Infraon Desk vs JIRA Service Management comparison

EverestIMS and Atlassian are both solutions in the IT Service Management (ITSM) category. EverestIMS is ranked #30, while Atlassian is ranked #2 with an average rating of 8.1. Additionally, 100% of EverestIMS 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 Infraon Desk compete in IT service management. JIRA Service Management is ideal for larger organizations with its scalability and extensive integrations, whereas Infraon Desk offers simplicity and efficient support, making it suitable for smaller businesses.

Features: JIRA Service Management offers advanced automation, detailed analytics, and extensive integration capabilities, making it ideal for complex projects. Infraon Desk provides an intuitive platform, efficient ticket handling, and a simplified interface, catering to organizations with less complex needs.

Ease of Deployment and Customer Service: JIRA Service Management supports both cloud-based and on-premises deployment, allowing seamless scaling, but its customer service can have longer response times. Infraon Desk is primarily cloud-based with quick installation and responsive customer service, beneficial for fast-paced environments.

Pricing and ROI: JIRA Service Management's pricing is substantial, aligning with its capabilities, offering high ROI when fully utilized. Infraon Desk is more affordable with lower setup costs, ensuring budget-constrained businesses can effectively manage services, providing considerable ROI for cost-efficient small enterprises.

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

Buyer's Guide

Infraon Desk vs. JIRA Service Management

June 2026

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Helped 903,182 peers since 2012

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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reviewer1621719

IT Service Delivery at a tech services company with 1,001-5,000 employees

Customizable, easy to manage using a single dashboard, but the features in my version are quite basic

Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me. The customization took longer than I expected to complete, although it may be the team that I was interacting with. They might not have had enough manpower in place. If enough resources are available then the customization is easy. All of the information that I need for monitoring the entire platform is available on a single dashboard. This is very helpful with respect to managing. The multi-channel ticketing options that this solution provides are very important to us because it's all about how we engage with our customers and what options we offer for them to communicate with us. Nowadays, there are many collaborative platforms and many methods for ticket logging. Every system of this type should be flexible enough to provide a mobile app, at least for Android and iOS, and not be confined to using Windows alone. Similarly, self-service portals as well as integration with Slack, as this product has, are important options that many people use.

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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

"We have some bots which are saving a week or month of multiple employees' times."

"There are quite a few very strong features available to users."

"My clients have seen ROI, as what would take them two to three days in work is now taking them two to three hours."

"The tool feature I found the most valuable is Metabot, as we can include the DLLs that are proprietary written code in .NET or other technologies."

"My experience with Automation Anywhere is quite good because we can automate the whole end-to-end process with no human intervention, and we are able to focus on higher-value activities rather than working on the same repetitive tasks, which is quite important and gives the highest impact to the business as well."

"With the help of Bot, it has increased the productivity of the current process and we do not need to spend more time on error resolution and rectification."

"The ease of use of the application is very smooth for us, and coming from a finance and business background, I did not have any challenges using the application."

"This is a great platform, and we are implementing the logic into the bots that they are using to automate."

More Automation Anywhere pros

"It is meeting our requirements and we are very happy and satisfied with the services of Infraon Desk."

"There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail."

"Infraon Desk was the best choice for my budget, considering the features and customization that I wanted."

"Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."

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

"The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."

"JIRA Service Management impacts my organization positively because it is easy to use, and everyone is happy to use it."

"On a cost-basis, the product offering is very good."

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

"The stability of JIRA Service Management is good."

"If you are a software development company you need to use JIRA because it aligns with project management."

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

More JIRA Service Management pros

Cons

"Sometimes, the files are getting corrupted and this causes us a lot of trouble."

"Companies need to better justify the ROI before usage - otherwise, they might spend money on things unnecessarily."

"In Mexico, where our company is based, we face issues regarding obtaining new licenses, as this has to be done through a third-party company."

"My experience has been that if the person who codes the bot is not very well-trained, then they might create unstable bots. So, it's not the platform. It is just how somebody has coded the bots which can bring lot of instability to them. I recommend that when you are using a coder that the person well-trained and have a good amount of experience already working on bots. They shouldn't be newbie or beginner who comes in to code because that will impact the quality of the code itself."

"I believe there is room for improvement in Automation Anywhere, particularly in their training programs, which need more development."

"I suggest having more ways to perform string manipulations and string operations, instead of just what is pre-defined in the V11 tool."

"The AI is very important, and they are starting to use AI. They could continue to develop it out."

"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."

