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: 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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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

"We have seen a positive return on investment with Automation Anywhere mainly through the time saving and reducing manual efforts."

"One very useful feature is the IQ Bot, which is helpful in the operation of the data input process to all of their applications."

"I find Automation Anywhere (AA) to be really fast on the development side."

"I like all of the product features, but I mostly like to work with IQ Bots because they have cognitive automation capabilities."

"The features of Automation Anywhere are quite impressive; one aspect I particularly appreciate is the integration of AI, which has reached a mature level in its capability for agentic processes, greatly enhancing product usability and enabling adaptation to complex use cases."

"We found that RPA with additional AI capabilities, such as machine learning and Computer Vision, can enable the organization to augment existing business operations by creating efficiencies and improving the accuracy of data to be processed, without changing too much of the existing system."

"It is really helpful that this solution is deployed in the cloud."

"Our first automation removed manual work from employees, so they are now able to more quickly product quality work."

More Automation Anywhere pros

"It is highly configurable with PinkVERIFY status."

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

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

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

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

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

"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."

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

More Ivanti Service Desk [EOL] pros

"We use JIRA Service Management for tracking purposes, planning, and execution."

"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."

"Everything is good on the JIRA Service Management, in terms of what they have provided."

"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."

"My advice to users is that JIRA Service Management is a good project management tool to handle projects respectively and efficiently."

"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."

"Atlassian Customer service is some of the best I have experienced."

"We have found the issue type feature particularly valuable, as it provides an out-of-the-box solution that aligns with our needs."

More JIRA Service Management pros

Cons

"It is difficult to learn all the possibilities that the product and automation itself offer."

"I would like to see more complex use cases coming out for our industry."

"As a business user, I would like to have a feature wherein the bot is run on demand, whenever an email with a specific keyword or whenever a specific pers sends an email to the bot's email address."

"Setup and deployment of this product could be difficult for those without experience. These processes should be made easier."

"As we expand our components of the Automation Anywhere platform that we utilize, we need better connections between them."

"The GUI can be improved by making it more user-friendly."

"When we need to upgrade the bot version for various applications like SAP, the compatibility issues could be easier to resolve. The financial team is using version 5 or 6, but the automation engineer recommends only version 6 because it is more compatible. I think Automation Anywhere could handle these compatibility issues better."

"The UI can be improved a little bit to make it easier for beginners to understand."

More Automation Anywhere cons

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

"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 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."

"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."

"You must be very technical to configure it."

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

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

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

More Ivanti Service Desk [EOL] cons

"The biggest issue is not being able to display linked issues and that makes scalability painful as far as the customer experience goes, and weighs down the system with more tickets."

"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."

"It would be beneficial if we could turn comments into subtasks or other JIRA tickets directly."

"JIRA Service Management is costly."

"There should be some AI integrations now as AI is in the picture."

"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."

"Technical support is so-so. Some of them are good, some bad."

"The performance in cloud service management could be improved."

More JIRA Service Management cons

Pricing and Cost Advice

"I feel the cost of licensing is very high for the A2019 version."

"Cost-wise, it is fine. A lot of medium businesses prefer Automation Anywhere. The development cost is also lower."

"I think the solution's pricing is reasonable."

"It is not cheap, but we are able to get an ROI."

"In most of the cases, the product value is very good. If the infrastructure, implementation, and framework are good, then generally, the client can get a good return on investment."

"There are some additional costs beyond the standard licensing fees. There are a couple of add-ons we've looked at: The IQ Bot for OCR and machine-learning were add-ons, as well as the Bot Insights - the analytics."

"Automation Anywhere's price is considerably better than UiPath's."

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

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."

"I price of JIRA Service Management is reasonable."

"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."

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

"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."

"Jira Service Management has affordable license fees. It's $12 a month per person."

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

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

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

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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Comparisons

UiPath Platform vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

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Ivanti ITSM vs Ivanti Service Desk [EOL]

Compared 14% of the time

Freshservice vs Ivanti Service Desk [EOL]

Compared 13% of the time

ServiceNow vs Ivanti Service Desk [EOL]

Compared 12% of the time

Freshdesk vs Ivanti Service Desk [EOL]

Compared 11% of the time

BeyondTrust Remote Support vs Ivanti Service Desk [EOL]

Compared 11% 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

Download Ivanti Service Desk [EOL] 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)

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)

September 2026

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