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."
"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 a unified low-code platform and solution used by businesses to build enterprise applications and workflows. This product adapts to the needs of clients and the technologies they are already using to combine their data in a single workflow and maximize resources. The platform has four main components through which it transforms the work process for companies of various sizes. They are:
Appian is utilized across a diverse set of industries, including automotive and manufacturing, energy and utilities, education, financial services, telecom and media, transportation, retail, insurance, healthcare, and life sciences. The most frequent use cases of Appian are customer journey, governance, risk and compliance, operational efficiency, supply chain, distributed order management, and environmental, social, and governance (ESG) management.
Appian has various features that allow users to create solutions for their businesses. These features can be separated into a few groups according to function, including automation, low-code application development, and integrations and data. Some of the most frequently used features of Appian include:
The benefits of using Appian include:
Reviews from Real Users
A practice leader - digital process automation at a computer software company values Appian highly because the product is easy to develop, low-code, and has a good user interface.
Alan G., an advisory board member at Codecon VR, Appian offers a clear application life cycle, easy to learn documentation, and comes with a fundamentals course.
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:
Reviews from Real Users
PeerSpot 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.”
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.