Agiloft ITSM ITIL Service Desk Suite vs JIRA Service Management comparison

Agiloft and Atlassian are both solutions in the IT Service Management (ITSM) category. Agiloft is ranked #39, while Atlassian is ranked #2 with an average rating of 8.2. Additionally, 80% of Agiloft users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.

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Executive SummaryUpdated on Apr 5, 2026

JIRA Service Management and Agiloft ITSM ITIL Service Desk Suite are both leading products in IT service management. JIRA is slightly favored due to its seamless integration with Atlassian tools and user-friendly interface, while Agiloft is chosen for environments needing extensive customization.

Features: JIRA facilitates enhanced collaboration with its project management capabilities, integrates effortlessly with the Atlassian ecosystem, and promotes streamlined workflows. Agiloft offers comprehensive customizability, adapts to complex environments, and provides a robust feature set for tailored solutions.

Ease of Deployment and Customer Service: JIRA offers a straightforward deployment process with strong integration support, reducing time-to-value. Agiloft requires a more involved setup due to configurability but compensates with personalized customer support during deployment.

Pricing and ROI: JIRA's tiered pricing model makes it accessible for small to medium enterprises with varying team sizes, offering rapid implementation. While Agiloft may have a higher initial setup cost, it provides significant ROI for organizations needing customized solutions.

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: June 2026).

Buyer's Guide

IT Service Management (ITSM)

June 2026

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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it_user536637

Lead IT Manager at a tech services company with 10,001+ employees

We use it for handling requests. It has reduced the IT staff required.

Handling requests - Technical service requests: hardware, software not working - Account requests: new/modify account requests to various systems - Software requests: of all types from our staff - IT related assets: hardware controlled by IT - All types of technical abuse complaints: ie copyright - Surveys about the follow-through of the staff to requests entered in the system

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Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"It is easy to use and developer-friendly. The development time is very short. If any system needs to be changed or any functionality needs to be incorporated to any of the technology, it usually will be a long process, like months. With this innovative tool's automation, it is very dynamic, easy to develop, and deliver results quickly. With some of our use cases, we were able to deliver within the time frame of two to three weeks, which is the biggest plus with this tool."

"My impression of the Bot Store is good. It is a really smart offering. A lot of the time customers need the same things, and there's not necessarily a lot of logic in reinventing the wheel. When you take the Bot Store, you allow people to share knowledge, you allow best practices to be immediately adopted by users, and you can share good knowledge, saving a lot of time for customers. It's a really good thing."

"It is easy to learn and easy to deploy. That is the best part compared to the other RPA solutions available in the market. Automation Anywhere is easier than UiPath and Blue Prism."

"Our ROI has ranged from thousands to hundreds of thousands, depending on the type of process being automated."

"The majority of Indian companies are showing a lot of interest in recruiting students who are trained in this Automation Anywhere RPA tool."

"Our workforce has limited capacity, and by adding this solution we can increase the amount of work coming in without adding to our workforce."

"Automation Anywhere is frequently releasing new features to their product. I find this amazing as they provide frequent product updates, introducing new features to the frameworks and similar aspects."

"Movement on cloud architecture according to me provided by AA2019, will be most beneficial as it will be easy to use and will provide flexibility."

More Automation Anywhere pros

"We were able to reduce the IT staff from 4 to 1.5 FTE, to handle the 2500/monthly requests."

"The Jira interface is very good."

"The solution has improved company functioning by providing more transparency, in my opinion."

"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."

"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."

"The automated workflows have helped streamline our IT processes."

"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."

"I can see that JIRA avoids chaos and makes the whole company work more efficient as all feature requests and internal/external requests are all visible in the JIRA tickets and the Confluence wiki system."

"The product is not lacking anything that a QA will want to use."

More JIRA Service Management pros

Cons

"They have done a fairly good job on the RPA space, but more and more, the whole cognitive AI space and machine learning are where I see the industry actually going. I'm sure Automation Anywhere is also focused on that topic, but we would like to see more coming down the pipe, as early as possible."

"I would like to have a bot as a service platform on AA Cloud."

"One of the challenges that I face every now and then while working with A2019, is around the bot agent updates. Every week/alternate weeK, I receive an error while running my bots, that asks me to update the bot agent."

"There is still a way to go for Automation Anywhere where we can see improvement."

"The object cloning that exists cannot capture 80 percent of the objects that we need it to capture."

"I think it is a little bit of an ongoing struggle, because we don't deal with the infrastructure. We have a separate infrastructure team that sorts all that out. So, sometimes there are communication issues just trying to get our internal IT team onboard to run through the installs and that sort of thing. But, definitely with the new cloud version coming onboard, we'll be looking toward going to that. Hopefully it'll resolve some of that friction that comes about through the install process and complexity."

"It is nice being able to develop and manage/schedule scripts from the same web browser interface, but there are times I wish that the bot developer screen was made more user friendly."

"Document Automation has issues related to speed. When I compare Document Automation with IQ Bot, IQ Bot is faster than Document Automation."

More Automation Anywhere cons

"The GUI looks a little dated."

"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."

"We decided to move away from JIRA Service Management to Azure because we felt it wasn't properly organized."

"The product does not allow customization of reports."

"I'd like to update the dashboard so that more features are available."

"It is difficult to navigate if you don't have any prior knowledge."

"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."

"Jira Service Management could improve by offering more control similar to Monday.com, such as easier automations, file addition, and sharing with different people."

