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