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ServiceNow vs VMware Service Manager [EOL] 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:
 

Categories and Ranking

ServiceNow
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
216
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
5
Ranking in other categories
No ranking in other categories
 

Featured Reviews

Somnath Kand - PeerSpot reviewer
Custom integration and reporting lead to efficient ticket management
There is a need for bug or error tracking in ServiceNow. Although there are child incidents or tickets, tracking primary issues or bugs within enhancements is not present. The reporting features in the new portal could be more user-friendly. While it provides options to minimize chart and image sizes, actual implementation doesn't always reflect these changes.
Mizanur-Rahman - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version."
"Straightforward tool."
"I really like what they've done with their common service data model because now I can make a connection between the business process and technology."
"The most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the progress of each resource or incident."
"The subsequent chain of tasks, I believe, is valuable."
"Very good incident management, chain management and problem management features."
"The Workflow feature is the most valuable."
"ServiceNow has been implemented to streamline team workflows across different departments in our company. Users, including traveling leaders, were able to approve requests and authorize additional rights through the mobile platform."
"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."
"It provides us with improved maintenance cycles."
"All of the features are very suitable for us. It is also a stable solution."
 

Cons

"It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."
"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."
"We do a lot of relatively advanced stuff for the size that we are, but ServiceNow itself is so big and to some extent, there is a significant amount of complexity that you have, a big learning curve I would say, in order to really get on board."
"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."
"The setup was time-consuming and required a lot of internal resources."
"Before implementing this solution, you should have the ITSM model in place for chain management requests. That is a prerequisite because you cannot perform tasks without it."
"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."
"There should be greater integration with other enterprise applications. We're using Microsoft, Oracle, and other applications, and it would be good to have a greater integration on some of the immediate hiccups that you have with these services. It doesn't mean that when we have a problem with using another application, ServiceNow should be able to fix it, but ServiceNow should be able to alert us to things. There should be a bit more automation or integration."
"Not a ten because the price is high."
"Its automation feature needs improvement. They can include the vRealize Automation feature in this solution."
"It needs to improve user roles and access rights."
 

Pricing and Cost Advice

"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."
"Some time ago it was expensive, but large companies have special contracts. It's enterprise prices, and we're talking about millions per year."
"Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers."
"I know that it's not too bad because people continue to use it and they are happy to renew up their contract."
"It is fairly expensive."
"We are happy with the pricing."
"The licenses are expensive."
"Getting the solution up and running is expensive."
"The price depends on different enterprises. As compared to Citrix, VMware is reasonable."
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Top Industries

By visitors reading reviews
Educational Organization
28%
Computer Software Company
10%
Financial Services Firm
10%
Manufacturing Company
7%
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...
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.
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Comparisons

No data available
 

Overview

 

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, BMC, Qualys and others in IT Asset Management. Updated: January 2025.
842,672 professionals have used our research since 2012.