Compare ServiceNow vs. VMware Service Manager
ServiceNow is ranked 1st in IT Asset Management with 21 reviews while VMware Service Manager is ranked 9th in IT Asset Management with 1 review. ServiceNow is rated 8.4, while VMware Service Manager is rated 5.0. The top reviewer of ServiceNow writes "Discovery has reduced the time to build/deploy devices within our environment". 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, JIRA Service Desk and Zendesk, whereas VMware Service Manager is most compared with ServiceNow.
Sponsored | ||
Most Helpful Review | ||
 Find out what your peers are saying about ServiceNow, CA (A Broadcom Company), BMC and others in IT Asset Management. Updated: December 2019. 384,147 professionals have used our research since 2012. | ||
Quotes From Members
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
Pros | ||
My organization now understands what type of products they have: warranties, how long the warranties last, depreciation. We never really knew what our depreciation values were, so it was really nice to have that on hand as well. It gives us a better view of our hardware, which is really beneficial. Reduces software cost. Reduces the risk of software audits. Also, the software you have, you can monitor for end of life. If you have software that is end of life, then you can have it uninstalled and buy the new software, so you can make sure that you're not running into vulnerabilities with unsupported software in your environment. You could also look for software that is no longer being used and you can re-deploy the software, so then you save from a purchasing standpoint because you don't have to buy the software again. You build the items one time and then you have your discovery that's coming in and the system will let you know whether or not you're out of compliance. They're staying up to date as vendors make changes to how they want to manage the software. CA is usually really quick about getting those updates in the system. Enables me to know where an asset is at any point during its lifecycle: How old it is, who it belongs to, and where it's at within that lifecycle. | The most valuable feature is that this is a Cloud solution. This solution is a single-storage for our user community to submit help desk tickets. Easy to integrate with third-party applications. 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. HR Case Management and Customer Service Management are two of the key areas which clients are using. Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device. I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy. Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow. | It provides us with improved maintenance cycles. |
Cons | ||
I'd like to see more mobile. I'd like to have it actually manage mobile devices. It really doesn't, and I'd like to have a mobile application just for asset management. The UI, even though they upgraded the UI, it's still kind of dated, it's a little bit convoluted to use. It's not like something that you can sit down and automatically understand how to use it. It needs ​stronger rebooting components and the ability to develop our own software metrics. CA SAM is not a CA product. The vendor is Aspera and CA is the distributor, so support is difficult. It's more difficult to get a good response. Keeping the catalog updated and having more titles in the catalog is helpful, because the more items that are in the catalog, your process goes faster because you don't have to manually build all the entitlements. I would like to see more control over audit trail features, where you can turn on and off fields. I'd like to see end-of-life information on software products. | Transparency in the pricing model needs to be improved. I do not like the user interface. It's missing monitoring capabilities. For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration. HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module. Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential. The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding... 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. | It needs to improve user roles and access rights. |
Pricing and Cost Advice | ||
Information Not Available | The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs. 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. Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive. 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. 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. It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost. 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 has a higher cost compared to local/regional solutions. | Information Not Available |
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Top Comparisons | ||
 Compared 54% of the time.  Compared 30% of the time.  Compared 16% of the time. |  Compared 22% of the time.  Compared 5% of the time.  Compared 5% of the time. | Compared 100% of the time. |
Also Known As | ||
| CA Asset Manager, ITAM, IT Asset Manager, CA SAM, CA Software Asset Manager, Asset Portfolio Management, Asset Portfolio Manager | ||
Learn | ||
| CA (A Broadcom Company) | ServiceNow | VMware |
Overview  | ||
CA Asset Manager gives you the confidence to deliver real business value throughout the asset lifecycle by enabling essential business functions such as Learn More: https://www.ca.com/us/products... | Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.(TM) | VMware Service Manager automates IT Service Management by providing a powerful workflow engine to drive IT Service processes. |
Offer | ||
Learn more about CA IT Asset Manager | Learn more about ServiceNow | Learn more about VMware Service Manager |
Sample Customers | ||
| First Horizon National Corporation, Logicalis, Racing and Wagering Western Australia | 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, CA (A Broadcom Company), BMC and others in IT Asset Management. Updated: December 2019.
384,147 professionals have used our research since 2012.
See also ServiceNow Reviews, VMware Service Manager Reviews, and our list of Best IT Asset Management Companies.
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