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

"We are able to sell it very easily compared to its competitors. Another piece is the stability part. The third piece is something which is the customer experience: The ease to work with it. The Automation Anywhere, as a partner, is very easy to work with. They are there when you need them, whether you are in the initial journey of automation, you are figuring out what is the right opportunity, or whether you are in the journey of deploying the bot or support. They are there with you at each of those stages."

"We have been able to take an accounting task and clear a very large backlog, therefore being completely up-to-date on the task since implementing a bot on it."

"Now, rather than the team going and collecting all of that information, we can have the bots do it, and that has been fantastic."

"We use AA Client, Bot runners, Control room, IQ Bot, Bot insights. With the AA Client, we are able to automate almost all kinds of automation requirements without any big challenges. We found the availability of the number of commands provided by AA is really helpful to do automation within a small time frame."

"This solution has gives us greater employee satisfaction because manual recurring work has been reduced."

"The most valuable feature of the platform right now for us is just getting the most out of the tool. When I first joined the company, we were on version 11, which is the on-premise version of Automation Anywhere. Getting over to the new cloud platform A360 has enabled us to get the most out of general RPA or robotic process automation."

"Easy to access: Without the need to download and install software on a local machine, we can access the RPA application from virtually anywhere."

"With Automation Anywhere, our clients can get their work done fast and in an automated manner."

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 most valuable feature of Jira is that it is free of cost, which is a significant advantage."

"The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository."

"I think it's easy to use and user-friendly."

"The basic configuration and the basic abilities provided are the most valuable aspects of the solution."

"What I really like about this solution, is how it manages the queues, the tickets and the routing."

"Using JIRA simplifies tracking issues and updates."

"Useful for tracking issues with development."

"From where I sit, the cloud version is superior, mainly due to not having to manage the upkeep of Jira, which was quite frankly a pain, but that's just the nature of Jira."

More JIRA Service Management pros

Cons

"In A2019 the dependencies that are being downloaded take a longer time that should be reduced. Migration utility should be provided so we can easily migrate from lower versions to higher versions."

"We are still hoping to see improvements in its ability to have the client answer automatically and reconnect when Windows updates are applied."

"I would like to be able to look at the steps that are completed as a process is running."

"The support and user community need improvement."

"It should have more commands, which should remove the dependency on MetaBots or other scripts so that everything is available in the tool itself."

"Automation Anywhere could benefit from a more technical focus."

"I believe there is room for improvement in Automation Anywhere, particularly in their training programs, which need more development."

"The product is good, no doubt about it, but we need the OCR for handwritten documents, the web-based solution, and the licensing has to be improved."

More Automation Anywhere cons

"The GUI looks a little dated."

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

"It was complex for us because we had to migrate data from HPSM. We required a consultant to be involved, and even the consultant struggled for some time."

"The licensing model could be improved. There needs to be a different licensing model for large numbers of employees, as it remains one of the main barriers to using JIRA Service Management across our entire company."

"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."

"The interface could be made easier to use. While it is not the worst, there is still room for improvement."

"While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I also received support from JIRA support, making it a positive experience."

"Recently, in the Jira cloud, we have had an issue. Users are not able to log in and some of the customer data has also been lost."

"I think the performance can be better."

More JIRA Service Management cons

Pricing and Cost Advice

"It saves me around $100,000 a year."

"We have saved a lot of money on taxes based on the stuff that we run."

"The product starts at $10,000 and then it's up to you regarding how much you can consume."

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

"Despite being less expensive than UiPath, Automation Anywhere remains cost-prohibitive for many small and medium-sized businesses."

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

"It's somewhat pricier than some of the other tools that we've used, and the breakout between the different applications is also somewhat costly. If they can make it a little more cost-effective or bundle packages a little bit more, that would be beneficial."

"Including the AWS setup and everything per license, it costs us around $10,000 on an annual basis. I believe that is pretty reasonable considering the teams that we have."

More Automation Anywhere pricing and cost advice

Information not available

"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."

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

"Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."

"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."

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

"I price of JIRA Service Management is reasonable."

"The cost has recently increased. It might be around $20 to $25 per user license."

"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."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

18%

Manufacturing Company

11%

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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Ask a question

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

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Compared 11% of the time

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Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

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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 10% of the time

LiveAgent vs Agiloft ITSM ITIL Service Desk Suite

Compared 7% of the time

More Agiloft ITSM ITIL Service Desk Suite Competitors

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

Download Automation Anywhere product report

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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