We performed a comparison between ServiceNow and VMware Service Manager based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, BMC, Freshworks and others in IT Asset Management."Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports."
"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"We always get good support."
"This solution is a single-storage for our user community to submit help desk tickets."
"We have found change management and CMDB to be very useful."
"Everything about the schema, including the design of ServiceNow, is great."
"It is user-friendly and simple to use."
"A workflow automation platform that's reliable, performs well, and has good reporting and integration."
"We have installed a physical server for failover. We need to configure cluster on everything. But with VMware, we do not need to cluster. We get automatically seven physical nodes failover. If one fails we have no issues."
"It provides us with improved maintenance cycles."
"All of the features are very suitable for us. It is also a stable solution."
"The asset management application could be improved. They have a lot of the infrastructure built, but it does not come with already made compatibility with some of the most popular vendors, such as Cisco and Microsoft. You have to fix it yourself."
"The customer service of the product right now isn't very good. It's an aspect they really need to improve."
"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."
"I do not like the user interface."
"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."
"if I consider from the IT operations management side, ServiceNow is pretty premature on some things, especially the discovery, while the other tools like Micro Focus and BMC Remedy, those that have been in the market for quite some time. ServiceNow is evolving itself in the discovery piece of the future."
"Complexities in the organization made the initial deployment complex."
"The challenge with ServiceNow lies in its expansive portfolio of services. It can be complex, and users may find it expensive and challenging to understand. There is a need for a configurator within ServiceNow that guides users on how to utilize the tool effectively. This configurator should provide insights into licensing, team requirements, and the best licensing model based on whether companies prefer ownership or consumption-based models."
"Not a ten because the price is high."
"Its automation feature needs improvement. They can include the vRealize Automation feature in this solution."
"It needs to improve user roles and access rights."
Earn 20 points
ServiceNow is ranked 1st in IT Asset Management with 210 reviews while VMware Service Manager is ranked 23rd in IT Asset Management. ServiceNow is rated 8.4, while VMware Service Manager is rated 7.2. 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 Service Manager writes "It needs to improve user roles and access rights. It provides us with improved maintenance cycles". ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian, whereas VMware Service Manager is most compared with BMC Remedy .
See our list of best IT Asset Management vendors.
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