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GitLab vs ServiceNow 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:
 

Customer Service

Sentiment score
8.2
GitLab support receives mixed feedback; while some find it helpful, others rely on community forums or internal resources.
Sentiment score
8.5
ServiceNow's support is praised for responsiveness but inconsistent with complexities; community aids, yet customization support needs improvement.
 

Room For Improvement

Sentiment score
5.7
GitLab needs improved integrations, security, user-friendly interface, expanded capabilities, better CI/CD, project management, and simplified pricing and support.
Sentiment score
4.5
ServiceNow faces challenges with high costs, complex usability, limited support, and needs improvements in flexibility, integration, and documentation.
 

Scalability Issues

Sentiment score
7.5
GitLab is praised for efficient scalability across environments and team sizes, with flexible configurations and cloud integration capabilities.
Sentiment score
7.9
ServiceNow scales effectively, accommodating larger user bases, though cost and performance issues may require closer attention during implementation.
 

Setup Cost

Sentiment score
5.7
GitLab pricing offers flexible plans with free tiers and paid options for enhanced features, considered competitive but sometimes costly.
No sentiment score available
ServiceNow's pricing is high, often per-user, with variable costs needing negotiation for better transparency and flexibility.
 

Stability Issues

Sentiment score
8.2
GitLab is praised for stability, with users experiencing rare minor issues, ensuring reliable performance and high user satisfaction.
Sentiment score
8.0
ServiceNow is highly stable and reliable, with minimal downtime and excellent performance, despite occasional minor issues.
 

Valuable Features

Sentiment score
8.2
GitLab offers comprehensive CI/CD, seamless merging, robust management, automation, scalability, and extensive integration for DevOps support.
Sentiment score
8.4
ServiceNow provides flexible, customizable IT solutions with integration capabilities and intuitive design, enhancing workflows and departmental collaboration.
 

Categories and Ranking

GitLab
Ranking in Rapid Application Development Software
12th
Average Rating
8.4
Reviews Sentiment
7.2
Number of Reviews
75
Ranking in other categories
Application Security Tools (11th), Build Automation (1st), Release Automation (2nd), Static Application Security Testing (SAST) (10th), Software Composition Analysis (SCA) (5th), Enterprise Agile Planning Tools (2nd), Fuzz Testing Tools (2nd), DevSecOps (3rd)
ServiceNow
Ranking in Rapid Application Development Software
4th
Average Rating
8.4
Reviews Sentiment
7.4
Number of Reviews
214
Ranking in other categories
Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st), No-Code Development Platforms (1st)
 

Mindshare comparison

As of November 2024, in the Rapid Application Development Software category, the mindshare of GitLab is 2.0%, up from 0.1% compared to the previous year. The mindshare of ServiceNow is 11.4%, up from 9.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Rapid Application Development Software
 

Featured Reviews

Corné den Hollander - PeerSpot reviewer
Powerful, mature, and easy to set up and manage
It's more related to the supporting layer of features, such as issue management and issue tracking. We tend to always use, for example, Jira next to it. That doesn't mean that GitLab should build something similar to Jira because that will always have its place, but they could grow a bit in those kinds of supporting features. I see some, for example, covering ITSM on a DevOps team level, and that's one of the things that I and my current client would find really helpful. It's understandably not going to be their main focus and their core, and whenever you are with a company that needs a bit more advanced features on that specific topic, you're probably still going to integrate with another tool like Jira Service Management, for example. However, some basic features on things like that could be really helpful. In terms of additional features, nothing comes to mind. One of the potential pitfalls is to keep adding new features and functionalities. They can just improve some of the existing features to make it high-end, top-quality. I don't have any substantial experience with agile planning. I don't know the industries GitLab is in, and I don't know why they make decisions like this, but as a customer, I would rather see them invest in improving the basic agile planning functionalities rather than adding, for example, portfolio planning features. That's because if I'm going to do portfolio planning, I probably will also need a lot of business users. I'm not sure if I want them in GitLab, I'd rather have them in Jira collaborating with me on portfolio planning. That's way better fitted for that type of work.
Fabio QUINTANILHA - PeerSpot reviewer
A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs
As much as possible, we use the out-of-the-box features. We do very few customizations. We follow the schedule to refresh the versions when they come up. As an end-user, I am not happy with the scalability. We have to wait a long time to buy more capacity. It is not an issue with the tool. Our team must manage it better. ServiceNow is a powerful tool. As long as we have enough users, it works. Overall, I rate the tool an eight out of ten.
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Top Industries

By visitors reading reviews
Educational Organization
29%
Computer Software Company
11%
Financial Services Firm
11%
Manufacturing Company
8%
Educational Organization
26%
Computer Software Company
10%
Financial Services Firm
10%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about GitLab?
I find the features and version control history to be most valuable for our development workflow. These aspects provide us with a clear view of changes and help us manage requests efficiently.
What needs improvement with GitLab?
The pricing has been substantially increased, which is a major concern. While GitLab has a lot of documentation, the complexity and volume can be overwhelming, especially for new learners. Structur...
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.
 

Comparisons

 

Also Known As

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Overview

 

Sample Customers

1. NASA  2. IBM  3. Sony  4. Alibaba  5. CERN  6. Siemens  7. Volkswagen  8. ING  9. Ticketmaster  10. SpaceX  11. Adobe  12. Intuit  13. Autodesk  14. Rakuten  15. Unity Technologies  16. Pandora  17. Electronic Arts  18. Nordstrom  19. Verizon  20. Comcast  21. Philips  22. Deutsche Telekom  23. Orange  24. Fujitsu  25. Ericsson  26. Nokia  27. General Electric  28. Cisco  29. Accenture  30. Deloitte  31. PwC  32. KPMG
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    
Find out what your peers are saying about GitLab vs. ServiceNow and other solutions. Updated: October 2024.
816,636 professionals have used our research since 2012.