Compare Pega BPM vs. ServiceNow

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Pega BPM Logo
15,157 views|11,288 comparisons
ServiceNow Logo
55,002 views|32,280 comparisons
Most Helpful Review
Find out what your peers are saying about Pega BPM vs. ServiceNow and other solutions. Updated: July 2020.
431,670 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 workflow designing and integration are the most valuable features. Also, the UI design was pretty easy.The solution's case management is its most valuable aspect.The most valuable feature is flexibility, as we can configure it to best suit our requirements.The solution offers excellent workflows.The solution provides us with a very good dashboard.The most valuable aspect of the solution is the various workflows.The most valuable feature is the situational layer cake.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.

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ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations.I have found that sorting and grouping functions are particularly useful.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.The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks.Very good incident management, chain management and problem management features.ServiceNow was the first true enterprise to service management platform.The most valuable feature is that this is a Cloud solution.This solution is a single-storage for our user community to submit help desk tickets.

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Cons
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.They are currently spending some time on improving the product with respect to machine learning, especially related to robotic automation. They probably could be a little more adept on that area would help.It is not fully compatible with all versions of Internet Explorer, so sometimes, it does not work.There are some UX shortcomings within the solution. However, it's my understanding that they have addressed them and in the next three months they will come out with a new updated version. They will be moving away from HTML5.From a technical point of view, it would be helpful to have some advanced analytics to help with configuration. We have a lot of unwanted features and it would be good to configure it more appropriately so that we are using just exactly what we need.We need more light retail BPM tools within the Pega system. However, Pega is mostly for big companies.Compared to other BPM products, the interface is somewhat complex, so the usability could be improved.Sometimes when we are patching some data from the database, we are getting added as a timeout.

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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).Creating service catalog forms could be made easier.There should be fewer clicks and faster integrations between solutions.The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations.Very expensive.Service mapping could be less complicated.Transparency in the pricing model needs to be improved.I do not like the user interface.

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Pricing and Cost Advice
The pricing is pretty good, compared to other similar products.The price of this solution, including installation and configuration, is comparable to competing vendors.May be somewhat more expensive than other solutions initially, but should have enhanced return on investment.The licensing fees are based on the number of users.

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The licenses are expensive.$230 per user.The mandatory minimum is US$ 20,000 for licensing.The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs.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.

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Ranking
Views
15,157
Comparisons
11,288
Reviews
14
Average Words per Review
608
Avg. Rating
8.4
Views
55,002
Comparisons
32,280
Reviews
23
Average Words per Review
665
Avg. Rating
8.1
Popular Comparisons
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Also Known As
Pegasystems, SmartBPM
Learn
Pega
ServiceNow
Overview

Pega BPM helps you simplify and automate your operations so that you can reduce costs and improve business agility. Pega's unique Build For Change technology delivers repeatable solutions that can be efficiently reused and tailored to meet the requirements of diverse customers, product lines, channels, and geographies.

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 Pega BPM
Learn more about ServiceNow
Sample Customers
The State of Maine, ANZ, Coca-Cola, Department for Environment, Food & Rural Affairs (DEFRA), ME, New South Wales, OptumRx, Texas Department of Transportation, UnitedHealthcare Medicare & RetirementAAA, 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 Firm47%
Computer Software Company33%
Insurance Company7%
Real Estate/Law Firm7%
VISITORS READING REVIEWS
Computer Software Company52%
Comms Service Provider9%
Financial Services Firm7%
Media Company5%
REVIEWERS
Financial Services Firm17%
Healthcare Company14%
Insurance Company10%
Manufacturing Company8%
VISITORS READING REVIEWS
Computer Software Company43%
Comms Service Provider10%
Government8%
Media Company4%
Company Size
REVIEWERS
Small Business15%
Midsize Enterprise7%
Large Enterprise78%
VISITORS READING REVIEWS
Small Business15%
Midsize Enterprise8%
Large Enterprise76%
REVIEWERS
Small Business15%
Midsize Enterprise13%
Large Enterprise72%
VISITORS READING REVIEWS
Small Business19%
Midsize Enterprise8%
Large Enterprise73%
Find out what your peers are saying about Pega BPM vs. ServiceNow and other solutions. Updated: July 2020.
431,670 professionals have used our research since 2012.
Pega BPM is ranked 3rd in Rapid Application Development Software with 14 reviews while ServiceNow is ranked 1st in Rapid Application Development Software with 22 reviews. Pega BPM is rated 8.4, while ServiceNow is rated 8.2. The top reviewer of Pega BPM writes "Good case management and BPM workflow with easy cloud implementation". On the other hand, the top reviewer of ServiceNow writes "Discovery has reduced the time to build/deploy devices within our environment". Pega BPM is most compared with Camunda BPM, Appian, IBM BPM, OutSystems and ARIS BPM, whereas ServiceNow is most compared with BMC Helix ITSM, Appian, JIRA Service Desk, PagerDuty and IBM Maximo. See our Pega BPM vs. ServiceNow report.

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