ServiceNow vs VMware Service Manager [EOL] comparison

ServiceNow and VMware are both solutions in the IT Asset Management category. Additionally, 91% of ServiceNow users are willing to recommend the solution, compared to 80% of VMware users who would recommend it.

ServiceNow

Read 223 ServiceNow reviews

26,973 Views
4,585 Comparison Views

91% willing to recommend

VMware Service Manager [EOL]

Read 5 VMware Service Manager [EOL] reviews

80% willing to recommend

ServiceNow

VMware Service Manager [EOL]

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, Lansweeper, BMC and others in IT Asset Management.

To learn more, read our detailed IT Asset Management Report (Updated: January 2025).

Buyer's Guide

IT Asset Management

January 2025

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Helped 865,164 peers since 2012

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

6.8

Number of Reviews

223

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

Ranking in other categories

No ranking in other categories

Featured Reviews

Nikhil Gohil

Solution Engineer - Digital Platform | Mobile at British American Tobacco

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.

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Mizanur-Rahman

System Administrator at a financial services firm with 1,001-5,000 employees

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.

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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

"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."

"You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider."

"It facilitates the monitoring of major incidents and provides insights into the effort expended to resolve each incident."

"SPM and ITSM features are the most helpful."

"I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."

"Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device."

"If it is a high priority, they will respond very quickly. If it is a low priority issue, it might take some time, some three or four days. I would rate the technical support as a 10 out of 10."

"Everything about the schema, including the design of ServiceNow, is great."

More ServiceNow pros

"It provides us with improved maintenance cycles."

"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."

Cons

"It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them."

"There is a need to enhance ticket details visibility on the portal, such as displaying SLA information, which currently requires development effort."

"Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience."

"The RPA needs improvement. That's a new area for them that they're just entering into now."

"The reporting, which also includes dashboards, needs to be improved, and there should also be the ability to turn on and off portions of Project Management. Currently, as soon as you install the new version, you've got to go back there and make all the tweaks. There should be just a configuration file that goes to the new version. The Project Management module does not leverage the knowledge base the way it should, and there is no built-in ability to get to the articles. Resource management should be easier. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience."

"The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag."

"It's too complicated and there are too many options."

"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."

More ServiceNow cons

"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 cost is quite high."

"For large-scale companies, the cost of ServiceNow is not expensive, but for small and mid-scale companies, it is higher."

"The licenses are expensive."

"The solution is expensive."

"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."

"ServiceNow is an expensive solution."

"I know that it's not too bad because people continue to use it and they are happy to renew up their contract."

"The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify."

More ServiceNow pricing and cost advice

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

See which vendors are best for you

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865,164 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

13%

Financial Services Firm

12%

Manufacturing Company

10%

Government

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...

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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 ServiceNow has a very strong module (Performance Analysis) reporting which will ...

See all answers

What do you like most about ServiceNow?

The solution has a user-friendly interface.

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Comparisons

BMC Helix ITSM vs ServiceNow

Compared 6% of the time

Pega Platform vs ServiceNow

Compared 5% of the time

Microsoft Dynamics CRM vs ServiceNow

Compared 5% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

Microsoft Power Apps vs ServiceNow

Compared 5% of the time

More ServiceNow Competitors

No data available

Product Reports

Buyer's Guide

ServiceNow

July 2025

Download ServiceNow product report

Buyer's Guide

IT Asset Management

January 2025

Download VMware Service Manager [EOL] product report

Overview

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

ServiceNow

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

VMware

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, Lansweeper, BMC and others in IT Asset Management. Updated: January 2025.

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We monitor all IT Asset Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.