Agiloft ITSM ITIL Service Desk Suite vs JIRA Service Management comparison

Agiloft and Atlassian are both solutions in the IT Service Management (ITSM) category. Agiloft is ranked #39, while Atlassian is ranked #2 with an average rating of 8.2. Additionally, 80% of Agiloft users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.

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Executive SummaryUpdated on Apr 5, 2026

JIRA Service Management and Agiloft ITSM ITIL Service Desk Suite are both leading products in IT service management. JIRA is slightly favored due to its seamless integration with Atlassian tools and user-friendly interface, while Agiloft is chosen for environments needing extensive customization.

Features: JIRA facilitates enhanced collaboration with its project management capabilities, integrates effortlessly with the Atlassian ecosystem, and promotes streamlined workflows. Agiloft offers comprehensive customizability, adapts to complex environments, and provides a robust feature set for tailored solutions.

Ease of Deployment and Customer Service: JIRA offers a straightforward deployment process with strong integration support, reducing time-to-value. Agiloft requires a more involved setup due to configurability but compensates with personalized customer support during deployment.

Pricing and ROI: JIRA's tiered pricing model makes it accessible for small to medium enterprises with varying team sizes, offering rapid implementation. While Agiloft may have a higher initial setup cost, it provides significant ROI for organizations needing customized solutions.

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: June 2026).

Buyer's Guide

IT Service Management (ITSM)

June 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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it_user536637

Lead IT Manager at a tech services company with 10,001+ employees

We use it for handling requests. It has reduced the IT staff required.

Handling requests - Technical service requests: hardware, software not working - Account requests: new/modify account requests to various systems - Software requests: of all types from our staff - IT related assets: hardware controlled by IT - All types of technical abuse complaints: ie copyright - Surveys about the follow-through of the staff to requests entered in the system

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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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Quotes from Members

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

Pros

"The tool is now more stable, with more opportunities and new commands, like recording for the UI or advanced Excel features."

"The recorders are highly beneficial when automating web scraping or web automation tasks."

"Before the automation, it used to take about two to three hours, now, with automation, it takes about 40 minutes."

"It has absolutely been worth it for us and has provided us with good value."

"Non-developers can use the tool to create bots. Also, it is very easy for developers to use."

"We valued the ease of use, when we were thinking about scaling out to the business. The recording feature, while not a developer tool - it is a tool for a business user who may not possess the thought process of a developer - we valued that in our evaluation."

"We have already seen ROI, and we are already clocking in around 7000 hours of savings per month in terms of productivity."

"The scalability is good."

More Automation Anywhere pros

"We were able to reduce the IT staff from 4 to 1.5 FTE, to handle the 2500/monthly requests."

"I can see that JIRA avoids chaos and makes the whole company work more efficient as all feature requests and internal/external requests are all visible in the JIRA tickets and the Confluence wiki system."

"We previously used ITAM, BMC Remedy and some other tools, and JIRA Service Management is comparatively better."

"The platform is easy to use."

"I think the general consensus is that Service Management is a good organizational and solid product."

"Jira gets the basics right in terms of the Product Backlog and a Scrum Board that Scrum Teams can use to manage Sprint Backlogs."

"JIRA is an excellent tool that can cater to multiple needs and purposes, and the fact that we can use it for multiple tasks alone makes it scalable and very good at what it does."

"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."

"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."

More JIRA Service Management pros

Cons

"We would like to see more capability for integration and more customization available with some features."

"We had had issues with scalability. Recently, we had a use case which we were working on, but we could not do it because Automation Anywhere could not connect to the system."

"What we currently have with Fortress IQ needs to mature more, and I say this since people spend weeks creating PDDs documentation."

"I feel the cost of licensing is very high for the A2019 version."

"The feature, which might be interesting for companies that don't already have an identity management system, was a bit tricky because I would have preferred the system to directly rely on our corporate identity and access management system to manage the bot's credentials."

"The mobile application can be improved by adding more functions and capabilities because right now, only a few features are enabled for mobile users."

"Automation Anywhere could add more tools to track the processes and ROI, so we can get a better understanding of the cost savings and compliance. We heavily track those metrics and make them available to the leadership for review."

"Our current version needs drag and drop, but that should be in the next release."

More Automation Anywhere cons

"The GUI looks a little dated."

"Integration could be improved."

