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."The workflow makes things extremely efficient and it improves effectiveness."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"The most recent addition of SAM Premium is a game changer for many organizations."
"Change management is most valuable."
"I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."
"The solution integrates well with other products."
"It offers ready-built automation and simpler configuration for workflows."
"ServiceNow is very easy to set up."
"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."
"All of the features are very suitable for us. It is also a stable solution."
"It provides us with improved maintenance cycles."
"Performance could be improved."
"It's not user-friendly by default, but it can be customized to be customer-friendly."
"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."
"It's too complicated and there are too many options."
"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."
"They could improve license management, particularly when integrating different applications or toolsets."
"There should be greater integration with other enterprise applications. We're using Microsoft, Oracle, and other applications, and it would be good to have a greater integration on some of the immediate hiccups that you have with these services. It doesn't mean that when we have a problem with using another application, ServiceNow should be able to fix it, but ServiceNow should be able to alert us to things. There should be a bit more automation or integration."
"It's missing monitoring capabilities."
"Not a ten because the price is high."
"It needs to improve user roles and access rights."
"Its automation feature needs improvement. They can include the vRealize Automation feature in this solution."
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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