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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 (2nd), 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) (23rd)
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

"Most of the features of Automation Anywhere (AA) are good, but one big feature which I really like is its OCR (optical character recognition) feature."
"Automation Anywhere was the simplest solution, and it offered us immediate support."
"What I appreciate most about Automation Anywhere is the ease of use."
"Automation Anywhere is excellent for integrating with other solutions. It provides the ability to leverage the APIs of third-party solutions. We use some of the already built-in MetaBots to then scrape the data and manipulate independent data that we need in order to integrate with other third-party solutions."
"The recording feature accelerates the timeline of your implementation."
"Automation Anywhere has impacted our efficiency and productivity in a very positive way since we are shutting down a very manual process."
"We have had a massive return on full-time employee resources that we have saved by just using Automation Anywhere."
"The management works well."
"The product’s UI is very good."
"The most valuable aspect is that is is codeless."
"The solution's initial setup process was quite straightforward... I rate the technical support a nine and a half out of ten."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"I believe that JIRA is one of the best project management tools."
"The simplicity is good for our clients. The price is good."
"Confluence is a great tool for documentation and tracking."
"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."
"The SLA, speed, the comments from the agents' side, and the dashboard for agents are the most valuable features."
"Everyone knows how to use it, so there's no need to teach new members."
"We previously used ITAM, BMC Remedy and some other tools, and JIRA Service Management is comparatively better."
 

Cons

"Regarding the UI, once you're in some of the screens there are fixed dialogues. They are a set size, so there's a lot of horizontal scrolls and vertical scrolls."
"Additionally, the user interface is quite outdated and could be more user-friendly."
"The time taken to execute a Bot through A2019 can be reduced."
"With the automation copilot, if I have any internal tool or application and I want to pass on variables, I don't have it. Maybe the team can work on it to make it more efficient to make it work better across all automations."
"Integration with other platforms may prove to be very interesting for us and others."
"There are improvements needed in error handling processes, as currently, they rely on start and end error commands."
"With the user interface, a lot of the parts of it I really like, but there are some things that could be made a little simpler."
"While exporting a package, an option to de-select all the depending/referenced files should be available. Currently, it only allows for selecting all the files."
"The product does not have its own orchestration engine."
"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."
"There are no improvements needed. There is very little that HALO has not already built that is not on its roadmap."
"JSM's ability to handle large volumes of emails isn't great."
"It would be useful to be able to link tickets across different gantt charts in Jira and Confluence."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"The solution should be more formalized. It could be more user-friendly."
"I am not familiar if there's an integration with Visual Studio from Jira."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"There is room for improvement in the user interface and the queues."
 

Pricing and Cost Advice

"The price is a little bit high but the support is good."
"Roughly, as of today, it is around $250,000 annually."
"UiPath is exceptionally more expensive than Automation Anywhere. UiPath is far ahead of its competition, but in terms of finances, Automation Anywhere offers better value and is more effective for organizations seeking cost-effective solutions."
"Despite being less expensive than UiPath, Automation Anywhere remains cost-prohibitive for many small and medium-sized businesses."
"We paid separately for the Runner and Creater components. The final cost depends on the structure of your environment."
"The price is very reasonable."
"The cost can be reduced a little for users."
"The solution is quite expensive. Not every organization can consider this option."
"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."
"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
"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."
"We have an annual license with JIRA Service Management, but it is billed monthly."
"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."
"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."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"It is a cheaply priced product."
"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."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Manufacturing Company
9%
Construction Company
8%
Computer Software Company
7%
University
12%
Government
10%
Healthcare Company
8%
Comms Service Provider
8%
Financial Services Firm
14%
Manufacturing Company
9%
Educational Organization
7%
Computer Software Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business150
Midsize Enterprise82
Large Enterprise531
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.
896,467 professionals have used our research since 2012.