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GitLab vs ServiceNow comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 17, 2024

Review summaries and opinions

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

ROI

Sentiment score
7.6
GitLab improves ROI through DevOps enhancements, cost-saving measures, integration capabilities, and efficient automation, supporting user collaboration.
Sentiment score
6.9
ServiceNow generally delivers high ROI, boosting efficiency and productivity, though initial adoption challenges and costs exist for some users.
Migrating to GitLab is bringing time-saving benefits, and everything is easier to automate.
 

Customer Service

Sentiment score
6.7
GitLab support is praised for helpfulness and knowledge, though some report slow responses; documentation and forums are valued resources.
Sentiment score
7.1
ServiceNow's support is praised for responsiveness but inconsistent with complexities; community aids, yet customization support needs improvement.
I have interacted with architects for some advice during the implementation, and they were prompt in their response.
I have had meetings where they taught me, explained things, and provided guidance for starting from scratch.
We have rarely needed to escalate issues to technical support since GitLab usually runs seamlessly.
 

Scalability Issues

Sentiment score
7.4
GitLab is highly scalable and adaptable, excelling in diverse environments and integrating easily with multiple tools and industries.
Sentiment score
7.4
ServiceNow scales effectively, accommodating larger user bases, though cost and performance issues may require closer attention during implementation.
It has all the features required for our coding and deployment needs, which makes it scalable to our changing requirements.
We're transitioning to OpenShift for future scalability with increased user numbers.
 

Stability Issues

Sentiment score
8.3
GitLab is highly reliable with minimal issues, praised for stability and performance even under pressure in various settings.
Sentiment score
7.7
ServiceNow is highly stable and reliable, with minimal downtime and excellent performance, despite occasional minor issues.
I have not encountered any performance or stability issues with GitLab so far.
 

Room For Improvement

GitLab requires improvements in AWS integration, user interface, security features, pricing, GitOps capabilities, and third-party tool integration.
ServiceNow faces challenges with high costs, complex usability, limited support, and needs improvements in flexibility, integration, and documentation.
It would be beneficial to have a user-friendly interface for setting up these configurations, instead of just writing YAML files.
GitLab can improve its user interface to make conflict resolution more user-friendly.
The UI has remained the same for a couple of years and could benefit from an update with AI features and better customization.
 

Setup Cost

GitLab provides a free-tier, plus premium options at $19 and $99 monthly, offering valuable features for diverse enterprise needs.
ServiceNow's pricing is high, often per-user, with variable costs needing negotiation for better transparency and flexibility.
The pricing of GitLab is reasonable, aligning with what I consider to be average compared to competitors.
Even when working in other small organizations, we opted for GitLab as it was cost-efficient.
 

Valuable Features

GitLab's CI/CD capabilities, user-friendly interface, security, and integration are valued for enhancing productivity and collaboration.
ServiceNow provides flexible, customizable IT solutions with integration capabilities and intuitive design, enhancing workflows and departmental collaboration.
As we implement automated testing and DevSecOps, it speeds up the process by forty to sixty percent.
The feature I appreciate the most about GitLab is its ease of use and compatibility, which allows for straightforward building and deployment processes.
We are utilizing the pipelines extensively and gaining significant benefits from GitLab.
 

Categories and Ranking

GitLab
Ranking in Rapid Application Development Software
13th
Average Rating
8.6
Reviews Sentiment
7.1
Number of Reviews
80
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
2nd
Average Rating
8.4
Reviews Sentiment
6.9
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 December 2024, in the Rapid Application Development Software category, the mindshare of GitLab is 2.3%, up from 0.1% compared to the previous year. The mindshare of ServiceNow is 11.5%, up from 9.2% 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 is your experience regarding pricing and costs for GitLab?
GitLab is mostly free, with potential costs arising from upgrade versions. There is a trial period of about six months during which it is free. Afterward, fees apply.
What needs improvement with GitLab?
There are some challenges with repository file management as GitLab may struggle to manage larger files. Improvements could be made regarding size management and file partitioning. Also, the UI has...
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

Fuzzit
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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: December 2024.
824,145 professionals have used our research since 2012.