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JIRA Service Management vs Xurrent 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)
Xurrent
Average Rating
8.0
Reviews Sentiment
8.5
Number of Reviews
4
Ranking in other categories
IT Service Management (ITSM) (30th)
 

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.
Edward Carbutt - PeerSpot reviewer
Executive Director at Marval Software
Offers multi-tenancy architecture, both in terms of functionality and reporting, requires minimal configuration and no-code deployment
We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity. However, for most users, the product will do what they need. It's only when you have mature service management processes and need deeper integrations at the process level that you might encounter some limitations. But for less mature needs, 4me works well.

Quotes from Members

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

Pros

"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."
"From an organizational perspective, it has improved how we work and determine, "Is there a better way to do things?" and, "How can we challenge the status quo?" This builds a continuous improvement mindset throughout our organization."
"Be it a Windows application, a web application, or a legacy tool, Automation Anywhere is able to achieve automation on these technologies seamlessly."
"The AI Agent of Automation Anywhere is very powerful and very good, with accurate, reliable, and faster responses, and it is able to understand the context so that from the next time onwards it delivers exactly what I expect."
"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."
"AA has indirectly helped in re-engineering processes, which has made them more robust and efficient, and this has helped the business immensely."
"Just for this use case, we had around 300 tickets coming in every month. We went live last month and the tickets went down to around 80 as of August 20th. While it might touch around 100, over a period of around six months it will become zero because we have not removed all the legacy data. We are just doing it from the go date of when we went live. The target is that it will be zero after three months. So, it's working well."
"The most valuable feature of this solution is the automation of manual tasks, which save us time."
"Jira Service Management is flexible; it is easy to navigate without requiring extra learning, and the user experience has been good."
"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."
"The initial setup is pretty easy."
"The tool's stability is very good."
"Everyone knows how to use it, so there's no need to teach new members."
"​Allows customized processes for our service contracts."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"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 multi-tenancy architecture, both in terms of functionality and reporting, is the best feature. It is a really well-thought, designed, and developed part of this product."
"The solution is highly stable."
"When compared to BMC Helix ITSM, the 4me setup is much simpler and less complicated."
"It offers a comprehensive set of features without requiring additional payments for each feature."
"I like their request management as well as their project management."
 

Cons

"Version 11 is a bit heavy. At times, it takes a toll on the computing resources."
"I am currently on 11.3.4.2 and the analytics feature of AA, Bot Insights, needs improvement. It is not easy to implement. It is not intuitive for the developer as you have to mark variables for analytics."
"The Control room audit logs should be moved to an archive for those that are more than six months old."
"I believe Automation Anywhere can be improved by leading in the direction of seamless integration with the LLM models that are readily available today in the market."
"I am looking for artificial intelligence and machine learning. I hope that they introduce them in A2019."
"Automation Anywhere's stability could improve. It isn't completely stable, but it's getting better daily."
"They need to improve the REST Api documentation because it is not well detailed or clear enough for beginners, and they need to provide some out-of-the-box AI and ML functions such as image classification and object identification."
"IQ Bot has been changed and enhanced for Automation Anywhere, but the accuracy is still not optimal."
"​SaaS version for large organizations (more than 2000 users) is not available."
"We decided to move away from JIRA Service Management to Azure because we felt it wasn't properly organized."
"Service Management currently lacks an asset management module that can make deployment more difficult."
"In-built chat is missing in JIRA Service Management."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"Jira Service Management is expensive and not worth the money compared to monday.com."
"I think there are other IT ticketing tools that are better in terms of routing or workflows than Jira Service Desk."
"There is room for improvement in the user interface and the queues."
"One area where I believe there's room for improvement in the 4me system is the absence of an asset discovery tool."
"Asset Discovery is a feature that should be added."
"We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity."
"We would like to be able to customize and brand the solution, or at least the majority of its features and dashboards, particularly those that will be used by a large number of people."
 

Pricing and Cost Advice

"IQ Bots are very costly. It's not a sustainable bot for us as of now. We will look for better, alternate options for that."
"It's cheaper than other similar solutions."
"I do not know the price, but I am told that it is cheaper than UiPath."
"If we talk about the automation RPA. it definitely has worked very well for us. I'm talking about giving good savings, about more than 180 FTE savings, after implementing more than 200 plus bots. It has worked well. As an organization, it has supported us very well, and also for our customers."
"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."
"I am not responsible for the pricing part, but I know the pricing is competitive compared to other tools."
"Cost is the biggest area in need of improvement for Automation Anywhere. Annually it's $250,000. That's what deterred us right away."
"The solution is costly and the licensing is very confusing."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"I rate Service Management four out of 10 for affordability. The price could be better, especially for companies using more than one Atlassian product. It's suitable for SMBs that can afford it. I don't think there's another tool that's both better and cheaper. All help desk tools are relatively expensive."
"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."
"We need a license because we have a higher number than the free part."
"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."
"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
"Licensing can become quite expensive."
"We have an annual license with JIRA Service Management, but it is billed monthly."
"This pricing falls on the lower end of the spectrum, making it a cost-effective option."
"It is the most affordable because it is priced per month per user."
"The pricing is expensive."
"The licensing costs on the website are about $60 for pay-as-you-go. And then it decreases based on volume discounts or something."
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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%
Outsourcing Company
12%
Comms Service Provider
11%
Computer Software Company
9%
Construction Company
8%
 

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
4me
 

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
Information Not Available
Find out what your peers are saying about JIRA Service Management vs. Xurrent and other solutions. Updated: September 2026.
914,262 professionals have used our research since 2012.