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Appian Logo
17,190 views|13,127 comparisons
ServiceNow Logo
50,342 views|34,027 comparisons
Comparison Buyer's Guide
Executive Summary
Updated on August 31, 2022

We performed a comparison between Appian and ServiceNow based on our users’ reviews in four categories. After reading all of the collected data, you can find our conclusion below.

  • Ease of Deployment: Users of both solutions indicate that setup, installation, and deployment is straightforward and easy.
  • Features: Appian users like that it integrates well with other systems. It has a seamless, easy to use model interface, which is as close to low-code as it gets. The solution has a solid, robust architecture and scales easily. It also provides very good mobile device applications. Some users feel the management of reusable assets design needs improvement. The solution can struggle a bit when handling large amounts of data, and the decision and rules engine could perform better.

    ServiceNow provides very good chain management, incident management, and problem management features. The solution intuitively acts as a database to keep the entire organization informed for the status of all projects. Many users feel that reporting and vulnerability management needs to be improved. Additionally, integrations with today’s popular third-party solutions need further improvement.
  • Pricing: Users feel both solutions are expensive.
  • Service and Support: Users of both solutions are happy with the level of service and support they have received.

Comparison Results: ServiceNow comes out ahead in this comparison. It enables organizations to deliver solutions faster and allows users to track solutions using real-time data to ensure continual progress and positive, effective outcomes. ServiceNow is very robust and stable and updates frequently so users always have the best tools available to them.

To learn more, read our detailed Appian vs. ServiceNow report (Updated: September 2022).
635,987 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Compared to other code tools that I've seen, Appian has a more robust rules engine""Appian's most valuable features are the quick time it takes to develop for the market. It's easy and faster than other BPM solutions.""This is the most complete solution of its kind.""The solution has a lot of strong features for the financial industry, it is very easy to use.""Form building capabilities and well thought out process modelling are key points to this product.""The solution's most valuable features are the regular periodic and quarterly updates, they are very useful updates. They keep improving the solution more often, and that helps the platform or code always be up to date with the latest features.""I find the BPM the most valuable feature.""In terms of interface, it's very good. In terms of infrastructure, it's amazing and already using multiple tools behind the scenes. It's a low-code platform, so it's very easy to implement."

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"You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports.""ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible.""There are many expansions available.""It has more extensive features as compared to the other competitors.""Being able to have the required information for project management is valuable. I've got multiple people accessing it, and I'm tracking tasks with percentages done. It allows me to have detailed notes and provides the ability to attach documents. I have used a lot of project management solutions, and there were gaps in terms of what was available. ServiceNow has got all the features and functionalities. It is a solid solution. It is also easy to get into and use. It is certainly highly scalable.""I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far.""The solution has very good automation tools.""It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page."

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Cons
"The tool itself is pretty good, but the main area that we struggled with was the backend. The frontend development is really good, but the backend modeling can be streamlined a little bit. There are good integrations, but tying them through the data layer and then up into the frontend could be improved a little bit. It does read/write on the data source, and you can configure it to just write or just read, but there is a little bit of work involved.""Lacks business rules management as part of the solution.""It is also not easy to learn. Training tutorials could be improved.""We have clients that want to use Office 365, Microsoft Analytics, and Power Apps. Appian just isn't the same as using something specifically designed to cater to the Microsoft Suite.""I would like to see more features for enterprises. They would also benefit from adding documentation and training on their site.""Appian could include other applications that we could reuse for other customers, CRM for example.""I would like to see more complete university tools. For example, with UiPath, I have had a good experience related to a free course in order to provide some users some different levels of knowledge. This extra training helps users not only use the solution but to develop further within the tool.""One room for improvement is the ease of UI UX development, like in OutSystems and Mendix."

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"ServiceNow's mobile app should be seamless and it is not right now.""The solution should offer better security when it comes to storing data.""It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users.""Making a mobile version would be helpful.""The reporting, which also includes dashboards, needs to be improved, and there should also be the ability to turn on and off portions of Project Management. Currently, as soon as you install the new version, you've got to go back there and make all the tweaks. There should be just a configuration file that goes to the new version.  The Project Management module does not leverage the knowledge base the way it should, and there is no built-in ability to get to the articles. Resource management should be easier. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience.""We find it good in general. Obviously, there are areas of improvement for every capability. As they evolve more, if they keep on adding more intelligence into the capabilities, it will improve. The improvement areas are more integration across the landscape and more intelligence for the overall capability of the solution.""It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue.""Before implementing this solution, you should have the ITSM model in place for chain management requests. That is a prerequisite because you cannot perform tasks without it."

