experience by optimising how your organisation designs and delivers its services. As an Atlassian ITSM Specialized and Platinum Solutions Partner, you will benefit from strategic insights, comprehensive training, and unlimited expert support for exceptional service delivery.

Start making more of JSM

Our expert team can help you implement JSM at every level. Make the most of all the features on offer, and unlock the full potential of your ITSM and ESM with our end-to-end services, designed for superior customer satisfaction and operational excellence. Find out more

Unlock high velocity service management success

Think it might be time to make more of your JSM investment and upgrade to a Premium or Enterprise plan?
Written by
Effie Bagourdi
Effie Bagourdi
Head of Service Management Practice
With 15 year's experience in IT and service management, Effie is an ITIL4 professional with a track record in highly regulated industries such as banking. Leading our service management practice, Effie is passionate about leveraging AI to elevate customer experience.