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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
6.2
GitLab boosts ROI by enhancing efficiency, reducing deployment time, and supporting DevOps with innovative, cost-effective tools for faster market delivery.
Sentiment score
6.5
Organizations experience varied ROI with ServiceNow, noting efficiency, cost savings, and project improvements despite initial adoption challenges.
Regarding release frequency, previously we had one to two releases per week, but now we achieve daily or on-demand releases, resulting in a three to five-fold increase in release frequency.
Site Reliability Engineer at Granicus Inc.
Migrating to GitLab is bringing time-saving benefits, and everything is easier to automate.
IT Manager at a tech company with 5,001-10,000 employees
We have saved time significantly, reducing deployment time from four hours to five minutes per deployment.
IT Software Architect at ANAC - Autorità Nazionale Anticorruzione
They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.
General Manager at sPerception IT
The return on investment is good when implementing for ourselves and for other clients.
ServiceNow Developer at Bangmetric services pvt ltd
Manually, there are huge numbers that come up because these integrated tools help organizations make the right decisions with all the information in one place, while manual methods lack visibility.
Associate Vice President at Wissen infotech
 

Customer Service

Sentiment score
6.6
GitLab support receives mixed reviews, with premium users satisfied, while free-tier users experience slower response and limited support.
Sentiment score
6.9
ServiceNow's customer service is efficient but inconsistent, with strong community support and varying technical assistance effectiveness.
We have rarely needed to escalate issues to technical support since GitLab usually runs seamlessly.
AWS DevOps/ Site Reliability Engineer at Tata Consultancy
I have interacted with architects for some advice during the implementation, and they were prompt in their response.
Platform Engineer & Manager at a computer software company with 51-200 employees
I have had meetings where they taught me, explained things, and provided guidance for starting from scratch.
IT Manager at a tech company with 5,001-10,000 employees
The support is exemplary and deserves a perfect rating.
Team Lead at a tech vendor with 10,001+ employees
Obtaining support for maintenance is the current challenge because they don't have a presence in the local market.
General Manager at sPerception IT
Whenever we have had issues, they have provided good support, and those issues have never recurred.
Vice President Delivery & Operations at Rezilyens
 

Scalability Issues

Sentiment score
7.3
GitLab is praised for its scalability, supporting diverse workloads and environments, though smaller teams might underutilize it.
Sentiment score
7.4
ServiceNow is praised for its scalability, efficiently supporting large enterprises with proper customization and adherence to best practices.
It has all the features required for our coding and deployment needs, which makes it scalable to our changing requirements.
Senior Application Developer at IBM
We're transitioning to OpenShift for future scalability with increased user numbers.
Platform Engineer & Manager at a computer software company with 51-200 employees
For scaling, other deployment options from GitLab's side need to be adopted.
Manager, Engineering at 7-Eleven
There are no limitations or performance issues with ServiceNow; it is cloud-based, so it is highly scalable and performs well.
General Manager at sPerception IT
It is capable of vertical scaling with no issues.
Team Lead at a tech vendor with 10,001+ employees
I rate the scalability of ServiceNow as an eight on a scale of one to ten.
IT infra Admin at synu
 

Stability Issues

Sentiment score
8.2
GitLab is highly rated for stability, with users rarely experiencing performance issues, bugs, or downtime despite minor upgrade challenges.
Sentiment score
7.7
ServiceNow is reliable with minimal downtime and issues, offering proactive support and a positive user experience.
I have not encountered any performance or stability issues with GitLab so far.
AWS DevOps/ Site Reliability Engineer at Tata Consultancy
The updates are frequent and demanding, happening at least once a week due to security reasons.
Chief Technology Officer at Acclym
We raised a request with GitLab support, but they were unable to help because they could not find the root cause of what went wrong.
Assistant Manager at a tech vendor with 10,001+ employees
It is cloud-based, so it is highly scalable and performs well.
General Manager at sPerception IT
I haven't faced any issues with stability; I've rarely seen any downtime.
Solution Engineer - Digital Platform | Mobile at British American Tobacco
ServiceNow is stable enough.
ServiceNow Developer at Bangmetric services pvt ltd
 

Room For Improvement

GitLab users face challenges with integration, documentation, pricing, and scalability, with improvements needed in security, performance, and flexibility.
ServiceNow faces challenges with customization complexity, high costs, insufficient integration, inadequate documentation, and limited support and training resources.
It would be beneficial to have a user-friendly interface for setting up these configurations, instead of just writing YAML files.
IT Manager at a tech company with 5,001-10,000 employees
It is essential to conduct proper testing, such as unit tests and code coverage, within the SDLC pipelines.
Manager, Engineering at 7-Eleven
GitLab can improve its user interface to make conflict resolution more user-friendly.
Senior Application Developer at IBM
It makes no sense in my opinion, and they should offer the team at the front to help customize the product to fit each company's needs, as every company has different demands and forms of submitting a request that need adjustment over time.
Manager of Security Engineering & Architecture at a outsourcing company with 5,001-10,000 employees
My priority points for improvement are the UI glitches and modern AI technology integrations for faster incident management.
Senior Consultant at a consultancy with 10,001+ employees
There is a need for bug or error tracking in ServiceNow.
Team Lead at a tech vendor with 10,001+ employees
 

Setup Cost

GitLab provides free and paid plans, with perceived reasonable pricing, though higher for small teams needing advanced features.
ServiceNow's high pricing and complex licensing make negotiation crucial for users evaluating its cost against organizational needs.
Even when working in other small organizations, we opted for GitLab as it was cost-efficient.
Senior Application Developer at IBM
The pricing of GitLab is reasonable, aligning with what I consider to be average compared to competitors.
IT Manager at a tech company with 5,001-10,000 employees
The price is high, and it limits user accessibility.
IT Software Architect at ANAC - Autorità Nazionale Anticorruzione
ServiceNow's pricing can be justified if more functionality is required.
ServiceNow Developer at Bangmetric services pvt ltd
ServiceNow does come with a price.
Associate Vice President at Wissen infotech
ServiceNow is expensive for all regions.
Security Architect at وزارة الثقافة Ministry of Culture
 

