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, Teclib' and others in IT Service Management (ITSM).

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

Buyer's Guide

IT Service Management (ITSM)

October 2026

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Helped 920,223 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

"It is easy to install and use."

"Automation Anywhere offers the capability of integrating the DLL files with meta bot and hence the developer can use DLL files to connect to applications likes outlook, SAP, etc"

"In my day-to-day applications, I can integrate Automation Copilot easily as I can embed it within Workday, BambooHR, and Salesforce, allowing business users easy access to Automation Anywhere without logging into multiple applications, thus saving 85 to 90% of the time."

"Business process automation has improved the efficiency and accuracy of processes and reduced manual efforts which can be utilized in value addition for the firm."

"Since we can register multiple bot runners in one control room, and we can easily monitor and re-run bots when necessary, it is convenient for me."

"We have a close relationship with our account manager and technical support. This relationship makes the difference."

"Looking at overall feasibility from features to costing perspective, I strongly feel Automation Anywhere offers a lot of features and scalability and is a very good tool overall and people who have not tried should give a try and put some hands-on."

"By implementing it, we were able to solve the issue of automation, which we had almost given up on."

More Automation Anywhere pros

"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."

"We've got faster time for our agents to open tickets, they find the screens really easy to use, and they're pre-populated with information about our users which our old system didn't have."

"Within the target domain, I think Service Anywhere is a good product with a good feature set."

"Now, our customer has a flow chart to maintain requests, and the service desk has got good feedback from the customer."

"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."

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

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

More Micro Focus Service Anywhere [EOL] pros

"The main improvement is the integration of several business processes."

"I have used other products and switched because of the ease of use of ServiceNow, and the functionality of it."

"Overall, I have seen a substantial ROI when it comes to reporting: a faster response and also the assignment of tickets."

"In 12 years, I've rarely seen a failure of their cloud hosting, if ever."

"The new developer tools with Geneva have been the most valuable so far."

"From my point of view, it's the best solution in the market."

"Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device."

"ServiceNow is open and does not restrict you from doing a lot of things, giving you a lot of flexibility to integrate, build legacy applications, and providing a lot of functionalities."

More ServiceNow pros

Cons

"We've struggled with some of the new features Automation Anywhere added in the latest version. For example, they added a new OpenAI package, but it took a while for me to find it in the actions menu."

"There should be more organized training sessions. I prefer interactive classes to one-on-one training. You can create super users and organize conferences or workshops where users can learn from experts. Maybe you only have a few of these super users in your organization, so that's why you need to have workshops on a weekly basis."

"With our current version, we are experiencing issues with the access of the Control Room. Therefore, at the moment, we cannot really scale."

"The product is not working sometimes with the methods we prefer."

"One of the things that we did was purchase the solution originally through IBM, as they had an value-added layer on top of it. Once we had another group come on, they purchased additional bots directly from Automation Anywhere, and they wouldn't integrate well. We had to uninstall the solution that we had purchased from IBM and reinstall those bots to move forward."

"As a developer, the biggest con is the lag; it's pretty inconvenient to face that delay in things happening."

"Automation Anywhere can be improved by addressing the server issues we occasionally encounter when running the bot on the runner."

"We have encountered some issues in the actions like Terminal Emulator-> Send Key -> Page Down/Up not working."

More Automation Anywhere cons

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

"Integration: The integration capacity of the tool is limited."

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

"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."

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

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

"They're terrible as there was just a lack of response. We had to go through other avenues to get responses from the first level support."

"We had some teething problems with Dev tenant export to production tenant import."

More Micro Focus Service Anywhere [EOL] cons

"Scalability is good on the production side. It could be better performance on some of our lower environments, notably UAT for our global support estate."

"I would say there had been times where it's taking a long time for a resolution."

"It's too complicated and there are too many options."

"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."

"We are not supposed to access outside our network."

"Direct support from ServiceNow is not very good. Most of the support comes from partners, and customers heavily rely on them."

"That package is very expensive. It's more expensive than if I were to have someone in-house who was dedicated to doing those tasks."

"Time to respond from support could definitely be better, as the global support timing sometimes causes delays in interactions."

More ServiceNow cons

Pricing and Cost Advice

"When you compare the cost of Automation Anywhere with UiPath and Blue Prism, those others are much less. Licensing-wise, UiPath wins the deal."

"One of the things that will be good for the community will be to get the free version to download, which came out just a month ago called Community Edition. So, you can actually download it and try it for yourself."

"We would like them to change the license model of charging per bot."

"Automation Anywhere pricing and licensing are competitive compared to the other automation vendors."

"Automation Anywhere is reasonably priced because it can sustain us for a long period."

"They're very flexible around pricing and licensing."

"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."

"The price of Automation Anywhere is a little higher than some of the competition, such as UiPath. However, depending on the use case and other factors we are able to receive some discounts."

More Automation Anywhere pricing and cost advice

Information not available

"I have found the solution very expensive."

"I know that it's not too bad because people continue to use it and they are happy to renew up their contract."

"The licensing cost is based on your partnership with ServiceNow and what you have selected for implementation. There is an annual license cost which is calculated based on your number of devices."

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

"There is an annual subscription to use this solution."

"ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably."

"The mandatory minimum is US$ 20,000 for licensing."

"$230 per user."

More ServiceNow pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Construction Company

23%

Outsourcing Company

19%

Manufacturing Company

10%

University

Manufacturing Company

10%

Financial Services Firm

Outsourcing Company

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	565

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 the cost of implementation and maintenance of ServiceNow?

Nobody can give you a clean percentage without knowing your license tier, but here’s how I’d budget it, based on what...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 5% 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

More Automation Anywhere Competitors

BMC Helix ITSM vs Micro Focus Service Anywhere [EOL]

Compared 27% of the time

Clarity SM vs Micro Focus Service Anywhere [EOL]

Compared 23% of the time

Serviceaide ChangeGear vs Micro Focus Service Anywhere [EOL]

Compared 17% of the time

Freshservice vs Micro Focus Service Anywhere [EOL]

Compared 7% of the time

Ivanti ITSM vs Micro Focus Service Anywhere [EOL]

Compared 6% 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

JIRA Service Management vs ServiceNow

Compared 3% of the time

Zendesk vs ServiceNow

Compared 3% of the time

Airtable vs ServiceNow

Compared 3% of the time

More ServiceNow Competitors

Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

Micro Focus Service Anywhere [EOL]

October 2026

Micro Focus Service Anywhere [EOL] report

Download Micro Focus Service Anywhere [EOL] product report

Buyer's Guide

ServiceNow

October 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)

October 2026

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Find out what your peers are saying about ServiceNow, Atlassian, Teclib' and others in IT Service Management (ITSM). Updated: October 2026.

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