We performed a comparison between ServiceNow and VMware Aria Automation based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."Great that it's knowledge-based and you can use the flows in ServiceNow."
"In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it."
"ServiceNow is easy to use and has a user-friendly interface."
"A workflow automation platform that's reliable, performs well, and has good reporting and integration."
"It's easy to integrate. For instance, yesterday we closed the integration with SAP for the IP business management module to manage the forecast of projects. We created an interface between ServiceNow and SAP to control projects for accounting and on the forecast of the project. It was really easy. We don't have any problems with ServiceNow at the moment. As a company, they are improving constantly."
"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"This solution is a single-storage for our user community to submit help desk tickets."
"It is robust and very user-friendly."
"The setup is getting better with each version."
"The setup was complex in many ways. The first reason is that we have many teams who work on it so it gets complicated gathering all of the people. The second reason is that it can be complicated to install it quickly, within a reasonable amount of time."
"The setup was straightforward. We upgraded to a newer version seamlessly. It worked really well."
"Among the valuable features are the ease and speed of creating the VMs. Originally, we provisioned them manually and it would take us two days to do the provisioning... but with the automation, we are able to provision a VM with the click of a button, within seconds. It cut down on the time as well as cut down on the expense and employee cost in provisioning."
"The product's most valuable features are ease of automation."
"The most valuable features are that it's multi-tenant and the ability for scale."
"Using the VMware vRealize self-service portal, we can better manage the lifecycle."
"We've seen that typically, the people who are provisioning VDIs and server VMs can now utilize most of their time towards other projects and moving the environment forward, instead of just hammering out virtual machines all day."
"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 standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."
"The user interface for accessing assistance sometimes disconnects."
"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."
"In an upcoming release, there should be more administration tools."
"The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag."
"Some enhancements to the self-service platform would be helpful. That part is still a little barebone... Also, the mobile app is not bad, but it's limited."
"Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge."
"Automation or scripting should be simplified so that administrators who are not experts can have a better grasp of automation."
"The initial setup was complex because we have a high availability cluster. Especially when it comes to upgrades, we have a lot of downtimes and problems. The upgrade experience has been painful."
"I'm not wanting any particular feature; but there should be cost reductions. VMware comes at a high cost, and that's why we are in the process of transitioning to a more affordable alternative."
"The initial setup was not straightforward. It was not simple, and we had a PoC. We had VMware help us deploy it, and it took them an exorbitant amount of time."
"The stability is why I rated it a seven and not higher. There were several cases where we had to restart some services because it wasn't working correctly anymore. People cannot extend their machine or replay their machine. There is no alert to say that there is a problem and that we should stop the service. The monitoring system is not very good."
"The initial setup is very complex because we have a bunch of customization workflows. They were built-in features that we had to program as code with Orchestration."
"It would be nice in the next release if they added in tool tips. Whether you're putting it together, adding a blueprint, or you're making a change in the system, highlighting or selecting something and having it tell you what it does or what it will do would be nice. Because it's such a complex system, it's hard to work with unless you've been using it for years to know what everything is doing."
"Normally, on the first call to technical support, you don't get the right person. The log analysis takes a long time. This is something which should be improved."
ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews while VMware Aria Automation is ranked 1st in Cloud Management with 133 reviews. ServiceNow is rated 8.4, while VMware Aria Automation is rated 8.0. The top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". On the other hand, the top reviewer of VMware Aria Automation writes "Allows for a lot of orchestration or customization within our environment to suit our customers". ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, Appian and IBM Maximo, whereas VMware Aria Automation is most compared with Red Hat Ansible Automation Platform, VMware Aria Operations, vCloud Director, Morpheus and IBM Turbonomic.
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.