ServiceNow vs VMware Aria Operations comparison

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Executive Summary

We performed a comparison between ServiceNow and VMware Aria Operations 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: March 2024).
765,234 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
"ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support.""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.""In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow.""It provides internal clients with greater transparency about their projects and deliverables.""It's more about the ease of use of ServiceNow. Plus, everything is there in a single platform. If you need any additional functionality, you just need to enable the plugins without even installing anything on the servers""Being able to have the required information for project management is valuable. I've got multiple people accessing it, and I'm tracking tasks with percentages done. It allows me to have detailed notes and provides the ability to attach documents. I have used a lot of project management solutions, and there were gaps in terms of what was available. ServiceNow has got all the features and functionalities. It is a solid solution. It is also easy to get into and use. It is certainly highly scalable.""The most valuable feature is the flexibility of development for customization.""It uses a common base of data and allows different types of records to pull from that same base of data."

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"It does exactly what I program it to do at this point, which is to tell me if I've got machines running out of disk space or over-utilizing CPU or memory. The monitoring component of it is the most valuable feature.""The most valuable features are the Heat Maps, and the various graphs and reporting features it has.""The most valuable feature is the way you can look at your virtual machine and see if it's using too many resources or not enough, and you can add resources to it if you need to, or take some away to save on them.""We can actually use it to expand on other aspects of it by adding additional packs is really good.""The dashboards are really good. They give you a glimpse of what is really going on in your virtualized environment. The ability to create customized dashboards based on your needs is also great.""The performance for monitoring the VM is very good. Additionally, the solution is flexible.""The most valuable feature is how our metrics interact with each other. You can find what objects are needed and get all of the information about an object: How it works with the storage, CPUs, memory, and you can get an easy way to find the solution during troubleshooting.""It's pretty user-friendly. It is very intuitive, the layout is well-built, and the user experience is well-built. You look at the interface and you say, "Oh, I understand what these sections or what these categories of features do." For example, for reporting, there's a tab that says "Reporting." You click on it and there are all your reports. So the user interface is really well-designed to make it intuitive."

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Cons
"Before implementing this solution, you should have the ITSM model in place for chain management requests. That is a prerequisite because you cannot perform tasks without it.""It's not user-friendly by default, but it can be customized to be customer-friendly.""The technical support SLA can be improved because sometimes they take a long time to answer our queries.""The solution should offer better security when it comes to storing data.""Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow.""There should be fewer clicks and faster integrations between solutions.""They need to be providing vendors and implementation partners with materials and guidance on implementation.""It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses."

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"The what-if analysis section is not very advanced and there is a lot of room for improvement.""It is quite expensive and if you just implement it just because you can then you won't get any benefit from it. You have to think through and plan ahead. You have to understand what the issues are that you want to solve with this solution. Otherwise, this solution is a waste of money.""An area for improvement would be application-level monitoring.""There's a lot of stuff we want to do that we can't. I would advise someone considering this solution to take classes and get a lot of information because this solution may look simple but it's a lot harder than it seems.""It is sometimes quite hard to use. If I need details, there is a huge amount of information that I need to review. It isn't a three-click solution.""I sure don't find the solution to be intuitive or user-friendly. It takes a lot of time to get familiar with the interface. You've got to spend a lot of time poking around there, it's not very user-friendly. There have been improvements over the versions but, even still, there is a pretty steep learning curve for the product, in my opinion. In the latest and greatest version, there has been quite a bit of a step up from the last version, as far as the user interface goes. they are making improvements. So that's positive.""Where the product could improve would be the UI.""Technical support is good, once you pass the first level."

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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 →

  • "Don't overallocate! This means that you don't have to buy many hosts. You can save money that way."
  • "The pricing: It's expensive."
  • "Pricing is good for us. We're non-profit so we get a break on that."
  • "I would like to see a free offering. Cost is always a factor in any sort of line. Obviously, the value added is there and it's worth it."
  • "We have seen ROI in performance. It used to be our company was giving out eight CPUs to all servers. That was bad performance-wise. People were seeing slow compute times for their applications."
  • "Pricing could always be cheaper, but it's acceptable."
  • "vRealize Operations has proved to be a cost effective solution for our big environment."
  • "As we continue to implement it across multiple environments, it reduces costs as well."
  • More VMware Aria Operations 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 most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the progress of each resource or incident.
    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: In terms of user-friendliness, VMware Aria Operations is one of the best solutions out there. It is not overly complex to set up and you can rely on the technical support to provide you with… more »
    Top Answer:For me, the alerts features are the most unique part of this product, no matter the current name it uses. When they introduced the new version of VMware Aria Operations, they also introduced more… more »
    Ranking
    Views
    17,724
    Comparisons
    10,829
    Reviews
    23
    Average Words per Review
    458
    Rating
    8.4
    Views
    5,322
    Comparisons
    2,891
    Reviews
    28
    Average Words per Review
    457
    Rating
    8.3
    Comparisons
    Also Known As
    VMware vRealize Operations (vROps), vCenter Operations Manager, VCOPS, vRealize Operations
    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 Operations is a high-ranking virtualization management and cloud management tool that automates and simplifies IT management to the applications it supports. It achieves this through full-stack visibility from physical, virtual, and cloud infrastructure. The product allows users to enable self-driving IT operations management across private, hybrid, and multi-cloud environments. This is conducted with the unified operations platform that delivers continuous performance, capacity and cost optimization, and integrated compliance through artificial intelligence (AI) and machine learning (ML), and predictive analytics.

