Agiloft ITSM ITIL Service Desk Suite vs JIRA Service Management comparison

Why PeerSpot?

Agiloft and Atlassian are both solutions in the IT Service Management (ITSM) category. Agiloft is ranked #37, while Atlassian is ranked #2 with an average rating of 8.1. 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: September 2026).

Buyer's Guide

IT Service Management (ITSM)

September 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

"In human resources, we created several core SAP systems so that the basic users in human resources can reduce redundancies by 10 times with very little cost."

"We have multiple bots running. It saves time. If manual invoice processing in SAP takes two to three hours on a daily basis, a bot can do the same job in half an hour. We are saving more than 70% of the time."

"The most valuable features are ease of use and deployment."

"Automating a tedious manual process has helped to reduce manual work and the time taken to process the records."

"Its user interface is very understandable. Even a non-technical person can understand it. Everything in the user interface is self-explanatory. It is quite good."

"We have saved time and money using the solution."

"We have saved around 90% of the time that would be required to perform tasks manually."

"Automation Anywhere has significantly helped us achieve our automation goals, mainly by reducing costs, which alleviates organizational burdens."

More Automation Anywhere pros

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

"Auditing team uses this solution to track audit findings and follow-up."

"This solution has helped us a great deal in project management tracking and forecasting."

"The dashboards in Jira have been the most useful feature."

"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."

"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."

"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."

"The tool is scalable."

"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."

More JIRA Service Management pros

Cons

"We need a native way in Automation Anywhere's framework to tie all that information together, including AI dashboard, governance dashboards, and document automation results."

"If there were one thing I could ask for it would be a text-based language. Right now it's proprietary, so you always have to go through the tool, even for things like basic compares."

"They can provide more features for desktop application automation. They don't have extensive capabilities for automating desktop applications."

"For order processing, I would say that it is not very much time-saving because it is also taking time to extract and process, but it is giving us freedom in that the people who are doing the repetitive task are not doing that repetitive task now, and they are doing something else, maybe validation or something more productive."

"The solution should include an analytics dashboard. As the space is maturing, many vendors sell functionalities as separate components so this is not unique to the solution."

"In the next release, I think it has to be more compatible when deployed with the Citrix environment."

"The solution doesn't offer all the capabilities that we need, so we have to use it in conjunction with other software."

"We experienced continuous bot disconnections in our environment."

More Automation Anywhere cons

"The GUI looks a little dated."

"Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."

"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."

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

"The product is supposed to include an interface where the customer can report issues, things they cannot resolve easily. It's not there at the moment so it's more difficult to resolve issues with the OEMs."

"The solution should be more formalized. It could be more user-friendly."

"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."

"I don't think the program is very scalable."

"JIRA Service Management could include more AI features."

More JIRA Service Management cons

Pricing and Cost Advice

"I would like them to have better license management."

"The setup cost for this is onetime and licensing is based on your choice of product."

"The cost is anywhere between $10,000 and $100,000."

"We generally follow the Gain-Sharing Pricing model, which enables the customer to start getting the RPA benefits right from day one of their implementation."

"We have a three-year contract with Automation Anywhere."

"The setup and licensing cost is affordable, and it is not exaggerated like UiPath."

"The licensing fees are approximately $10,000 USD for between five and ten users."

"I advise others that even as of right now, the setup cost and licensing cost to automate bots on Automation Anywhere is steep but it is worth the investment!"

More Automation Anywhere pricing and cost advice

Information not available

"JIRA Service Management's pricing is pretty decent compared to competitors. I rate the pricing an eight to nine on a scale of one to ten."

"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."

"The price of the solution is becoming expensive and it should be reduced."

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

"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."

"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."

"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."

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

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

No data available

Financial Services Firm

14%

Outsourcing Company

10%

Manufacturing Company

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	558

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 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

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BMC Helix ITSM vs Agiloft ITSM ITIL Service Desk Suite

Compared 43% of the time

ServiceNow vs Agiloft ITSM ITIL Service Desk Suite

Compared 26% of the time

Clarity SM vs Agiloft ITSM ITIL Service Desk Suite

Compared 8% of the time

LiveAgent vs Agiloft ITSM ITIL Service Desk Suite

Compared 7% of the time

Atomicwork vs Agiloft ITSM ITIL Service Desk Suite

Compared 5% of the time

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ServiceNow vs JIRA Service Management

Compared 11% of the time

Zendesk vs JIRA Service Management

Compared 7% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 5% of the time

Freshservice vs JIRA Service Management

Compared 5% of the time

Atera vs JIRA Service Management

Compared 4% of the time

More JIRA Service Management Competitors

Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

September 2026

Agiloft ITSM ITIL Service Desk Suite report

Download Agiloft ITSM ITIL Service Desk Suite product report

Buyer's Guide

JIRA Service Management

September 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)

September 2026

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