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What is the difference between Jira and Jira service management?

Elina Raimkulova

We have a couple of projects with scrum board company managed. Recently we got the bill for the Jira and for the Jira service management. Wehn o read the description about it, and read the list of functions I understand that we don't need the features connected to agents and customer requests. So how can I divide them so I don't have to pay for both?

I tried setting and creating another project, but it automatically gives me the same set - People can only be as service dest team members. Please, explain what I can do.

Accepted answers

Kai Krause_xx7uj7

Hi and Welcome,

Jira:
- Focuses on project management, issue tracking, and agile methodologies (Scrum, Kanban).
- Used for planning, tracking, and managing development projects.
Jira Service Management:
- Tailored for IT service management (ITSM) and customer support teams.
- Facilitates handling customer requests, incidents, changes, and service requests.
- Includes features for managing service level agreements (SLAs) and support workflows.

To avoid to create Jira Service management service projects , create Jira Software Projects

Screenshot 2025-03-17 103456.png

you cant change the project type afterwards.

BR
Kai

Koloman Pfeffer

In addition to @Kai Krause's answer: to not pay for Jira Service Management, you will have to check, who in your team or company has a JSM-license. As long as there are people with a respective license, those will show up on your bill. But be careful if you suspend licenses, because it could mean that some people suddenly can't work in their projects anymore.

All comments

Kai Krause_xx7uj7

Hi and Welcome,

Jira:
- Focuses on project management, issue tracking, and agile methodologies (Scrum, Kanban).
- Used for planning, tracking, and managing development projects.
Jira Service Management:
- Tailored for IT service management (ITSM) and customer support teams.
- Facilitates handling customer requests, incidents, changes, and service requests.
- Includes features for managing service level agreements (SLAs) and support workflows.

To avoid to create Jira Service management service projects , create Jira Software Projects

Screenshot 2025-03-17 103456.png

you cant change the project type afterwards.

BR
Kai

Koloman Pfeffer

Clara Belin-Brosseau_Elevatic

Hi @Elina Raimkulova

As Kai previously mentioned, Jira and Jira Service Management (JSM) serve different purposes:

Jira Software (same as "Jira") is primarily designed for software development teams. It is used for agile project management, issue tracking, and bug tracking, with features like Scrum and Kanban boards, sprints, and backlog management.
Jira Service Management (JSM) is built for IT and service teams. It provides service desk capabilities, such as incident management, request management, SLAs, knowledge bases, and automation to help IT teams provide better customer and internal support.

If you feel like you only need Jira Software projects, then you can manage your billing and permissions to avoid paying for both by follow these steps:

Check who has JSM access
- Go to Admin settings > User management
- Look for users assigned Jira Service Management licenses.
- Remove their access if they don’t need it.
Ensure you’re using a Jira Software projects
- In Projects, check if your Scrum boards are inside Jira Software projects (not JSM projects).
Convert or create a new Jira Software projects
- If your project is a JSM project, create a new Jira Software project instead of modifying the existing one.
- Move issues from the JSM project to the new Jira Software project.
- Archive or delete the JSM project if you no longer need it.
Adjust permissions to avoid agent fees
- Go to Project settings > People in your current JSM projects.
- Remove users who are listed as Service Desk team roles.
- Assign them a role in a Jira Software project instead (e.g., Developer or Member).

I hope this is clear enough

Elina Raimkulova

Thank you a lot! I figured that out.

Elina Raimkulova

Thank you!

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