ServiceNow vs VMware Service Manager [EOL] comparison

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ServiceNow and Broadcom are both solutions in the IT Asset Management category. Additionally, 92% of ServiceNow users are willing to recommend the solution, compared to 80% of Broadcom users who would recommend it.

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Executive Summary

We performed a comparison between ServiceNow and VMware Service Manager [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Lansweeper, Device42 and others in IT Asset Management.

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

Buyer's Guide

IT Asset Management

October 2026

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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

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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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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Kenny LY

Head Of Information Technology at ALAINE FORWARDING

It is stable and has useful features, but the automation feature needs improvement

All of the features are very suitable for us. It is also a stable solution Its automation feature needs improvement. They can include the vRealize Automation feature in this solution. I have been using VMware Service Manager for more than six years. It is stable. Its scalability is good, but…

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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 saving of efforts within my project has been to the tune of 20% as of now and I am sure that it will improve as we explore the tool more and automate many more processes."

"The best feature is the drag-and-drop command. Users with less coding knowledge can also automate their end-to-end processes very easily."

"In human resources, we created several core SAP systems so that the basic users in human resources can reduce redundancies by 10 times with very little cost."

"The Bot Store is an online library where anybody can find variously developed, production-ready bots."

"The customer engagement is really deep, and they work with the “gemba”. They work with operations very closely. I also believe they have a good product roadmap."

"The bot creation process is simple and useful. Whatever you need to do, it is there. If there is something else, there are the MetaBot functions."

"Automation Anywhere has helped in automating business processes for simple to complex business cases and also helped in understanding, learning, and discovering new automation ideas."

"From a developer perspective, the user interface is user-friendly and easy to use."

More Automation Anywhere pros

"It's a straightforward and effective approach that minimizes the need for extensive explanations."

"Having quick easy access to information is crucial in any business but especially in the medical field."

"I think ServiceNow is highly stable. These kinds of tools are used in a big company, and I haven't seen any issues in terms of the core platform."

"ServiceNow is an industry leader in multiple areas and provides an excellent ROI."

"The most valuable features of ServiceNow for me are its ticketing and reporting capabilities."

"ServiceNow is a very good platform, but do not build up things too fast."

"ServiceNow has got all the features and functionalities, it is a solid solution, it is also easy to get into and use, and it is certainly highly scalable."

"ServiceNow will become the new SAP."

More ServiceNow pros

"Simplicity and flexibility are its major plus points making it a leading industry solution for deploying cloud environments."

"It provides us the following: A better utilisation of the hardware, more flexibility, improved maintenance cycles, and a system overview."

"All of the features are very suitable for us. It is also a stable solution."

"It provides us with improved maintenance cycles."

"We have installed a physical server for failover; we need to configure cluster on everything, but with VMware, we do not need to cluster because we automatically get seven physical nodes failover and if one fails we have no issues."

"The Service Desk module and the Workflow module, which is extremely powerful."

Cons

"Setting up Automation Anywhere is a bit complex."

"Additionally, the user interface is quite outdated and could be more user-friendly. The licensing cost is also too high, which means many small-scale industries may not choose this product."

"I would like to have a command that allows me to add code, like C#. As a developer, this would be helpful."

"It takes a lot of effort to build up the internal infrastructure/topics like Virtual Machine/Security/development-Governance/Usecase-Management."

"Another feature that would be cool to see in Automation Anywhere is more use of artificial intelligence. Right now, RPA is basically limited to a bot which is simply following the instructions that it was given. However, what would be really useful is if a bot was able to more flexibly respond to issues. For example, sometimes there are erroneous errors and pop ups. With good code, you can certainly build your bots to be able to handle that. However, it does take time and a bit of technical know-how to be able to do that."

"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."

"So far, the stability is not good. We are trying to improve this because we are facing a lot of instability issues."

"We noticed slowness in a few of the commands like Object Cloning, Web Recorders, etc. on which Automation Anywhere can work to make it more robust. There are improvements required in the WLM solution provided by AA, which can make it a more robust queuing system and the system should retry by itself in case of failure due to system error."

More Automation Anywhere cons

"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly."

"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."

"I don't know where that's going to end because at some point ServiceNow will become a marlock and people will turn away from a 'one solution fits all' and go more into the niches again."

"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)."

"The big area of improvement that I see is in the licensing model for the CreateNow app."

"While ServiceNow has many options, the number of options can sometimes be confusing regarding where to click or how things work, as it is based on configuration provided by the administrator."

"The solution is priced for medium to enterprises sized businesses. However, it is expensive compared to competitors."

"It's a little expensive compared to other tools."

More ServiceNow cons

"Graphical User Interface looks a little bit old-school."

"Its automation feature needs improvement. They can include the vRealize Automation feature in this solution."

"Still new in the market and a lot of its features are still not yet explored."

"It needs to improve user roles and access rights."

"Not a ten because the price is high."

Pricing and Cost Advice

"The setup and licensing cost is affordable, and it is not exaggerated like UiPath."

"Approximately, for a developer, it is around $750 for a license a year. For Bot Runners, it is about $550."

"The cost for scalability is much cheaper than developing a new system."

"I think the pricing is reasonable, but clients often perceive it as expensive."

"We have saved customers 400% in terms of time saved by implementing this product."

"The price is a little bit high but the support is good."

"We are not receiving the right information about their features, e.g. Automation Anywhere University, or anything that they are selling. They need to improve their documentation."

"The solution itself is free unless we want to add the support option but we have to pay for the bots we use."

More Automation Anywhere pricing and cost advice

"The licenses are expensive."

"There are licensing fees."

"This is a pretty expensive product, so the licensing could be better."

"I would say it is moderately expensive, ranging from six to seven on a scale of ten."

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

"ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."

"While the option exists to pay for a monthly license, we are dealing with large enterprises and these typically involve multi-year licenses of ten or five years, at a minimum."

"$230 per user."

More ServiceNow pricing and cost advice

"The price depends on different enterprises. As compared to Citrix, VMware is reasonable."

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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

10%

Financial Services Firm

Outsourcing Company

Construction Company

No data available

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	57
Midsize Enterprise	35
Large Enterprise	179

No data available

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

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

CA Asset Portfolio Management vs VMware Service Manager [EOL]

Compared 32% of the time

Eracent Enterprise Entitlements Management vs VMware Service Manager [EOL]

Compared 15% of the time

X-Formation License Statistics vs VMware Service Manager [EOL]

Compared 13% of the time

BMC Track-It! vs VMware Service Manager [EOL]

Compared 11% of the time

More VMware Service Manager [EOL] Competitors

Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

ServiceNow

October 2026

Download ServiceNow product report

Buyer's Guide

IT Asset Management

October 2026

Download VMware Service Manager [EOL] product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

Interactive Demo

Automation Anywhere

Demo not available

ServiceNow

Demo not available

Broadcom

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

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

VMware Service Manager automates IT Service Management by providing a powerful workflow engine to drive IT Service processes.

Broadcom

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

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, Lansweeper, Device42 and others in IT Asset Management. Updated: October 2026.

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