JIRA Service Management vs SolarWinds Service Desk comparison

Why PeerSpot?

Atlassian and SolarWinds are both solutions in the IT Service Management (ITSM) category. Atlassian is ranked #2 with an average rating of 8.1, while SolarWinds is ranked #14 with an average rating of 9.0. Additionally, 93% of Atlassian users are willing to recommend the solution, compared to 100% of SolarWinds users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Apr 5, 2026

JIRA Service Management and SolarWinds Service Desk compete in the IT service management category. SolarWinds appears to have an advantage due to its extensive feature set and strong return on investment.

Features: JIRA Service Management offers strong integration capabilities, customizable workflows, and is well-suited for teams using the Atlassian suite. SolarWinds Service Desk provides an expansive feature set with automation tools, asset management, and robust built-in functionalities that minimize the need for third-party integrations.

Ease of Deployment and Customer Service: JIRA Service Management facilitates easy integration within Atlassian environments, easing deployment for existing users. SolarWinds Service Desk offers straightforward deployment with comprehensive onboarding and support resources, making it appealing to organizations seeking thorough service and responsiveness.

Pricing and ROI: JIRA Service Management offers competitive pricing, especially for existing Atlassian customers, with potential additional costs for extras. SolarWinds Service Desk is considered to provide strong ROI due to its comprehensive features included in standard pricing, reducing the need for additional purchases. Decision factors include initial setup costs versus built-in capabilities and long-term value.

To learn more, read our detailed JIRA Service Management vs. SolarWinds Service Desk Report (Updated: September 2026).

Buyer's Guide

JIRA Service Management vs. SolarWinds Service Desk

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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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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Vaibhav Patkar

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.

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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 has improved the efficiency and reliability of the data in the systems."

"In my case in particular, I come from a business background, not an IT background. So, it sort of speaks for itself that I was able to pickup its functionality and how it works. In the space of two years time, I've gone from a junior developer to a senior specialist. So, it really speaks for itself in terms of being user-friendly."

"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."

"AI governance is very important in my company, and we are implementing it now."

"Automation Anywhere has a drag-and-drop feature eliminating the need for extensive coding."

"Since it can be utilized 24/7, the ROI is pretty high with minimal efforts and resources by using unattended automation."

"A cloud deployment typically takes no more than one business day."

"I would rate Automation Anywhere a perfect ten out of ten, considering it is significantly better than what we had before."

More Automation Anywhere pros

"Using JIRA simplifies tracking issues and updates."

"The platform is easy to use."

"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."

"What I really like about this solution, is how it manages the queues, the tickets and the routing."

"JIRA Service Management provides comprehensive data management, different views with customizable dashboards, a detailed level of customization from items to workflows to roles and teams, and very flexible integration through the Atlassian marketplace plugins."

"Overall, it's the best option on the market, after looking at other products."

"One of the main advantages of JIRA is that it can be customized for our solutions."

"The visibility features are great."

More JIRA Service Management pros

"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."

"The solution is very stable."

"SolarWinds Service Desk is a recognized product across the world and a dependable product."

Cons

"OCR technology could be more inclusive by offering a wider range of supported languages, as its current selection is limited."

"They need to improve the real-time data and analytics."

"It could be improved in terms of the global analysis of all the issues caused by the dependency components. For example, if bots are running on virtual machines on Microsoft Windows 2019, sometimes an issue might come from the virtual machine. Automation Anywhere should work closely with Microsoft or any other editor with which there are some issues occurring and stopping the bots from running properly."

"We have a lot of use cases that depend on certain Java applets, and currently we're not able to leverage the Object Cloning that would speed up our automation designing. So we have to revert to more image recognition-type of designing, and it just takes a long time to get that bot built."

"One area where I think there's an opportunity to do things a lot better is in the analytics function. They do have a concept or product called Bot Insights. It hasn't worked for us. It isn't as plug and play as we were led to believe, which is unfortunate. I can absolutely understand the value, and the demonstrations that I've seen of Bot Insights are sensational. But, we just haven't been able to make it work. We've invested a lot of time and effort trying to make it work to no avail."

"I'd like to see the stabilization of Co-Pilot and integration with multiple products... In the future, I will require integration with SAP Oracle, Atlassian, and Service Now. The contact center vertical is important..."