"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."

More JIRA Service Management cons

Pricing and Cost Advice

"Automation Anywhere has an advantage in terms of licensing. It is more cost-efficient compared to all other RPA platforms. It is a recommended solution when clients need a cost-efficient automation tool to perform unattended automation."

"The cost can be reduced a little for users."

"It's an ideal pricing model to customize the components based on everyone's needs."

"Our annual licensing costs are around $100,000 a year."

"The price is very reasonable."

"It is cost-efficient in terms of licensing. I found their support good when I was working for the airline client. However, I hear from my managers here that the support price for Tier 3 or premium is a little higher. That is why we are not going for Automation Anywhere. Its price was okay for our client, but for us, it seems expensive."

"Considering the cost, it is a bit high, but worth the price because the output accuracy is high."

"The initial setup and licensing fees are high, and although it saves costs in the long run, reaching the break-even point can take at least six months."

More Automation Anywhere pricing and cost advice

Information not available

"The pricing is free for us because we are an associate partner for the product."

"I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."

"It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."

"The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."

"We have an annual license with JIRA Service Management, but it is billed monthly."

"On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous."

"The pricing is very competitive and I think that it is okay."

"This is pricey solution. Should we move to using all cloud solutions in our business, we may move to different tools that have multiple functionality versus having a solution for each area. This would be too pricey and we would need to replace Jira with a different solution that also offers other features."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Manufacturing Company

12%

Construction Company

11%

Computer Software Company

No data available

Financial Services Firm

15%

Manufacturing Company

10%

Computer Software Company

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

No data available

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	25
Large Enterprise	34

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

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Earn 20 points

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

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What is your experience regarding pricing and costs for JIRA Service Management?

While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I als...

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What needs improvement with JIRA Service Management?

I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibi...

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Comparisons

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Compared 13% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 11% of the time

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Compared 7% of the time

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Compared 2% of the time

AutomationEdge vs Automation Anywhere

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BMC Helix ITSM vs Agiloft ITSM ITIL Service Desk Suite

Compared 52% of the time

ServiceNow vs Agiloft ITSM ITIL Service Desk Suite

Compared 17% of the time

Clarity SM vs Agiloft ITSM ITIL Service Desk Suite

Compared 9% of the time

LiveAgent vs Agiloft ITSM ITIL Service Desk Suite

Compared 7% of the time

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ServiceNow vs JIRA Service Management

Compared 12% of the time

Zendesk vs JIRA Service Management

Compared 7% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 6% of the time

Freshservice vs JIRA Service Management

Compared 5% of the time

Atera vs JIRA Service Management

Compared 4% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

June 2026

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Buyer's Guide

IT Service Management (ITSM)

June 2026

Agiloft ITSM ITIL Service Desk Suite report

Download Agiloft ITSM ITIL Service Desk Suite product report

Buyer's Guide

JIRA Service Management

June 2026

Download JIRA Service Management product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Agiloft ITSM/ITIL Service Desk Suite, Agiloft IT Service Management

JIRA Service Desk, Atlassian Jira Service Management

Interactive Demo

Automation Anywhere

Demo not available

Agiloft

Demo not available

Atlassian

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Agiloft ITSM ITIL Service Desk Suite is a comprehensive tool designed to enhance IT service management through a structured framework that supports ITIL best practices, offering a highly configurable platform for diverse IT needs.

Agiloft ITSM ITIL Service Desk Suite provides a holistic approach to IT service management by integrating ITIL processes with robust service desk capabilities. It focuses on automation and workflow customization to streamline processes and improve efficiency. Users can expect enhanced support through features that facilitate incident management, change management, and problem resolution, along with customizable metrics and reporting tools. The suite aims to optimize IT resources and reduce costs by providing scalable solutions that adapt to dynamic business environments.

What key features does Agiloft ITSM ITIL Service Desk Suite offer?

Incident Management: Efficient tracking and resolution of incidents to minimize downtime.
Change Management: Structured process to manage IT changes with minimal disruption.
Customizable Workflows: Tailor workflows to fit specific business processes.
Service Catalog: Comprehensive overview of available IT services for quick access.
Reporting & Analytics: Advanced tools for performance measurement and decision-making.

What are the expected benefits or ROI from using Agiloft ITSM ITIL Service Desk Suite?

Cost Efficiency: Reduces operational costs through streamlined processes.
Scalability: Easily adapts to evolving business demands.
Improved Productivity: Automates routine tasks, freeing up IT staff for strategic initiatives.
Enhanced User Satisfaction: Faster resolution times lead to greater satisfaction.
Compliance Support: Aligns with ITIL standards for better regulatory compliance.

Agiloft ITSM ITIL Service Desk Suite is widely implemented across industries like healthcare, finance, and manufacturing, addressing industry-specific challenges. Its adaptability and compliance with ITIL standards make it a valuable asset for organizations seeking to improve IT service delivery while ensuring compliance and efficient resource utilization.

Agiloft

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Affinity Development Group, ArcaTech Systems, Carestream Health, CareView Communications, Chester County, Chevron Corporation, Conde Nast, CSF International, DCG Systems, East Virginia Medical School, EMC, Hopkins County Board of Education, Hot Topic Media, Lattice Semiconductor, Lexnet Consulting Group

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

Buyer's Guide

IT Service Management (ITSM)

June 2026

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