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 solution's case management is its most valuable aspect."
"The most valuable features are case management and integration services."
"Allowed us to develop and quickly release with confidence using cloud technologies."
"The user interface and the ease of developing the workflow for an application are valuable features."
"The case management functionality of this solution has been most valuable."
"The stability has been good. We haven't had any issues."
"Pega is a local platform that has evolved from a BPM perspective. This allows teams using this solution to address complexities without having deep knowledge in a specific development area."
"Pega BPM has a full suite for any enterprise. It is a process orchestration platform. It has detailed features for case management and workflows."
"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."
"It's actually easy to understand."
"The workflow makes things extremely efficient and it improves effectiveness."
"I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."
"SPM and ITSM features are the most helpful."
"It is easily configurable and has a good developer society online, available for any issues from the backend."
"Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data."
"It is user-friendly and simple to use."
"Pega BPM could be improved by including token-based authentication and extending its integration options."
"It needs more integration with other platforms."
"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 currently is trying to add chatbots to their systems, and it's still quite immature. This part definitely needs to be improved."
"The unit testing needs to improve, as well as the user interface."
"The pricing model needs to be improved. Right now, it's too expensive."
"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."
"In the next release of Pega BPM, they should add more ways to do the customer interaction fields in the portals."
"I would like to see Advanced Intelligent Automation."
"It's missing monitoring capabilities."
"All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it. In the past, you used to have one screen per application. Now, you have everything integrated into one. Everybody will manage the same screen and they need to navigate into the same screen as the Internet Explorer with a toolbar with the categories and look for the things you want to see or the models you want to use."
"The interface is not user-friendly."
"There should be fewer clicks and faster integrations between solutions."
"Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time."
"Licensing costs are very high."
"It should enhance its offerings by providing the chance to obtain course certifications at an affordable fee."
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.