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

"Automation Anywhere changed OCR features in A2019. My suggestion is to improve the OCR command scope and usability. We use OCR for PDF data extraction as we use in V. 11.x product."

More Automation Anywhere cons

"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."

"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."

"The licensing model could be improved. There needs to be a different licensing model for large numbers of employees, as it remains one of the main barriers to using JIRA Service Management across our entire company."

"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"

"At times you will need add-ons or additional software, so built-in features would be helpful."

"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."

"Integration could be improved."

"The platform should be more user-friendly. JIRA's user interface needs training to understand and utilize."

More JIRA Service Management cons

"The primary concern so far is the integration part because of the APIs; this is the main area of concern."

"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."

Pricing and Cost Advice

"If we count the integrations that we have done with Appian, which is where a lot of our savings is from, we are well over a million dollars in savings. This is from only doing development for about a year and a half."

"Our annual licensing costs are around $100,000 a year."

"The cost is anywhere between $10,000 and $100,000."

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

"Automation Anywhere's pricing is significantly higher than other RPA solutions."

"We have purchased licenses, but are trying to obtain more bot programmer licenses."

"I have heard that Automation Anywhere is expensive."

"It's very good in terms of cost and pricing."

More Automation Anywhere pricing and cost advice

"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."

"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."

"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."

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

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

"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."

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

"Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning."

More JIRA Service Management pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Manufacturing Company

11%

Comms Service Provider

10%

Financial Services Firm

14%

Outsourcing Company

10%

Manufacturing Company

Comms Service Provider

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	85
Large Enterprise	560

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	25
Large Enterprise	34

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...

See all answers

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.

See all answers

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

See all answers

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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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, ...

See all answers

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...

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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...

See all answers

Comparisons

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Appian vs Automation Anywhere

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Compared 5% of the time

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Compared 4% of the time

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Compared 23% of the time

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Compared 13% of the time

ServiceNow vs SolarWinds Service Desk

Compared 10% of the time

ManageEngine ServiceDesk Plus vs SolarWinds Service Desk

Compared 8% of the time

BMC Helix ITSM vs SolarWinds Service Desk

Compared 6% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

JIRA Service Management

September 2026

Download JIRA Service Management product report

Buyer's Guide

SolarWinds Service Desk

September 2026

Download SolarWinds Service Desk product report

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

Automation Anywhere

Demo not available

Atlassian

Demo not available

SolarWinds

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

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

SolarWinds Service Desk provides IT service management capabilities designed to streamline service delivery and enhance the efficiency of IT operations, catering to a knowledgeable audience looking for effective IT solutions.

It offers comprehensive functionality for IT service management. Utilizing automation and advanced analytics, it improves workflow management and incident resolution times. With cloud-based architecture, it ensures easy access and scalability. Features enable effective tracking, reporting, and management, making it a sought-after choice for IT teams seeking efficient service management.

What are the most important features of SolarWinds Service Desk?

Incident Management: Streamlines the resolution process to manage incidents efficiently.
Service Catalog: Allows customization of service offerings to meet specific requirements.
Automation: Automates routine tasks to boost operational productivity.
Change Management: Facilitates controlled change processes with risk assessment capabilities.
Asset Management: Provides detailed tracking and management of IT assets.

What benefits and ROI can users expect from SolarWinds Service Desk?

Reduced Downtime: Minimizes service interruptions, improving operational continuity.
Cost Efficiency: Lowers operational costs through optimized workflows and automation.
Scalability: Grows with business needs, supporting evolving requirements.
Enhanced Productivity: Increases team efficiency with a streamlined service management framework.
Improved Satisfaction: Boosts end-user satisfaction with prompt service delivery and resolution.

In industries such as healthcare and education, SolarWinds Service Desk is implemented to improve compliance and service quality. IT departments benefit from its flexible workflows that adhere to specific sector regulations. Customizable features cater to specific requirements, ensuring effective service management across different sectors.

SolarWinds

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

Buyer's Guide

JIRA Service Management vs. SolarWinds Service Desk

September 2026

Free Report: JIRA Service Management vs. SolarWinds Service Desk

Find out what your peers are saying about JIRA Service Management vs. SolarWinds Service Desk and other solutions. Updated: September 2026.

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