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17,733 views|10,816 comparisons
Comparison Buyer's Guide
Executive Summary
Updated on Sep 7, 2022

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.

  • Ease of Deployment: For the most part, users of both Pega BPM and ServiceNow feel that they are relatively easy to deploy.
  • Features: Users of both products feel that they are stable and scalable.

     Users feel that Pega BPM’s low-code design is an extremely valuable feature. It is especially useful in helping users who are not the most technically savvy automate their organization’s workflows. However, both its ability to integrate with other solutions and its report creation feature could be improved.

    Reviewers of ServiceNow find that its ability to help them create reports is most valuable. However, its user interface is hard to use and requires much improvement.
  • Pricing: Users of both solutions are divided over whether they are expensive to purchase.
  • Service and Support: For the most part, users of both products find their technical support to be pretty effective.

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.

To learn more, read our detailed Pega BPM vs. ServiceNow Report (Updated: September 2023).
744,865 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:
"Pega BPM's most valuable features are case management, integration, the convenience of using REST APIs, and the ease of changing things at the UI level.""Case Management, as well as Workflow Automation, are Pega's most powerful capabilities.""The most valuable features of Pega BPM are low code, no code, functionality, and easy development.""It is a stable product.""When our clients automate the KYC and onboarding processes, they can reduce their manual force and then deploy them in much better tasks rather than the mundane activities of selecting forms and gathering information.""The case management is great.""Scalable and stable BPM software with a powerful case management feature. It also has good workflow.""Pega BPM has a full suite for any enterprise. It is a process orchestration platform. It has detailed features for case management and workflows."

More Pega BPM Pros →

"Makes ticket information easy to access.""Straightforward tool.""ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible.""ServiceNow is very easy to set up.""ServiceNow is a cloud-based platform, so people won't need to worry about investing on hardware to host it. Being on the cloud, it is available 24x7. It's scalable, stable, and multifeatured, with a straightforward setup and good technical support.""We have found change management and CMDB to be very useful.""It allows us to filter the data, create graphs, and get detailed reports.""The solution's initial setup process is easy."

More ServiceNow Pros →

"First-time customers will find its licensing tricky. The technical support team for this solution could be faster in resolving tickets.""I think there is room for improvement in the low code/ no code environment that they're promoting now. That needs to be aligned a little bit more. I still feel that it is not that friendly for a person who has no experience with Pega to just go in and try to create something.""Pega's technical support could be better.""The initial setup takes time.""I would like to see Pega BPM improve the user experience.""I believe that Pega's strategy when it comes to the UX part is not that great currently as compared to the other emerging BPM tools in the market.""The cost of licensing could be improved.""An area for improvement in Pega BPM is security. It's secure, but it still has a lot of vulnerabilities. Pega BPM is robust, but it still needs some improvement performance-wise."

More Pega BPM Cons →

"The pricing structure could be more budget-friendly.""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.""The solution could improve by being more stable.""Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge.""The RPA needs improvement. That's a new area for them that they're just entering into now.""Their GUI could be updated.""Making a mobile version would be helpful.""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."

More ServiceNow Cons →

Pricing and Cost Advice
  • "Pricing is good."
  • "The licensing model for Pega BPM needs to be improved."
  • "The licensing is on a yearly basis. Because of our special relationship, all the training certifications are free of cost. All our employees can do Pega certifications at zero cost. It is all on Pega."
  • "The price could be lower."
  • "Pega is expensive."
  • "I am not aware of the cost. But, considering the licenses, user licenses, and infrastructure, I'd guess around a million USD."
  • "The licensing model from Pega BPM is too complex and is more expensive than other solutions, such as SAP. The overall price of the solution depends on the use case."
  • "In terms of the pricing for Pega BPM, other solutions may be cheaper, but it doesn't matter if Pega BPM has a higher price tag because what's important is that it's the best solution, and that is what people look for. If I would rate the pricing for the solution, I'd give it three out of five. You have to pay extra for additional features in Pega BPM."
  • More Pega BPM Pricing and Cost Advice →

  • "There is an annual subscription to use this solution."
  • "For large-scale companies, the cost of ServiceNow is not expensive, but for small and mid-scale companies, it is higher."
  • "Some time ago it was expensive, but large companies have special contracts. It's enterprise prices, and we're talking about millions per year."
  • "The CapEx version is great."
  • "The platform offers a free trial, by providing a free developer instance once you sign up."
  • "The licensing cost is based on your partnership with ServiceNow and what you have selected for implementation. There is an annual license cost which is calculated based on your number of devices."
  • "The solution is expensive."
  • "It is fairly expensive."
  • More ServiceNow Pricing and Cost Advice →

    Use our free recommendation engine to learn which Rapid Application Development Software solutions are best for your needs.
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    Questions from the Community
    Top Answer:You do need some preparation to be able to use all functions of Pega BPM. However, all users of this platform are in luck as it comes with good documentation and you can learn pretty much everything… more »
    Top Answer:My company has been using this tool for years and the only issue we have had, if you can call it that, was while setting it up. When we were setting it up initially, we had some drawbacks and could… more »
    Top Answer: Pega BPM can be considered overpriced for some; it all depends on the size of your company and the requirements of your customers. Sure, there are products out there that do the things that Pega BPM… more »
    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 »
    Average Words per Review
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    Also Known As
    Pegasystems, SmartBPM
    Learn More
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    Pega BPM is a low-code process automation software product that helps organizations quickly build business applications that deliver the demanded experience by customers. This product is a business process management (BPM), process automation, rapid application development, and low-code development tool.

