# Freshservice vs Jira Service Management

**Leader by vioscaleAI score:** Jira Service Management

| Attribute | Freshservice | Jira Service Management |
|---|---|---|
| **vioscaleAI score** | 53.2 (53% (medium)) | 80.8 (51% (medium)) |
| content.faq | `[{"answer":"A unified platform that consolidates IT service, operations, and asset management using AI and ITIL best practices to help teams resolve issues quickly and deliver better employee experience. It is indexed under IT Management Software.","source":"https://www.freshservice.com","question":"What is Freshservice?","confidence":0.6},{"answer":"Freshservice offers a free tier, so you can start without paying. Paid plans start at £15 per agent per month. Pricing changes often, so verify at source before relying on it.","source":"https://www.freshservice.com","question":"Is Freshservice free?","confidence":0.6},{"answer":"We have confirmed browser-based access to Freshservice. That is the extent of what we could verify from public sources, so it may well offer desktop or mobile clients we have not indexed.","source":"https://www.freshservice.com","question":"What platforms does Freshservice support?","confidence":0.6},{"answer":"We have only confirmed a cloud / SaaS deployment for Freshservice, so it appears to be vendor-hosted. If a self-hosted option exists we have not found it documented publicly.","source":"https://www.freshservice.com","question":"Can Freshservice be self-hosted?","confidence":0.6}]` | `[{"answer":"Jira Service Management is an AI-native service management platform that helps teams manage incidents, route alerts, and automate service processes at scale across the organization. It is indexed under IT Management Software.","source":"https://www.atlassian.com/software/confluence/pricing","question":"What is Jira Service Management?","confidence":0.6},{"answer":"Jira Service Management offers a free tier, so you can start without paying. Paid plans are also available: Free, Standard, Premium and Enterprise. Pricing changes often, so verify at source before relying on it.","source":"https://www.atlassian.com/software/confluence/pricing","question":"Is Jira Service Management free?","confidence":0.6},{"answer":"We have confirmed browser-based access to Jira Service Management. That is the extent of what we could verify from public sources, so it may well offer desktop or mobile clients we have not indexed.","source":"https://www.atlassian.com/software/confluence/pricing","question":"What platforms does Jira Service Management support?","confidence":0.6},{"answer":"We have only confirmed a cloud / SaaS deployment for Jira Service Management, so it appears to be vendor-hosted. If a self-hosted option exists we have not found it documented publicly.","source":"https://www.atlassian.com/software/confluence/pricing","question":"Can Jira Service Management be self-hosted?","confidence":0.6},{"answer":"We have confirmed 6 integrations for Jira Service Management, including Slack, Trello, Microsoft, Jira, Confluence and Bitbucket. This is what we could verify from public sources, so the vendor may support others we have not indexed.","source":"https://www.atlassian.com/software/confluence/pricing","question":"What does Jira Service Management integrate with?","confidence":0.6},{"answer":"We have independently confirmed GDPR for Jira Service Management. Certifications we do not list are ones we have not been able to verify from public sources, which is not the same as Jira Service Management not holding them. Always confirm compliance directly before you rely on it.","source":"https://www.atlassian.com/trust","question":"What security certifications does Jira Service Management have?","confidence":0.7}]` |
| deployment.options | `{"cloud":true}` | `{"cloud":true}` |
| description.long | A unified platform that consolidates IT service, operations, and asset management using AI and ITIL best practices to help teams resolve issues quickly and deliver better employee experience. | Jira Service Management enables teams to deliver IT services by managing incidents, coordinating changes, and providing visibility across the organization with integrated AI capabilities. |
| features.capabilities | `{"hosting":"cloud","free_tier":true,"api_access":true,"cmdb_asset":true,"itil_certified":true,"aiops_automation":true,"incident_management":true}` | `{"hosting":"cloud","free_tier":true,"api_access":true,"cmdb_asset":true,"alert_routing":true,"aiops_automation":true,"change_management":true,"incident_management":true,"self_service_portal":true}` |
