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.
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.
"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."
"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."
"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."
"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."
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.
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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.