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.

Comparison Buyer's Guide

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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, Qualys, Lansweeper and others in IT Asset Management.

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

Buyer's Guide

IT Asset Management

September 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

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.

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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

"It helps to improve and optimize processes. It eliminates some of the manual tasks, so we can save costs."

"I like Automation Anywhere's cloud-based nature. You don't need any on-prem infrastructure to host it."

"There are things that used to take us a lot of time, like manual entries or HR queries, but now that the bots are in place, we are saving a lot of time."

"We used to set up 150 to 250 products in a week; that has come down to a day, and now I initiate the bot, go home, and by the time I am back it is done, so time is something that we are saving, we are becoming more efficient, and our partners are happy."

"Tasks now don't depend upon the unavailability of certain employees/colleagues to be completed. Also, bots can run all day long which also affects the overall budgets."

"AARI is very convenient, and that is their biggest selling point."

"Of the bots which work, they have automated three of the most time consuming tasks and completely freed up one person to do real work."

"One of the most valuable features is the different possibilities it gives you to manipulate the interface screens that you're working with."

More Automation Anywhere pros

"I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."

"In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow."

"Compared to other ITSM platforms, ServiceNow is by far the most agile, robust, and scalable platform."

"With it, I can do everything, so I think only our imagination can be the limit of ServiceNow."

"Other solutions are integrated with different applications and tools, but ServiceNow is quite centralized, fully managed, and you can find everything in one place."

"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."

"Bottom line: ServiceNow has shattered the "Five years to a successful Service Management transformation" limitation."

"ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support."

More ServiceNow pros

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

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

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

"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."

"It provides us with improved maintenance cycles."

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

Cons

"They can further improve the AI. It is already at a certain level, but it can be improved."

"There are a few features that we would love to have: running on the cloud, running on Linux, out of the box integration availability with larger ecosystems like Salesforce, Workday, or Microsoft."

"I would like to see more stability around scheduling a bot to run headless."

"The overall product in Automation Anywhere is good, but they need to improve a little bit on the overall architecture side."

"Cloud API vision and OCR engine integration should be more effective."

"We encountered issues during the upgrade of the framework. We were using the older framework of version 10.3.5. When we were upgrading, we were having a few issues in terms of getting the proper hardware and software prerequisites. For some things, like getting the controls of some of the application's tools, we were getting Automation Anywhere's help."

"The initial implementation of Automation Anywhere regarding the elastic search and database set connection can be a little difficult."

"The only thing I would advocate for is making Automation Anywhere's developer environment Mac-enabled because many of our graduate students are coming out of school with Macs. Everything else in the Automation Anywhere world is built for Windows."

More Automation Anywhere cons

"The technical support SLA can be improved because sometimes they take a long time to answer our queries."

"ServiceNow's customization is not too agile in those cases; it takes a little bit of time."

"When something is added on ServiceNow on the platform, then you have 10 more things to do because you have to improve again and again and again."

"You can make the tool do anything, which may not always be a good thing."

"ServiceNow's mobile app should be seamless and it is not right now."

"I would like to see a mobile version of ServiceNow."

"The pricing seems confusing, with the integration hub being most confusing."

"Sometimes there is not enough information about releases. For example, right now we have an issue understanding what the roadmap is for the Scaled Agile Framework."

More ServiceNow cons

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

"Not a ten because the price is high."

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

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

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

Pricing and Cost Advice

"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."

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

"It is fantastic. It has been great. It is perfectly priced for the quality received. When paying for quality, that is exactly what you get."

"It looks like it will be right around $115,000, not counting IQ Bot, which we won't renew until later."

"We only deal in annual licenses. There are no pay-as-you-go licenses."

"This is a comprehensive automation offering with a scalable architecture and flexible pricing models."

"Because it reduced the time duration of our processes, our costs went down."

"From my experience, I can say that the initial setup cost is easily recovered over a period of time once the bots start running in production."

More Automation Anywhere pricing and cost advice

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

"Certainly, from a product-platform perspective, the price is not too bad."

"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."

"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."

"The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified."

"I have found the solution very expensive."

"They could be more competitive with their licensing."

"The licensing cost is based on your partnership with ServiceNow and what you have selected for implementation. There is an annual license cost which is calculated based on your number of devices."

More ServiceNow pricing and cost advice

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

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913,806 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Financial Services Firm

10%

Manufacturing Company

Outsourcing Company

Government

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	558

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 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...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% 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

Zendesk vs ServiceNow

Compared 4% of the time

JIRA Service Management vs ServiceNow

Compared 3% of the time

Freshservice 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 16% of the time

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

Compared 14% of the time

More VMware Service Manager [EOL] Competitors

Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

ServiceNow

August 2026

Download ServiceNow product report

Buyer's Guide

IT Asset Management

September 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, Qualys, Lansweeper and others in IT Asset Management. Updated: September 2026.

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