ServiceNow Orchestration vs WorkFusion comparison

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ServiceNow Orchestration

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Executive SummaryUpdated on Dec 17, 2024

WorkFusion and ServiceNow Orchestration are both prominent solutions in the automation and orchestration space. Despite some praise for WorkFusion's features, ServiceNow's comprehensive integration might render it more advantageous for large enterprises.

Features: WorkFusion is recognized for handling complex workflows and its integration capabilities in SAP environments, leveraging Machine Learning for document processing and providing flexibility for process creation without APIs. ServiceNow Orchestration excels in enterprise-wide integrations and comprehensive tooling, supporting IT and business processes seamlessly.

Room for Improvement: WorkFusion could benefit from expanded ERP integrations and improved document tagging during the Machine Learning process, as well as a more accessible user experience for non-technical users. ServiceNow Orchestration should enhance integration capabilities and address its rigid approach to customer demands, with users noting its costly features and occasional lack of flexibility.

Ease of Deployment and Customer Service: WorkFusion offers deployment options ranging from on-premises to hybrid cloud solutions, praised for its responsive customer support amid concerns about frequent system upgrades. ServiceNow Orchestration is used in public and private cloud environments, with generally praised support, yet users must make strategic decisions regarding deployment complexities due to the platform's scale.

Pricing and ROI: WorkFusion is seen as enhancing efficiency and minimizing human error, providing a fast ROI despite a restrictive licensing model for smaller companies. ServiceNow Orchestration is described as costly, with licensing based on modules and features, though its extensive feature set and integration capabilities contribute to a favorable perception of ROI among enterprises.

To learn more, read our detailed ServiceNow Orchestration vs. WorkFusion Report (Updated: June 2025).

ServiceNow Orchestration vs. WorkFusion

June 2025

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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

ServiceNow Orchestration

Ranking in Process Automation

10th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

No ranking in other categories

WorkFusion

Ranking in Process Automation

12th

Average Rating

7.6

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Robotic Process Automation (RPA) (9th), Intelligent Document Processing (IDP) (8th)

Mindshare comparison

As of June 2025, in the Process Automation category, the mindshare of ServiceNow Orchestration is 4.4%, up from 4.3% compared to the previous year. The mindshare of WorkFusion is 0.5%, down from 0.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Process Automation

Featured Reviews

ShaheenKapery

Solutions Architect at Altron

Easy to integrate, stable solution and incredibly good customer service

It is a long setup. It was customized to our company's requirements. Bearing in mind that there is not just an IT team. You've got an IT team consisting of end-users, consulting, and user support sides. Install support, ServiceNow support, application support, and so on. What ServiceNow does is it's really good at getting the tickets to the right person. That's the power of it. There's no issue with it. But you need to set that up in advance. You need to know the structure and who is responsible for each task. The initial setup does take a long time, and the organization might face some issues. But once you've got that resolved, it's amazing.

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Arijit-Ghosh

Intelligent Automation SME at a financial services firm with 10,001+ employees

Cloud platform orchestrates business processes with AI capabilities

I find the capabilities that a normal orchestrator should have to be valuable in WorkFusion. The WorkFusion 10 cloud-based platform is different from the earlier on-prem version, WorkFusion 9. The platform now includes auto machine learning and AI capabilities. We haven't used these extensively, but they are a nice feature they are working on. The platform remains stable with well-designed processes, despite being a complex and technical tool.

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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 iTerm suite is also crucial for visibility and optimization."

"This is a user-friendly solution where scripts can be made with ease. There are also many integration options, including Microsoft products, which gives the product a competitive edge."

"The solution effectively automates business processes."

"It's scalable."

"The data visualization is good."

"The product has a flexible interface for development."

"It has competitive AI capabilities."

"Provisioning of new systems is among the most impactful features for automating complex workflows with ServiceNow Orchestration."

More ServiceNow Orchestration pros

"We have been very pleased with the speed and decisiveness of WorkFusion, which is able to quickly provide a disposition note or escalate to a human for additional review."

"We can see that its competitive ability is quite good."

"The most valuable feature is that it is easy to use."

"We have seen Workfusion improve on accuracy and compliance... With the Workfusion model, we reduce human error and the need for further QC. We switch more to a QA process where we're testing whether the model is effective."

"A helpful feature is the analytics capability within WorkFusion. The analytics dashboards, i.e., their Tableau dashboards, are really helpful for building a business activity monitoring layer. These are very visible to senior management and stakeholders, who can see and know what is happening within processes. They can see what benefits are getting delivered as processes, either ;daily, weekly, monthly, or quarterly. It is easy for stakeholders or senior management to understand the value for the money that they are spending."

"This solution has great document recognition capabilities."

"It takes care of simple tasks so users can focus more on exceptions than on regular use cases. They only focus on orders where they need to handle an exception, some information was not given, or there is an issue that they had to focus on. The rest of it goes straight through without human touch. We want to see our employees as engineers, wherein they think and solve problems, not necessarily have to do repetitive tasks. I think WorkFusion helps with avoiding repetitive tasks."

"The cognitive features of this solution are good."

More WorkFusion pros

Cons

"From my space, the only thing that I can say is the spinning up with Google Cloud Services."

"There is still room for more integrations. Or, it would be nice to bundle multiple products together rather than selling everything as a model as that turns out to be a bit costly."

"ServiceNow Orchestration needs to improve multiple aspects in which their event monitoring system is one. The solution lacks event monitoring systems which makes them non-competitive. They need to include improvements in a similar manner that they did in Sweden."

"Efficiency of some features could be improved."

