HEAD TO HEAD
Jira Service Management or monday service: which ITSM platform fits your team?
IN SHORT
Jira Service Management documents problem management, change management, CMDB, IT asset management and self-managed option where monday service does not; monday service documents AI triage and routing and configuration tools for non-specialists where Jira Service Management does not. They match on 6 of 13 capabilities. Which matters more depends on your answers in the finder.
By The Ticket Desk · ITSM Compared · Published 2026-10-11
Desk research from public vendor pages, pricing pages and G2 pages read on 27 September and 11 October 2026. Profiles follow our published method; we did not test the products.
How do Jira Service Management and monday service compare capability by capability?
| Capability | Jira Service Management | monday service | Differs |
|---|---|---|---|
| Free plan or trial | Documented Free plan for up to 3 agents. Source: Jira Service Management pricing · Read 27 Sep 2026 | Documented 14-day trial, no credit card. Source: monday service pricing · Read 11 Oct 2026 | Same |
| Published price | Documented Standard $20, Premium $51.42 per agent a month. Source: Jira Service Management pricing · Read 27 Sep 2026 | Documented Standard $31, Pro $45 per seat a month, annual, from 3 users. Source: monday service pricing · Read 11 Oct 2026 | Same |
| Self-service portal or catalog | Documented Customer portal on every plan. Source: Jira Service Management pricing · Read 27 Sep 2026 | Documented Portal for 10 users on Standard, 100 on Pro, unlimited on Enterprise. Source: monday service pricing · Read 11 Oct 2026 | Same |
| AI triage and routing | Partly Rovo Agents; no automatic categorisation claim on the pages we read. Source: Jira Service Management pricing · Read 27 Sep 2026 | Documented AI Ticket Triage on every plan (1, 3 or unlimited boards). Source: monday service pricing · Read 11 Oct 2026 | Differs |
| AI agents | Documented Rovo Agents from Standard; virtual service agent on Premium. Source: Jira Service Management pricing · Read 27 Sep 2026 | Documented AI Service Workforce agents resolve repetitive requests. Source: monday service product page · Read 11 Oct 2026 | Same |
| Configuration tools for non-specialists | Partly Forms, workflows and queues on every plan; a no-code builder is not described. Source: Jira Service Management pricing · Read 27 Sep 2026 | Documented Create your own agents; set permissions, escalation paths and guardrails. Source: monday service product page · Read 11 Oct 2026 | Differs |
| Departments beyond IT | Documented Service Collection extends to HR, facilities, finance and legal. Source: Atlassian: introduction to Service Collection · Read 11 Oct 2026 | Documented Agents for HR, procurement, facilities, finance, marketing, legal, learning and development. Source: monday service product page · Read 11 Oct 2026 | Same |
| Incident management | Documented Advanced incident management on Premium. Source: Jira Service Management pricing · Read 27 Sep 2026 | Documented Incident handling and real-time incident alerts to on-call. Source: monday service for IT · Read 27 Sep 2026 | Same |
| Problem management | Documented Advanced problem management on Premium. Source: Jira Service Management pricing · Read 27 Sep 2026 | Not in our sources Not described on the pages we read. | Differs |
| Change management | Documented On Premium. Source: Jira Service Management pricing · Read 27 Sep 2026 | Partly Described only in a vendor blog, built from configurable boards and automations. Source: monday.com blog: IT change management (27 Jun 2026) · Read 11 Oct 2026 | Differs |
| CMDB | Documented Asset and configuration management from Standard. Source: Jira Service Management pricing · Read 27 Sep 2026 | Not in our sources Not described on the pages we read. | Differs |
| IT asset management | Documented Assets from Standard. Source: Jira Service Management pricing · Read 27 Sep 2026 | Partly A vendor blog mentions linking changes to the assets they affect; no asset module on the product or pricing pages. Source: monday.com blog: IT change management (27 Jun 2026) · Read 11 Oct 2026 | Differs |
| Self-managed option | Documented Data Center, self-managed; end of life 28 March 2029. Source: Atlassian blog: public sector next chapter (23 Sep 2026) · Read 27 Sep 2026 | Not in our sources Not described on the pages we read. | Differs |
Which rollout milestones does each put on the entry plan?
- On the entry plan
- On a higher plan or as a paid add-on
- Documented, plan not stated
- Not documented on the pages we read
Jira Service Management
monday service
Jira Service Management has 3 milestones on its entry plan; monday service has 4.
What do Jira Service Management and monday service cost?
Jira Service Management
| Plan | Price |
|---|---|
| Free | $0 |
| Standard | $20 per agent/month |
| Premium | $51.42 per agent/month |
| Enterprise | Not published |
Source: Jira Service Management pricing · Read 27 Sep 2026
monday service
| Plan | Price |
|---|---|
| Standard | $31 per seat/month, billed annually |
| Pro | $45 per seat/month, billed annually |
| Enterprise | Not published |
| Trial | 14 days |
Source: monday service pricing · Read 11 Oct 2026
When does Jira Service Management fit, and when monday service?
Consider Jira Service Management if
IT teams that already work in Jira and want a free starting tier.
A free tier and public prices make it the easiest platform here to start on.
Watch for: Change management and the virtual service agent need Premium at $51.42 per agent a month.
Consider monday service if
Mid-market IT teams that want AI agents from day one and plan to serve HR, facilities and finance on the same platform.
The widest set of departments named with AI agents in this guide, from HR and procurement to facilities, finance and legal.
Watch for: Problem management and a CMDB are not documented on the pages we read, and change management appears only in a vendor blog built from configurable boards.
Questions readers ask
Is Jira Service Management or monday service better for a mid-market IT team?
Neither in general. Jira Service Management documents problem management, change management, CMDB, IT asset management and self-managed option; monday service documents AI triage and routing and configuration tools for non-specialists. Answer the ITSM fit finder to see which matches your team.
Which is cheaper, Jira Service Management or monday service?
Jira Service Management starts at Free for 3 agents; Standard $20 per agent per month; monday service starts at $31 per seat per month (Standard, billed annually; 3-seat minimum). Compare plans at your team size in the ITSM cost calculator.
Do Jira Service Management and monday service cover change management and a CMDB?
Jira Service Management: On Premium for change. Asset and configuration management start on Standard; change management and advanced incident and problem management are Premium features at $51.42 per agent a month. monday service: Not on the product and pricing pages we read. A vendor blog describes change approvals built from configurable boards and automations; problem management and a CMDB are not documented.