Aranda Service Management vs. Jira Service Management

Brenda Gratas February 14, 2023
- 18 min read

Selecting the right IT Service Management (ITSM) solution is a crucial decision that directly impacts the efficiency and effectiveness of your organization's operations and service delivery. When faced with prominent contenders like Aranda Service Management vs. Jira Service Management, it becomes vital to thoroughly evaluate their features, capabilities, and suitability for your specific requirements. However, what if there's an alternative solution that surpasses both options?

In this blog post, we’ll embark on a comprehensive comparison of Aranda Service Management and Jira Service Management for ITSM. Moreover, we’ll introduce an alternative solution that stands out amidst this competition – InvGate Service Desk. This powerful service desk software not only offers streamlined functionalities but also places a strong emphasis on digital transformation, providing organizations with a unique opportunity to elevate their IT operations to new heights.

Let's dive into this ITSM tools comparison and discover the ITSM solution that will drive your organization toward operational excellence.

Table of contents


  • Aranda Service Management offers a unified web console and flexible installation options while ensuring rapid implementation with default configurations. It also provides Spanish support in Latin America. Nonetheless, its absence of reviews on major platforms leaves specific user criticism unidentified.

  • Users highlight Jira Service Management's sprint planning and task assignment capabilities, as well as its ticketing system and end-user portal. However, they dislike the migration process, its limitations in reporting, a steep learning curve, and the reliance on additional plugins.

  • InvGate Service Desk, on the other hand, provides streamlined ITSM setup, flexible deployment, robust ticketing and incident management, and self-service capabilities, emphasizing cost-effectiveness and innovation.
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Most looked-at features by buyers

When evaluating options for managing IT services, potential buyers focus on specific features that meet their organization's requirements. Understanding these desired features is crucial for making well-informed decisions. 

Let's explore the main factors prospective buyers typically consider when comparing IT Service Management tools.

  1. Customization and flexibility - Buyers look for software solutions that offer customization options, allowing them to adapt the platform to their business needs. This flexibility ensures that the software aligns with their unique workflows and processes, enhancing user satisfaction and effectiveness.

  2. Efficient IT Asset Management - Users prioritize software that offers robust capabilities for managing IT assets, maintaining accurate inventories, and optimizing resource utilization within their organizations.

  3. Ticket Management solution - Buyers acknowledge the importance of a comprehensive system for managing customer inquiries and support requests in help desk software. This feature enables efficient tracking, assignment, and resolution of tickets.

  4. User experience and interface - Buyers prioritize ease of use and interface design. They prefer a user-friendly platform with an intuitive interface that encourages user adoption and improves productivity. Mobile accessibility is also crucial, especially for organizations with remote or mobile workforces.

  5. Support automation and Workflow Management - Buyers actively seek software solutions that provide automation capabilities to streamline routine tasks such as ticket routing, approvals, and escalations. These automation features contribute to increased efficiency and productivity.

  6. Scalability - Organizations with evolving needs prioritize solutions that can accommodate their growth and allow for customization. The solution should enable the creation of custom fields, workflows, and extensions/plugins, enabling them to tailor the software to their unique business requirements.

  7. Optimized IT service catalog - Organizations often require a streamlined IT service catalog that provides a centralized platform for users to request specific IT services or resources. This feature simplifies service requests, improves visibility, and facilitates effective Service Delivery Management.

  8. Self-service portal and knowledge base - Buyers highly value a self-service portal that empowers end-users to independently resolve common issues and access relevant information without direct assistance.

  9. Insightful reporting - Buyers look for help desk software with powerful reporting tools, such as dashboards and reports, providing valuable insights into their IT operations and performance. This data-driven approach supports informed decision-making and continuous service improvement.

  10. Seamless integration capabilities - Integration with other systems and applications is a crucial requirement for buyers, ensuring smooth data flow and process automation. Integrating with existing tools (particularly ITAM solutions) and platforms is highly valued for improved efficiency and a unified user experience.

  11. Pricing and support - Buyers consider the solution's cost-effectiveness, including licensing models, subscription plans, and additional costs for features or users. Reliable customer support, comprehensive documentation, and accessible training resources also influence the decision-making process.

  12. ITIL compliance - Many organizations prioritize solutions that adhere to ITIL best practices. Buyers may focus on solutions that support ITIL processes such as Incident Management, Problem Management, Change Management, and Asset Management.

What is Aranda Service Management?

