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 most valuable feature is its quick setup. Nowhere else you can create a good-looking application this quick. It's a fairly robust system."
"There are a lot of frameworks in the product. I use Pega PRPC the most."
"Fast prototyping."
"The technical support of Pega BPM is very good."
"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."
"Pega BPM offers a lot of out-of-the-box functionalities."
"Pega BPM has a full suite for any enterprise. It is a process orchestration platform. It has detailed features for case management and workflows."
"Pricing is a little on the high side."
"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 solution has a user-friendly interface."
"It's a straightforward and effective approach that minimizes the need for extensive explanations."
"It allows us to filter the data, create graphs, and get detailed reports."
"We used ServiceNow for change management, release management, and event management."
"Will give us better control over asset management and technical debt once we can centralize all contract information."
"Easy to implement and consolidate different platforms and users with useful functionalities."
"It uses a common base of data and allows different types of records to pull from that same base of data."
"Lack of stronger cloud support is somewhat inconvenient for users and implementation."
"The solution would benefit from more integration capabilities."
"The previous versions had good training documents but the updated versions need to improve the documentation."
"The licensing cost is very high."
"What should be included is some UI features and maybe some integrations. This includes documentation on how the UI works."
"Pega currently is trying to add chatbots to their systems, and it's still quite immature. This part definitely needs to be improved."
"First-time customers will find its licensing tricky. The technical support team for this solution could be faster in resolving tickets."
"In the next release of Pega BPM, they should add more ways to do the customer interaction fields in the portals."
"The interface is not user-friendly."
"I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."
"The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag."
"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."
"Once a change request has been created once it's been approved and been submitted, there is no way to go in on that particular change request and submit an additional task."
"The utilization of AI in ServiceNow needs enhancement."
"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."
"Complexities in the organization made the initial deployment complex."
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.
