Cherwell Service Management vs ServiceNow comparison

Ivanti and ServiceNow are both solutions in the IT Service Management (ITSM) category. Ivanti is ranked #24, while ServiceNow is ranked #1 with an average rating of 8.5. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 92% of ServiceNow users who would recommend it.

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Executive SummaryUpdated on Nov 3, 2024

ServiceNow and Cherwell Service Management compete in the IT service management space. ServiceNow appears to have an advantage in comprehensive functionality and broader integration capabilities.

Features: ServiceNow offers comprehensive IT operations management, advanced analytics, and robust integration capabilities. Cherwell Service Management provides a flexible platform for customization, allowing users to tailor solutions to their needs without complex coding efforts.

Room for Improvement: ServiceNow might refine its user interface to enhance ease of use for non-technical users and simplify its customization process. While Cherwell is customizable, it could benefit from expanding its integration and analytics capabilities to match broader industry requirements.

Ease of Deployment and Customer Service: ServiceNow offers a cloud-based deployment model that facilitates rapid implementation and streamlined updates. Cherwell offers both on-premises and cloud deployment options which provide flexibility but can increase management complexity. ServiceNow provides extensive support resources, simplifying the deployment process.

Pricing and ROI: ServiceNow typically involves higher upfront costs, offering a good ROI due to extensive functionality and integration potential. Cherwell's flexible pricing may reduce initial expenditures, appealing to organizations balancing cost with customization needs.

To learn more, read our detailed Cherwell Service Management vs. ServiceNow Report (Updated: June 2026).

Buyer's Guide

Cherwell Service Management vs. ServiceNow

June 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

"Automation Anywhere is one of the leading RPA tool vendors and they have done splendid work on improving their tool."

"I would rate this solution a ten out of ten."

"Automation Anywhere performs efficiently."

"The most valuable features for us are the Image Recognition and Object Cloning. We used this feature to automate our web-based tasks with repetitive actions or complex conditions. These features are very easy to use and do not require you to have deep knowledge in programming to understand since it has a drop and drag feature used to control it."

"Automation Anywhere improved our organization since it saved us a lot monetary value."

"The platform itself is intuitive and easy to use. I have even mentioned to people who aren't developers or very computer savvy that they could pick up Automation Anywhere and just get started."

"The scalability of Automation Anywhere, the framework, and user interface are particularly impressive."

"I'm impressed with the scalability. We are able to do changes. We are able to scale from different environments now with the Control Room in version 10 and 11. The scalability is pretty good. It is up to the mark of the other market competitors."

More Automation Anywhere pros

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

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

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

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

"We use the solution every day and quite extensively."

"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."

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

"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."

More Cherwell Service Management pros

"It's a pretty complete platform that you can basically create whatever you want."

"The Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting. It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way."

"The solution's initial setup process is easy."

"It uses a common base of data and allows different types of records to pull from that same base of data."

"Of all the systems in our environment, ours has been the most stable."

"We recently moved to ServiceNow from HP Service Manager about two years ago and it's been leaps and bounds just better than what we had before."

"The impact of ServiceNow's self-service portal on IT staff dependency levels has shown a dramatic improvement."

"One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features."

More ServiceNow pros

Cons

"I would like to see more stability around scheduling a bot to run headless."

"Automation Anywhere could add more tools to track the processes and ROI, so we can get a better understanding of the cost savings and compliance. We heavily track those metrics and make them available to the leadership for review."

"Automation Anywhere should improve its OCR capabilities."

"The product's technical support could use improvement."

"The original setup was easy. What was difficult was adding licenses. I went a month where I was paying for licenses that I couldn't use, for various reasons. That was painful."

"I used document automation about two years ago, however, it did not work as expected at that time, providing results around 70% to 80%. After that, we turned to third-party tools."

"In the next release of this solution, I would like to see a plug-and-play tool for NLP programming."

"For beginners learning Automation Anywhere, there should be predefined templates to start creating a task bot. Instead of dragging and dropping action commands and doing error handling, there should be predefined templates that they can directly use."

More Automation Anywhere cons

"The support from the actual manufacturer is poor."

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

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

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

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

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

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

"The solution could be more user-friendly."

More Cherwell Service Management cons

"System deployment and automation capabilities could be within the platform, similar to competitors."

"On the flip side, until very recently the overall UX experience was very poor as everything is either based on a form or a list."

"It's not user-friendly by default, but it can be customized to be customer-friendly."

"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."

"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."

"All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it. In the past, you used to have one screen per application. Now, you have everything integrated into one. Everybody will manage the same screen and they need to navigate into the same screen as the Internet Explorer with a toolbar with the categories and look for the things you want to see or the models you want to use."

"I think that it goes too fast sometimes and they have too many releases too often."

"For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration."

More ServiceNow cons

Pricing and Cost Advice

"There is a free trial so that they can get an overview, and there are different licenses that are very affordable and can suit every business model."

"With the rebate processing automation that we did, it has provided us a savings of around an hour or two a person on a daily basis, which is quite a lot of savings."

"The pricing for Automation Anywhere is reasonable."

"We are interested in saving manual engineer man-hours. So far, we have saved $100,000."

"Based on what I've heard, it's costly, but I don't know much about its pricing."

"We are not receiving the right information about their features, e.g. Automation Anywhere University, or anything that they are selling. They need to improve their documentation."

"We have reduced our headcount, approximately 200 to 300 employees, by eliminating manual, repetitive work. It provides profit to the business."

"Automation Anywhere offers a subscription-based licensing model for cloud, on-premises, and hybrid deployments."

More Automation Anywhere pricing and cost advice

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

"I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware."

"I'm not aware of any additional costs. I'm pretty sure that the current client is paying just the licensing fee per user. I do know that they've got some support agreement with ServiceNow, but I don't think that is broken out or specific to Project Management. It is just inclusive."

"ServiceNow is an expensive solution."

"There is an annual subscription to use this solution."

"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."

"The licensing expenses are excessively high."

"Getting the solution up and running is expensive."

"The solution is expensive."

More ServiceNow pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

Construction Company

12%

Computer Software Company

10%

Manufacturing Company

10%

Healthcare Company

Financial Services Firm

12%

Manufacturing Company

10%

Government

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

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

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Compared 6% of the time

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Compared 4% of the time

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Compared 6% of the time

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Compared 4% of the time

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Compared 3% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

June 2026

Download Cherwell Service Management product report

Buyer's Guide

ServiceNow

May 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

Cherwell Service Management vs. ServiceNow

June 2026

Free Report: Cherwell Service Management vs. ServiceNow

Find out what your peers are saying about Cherwell Service Management vs. ServiceNow and other solutions. Updated: June 2026.

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