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 most valuable features are case management and integration services."
"The solution is able to support the size and scale required."
"It is quite configurable, which is the most exciting feature. We can easily configure it as per our needs."
"The most valuable feature of Pega BPMI would be the academy courses, specifically the Product Development Network (PDN). Additionally, our organization has a dedicated Customer Engagement Team that we work closely with to achieve our goals."
"The case management is great."
"The ability to define processes, build reports, and get insights or analytics on data is most valuable. It is a powerful platform."
"Fast prototyping."
"The solution has very helpful technical support."
"I really like what they've done with their common service data model because now I can make a connection between the business process and technology."
"The analytics - we like to keep track of how much work everyone is doing."
"ServiceNow is very easy to set up."
"One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features."
"There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities."
"It uses a common base of data and allows different types of records to pull from that same base of data."
"ServiceNow was the first true enterprise to service management platform."
"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 initial setup takes time."
"There have been some performance scalability issues. Suppose you want to add more users. You go from, say, 800 users to 1,500 users, and sometimes that creates issues for which there is no clear explanation. To fix it you have to escalate it with customer service and sometimes the response is not up to the mark in resolving those issues."
"They need to support the solution better, at this time the company does not have enough support."
"It's called a local platform but on the other hand, it needs a lot of experience. It's not all that easy to click and plug and play. If you really want to use all the features out of this platform, you definitely need a lot of experience and a lot of training to get there."
"Pega Cloud early adoption and use for cross enterprise capability was new to many. The early adoption meant version 2.0 of their cloud service may require refactoring and redesign of some services."
"We have experienced a few technical challenges, particularly triggering the workflow through file drops and accessing files."
"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."
"First-time customers will find its licensing tricky. The technical support team for this solution could be faster in resolving tickets."
"I have enjoyed all the features. There is not any feature that I have missed or didn't have."
"They could improve license management, particularly when integrating different applications or toolsets."
"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."
"This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe."
"The pricing structure could be more budget-friendly."
"We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition."
"The solution’s user interface could be improved and given a better design."
"Very expensive."
Pega BPM is ranked 8th 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 "Provides built-in frameworks that can be reused and reduces time and cost". 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, IBM BPM, Microsoft Power Apps and OutSystems, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Appian, IBM Maximo 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.
