We compared Pega BPM and ServiceNow based on our users’ reviews in four categories. After reading the collected data, you can find our conclusion below.
Comparison of Results: Based on the parameters we compared, ServiceNow seems to be the superior solution. The main difference between these products comes from the tools that ServiceNow users can employ to create whatever they deem necessary. Pega BPM’s features are not as powerful in this regard.
"The initial setup is pretty straightforward."
"This is a customizable product."
"Allowed us to develop and quickly release with confidence using cloud technologies."
"It is easy to use, easy to understand, easy to implement and easy to enhance and we can do it as a Cloud. Also it is very user friendly."
"The most important features of Pega BPM are case management and claims management, and soon they'll also be offering claims processing. I also love Pega BPM in terms of performance. It's also one of the very few user-friendly solutions in the market. It may take some time to learn Pega BPM, but once you get a proper handle on it, tracking and managing processes become very easy anytime, anywhere. Pega BPM also has very good documentation you can use to learn the solution. Pega has a community portal that has complete information and explanations, and if you're facing a challenge, you can post your challenge on the community portal and get a resolution at the same time."
"Pega BPM's most valuable feature is the use of CDX to solve problems."
"I have a lot of experience in this kind of industry, and Pega is one of the best solutions in terms of performance, capabilities, and the way we develop."
"There is a feature to accelerate the development so that business analysts can directly create their user stories and assign the task to the developers."
"You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports."
"The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics."
"It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents."
"Within our organization, we're not finding really any major issues with scalability and things of that nature."
"The pricing of the product is quite good. It's not too expensive."
"ServiceNow is an industry leader in multiple areas and provides an excellent ROI."
"I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving... It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We will like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide."
"This solution is a single-storage for our user community to submit help desk tickets."
"The unit testing needs to improve, as well as the user interface."
"Compared to other BPM products, the interface is somewhat complex, so the usability could be improved."
"The workflow automation can be slow, so there is room for improvement there."
"The training aspect of Pega BPM requires significant enhancement. There should be more opportunities for third-party training and engaging events, such as hackathons where individuals can share their expertise. Additionally, the training structure itself should be more organized, as I have received feedback from my colleagues in the COE that the current training approach is overwhelming and requires excessive referencing to obtain accurate information. Another area for improvement would be the user experience with regard to RPA. Simplifying the IDA for citizen developers would make it easier for them to adopt the RPA tool."
"Its implementation in the public sector was a bit complex."
"Pega BPM could be improved by including token-based authentication and extending its integration options."
"Reporting is not so clear and not so great. We really struggle to get the right reporting. When we need reporting based on the content of the tickets, we are not able to get it. The MIS reporting is not great. That's one of the reasons why we are switching to ServiceNow. Its compatibility with the higher versions of Internet Explorer should be improved. It really works well in Mozilla Firefox or any other browser, but when it comes to Microsoft Edge or Internet Explorer, sometimes, the layout gets disturbed. The positioning of the buttons changes, and there is some distortion in the layout. I am not sure whether it is our configuration problem or Pega's, but when it is working in Mozilla Firefox, it should also work in Microsoft Edge or Internet Explorer."
"Currently, there isn't any feature I want to be added in the next release of Pega BPM because Pega always adds new features that my team welcomes and looks forward to learning. One area for improvement in the solution is the long learning curve, but after that, you'll find Pega BPM easy to use."
"The Software Asset Management feature can be improved. We would like to see more features for the Software Asset Management functionality. Its price can also be better. It is currently more expensive than other solutions."
"We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need."
"The product’s standard user experience is not the best."
"In an upcoming release, there should be more administration tools."
"The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."
"The discovery of assets could be improved; right now they only allow for one domain."
"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."
"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."
Pega BPM is ranked 7th in Rapid Application Development Software with 57 reviews while ServiceNow is ranked 4th in Rapid Application Development Software with 212 reviews. Pega BPM is rated 8.2, while ServiceNow is rated 8.4. The top reviewer of Pega BPM writes "Fastens application development and has all the features to meet the requirements of our customers". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Pega BPM is most compared with Camunda, Appian, Microsoft Power Apps, IBM BPM and OutSystems, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, IBM Maximo, Appian and Microsoft Dynamics CRM. See our Pega BPM vs. ServiceNow report.
See our list of best Rapid Application Development Software vendors.
We monitor all Rapid Application Development Software 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.