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.
"Allowed us to develop and quickly release with confidence using cloud technologies."
"It is a stable solution...It is a scalable solution."
"It is quite configurable, which is the most exciting feature. We can easily configure it as per our needs."
"Can do a lot of things with minimum time and cost."
"The solution's case management is its most valuable aspect."
"The workflow designing and integration are the most valuable features. Also, the UI design was pretty easy."
"Overall, the ability to integrate with multiple applications and effective case management is the most valuable."
"Pega BPM offers a lot of out-of-the-box functionalities."
"There are lots of modules around IT service management such as IT business management and human resource management (HRC)."
"ServiceNow was the first true enterprise to service management platform."
"There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities."
"Great that it's knowledge-based and you can use the flows in ServiceNow."
"It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents."
"The subsequent chain of tasks, I believe, is valuable."
"I have found that sorting and grouping functions are particularly useful."
"It uses a common base of data and allows different types of records to pull from that same base of data."
"The workflow automation can be slow, so there is room for improvement there."
"It's called a local platform but on the other hand, it needs a lot of experience. It's not all that easy to click and plug and play. If you really want to use all the features out of this platform, you definitely need a lot of experience and a lot of training to get there."
"Sometimes when we are patching some data from the database, we are getting added as a timeout."
"There is a scarcity of resources who have worked with this solution before."
"Pega Cloud early adoption and use for cross enterprise capability was new to many. The early adoption meant version 2.0 of their cloud service may require refactoring and redesign of some services."
"The training aspect of Pega BPM requires significant enhancement. There should be more opportunities for third-party training and engaging events, such as hackathons where individuals can share their expertise. Additionally, the training structure itself should be more organized, as I have received feedback from my colleagues in the COE that the current training approach is overwhelming and requires excessive referencing to obtain accurate information. Another area for improvement would be the user experience with regard to RPA. Simplifying the IDA for citizen developers would make it easier for them to adopt the RPA tool."
"This is an expensive solution."
"In the next release of Pega BPM, they should add more ways to do the customer interaction fields in the portals."
"I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."
"Currently, we are finding it a bit difficult to monitor the subscriptions that are being used. The reporting feature related to this can be improved. Its ITOM functionality can be improved. BMC does a better job than ServiceNow in terms of capturing utilization and other such things."
"Once a change request has been created once it's been approved and been submitted, there is no way to go in on that particular change request and submit an additional task."
"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."
"There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon."
"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."
"Some enhancements to the self-service platform would be helpful. That part is still a little barebone... Also, the mobile app is not bad, but it's limited."
"They could improve license management, particularly when integrating different applications or toolsets."
Pega BPM is ranked 7th in Rapid Application Development Software with 55 reviews while ServiceNow is ranked 4th in Rapid Application Development Software with 210 reviews. Pega BPM is rated 8.2, while ServiceNow is rated 8.4. The top reviewer of Pega BPM writes "Low code with great APIs and good flexibility". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Pega BPM is most compared with Camunda, Appian, Microsoft Power Apps, IBM BPM and OutSystems, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, IBM Maximo, Appian and Microsoft Dynamics CRM. 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.
