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.
"Pega BPM's most valuable feature is the use of CDX to solve problems."
"The user interface and the ease of developing the workflow for an application are valuable features."
"The technical support of Pega BPM is very good."
"The case management is great."
"Decreased time for plane departures and landing, supported analytical insight for planning of three to six month forecasting, and helped with operational decision planning and support."
"The solution provides us with a very good dashboard."
"The solution is operating well overall."
"The interface is quite simple and easy to use, even for beginners."
"This solution is a single-storage for our user community to submit help desk tickets."
"We have found change management and CMDB to be very useful."
"ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible."
"I have found the workflows and integration the most valuable in this solution."
"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."
"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."
"Easy to integrate with third-party applications."
"We used ServiceNow for change management, release management, and event management."
"In the next release of Pega BPM, they should add more ways to do the customer interaction fields in the portals."
"The initial setup takes time."
"It should have integration with non-relational databases. A lot of databases are non-relational, and as a company, we are planning to move to NoSQL or open-source databases. It would be good if we are able to install and use Pega on a NoSQL database. They can also try to tailor or organize the company a bit differently and go more towards the microservice concept. I would like Pega to develop machine learning and intelligent AI algorithms. They have a good foundation in terms of the model and the stuff that we are using for some customers, and it will be good to onboard as many machine learning algorithms as possible."
"Reporting is not so clear and not so great. We really struggle to get the right reporting. When we need reporting based on the content of the tickets, we are not able to get it. The MIS reporting is not great. That's one of the reasons why we are switching to ServiceNow. Its compatibility with the higher versions of Internet Explorer should be improved. It really works well in Mozilla Firefox or any other browser, but when it comes to Microsoft Edge or Internet Explorer, sometimes, the layout gets disturbed. The positioning of the buttons changes, and there is some distortion in the layout. I am not sure whether it is our configuration problem or Pega's, but when it is working in Mozilla Firefox, it should also work in Microsoft Edge or Internet Explorer."
"The workflow automation can be slow, so there is room for improvement there."
"Pega BPM could be improved by including token-based authentication and extending its integration options."
"Sometimes when we are patching some data from the database, we are getting added as a timeout."
"If it could also be integrated with robotics, it could help with a lot of things, even if we don't have APIs, we could still talk to other applications. If it could invoke a bot, for example."
"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."
"There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great."
"The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."
"The interface can be a bit more intuitive."
"Local solutions have lower costs."
"Service mapping could be less complicated."
"It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them."
"Transparency in the pricing model needs to be improved."
Pega BPM is ranked 7th in Rapid Application Development Software with 55 reviews while ServiceNow is ranked 4th in Rapid Application Development Software with 211 reviews. Pega BPM is rated 8.2, while ServiceNow is rated 8.4. The top reviewer of Pega BPM writes "Low code with great APIs and good flexibility". 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.
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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.