    VMware Aria Operations Use Cases

    VMware Aria Operations has several use cases, some of which include:

    • Continuous performance optimization: VMware Aria Operations allows users to assure application performance at a minimal cost, facilitated by real-time predictive analytics and artificial intelligence. The product can be used to automatically balance workloads, improve consolidation rations, optimize and rightsize workloads, and avoid contention.

    • Capacity and cost management: VMware Aria Operations can be utilized to reduce cost and improve efficiency with real-time ML-based capacity and cost analytics. The solution uses these tools to visualize cost savings opportunities and accelerate decision-making.

    • Intelligent remediation: This product can also be used to predict, prevent, and troubleshoot issues with actionable insights. Through other VMware integrations, users can streamline and centralize IT operations.

    • Integrated compliance: The solution can be utilized to reduce risk and enforce IT regulatory standards for VMware Cloud through integrated compliance and automated drift remediation.

    VMware Aria Operations Features

    The product has various features which users can utilize. Several of the features that the 2022 version of VMware Aria Operations introduced include:

    • Management pack builder: This feature is a no-code solution that allows users to expand their operations visibility to anywhere they wish. The builder allows users to connect to a data source using an HTTP or Amazon AWS data source, as well as to make API calls, create objects, and build out relationships with other objects in the product.

    • Public cloud basic actions: This is a set of features that allows VMware Aria Operations users to initiate actions automatically via the product's UI for AWS, Microsoft Azure, or GCP CE instances.

    • Rule-based application discovery: Through this new feature of the product, users can easily discover multiple applications running in all or specific areas of infrastructure and view associated resources. This can be achieved through simple user-defined rules, including discovering applications based on tags, object names, and properties.

    • Aria Operations capacity management: This feature allows organizations to view the results of what-if analysis based on their allocation model and specify business hours for capacity calculations.

    • Alerts: This is a set of features that include components called Conditions and Symptoms, which are used to alert different types of issues on the platform.

    • User access management: Through this feature, users can benefit from improved ways to configure in VMware Aria Operations with the introduction of scopes.

    • Support for raw device mapping storage: This feature allows users to get configuration details about their raw device mapping (RDM), such as disk sharing, compatibility mode, and SCSI Bus Sharing.

    VMware Aria Operations Benefits

    VMware Aria Operations brings various benefits to the organizations using it. Among them are the following: 

    • The product helps organizations reduce unplanned downtime and maximize return on investment (ROI) in hybrid and multi-cloud environments.

    • VMware Aria Operations simplifies management for hybrid clouds from migration assessments.

    • Users can benefit from an accelerated journey to VMware Cloud on AWS through this solution.

    • The product can be delivered on premises or as a service, providing flexibility for its users.

    • VMware Aria Operations can increase operational efficiency through monitoring and management features.

    • The solution accelerates decision-making through detailed cost analytics, which is visualized for users' convenience.

    • VMware Aria Operations allows users to both utilize standard compliance templates and create their own custom ones.

    Reviews from Real Users

    Mohamed N., a tech lead VMware support engineer at a tech services company, appreciates VMware Aria Operations because it is easy to use, stable, and support is always available.

    Mojtaba K., a senior system administrator at a comms service provider, values VMware Aria Operations due to the fact that its dashboards give you a glimpse of what is really going on in your virtualized environment.

    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    
    Science Applications International Corporation, Tribune Media, Heartland Payment Systems, Telkom Indonesia, Columbia Sportswear, iGATE, CSS Corp, Angel Broking, Adira Finance, Hipskind, Beiersdorf Shared Services, Innovate Mas Indonesia, Adobe, Cleveland Clinic Abu Dhabi , Join Experience S.A, Borusan Holdings, Department of Transport - Abu Dhabi
    Top Industries
    REVIEWERS
    Computer Software Company17%
    Financial Services Firm15%
    Manufacturing Company10%
    Healthcare Company8%
    VISITORS READING REVIEWS
    Educational Organization22%
    Computer Software Company11%
    Financial Services Firm10%
    Government7%
    REVIEWERS
    Healthcare Company18%
    Financial Services Firm15%
    Comms Service Provider7%
    Energy/Utilities Company7%
    VISITORS READING REVIEWS
    Financial Services Firm16%
    Computer Software Company15%
    Government9%
    Manufacturing Company6%
    Company Size
    REVIEWERS
    Small Business21%
    Midsize Enterprise15%
    Large Enterprise64%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise29%
    Large Enterprise56%
    REVIEWERS
    Small Business14%
    Midsize Enterprise16%
    Large Enterprise70%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise14%
    Large Enterprise69%
    Buyer's Guide
    IT Service Management (ITSM)
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: March 2024.
    765,234 professionals have used our research since 2012.

    ServiceNow is ranked 1st in IT Service Management (ITSM) with 210 reviews while VMware Aria Operations is ranked 1st in Virtualization Management Tools with 360 reviews. ServiceNow is rated 8.4, while VMware Aria Operations is rated 8.2. 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 Aria Operations writes "It has good stability, but the report-generating feature needs improvement". ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Microsoft Dynamics CRM, whereas VMware Aria Operations is most compared with VMware Aria Automation, VMware vSphere, IBM Turbonomic, Veeam ONE and Nutanix Prism.

    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.