"Frequent upgrades may negatively impact the performance of instances. Therefore, for now, I don't recommend any additional upgrades."

"The deployment requires awareness among the project staff."

"I would like a user experience module to be added."

"The flow rate for releases and updates is very, very slow and does not meet customers' objectives for scalability."

More ServiceNow Orchestration cons

"On a scale of 1 - 10 I would rate them a 6. That's not low - that 60%. But as I said, it needs to be upgraded and modified."

"This is a Java-based application that takes up a lot of space and when it runs, consumes a lot of memory. This affects the reliability because it gets to a point where it hangs."

"The product needs to be "simple and easy" to use. A good example of this is the use of Python code to perform automations. It is free and the skills transfer is able to happen quickly and the operation and initiation of the completed automation is easy to execute."

"We had some issues in the past, but it is fairly stable now. From what I hear, it is more stable in the later versions. With version 10.1.4, there were some issues relating to load distribution. However, it is good now."

"The product could do more to expand its 'codeless' coding options by adding drag-and-drop assistance in building bots for non-technical users."

"We are having some database issues, but we are addressing them."

"One thing we didn't like was their OCR solution. We felt it's somewhat inefficient."

"If we're talking from a developer perspective, the task of actually building automation is not ideal. That's not their strong side."

More WorkFusion cons

Pricing and Cost Advice

"In terms of price, this solution is at the higher end of what you'll find."

"The solution is costly and orchestrations are very expensive."

"Pricing is custom to every customer."

"It is quite expensive because we've had some customers come back and say it's quite pricey because in order for them to go ahead with Orchestration, they must have already been paying for Discovery, service mapping, and a few other things."

"The cost of the solution is based on the number of plugins, conductors and integrations used and is charged annually. The licensing cause has been increasing gradually which makes it difficult to access. Initially offer free features but over the time the charges rise which make it an expensive solution with limited features. Along with that, the integration issues persist and require additional middle where and internet connectivity for effective usage."

"It is not very expensive."

"This is an expensive product, but it is the best in the market considering the features and lack of competitors."

"ServiceNow doesn't give a clear cost indication. They have different contracts with different organizations and it's all about negotiation, so you don't know how they are doing at the cost level."

"I can't speak to pricing. It's a contract signed by upper management."

"We have a good deal from WorkFusion. We have an unlimited global licensing deal with WorkFusion. For us, it is a no-worry solution. We can go ahead and use it as much as possible anywhere we need it. If WorkFusion has a different kind of a deal for licensing with others, then their business decisions need to be evaluated based on that."

"We are on an annual contract to use the solution."

"In addition to the licensing fee, there is also an implementation cost for each use case and technical support costs."

"The pricing is fair because WorkFusion's out-of-the-box solution is appealing."

"It is not the most expensive solution, but it is also not the cheapest."

"Find it online."

"They have a very expensive license compared to any other automation tool. For instance, at $50,000 - $60,000, you can bring in an Automation Anywhere solution. For this solution, you need at least $250,000 to get something going."

More WorkFusion pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

21%

Computer Software Company

12%

Manufacturing Company

Insurance Company

Financial Services Firm

30%

Computer Software Company

15%

Government

Insurance Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about ServiceNow Orchestration?

The interface of the solution is very user friendly and it is easily accessible via a simple URL. This makes it easier to complete the UI based tasks but using other features require expertise in l...

What is your experience regarding pricing and costs for ServiceNow Orchestration?

The cost of ServiceNow Orchestration is considered medium; it is expensive but powerful. I would rate the pricing experience as a six out of ten.

What needs improvement with ServiceNow Orchestration?

The third-party integrations are challenging when the tools are not from ServiceNow ( /products/servicenow-reviews ) partners. This presents issues when integrating solutions from other vendors.

What do you like most about WorkFusion?

If you compare it to its competitors in the market, it is more Java-native.

What is your experience regarding pricing and costs for WorkFusion?

WorkFusion is cheaper than Kofax, but I cannot compare it to UiPath ( /products/uipath-reviews ) without exact pricing. It is worth the money as a tool.

What needs improvement with WorkFusion?

In low-code automation, most parts are not customizable, particularly when Excel is involved, which increases complexity. The system can break down, requiring numerous exception cases, thus complic...

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Product Reports

Download ServiceNow Orchestration product report

ServiceNow Orchestration

May 2025

Download WorkFusion product report

May 2025

Overview

ServiceNow is the fastest-growing enterprise cloud software company in the world above $1 billion (2018 revenue was $2.6 billion, up 36% year over year). We deliver digital workflows that create great experiences and unlock productivity to approximately 5,400 enterprise customers worldwide, including almost 75% of the Fortune 500.

ServiceNow

WorkFusion, Inc. is the creator of AI-enabled Digital Workers designed specifically for banking and financial services organizations. Its Digital Workers are true knowledge workers that effectively augment existing teams in functions like anti-money laundering (AML), sanctions, customer onboarding, Know Your Customer (KYC), and customer service. WorkFusion’s digital workforce solutions help solve talent shortages, increase workforce capacity, save money, enhance employee and customer satisfaction, and ensure ongoing compliance. For more information visit workfusion.com.

Sample Customers

experian, BEACHBODY, HealthPartners, Banosoft

Deutsche Bank, Amerant Bank, Bank of Asia, Scotiabank, Bank of Montreal, LPL Financial, Carter Bank & Trust, Selective Insurance, HPE, Canadian Tire, Standard Bank, Humana, New York-Presbyterian, Houston Methodist, Six Financial, State Street