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Jira Service Management

Atlassian's issue and project tracker for software and cross-functional teams

Overview

Confluence is the team workspace and wiki made by Atlassian, sold as a cloud product alongside Jira and the rest of the Atlassian portfolio. It organises content into spaces and page trees, with templates for meeting notes, requirements, runbooks and decision logs, and page-level restrictions for sensitive material. Atlassian sells it in Free, Standard, Premium and Enterprise editions; the free edition is offered for up to 10 users without a credit card[3].

Atlassian’s AI layer for Confluence is Rovo, announced on 1 May 2024 as a combination of search across Atlassian and third-party tools, a conversational chat over company data and configurable agents that can be triggered by events such as a new Jira issue[2]. The current pricing page lists Rovo Search, Chat and Agents among the features of the paid plans[1].

Confluence’s main advantage as a knowledge base is the depth of its integration with Jira, which makes it the default documentation layer for many software and IT teams. Its limitations are the opposite side of that strength: page trees can sprawl without governance, the free plan is capped at 2 GB of file storage[1], and features such as higher uptime commitments and data residency are reserved for upper tiers. Confluence is also an internal wiki first; companies that need a branded public help centre often pair it with a dedicated external knowledge base tool.

Jira Service Management features

  • Spaces, page trees and page-level restrictions
  • Templates for requirements, runbooks and meeting notes
  • Rovo AI search, chat and agents on paid plans
  • Free plan for up to 10 users
  • 250 GB storage on Standard; unlimited on Premium
  • 99.9% uptime SLA on Premium, 99.95% on Enterprise
  • Request, incident, problem and change management
  • Assets configuration database included

Jira Service Management pricing

Free: US$0 for up to 10 users, 2 GB file storage. Standard: listed at US$5.78 per user per month in the page's structured pricing data (300-user reference tier), 250 GB storage. Premium: US$11.16 per user per month on the same basis, unlimited storage and a 99.9% uptime SLA. Enterprise: quote-based, 99.95% uptime SLA. Per-user rates vary with team size.

Jira Service Management strengths and limitations

Strengths

  • Usable free tier for small teams
  • Tight integration with Jira and other Atlassian products
  • Published per-user prices in USD
  • Large template library for technical documentation
  • Free plan and transparent per-agent prices
  • Native link to Jira development work

Limitations

  • Free plan limited to 2 GB of storage
  • Page hierarchies become hard to govern at scale
  • Not designed as a branded public help centre
  • Highest uptime commitment only on Enterprise
  • Extra charges for Assets objects and virtual agent conversations above allowances
  • Formal ITIL processes require configuration

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