Micro Focus Service Anywhere [EOL] vs ServiceNow comparison

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OpenText and ServiceNow are both solutions in the IT Service Management (ITSM) category. Additionally, 100% of OpenText users are willing to recommend the solution, compared to 92% of ServiceNow users who would recommend it.

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Executive Summary

We performed a comparison between Micro Focus Service Anywhere [EOL] and ServiceNow based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: August 2026).

Buyer's Guide

IT Service Management (ITSM)

August 2026

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Helped 912,565 peers since 2012

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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it_user568017

CTO at a financial services firm with 51-200 employees

It is accurate, secure and stable.

Anything that can basically reduce the amount of time that the guys spend working on a specific problem or task. There is always room for improvement that can be in terms of functionality, cost of market, ease of use, training of the product and so on. If it brings functionality into the solution, that would be good. I'll leave it at that because there's so much that they can offer, it's unreal.

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Hemanthreddy Vakiti

Data engineer at a tech vendor with 10,001+ employees

Structured workflows have improved SLA compliance and now support prioritized incident handling

I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good. The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.

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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

"The features that we found most valuable have been just automating manual processes. We are able to integrate and work with applications that users typically work with. That has been the best feature for us right now."

"There are many features of Automation Anywhere that were found to be most valuable like WLM, PDF integration, Advanced Excel Commands, Terminal Emulator and its commands, Interactive Forms building features of A2019 which helped us in developing UI for our front office automation and integrate it with multiple rest APIs."

"This RPA software has good scalability and stability, is easy to understand and easy to use, even for users who have no experience with automation software."

"The product has saved us a lot of time by reducing manually tasks, like entering data into Excel."

"I would recommend using this product; it is very useful, we can automate anything through it, there is much flexibility, and it provides a robust mechanism, which is good."

"Notifications and triggers are especially good."

"Automation Anywhere is fully configurable."

"Automation Anywhere has helped in automating business processes for simple to complex business cases and also helped in understanding, learning, and discovering new automation ideas."

More Automation Anywhere pros

"We chose Service Anywhere because it provides a cost effective pricing model, was quick to implement, and provided a good end user experience."

"Easier access to data and for reporting which gives the data for managing IT."

"For me, it saves time; it is accurate, secure, and reduces overhead cost."

"The benefits for the company is the ability to reuse the knowledge that you can capitalize on the entire process and be able to share the same process worldwide for all of our countries."

"Our users have traditionally been slow to adopt new systems, and in the past have not raised requests in our previous ITSM systems, but when we launched Service Anywhere to our staff we found they instantly adopted it, and the number of requests handled through the system has almost completely replaced other methods, allowing us to shut down several email addresses and have our staff use one single point of contact in Service Anywhere."

"If ITIL adoption is important, then this would be the product as it is cloud based, quick, cost-effective, and easy to implement."

"We can provide a rollout in two to four weeks from customer engagement to production use."

"So far, the initial setup time for the initial configuration to get it up and running and usable was surprisingly fast."

More Micro Focus Service Anywhere [EOL] pros

"The biggest feature is that it is cloud-based, so it's always updated, it's always current; we don't have to worry about patches or revisions because we're always working with the latest version and the features continue to improve."

"We are quite satisfied with the tool."

"The area where we have benefited a lot is that, initially, it was very difficult to have end-to-end visibility into what was happening, and we were able to establish that with ServiceNow."

"It's great to do statuses or to review tasks."

"Very easy to implement and to respond to my clients' needs."

"Last year, there were three steps for installing or uninstalling software when a user asked us to do so, but by using ServiceNow, when a user opens a ticket or incident, we can automatically run the workflows through the system, and the assistant can automatically go to the user's computer and install or uninstall the software."

"Now we have invested the time in the CMDB, we've invested the time in a portal and catalog items and now we're moving towards automation and things, and we're able to stay a lot more current a lot faster because ServiceNow is doing the work to keep the platform updated, whereas we can just continue to provide value that is specific to us and what we're trying to do."

"The solution helps us to collaborate and it's great that it is knowledge-based."

