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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

"Its ease of use is the most valuable feature; it is easy to train developers and find the right people, then use them to build the tool."
"I have enjoyed using all the features of this tool, not just one feature, e.g., object cloning, Excel automation, and the web recorder."
"Automation Anywhere has helped us save on both time and cost."
"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 most valuable features of this solution are its scalability, security using the credential vault, and ease of use for business."
"We are able to satisfy our clients in ways that we did not think was possible."
"AA has vastly improved my organization in gathering more business, reducing human efforts, and optimizing client business."
"It eliminates redundant work from our offshore team to free up FTEs."
"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."
"Provides excellent management features."
"For anyone considering JIRA Service Management, I would advise that it is an excellent project management tool suitable for product management across small to large scales."
"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."
"I can see that JIRA avoids chaos and makes the whole company work more efficient as all feature requests and internal/external requests are all visible in the JIRA tickets and the Confluence wiki system."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
 

Cons

"Training is good and interactive but the final certification exam is very tough and it requires in-depth practical knowledge."
"It does not easily integrate with customized solutions."
"The basic features are acceptable, but advanced tools often require deeper technical expertise, which can slow adoption. Additionally, some users experience delays in customer support for complex issues."
"IQ Bot is bad and needs a lot of tweaking."
"The licensing model could be a lot less complex, mainly due to their different structures, which are not straightforward."
"Giving access to our internal websites was not simple during the initial setup."
"The UI can be improved a little bit to make it easier for beginners to understand."
"I would wish for a greater focus on citizen development, which is a priority for our company."
"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."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
"There is room for improvement in the user interface and the queues."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"Integration could be improved."
"Jira Service Management should be more user-friendly."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"One thing I would suggest is that before we create an epic, we mention the required stories in its description. Then AI could directly create those stories instead of doing it manually inside the table, so that integration can occur."
 

Pricing and Cost Advice

"Our licensing costs are setup on an annual basis."
"Automation Anywhere is affordable."
"The pricing is reasonable and one can achieve ROI faster when compared to other tools."
"Cost-wise, it is fine. A lot of medium businesses prefer Automation Anywhere. The development cost is also lower."
"Our annual licensing costs are about $500,000."
"The price of this product is good."
"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."
"Considering the cost, it is a bit high, but worth the price because the output accuracy is high."
"The solution's pricing model is good. Also, they still follow the old concurrent licensing method."
"The product’s pricing is competitive and less complicated."
"It's $69 per user per month. Only administrators need a license, and there is no limit to the number of endpoints."
"Licensing can become quite expensive."
"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."
"Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"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 for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."
"It is one of the premium products on the market, but it is very costly, especially in the Indian market."
"We need a license because we have a higher number than the free part."
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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.
896,387 professionals have used our research since 2012.