| integrations.count | 2 | 7,000 |
| integrations.list | `[{"name":"Microsoft Teams"},{"name":"Slack"}]` | `[{"name":"Slack"},{"name":"Trello"},{"name":"Microsoft"},{"name":"Jira"},{"name":"Confluence"},{"name":"Bitbucket"},{"name":"dbt","category":"data"},{"name":"Airflow","category":"workflow"}]` |
| market.availability | `{"primaryMarkets":[],"availabilityScope":"global","availableCountries":[],"notAvailableCountries":[]}` | `{"primaryMarkets":[],"availabilityScope":"global","availableCountries":[],"notAvailableCountries":[]}` |
| platform.support | `{"web":true}` | `{"ios":true,"web":true,"android":true}` |
| pricing | `{"type":"subscription","plans":[{"free":false,"name":"Starter","summary":"£15/agent/month, billed annually","features":["Channels (Email, Phone, Chat, Widget)","ServiceBot on Microsoft Teams and Slack","Support Portal","Incident Management","Knowledge Management","Task Management","Occasional Agents","CSAT Surveys"],"commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":15,"period":"month","currency":"GBP"}],"description":"Solid foundations for rapid growth","contactSales":false},{"free":false,"name":"Growth","summary":"£40/agent/month, billed annually","features":["Everything in Starter","Service Catalog","SLA Management","On-call Management","Cloud Management","Managed Service Provider (MSP) Mode"],"commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":40,"period":"month","currency":"GBP"}],"description":"Powerful capabilities and automations","contactSales":false},{"free":false,"name":"Pro","summary":"£79/agent/month, billed annually","features":["Everything in Growth","Problem Management","Change Management","Major Incident Management","Workload Management","Release Management","Employee Journeys","Experience Level Agreements (XLAs)","Intelligent Routing"],"commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":79,"period":"month","currency":"GBP"}],"description":"Unified IT service management with AI","contactSales":false},{"free":false,"name":"Enterprise","summary":"Custom pricing. Contact sales.","features":["Everything in Pro","Sandbox","Audit Logs","Freddy AI Agent (Classic)","Freddy AI Insights","Freddy AI included"],"description":"Advanced features and customizations","contactSales":true}],"addOns":[{"name":"Freddy AI Copilot","components":[{"kind":"per_unit","unit":"agent","amount":23,"period":"month","currency":"GBP"}]}],"summary":"From £15/agent/month, billed annually. Free trial available. Save 20% with annual commitment.","currency":"GBP","freeTier":true,"sourceUrl":"https://www.freshservice.com","retrievedAt":"2026-08-01T15:17:22.765Z","startingPrice":{"amount":15,"period":"month","currency":"GBP"},"billingPeriods":["year"]}` | `{"type":"subscription","plans":[{"free":true,"name":"Free"},{"free":false,"name":"Standard","features":["Assets"],"contactSales":false},{"free":false,"name":"Premium","features":["24/7 Premium Support","1-hour response time for critical issues","Unlimited storage","99.9% uptime SLA"],"contactSales":false},{"free":false,"name":"Enterprise","features":["99.95% uptime SLA"],"commitment":"annual","contactSales":true}],"freeTier":true,"sourceUrl":"https://www.atlassian.com/software/confluence/pricing","retrievedAt":"2026-09-04T13:22:51.135Z","billingPeriods":["month","year"]}` |
| pricing.free_tier | yes | yes |
| pricing.model | freemium | freemium |
| pricing.price_level | low | low |
| pricing.transparent | no | yes |
| reliability.sla_pct | - | 99.9 |
| reliability.status_page | yes | yes |
| security.disclosure_policy | yes | yes |
| security.fedramp | - | yes |
| security.gdpr | - | yes |

## Capabilities (IT Management Software)

| Capability | Freshservice | Jira Service Management |
|---|:--:|:--:|
| **ITSM** |  |  |
| Incident management | ✓ | ✓ |
| Change / release management | - | ✓ |
| Problem management | - | - |
| CMDB / IT asset management | ✓ | ✓ |
| Self-service portal | - | ✓ |
| **On-call** |  |  |
| On-call scheduling / escalation | - | - |
| Alert routing | - | ✓ |
| **RMM** |  |  |
| Remote monitoring & control | - | - |
| Patch management | - | - |
| **Automation** |  |  |
| AIOps / workflow automation | ✓ | ✓ |
| ITIL-aligned / PinkVerify | ✓ | - |
| **Deployment** |  |  |
| Hosting | Cloud only | Cloud only |
| **Platform** |  |  |
| Public API | ✓ | ✓ |
| Free tier | ✓ | ✓ |

*Source: vioscaleAI. Generated 2026-10-16T20:15:38.233Z. "-" = undocumented, not absent.*