Valuable Features

GitLab excels with a user-friendly interface, robust CI/CD, strong integrations, security, automation, and multi-cloud support for developers.
ServiceNow provides flexible, customizable IT solutions with robust reporting, automation, and seamless incident management, suitable for diverse businesses.
As we implement automated testing and DevSecOps, it speeds up the process by forty to sixty percent.
Platform Engineer & Manager at a computer software company with 51-200 employees
The Ultimate version offers enhanced features for security scanning through DAST and SAST analysis, which have greatly benefitted our project workflow.
IT Software Architect at ANAC - Autorità Nazionale Anticorruzione
By integrating GitLab as a DevOps platform, we have enhanced agility, improved our time to market, and different teams can work collaboratively on various projects.
Manager, Engineering at 7-Eleven
ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.
ServiceNow Developer at Bangmetric services pvt ltd
Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.
Security Architect at وزارة الثقافة Ministry of Culture
The features of ServiceNow that I find most valuable include its ability to easily access ticket details if you know the ticket number, monitor the timeline of when the ticket was created, and see the current status.
IT infra Admin at synu
 

Categories and Ranking

GitLab
Ranking in Rapid Application Development Software
11th
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
91
Ranking in other categories
Application Security Tools (11th), Build Automation (1st), Release Automation (2nd), Static Application Security Testing (SAST) (9th), Software Composition Analysis (SCA) (4th), Enterprise Agile Planning Tools (2nd), Fuzz Testing Tools (2nd), DevSecOps (1st)
ServiceNow
Ranking in Rapid Application Development Software
2nd
Average Rating
8.6
Reviews Sentiment
6.8
Number of Reviews
224
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 January 2026, in the Rapid Application Development Software category, the mindshare of GitLab is 2.7%, up from 2.4% compared to the previous year. The mindshare of ServiceNow is 7.2%, down from 11.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Rapid Application Development Software Market Share Distribution
ProductMarket Share (%)
ServiceNow7.2%
GitLab2.7%
Other90.1%
Rapid Application Development Software
 

Featured Reviews

BasilJiji - PeerSpot reviewer
System Engineer at a retailer with 10,001+ employees
Role-based workflows have transformed daily deployments and improve team collaboration
GitLab has role-based access control, so when a team member needs to make a code change, they cannot directly apply it to the environment but must put in a merge request. Once a senior reviews the code and approves it, then it is implemented across the environment, making it safer and allowing everyone to experience the process. The best features GitLab offers are version control and automation, which are the major things that stand out to me. When it comes to access, the login is very smooth, with just one login integrated with our Okta, allowing everyone to log in easily. Deployments become much easier, and that is how GitLab helps. The automation features make my work easier because we use a tool called AWX, which is connected to GitLab. Whenever we run a job on AWX, it directly checks the code and uses it. Since the code is not preserved locally but kept in the cloud, it is safe and nobody can tamper with it. When it comes to safety, that is a major thing. Automation features allow the code to be accessed from any tools we use, so the jobs we run are helping tremendously and doing their work perfectly. For pipeline tasks, we have created a significant amount of pipelines, which are all hosted in GitLab. Running the pipelines has become much easier, and they are doing a perfect job, helping tremendously in our day-to-day activities. GitLab has positively impacted my organization because previously we stored code locally on servers, leading to many risks. Since GitLab came into our environment, our integration and deployments became much easier, helping our work become much smoother. Improvements from GitLab have led to better team collaboration because when several people are working, they can all edit the code and submit it as a merge request, and once approved, it reflects directly to the main branch. Many can work at the same time. When it comes to deployments, deploying has become much faster since we started using GitLab, and even if errors occur, we can spot them easily and troubleshoot, which has helped tremendously.
SP
General Manager at sPerception IT
Adopting flexible workflows with customized automation delivers measurable benefits
There are things that I would like to see improved in ServiceNow, such as the pricing, as it is a very costly solution compared to other tools. Additionally, its presence in the local market is very limited; in Pakistan, for example, I don't see any vendor or distributor of ServiceNow available. They need to increase their sales spectrum globally so people can easily access them and engage them for client meetings and more. From a functionality perspective, the features in ServiceNow are acceptable as, at the moment, the ITSM modules rank highly, being 13 plus Pink Elephant certified, which is a good aspect to have. When providing advice to users, I would suggest they consider making strategic decisions about their per user pricing since it is very high. In our region, people normally start with 5 to 10 users, but the per user price is quite steep. Moreover, ServiceNow does not charge based on data uploaded or downloaded, so they should reconsider their pricing and data policies to align better with the financial capabilities of the region.
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Computer Software Company
12%
Government
11%
Manufacturing Company
11%
Financial Services Firm
12%
Manufacturing Company
10%
Computer Software Company
9%
Government
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business36
Midsize Enterprise10
Large Enterprise46
By reviewers
Company SizeCount
Small Business55
Midsize Enterprise35
Large Enterprise166
 

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?
The setup cost was moderate and not very high. For GitLab SaaS, the initial setup cost was minimal, while self-managed GitLab involved infrastructure, VM storage backups, runner configuration, and ...
What needs improvement with GitLab?
A pain point I have encountered with GitLab is that large GitLab-ci.yml files become hard to read and maintain. YAML syntax is strict, and errors are easy to make, while debugging pipeline logic ca...
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
No data available
 

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 2025.
881,082 professionals have used our research since 2012.