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JIRA Service Management vs Xurrent 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
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)
Xurrent
Average Rating
8.0
Reviews Sentiment
8.5
Number of Reviews
4
Ranking in other categories
IT Service Management (ITSM) (31st)
 

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.
Edward Carbutt - PeerSpot reviewer
Executive Director at Marval Software
Offers multi-tenancy architecture, both in terms of functionality and reporting, requires minimal configuration and no-code deployment
We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity. However, for most users, the product will do what they need. It's only when you have mature service management processes and need deeper integrations at the process level that you might encounter some limitations. But for less mature needs, 4me works well.

Quotes from Members

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

Pros

"Our workforce has limited capacity, and by adding this solution we can increase the amount of work coming in without adding to our workforce."
"We are using all of the features and all are important and valuable but the automation and flexibility are the things which make the product work as a solution for us."
"In terms of development for our developers, it is very easy and quick to learn because Automation Anywhere has provided an online academy where developers can easily learn the features. It is very easy. If someone does not have a coding background, they can also learn from it very easily because it is just drag and drop and very interactive."
"We needed scalability and the ability to perform 10,000 or 1,000 or 200 tasks at any moment. No other software that we have had could provide such scalability and is built in a modular way."
"What I appreciate the most about Automation Anywhere is that the tool is very robust."
"Automation Anywhere has improved our company a lot, because we are currently trying to leverage automation in different departments to allow employees to work where more human intervention is needed."
"With Automation Anywhere, what used to take us two days now takes us twenty minutes."
"Support for Automation Anywhere is wonderful; I had an issue related to Chrome not working with the latest update, and they helped me extensively and even came on call to support me."
"This is the most complete and versatile enterprise task management product and issue tracker."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"The query language and the ability to create views of the data are very useful."
"JIRA can really scale perfectly for our needs."
"From where I sit, the cloud version is superior, mainly due to not having to manage the upkeep of Jira, which was quite frankly a pain, but that's just the nature of Jira."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."
"I think that people should really go for it because of its ease of use."
"When compared to BMC Helix ITSM, the 4me setup is much simpler and less complicated."
"The multi-tenancy architecture, both in terms of functionality and reporting, is the best feature. It is a really well-thought, designed, and developed part of this product."
"I like their request management as well as their project management."
"The solution is highly stable."
"It offers a comprehensive set of features without requiring additional payments for each feature."
 

Cons

"In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now."
"Bringing a DevOps model for bot implementation integrated through private bot store might be a good idea to improve the tool."
"My biggest suggestion would be to allow us to set up test and development licenses or environments that don't use unattended licenses needed for production."
"In the control room, the manual bot update should be looked at."
"What we currently have with Fortress IQ needs to mature more, and I say this since people spend weeks creating PDDs documentation."
"Though the courses in the certification's learning hub are great and awesome, there is some more space for adding more explained contents."
"It has been challenging integrating Automation Anywhere with other solutions, due to all of the controls, as we are a bank."
"There is a limitation with Automation Anywhere where if you want to build your own packages and deploy them, it is very difficult."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC."
"I haven't figured out how to find Jira's technical support. There are times when I would have been happy to have had Jira technical support and I could not figure out how to get ahold of them."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"There is room for improvement in support."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"JSM's ability to handle large volumes of emails isn't great."
"The product could improve its asset management."
"Jira Service Management is expensive and not worth the money compared to monday.com."
"Asset Discovery is a feature that should be added."
"We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity."
"We would like to be able to customize and brand the solution, or at least the majority of its features and dashboards, particularly those that will be used by a large number of people."
"One area where I believe there's room for improvement in the 4me system is the absence of an asset discovery tool."
 

Pricing and Cost Advice

"Automation Anywhere is affordable."
"Our annual licensing costs for the entire company are $100,000."
"Because it reduced the time duration of our processes, our costs went down."
"It has good licensing costs which are average for the market."
"I think the solution's pricing is reasonable."
"Price is where I'm least satisfied. Other vendors are more willing to offer discounts."
"It is expensive. I would rate Automation Anywhere an eight out of ten in terms of pricing."
"Subscription for Automation Anywhere (AA) is paid yearly."
"Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"The pricing is very competitive and I think that it is okay."
"I rate Service Management four out of 10 for affordability. The price could be better, especially for companies using more than one Atlassian product. It's suitable for SMBs that can afford it. I don't think there's another tool that's both better and cheaper. All help desk tools are relatively expensive."
"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
"Licensing can become quite expensive."
"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."
"It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."
"This pricing falls on the lower end of the spectrum, making it a cost-effective option."
"The pricing is expensive."
"It is the most affordable because it is priced per month per user."
"The licensing costs on the website are about $60 for pay-as-you-go. And then it decreases based on volume discounts or something."
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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%
Educational Organization
6%
Computer Software Company
6%
Outsourcing Company
11%
Computer Software Company
10%
Construction Company
8%
Retailer
8%
 

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...
Ask a question
Earn 20 points
 

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
4me
 

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. Xurrent and other solutions. Updated: June 2026.
902,894 professionals have used our research since 2012.