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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
641
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 (1st), 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

"We have automated a few processes, which take four to five hours to do manually, and when we automated these processes that time became less than one hour with RPA."
"With its user-friendly user interface, our developers are able to quickly pick it up."
"The solution has helped us increase productivity."
"What I appreciate most about Automation Anywhere is its user interface, which is very friendly and simple when compared to UiPath and Power Automate, featuring drag-and-drop capabilities, control rooms for both cloud and on-premises, and the ability for business users to run bots with just half an hour of training."
"AA helped us to reduce the processing time of requests almost instantly."
"Automation Anywhere has saved us a lot of time."
"Its integration with source control is very refreshing. There could be a little bit more maturity around how to do some of the features, but not having to go outside the app, not having a separate set of procedures, allows you to check in and check out right from within the app. You can make edits and uploads and undo your checkouts."
"What Automation Anywhere has done is free up more time for our staff, and they're able to handle exceptions in our processes instead of having to do the mundane, repetitive tasks they were doing previously."
"This solution has helped us a great deal in project management tracking and forecasting."
"The Jira interface is very good."
"The price of Jira is very good."
"JIRA Service Management is a very user-friendly solution."
"It's easy to set up the solution."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"Confluence is a great tool for documentation and tracking."
"On a cost-basis, the product offering is very good."
"Improved the effectiveness of my Service Desk Team and improved the SLA timing."
"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."
"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."
"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."
"This is really easy solution to scale up and get get going to add new catalog items."
"The support is pretty good, the follow up is great; it is 24 hours, so that’s been useful, and it has a good escalation path, which is essential."
"The ability to add Additional Information Screens on the fly."
"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
 

Cons

"Automation Anywhere has a persistent click-related issue that can make automation difficult, particularly in unattended environments."
"I could personally use automated testing, which we currently do not have in Automation Anywhere."
"I would like more with OCR and data capture. We are partnering with IBM to help bridge this gap, but Automation Anywhere should continue to expand on their product line and provide these capabilities, as well."
"My main issue with Automation Anywhere might be the logging of bots and getting more detailed feedback of what my bot is doing, step by step. It is hard to track fine-tuning in larger codes."
"MetaBots and Control Room may have some room for improvement."
"Citrix is only in the development stage. Automation Anywhere could put some time into improving this more."
"It has been challenging integrating Automation Anywhere with other solutions, due to all of the controls, as we are a bank."
"We've had some technical difficulties connecting, but that's more on our environment and how we have the machines and everything set up. It's not specific to Automation Anywhere. However, it's pricier than some of the other tools."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"Some of the areas that could be improved are with the customizations."
"An improvement they could add is a better management dashboard."
"Generally requires the purchase of additional plugins."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"With Jira, we were unable to implement time-based automation in its ticketing system."
"It would be beneficial if we could turn comments into subtasks or other JIRA tickets directly."
"There could be more optimization, and the pricing could be better too."
"Usability for IT analysts could be improved."
"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."
"This is not appropriate for a small or even a medium-sized business. Too much overhead for a small company."
"I would love to see better two-factor authentication as that would really help us and make a big difference."
"Importing data with relations is difficult and could be better."
"It loses points because it’s not GUI enough, too code-y."
"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."
"Flexibility to customize."
 

Pricing and Cost Advice

"As far as costs, it depends on your use. We started with a basic department pack, which is over 10K. The additional costs depend on the scale of the engagement and how it pans out. We customize to our needs on the go."
"There is an annual license to use the solution."
"The ROI is really good. We have saved time and money."
"Automation Anywhere's pricing is significantly higher than other RPA solutions."
"If we count the integrations that we have done with Appian, which is where a lot of our savings is from, we are well over a million dollars in savings. This is from only doing development for about a year and a half."
"Our pricing a year ago was $600 per license."
"It is not cheap, but we are able to get an ROI."
"We brought onshore a lot of what we were doing offshore, saving our company close to $20 million."
"The pricing is free for us because we are an associate partner for the product."
"JIRA Service Management's pricing is pretty decent compared to competitors. I rate the pricing an eight to nine on a scale of one to ten."
"It is a cheaply priced product."
"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."
"The pricing is very competitive and I think that it is okay."
"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
"We have paid $20,000 recently for a one-year license for our on-prem server."
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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%
Computer Software Company
6%
Educational Organization
6%
Construction Company
18%
Comms Service Provider
9%
Financial Services Firm
8%
Religious Institution
6%
 

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
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
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
Oakwood Systems Group
Find out what your peers are saying about JIRA Service Management vs. Serviceaide ChangeGear and other solutions. Updated: June 2026.
902,417 professionals have used our research since 2012.