    Pega utilizes business process management (BPM) - a methodology to manage processes and workflows in an organization with the aim to increase work process results. The product implements BPM in the following steps:

    • Analysis: Through comprehensive analysis, the processes that can be created or optimized to meet business needs are identified.

    • Design: The design of a process aims to reduce errors and maintain relevant standard operating procedures.

    • Modeling: The process design can be modeled using various software tools.

    • Execution: The process model execution can be governed through a business rules engine.

    • Monitoring: Monitoring is performed to detect any issues and collect relevant data.

    • Optimization: The collected data is used to optimize and improve processes.

    Pega BMP utilizes this methodology to automate and simplify operations for companies and improve business agility. The solution can automate business operations such as business rules, mobile application development, reporting, case management, security, integration, and predictive and adaptive analytics. It can be employed on premises and in the cloud and allows for automating services such as accounts, marketing, and sales.

    Pega BPM Features

    Pega BPM has various features through which businesses can automate processes and reduce operational costs. Some of these features include:

    • Adaptive Decision Management: Through the support of data analysis concepts, this product feature allows users to make crucial decisions. It supports the retrieval of data automatically, facilitating real-time decision-making. It also provides the ability to make decisions at all times, depending on changes in the processes.

    • Automatic Code Generation: The programming time at a company can be reduced through this feature, as it generates application codes automatically. The feature offers industry-specific solution frameworks for developing applications and visual development tools, allowing business users to build apps. This enables the simplification of complex business processes by converting them.

    • Pega Omni-channel UI: The user interface (UI) of Pega BPM is a design-once and deploy-anywhere model. This means that any channel can be interfaced with the UI, as designs can be adapted to various parameters, including device, channel, or user.

    • Pega Live Data: This feature of the tool integrates all the business’s data, analyzes it, and summarizes it into formats suitable for presentation. The feature has a caching option, which improves data management by reducing the load on external applications.

    • Pega Situational Layer Cake: Through this feature of the solution, business processes can be adjusted regarding changes in customer type, departments, products, geographies, time, languages, and channels.

    • Pega Pulse: Through Pega Pulse, employees, partners, and customers can collaborate and solve issues simultaneously.

    Pega BPM Benefits

    Pega BPM has various benefits for businesses. They include the following:

    • Accelerates business processes by building applications in a timely manner.

    • Provides automatically tailored screens and forms for customers to improve user experience and engagement.

    • Can be utilized on various sources, including being moved from a data center to the cloud and vice versa.

    • The low-code functionality decreases the need for developer intervention and reduces the costs of outsourcing IT assistance and maintenance.

    • The tool offers a flexible UI that allows users to switch from web to mobile during all times of product usage.

    • The platform offers business scalability incrementation through quick application development.

    Reviews from Real Users

    Amarender C., a feature lead at a financial services firm, thinks Pega BPM is easy to set up with great documentation and training.

    Anoop S., a delivery manager at LanceSoft, rates the product highly because it is user-friendly and has case management and claims management functions; has good documentation and a community portal that help in learning the product and resolving issues.

    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
    Financial services

    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.

    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 & Retirement
    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
    Computer Software Company32%
    Financial Services Firm29%
    Comms Service Provider9%
    Manufacturing Company6%
    Financial Services Firm26%
    Computer Software Company14%
    Manufacturing Company7%
    Computer Software Company17%
    Financial Services Firm16%
    Healthcare Company9%
    Manufacturing Company9%
    Educational Organization22%
    Computer Software Company12%
    Financial Services Firm10%
    Company Size
    Small Business8%
    Midsize Enterprise14%
    Large Enterprise78%
    Small Business18%
    Midsize Enterprise10%
    Large Enterprise72%
    Small Business21%
    Midsize Enterprise15%
    Large Enterprise64%
    Small Business15%
    Midsize Enterprise29%
    Large Enterprise56%
    Buyer's Guide
    Pega BPM vs. ServiceNow
    September 2023
    Find out what your peers are saying about Pega BPM vs. ServiceNow and other solutions. Updated: September 2023.
    744,865 professionals have used our research since 2012.

    Pega BPM is ranked 8th in Rapid Application Development Software with 30 reviews while ServiceNow is ranked 2nd in Rapid Application Development Software with 25 reviews. Pega BPM is rated 8.2, while ServiceNow is rated 8.2. The top reviewer of Pega BPM writes "Customized for various industries, such as financial, insurance, and healthcare; has AI, decisioning, and robotics features, and an intuitive UI". On the other hand, the top reviewer of ServiceNow writes "Useful out-of-the-box setups with helpful community support and excellent reliability". Pega BPM is most compared with Camunda, Appian, Microsoft Power Apps, IBM BPM and Salesforce Platform, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Microsoft Dynamics CRM, IBM Maximo and JIRA Service Management. See our Pega BPM 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.