Cherwell Service Management [EOL] vs ServiceNow comparison

Why PeerSpot?

Ivanti and ServiceNow are both solutions in the IT Service Management (ITSM) category. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 92% of ServiceNow users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Aug 11, 2026

ServiceNow and Cherwell Service Management are competing ITSM solutions. ServiceNow appears to have the upper hand due to its scalability and integration capabilities.

Features: ServiceNow includes automation, AI-driven insights, and extensive third-party integrations. These features facilitate streamlined operations and enhance workflow efficiency. Cherwell focuses on customization, offering unique service workflows with ease, making it adaptable to specific needs.

Room for Improvement: ServiceNow could enhance its user interface to simplify navigation for less technical users, improve initial setup speed, and refine alert management for more proactive monitoring. Cherwell could benefit from improving its cloud capabilities, increasing integration options, and enhancing automation functionalities to match competitor offerings.

Ease of Deployment and Customer Service: ServiceNow provides a cloud-based implementation with comprehensive support, allowing for rapid global scaling. Cherwell offers both on-premise and cloud deployment options, catering to diverse organizational needs, though it may require more customized setup support.

Pricing and ROI: ServiceNow requires a higher initial investment but offers a greater ROI through automated process savings. Cherwell's pricing is attractive to budget-conscious entities, providing immediate value despite lower long-term savings potential.

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: August 2026).

Buyer's Guide

IT Service Management (ITSM)

August 2026

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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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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Hemanthreddy Vakiti

Data engineer at a tech vendor with 10,001+ employees

Structured workflows have improved SLA compliance and now support prioritized incident handling

I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good. The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.

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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

"This solution is easy to use and understand, even for a non-technical person."

"I have in fact told all my friends and colleagues who are in the RPA domain to work with Automation Anywhere because it's easier to run as well as to implement."

"Automation Anywhere has improved my company significantly; earlier we were dependent on the client installed on local machines, but now it is completely web-based, so we don't have to worry about having a dedicated VM."

"By implementing processes using Automation Anywhere, we can save up to 3,000 euros within two weeks of development."

"The cloud implementation is easy, you do not have to install anything, and when we use it in the Automation Anywhere Cloud, it becomes even easier."

"We have used document processing from the beginning. We have a few use cases running in production, processing thousands of documents. With the success rate of more than 80%, it's efficiently extracting data for us."

"The reporting capabilities are pretty nice."

"AA has indirectly helped in re-engineering processes, which has made them more robust and efficient, and this has helped the business immensely."

More Automation Anywhere pros

"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."

"All our activities are carried out in the one place."

"The dashboard is very useful to get a quick overview of current tasks."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."

"The most valuable features are problem management and change management."

"The dashboard and the reporting functionality are the solution's most valuable features."

More Cherwell Service Management [EOL] pros

"There are many expansions available."

"We used BMC Remedy, and it was slightly different but we went for ServiceNow because it is more user oriented."

"With it, I can do everything, so I think only our imagination can be the limit of ServiceNow."

"I like that in ServiceNow creating workflows is simpler than that in HP Service Manager. Also, I really like the customization feature. It allows us to customize the service portal and permits us to do a lot of customization per business needs."

"Improved the globalization of processes and around the clock service delivery to our customers Automated repetitive tasks and shifted left simple tasks to the service desk"

"Operations and maintenance costs have been reduced using this solution, and we have been able to deliver faster solutions to our customers and track progress using live data."

"Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports."

"For our work, ServiceNow's service catalogs and SDK integrations are the most valuable features."

More ServiceNow pros

Cons

"The biggest issue was that the new license required upgraded hardware infrastructure so we were getting all new tech stuff procured which meant that we were getting updated RAMs and things like that. Getting the licenses was easier but building the infrastructure which was required to support the new version was difficult."

"I attended and successfully completed the certification for the Document Automation Masterclass. For this, we tried to automate handwritten documents, but it was not successful. I believe there is room for improvement. This was the only use case we had in the last couple of months where we attempted this and did not get the desired results."

"The process discovery side needs improvement."

"The AA portal should not give us pop-ups every time a bot agent is updated."