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Pricing and Cost Advice
  • "It's an enterprise tool and can be used by enterprise only. So it's a very expensive tool."
  • "The licensing will be on a monthly basis. We are estimating that cost to be around $2000 to maybe $3,000 per month. We don't foresee any costs above that."
  • "The pricing can be a little confusing to customers."
  • "The price of this solution is a little high here in Mongolia."
  • "The license is a bit expensive and the pricing model is sometimes confusing for new users or business users. It is difficult for them to know what volume of usage they will have to be able to purchase the best-suited license at the beginning."
  • "Appian is very flexible in their pricing. In general, Appian's pricing is much, much lower when compared to competition like Pega or other products. Appian also has a flexible licensing model across geographies. Pega usually goes with a single licensing cost—which is a US-based cost—for all global customers, and it's costly. Whereas Appian has a different regional licensing cost model and it can be cheaper, depending on geography. So Appian's licensing is very flexible, and cheaper when compared to other competition."
  • "You can't really test the software properly without actually buying the license first."
  • "More flexibility in the licensing model is still needed because initially there were customers who are looking at only one or two use cases of business areas, but now the business areas are changing and there is a larger scope. One license model may not fit everyone. They need to be a little more flexible on the licensing model."
  • More Appian Pricing and Cost Advice →

  • "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."
  • "The price of the solution is comparable to industry standards. For the features that we received, it is reasonable."
  • "This is a pretty expensive product, so the licensing could be better."
  • "The price is okay for us. It's reasonable."
  • More ServiceNow Pricing and Cost Advice →

    report
    Use our free recommendation engine to learn which Rapid Application Development Software solutions are best for your needs.
    635,987 professionals have used our research since 2012.
    Questions from the Community
    Top Answer:Appian is fast when building simple to medium solutions. This solution offers simple drag-and-drop functionality with easy plug-and-play options. The initial setup was seamless and very easy to… more »
    Top Answer:Appian is easy to install and set up, and it does not come out with your audit. It has accessible process orchestration and process management. With Appian, the time to market is much faster.
    Top Answer:The licensing of Appian is less expensive when compared to other BPMs in the market.
    Top Answer:The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping the… more »
    Top Answer:Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp.  Because ServiceNow has a very strong module (Performance Analysis) reporting which will… more »
    Top Answer:There are several differences 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 »
    Ranking
    Views
    17,190
    Comparisons
    13,127
    Reviews
    25
    Average Words per Review
    498
    Rating
    8.3
    Views
    50,342
    Comparisons
    34,027
    Reviews
    74
    Average Words per Review
    570
    Rating
    8.2
    Comparisons
    Also Known As
    Appian BPM, Appian AnyWhere, Appian Enterprise BPMS
    Learn More
    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.

    ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

    ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

    ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

    “The Smarter Way to Workflow”

    ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

    ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

    ServiceNow offers service management software for industries including:

    Cloud services
    Education
    Financial services
    Government
    Healthcare
    Manufacturing
    Telecommunications

    Reviews from Real Users

    IT Central Station users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.

    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 Tennessee
    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
    Computer Software Company36%
    Financial Services Firm24%
    University8%
    Healthcare Company8%
    VISITORS READING REVIEWS
    Computer Software Company21%
    Financial Services Firm19%
    Comms Service Provider9%
    Government9%
    REVIEWERS
    Financial Services Firm16%
    Computer Software Company15%
    Healthcare Company9%
    Manufacturing Company9%
    VISITORS READING REVIEWS
    Computer Software Company21%
    Comms Service Provider10%
    Financial Services Firm10%
    Government9%
    Company Size
    REVIEWERS
    Small Business24%
    Midsize Enterprise16%
    Large Enterprise59%
    VISITORS READING REVIEWS
    Small Business16%
    Midsize Enterprise12%
    Large Enterprise72%
    REVIEWERS
    Small Business21%
    Midsize Enterprise14%
    Large Enterprise65%
    VISITORS READING REVIEWS
    Small Business16%
    Midsize Enterprise14%
    Large Enterprise70%
    Buyer's Guide
    Appian vs. ServiceNow
    September 2022
    Find out what your peers are saying about Appian vs. ServiceNow and other solutions. Updated: September 2022.
    635,987 professionals have used our research since 2012.

    Appian is ranked 5th in Rapid Application Development Software with 26 reviews while ServiceNow is ranked 1st in Rapid Application Development Software with 75 reviews. Appian is rated 8.4, while ServiceNow is rated 8.2. The top reviewer of Appian writes "Stands out with its integration capabilities, but the backend modeling can be streamlined a little bit". 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". Appian is most compared with Camunda Platform, Microsoft Power Apps, Pega BPM, Salesforce Platform and Mendix, whereas ServiceNow is most compared with Microsoft Power Apps, BMC Helix ITSM, ManageEngine ServiceDesk Plus, JIRA Service Management and Pega BPM. See our Appian vs. ServiceNow report.

    See our list of best Rapid Application Development Software vendors.

    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.