ServiceNow vs. UiPath: Which Might Be Better Suited for Your Organization?

ServiceNow vs. UiPath: Which Might Be Better Suited for Your Organization?

Find out the key differences between ServiceNow and UiPath to determine which platform is the best fit for your organization.

ServiceNow vs. UiPath: Which Might Be Better Suited for Your Organization
ServiceNow vs. UiPath: Which Might Be Better Suited for Your Organization

From customer service to enterprise operations, organizations are always looking for the most suitable solution in order to improve their efficiency and output. There are different solutions that can help the particular needs of your organization. Let us dive deep and compare two popular enterprise platforms, ServiceNow and UiPath, in this blog.

Both ServiceNow and UiPath are quite popular among organizations because of their value and capabilities for enterprise needs. However, you must distinguish between both tools to identify the right solution.

What is ServiceNow?

Let’s start with ServiceNow. It is one of the most popular tools that many companies with enterprise IT needs trust. This is a cloud-based solution and can help a company manage its IT services, IT operations, and even IT business. This vast solution can allow any enterprise to take care of all its IT operations and services through a single platform.

Currently, ServiceNow is helping almost 80% of companies among Fortune 500. This platform-as-a-service provider is among the industry’s front-runners and can be versatile in how it helps your organization.

What is UiPath?

UiPath is a tool that helps companies with their productivity by taking care of repetitive tasks. It is a Robotic Process Automation (RPA) solution that companies can rely on for any recurring manual labor tasks. The solution is primarily popular in areas such as finance, human resource, customer support, and sales.

The use of RPA and AI makes UiPath popular among its competition, as it can intuitively learn, adapt, and operate many such tasks. Now let us compare the pros & cons of UiPath & ServiceNow to learn more.

When to use ServiceNow?

ServiceNow deserves serious consideration if someone is seeking an IoT operation or IT services management. This tool is versatile and vast for an array of IT services management. Some of the unique problems ServiceNow can solve for your company include:

  • IT services management: IT services management refers to taking care of IT services workflows while allowing VPs of IT to simplify how they monitor and control the IT experience for their employees through digital portfolio management, employee center, workforce optimization, and incident management.
  • IT Operations Management: ServiceNow also helps manage IT operations by taking care of visibility, insights, and automation in your IT infrastructure and operations. Through AIops, ServiceNow’s IT operations management can help optimize and resolve IT operations.
  • IT Business Management: Business management from ServiceNow refers to helping with the management of portfolios, enterprise resources, and even demand management. This area of service helps manage projects from the business perspectives and objectives.
  • Enterprise & IT Asset Management: ServiceNow also helps companies manage their enterprise assets and resources (Capex & Opex) along with their IT assets (hardware/software/infrastructure). Organizations can focus more on productive output through easy management of these assets.
  • Managing Customer Service: ServiceNow also allows companies to look after their customer support treatments and operations. This can refer to managing customer queries, support processes, and managing customer query analytics. ServiceNow can strengthen customer satisfaction by allowing easy management to support agents and improving their productivity.
  • HR Service Delivery (HRSD): ServiceNow’s HRSD features support HR service delivery, including employee onboarding, offboarding, case management, and employee self-service. It helps HR teams automate processes, improve service quality, and enhance employee satisfaction.
  • Compliance & risk management: ServiceNow can help organizations meet government compliance requirements. Through the platform, one can stay on top of any regulation needs to align their offerings and policies to comply. The solution also accounts for potential risks and implications. Through ServiceNow, customers can also verify their audit processes.

There are many more ways this vast and versatile tool can help your company. Some more of these features include Software Development Life-cycle management, vendor management, organization facilities management, and many more. The use of AI in operations makes ServiceNow an effective and all-in-one solution.

When to use UiPath?

On the other hand, if your need to manage IT operations is simpler, just to automate tasks, then UiPath might be a better fit. UiPath is a Robotic Process Automation (RPA) tool to automate repetitive actions through rule-based logic. Here is everything that UiPath can perform for your enterprise needs:

  • Customer Support: UiPath can help you offer a better customer experience with the help of automation. The tool can be helpful in responding to inquiries immediately, helping customers find the right information, or connecting with an agent as needed. The platform cuts down response time and improves the overall user experience.
  • Process Mining: UiPath helps enterprises to monitor their processes and data, to understand their business operations better. Process Mining can analyze enterprise patterns and provide business process insights. Process mining will also provide you with an idea of which processes one can improve and how it can help.
  • Task Mining: RPA can also be helpful in identifying different tasks that enterprise employees perform. UiPath can identify and recommend a better approach for each task that users perform. Performing repetitive tasks to boost productivity is a strong suit of UiPath. It allows employees to focus more on complex tasks than on repetitive simpler activities. 
  • Compliance and Regulations: Just like Service Now, UiPath can also help you automate your compliance needs by adhering to strict processes as per governing regulations. The RPA tool can go through stats, verify processes, and generate compliance reports to improve overall organizational efficiency and reduce risks.
  • Document management: UiPath can also use its software abilities to help you manage your documentation. The tool can process documents through AI to find relevant data and filter it for further activities. RPA can go through numerous files tirelessly to gain insights from images, videos, and even PDFs.
  • Automating finance & HR operations: This tool can help with different areas of business, including finance and HR. The solution can help with activities such as automated invoices, account statement generation, employee onboarding, employee performance stats, any personnel tasks, and creating reports.

