Compare Pega BPM vs. ServiceNow

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Pega BPM Logo
18,072 views|13,802 comparisons
ServiceNow Logo
55,011 views|33,773 comparisons
Most Helpful Review
Find out what your peers are saying about Pega BPM vs. ServiceNow and other solutions. Updated: May 2021.
509,820 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 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.""The interface is quite simple and easy to use, even for beginners.""The stability has been good. We haven't had any issues.""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.""The most valuable feature is the situational layer cake.""The most valuable aspect of the solution is the various workflows.""The solution provides us with a very good dashboard.""The solution offers excellent workflows."

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"The most valuable feature is that this is a Cloud solution.""ServiceNow was the first true enterprise to service management platform.""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.""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.""I have found that sorting and grouping functions are particularly useful.""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.""ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on.""In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow."

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Cons
"The pricing model needs to be improved. Right now, it's too expensive.""Pega currently is trying to add chatbots to their systems, and it's still quite immature. This part definitely needs to be improved.""The solution would benefit from more integration capabilities.""Sometimes when we are patching some data from the database, we are getting added as a timeout.""Compared to other BPM products, the interface is somewhat complex, so the usability could be improved.""We need more light retail BPM tools within the Pega system. However, Pega is mostly for big companies.""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.""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."

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"Transparency in the pricing model needs to be improved.""Service mapping could be less complicated.""The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations.""There should be fewer clicks and faster integrations between solutions.""Creating service catalog forms could be made easier.""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).""Integration capabilities can improve.""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."

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Pricing and Cost Advice
"The price of this solution, including installation and configuration, is comparable to competing vendors.""The pricing is pretty good, compared to other similar products.""It's a user-based license where, as you scale the numbers of users, the price increases.""It is cost-effective for medium enterprises. It is cheaper than ServiceNow.""The solution could be less expensive according to my customers. However, I think the price of the solution is fair.""We mostly have a yearly license."

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"The mandatory minimum is US$ 20,000 for licensing.""The licenses are expensive.""The setup cost is high compared to others, especially when the scope is not fixed.""I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware.""$230 per user.""It is very expensive because it is a big organization. You have to pay for additional things.""ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM.""There are licensing fees."

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Questions from the Community
Top Answer: In general, we use web services to integrate this solution with our other tools. It is the main approach we use with this solution and it integrates with all tools that we need. If you want to… more »
Top Answer: The solution could be less expensive according to my customers. However, I think the price of the solution is fair.
Top Answer: The previous versions had good training documents but the updated versions need to improve the documentation.
Top Answer: : There is several difference between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
Top Answer: I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good.
Top Answer: Our licensing is on a yearly basis. We normally end up doing a true-up payment because we tend to acquire more people and use more licenses.
Ranking
Views
18,072
Comparisons
13,802
Reviews
16
Average Words per Review
584
Rating
8.5
Views
55,011
Comparisons
33,773
Reviews
38
Average Words per Review
576
Rating
8.0
Popular Comparisons
Also Known As
Pegasystems, SmartBPM
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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 & Retirement
AAA, 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 Firm37%
Computer Software Company32%
Real Estate/Law Firm11%
Retailer5%
VISITORS READING REVIEWS
Computer Software Company36%
Financial Services Firm14%
Comms Service Provider13%
Energy/Utilities Company6%
REVIEWERS
Financial Services Firm17%
Computer Software Company12%
Healthcare Company12%
Manufacturing Company12%
VISITORS READING REVIEWS
Computer Software Company33%
Comms Service Provider14%
Government7%
Financial Services Firm7%
Company Size
REVIEWERS
Small Business16%
Midsize Enterprise9%
Large Enterprise75%
VISITORS READING REVIEWS
Small Business15%
Midsize Enterprise9%
Large Enterprise76%
REVIEWERS
Small Business19%
Midsize Enterprise13%
Large Enterprise68%
VISITORS READING REVIEWS
Small Business13%
Midsize Enterprise12%
Large Enterprise75%
Find out what your peers are saying about Pega BPM vs. ServiceNow and other solutions. Updated: May 2021.
509,820 professionals have used our research since 2012.

Pega BPM is ranked 2nd in Rapid Application Development Software with 16 reviews while ServiceNow is ranked 1st in Rapid Application Development Software with 40 reviews. Pega BPM is rated 8.4, while ServiceNow is rated 8.0. 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 "Solid, highly scalable, and has got all the features, but needs better reporting, a graphical interface for resource management, and the ability to turn on and off portions of Project Management". Pega BPM is most compared with Camunda Platform, Appian, IBM BPM, Microsoft PowerApps and OutSystems, whereas ServiceNow is most compared with BMC Helix ITSM, BMC Remedyforce, Appian, JIRA Service Management and Microsoft PowerApps. See our Pega BPM vs. ServiceNow report.

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