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JIRA Service Management vs Samanage comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Apr 5, 2026

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
Sponsored
Average Rating
8.4
Reviews Sentiment
6.8
Number of Reviews
668
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
JIRA Service Management
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
90
Ranking in other categories
Help Desk Software (2nd), IT Service Management (ITSM) (2nd)
Samanage
Average Rating
7.6
Reviews Sentiment
6.8
Number of Reviews
3
Ranking in other categories
Help Desk Software (27th), IT Asset Management (19th), IT Service Management (ITSM) (25th), License Management (8th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
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.
Sohaib Ahmad - PeerSpot reviewer
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.
MC
Consult at a manufacturing company with 10,001+ employees
Detects incidents quickly, improves our SLA performance and solves issues faster
We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate our workflows with the incident management, so we use it to manage our work better. We'd like to implement the service request feature. Right now, we just record everything as incidents. Some activities can take a long time, maybe one or two weeks. This makes it hard to maintain a good SLA, even if we work hard. So, response speed and workflow improvements.

Quotes from Members

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

Pros

"Automation Anywhere's document automation, powered by IQ Bots and now enhanced with AI, stands out as a particularly valuable feature."
"The customer engagement is really deep, and they work with the “gemba”. They work with operations very closely. I also believe they have a good product roadmap."
"It is a good tool and one of the market leaders."
"We're able to create reusable components. We don't want people to have to rebuild things from scratch. In this way, developers can take the reusable components and complete their development processes more quickly."
"While RPA is the cutting-edge technology to bring digital transformation, the RPA as a service will reduce costs and increase efficiency with ease of deployment, less maintenance, and cheaper upgrade costs."
"We have been able to take resources that have been doing manual work and putting them into more productive work."
"I like the new GenAI and Automation Co-Pilot, which is something like attended automation."
"It is easy and simple to use with its drag and drop functionality."
"The most valuable features are the management tools."
"The dashboards in Jira have been the most useful feature."
"Everything is good on the JIRA Service Management, in terms of what they have provided."
"Confluence is a great tool for documentation and tracking."
"The platform is easy to use."
"Jira gets the basics right in terms of the Product Backlog and a Scrum Board that Scrum Teams can use to manage Sprint Backlogs."
"I think one of the most valuable things is that it's all integrated, because between the Wiki and the product itself, whenever someone is typing in an error, it automatically pops up a solution."
"The most valuable features of this solution are Incident and Request Management."
"Samanage has not only taken over asset and inventory management, but it also has the ability to function across departments, making it easy for end users to submit help desk tickets for IT, HR, and Finance."
"The solution has a great filtering feature."
"I would recommend Samanage from the IT support perspective because it's a great ticketing system and the only downside is the site shutdowns and the messy nature of the UI and UX."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
 

Cons

"They should make the product smarter. The bot we use right now is kind of fundamentally basic loop-based. We really want to see a little bit more advanced capability, that way we can undertake more comprehensive tasks."
"Technical support needs to be worked on as the turnaround time can be around a week, even though we are just using the solution on a pilot basis. We are working in real-time with realistic data. While the process of a logging a ticket is good, the process from logging a ticket to closure needs faster support time."
"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 tools have a lot of dependency on the environment, particularly on machines. Reducing this dependency could increase success."
"Automation Anywhere has to improve its technical features."
"More and more innovation is going on, and they'll have to keep adding features to keep up with the market. They have generative AI on their platform, but that's a new part. They are working on it. It's not 100 percent foolproof, but eventually it will get better. They need to work on their AI capabilities."
"They need to improve the OCR engine which is not up to the market."
"The quality and response time of the support, even on Sev-1 tickets, is not satisfactory."
"The solution needs to be integrated better with Office X5."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"What is lacking is the communication around these changes because we come across them almost by chance, and not because of any notification we've received."
"Its UI is a bit overwhelming for new users."
"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."
"This solution lacks features for project management. I would like to see more reports."
"JIRA Service Management could include more AI features."
"​SaaS version for large organizations (more than 2000 users) is not available."
"There are definitely areas for improvement, but so far, so good."
"The system shuts down about once a month which is frustrating."
"We've had some problems with the system shutting down about once a month. It sometimes takes five or 10 minutes to start working again but it can also take hours."
"The setting up process is not quite easy. It's quite difficult."
 

Pricing and Cost Advice

"Pricing is a bit high when compared to other available tools; however, the tool is worth the cost."
"It's a bit expensive compared to other RPA tools on the market."
"This is a comprehensive automation offering with a scalable architecture and flexible pricing models."
"The licensing cost of Automation Anywhere is better than UiPath and Blue Prism."
"Automation Anywhere is affordable."
"Cost-wise, it is fine. A lot of medium businesses prefer Automation Anywhere. The development cost is also lower."
"Considering the cost, it is a bit high, but worth the price because the output accuracy is high."
"The pricing for Automation Anywhere is reasonable."
"The pricing is very competitive and I think that it is okay."
"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."
"This is pricey solution. Should we move to using all cloud solutions in our business, we may move to different tools that have multiple functionality versus having a solution for each area. This would be too pricey and we would need to replace Jira with a different solution that also offers other features."
"The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."
"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."
"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."
"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."
"The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."
"It is expensive."
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Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
Financial Services Firm
14%
Outsourcing Company
11%
Manufacturing Company
9%
Comms Service Provider
7%
Construction Company
16%
Comms Service Provider
14%
Financial Services Firm
10%
Manufacturing Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise565
By reviewers
Company SizeCount
Small Business30
Midsize Enterprise25
Large Enterprise34
No data available
 

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...
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...
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.
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...
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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Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
JIRA Service Desk, Atlassian Jira Service Management
No data available
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator
Find out what your peers are saying about JIRA Service Management vs. Samanage and other solutions. Updated: November 2026.
920,929 professionals have used our research since 2012.