Just like ServiceNow, UiPath can also help other divisions and operations for automation into IT services and supply chain management. As such, it is crucial to understand what you are looking for and which approach can best serve you best.

ServiceNow vs. UiPath: the comparison

While both platforms can clearly serve a unique audience, there are still certain areas where they can compare against one another, as given below:

1. Purpose:

The purpose behind both products is quite different. First, UiPath can take care of any repetitive tasks in your enterprise and accurately perform them. It can help with faster output and more productivity.

ServiceNow is quite different as it offers a platform for different organizational operation and management solutions.

2. Pricing:

Both ServiceNow and UiPath offer a unique custom pricing model depending upon the system services that you need. Both tools decide pricing based on their services, number of users, and level of customization.

3. Free Trial:

UiPath has a freemium model where they also offer a free trial for users to try and then purchase the product. ServiceNow does not have any such free trial provision.

4. User Interface:

UiPath has a simpler drag & drop interface for users that do not have extensive technical background. ServiceNow, on the other hand, offers plenty of user interface customization abilities, making it a trickier tool to use.

5. Deployments:

UiPath can be both a cloud-based solution as well as an on-premise solution. Allowing companies to use the tool as needed. ServiceNow is a cloud-based tool only and can not function without cloud infrastructure connectivity.

6. The target end application:

If you are looking to automate repetitive tasks or a set of them, then UiPath can be a better choice in comparison to ServiceNow. The key reason for the same is that ServiceNow offers a suite of solutions for enterprise IT needs, and it would underutilize the tool if it is used for a particular application like a customer support help desk.

7. An all-in-one solution:

On the other hand, ServiceNow’s versatile set of solutions can be your single point of service for any IT enterprise needs. However, UiPath’s automation is limited to certain operations and can not be as versatile.

8. Target company size:

UiPath is more suited to middle-level companies where automation abilities can help users scale quickly and allows them to focus on complex problems.

On the other hand, ServiceNow is ideal for big enterprises, helping them with different departments, managing customer service, and improving employee management in big entities.

9. Varying automation abilities:

To start with, UiPath is a task automation tool that allows employees to focus on essentials. It can help with tasks like managing report generation, scrap data, and accounting entries.

ServiceNow also provides automation as a part of its broader solution. ServiceNow’s automation can help analyze & automate processes, approvals, audits, reporting, and workflows for enterprise operational efficiency.

10. Integrations:

UiPath offers integrations with several tools that can benefit through its automation abilities. ServiceNow is now one of them; as such, ServiceNow users can integrate UiPath and benefit from the best of both tools.

Additionally, ServiceNow can also integrate with many more enterprise solutions, making it a central platform for big enterprises.

11. Available resources & user community:

ServiceNow & UiPath are quite famous in their area and have a massive user base. As such, both tools have a community of developers and users through various platforms, forums, and shared resources across the internet.

How to get started using ServiceNow & UiPath?

These two tools are quite easy to use as they provide vast information, resources, and tutorials. Users can easily set up both tools and integrate them with their existing ecosystem. Here is a step-wise plan to consider when you consider adapting to ServiceNow or UiPath:

Checklist to start using ServiceNow:

  1. Define clear requirements for your organization along with specific target output. Consider which solutions from ServiceNow can actually be helpful to your needs.
  2. Configure your cloud infrastructure on ServiceNow by customizing the system with unique workflows, processes, and security settings.
  3. Get in touch with ServiceNow support so they can assist you as you transition from another device. They can help you interface ServiceNow with your existing solution while retaining current data.
  4. Invite your employees and set necessary roles and responsibilities for different users within ServiceNow.
  5. Users can customize their workflows with ServiceNow as per their unique needs and requirements. Such custom workflows can help with custom tables, fields, and compliance needs.
  6. Integrate your ServiceNow with other solutions that can help your organization. ServiceNow’s wide integration capability can help you simplify and expand the platform as needed.
  7. Train your staff to learn, be familiar with, and use the platform to its full extent. ServiceNow’s wide community and user base can help your employees to troubleshoot any challenges.

Checklist to start using UiPath:

  1. Identify unique automation needs that your company or departments may benefit from by using UiPath. Such clarity on task automation can verify if UiPath can actually serve all your expectations.
  2. Deploy UiPath online or offline as per your need. UiPath solutions will provide you with a development environment and automation activities.
  3. Define your automation workflows with UiPath Studio so you can create rule-based instructions. These instructions define the processes and working of automation in organizations. The platform’s easy drag-and-drop user interface can help greatly with automation processes.
  4. Test the automation platform and identify if UiPath is working accurately as a replacement for manual efforts. Testing and verifying automation output can help identify errors and solve them immediately.
  5. You can implement your automation with UiPath Orchestrator, allowing you to control and schedule automation activities as needed.
  6. Verify & scale your automation workflow depending on the output of UiPath’s implementation. Slowly you can allow your users to focus only on the complex, sophisticated tasks as the regular mundane activities are taken care of.


In summary, the comparison between UiPath and ServiceNow is not really a contest, as they can both cater to unique organizational needs. It’s important that you define your problem statement clearly and then compare it with the potential goals of these platforms to choose your ideal enterprise solution.

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