More ServiceNow pros

Cons

"You could improve the tools for reading CSV/Excel, also providing wizards or detailed guides, otherwise, it is quite complex to use them, especially at the beginning."

"It has been challenging integrating Automation Anywhere with other solutions, due to all of the controls, as we are a bank."

"IQ Bot has some limitations that should be improved in future releases."

"We have faced some downtime and crashes with the system, but with the cooperation of the Automation Anywhere team, we have been able to contain that."

"The technical support is critical for this product, but we have found them a challenge to work with."

"The initial setup for the program was not straightforward. It was definitely complex."

"Also, we're seemingly plagued with certain technological issues or bugs."

"In the next release of this solution, I would like to see a plug-and-play tool for NLP programming."

More Automation Anywhere cons

"I'd like to see better ways of getting reports into a paper copy which means the ability to export into Excel."

"Reporting is a challenge. We're working out how we can effectively report on what's going on."

"One area that needs improvement is the means of moving code from the development to production environment."

"Technical support is okay. They have a large customer base so the technical support is not quite the same as the on-premises solution."

"It's not as mature, and so we have got a few things we're looking for there that we're working with HP on."

"The process of moving updates from development to production."

"However, this application won't be enough for us."

"Typically in the customers that we work with it's not a product that offers enough flexibility to support their needs."

More Micro Focus Service Anywhere [EOL] cons

"We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need."

"I think the licensing and pricing of ServiceNow is quite expensive compared to other tools."

"All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it."

"I find some features are difficult to use."

"I would say that for the things that I like to do, which is muck around in the underlying, I would say that it's going downhill."

"There are a few things that it needs to improve, like automation of most things out-of-the-box."

"I think some of the areas for improvement are some of the features that get added sometimes and not a lot of help and resources get devoted to them."

"I'd like to have an offline mode. For us, we do a lot of workforce management."

More ServiceNow cons

Pricing and Cost Advice

"The pricing and licensing of Automation Anywhere plays an important rule in the Indian market because in the Indian market $10,000 USD is too much. Hence, the pricing tends to go down depending on the customer relationship with the partner: A starter pack is $10,000 and an enterprise pack is $100,000. If you go through an implementation partner, you can get good deals. They can save some money."

"It's a bit expensive compared to other RPA tools on the market."

"We have saved time and money using this solution."

"It is subscription-based. They have different schemes. The price depends on how you negotiate with the local partner or local representative in your country."

"We have seen ROI on one of the process, but not on the other processes yet."

"If you are looking into Automation Anywhere, get the Community Edition and play with it."

"The pricing is a bit higher."

"I think the pricing is reasonable, but clients often perceive it as expensive."

More Automation Anywhere pricing and cost advice

Information not available

"They could be more competitive with their licensing."

"It is very expensive because it is a big organization. You have to pay for additional things."

"We are happy with the pricing."

"The solution is priced for medium to enterprises sized businesses. However, it is expensive compared to competitors."

"It is fairly expensive."

"Certainly, from a product-platform perspective, the price is not too bad."

"The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified."

"For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees."

More ServiceNow pricing and cost advice

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Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Financial Services Firm

13%

Manufacturing Company

10%

Comms Service Provider

Construction Company

26%

Outsourcing Company

19%

Manufacturing Company

Marketing Services Firm

Financial Services Firm

10%

Manufacturing Company

Outsourcing Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	158
Midsize Enterprise	82
Large Enterprise	558

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	10

By reviewers
Company Size	Count
Small Business	57
Midsize Enterprise	35
Large Enterprise	179

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.

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Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into t...

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Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ...

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What is your experience regarding pricing and costs for ServiceNow?

