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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
6.8
Number of Reviews
668
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)
Serviceaide ChangeGear
Average Rating
7.6
Reviews Sentiment
6.5
Number of Reviews
14
Ranking in other categories
Help Desk Software (25th), IT Service Management (ITSM) (23rd)
 

Featured Reviews

Nadeem K. - PeerSpot reviewer
Rpa Developer at a consultancy with 11-50 employees
Automation has freed teams from repetitive finance and supply tasks and supports global operations
In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.
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

"They've now included the code so we can add some additional code, and that's good."
"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."
"With the rebate processing automation that we did, it has provided us a savings of around an hour or two a person on a daily basis, which is quite a lot of savings."
"Document automation has notably reduced manual effort."
"The MetaBot is a very good feature that allows me to do things that were not available in earlier versions."
"Automation Anywhere has very strong game because it is always up for asking feedback."
"Automation Anywhere is a decent competitor and gives a better solution."
"From a technical perspective, developers can easily create bots and get things done with this tool."
"I think the general consensus is that Service Management is a good organizational and solid product."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"My advice to users is that JIRA Service Management is a good project management tool to handle projects respectively and efficiently."
"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."
"The most valuable feature of Jira is that it is free of cost, which is a significant advantage."
"Jira Service Management is flexible; it is easy to navigate without requiring extra learning, and the user experience has been good."
"One of the main advantages of JIRA is that it can be customized for our solutions."
"Using the self-service functionalities we have been able to eliminate a lot of the support phone calls, and actually reduce a lot of our help desk staff."
"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."
"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
"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 the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."
"This is really easy solution to scale up and get get going to add new catalog items."
"The ability to add Additional Information Screens on the fly."
 

Cons

"The scheduling is a little difficult at times. Rather than setting up individual instances, it would be really nice if we had the ability to set repetitive jobs easily. Right now, if you want a job to run every 15 minutes, you have to schedule it a lot of times. I'd rather have the ability to just say 'run every 15 minutes.'"
"We have a challenge in our front office automation where capturing details from a table within a table does not happen in the existing AA Enterprise client version 11.3.4. The AA team tries various methods like using an Excel spreadsheet to capture the tables."
"MetaBot helps getting data from SAP, but we still have some cases where we cannot fetch data from SAP."
"The Recorder action in the A2019 Community edition is not supported."
"There is still a way to go for Automation Anywhere where we can see improvement."
"It would be helpful if we could start running a process from a particular step."
"This solution saves us time but there are some things that make it clumsy for the end-users."
"While using IQ Bot we found that data extraction accuracy is a bit weaker in semi-structured documents compared with structured documents. We would like to see improvement in the data extraction part of Automation Anywhere IQ Bot."
"An AI feature that enables automation and alerts for users can be an improvement."
"There is no notification regarding language upgrades."
"The product could be improved by integrating better with mobile numbers. For example, creating a WhatsApp platform would extend the solution and make it more useful."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."
"JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"Their service management application needs a lot of work."
"I think they could update some of the interface. It doesn't look as pretty as some of the other ones."
"Usability for IT analysts could be improved."
"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."
"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."
"I would love to see better two-factor authentication as that would really help us and make a big difference."
"Flexibility to customize."
 

Pricing and Cost Advice

"The licensing cost is approximately $4,000 USD, which is a seed license."
"It is not cheap, with costs ranging between 700 to 800 dollars per month. While Power Automate is cheaper at 15 dollars per month, Automation Anywhere offers superior features, user-friendliness, and smoothness."
"My only suggestion in terms of pricing is very generic and that is to consider that as much as RPA saves cost and does automation, please get a realistic estimation done on whether you are really achieving any ROI over your investment with RPA."
"The solution itself is free unless we want to add the support option but we have to pay for the bots we use."
"Pricing is too high for small-scale groups. The Control Room yearly fee is high, making it difficult to break even."
"We only deal in annual licenses. There are no pay-as-you-go licenses."
"It is not cheap, but we are able to get an ROI."
"Automation Anywhere is competitive... Pega is somewhat comparable, but Pega also requires a lot more infrastructure and a lot more experience to get up and running."
"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."
"The price of JIRA Service Management could be reduced."
"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
"Jira Service Management has affordable license fees. It's $12 a month per person."
"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
"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."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"The price of the solution is becoming expensive and it should be reduced."
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Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
Financial Services Firm
14%
Outsourcing Company
11%
Manufacturing Company
9%
Comms Service Provider
7%
Construction Company
20%
Comms Service Provider
12%
Outsourcing Company
10%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise566
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...
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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
Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear
 

Interactive Demo

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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: November 2026.
921,028 professionals have used our research since 2012.