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JIRA Service Management vs Samanage 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
661
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 (2nd), 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)
Samanage
Average Rating
7.6
Reviews Sentiment
6.8
Number of Reviews
3
Ranking in other categories
Help Desk Software (25th), IT Asset Management (18th), IT Service Management (ITSM) (25th), License Management (8th)
 

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.
MC
Consult at a manufacturing company with 10,001+ employees
Detects incidents quickly, improves our SLA performance and solves issues faster
We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate our workflows with the incident management, so we use it to manage our work better. We'd like to implement the service request feature. Right now, we just record everything as incidents. Some activities can take a long time, maybe one or two weeks. This makes it hard to maintain a good SLA, even if we work hard. So, response speed and workflow improvements.

Quotes from Members

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

Pros

"Its ability to integrate with other solutions is awesome."
"The scalability of this solution is good compared to others."
"Automation Anywhere is very easy to use; it's a low-code platform that a person who doesn't have any technical knowledge can use."
"Our clients are always happy with the product and its performance."
"I have enjoyed using all the features of this tool, not just one feature, e.g., object cloning, Excel automation, and the web recorder."
"Automation Anywhere uses a single dashboard that you can access anywhere, and it also provides more insights versus other products, which is an advantage of using Automation Anywhere."
"The most valuable feature of Automation Anywhere is the automation that frees up time for our employees to engage with customers."
"Because it reduced the time duration of our processes, our costs went down."
"One of the main advantages of JIRA is that it can be customized for our solutions."
"The dashboards are nicely laid out."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"It's easy to set up the solution."
"Apart from ticket management and workflow, the Kanban board is one of the helpful tools in Jira."
"Automation capabilities allow for automatic ticket creation using monitoring tools."
"With JIRA Service Management, tracking requests is better, because users contact us through tickets, and we are also able to ask for feedback from the users more easily, for example, if our service was good, or if they have any issues with the solution."
"This solution has helped us a great deal in project management tracking and forecasting."
"Samanage has not only taken over asset and inventory management, but it also has the ability to function across departments, making it easy for end users to submit help desk tickets for IT, HR, and Finance."
"I would recommend Samanage from the IT support perspective because it's a great ticketing system and the only downside is the site shutdowns and the messy nature of the UI and UX."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"The solution has a great filtering feature."
 

Cons

"I think the pricing model should be more flexible."
"When we are moving from one version to another version, it's very difficult because most of the features stop working. They should first test everything and then release the new version. For example, there's a system variable known as the Excel Cell Row.... When going from version 11.1 to 11.3, this variable was suddenly not supported, and most of our bots were dependent on that. Everything went down..."
"The REST API could be improved."
"I would like to have the ability to schedule bots by whichever one is available."
"Automation Anywhere has a lot of room for improvement. It is not customer-friendly."
"The architecture and pro-code support for pro-code agents are areas that could use improvement, which they don't have currently."
"If there were one thing I could ask for it would be a text-based language. Right now it's proprietary, so you always have to go through the tool, even for things like basic compares."
"Automation Anywhere is a fantastic platform, but I rate it nine because I see one scope of improvement."
"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 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."
"The licensing model could be improved."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"​SaaS version for large organizations (more than 2000 users) is not available."
"An AI feature that enables automation and alerts for users can be an improvement."
"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."
"For us, one of the weaknesses of Service Desk is that we can not check every issue in the queue raised for one product."
"The setting up process is not quite easy. It's quite difficult."
"The system shuts down about once a month which is frustrating."
"We've had some problems with the system shutting down about once a month. It sometimes takes five or 10 minutes to start working again but it can also take hours."
"There are definitely areas for improvement, but so far, so good."
 

Pricing and Cost Advice

"I think the solution's pricing is reasonable."
"They give us a good deal on the licensing because we bundle and customize things. If you ask to get a bulk business deal, you will receive more benefit. If you take other products from the suite, like IQ Bot, you can also receive a deal on the licensing."
"The cost of Automation Anywhere is high in Turkey due to the weak economy."
"Automation Anywhere University is pretty good. They make it available free for everyone."
"Automation Anywhere offers a subscription-based licensing model for cloud, on-premises, and hybrid deployments."
"There is a free trial so that they can get an overview, and there are different licenses that are very affordable and can suit every business model."
"We would like to use Citrix going forward. We use Bot Runners to scale up, and it gets to be expensive. Using Citrix, it can mitigate costs."
"If you look at the capital expenditure, Automation Anywhere is number two to UiPath. But if you take a long-term view, on a scalable model of a large number of bots coming out, it slowly goes on to become the costliest tool. There is something they can do about that. The capital expenditure goes out right at the point of buying the tool. For Automation Anywhere, I would need to spend $20,000. UiPath can give me something for $6,000, while Blue Prism will come in at $300,000."
"We have paid $20,000 recently for a one-year license for our on-prem server."
"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."
"The pricing is very competitive and I think that it is okay."
"It costs around $150 to $200 per user."
"It is one of the premium products on the market, but it is very costly, especially in the Indian market."
"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."
"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."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"It is expensive."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
10%
Manufacturing Company
10%
Financial Services Firm
14%
Outsourcing Company
10%
Manufacturing Company
8%
Comms Service Provider
7%
Construction Company
17%
Comms Service Provider
12%
Manufacturing Company
10%
Financial Services Firm
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise82
Large Enterprise560
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...
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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
SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator
Find out what your peers are saying about JIRA Service Management vs. Samanage and other solutions. Updated: September 2026.
914,262 professionals have used our research since 2012.