ServiceNow vs VMware Service Manager [EOL] comparison

ServiceNow and Broadcom are both solutions in the IT Asset Management category. Additionally, 92% of ServiceNow users are willing to recommend the solution, compared to 80% of Broadcom users who would recommend it.

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Executive Summary

We performed a comparison between ServiceNow and VMware Service Manager [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Lansweeper, Qualys and others in IT Asset Management.

To learn more, read our detailed IT Asset Management Report (Updated: July 2026).

Buyer's Guide

IT Asset Management

July 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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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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Kenny LY

Head Of Information Technology at ALAINE FORWARDING

It is stable and has useful features, but the automation feature needs improvement

All of the features are very suitable for us. It is also a stable solution Its automation feature needs improvement. They can include the vRealize Automation feature in this solution. I have been using VMware Service Manager for more than six years. It is stable. Its scalability is good, but…

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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

"Automated data processing is the most valuable feature of Automation Anywhere."

"There are many features that are valuable including Whatsapp messages, OCR, and image recognization, but I have not tried all of them."

"On average, the return that I've seen is about three dollars for every dollar spent on RPA."

"I have been using this solution for a while now, and I think that it is a very good platform."

"One of the benefits my organization has seen from these features is productivity in two ways: I am able to save a lot of time because of the automation, I do not need manual intervention anymore as manual intervention has been cut down by ten to fifteen percent, and the productivity gains have been substantial."

"We have increased our productivity internally by using RPA with our employees who are completing the same tasks every day."

"Unattended use is its most valuable feature."

"Automation Anywhere is an easy application to learn."

More Automation Anywhere pros

"One of the biggest features is its flexibility."

"It allows us to filter the data, create graphs, and get detailed reports."

"The main features of ServiceNow that I use are incident approval management and the ability to link all the information we receive from the finance bureau service."

"Now we have invested the time in the CMDB, we've invested the time in a portal and catalog items and now we're moving towards automation and things, and we're able to stay a lot more current a lot faster because ServiceNow is doing the work to keep the platform updated, whereas we can just continue to provide value that is specific to us and what we're trying to do."

"To me, just the initial interface is very intuitive and user-friendly and I think it's just going to be yards ahead of what we've been doing previously."

"For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive."

"The development aspects within it are valuable, including incident, change, and problem, and it has given us one pane of glass to look at a lot of stuff, which has opened a lot of eyes to our IT department."

"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."

More ServiceNow pros

"It provides us with improved maintenance cycles."

"The Service Desk module and the Workflow module, which is extremely powerful."

"We have installed a physical server for failover; we need to configure cluster on everything, but with VMware, we do not need to cluster because we automatically get seven physical nodes failover and if one fails we have no issues."

"Simplicity and flexibility are its major plus points making it a leading industry solution for deploying cloud environments."

"It provides us the following: A better utilisation of the hardware, more flexibility, improved maintenance cycles, and a system overview."

"All of the features are very suitable for us. It is also a stable solution."

Cons

"To improve the product, one aspect that Automation Anywhere can work on is archiving legacy data effectively. Currently, data older than current versions remains on the server, slowing the system down."

"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."

"As a business user, I would like to have a feature wherein the bot is run on demand, whenever an email with a specific keyword or whenever a specific pers sends an email to the bot's email address."

"The data migration could be better."

"Automation Anywhere can include database commands like insert row, bold row, etc commands in 11.x"

"It is not as easy to implement as advertised. It is difficult across the board. It is difficult for technical and non-technical users."

"Although Automation Anywhere is a GUI-based platform with drag-and-drop functionality, non-technical business users struggle to implement it due to the complexities of operationalizing automation within a business context."

"I would suggest going with Microsoft Power Automate rather than Automation Anywhere because Power Automate's cloud flow is easier to use."

More Automation Anywhere cons

"It could be easier to use. It's a bit complicated and the user experience isn't exactly easy."

"We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards."

"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."

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

"There are sometimes challenges with the portal being a bit confusing for new users. The implementation of the portal and workspaces is quite different, and improvements in this area would be beneficial."

"We are not supposed to access outside our network."

"There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting."

"You can make the tool do anything, which may not always be a good thing."

More ServiceNow cons

"Graphical User Interface looks a little bit old-school."

"Its automation feature needs improvement. They can include the vRealize Automation feature in this solution."

"It needs to improve user roles and access rights."

"Still new in the market and a lot of its features are still not yet explored."

"Not a ten because the price is high."

Pricing and Cost Advice

"The licensing cost is approximately $4,000 USD, which is a seed license."

"We save 34,000 hours of time per year and have recouped up to $6000 in lost revenue."

"Price is where I'm least satisfied. Other vendors are more willing to offer discounts."

"It is reasonable, but it can always be a little bit cheaper."

"From my experience, I can say that the initial setup cost is easily recovered over a period of time once the bots start running in production."

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

"The pricing and licensing are definitely moderate to costly but easily recoverable by achieving ROI quickly."

"Automation Anywhere's pricing falls within the mid-range, but the long-term benefits outweigh the initial investment."

More Automation Anywhere pricing and cost advice

"In Tunisia, the companies find the licensing costs to be expensive."

"The solution is expensive."

"They could be more competitive with their licensing."

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

"The CapEx version is great."

"The licensing expenses are excessively high."

"The licenses are expensive."

"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."

More ServiceNow pricing and cost advice

"The price depends on different enterprises. As compared to Citrix, VMware is reasonable."

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Construction Company

11%

Manufacturing Company

11%

Outsourcing Company

10%

Financial Services Firm

11%

Manufacturing Company

10%

Government

Computer Software Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	81
Large Enterprise	558

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

No data available

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

Microsoft Power Automate vs Automation Anywhere

Compared 9% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

IBM Maximo Application Suite vs ServiceNow

Compared 6% 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

Eracent Enterprise Entitlements Management vs VMware Service Manager [EOL]

Compared 24% of the time

CA Asset Portfolio Management vs VMware Service Manager [EOL]

Compared 24% of the time

More VMware Service Manager [EOL] Competitors

Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

ServiceNow

July 2026

Download ServiceNow product report

Buyer's Guide

IT Asset Management

July 2026

Download VMware Service Manager [EOL] 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

ServiceNow

Demo not available

Broadcom

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

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

VMware Service Manager automates IT Service Management by providing a powerful workflow engine to drive IT Service processes.

Broadcom

Sample Customers

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

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, Lansweeper, Qualys and others in IT Asset Management. Updated: July 2026.

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