Pega Platform vs ServiceNow comparison

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Pega Platform

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Executive SummaryUpdated on Oct 6, 2024

ServiceNow and Pega Platform are strong contenders in enterprise service management. ServiceNow has an upper hand due to its flexibility and scalability, while Pega Platform excels in automation and integration.

Features: ServiceNow offers high flexibility and scalability, making it suitable for various business needs. It supports customization, allowing businesses to tailor the platform according to specific requirements. Additionally, it provides a vibrant community for reliable support. Pega Platform features robust automation tools for efficient business process management, top-notch integration capabilities to ensure seamless connectivity across systems, and a powerful workflow designer.

Room for Improvement: ServiceNow could enhance its reporting and analytics tools for better user accessibility. Simplifying its interface will make it more user-friendly. There is also room to expand its API library for better third-party integration. Pega Platform needs a less complex configuration process. Enhancing the user interface will improve user adoption, and expanding its documentation can further support self-service opportunities.

Ease of Deployment and Customer Service: ServiceNow is known for a straightforward deployment process and responsive customer service, contributing to a positive experience. Pega Platform's deployment tends to be more complex, demanding thorough training resources, which users value despite the intricate setup.

Pricing and ROI: ServiceNow users find value in its competitive pricing and rapid ROI, offering an advantageous cost-benefit ratio. Although Pega Platform might involve higher initial setup costs, its extensive feature depth justifies the investment, delivering long-term ROI for those focusing on automation and integration benefits.

To learn more, read our detailed Pega Platform vs. ServiceNow Report (Updated: September 2024).

Pega Platform vs. ServiceNow

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Categories and Ranking

Pega Platform

Ranking in Rapid Application Development Software

6th

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

Business Rules Management (1st), Business Process Management (BPM) (3rd), Process Automation (2nd), Low-Code Development Platforms (7th)

ServiceNow

Ranking in Rapid Application Development Software

4th

Average Rating

8.4

Number of Reviews

214

Ranking in other categories

Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st), No-Code Development Platforms (1st)

Mindshare comparison

As of October 2024, in the Rapid Application Development Software category, the mindshare of Pega Platform is 6.6%, up from 6.2% compared to the previous year. The mindshare of ServiceNow is 11.3%, up from 8.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Rapid Application Development Software

Featured Reviews

Balaji Choda

Manager Acquisition at American Express

May 9, 2024

Provides built-in frameworks that can be reused and reduces time and cost

The frameworks are built over the core Pega platform. All the codes are already built. A user can directly use the framework according to their needs. All the corresponding data models and processes already built in the framework can be reused with our custom layer. The tool reduces our costs. It is faster to implement. The solution has everything. It is model-driven. It generates its own code. It has a rules engine. Previously, Pega had its own UI. Now, we have Constellation DX API. It helps us have any user interface we need, like Angular or React. API helps create work objects in the workflow.

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Fabio QUINTANILHA

IT4IT Manager at L'Oreal

Jan 29, 2024

A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs

I use the solution to collect data to build KPIs. We promote and foster the usage of workflows in the company We use the data to compare and review situations, propose improvements, and promote action items. SPM and ITSM features are the most helpful. The product’s standard user experience is…

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Application development is very rapid. A lot of code gets reused while building the applications, which is something we highly appreciate."

"The solution's case management is its most valuable aspect."

"The most valuable feature of Pega BPM is its architecture."

"The most valuable features of the solution are case management, routing, and low-code environment."

"The most valuable aspect of the solution is the various workflows."

"They're pretty easy to create, and they're pretty easy to deploy."

"We find the product to be scalable."

"It is easy to use, easy to understand, easy to implement and easy to enhance and we can do it as a Cloud. Also it is very user friendly."

More Pega Platform pros

"Change management is most valuable."

"The flow designer for application development is the most valuable. The newest version of flow designer allows us to develop applications quite fast. We can have custom and mobile applications. It has an interface for mobiles, and it also has a good reputation."

"One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features."

"There are lots of modules around IT service management such as IT business management and human resource management (HRC)."

"Very easy to implement and to respond to my clients' needs."

"I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows."

"The solution integrates well with other products."

"Great that it's knowledge-based and you can use the flows in ServiceNow."

More ServiceNow pros

Cons

"I believe they simplify the application development. It is still complex. The learning is not easy, it takes time compared to other products on the market."

"The solution would benefit from more integration capabilities."

"It should have integration with non-relational databases. A lot of databases are non-relational, and as a company, we are planning to move to NoSQL or open-source databases. It would be good if we are able to install and use Pega on a NoSQL database. They can also try to tailor or organize the company a bit differently and go more towards the microservice concept. I would like Pega to develop machine learning and intelligent AI algorithms. They have a good foundation in terms of the model and the stuff that we are using for some customers, and it will be good to onboard as many machine learning algorithms as possible."

"The solution's pricing model or licensing model could be a little better."

"From a technical point of view, it would be helpful to have some advanced analytics to help with configuration. We have a lot of unwanted features and it would be good to configure it more appropriately so that we are using just exactly what we need."

"Pega BPM could be improved by including token-based authentication and extending its integration options."