"In the debugging mode, it writes all the logs to text files, but it doesn't ever clean them up. We had one that got to 200K, and it bogged our whole machine down. We couldn't figure out what was going on until we found out that we had a 200K file sitting out there. We would like some sort of maintenance on the log files going forward."

"In a cost-sensitive industry like banking, where automation needs to prove clear ROI, a more flexible pricing structure would assist organizations in expanding automation more aggressively without feeling constrained by budget considerations."

"I would like more with OCR and data capture. We are partnering with IBM to help bridge this gap, but Automation Anywhere should continue to expand on their product line and provide these capabilities, as well."

"When we need to upgrade the bot version for various applications like SAP, the compatibility issues could be easier to resolve. The financial team is using version 5 or 6, but the automation engineer recommends only version 6 because it is more compatible. I think Automation Anywhere could handle these compatibility issues better."

More Automation Anywhere cons

"Agile delivery should be supported."

"We need to be on VPN in order to set up and access the solution, and that has created some challenges."

"The stability, specifically in the on-premises deployment model, could be improved."

"The solution could be more user-friendly."

"The support from the actual manufacturer is poor."

"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."

"Access is only available if we're on VPN."

"Application service mapping, GRC, SecOps, and things like that need improvement."

More Cherwell Service Management [EOL] cons

"They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."

"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."

"A global search should be present OOB which can locate anything in the system like any piece of code or any sys id or any record so that we don't have to goto to each module for searching it."

"Most people are discussing UIs, but I'm a developer. I would say 80-90% of the people would appreciate that, that's easy for them, but from a developer perspective, it's hard for me, because for me it's clunky"

"Complexities in the organization made the initial deployment complex."

"We have implemented some various complex ACLs and they've impacted our performance significantly, and we've had several incidents open to help with performance, and it's been kind of a struggle to get the ServiceNow support group to say "Yup, I see it's a problem, let's do this.""

"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."

"I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."

More ServiceNow cons

Pricing and Cost Advice

"The cloud-based version comes at an increased cost, although our clients are happy with the new features and have not complained about the pricing."

"I feel the cost of licensing is very high for the A2019 version."

"I am not involved in the pricing, but based on what I hear from our central RPA team, it is not very expensive; it is also not cheap. Its price is in the midrange."

"The solution is quite expensive. Not every organization can consider this option."

"In terms of pricing, it's not at all cheap, and that's a concern. The licensing cost is very high. While I don't know the exact prices of other tools, Microsoft offers the lowest pricing for its RPA platform compared to UiPath and Automation Anywhere."

"I do not know the price, but I am told that it is cheaper than UiPath."

"I would rate the price of Automation Anywhere a six out of ten, with ten being the most expensive."

"The price is a little bit high but the support is good."

More Automation Anywhere pricing and cost advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"This is a pretty expensive product, so the licensing could be better."

"We are happy with the pricing."

"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."

"The licenses are expensive."

"The cost is quite high."

"It is fairly expensive."

"The solution is expensive."

"ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."

More ServiceNow pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Financial Services Firm

13%

Manufacturing Company

10%

Comms Service Provider

Outsourcing Company

11%

Construction Company

11%

Comms Service Provider

10%

Healthcare Company

Financial Services Firm

10%

Manufacturing Company

Outsourcing Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	158
Midsize Enterprise	82
Large Enterprise	558

No data available

By reviewers
Company Size	Count
Small Business	57
Midsize Enterprise	35
Large Enterprise	179

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

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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 t...

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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 ...

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What is your experience regarding pricing and costs for ServiceNow?

ServiceNow operates on a subscription-based pricing model with custom pricing based on modules, users, and business r...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 12% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

BMC Helix ITSM vs Cherwell Service Management [EOL]

Compared 12% of the time

Freshservice vs Cherwell Service Management [EOL]

Compared 8% of the time

Ivanti ITSM vs Cherwell Service Management [EOL]

Compared 6% of the time

JIRA Service Management vs Cherwell Service Management [EOL]

Compared 4% of the time

TOPdesk vs Cherwell Service Management [EOL]

