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Moveworks vs ServiceNow comparison

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Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

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

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.8
Number of Reviews
668
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
Moveworks
Average Rating
8.2
Reviews Sentiment
5.6
Number of Reviews
4
Ranking in other categories
AI-Powered Chatbots (3rd), Agentic Automation (8th), AI-Agents for HR (2nd)
ServiceNow
Average Rating
8.6
Reviews Sentiment
6.8
Number of Reviews
231
Ranking in other categories
Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)
 

Mindshare comparison

Agentic Automation Mindshare Distribution
ProductMindshare (%)
Moveworks3.3%
UiPath Platform18.0%
Automation Anywhere13.8%
Other64.9%
Agentic Automation
IT Service Management (ITSM) Mindshare Distribution
ProductMindshare (%)
ServiceNow12.7%
JIRA Service Management6.4%
BMC Helix ITSM5.2%
Other75.7%
IT Service Management (ITSM)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
MA
Assistant Manager Of IT Department at a comms service provider with 51-200 employees
Automated email replies have saved hours daily but still need broader workflow integration
The features of Moveworks that I have not fully explored include some features I would actually like. Fully automating the passing of entries and automating entries generation would be valuable. For example, if I have a finance staff that is continuously passing an entry for me, I want a situation whereby it can pass that entry automatically and post it based on the synchronization and command which I have configured. I believe some other bot applications are doing something similar. If all these work tools can be put together to automate this kind of process, it will be very great. Major things I would want Moveworks to do more of - I do not know whether this functionality is already there - I want it to perform the work of bots so I can quickly automate some other applications to it, such as passing some entries. That is one request. Secondly, regarding the integrations of bots of Moveworks with other applications, I would appreciate if there were a step-by-step process for all standardized applications such as WhatsApp, Outlook, Microsoft Office, Microsoft Teams, and some TeamViewer and other applications that are work tools. The step-by-step synchronization and integrations of these things, if it can be posted on the website, would make it much easier for people who want to do the synchronization instead of doing a lot of research before it gets done.
Hemanthreddy Vakiti - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"With the help of Automation Anywhere, we are able to upload 10k documents in 1 to 4 working hours which is a great achievement for us."
"Automation is going to become a new area we will certainly encourage a lot of people to pursue because of the lasting dividends it provides, including saving time and manpower."
"It has improved the efficiency and reliability of the data in the systems."
"IQ Bots are extremely powerful. We are using them increasingly more where we're about to look through a lot unstructured sources, like PDF documents, scanned images, contracts, etc. We are able to take the data out, then use that toward processing structured data and creating insights for our clients."
"Automation Anywhere offers a complete suite of development tools to empower developers for various enterprise automation needs."
"Now, rather than the team going and collecting all of that information, we can have the bots do it, and that has been fantastic."
"Automation Anywhere greatly improved our processing time since robots can execute process steps faster than human resources do."
"AA has good coverage in terms of out-of-the-box functionality for bot development and management."
"The solution saves us approximately three-quarters of a million dollars per year."
"Moveworks has reduced many tasks from us, saving an average of one to two hours per day because emails that used to take ten to fifteen minutes to compose are now getting done within two minutes, sometimes even when I am not there."
"Moveworks has positively impacted our organization by lowering ServiceNow service desk calls by 90%, as users now prefer to ask questions through Moveworks in Teams before calling for help."
"Moveworks has reduced employee time because initially, employees used to spend so much time going to the third party to do all those jobs, and now they can simply do it via Otter, which is Moveworks, and this has saved much time and provided accurate results as well."
"I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."
"Primarily, we use it for incident management and change across the landscape. It is the virtual repository for our incident management processes. It gives us visibility about what's happening from the change management perspective across our CABs, including our enterprise CABs."
"ServiceNow is easy to use."
"Very good incident management, chain management and problem management features."
"I really don’t think there is anything out there that even compares."
"ServiceNow will become the new SAP."
"I think it's a very, very well architectured platform, and that's the strength of ServiceNow."
"You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports."
 

Cons

"As a solution, it could have been easier to use than in the current state."
"The current accuracy rate of 60% for document-based automations requires human intervention."
"It needs stability improvements. Sometimes, it becomes unstable."
"It may sound a little funny or weird, but one thing that we are thinking is we have to go to various websites and pick up relevant data from various websites using the bot."
"I would wish for a greater focus on citizen development, which is a priority for our company."
"IQ Bot is useful but the price is not friendly."
"When working with Excel, unlike other tools such as UiPath, Automation Anywhere does not have the standard variables for .Net data types."
"Better support for Excel is needed because there are a lot of limitations and we are having issues with it."
"More use cases can be added to the agent marketplace and the YAML or the DSL methods can be simplified, adding more methods to make it easier for us to create compound actions."
"It is still not perfect enough, but we are working on it to make sure it is very perfect."
"Customer support has been adequate; I would rate it around seven out of ten, as support often forwards cases to developers after collecting details."
"There is always room for improvement, though it depends on how complicated one wants to make it."
"They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."
"ServiceNow's customization is not too agile in those cases; it takes a little bit of time."
"One thing I don't care for is the reporting and the way it functions."
"We are not supposed to access outside our network."
"The product’s standard user experience is not the best."
"It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses."
"This solution needs to be improved for global use."
"I find ServiceNow to be a little bit clunky."
 

Pricing and Cost Advice

"We have saved a lot of money on taxes based on the stuff that we run."
"We save approximately 10,000 hours per year."
"It's an ideal pricing model to customize the components based on everyone's needs."
"Its usage is expensive for us because my user base is mostly in Manila and KL. The unit cost of labor is cheaper there than in the U.S. or Australia, which puts a bit more stress on how to get a positive ROI while continuing to use it."
"We have purchased licenses, but are trying to obtain more bot programmer licenses."
"It saves on the quality of work, because the quality can be bad when somebody's doing it. If a bot does the work, it's faster and comes with good quality. These are two important things along with the cost saving in the long run. That's where the value is."
"Automation Anywhere is competitive... Pega is somewhat comparable, but Pega also requires a lot more infrastructure and a lot more experience to get up and running."
"Automation Anywhere falls within a mid-range price point when compared to other RPA tools on the market."
Information not available
"The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward."
"We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."
"For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees."
"I know that it's not too bad because people continue to use it and they are happy to renew up their contract."
"Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."
"$230 per user."
"Certainly, from a product-platform perspective, the price is not too bad."
"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."
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Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
Manufacturing Company
15%
Financial Services Firm
12%
Comms Service Provider
8%
Outsourcing Company
8%
Manufacturing Company
10%
Financial Services Firm
9%
Outsourcing Company
9%
Government
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise564
No data available
By reviewers
Company SizeCount
Small Business57
Midsize Enterprise35
Large Enterprise179
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
What needs improvement with Moveworks?
The features of Moveworks that I have not fully explored include some features I would actually like. Fully automatin...
What is your primary use case for Moveworks?
I have been using Moveworks for over two months now, and it is not a registered version; it is just a test version th...
What advice do you have for others considering Moveworks?
Most of the things I have already discussed about the features, but the unexpected thing was creating paths on our ow...
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...
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 ...
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...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
No data available
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
slack, equinix, appdynamics, nutanix, broadcom, autodesk, medallia, freedom
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    
Find out what your peers are saying about Automation Anywhere, UiPath, Microsoft and others in Agentic Automation. Updated: October 2026.
919,894 professionals have used our research since 2012.