"If it could also be integrated with robotics, it could help with a lot of things, even if we don't have APIs, we could still talk to other applications. If it could invoke a bot, for example."

"First-time customers will find its licensing tricky. The technical support team for this solution could be faster in resolving tickets."

More Pega Platform cons

"Its stability and pricing need improvement."

"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."

"The solution's user experience could be improved concerning its UI and portals."

"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."

"There is inherent complexity with this tool because of the number of things that it can do."

"Licensing costs are very high."

"Complexities in the organization made the initial deployment complex."

More ServiceNow cons

Pricing and Cost Advice

"There are multiple Pega licensing models, including outcome- and revenue-based licensing models"

"I rate Pega BPM a seven out of ten."

"The price of Pega BPM is in the middle range compared to other solutions."

"They need to come up with licensing options. Right now they do have a cloud-based option, but the cloud prices I've seen are much more expensive compared to competing products."

"Users have to pay a yearly license cost for Pega BPM, which is expensive."

"Licensing is expensive. You need to wisely select between per user and per case."

"The price is a bit expensive."

"The licensing fees are based on the number of users."

More Pega Platform pricing and cost advice

"Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."

"We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."

"This is a pretty expensive product, so the licensing could be better."

"Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers."

"The platform offers a free trial, by providing a free developer instance once you sign up."

"The solution is expensive."

"$230 per user."

"We are happy with the pricing."

More ServiceNow pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which Rapid Application Development Software solutions are best for your needs.

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813,161 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

27%

Computer Software Company

13%

Manufacturing Company

Government

Educational Organization

25%

Computer Software Company

11%

Financial Services Firm

10%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

Is Pega BPM easy to work with and can beginners utilize this software?

You do need some preparation to be able to use all functions of Pega BPM. However, all users of this platform are in luck as it comes with good documentation and you can learn pretty much everythin...

Have you encountered any issues while using Pega BPM and were you assisted by the company?

My company has been using this tool for years and the only issue we have had, if you can call it that, was while setting it up. When we were setting it up initially, we had some drawbacks and could...

When you consider the features and benefits of Pega BPM, would you say this product is fairly priced?

Pega BPM can be considered overpriced for some; it all depends on the size of your company and the requirements of your customers. Sure, there are products out there that do the things that Pega B...

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...

Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...

What do you like most about ServiceNow?

The solution has a user-friendly interface.

Microsoft Power Apps vs Pega Platform

Comparisons

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Compared 17% of the time

Appian vs Pega Platform

Compared 7% of the time

IBM BPM vs Pega Platform

Compared 6% of the time

Compared 5% of the time

OutSystems vs Pega Platform

Compared 4% of the time

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BMC Helix ITSM vs ServiceNow

Compared 9% of the time

Microsoft Power Apps vs ServiceNow

Compared 9% of the time

Appian vs ServiceNow

Compared 5% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

LeanIX vs ServiceNow

Compared 4% of the time

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Product Reports

Pega Platform

Download Pega Platform product report

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Also Known As

Pega BPM, Pegasystems, SmartBPM, PegaRULES

No data available

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Pega

Overview

Pega Platform facilitates business process management, case management, and workflow automation for industries like banking, insurance, and healthcare. It supports digital transformation and customer service enhancements with its low-code capabilities and seamless integrations.

Pega Platform enables users to create efficient systems for case management, financial operations, and digital transformations. It provides tools for client onboarding, quoting, claims processing, customer experience improvements, and content management. Pega's low-code approach allows for the automation of complex processes, making it suitable for enterprises looking for adaptability and rapid deployment. While it offers strong real-time analytics and decision automation, users acknowledge challenges in user interface, integration, and performance aspects. High costs and a learning curve need attention, and enhancements in AI features and cloud services are desired.

What are the key features of Pega Platform?

Easy Implementation: Quick setup for fast project kick-off.
Seamless Process Adaptation: Adapts processes efficiently as business needs evolve.
Fast Prototyping: Enables rapid model creation and testing.
Unified Architecture: Streamlines operations across the platform.
Low-Code Environment: Facilitates swift application development.
Scalability: Supports growth and high-demand scenarios.
Real-Time Analytics: Provides immediate insights into operations.
Decision Automation: Automates standard decision-making processes.
Reusable Components: Encourages efficiency in development through component reuse.

What benefits do organizations find with Pega Platform?

Rapid Deployment: Quick launch of new processes saves time and resources.
Cost Efficiency: Reduces costs through automation and streamlined workflows.
Customer-Centric Solutions: Enhances customer experiences through integrated systems.
Improved Productivity: Automation frees up employee resources for other tasks.
Reliable Performance: Consistent platform performance ensures business continuity.

In banking, Pega Platform automates loan processing, accelerates customer onboarding, and manages compliance. Insurance companies benefit from streamlined claims processing and policy management. Healthcare sectors use the platform for patient engagement and care coordination, enabling organizations to adapt quickly to changing industry requirements.

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:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

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.”

Sample Customers

The State of Maine, ANZ, Coca-Cola, Department for Environment, Food & Rural Affairs (DEFRA), ME, New South Wales, OptumRx, Texas Department of Transportation, UnitedHealthcare Medicare & Retirement

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow

Pega Platform vs. ServiceNow