No more typing reviews! Try our Samantha, our new voice AI agent.

JIRA Service Management vs SolarWinds Service Desk comparison

Sponsored
 

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
642
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 (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)
SolarWinds Service Desk
Average Rating
9.0
Reviews Sentiment
6.5
Number of Reviews
3
Ranking in other categories
IT Service Management (ITSM) (15th)
 

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.
Vaibhav Patkar - PeerSpot reviewer
CISO at Orient Technologies Pvt. Ltd.
Improved service requests and network monitoring have increased efficiency but integration needs work
SolarWinds Service Desk is a recognized product across the world and a dependable product. Kaseya is somewhat dated, and SolarWinds Service Desk has better connectivity in terms of superior integration facilities compared to Kaseya. Additionally, SolarWinds Service Desk offers multiple options within the same tool, including ITSM as well as NOC and network monitoring capabilities. SolarWinds Service Desk has much greater acceptability in the market and a wide range of implementations and integrations with various tools and applications. Life becomes simpler when choosing a standard product, whereas Kaseya may not be as highly regarded in the market. SolarWinds Service Desk may have some flaws, but work is being done to address them. SolarWinds Service Desk is an affordable product. SolarWinds Service Desk is suitable for all customers ranging from small to enterprise. There are some small customers, and the primary usage is within the company itself, and then as customers require it, access can be provided to them.

Quotes from Members

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

Pros

"The core RPA service that it provides and the stability that it has in maintaining that as a cloud service solution is a key enabler for us. Its stability is good, and the low-code/no-code setup that it has is very user-efficient."
"It's very easy to use. It helps streamline manual processes."
"We have an automation that we just put in production where we are doing a double-blind quality review, and the bot is comparing the two entries and kicking out a large number of exceptions for human review, so we have saved a large number of hours every day by not having humans look at things that match."
"It really does have a great dashboard. It has Bot Insight, it has MetaBots, and IQ Bots. It has so many features where it can read a file and loop."
"Since it is based on the cloud, it is a highly scalable product. It is easy to deploy, has a very good UI, and the bots can be easily deployed with no issues."
"We can integration with other APIs, which is a good thing. This helps us with our database integration. For example, we have done an SAP integration, which is great, since SAP has a lot of manual work."
"We have a close relationship with our account manager and technical support. This relationship makes the difference."
"This RPA tool is a leader in the market, and I have had a very good experience working with Automation Anywhere."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"It's easy to use and the fastest way to handle a ticketing system."
"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."
"The product is not lacking anything that a QA will want to use."
"It is worth its weight in gold in being able to link everything together and have everything in one place."
"One of the valuable features is that an automatic response or action can be taken on tickets."
"Useful for tracking issues with development."
"Using JIRA simplifies tracking issues and updates."
"The solution is very stable."
"What I appreciate the most about the product is that, as per the name given, it brings better visibility to the client in terms of their infrastructure, application, and performance."
"SolarWinds Service Desk is a recognized product across the world and a dependable product."
 

Cons

"I believe there is room for improvement in Automation Anywhere, particularly in their training programs, which need more development."
"The Insight feature could be improved. I don't think there's a lot of information about how to use Insight, so you have to try different scenarios to understand that feature better."
"There could be more training provided by Automation Anywhere."
"One area where I can see room for improvement is the training material that is available."
"They do not include the basic functionality of column headers in Excel worksheets. This is missing, and we need it."
"We need a better way of getting upgrades or defect fixes. It is creating problems for us, as we have to go for a completely new version. Maintaining and managing existing bots, then coming up with new ones takes a lot of time. We would rather have a batch fix than an installation to an installation."
"Automation Anywhere could assist in this transition."
"Some of the machine learning (ML) components are still in development. They deployed many of them, but they are doing some improvements on the machine learning part."
"JSD has some analytics, but it's pretty much basic and simple dashboards."
"Some of the areas that could be improved are with the customizations."
"There is room for improvement in support."
"​SaaS version for large organizations (more than 2000 users) is not available."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"One thing I would suggest is that before we create an epic, we mention the required stories in its description. Then AI could directly create those stories instead of doing it manually inside the table, so that integration can occur."
"The deployment can be a bit complex, especially for those who are not technical."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"The integration with other applications can use improvement because, for example, it was nearly impossible to integrate SolarWinds Service Desk with monday.com because we had to get an add-on from Zapier."
"The only additional features I would like to see in the future, to make it closer to perfection, are intelligent features that are currently being developed on the cloud platform and not on the on-premise model."
"The primary concern so far is the integration part because of the APIs; this is the main area of concern."
 

Pricing and Cost Advice

"We were required to purchase licenses and bot runners, which determined the permissible run times for the bots."
"Its cost is good."
"The cost is anywhere between $10,000 and $100,000."
"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."
"On a yearly basis, our licensing costs are about $80,000. There are no additional costs beyond the standard licensing fees."
"We would like them to change the license model of charging per bot."
"While calculating the setup cost you should account for the server, virtual machines, product licenses, maintenance costs, and running costs."
"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."
"I price of JIRA Service Management is reasonable."
"The cost has recently increased. It might be around $20 to $25 per user license."
"Jira Service Management has affordable license fees. It's $12 a month per person."
"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."
"Licensing can become quite expensive."
"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
"It costs around $150 to $200 per user."
Information not available
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
902,894 professionals have used our research since 2012.
 

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%
Educational Organization
6%
Computer Software Company
6%
No data available
 

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
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...
What needs improvement with SolarWinds Service Desk?
The primary concern so far is the integration part because of the APIs; this is the main area of concern. Currently, ...
What is your primary use case for SolarWinds Service Desk?
SolarWinds Service Desk is used for ITSM and network monitoring purposes. The major use cases being utilized are from...
What advice do you have for others considering SolarWinds Service Desk?
I think the pricing of SolarWinds Hybrid Cloud Observability is now comparative and suited to our business model, whi...
 

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
Information Not Available
Find out what your peers are saying about JIRA Service Management vs. SolarWinds Service Desk and other solutions. Updated: June 2026.
902,894 professionals have used our research since 2012.