Compare Appian vs. ServiceNow

Appian is ranked 3rd in Rapid Application Development Software with 11 reviews while ServiceNow is ranked 1st in Rapid Application Development Software with 22 reviews. Appian is rated 8.4, while ServiceNow is rated 8.2. The top reviewer of Appian writes "We are creating workflows in an agile manner". On the other hand, the top reviewer of ServiceNow writes "Discovery has reduced the time to build/deploy devices within our environment". Appian is most compared with Pega BPM, ServiceNow and Camunda BPM, whereas ServiceNow is most compared with BMC Helix ITSM, Zendesk and JIRA Service Desk. See our Appian vs. ServiceNow report.
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10,829 views|7,544 comparisons
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46,771 views|27,975 comparisons
Most Helpful Review
Find out what your peers are saying about Appian vs. ServiceNow and other solutions. Updated: September 2019.
371,917 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
The process models provide self-documenting systems.Since implementing we have had a faster time to solution, with fewer resources needed.Process culture is making noise inside the organization because now, everybody knows that their time is being monitored.Form building capabilities and well thought out process modelling are key points to this product.Another advantage of this tool is its reports and records. You can maintain dashboards, layouts. If you with a Java solution, it takes six months time. If you use this tool, you can finish in one or one and a half months' time.There is a version coming out every six months with performance improvements.Call Web Service Smart Service - Web service integrations with other systems are super simple and fast to create, supported by low code menus.Write to Data Store Entity - Saving data in SQL databases is done easily using entities. Entities (CDTs in Appian terminology) define relationships and target schema tables via XSD files.

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This solution is a single-storage for our user community to submit help desk tickets.In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it.HR Case Management and Customer Service Management are two of the key areas which clients are using.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.I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy.Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow.It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers.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.

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Cons
My only request is that they decrease the license costs.We would like to have more granular control for interface styling.The documentation needs to be improved.Authoring tool is slow to use resulted in limitations on how quickly solutions can be built.Even though the company has made great improvements in online documentation, featuring rich material which includes case studies of real-life use cases, the material could definitely be better in quality and coverage of use cases.A point of improvement would be the SAIL forms. The built-in tool used to generate forms does not have debugging support (to view local variables as they change on live preview, and step-by-step valuation) which is a big drawback for form development. Moreover, the script language used to build SAIL forms does not support inheritance or lambda expressions (functions as arguments of other functions), which makes the code base more verbose.The reporting is not as good as in similar products. They could also improve the dashboards.It needs better integration with our existing application ecosystem.

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I do not like the user interface.For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration.HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module.Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential.The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding...When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user.Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow.There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon.

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Pricing and Cost Advice
The cost depends on the number of users, although I recommend taking an unlimited license.It's good value for the price.I think that if somebody is really serious at looking at business value, then by all means, the product is well worth the value. You get representative business value for the price that you pay for the product, and for the implementation of the product.Product pricing compared to some of the earlier vendors, like IBM, CA, and Oracle, is quite well-priced. Although, we do feel that as we increase the number of users and the workload increases, we will have to spend more.We will have to have a dialogue or negotiate a price for future use. To start with, it is a reasonable price. As we go ahead, we will have to make sure the costs are inline with our expectations as we grow our user base and workloads.

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Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers.Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive.ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably.ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform.It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost.We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less.It has a higher cost compared to local/regional solutions.

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report
Use our free recommendation engine to learn which Rapid Application Development Software solutions are best for your needs.
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Ranking
Views
10,829
Comparisons
7,544
Reviews
12
Average Words per Review
475
Avg. Rating
8.5
Views
46,771
Comparisons
27,975
Reviews
22
Average Words per Review
615
Avg. Rating
8.2
Top Comparisons
Compared 24% of the time.
Compared 16% of the time.
Compared 10% of the time.
Compared 22% of the time.
Compared 5% of the time.
Compared 5% of the time.
Also Known As
Appian BPM, Appian AnyWhere, Appian Enterprise BPMS
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Appian
ServiceNow
Overview
With Appian, your organization can rapidly build, deploy, use, and scale problem-solving apps. And with the flexibility of on-premises and cloud portability, you'll always address your unique challenges the way that makes the most sense for you.

Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.(TM)

Offer
Learn more about Appian
Learn more about ServiceNow
Sample Customers
Hansard Global plc, Punch Taverns, Pirelli, Crawford & Company, EDP Renewables, Queensland Government Department of State Development, Infrastructure and Planning (, Bank of TennesseeAAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow
Top Industries
REVIEWERS
Financial Services Firm57%
Healthcare Company14%
University14%
Transportation Company14%
VISITORS READING REVIEWS
Financial Services Firm21%
Software R&D Company16%
Comms Service Provider8%
Transportation Company7%
REVIEWERS
Healthcare Company15%
Financial Services Firm14%
Insurance Company11%
University9%
VISITORS READING REVIEWS
Software R&D Company29%
Comms Service Provider8%
Financial Services Firm7%
Manufacturing Company6%
Company Size
REVIEWERS
Small Business38%
Midsize Enterprise13%
Large Enterprise50%
VISITORS READING REVIEWS
Small Business10%
Midsize Enterprise16%
Large Enterprise74%
REVIEWERS
Small Business14%
Midsize Enterprise13%
Large Enterprise74%
VISITORS READING REVIEWS
Small Business17%
Midsize Enterprise17%
Large Enterprise66%
Find out what your peers are saying about Appian vs. ServiceNow and other solutions. Updated: September 2019.
371,917 professionals have used our research since 2012.
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.
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