Aranda Service Management is the primary software solution offered by Aranda Software, a Colombian company specializing in IT service and infrastructure management. This comprehensive software is specifically designed to assist businesses in efficiently handling various processes and providing support for different types of cases. With Aranda Service Management, businesses can effectively manage requests, incidents, problems, and changes, all through a centralized console.

Alongside Aranda Service Management, Aranda Software offers a range of software products that adhere to the best practices of ITIL. Among these products is Aranda Asset Management, which focuses on delivering value to businesses in the Latin American region. With a strong local presence in 10 Latin American countries, Aranda Software provides flexible licensing options, including Cloud, On-premise, Hybrid, and SaaS models.

What users like from Aranda Service Management

The following benefits are sourced from the company's website as of the time of writing. There are no available reviews on popular platforms like Gartner, G2, or Capterra, which could provide additional insights from user perspectives.

  • Design and user-friendliness - The software offers an intuitive interface, easy configuration, fast loading times, and overall user-friendliness, contributing to a positive user experience.
  • Options for on-premise/cloud deployment - Users have the flexibility to choose between different installation options based on their infrastructure needs and organizational preferences, whether it's an on-premise or cloud-based deployment.
  • Unified web console - The platform provides a unified web console that can be accessed through a fully web-based platform. This integrated and centralized suite eliminates the need to install a console on individual computers.
  • Efficient implementation - The platform aims to expedite the implementation process by offering default configurations, templates, and models. These resources are readily available to accelerate the configuration process and ensure a quick setup.
  • Localized support in Spanish - The tool provides a specialized and certified support team available in Latin America, offering assistance to users in their preferred language.
  • Inclusion of Aranda Query Manager - Users with an ADM package license can benefit from the Aranda Query Manager feature. This advanced reporting solution provides a customizable dashboard, enhancing the software's reporting capabilities.

What users don’t like from Aranda Service Management

As there are no reviews or feedback on platforms such as Gartner, G2, or Capterra, it is challenging to pinpoint specific complaints or criticisms about Aranda Service Management. Without user perspectives and experiences shared on these platforms, no negative aspects have been highlighted at this time.

What’s Aranda Service Management’s argument over Jira Service Management?

Due to the absence of detailed user feedback or reviews for Aranda Service Management, making a conclusive and definitive argument about its superiority over Jira Service Management becomes challenging. However, based on the listed benefits and strengths highlighted by Aranda Service Management, there are potential areas where it could present advantages over Jira Service Management. These areas that provide unique value are worth considering.

  1. Design and user-friendliness - Aranda Service Management offers an intuitive interface, easy configuration, and overall user-friendliness, providing a positive user experience.

  2. Options for on-premise/cloud deployment - Users have the flexibility to choose between on-premise or cloud-based deployment based on their infrastructure needs and organizational preferences.

  3. Efficient implementation - Aranda Service Management aims to expedite the implementation process by offering default configurations, templates, and models, ensuring a quick setup.

  4. Localized support in Spanish - The availability of a specialized and certified support team in Latin America offers assistance to users in their preferred language.

  5. Inclusion of Aranda Query Manager - Users with an ADM package license can benefit from the advanced reporting capabilities of Aranda Query Manager, including a customizable dashboard.

What is Jira Service Management?

Example of Jira Service Management's interface.

Jira Service Management, a product created by Atlassian, is a specialized platform crafted for IT Service Management. It provides organizations with an effective solution to streamline their service desk operations. Through its robust features and user-friendly interface, Jira Service Management empowers businesses to optimize service delivery and improve customer satisfaction. Currently, it offers a cloud-based service option, allowing organizations to leverage the advantages of cloud computing for their Service Management needs.

Atlassian, the company behind Jira, was established in 2002 by Mike Cannon-Brookes and Scott Farquhar in Sydney, Australia. Since its inception, the company has experienced substantial growth and expanded its global presence by establishing offices in various countries, including the United States, Netherlands, Japan, and the Philippines.

Atlassian specializes in developing software and tools specifically tailored for developers and project managers. Their extensive product portfolio includes well-known offerings like Confluence, Bitbucket, and Trello, which have gained wide recognition in the industry. These versatile tools cater to a range of requirements, covering areas such as project management, issue tracking, content collaboration, code management, and team facilitation.

What users like from Jira Service Management

Jira Service Management has received accolades from customers for its numerous positive attributes, as identified by reputable sources such as Gartner and G2. Here are some of the benefits that have been recognized.

