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JIRA Service Management vs Serviceaide ChangeGear 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
662
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)
Serviceaide ChangeGear
Average Rating
7.6
Reviews Sentiment
6.5
Number of Reviews
14
Ranking in other categories
Help Desk Software (28th), IT Service Management (ITSM) (28th)
 

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.
Umair Akhlaque - PeerSpot reviewer
Enterprise Solutions & Services Head at Duroob Technology
A fairly stable solution that’s highly mature, but has a poor user interface
The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

Quotes from Members

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

Pros

"Most of the features are valuable."
"An easy to deploy and learn automation tool that can save resources, effort and money."
"Business process automation has improved the efficiency and accuracy of processes and reduced manual efforts which can be utilized in value addition for the firm."
"The technical support has been good in my experience. However, you need to use the latest version to get the right level of support. If it is an end-of-life version, you might not get support from Automation Anywhere."
"Implementation of Automation Anywhere (AA) allows us to automate business processes and has brought productivity gains, error reduction, and speed of execution in multiple HR and Finance operations."
"We have a close relationship with our account manager and technical support. This relationship makes the difference."
"The feature we found to be the most valuable is the documentation automation as it allows us to focus on the actual important piece of building automation instead of tracking some of the repugnant documentation that goes along with building automation."
"We have almost 27 use cases in production and, as of now, we have saved almost eight FTEs per annum."
"I think one of the most valuable things is that it's all integrated."
"I think that one of the most valuable features is when I am typing in my question for a ticket JIRA does a search for the answer at the same time."
"I think that people should really go for it because of its ease of use."
"It is one of the best tools in the market right now."
"The customer portal with connection with our knowledge base has been most valuable."
"If you are a software development company you need to use JIRA because it aligns with project management."
"JIRA Service Management provides real-time updates to all the stakeholders, and offers the opportunity to create customized communication and track services, enabling more precise real-time changes and a customized version."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"The ability to add Additional Information Screens on the fly."
"The most valuable feature is the ability to easily create service catalogues for our customers, something that we didn't have previously with the other tool we were using, which was SDM."
"CA Technologies support is excellent."
"It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7."
"The most valuable features for me are scalable architecture, customization potential where the UI, background, and data movement allow you to tailor to the nitty gritty details of what you might need in your environment, and advanced workflow management."
"Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems."
"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."
 

Cons

"I would like to have a cloud-based version with support."
"On the user side, we have seen issues with user training."
"They often provide good solutions, but sometimes they are unable to resolve issues, requiring users to find solutions independently, which can be time-consuming."
"It may sound a little funny or weird, but one thing that we are thinking is we have to go to various websites and pick up relevant data from various websites using the bot."
"It would be great if they could do more third-party Salesforce integrations into the RPA side, which would be helpful."
"The product needs improvements in dealing with remote servers and providing more APIs that will be used with other systems."
"Automation Anywhere can improve the product in potential areas of improvement with respect to automation and AI."
"The Recorder action in the A2019 Community edition is not supported."
"The product does not allow customization of reports."
"The documentation needs improving, it's difficult to find specific procedures."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."
"Jira has different modules that can develop workflow for demand management and project management, but the solution is no out of the box and would require lots of customization."
"They need to work on the speed of Jira."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"Few probes need improvement in their function and the way they get deployed for monitoring."
"Usability for IT analysts could be improved."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"We had a lot of issues with non-Windows servers during implementation."
"I would love to see better two-factor authentication as that would really help us and make a big difference."
"I think they could update some of the interface. It doesn't look as pretty as some of the other ones."
"This is not appropriate for a small or even a medium-sized business. Too much overhead for a small company."
"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."
 

Pricing and Cost Advice

"The product starts at $10,000 and then it's up to you regarding how much you can consume."
"We're on a license package with Automation Anywhere (AA), paid yearly. What would be better is for them to have different packages for different types of organization."
"They have a ridiculously expensive bot licensing structure, especially for the Asian region."
"We have seen ROI on one of the process, but not on the other processes yet."
"The cloud-based version comes at an increased cost, although our clients are happy with the new features and have not complained about the pricing."
"I am not responsible for the pricing part, but I know the pricing is competitive compared to other tools."
"The Community Edition is a good offering from the company."
"If you are looking into Automation Anywhere, get the Community Edition and play with it."
"The price of the solution is becoming expensive and it should be reduced."
"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."
"I price of JIRA Service Management is reasonable."
"The cost has recently increased. It might be around $20 to $25 per user license."
"The price of JIRA Service Management could be reduced."
"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."
"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."
"We have an annual license with JIRA Service Management, but it is billed monthly."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Construction Company
11%
Manufacturing Company
11%
Outsourcing Company
10%
Financial Services Firm
14%
Manufacturing Company
9%
Outsourcing Company
7%
Educational Organization
7%
Construction Company
22%
Comms Service Provider
9%
Outsourcing Company
9%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise81
Large Enterprise558
By reviewers
Company SizeCount
Small Business30
Midsize Enterprise25
Large Enterprise34
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise1
Large Enterprise11
 

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
Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear
 

Interactive Demo

Demo not available
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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
Oakwood Systems Group
Find out what your peers are saying about JIRA Service Management vs. Serviceaide ChangeGear and other solutions. Updated: August 2026.
909,099 professionals have used our research since 2012.