ServiceNow operates on a subscription-based pricing model with custom pricing based on modules, users, and business r...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 12% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

BMC Helix ITSM vs Micro Focus Service Anywhere [EOL]

Compared 28% of the time

Clarity SM vs Micro Focus Service Anywhere [EOL]

Compared 28% of the time

Serviceaide ChangeGear vs Micro Focus Service Anywhere [EOL]

Compared 18% of the time

Freshservice vs Micro Focus Service Anywhere [EOL]

Compared 10% of the time

More Micro Focus Service Anywhere [EOL] Competitors

IBM Maximo Application Suite vs ServiceNow

Compared 7% of the time

BMC Helix ITSM vs ServiceNow

Compared 4% of the time

Zendesk vs ServiceNow

Compared 4% of the time

JIRA Service Management vs ServiceNow

Compared 4% of the time

Freshservice vs ServiceNow

Compared 3% of the time

More ServiceNow Competitors

Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

Micro Focus Service Anywhere [EOL]

August 2026

Micro Focus Service Anywhere [EOL] report

Download Micro Focus Service Anywhere [EOL] product report

Buyer's Guide

ServiceNow

August 2026

Download ServiceNow product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

HPE Service Anywhere

No data available

Interactive Demo

Automation Anywhere

Demo not available

OpenText

Demo not available

ServiceNow

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

Micro Focus Service Anywhere is a comprehensive, Big Data SaaS service desk based on industry best practices and built on a modern, scalable platform. Micro Focus Service Anywhere is easy-to-use with no installation, seamless upgrades, and rich out-of-the-box capabilities.

Using Big Data analytics, Micro Focus Service Anywhere proactively suggests knowledge during the natural course of service desk activities based on what is trending and most relevant. Big Data is embedded, analyzing all useful ITSM data across traditional structured records and previously unused, unstructured data. Combined with social collaboration and an attractive, modern interface, employees become more self-sufficient and tickets are reduced. Agents also become more efficient as tickets are automatically categorized and assigned to the appropriate agent, and when an agent reviews a service request, the system offers information that can resolve the issue and helps fill in required fields. Big Data also provides insights into trends to help process owners become more proactive, improving service quality.

Quick to deploy – your service desk can be up and running in just a few short weeks. Once deployed, it is then simple to administer and maintain going forward. Upgrades are effectively effortless. Its out-of-the-box capabilities reduce the need for customization and further decrease implementation times and associated costs.

For additional information read the Forrester Total Economic Impact Study on Micro Focus Service Anywhere.

To try a 30-day free trial of Micro Focus Service Anywhere, visit: hpe.com/software/servicedesk

OpenText

ServiceNow offers customizability and cloud-based integration that sustains operational efficiency. Enabling change and incident management, it accelerates workflow automation and project management without downtime issues, serving deployment needs for IT service and productivity enhancements.

ServiceNow stands out with its adaptable workflows and cloud-native infrastructure, boosting IT service, project, and asset management. Known for its robust incident and change management, the platform addresses business needs through its user-centric design and extensive integration options. By facilitating seamless IT operations and automation, ServiceNow empowers businesses to enhance productivity and efficiency. Regular updates ensure users benefit from the latest features without service interruptions, although pricing and licensing complexities demand attention. Users seek improved reporting tools and a more intuitive design while expressing interest in refined mobile functionality and better documentation.

What are the key features of ServiceNow?

Customizability: Enables tailored workflows to align with business processes.
Cloud-Based Integration: Allows seamless updates and operational sustainability.
Incident and Change Management: Supports efficient handling of IT-related issues.
Automation Capabilities: Automates repetitive tasks, enhancing productivity.
User-Friendly Design: Simplifies navigation and improves user interaction.
Comprehensive Reporting: Provides detailed insights for better decision-making.

What benefits and ROI should users anticipate from ServiceNow?

Improved Efficiency: Streamlines processes and reduces manual efforts.
Enhanced Productivity: Automates tasks, enabling focus on strategic initiatives.
Seamless Operations: Integrates across departments for unified management.
Effective IT Management: Smooth incident, change, and problem resolution.
Cost and Time Savings: Reduces operational costs through efficient workflow management.

ServiceNow finds implementation across industries like IT, HR, asset management, and help desks, addressing ticketing and configuration needs. Businesses use its dashboard for tracking performance metrics, enhancing decision-making in departments like HR service delivery. Its adaptability also makes it suitable for industries requiring robust operational management and process automation, driving efficiency and growth.

ServiceNow

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

· United Airlines· America First Credit Union· AerLingus· PointClick Care· Faro Europe GmbH· The Hutton Institute· Tunise Electronique

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow

Buyer's Guide

IT Service Management (ITSM)

August 2026

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