JIRA Service Management vs SolarWinds Service Desk comparison

Why PeerSpot?

Atlassian and SolarWinds are both solutions in the IT Service Management (ITSM) category. Atlassian is ranked #2 with an average rating of 8.1, while SolarWinds is ranked #14 with an average rating of 9.0. Additionally, 93% of Atlassian users are willing to recommend the solution, compared to 100% of SolarWinds users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Apr 5, 2026

JIRA Service Management and SolarWinds Service Desk compete in the IT service management category. SolarWinds appears to have an advantage due to its extensive feature set and strong return on investment.

Features: JIRA Service Management offers strong integration capabilities, customizable workflows, and is well-suited for teams using the Atlassian suite. SolarWinds Service Desk provides an expansive feature set with automation tools, asset management, and robust built-in functionalities that minimize the need for third-party integrations.

Ease of Deployment and Customer Service: JIRA Service Management facilitates easy integration within Atlassian environments, easing deployment for existing users. SolarWinds Service Desk offers straightforward deployment with comprehensive onboarding and support resources, making it appealing to organizations seeking thorough service and responsiveness.

Pricing and ROI: JIRA Service Management offers competitive pricing, especially for existing Atlassian customers, with potential additional costs for extras. SolarWinds Service Desk is considered to provide strong ROI due to its comprehensive features included in standard pricing, reducing the need for additional purchases. Decision factors include initial setup costs versus built-in capabilities and long-term value.

To learn more, read our detailed JIRA Service Management vs. SolarWinds Service Desk Report (Updated: September 2026).

Buyer's Guide

JIRA Service Management vs. SolarWinds Service Desk

September 2026

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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

Featured Reviews

Venkat Sivaprakash

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.

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Sohaib Ahmad

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.

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Vaibhav Patkar

CISO at Orient Technologies Pvt. Ltd.

Improved service requests and network monitoring have increased efficiency but integration needs work

SolarWinds Service Desk is a recognized product across the world and a dependable product. Kaseya is somewhat dated, and SolarWinds Service Desk has better connectivity in terms of superior integration facilities compared to Kaseya. Additionally, SolarWinds Service Desk offers multiple options within the same tool, including ITSM as well as NOC and network monitoring capabilities. SolarWinds Service Desk has much greater acceptability in the market and a wide range of implementations and integrations with various tools and applications. Life becomes simpler when choosing a standard product, whereas Kaseya may not be as highly regarded in the market. SolarWinds Service Desk may have some flaws, but work is being done to address them. SolarWinds Service Desk is an affordable product. SolarWinds Service Desk is suitable for all customers ranging from small to enterprise. There are some small customers, and the primary usage is within the company itself, and then as customers require it, access can be provided to them.

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Quotes from Members

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

Pros

"All RPA tools used in the market have similar features and aspects that can be developed, however, specifically for Automation Anywhere, the ready-to-use templates which can be used as plug and play are a great feature."

"Document Automation is something we are using and have used in the past; it is excellent."

"With this innovative tool's automation, it is very dynamic, easy to develop, and deliver results quickly."

"It improves accuracy and reduces manpower. It is easy to learn."

"The initial deployment is not difficult at all for someone doing it for the first time."

"In Automation Anywhere, I appreciate the main UIs very much; they are very intuitive."

"The most valuable feature is the ability to transform data into clusters."

"One good thing in A2019 is that all products of Automation Anywhere, like IQBOT services, Meta Bot Designer, Discovery Bot, and Control room are all together in one product which is very effective for any business team."

More Automation Anywhere pros

"JIRA Service Management impacts my organization positively because it is easy to use, and everyone is happy to use it."

"Everything is good on the JIRA Service Management, in terms of what they have provided."

"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."

"The initial setup is pretty easy."

"The solution is easy, even if you want to dock on something, it's easy to add the documentation and it easily integrates with other tools."

"I think one of the most valuable things is that it's all integrated."

"We have found the issue type feature particularly valuable, as it provides an out-of-the-box solution that aligns with our needs."

"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."

More JIRA Service Management pros

"What I appreciate the most about the product is that, as per the name given, it brings better visibility to the client in terms of their infrastructure, application, and performance."

"SolarWinds Service Desk is a recognized product across the world and a dependable product."

"The solution is very stable."

Cons

"In the next release, I think it has to be more compatible when deployed with the Citrix environment."

"In the version that we have, there are some challenges with the browser-based applications, the cloning of the objects, and the solution's stability."

"We have had so many stability issues."

"This solution saves us time but there are some things that make it clumsy for the end-users."

"Integration with secondary environments needs to be improved or enabled."

"I would like to see more complex use cases coming out for our industry."

"It would be really good if they could give more priority to tickets which are raised by partners. Right now, Automation Anywhere customers and employees have higher priority."

"There could be more training provided by Automation Anywhere."

More Automation Anywhere cons

"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. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."

"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."

"Its UI is a bit overwhelming for new users."

"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."

"The product does not allow customization of reports."