"We have to worry about how they are increasing their price. Atlassian will increase the price by 5% for most of the tools. It's getting expensive."

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

"The deployment can be a bit complex, especially for those who are not technical."

"An AI feature that enables automation and alerts for users can be an improvement."

"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."

"While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I also received support from JIRA support, making it a positive experience."

"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."

More JIRA Service Management cons

Pricing and Cost Advice

"The licensing cost could be improved. It costs a lot. At the very least, the developer licenses and the control panels should be made free to enterprises, and the production environment licensed."

"Because it reduced the time duration of our processes, our costs went down."

"Licensing for Automation Anywhere (AA) is paid on a yearly basis. Out of all the RPA tools, it has the most value for money, e.g. what you pay is what you get."

"Overall, the pricing of Automation Anywhere is good."

"We are interested in saving manual engineer man-hours. So far, we have saved $100,000."

"It's the best RPA tool, but the pricing could be improved."

"It saves me around $100,000 a year."

"Automation Anywhere is affordable."

More Automation Anywhere pricing and cost advice

Information not available

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

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

"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."

"The pricing is very competitive and I think that it is okay."

"It costs around $150 to $200 per user."

"We have an annual license with JIRA Service Management, but it is billed monthly."

"We have paid $20,000 recently for a one-year license for our on-prem server."

"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."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

No data available

Financial Services Firm

15%

Manufacturing Company

Computer Software Company

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

No data available

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

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...

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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.

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Earn 20 points

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

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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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Comparisons

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Compared 53% of the time

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Compared 17% of the time

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Compared 10% of the time

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Compared 7% of the time

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Compared 12% of the time

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Compared 6% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

June 2026

Agiloft ITSM ITIL Service Desk Suite report

Download Agiloft ITSM ITIL Service Desk Suite product report

Buyer's Guide

JIRA Service Management

June 2026

Download JIRA Service Management product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Agiloft ITSM/ITIL Service Desk Suite, Agiloft IT Service Management

JIRA Service Desk, Atlassian Jira Service Management

Interactive Demo

Automation Anywhere

Demo not available

Agiloft

Demo not available

Atlassian

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

Agiloft ITSM ITIL Service Desk Suite is a comprehensive tool designed to enhance IT service management through a structured framework that supports ITIL best practices, offering a highly configurable platform for diverse IT needs.

Agiloft ITSM ITIL Service Desk Suite provides a holistic approach to IT service management by integrating ITIL processes with robust service desk capabilities. It focuses on automation and workflow customization to streamline processes and improve efficiency. Users can expect enhanced support through features that facilitate incident management, change management, and problem resolution, along with customizable metrics and reporting tools. The suite aims to optimize IT resources and reduce costs by providing scalable solutions that adapt to dynamic business environments.

What key features does Agiloft ITSM ITIL Service Desk Suite offer?

Incident Management: Efficient tracking and resolution of incidents to minimize downtime.
Change Management: Structured process to manage IT changes with minimal disruption.
Customizable Workflows: Tailor workflows to fit specific business processes.
Service Catalog: Comprehensive overview of available IT services for quick access.
Reporting & Analytics: Advanced tools for performance measurement and decision-making.

What are the expected benefits or ROI from using Agiloft ITSM ITIL Service Desk Suite?

Cost Efficiency: Reduces operational costs through streamlined processes.
Scalability: Easily adapts to evolving business demands.
Improved Productivity: Automates routine tasks, freeing up IT staff for strategic initiatives.
Enhanced User Satisfaction: Faster resolution times lead to greater satisfaction.
Compliance Support: Aligns with ITIL standards for better regulatory compliance.

Agiloft ITSM ITIL Service Desk Suite is widely implemented across industries like healthcare, finance, and manufacturing, addressing industry-specific challenges. Its adaptability and compliance with ITIL standards make it a valuable asset for organizations seeking to improve IT service delivery while ensuring compliance and efficient resource utilization.

Agiloft

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

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Affinity Development Group, ArcaTech Systems, Carestream Health, CareView Communications, Chester County, Chevron Corporation, Conde Nast, CSF International, DCG Systems, East Virginia Medical School, EMC, Hopkins County Board of Education, Hot Topic Media, Lattice Semiconductor, Lexnet Consulting Group

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

Buyer's Guide

IT Service Management (ITSM)

June 2026

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