Ivanti Service Desk [EOL] vs JIRA Service Management comparison

Why PeerSpot?

Ivanti and Atlassian are both solutions in the IT Service Management (ITSM) category. Additionally, 88% of Ivanti 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

Ivanti Service Desk [EOL] and JIRA Service Management compete in IT service management, offering distinct capabilities for support and operations. JIRA Service Management is seen as superior due to its robust features and perceived value against pricing.

Features: Ivanti Service Desk [EOL] is valued for incident management, change tracking, and customizable workflows that meet complex requirements. JIRA Service Management offers extensive collaboration tools, rapid deployment capabilities, and access to a wide range of marketplace apps enhancing usability.

Room for Improvement: Ivanti Service Desk [EOL] could improve in extending integration options, broadening deployment environments, and increasing AI-driven features. JIRA Service Management can enhance support for non-Atlassian integrations, complex workflow configurations, and user interface simplicity.

Ease of Deployment and Customer Service: Ivanti provides flexible on-premise deployment with personalized customer support. JIRA Service Management offers streamlined cloud-based deployment for rapid implementation, leveraging Atlassian’s community resources for support.

Pricing and ROI: Ivanti Service Desk [EOL] offers competitive pricing that delivers a strong return on investment for infrastructure-heavy setups. JIRA Service Management provides cost-effective solutions with scalable pricing, offering convincing ROI through adaptable enterprise models and lower upfront costs.

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

Buyer's Guide

IT Service Management (ITSM)

October 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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reviewer2150373

Senior Manager - Strategic Initiatives | Project Management | Reporting & Analytics at a hospitality company with 10,001+ employees

Scalable but interface can be improved

Basically, we use it for service management from the financial side of things I would say the simplicity of it. It's not very difficult and doesn't require strong technical skills to understand or implement. The interface can be improved. It can be made more interactive for self-service users.…

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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 gives us the capability of leveraging our investments in different applications. I can use Automation Anywhere to tie a number of applications or processes together, without having to do in-depth coding to automate something."

"Comparing Automation Anywhere with other tools for RPA, in my opinion, it is better because it is easier to use for both the final user and the developer."

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

"The most valuable feature is IQ Bot, as it allowed us to train it to extract important logistical information from customer PDF documents, irrespective of the format."

"It is easy to automate SAP by using Cloning and Metabot."

"Our clients are always happy with the product and its performance."

"Automation Anywhere has positively impacted my organization by providing a lot of hours and dollars saved for many business teams across the company, and it helps spark ideas for people to look at their own business processes and learn how to automate them from end to end."

"It is easy to use for non-technical people, with a simple drag-and-drop interface, so they don't need to be technically savvy to automate their processes."

More Automation Anywhere pros

"Incident management is a valuable feature."

"The most valuable features of the Ivanti Service Desk are service requests and incident management."

"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."

"The tool supports a lot of standard reporting KPIs."

"Incident management and service request management features are the most valuable."

"Ivanti Service Desk gives all the functionality we need."

"The initial setup was quite simple; installing just took a few minutes."

"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."

More Ivanti Service Desk [EOL] pros

"Great to be able to create customized forms."

"The visibility features are great."

"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."

"Using JIRA simplifies tracking issues and updates."

"Allows customized processes for our service contracts."

"It is 100% stable."

"The initial setup is straightforward."

"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."

More JIRA Service Management pros

Cons

"Web automation capability needs to be improved."

"The focus on usability and user experience is bang on. Addressing several personas and making it easy for every persona to adopt and embrace is the spot on focus. That's an area that has a lot more room to improve. In the absence of that, the skills and expertise in the industry are going to struggle and if you need broader adoption, which has maximum potential, the persona-based user experience is a focus and I'd say Automation Anywhere is already working on."

"Automation Anywhere could improve its integration with Python and other programming languages."

"The initial cost of Automation Anywhere, including license fees and integration costs, is high. It is challenging for business users to operationalize the tool independently."

"It is frustrating at times to experience this instability, but we do find a solution and we are working on it to be better."

"The initial setup for the program was not straightforward. It was definitely complex."

"I think the pricing model should be more flexible."

"The local support in Brazil could improve. While it has gotten better in the last few months, we've struggled as a global company trying to contact them sometimes."

More Automation Anywhere cons

"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."

"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."

"You must be very technical to configure it."

"The interface can be improved. It can be made more interactive for self-service users."

"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."

"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."

"The mobile service is minimal and doesn't provide sufficient capabilities."

"It's not professional support. When we have a problem, Ivanti should investigate."

More Ivanti Service Desk [EOL] cons

"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."

"The cost of the license is too high; it's a real challenge for companies that aren't already using JIRA products."

"Integration could be improved."

"While I really like Scriptrunner, there are behaviors we don't have in the cloud."

"Some of the areas that could be improved are with the customizations."

"SaaS version for large organizations (more than 2000 users) is not available."

"The customizations in Jira could be improved by being simplified. They are currently very complex."

"I don't think the program is very scalable. It lacks scaling capabilities from the performance perspective and load balancing and some other infrastructure capabilities."

More JIRA Service Management cons

Pricing and Cost Advice

"Time-wise: We have saved hundreds of thousands of hours."

"They have a ridiculously expensive bot licensing structure, especially for the Asian region."

"One of the things that will be good for the community will be to get the free version to download, which came out just a month ago called Community Edition. So, you can actually download it and try it for yourself."

"It's justified because we have saved quite a bit of money at the company and many manual hours. Overall, it justifies the cost."

"IQ Bots are very costly. It's not a sustainable bot for us as of now. We will look for better, alternate options for that."

"There is a free trial so that they can get an overview, and there are different licenses that are very affordable and can suit every business model."

"We save approximately 10,000 hours per year."

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

More Automation Anywhere pricing and cost advice

Information not available

"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."

"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."

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

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

"It is one of the premium products on the market, but it is very costly, especially in the Indian market."

"Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."

"We have paid $20,000 recently for a one-year license for our on-prem server."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

No data available

Financial Services Firm

14%

Outsourcing Company

10%

Manufacturing Company

10%

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	565

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	4

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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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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Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

October 2026

Download Ivanti Service Desk [EOL] product report

Buyer's Guide

JIRA Service Management

October 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)

No data available

JIRA Service Desk, Atlassian Jira Service Management

Interactive Demo

Automation Anywhere

Demo not available

Ivanti

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

Deliver outstanding IT support services to employees and customers.

Ivanti

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

MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting

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

Buyer's Guide

IT Service Management (ITSM)

October 2026

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