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 has a full suite for any enterprise. It is a process orchestration platform. It has detailed features for case management and workflows."
"The solution provides us with a very good dashboard."
"The most valuable feature of Pega BPMI would be the academy courses, specifically the Product Development Network (PDN). Additionally, our organization has a dedicated Customer Engagement Team that we work closely with to achieve our goals."
"The solution offers excellent workflows."
"The case management functionality of this solution has been most valuable."
"This solution is useful for business process management if you have any banking solutions or need to manage a process."
"The technical support of Pega BPM is very good."
"The best part of Pega, for me, is that they let you reuse a lot of the aspects in the product."
"We have found change management and CMDB to be very useful."
"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."
"ServiceNow is a very powerful tool that can perform a lot of different functions."
"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."
"Very easy to implement and to respond to my clients' needs."
"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."
"This solution is a single-storage for our user community to submit help desk tickets."
"The pricing of the product is quite good. It's not too expensive."
"The way the IDE works with the chatbox and the taxonomy imports could be a little smoother."
"What should be included is some UI features and maybe some integrations. This includes documentation on how the UI works."
"We have experienced a few technical challenges, particularly triggering the workflow through file drops and accessing files."
"The unit testing needs to improve, as well as the user interface."
"There have been some performance scalability issues. Suppose you want to add more users. You go from, say, 800 users to 1,500 users, and sometimes that creates issues for which there is no clear explanation. To fix it you have to escalate it with customer service and sometimes the response is not up to the mark in resolving those issues."
"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."
"The cost of licensing could be improved."
"Pega is claiming they're into low code but as per Gartner Magic Quadrant, Pega is not there now."
"Needs additional software titles and easier normalization."
"The capital expenditure neeed to get the tool up and running is extensive."
"Its setup is tough. It takes a lot of knowledge and a lot of experience."
"The scalability needs improvement."
"The customer service of the product right now isn't very good. It's an aspect they really need to improve."
"The pricing of the solution could be better. It's a bit high."
"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."
"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."
Pega BPM is ranked 7th in Rapid Application Development Software with 57 reviews while ServiceNow is ranked 4th in Rapid Application Development Software with 212 reviews. Pega BPM is rated 8.2, while ServiceNow is rated 8.4. The top reviewer of Pega BPM writes "Provides built-in frameworks that can be reused and reduces time and cost". 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, IBM BPM, Microsoft Power Apps and OutSystems, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Appian, IBM Maximo and Microsoft Dynamics CRM. See our Pega BPM vs. ServiceNow report.
See our list of best Rapid Application Development Software vendors.
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