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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
6.9
Number of Reviews
661
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 (%)
Moveworks3.2%
UiPath Platform18.0%
Microsoft Power Automate14.1%
Other64.7%
Agentic Automation
IT Service Management (ITSM) Mindshare Distribution
ProductMindshare (%)
ServiceNow13.1%
JIRA Service Management6.6%
BMC Helix ITSM5.1%
Other75.2%
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
Junior 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

"The most valuable feature of our solution is the cognitive computing because that is coming onto stream a lot faster than you would think. What used to be in the middle of, "Can this be done or not?", is becoming, "It can be done." We are getting some incredible straight through processing rates with AR around healthcare and financial services."
"Non-developers can use the tool to create bots. Also, it is very easy for developers to use."
"Based on my experience, I have found Automation Anywhere to be more stable and accessible."
"The best features of Automation Anywhere are having a user-friendly interface and the ability to integrate AI, and APIs and services like OpenAI's ChatGPT can be integrated, enhancing its functionality."
"Automation Anywhere has excellent features."
"Automation Anywhere receives high marks for its ease of use."
"The most valuable feature is the back-end process automation."
"The cloud implementation is easy, you do not have to install anything, and when we use it in the Automation Anywhere Cloud, it becomes even easier."
"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."
"Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow."
"The ability to get in there and create stuff without worrying about setting everything up first; we can start developing right away without having to get instances set up, get everything provisional, or all the networking stuff done, and just get up and go."
"They have thought through it, and not just the whole domain in the platform but now they have connected it to the business side, the business needs and the processes, the work that people do down to the technology."
"Usability, application customizations and ease of building your own product within the tool was a very positive edge for ServiceNow to be leaps and bounds beyond the market tools."
"ServiceNow comes as a set of pre-built ITIL processes as well as a platform that can be used to build a variety of custom business applications."
"In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it."
"I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach."
"Compared to other ITSM platforms, ServiceNow is by far the most agile, robust, and scalable platform."
 

Cons

"Automation Anywhere changed OCR features in A2019. My suggestion is to improve the OCR command scope and usability. We use OCR for PDF data extraction as we use in V. 11.x product."
"Integration with secondary environments needs to be improved or enabled."
"We don't have an ROI in any of our processes. We are just trying it out now to see if it works. We haven't had any savings yet. We have been putting more time in than saving time at this point."
"The biggest issue was that the new license required upgraded hardware infrastructure so we were getting all new tech stuff procured which meant that we were getting updated RAMs and things like that. Getting the licenses was easier but building the infrastructure which was required to support the new version was difficult."
"Better support for Excel is needed because there are a lot of limitations and we are having issues with it."
"In terms of improvements for Automation Anywhere, I would prefer to see more options in packages and pricing, including a breakdown of different features and products, which would allow us to select certain products while potentially skipping others as needed."
"AA sometimes poses compatibility problems with new web browser versions like Chrome."
"It's somewhat pricier than some of the other tools that we've used, and the breakout between the different applications is also somewhat costly."
"It is still not perfect enough, but we are working on it to make sure it is very perfect."
"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."
"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."
"A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything. I couldn't find the models I needed at the time."
"I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."
"Probably the backlog organization could be a little bit easier in terms of transversality between different squads."
"There is inherent complexity with this tool because of the number of things that it can do."
"The interface is not user-friendly."
"This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe."
"I would say database or data visibility. In fact, I think for me, I'm going for the physical side, most of the people like to access data without any constraints."
"It's a very complex tool with a lot of different pieces and it takes a lot of different people to support it because everyone has to be specialized in their own piece."
 

Pricing and Cost Advice

"It is cost-efficient in terms of licensing. I found their support good when I was working for the airline client. However, I hear from my managers here that the support price for Tier 3 or premium is a little higher. That is why we are not going for Automation Anywhere. Its price was okay for our client, but for us, it seems expensive."
"This solution costs approximately $3,500 USD per license."
"On average, a bot runner in Automation Anywhere can cost $5,000, while in Microsoft Power Automate, you can get most of the same functionality for $100."
"The cost is anywhere between $10,000 and $100,000."
"This is a value for the money product."
"No one is balking at the cost. They are market rates and will change, but no one is saying, "That is ridiculous or impossible." They are saying, "Show me the ROI and prove that the cost is accurate.""
"The price for Automation Anywhere is reasonable."
"We save approximately 10,000 hours per year."
Information not available
"I would say it is moderately expensive, ranging from six to seven on a scale of ten."
"The licenses are expensive."
"It has a higher cost compared to local/regional solutions."
"Certainly, from a product-platform perspective, the price is not too bad."
"ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."
"For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees."
"The CapEx version is great."
"The solution is expensive."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
10%
Manufacturing Company
10%
Manufacturing Company
16%
Financial Services Firm
12%
Comms Service Provider
8%
Outsourcing Company
7%
Financial Services Firm
10%
Manufacturing Company
9%
Outsourcing Company
9%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise82
Large Enterprise560
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 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...
 

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: August 2026.
914,322 professionals have used our research since 2012.