Compare Pega BPM vs. ServiceNow

Pega BPM is ranked 7th in Rapid Application Development Software with 6 reviews while ServiceNow which is ranked 1st in Rapid Application Development Software with 23 reviews. Pega BPM is rated 8.6, while ServiceNow is rated 8.4. The top reviewer of Pega BPM writes "Rapid renew structure allows for better implementation over other solutions and aids clients in serving their customers". 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 and ServiceNow, whereas ServiceNow is most compared with BMC Helix Remedy, JIRA Service Desk and Zendesk. See our Pega BPM vs. ServiceNow report.
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Pega BPM Logo
14,942 views|8,176 comparisons
ServiceNow Logo
89,449 views|27,480 comparisons
Most Helpful Review
Find out what your peers are saying about Pega BPM vs. ServiceNow and other solutions. Updated: July 2019.
360,284 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
Powerful, full-featured business process management with excellent supportWhile Pega technical support is okay, it also depends on the issues you need help with and who your contact is with Pega.The most valuable features are case management and integration services.It cuts down the time taken for coding. Earlier it used take for us four hours to do a particular code. Now this can be done in less than 30 minutes. That's the kind of productivity gains you can get.The user interface and the ease of developing the workflow for an application are valuable features.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.Allowed us to develop and quickly release with confidence using cloud technologies.Fast prototyping.

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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
Lack of stronger cloud support is somewhat inconvenient for users and implementation.What should be included is some UI features and maybe some integrations. This includes documentation on how the UI works.The unit testing needs to improve, as well as the user interface.The biggest thing I have seen is when going from one version to another and upgrading to the latest version, it takes a pretty long time for an organization to go through an upgrade process. I think that's an area where they can make it a little smoother.There have been some performance scalability issues. Suppose you want to add more users. You go from, say, 800 users to 1,500 users, and sometimes that creates issues for which there is no clear explanation. To fix it you have to escalate it with customer service and sometimes the response is not up to the mark in resolving those issues.It is scalable, but it also interacts with a lot of other systems. I think they thought that the interface to other systems, legacy systems, was its strength, but when problems do occur, quickly diagnosing those problems has been a challenge.Pega Cloud early adoption and use for cross enterprise capability was new to many. The early adoption meant version 2.0 of their cloud service may require refactoring and redesign of some services.Business specific functionality is needed.

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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
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.They have both on-premise and cloud licensing. If you are a small to medium company, go for the cloud option because that eliminates a lot of the setting up of your DevTest and performance environments, multiple environments, because you can buy that from Pega with the cloud option. So your setup time really goes down. If you're a large company, then you're better off putting it within your company. You have other skill resources within your company to create environments.They need to come up with licensing options. Right now they do have a cloud-based option, but the cloud prices I've seen are much more expensive compared to competing products.Licensing is expensive. You need to wisely select between per user and per case.

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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.The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify.

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Ranking
Views
14,942
Comparisons
8,176
Reviews
6
Average Words per Review
567
Avg. Rating
8.5
Views
89,449
Comparisons
27,480
Reviews
23
Average Words per Review
599
Avg. Rating
8.3
Top Comparisons
Compared 22% of the time.
Compared 22% of the time.
Compared 9% of the time.
Compared 21% of the time.
Compared 6% of the time.
Compared 6% of the time.
Also Known As
Pegasystems, SmartBPM
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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
VISITORS READING REVIEWS
Financial Services Firm27%
Manufacturing Company15%
Pharma/Biotech Company9%
Comms Service Provider9%
REVIEWERS
Healthcare Company15%
Financial Services Firm14%
Insurance Company11%
University9%
VISITORS READING REVIEWS
Financial Services Firm16%
University12%
Pharma/Biotech Company8%
Manufacturing Company7%
Company Size
REVIEWERS
Small Business33%
Large Enterprise67%
REVIEWERS
Small Business13%
Midsize Enterprise13%
Large Enterprise74%
VISITORS READING REVIEWS
Small Business18%
Midsize Enterprise17%
Large Enterprise65%
Find out what your peers are saying about Pega BPM vs. ServiceNow and other solutions. Updated: July 2019.
360,284 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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