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.
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.
"The initial setup is easy."
"Technical support has been amazing overall."
"This is the most complete solution of its kind."
"What I found most valuable in Appian is that it lets you drill down on multiple things through the structure of the reporting and UI side. It's also low-code, yet it results in quick deliverables."
"The setup is easy."
"The most valuable features of Appian are the VPN engine, it is fast, lightweight, and easy to set up business rules. Business teams can do it by themselves. That is a very good feature."
"Recently, we added Appian Process Mining, Appian Portals, and now Appian RPA."
"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."
"Everything about the schema, including the design of ServiceNow, is great."
"Your time-to-market, or TTM, becomes faster when you use ServiceNow. Even individuals that are not tech savvy can quickly change processes and workflows in it. This can make the organization as a whole more agile."
"A workflow automation platform that's reliable, performs well, and has good reporting and integration."
"Straightforward tool."
"The solution has very good automation tools."
"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."
"We have found change management and CMDB to be very useful."
"Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data."
"We'd like improved functionality for testing new devices."
"One of the areas that Appian is working on is to improve its UI capabilities and give more flexibility to the UI."
"Lacks business rules management as part of the solution."
"There should be more flexibility for the developers to choose the look and feel of the UI. They should have a better ability to design their widgets and customize them with different colors, shapes, and sizes. That is a limitation that could be improved upon."
"What could be improved is more on the front end perspective, like the user interface and the mobile application aspect."
"Appian could be improved by making it a strict, no-code platform with free-built process packs."
"There are four areas I believe Appian could improve in. The first is a seamless contact center integration. Appian does not have a contact center feature. The second is advanced features in RPA. The third would be chatbot and email bot integration—while Appian comes with chatbot and email bot, it's not as mature as it should be, compared to the competition. The fourth area would be next best action, since there is not much of this sort of feature in Appian. These are all features which competitors' products have, and in a mature manner, whereas Appian lacks on these four areas. I see customers who are moving from Appian to Pega because these features are not in Appian."
"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."
"The interface requires an upgrade."
"We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards."
"The technical support SLA can be improved because sometimes they take a long time to answer our queries."
"Their cloud management is also not that great compared to other products."
"Its stability and pricing need improvement."
"ServiceNow's mobile app should be seamless and it is not right now."
"Making a mobile version would be helpful."
"The solution should offer better security when it comes to storing data."
Appian is ranked 5th in Rapid Application Development Software with 29 reviews while ServiceNow is ranked 2nd in Rapid Application Development Software with 35 reviews. Appian is rated 8.4, while ServiceNow is rated 8.4. 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 "Useful out-of-the-box setups with helpful community support and excellent reliability". Appian is most compared with Microsoft Power Apps, Camunda, OutSystems, Pega BPM and Mendix, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, JIRA Service Management and IBM Maximo. 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.
