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JIRA Service Management vs Serviceaide ChangeGear 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
6.9
Number of Reviews
641
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 (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), 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)
Serviceaide ChangeGear
Average Rating
7.6
Reviews Sentiment
6.5
Number of Reviews
14
Ranking in other categories
Help Desk Software (28th), IT Service Management (ITSM) (28th)
 

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.
Umair Akhlaque - PeerSpot reviewer
Enterprise Solutions & Services Head at Duroob Technology
A fairly stable solution that’s highly mature, but has a poor user interface
The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

Quotes from Members

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

Pros

"So far, the organization has 20+ bots, which has generated more than $50K of ROI."
"Customers also are looking for the kinds of solutions that help enable their workforces to be more effective."
"We are getting some phenomenal straight through processing, so we took what would have taken 30 to 35 people and are able to do that a little bit more accurately with about six."
"The most valuable feature is the user-friendly interface."
"The most valuable features for us are the Image Recognition and Object Cloning. We used this feature to automate our web-based tasks with repetitive actions or complex conditions. These features are very easy to use and do not require you to have deep knowledge in programming to understand since it has a drop and drag feature used to control it."
"The most valuable feature of this solution is the MetaBot, which gives you the power to add many DLLs and customize them for the automation."
"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."
"In the past ten months, I have saved the work of two people and people are happy with the results."
"This is the most complete and versatile enterprise task management product and issue tracker."
"Anyone who is considering Jira Software, I would recommend they go with Jira Service Desk."
"Its integration is most valuable. It is pretty open for integration."
"The flow of the reports is good."
"This solution has helped us a great deal in project management tracking and forecasting."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"It's easy to set up the solution."
"It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7."
"The most valuable feature is the ability to easily create service catalogues for our customers, something that we didn't have previously with the other tool we were using, which was SDM."
"Improved the effectiveness of my Service Desk Team and improved the SLA timing."
"The ability to add Additional Information Screens on the fly."
"Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems."
"The support is pretty good, the follow up is great; it is 24 hours, so that’s been useful, and it has a good escalation path, which is essential."
"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
"This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."
 

Cons

"It takes a lot of effort to build up the internal infrastructure/topics like Virtual Machine/Security/development-Governance/Usecase-Management."
"There have been many instances, particularly in my previous organization where we did a lot of development in Automation Anywhere, catering to clients like CPA firms in America, where we raised tickets for solutions but did not always find a satisfactory resolution, despite connecting over a call."
"Sometimes, the ESX services will stop. We are working with IT to resolve this, as it's not our fault. Automation Anywhere is stopping the service, and during that time, the bot will be stopped. Right now, we are logging into the client machine and restarting/rebooting them, then restarting the services. As some of our processes run at night, we won't know that the service is down since our processes run 24/7. This issue is then escalated to the manager. This is the current challenge that we are facing, and we would like them to improve this."
"They have a ridiculously expensive bot licensing structure, especially for the Asian region."
"The GUI can be improved by making it more user-friendly."
"Moving away from client-server architecture to web-based deployment compromised developer experience of app reliability offered by 11.3.X flavors. Desktop app experience >>> Web experience, developers are not pleased."
"One way Automation Anywhere can be improved is in ticketing."
"They need to improve the real-time data and analytics."
"The product could be improved by integrating better with mobile numbers. For example, creating a WhatsApp platform would extend the solution and make it more useful."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"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 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."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"The deployment can be a bit complex, especially for those who are not technical."
"We had a lot of issues with non-Windows servers during implementation."
"It loses points because it’s not GUI enough, too code-y."
"This is not appropriate for a small or even a medium-sized business. Too much overhead for a small company."
"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."
"I think they could update some of the interface. It doesn't look as pretty as some of the other ones."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."
"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."
 

Pricing and Cost Advice

"Automation Anywhere might have a higher upfront cost than some competitors, but its extensive features and seamless integration with other tools can save organizations money in the long run."
"Automation Anywhere is somewhat expensive. The prices are slightly higher, but if you need something, you must pay for it."
"The solution is costly and the licensing is very confusing."
"Costs savings have been seen by employing bots for multiple shifts instead of people."
"Automation Anywhere is affordable."
"We purchase on a bot basis. Our costs are approximately $5,000."
"We save 34,000 hours of time per year and have recouped up to $6000 in lost revenue."
"We were paying approximately $30,000 for a year license."
"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."
"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."
"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."
"The pricing is free for us because we are an associate partner for the product."
"We have paid $20,000 recently for a one-year license for our on-prem server."
"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."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Financial Services Firm
15%
Manufacturing Company
9%
Computer Software Company
6%
Educational Organization
6%
Construction Company
19%
Financial Services Firm
8%
Comms Service Provider
8%
Religious Institution
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
By reviewers
Company SizeCount
Small Business30
Midsize Enterprise25
Large Enterprise34
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise1
Large Enterprise11
 

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
Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear
 

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
Oakwood Systems Group
Find out what your peers are saying about JIRA Service Management vs. Serviceaide ChangeGear and other solutions. Updated: June 2026.
900,838 professionals have used our research since 2012.