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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
8.6
Reviews Sentiment
6.9
Number of Reviews
217
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

"Remote access is most valuable."
"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."
"This solution is a single-storage for our user community to submit help desk tickets."
"I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving... It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We will like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide."
"It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page."
"It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform."
"It uses a common base of data and allows different types of records to pull from that same base of data."
"ServiceNow is a very powerful tool that can perform a lot of different functions."
"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."
"It provides us with improved maintenance cycles."
 

Cons

"The solution could improve by being more stable."
"In an upcoming release, there should be more administration tools."
"I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them. Also, if there was a feature that enabled us to interact with end users directly from ServiceNow, like an instant-messaging type of feature, that would be great."
"Integration capabilities can improve."
"I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."
"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."
"The RPA needs improvement. That's a new area for them that they're just entering into now."
"Service mapping could be less complicated."
"It needs to improve user roles and access rights."
"Not a ten because the price is high."
"Its automation feature needs improvement. They can include the vRealize Automation feature in this solution."
 

Pricing and Cost Advice

"ServiceNow's pricing is comparatively higher than Helix's."
"While the option exists to pay for a monthly license, we are dealing with large enterprises and these typically involve multi-year licenses of ten or five years, at a minimum."
"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."
"I know that it's not too bad because people continue to use it and they are happy to renew up their contract."
"I would say it is moderately expensive, ranging from six to seven on a scale of ten."
"I have found the solution very expensive."
"It is very expensive because it is a big organization. You have to pay for additional things."
"In Tunisia, the companies find the licensing costs to be 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
27%
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.
849,190 professionals have used our research since 2012.