  • Detailed task details and filtering capabilities - Users value the platform's ability to provide comprehensive task information, offering a detailed understanding of each task. Additionally, Jira Service Management provides robust filtering capabilities, enabling users to search and organize tasks based on specific criteria.
  • Efficient sprint planning and task assignment - Jira Service Management streamlines sprint planning and allows for easy task assignment, seamlessly integrating with collaboration platforms like Slack and Teams. The Kanban view centralizes task management, and the tagging function enables project-specific task organization.
  • Intuitive interface - Users appreciate the user-friendly interface of Jira Service Management, which improves Incident and Request Management processes.
  • Improved user portal for self-service - The platform offers an enhanced user portal that enhances the self-service experience and facilitates incident self-assessment. Users can also rate the overall process upon issue resolution, providing valuable feedback for continuous improvement and customer satisfaction.
  • Ticketing system - The platform's ticketing system and customizable workflows simplify task management.
  • Affordable pricing options - Jira Service Management offers a range of pricing options, including a free plan for up to 3 users with 2 GB storage. The cloud-hosted option provides a reasonable base price, making it accessible to organizations of various sizes.

What users don’t like from Jira Service Management

Despite its numerous strengths, Jira Service Management is not without customer concerns and dislikes regarding specific aspects of the platform. Through analysis conducted by reputable sources such as Gartner and G2, the following dislikes have been highlighted.

  • Non-user-friendly interface - Compared to alternatives, some users find the platform less intuitive, especially for external customers interacting with the platform.
  • Challenging migration process - Transitioning to Jira Projects can be complex and may require a separate user subscription.
  • Lack and complexity of integrations - Users have noted a perceived lack of available integrations, requiring the development of custom integrations. Some users have also faced challenges when integrating Jira Service Management with certain tools.
  • Need for additional plugins - Users have reported the need for extra plugins to access basic features and difficulties in achieving compliance with GDPR (General Data Protection Regulation).
  • Challenging task tracking and reporting - Users have encountered difficulties in tracking multiple tasks, generating reports, and creating dashboards.
  • Steep learning curve - Due to the platform's complexity and the need to learn and adapt to its functionalities, users may require assistance to become proficient in using the platform and its features.
  • Difficulty working with Atlassian support - Users have expressed challenges when interacting with Atlassian support.

What’s Jira Service Management’s argument over Aranda Service Management?

Let's explore some key points that contribute to Jira Service Management's appeal over Aranda Service Management.

  1. Extensive marketplace and integrations - Jira Service Management benefits from the vast ecosystem of Atlassian products, including Jira Software, Confluence, and Bitbucket. This interconnectedness allows for seamless integration and collaboration across different teams and workflows. Additionally, Jira Service Management has a robust marketplace offering numerous integrations and add-ons, enabling organizations to extend the platform's functionality and tailor it to their specific needs.

  2. Established user base and community support - Jira Service Management has a large user base and an active community of users who contribute to forums, provide resources, and share best practices. The availability of a thriving community ensures that users can seek guidance, share experiences, and benefit from the collective knowledge of Jira Service Management users worldwide.

  3. Agile Project Management capabilities - Leveraging its roots in Jira Software, Jira Service Management provides strong agile project management functionalities. It offers features such as Scrum and Kanban boards, agile reporting, and sprint planning, allowing organizations to effectively manage and track their projects alongside their Service Management activities.

  4. Atlassian ecosystem benefits - Being part of the Atlassian ecosystem, Jira Service Management can take advantage of cross-product integration opportunities. Organizations using other Atlassian products can benefit from seamless collaboration and data synchronization, creating a unified experience across different areas of their operations.

  5. Customization and flexibility - Jira Service Management offers extensive customization options, enabling organizations to tailor the platform to their unique requirements. From configuring workflows and custom fields to creating automation rules and personalized dashboards, Jira Service Management provides the flexibility needed to adapt to diverse business processes and ITSM needs.

  6. Rich reporting and analytics capabilities - Jira Service Management provides comprehensive reporting and analytics features, allowing organizations to gain insights into their service performance, identify bottlenecks, and track key metrics. With built-in reports, customizable dashboards, and advanced analytics add-ons, Jira Service Management empowers organizations to make data-driven decisions and continuously improve their service delivery.

  7. Deep ITSM functionality - Jira Service Management offers a wide range of ITSM features, including Incident Management, Problem Management, Change Management, and service catalog management. These functionalities, combined with its agile project management capabilities, make Jira Service Management a versatile platform for organizations seeking comprehensive ITSM solutions.