Compared 4% of the time

More Cherwell Service Management [EOL] Competitors

IBM Maximo Application Suite vs ServiceNow

Compared 7% of the time

BMC Helix ITSM vs ServiceNow

Compared 4% of the time

Zendesk vs ServiceNow

Compared 4% of the time

JIRA Service Management vs ServiceNow

Compared 4% of the time

Freshservice vs ServiceNow

Compared 3% of the time

More ServiceNow Competitors

Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

August 2026

Cherwell Service Management [EOL] report

Download Cherwell Service Management [EOL] product report

Buyer's Guide

ServiceNow

August 2026

Download ServiceNow product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

Interactive Demo

Automation Anywhere

Demo not available

Ivanti

Demo not available

ServiceNow

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Cherwell Service Management is designed to provide scalable and stable support for IT processes. Enhancing reporting and management interactions, it benefits departments with its integration features, knowledge base, and open architecture.

Cherwell Service Management simplifies task and resource management for organizations handling incident, problem, and change management. With its robust framework, hospitals manage clinical and non-clinical incidents, while integration options like Azure facilitate ITSM and CMDB discovery. The platform's strong reporting capabilities support recording incidents and changes, enabling diverse enterprise applications. Enhancements are needed in areas like agility support and JIRA integration.

What are the key features of Cherwell Service Management?

Dashboard: Offers quick task overviews for enhanced productivity.
Reporting Functionality: Simplifies data analysis and communication.
Self-Service Capabilities: Empowers users to resolve issues independently.
Integration and Orchestration: Ensures seamless connectivity with other tools.
Change Management: Provides stability in adapting processes.

What benefits should users consider when evaluating Cherwell Service Management?

Scalability: Supports growth and adaptation in IT environments.
Knowledge-Based Feature: Facilitates improved decision-making and compliance.
Functional Dashboards: Allow interactive data exploration through drill-down features.
Ease of Use: Open architecture benefits diverse departmental needs.

In hospitals, Cherwell Service Management handles both clinical and non-clinical incident management with integrations like ink cartridge tracking. Middle-sized teams increase efficiency in task management, while companies utilize its CMDB discovery for ITSM needs. Modernization is essential for mobile interfaces and VPN access, ensuring improved user interaction.

Ivanti

ServiceNow offers customizability and cloud-based integration that sustains operational efficiency. Enabling change and incident management, it accelerates workflow automation and project management without downtime issues, serving deployment needs for IT service and productivity enhancements.

ServiceNow stands out with its adaptable workflows and cloud-native infrastructure, boosting IT service, project, and asset management. Known for its robust incident and change management, the platform addresses business needs through its user-centric design and extensive integration options. By facilitating seamless IT operations and automation, ServiceNow empowers businesses to enhance productivity and efficiency. Regular updates ensure users benefit from the latest features without service interruptions, although pricing and licensing complexities demand attention. Users seek improved reporting tools and a more intuitive design while expressing interest in refined mobile functionality and better documentation.

What are the key features of ServiceNow?

Customizability: Enables tailored workflows to align with business processes.
Cloud-Based Integration: Allows seamless updates and operational sustainability.
Incident and Change Management: Supports efficient handling of IT-related issues.
Automation Capabilities: Automates repetitive tasks, enhancing productivity.
User-Friendly Design: Simplifies navigation and improves user interaction.
Comprehensive Reporting: Provides detailed insights for better decision-making.

What benefits and ROI should users anticipate from ServiceNow?

Improved Efficiency: Streamlines processes and reduces manual efforts.
Enhanced Productivity: Automates tasks, enabling focus on strategic initiatives.
Seamless Operations: Integrates across departments for unified management.
Effective IT Management: Smooth incident, change, and problem resolution.
Cost and Time Savings: Reduces operational costs through efficient workflow management.

ServiceNow finds implementation across industries like IT, HR, asset management, and help desks, addressing ticketing and configuration needs. Businesses use its dashboard for tracking performance metrics, enhancing decision-making in departments like HR service delivery. Its adaptability also makes it suitable for industries requiring robust operational management and process automation, driving efficiency and growth.

ServiceNow

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Ausenco, Highlights for Children, B/E Aerospace

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

Buyer's Guide

IT Service Management (ITSM)

August 2026

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