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HaloITSM vs JIRA Service Management 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
633
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)
HaloITSM
Average Rating
9.0
Reviews Sentiment
7.8
Number of Reviews
3
Ranking in other categories
IT Service Management (ITSM) (22nd)
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)
 

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.
Abhilash Sherkane - PeerSpot reviewer
Practitioner - Service Management at Peristent Systems
An affordable and scalable solution that provides an excellent UI and many out-of-the-box integration capabilities
The product’s UI is very good. The tool’s performance is very good. The overall performance of the tool and the navigation is fast. It is very responsive. It has a lot of out-of-the-box integration capabilities with some of the common tools that we want to integrate. If something is not available out of the box, creating or configuring a new integration on HaloITSM is easier compared to other tools.
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.

Quotes from Members

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

Pros

"This product has helped us a lot by improving and growing the business in different domains."
"I implemented AA in different environments, the AA installation is the smoothest compared to other RPA software installs."
"Sometimes the customer will not provide any data. Using Automation Anywhere, we can easily automate to capture the customer data. Then, we can use that customer data inside the Cisco Unified Wire Voice Portal."
"I find Automation Anywhere (AA) to be really fast on the development side."
"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."
"It improved on 40+ % of manual effort which was a pain point for project budget and Project team SMEs."
"We have increased our productivity internally by using RPA with our employees who are completing the same tasks every day."
"Adding Automation Anywhere is a tremendous value-add in the long-term."
"The most valuable aspect is that is is codeless."
"The product’s UI is very good."
"The solution's initial setup process was quite straightforward... I rate the technical support a nine and a half out of ten."
"This is the most complete and versatile enterprise task management product and issue tracker."
"Automation capabilities allow for automatic ticket creation using monitoring tools."
"JIRA Service Management is much better than the normal JIRA software that we had, as it is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"Its integration is most valuable; it is pretty open for integration."
"Everyone knows how to use it, so there's no need to teach new members."
"The price of Jira is very good."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"Easy to use and user-friendly."
 

Cons

"The object cloning that exists cannot capture 80 percent of the objects that we need it to capture."
"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."
"Queue management is still missing from the latest version which is a barrier to using the platform to start implementing complex cases where you have parent and child transactions going through multiple stages."
"The UI can be improved a little bit to make it easier for beginners to understand."
"Automation Anywhere could improve its integration with Python and other programming languages."
"Automation Anywhere can be improved in terms of complex logic implementation."
"The main things I've found that could be better are small things that can be annoying when you're using them a lot."
"There is a dependency issue around the control room; if the control room is not working, the bots will not work."
"There are no improvements needed. There is very little that HALO has not already built that is not on its roadmap."
"The solution's integration part needs to improve...In the future release of the solution, I expect to see certain changes in the programming of the solution. A customer of the solution should be able to customize it as per their need."
"The product does not have its own orchestration engine."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC."
"JSM's ability to handle large volumes of emails isn't great."
"SaaS version for large organizations (more than 2000 users) is not available."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution."
"JIRA Service could benefit from improvements to its voice support."
"Currently lacks an asset management module that can affect deployment."
"While I really like Scriptrunner, there are behaviors we don't have in the cloud."
"The product does not allow customization of reports."
 

Pricing and Cost Advice

"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."
"In terms of pricing, this is a good product."
"Price is where I'm least satisfied. Other vendors are more willing to offer discounts."
"We were paying approximately $30,000 for a year license."
"I really enjoy the pricing options with Automation Anywhere, as they are able to flex their ability to adapt to the needs of the customer really well."
"I am using that Automation Anywhere Master Certification for version 11. Recently, this has been updated in Automation Anywhere University. Until this month, it's free to use. There are no charges. That's why I would like to complete it this month."
"We have purchased licenses, but are trying to obtain more bot programmer licenses."
"Automation Anywhere offers a subscription-based licensing model for cloud, on-premises, and hybrid deployments."
"The product’s pricing is competitive and less complicated."
"The solution's pricing model is good. Also, they still follow the old concurrent licensing method."
"It's $69 per user per month. Only administrators need a license, and there is no limit to the number of endpoints."
"On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous."
"The pricing is very competitive and I think that it is okay."
"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."
"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."
"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."
"It is one of the premium products on the market, but it is very costly, especially in the Indian market."
"The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Manufacturing Company
9%
Construction Company
9%
Computer Software Company
8%
University
12%
Government
10%
Healthcare Company
8%
Comms Service Provider
8%
Financial Services Firm
14%
Manufacturing Company
9%
Computer Software Company
6%
Educational Organization
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business150
Midsize Enterprise82
Large Enterprise532
No data available
By reviewers
Company SizeCount
Small Business30
Midsize Enterprise25
Large Enterprise34
 

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.
Ask a question
Earn 20 points
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...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
NetHelpDesk
JIRA Service Desk, Atlassian Jira Service Management
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Innocent Drinks, SKY TV, Sports Direct, Suzuki, Siemens, NHS, Cardiff City Council, Atos, AO.com, Ambitious about Autism, SEPA, York University etc.
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Find out what your peers are saying about HaloITSM vs. JIRA Service Management and other solutions. Updated: April 2026.
896,692 professionals have used our research since 2012.