ServiceNow vs VMware Aria Automation comparison

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17,234 views|10,371 comparisons
91% willing to recommend
VMware Logo
8,238 views|4,830 comparisons
93% willing to recommend
Comparison Buyer's Guide
Executive Summary

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).
To learn more, read our detailed IT Service Management (ITSM) Report (Updated: May 2024).
772,649 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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."

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"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."

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Cons
"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."

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"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."

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Pricing and Cost Advice
  • "The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify."
  • "It has a higher cost compared to local/regional solutions."
  • "We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."
  • "It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost."
  • "ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."
  • "ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably."
  • "Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."
  • "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."
  • More ServiceNow Pricing and Cost Advice →

  • "From the customer perspective, the value was worth it."
  • "I'm very interested in the integration with Puppet. However, my organization doesn't have the funding for something like Puppet right now. If VMware would integrate that feature set (Puppet) into vRA. That would be very awesome."
  • "Better pricing is always handy, but I feel it's at the right price point."
  • "We have seen significant ROI. We used to have physical servers, it took 90 days to get a server, order it, buy it, and get it in. We have it down to 10 minutes, building a server with virtualization, and now that's too slow. So, we let the customer do it at their speed. Therefore, it is pretty much up in a couple of minutes and they have a server."
  • "The solution has helped to increase infrastructure, agility, speed, and provisioning in the time to market."
  • "There is confusion between licensing levels. There are three different licensed versions of vRealize Automation, and there are different things which can happen in each of them."
  • "vRealize automation really should be a front door to the whole VMware suite of products."
  • "As far as value is concerned, it has been essential to our environment. We have been able to deploy VMs quickly and the developers have their own sandbox, so they can spin up and destroy VMs at their own will."
  • More VMware Aria Automation Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: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 the… more »
    Top Answer: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… more »
    Top Answer:The solution has a user-friendly interface.
    Top Answer:vROP is a virtualization management solution from VMWare. It is efficient and easy to manage. You can find anything you need from the software interface. It provides complete visibility over… more »
    Top Answer:When it comes to VMware Aria Automation, you have three choices for free runs Hands-on Lab (HOL) Advanced lab A free trial I cannot describe in detail the second and third options as my company… more »
    Top Answer:I was looking at VMware Aria Automation case studies recently and I got the impression that three main kinds of companies were using it most often Social organizations Financial institutions and… more »
    Ranking
    Views
    17,234
    Comparisons
    10,371
    Reviews
    23
    Average Words per Review
    420
    Rating
    8.4
    1st
    out of 75 in Cloud Management
    Views
    8,238
    Comparisons
    4,830
    Reviews
    16
    Average Words per Review
    590
    Rating
    7.8
    Comparisons
    Also Known As
    VMware vRealize Automation, vRA, VMware DynamicOps Cloud Suite
    Learn More
    Overview

    ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

    ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

    ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

    “The Smarter Way to Workflow”

    ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

    ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

    ServiceNow offers service management software for industries including:

    Cloud services
    Education
    Financial services
    Government
    Healthcare
    Manufacturing
    Telecommunications

    Reviews from Real Users

    PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.

    VMware Aria Automation is a cloud management tool that allows companies to simplify their cloud experience through a modern automation platform. The solution is designed to deliver self-service clouds, multi-cloud automation with governance, and DevOps-based security and infrastructure management. It helps organizations improve IT agility, efficiency, and productivity through its various features. 

    VMware Aria Automation has multiple use cases that include the following:

    • Self-service multi-cloud: VMware Aria Automation can be used to deliver consistent self-service consumption. Another use case in this area is for delivering infrastructure across VMware Clouds as well as public clouds.

    • Multi-cloud governance: The solution can be used to manage cost, performance, networking, configuration, and security at scale for multi-cloud environments. VMware Aria Automation offers all this with an everything-as-code approach.

    • DevOps for infrastructure: Through VMware Aria Automation, companies can enable a powerful infrastructure as code platform with support for iterative development and infrastructure pipelining.

    • Kubernetes automation: Users can utilize VMware Aria Automation to automate the management of Kubernetes clusters and namespaces with support for vSphere with Tanzu.

    • Security operations: VMware Aria Automation facilitates event-driven automation to deliver full-service IT system compliance enforcement and vulnerability remediation.

    VMware Aria Automation Features

    VMware Aria Automation has various features that allow users to easily perform operations. Some of the solution's capacities include:

    • VMware Cloud agnostic template: This feature allows organizations to use a single cloud template to deploy with Infrastructure as a Code. Deployment options include VMware Cloud as well as major public cloud platforms such as Amazon AWS, Microsoft Azure, Google Cloud, and more.

    • Extensibility and customization: This VMware Aria Automation feature allows users to get full extensibility and customization. This can be achieved through Aria Automation Orchestrator, Action-Based Extensibility (ABX), and built-in integrations with common third-party tools.

    • Self-service multi-cloud: This feature enables users to request and provision infrastructure resources. It can be done across clouds using a unified and consistent Infrastructure as a Service (IaaS) consumption layer, idempotent REST API, and self-service catalog.

    • Centralized policies and governance: VMware Aria Automation offers a feature for users to manage multiple clouds with templatized cloud and policy definition, automated remediation, and cloud environment visibility.

    • Configuration management: Through this feature of the product, day 1 and 2 control can be achieved for virtualized and cloud environments. This can be done with intuitive configuration automation, compliance enforcement, and vulnerability remediation.

    • Infrastructure pipelining: Through this feature, organizations can access user-friendly release automation pipelines. They can be specifically tailored for CI/CD in infrastructure use cases.

    VMware Aria Automation Benefits

    VMware Aria Automation offers its users various benefits. Some of the biggest advantages that the solution brings to companies that utilize it include:

    • VMware Aria Automation provides faster time to market for companies through offloading manual tasks with advanced workflows and agile templating.

    • The solution offers high levels of security and control.

    • This product is suitable for beginners, as it offers a self-service consumption experience for users.

    • VMware Aria Automation accelerates innovation through Infrastructure as Code and DevOps principles.

    • The product provides users with flexibility, as it is compatible with the most popular public cloud solutions.

    • The solution offers fast deployment because of all natively integrated functions.

    Reviews from Real Users

    Awais J., CTO/CEO at a tech services company, likes VMware Aria Automation because it saves a lot of time, provides more visibility, and has extensive automation capabilities.

    An IT consultant at a government rates VMware Aria Automation highly because the product gives you flexibility to analyze and consume resources.

    Sample Customers
    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    
    Rent-a-Center, Amway, Vistra Energy, Liberty Mutual
    Top Industries
    REVIEWERS
    Computer Software Company17%
    Financial Services Firm15%
    Manufacturing Company11%
    Insurance Company8%
    VISITORS READING REVIEWS
    Educational Organization22%
    Computer Software Company11%
    Financial Services Firm10%
    Government7%
    REVIEWERS
    Financial Services Firm18%
    Healthcare Company15%
    Comms Service Provider11%
    Government9%
    VISITORS READING REVIEWS
    Financial Services Firm15%
    Computer Software Company14%
    Government9%
    Manufacturing Company8%
    Company Size
    REVIEWERS
    Small Business20%
    Midsize Enterprise15%
    Large Enterprise65%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise30%
    Large Enterprise55%
    REVIEWERS
    Small Business12%
    Midsize Enterprise9%
    Large Enterprise79%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise14%
    Large Enterprise69%
    Buyer's Guide
    IT Service Management (ITSM)
    May 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: May 2024.
    772,649 professionals have used our research since 2012.

    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.