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ServiceNow vs VMware Service Manager [EOL] comparison

 

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

ServiceNow
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
222
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)
VMware Service Manager [EOL]
Average Rating
7.2
Number of Reviews
5
Ranking in other categories
No ranking in other categories
 

Featured Reviews

Nikhil Gohil - PeerSpot reviewer
Enables effective incident management and seamless workflow automation with valuable mobile accessibility
I haven't thought deeply about improvements for ServiceNow or what might be missing right now. There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved. I suggest making the cost more affordable for smaller companies.
Mizanur-Rahman - PeerSpot reviewer
We don't have any issues if the node fails
We have installed a physical server for failover. We need to configure cluster on everything. But with VMware, we do not need to cluster. We get automatically seven physical nodes failover. If one fails we have no issues. We will then have six nodes. We can handle all these applications or resources.

Quotes from Members

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

Pros

"It offers ready-built automation and simpler configuration for workflows."
"It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page."
"It's a straightforward and effective approach that minimizes the need for extensive explanations."
"The look and feel is a valuable benefit for adoption."
"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 a cloud-based platform, so people won't need to worry about investing on hardware to host it. Being on the cloud, it is available 24x7. It's scalable, stable, and multifeatured, with a straightforward setup and good technical support."
"There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities."
"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."
"All of the features are very suitable for us. It is also a stable solution."
"We have installed a physical server for failover. We need to configure cluster on everything. But with VMware, we do not need to cluster. We get automatically seven physical nodes failover. If one fails we have no issues."
"It provides us with improved maintenance cycles."
 

Cons

"There should be fewer clicks and faster integrations between solutions."
"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."
"It's a little expensive compared to other tools."
"The Express edition does not allow the option for scripting."
"The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations."
"The solution’s pricing is expensive and could be improved."
"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."
"The solution is lacking in the mobile application area that could be improved."
"It needs to improve user roles and access rights."
"Its automation feature needs improvement. They can include the vRealize Automation feature in this solution."
"Not a ten because the price is high."
 

Pricing and Cost Advice

"The CapEx version is great."
"The pricing is reasonable and affordable, making it suitable for businesses ranging from small to large scale."
"The cost is quite high."
"This is a pretty expensive product, so the licensing could be better."
"The licenses are expensive."
"The solution is priced for medium to enterprises sized businesses. However, it is expensive compared to competitors."
"The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs."
"Some time ago it was expensive, but large companies have special contracts. It's enterprise prices, and we're talking about millions per year."
"The price depends on different enterprises. As compared to Citrix, VMware is reasonable."
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Top Industries

By visitors reading reviews
Educational Organization
16%
Computer Software Company
12%
Financial Services Firm
11%
Manufacturing Company
8%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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 that platform for good. The business model is to lock in and then keep pumping th...
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 ServiceNow has a very strong module (Performance Analysis) reporting which will ...
What do you like most about ServiceNow?
The solution has a user-friendly interface.
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Comparisons

No data available
 

Overview

 

Sample Customers

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    
Seventy Seven Energy Inc., Symantec, KBC, Vodafone, Region Hovedstaden, Bank Audi, Hewlett-Packard, BT Global Services, Edogawa City Council, HDFC Bank Limited, Bank Al Bilad, ABN AMRO N.V. Singapore, Savvis, Abu Dhabi Ports Company, SAP AG, Fundaments, T-Systems
Find out what your peers are saying about ServiceNow, BMC, Lansweeper and others in IT Asset Management. Updated: January 2025.
860,168 professionals have used our research since 2012.