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.
"Can do a lot of things with minimum time and cost."
"The most valuable feature is the situational layer cake."
"The ability to define processes, build reports, and get insights or analytics on data is most valuable. It is a powerful platform."
"The most valuable feature of Pega BPM is its architecture."
"The solution's most valuable feature is its quick setup. Nowhere else you can create a good-looking application this quick. It's a fairly robust system."
"The most valuable features of the solution are case management, routing, and low-code environment."
"It is a stable solution...It is a scalable solution."
"The user interface and the ease of developing the workflow for an application are valuable features."
"It's great to do statuses or to review tasks."
"I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy."
"The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics."
"You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider."
"For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise."
"It uses a common base of data and allows different types of records to pull from that same base of data."
"A workflow automation platform that's reliable, performs well, and has good reporting and integration."
"HR Case Management and Customer Service Management are two of the key areas which clients are using."
"Pega BPM can improve product management, case management, omnichannel, CDH, and the customer data hub. All the major domains can improve. Additionally, more AI functionality and proper integrations with Pega RPA would be helpful."
"To learn Pega, you need to be a partner. If someone just wants to learn Pega for the sake of learning, they won't be able to do so as they don't give access to that."
"This is an expensive solution."
"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."
"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."
"Pega's technical support could be better."
"It is scalable, but it also interacts with a lot of other systems. I think they thought that the interface to other systems, legacy systems, was its strength, but when problems do occur, quickly diagnosing those problems has been a challenge."
"There is a scarcity of resources who have worked with this solution before."
"The Express edition does not allow the option for scripting."
"It's not user-friendly by default, but it can be customized to be customer-friendly."
"Compared to other products that I have been using, it is not as user-friendly."
"I would like to see Advanced Intelligent Automation."
"I have a problem with the way the solution's price is calculated."
"The reporting, which also includes dashboards, needs to be improved, and there should also be the ability to turn on and off portions of Project Management. Currently, as soon as you install the new version, you've got to go back there and make all the tweaks. There should be just a configuration file that goes to the new version. The Project Management module does not leverage the knowledge base the way it should, and there is no built-in ability to get to the articles. Resource management should be easier. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience."
"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly."
"The interface requires an upgrade."
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 "Fastens application development and has all the features to meet the requirements of our customers". 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.
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