More Automation Anywhere cons

"The version that I am using is very basic and I wouldn't say that it has extraordinary services capabilities that I've never seen before."

"The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved."

"Better connectivity and integration with more collaborative platforms would be helpful."

"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."

"You can use different plug-ins for JIRA Service Desk to add some functionality, but these plug-ins are very expensive."

"Lacks an interface where the customer can report issues."

"Its UI is a bit overwhelming for new users."

"The solution should be more formalized. It could be more user-friendly."

"While I really like Scriptrunner, there are behaviors we don't have in the cloud."

"The pricing could be better."

"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."

More JIRA Service Management cons

Pricing and Cost Advice

"I have heard that Automation Anywhere is expensive."

"If I compare it with Blue Prism, Automation Anywhere is cheaper. Blue Prism is very costly. Automation Anywhere's pricing follows the market, not less and not more."

"The cost for scalability is much cheaper than developing a new system."

"We brought onshore a lot of what we were doing offshore, saving our company close to $20 million."

"Including the AWS setup and everything per license, it costs us around $10,000 on an annual basis. I believe that is pretty reasonable considering the teams that we have."

"I advise others that even as of right now, the setup cost and licensing cost to automate bots on Automation Anywhere is steep but it is worth the investment!"

"It's an ideal pricing model to customize the components based on everyone's needs."

"Price is where I'm least satisfied. Other vendors are more willing to offer discounts."

More Automation Anywhere pricing and cost advice

"The price of this solution is reasonable and it was well within my budget."

"The pricing model is very competitive."

"The price of the solution is becoming expensive and it should be reduced."

"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."

"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."

"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."

"It is one of the premium products on the market, but it is very costly, especially in the Indian market."

"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."

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

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

16%

Construction Company

11%

Manufacturing Company

11%

Computer Software Company

No data available

Financial Services Firm

15%

Manufacturing Company

Educational Organization

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	83
Large Enterprise	551

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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Ask a question

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

UiPath Platform vs Automation Anywhere

Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

Celonis vs Automation Anywhere

Compared 2% of the time

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Motadata ServiceOps vs Infraon Desk

Compared 19% of the time

SCSM vs Infraon Desk

Compared 14% of the time

SymphonyAI IT Service Management vs Infraon Desk

Compared 9% of the time

ServiceNow vs Infraon Desk

Compared 8% of the time

Clarity SM vs Infraon Desk

Compared 6% of the time

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ServiceNow vs JIRA Service Management

Compared 12% of the time

Zendesk vs JIRA Service Management

Compared 7% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 6% of the time

Freshservice vs JIRA Service Management

Compared 5% of the time

Atera vs JIRA Service Management

Compared 4% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

July 2026

Download Automation Anywhere product report

Buyer's Guide

Help Desk Software

July 2026

Download Infraon Desk 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)

Everest Service Manager

JIRA Service Desk, Atlassian Jira Service Management

Interactive Demo

Automation Anywhere

Demo not available

EverestIMS

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

Infraon Desk presents a robust IT service management system designed to optimize business processes through a comprehensive set of features tailored to meet modern IT service demands.

Infraon Desk delivers an advanced ITSM platform that aims to improve IT service management efficiency through automated workflows, customization options, and intuitive design. It helps organizations in managing IT assets and streamlining processes with minimal manual intervention. With capabilities like incident management, change management, and asset tracking, it supports organizations in maintaining a high level of operational efficiency.

What are the key features of Infraon Desk?

Incident Management: Quickly address and resolve incidents to minimize downtime.
Change Management: Control IT changes with structured processes.
Asset Tracking: Efficiently manage IT assets throughout their lifecycle.
Automation: Automate repetitive tasks to save time and reduce errors.
Custom Reporting: Generate reports to gain insights into IT operations.

What benefits should you look for?

Cost Efficiency: Reduce IT operational costs with streamlined processes.
Enhanced Productivity: Boost team productivity through automation and process optimization.
Improved SLA Performance: Maintain higher service levels with effective incident and problem management.
Scalability: Easily scale IT services to accommodate business growth.

Infraon Desk serves industries such as healthcare, finance, and manufacturing, where reliable IT service management is crucial. Its flexible deployment options and adaptability make it a suitable choice across different industry domains, ensuring tailored solutions that align with specific industry requirements.

EverestIMS

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

Airtel, BSNL, Cloudnine, D-Vois, Geojit, Indian telco

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

Buyer's Guide

Infraon Desk vs. JIRA Service Management

June 2026

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