Considering InvGate Service Desk as an ITSM solution alternative



In the competitive field of IT Service Management, Aranda Service Management and Jira Service Management are well-known competitors. However, it is crucial to explore alternative solutions that closely align with your organization's unique needs. In this context, InvGate Service Desk emerges as a compelling choice that warrants careful consideration. Let's now delve into the extensive features of InvGate Service Desk that make it a valuable option for meeting your organization's ITSM requirements.

Simplified configuration and setup

InvGate Service Desk simplifies the configuration and setup process with a user-friendly, no-code/low-code approach. This allows both novice and experienced users to implement the system without extensive technical expertise. The platform offers straightforward configuration options, enabling organizations to leverage its powerful ITSM capabilities quickly.

Exceptional user experience


InvGate Service Desk prioritizes delivering an outstanding user experience through meticulous design and adherence to UI/UX best practices. Its intuitive interface promotes quick adoption, minimizes the need for extensive training, and ensures a user-friendly design that maximizes productivity.

Strong self-service capabilities


InvGate Service Desk provides robust self-service functionalities, such as a user-friendly portal, an extensive IT service catalog, and a knowledge base. These features empower end-users to independently resolve common issues, access various IT services, and utilize self-help resources, thereby reducing the workload on IT staff.

Comprehensive reporting and analytics

InvGate Service Desk's customizable dashboard view.

InvGate Service Desk provides extensive reporting and analytics functionalities, empowering organizations to gain valuable insights into their IT operations and performance. The platform offers ready-to-use reports and customizable dashboards, enabling IT teams to analyze data, identify patterns, and make informed decisions to enhance their services.

Robust Ticketing and Incident Management

Example of a Ticket Management view on InvGate Service Desk.

InvGate Service Desk offers powerful features that enable efficient tracking, collaboration, and resolution of tickets. It includes automated ticket routing, customizable workflows, and SLA Management, empowering IT teams to handle and prioritize incidents effectively.

Cost-effective solution

InvGate Service Desk offers a comprehensive range of ITSM features at a competitive price, making it a cost-effective solution without compromising functionality. Compared to alternatives like Aranda Service Management and Jira Service Management, InvGate Service Desk strikes a balance between cost and functionality.

Focused on ITSM with ESM extension

InvGate Service Desk is purpose-built for ITSM and seamlessly extends its capabilities to Enterprise Service Management (ESM). This allows operational departments to improve their processes and fully embrace the benefits of digital transformation. InvGate Service Desk facilitates streamlined workflows and comprehensive digital transformation initiatives across all departments.

ITIL-certified readiness

InvGate Service Desk has achieved the prestigious ITIL4 certification from PINK Elephant, demonstrating its commitment to upholding ITSM excellence. It provides a user-friendly and feature-rich experience aligned with industry best practices, whether organizations are starting their ITIL journey or managing complex operations.

Customization and flexibility

InvGate Service Desk offers flexible deployment options, allowing organizations to choose between on-premise or cloud-based solutions. This adaptability ensures that the platform can cater to the specific requirements of different sectors and industries.

Fast ROI and ongoing innovation

InvGate Service Desk ensures a rapid return on investment through efficient implementation processes. Within weeks, organizations can begin experiencing the benefits of this robust ITSM solution. Additionally, regular feature updates keep users at the forefront of technology without incurring additional costs.

Comprehensive Asset Management

Integrating InvGate Service Desk with InvGate Insight provides organizations with a holistic view of their IT ecosystem, leading to improved service delivery and reduced downtime. InvGate Insight offers features such as IT Asset Discovery, Inventory Management, Software License Management, and maintenance schedules.

Next steps

In comparing Aranda Service Management vs. Jira Service Management, both platforms offer distinct features and advantages for organizations seeking robust IT Service Management solutions. While this analysis provides valuable insights, it is essential to consider alternative options to find the best fit for specific requirements.

One alternative solution that stands out is InvGate Service Desk. With its emphasis on exceptional user experience, robust Ticketing and Incident Management capabilities, strong self-service functionalities, and cost-effectiveness, InvGate Service Desk presents a compelling choice for organizations looking to optimize their ITSM operations.

To further support the implementation of an effective ITSM solution, download our free ITSM implementation checklist. This comprehensive resource will guide you through the steps to map out a successful implementation strategy. 

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