"Technical support is so-so. Some of them are good, some bad."

"Field addition and removal features are not very intuitive in JIRA Service Management."

"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."

More JIRA Service Management cons

"The integration with other applications can use improvement because, for example, it was nearly impossible to integrate SolarWinds Service Desk with monday.com because we had to get an add-on from Zapier."

"The only additional features I would like to see in the future, to make it closer to perfection, are intelligent features that are currently being developed on the cloud platform and not on the on-premise model."

"The primary concern so far is the integration part because of the APIs; this is the main area of concern."

Pricing and Cost Advice

"The pricing is a bit higher."

"Automation Anywhere is expensive."

"The licensing cost of Automation Anywhere is better than UiPath and Blue Prism."

"Price is where I'm least satisfied. Other vendors are more willing to offer discounts."

"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."

"If it is saving FTE and Generating a good ROI then it is Worth Investing."

"Its price is competitive with all other products in the market."

"Automation Anywhere has an advantage in terms of licensing. It is more cost-efficient compared to all other RPA platforms. It is a recommended solution when clients need a cost-efficient automation tool to perform unattended automation."

More Automation Anywhere pricing and cost advice

"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."

"The cost has recently increased. It might be around $20 to $25 per user license."

"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."

"I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."

"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."

"The price of the solution is becoming expensive and it should be reduced."

"Licensing can become quite 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."

More JIRA Service Management pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

12%

Manufacturing Company

11%

Financial Services Firm

14%

Outsourcing Company

10%

Manufacturing Company

Comms Service Provider

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	86
Large Enterprise	561

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	25
Large Enterprise	34

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...

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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...

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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.

See all answers

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

See all answers

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...

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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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What needs improvement with SolarWinds Service Desk?

The primary concern so far is the integration part because of the APIs; this is the main area of concern. Currently, ...

See all answers

What is your primary use case for SolarWinds Service Desk?

SolarWinds Service Desk is used for ITSM and network monitoring purposes. The major use cases being utilized are from...

See all answers

What advice do you have for others considering SolarWinds Service Desk?

I think the pricing of SolarWinds Hybrid Cloud Observability is now comparative and suited to our business model, whi...

See all answers

Comparisons

UiPath Platform vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 4% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs JIRA Service Management

Compared 11% of the time

Zendesk vs JIRA Service Management

Compared 6% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 5% of the time

Freshservice vs JIRA Service Management

Compared 5% of the time

Atera vs JIRA Service Management

Compared 4% of the time

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Samanage vs SolarWinds Service Desk

Compared 22% of the time

Atera vs SolarWinds Service Desk

Compared 12% of the time

ServiceNow vs SolarWinds Service Desk

Compared 10% of the time

ManageEngine ServiceDesk Plus vs SolarWinds Service Desk

Compared 8% of the time

BMC Helix ITSM vs SolarWinds Service Desk

Compared 6% of the time

More SolarWinds Service Desk Competitors

Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

JIRA Service Management

October 2026

Download JIRA Service Management product report

Buyer's Guide

SolarWinds Service Desk

September 2026

Download SolarWinds Service Desk product report

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

No data available

Interactive Demo

Automation Anywhere

Demo not available

Atlassian

Demo not available

SolarWinds

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

SolarWinds Service Desk provides IT service management capabilities designed to streamline service delivery and enhance the efficiency of IT operations, catering to a knowledgeable audience looking for effective IT solutions.

It offers comprehensive functionality for IT service management. Utilizing automation and advanced analytics, it improves workflow management and incident resolution times. With cloud-based architecture, it ensures easy access and scalability. Features enable effective tracking, reporting, and management, making it a sought-after choice for IT teams seeking efficient service management.

What are the most important features of SolarWinds Service Desk?

Incident Management: Streamlines the resolution process to manage incidents efficiently.
Service Catalog: Allows customization of service offerings to meet specific requirements.
Automation: Automates routine tasks to boost operational productivity.
Change Management: Facilitates controlled change processes with risk assessment capabilities.
Asset Management: Provides detailed tracking and management of IT assets.

What benefits and ROI can users expect from SolarWinds Service Desk?

Reduced Downtime: Minimizes service interruptions, improving operational continuity.
Cost Efficiency: Lowers operational costs through optimized workflows and automation.
Scalability: Grows with business needs, supporting evolving requirements.
Enhanced Productivity: Increases team efficiency with a streamlined service management framework.
Improved Satisfaction: Boosts end-user satisfaction with prompt service delivery and resolution.

In industries such as healthcare and education, SolarWinds Service Desk is implemented to improve compliance and service quality. IT departments benefit from its flexible workflows that adhere to specific sector regulations. Customizable features cater to specific requirements, ensuring effective service management across different sectors.

SolarWinds

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

Buyer's Guide

JIRA Service Management vs. SolarWinds Service Desk

September 2026

Free Report: JIRA Service Management vs. SolarWinds Service Desk

Find out what your peers are saying about JIRA Service Management vs. SolarWinds Service Desk and other solutions. Updated: September 2026.

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