What users are saying about

Appian

Top Rated
159 Ratings

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Top Rated
229 Ratings

Appian

Top Rated
159 Ratings
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Score 8.3 out of 101

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Top Rated
229 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.9 out of 101

Add comparison

Likelihood to Recommend

Appian

Surely Appian is not a Site Development Tool. So we should avoid the use of a system for just UX development. We should look for process automation as much as we can mature the use cases.
Ravi Joshi, PMI-ACP® profile photo

ServiceNow

Any arena where SLAs and Ticketing is a factor, SN performs terrifically. If you need a tool that is easy to learn and train, then SN is your choice. An area of issue is also a strong point (oddly enough), as with its wide range of custom-ability, many customers often create more work for our SN team to make changes, while subtle at times, if only to appease 1 person. Basically, its flexibility can create bottlenecks.
Ryan Weller profile photo

Feature Rating Comparison

Incident and problem management

Appian
ServiceNow
8.4
Organize and prioritize service tickets
Appian
ServiceNow
9.2
Expert directory
Appian
ServiceNow
8.1
Service restoration
Appian
ServiceNow
8.3
Self-service tools
Appian
ServiceNow
8.2
Subscription-based notifications
Appian
ServiceNow
8.9
ITSM collaboration and documentation
Appian
ServiceNow
8.3
ITSM reports and dashboards
Appian
ServiceNow
7.8

ITSM asset management

Appian
ServiceNow
7.9
Configuration mangement
Appian
ServiceNow
8.2
Asset management dashboard
Appian
ServiceNow
7.9
Policy and contract enforcement
Appian
ServiceNow
7.6

Change management

Appian
ServiceNow
9.0
Change requests repository
Appian
ServiceNow
9.0
Change calendar
Appian
ServiceNow
8.9
Service-level management
Appian
ServiceNow
9.1

Pros

  • Repeatable process. Once implemented in Appian, you have an automated process that will always work in the same way. No more dependencies on people remembering what needs to be done or how to do it.
  • Great integration with other applications. Appian allows you to integrate with many other applications to provide a seamless process flow.
  • Reporting capability. Appian has the ability to report on information from any connected system to provide real-time data. Very nice graphical and textual reports can be created.
  • Sites. The ability to create a place for a user to be able to perform their required job without having to see all of the other applications, reports and records. This allows a very focused approach for a user to interact with the system.
Helmut Arnold profile photo
  • Easy tracking of individuals' input and time spent
  • Automated email updates on work items
  • Tight integration among components
Michael Sypes profile photo

Cons

  • Appian is continually improving the product but having to learn new features every 3 months (upgrade schedule) can be a challenge.
  • Graphical user interface could use some additional improvements but it has come a long way already.
  • Sites could use some additional modifications. Currently, the News Feed is not available on a site.
Helmut Arnold profile photo
  • Haven't tried the new Project creation tool in Geneva yet, but Projects are always tricky when the tasks associated with them have dependencies on the order of completion and amount of work involved with each. To get each task down to a chunk of 3-4 hours would be a lot of work and hundreds of task dependencies.
  • It's very expensive if only used as a service desk ticketing system instead of an entire task management platform across the business. ServiceNow Express or other competitors would be much cheaper if only looking for IT service management.
  • Talent to heavily configure or add new functionality (developers) are costly, but you can mitigate this cost by training someone internal who has Javascript or similar object-oriented programming experience.
No photo available

Likelihood to Renew

Appian9.5
Based on 11 answers
We recently renewed our license with Appian. We are convinced that its flexibility, relative ease of use, the support they provide, there mobile advancements and their general willingness and desire to see us succeed all contributed to our reason to renew our agreement with Appian
Michael Campbell, PMP,CSM profile photo
ServiceNow3.7
Based on 11 answers
It does the ITIL management perfectly well. There is no other product that allows for customization. It is a cloud based product so we can access it anywhere.
Anusha Jampala profile photo

Usability

Appian8.8
Based on 28 answers
The interface is as difficult to use as you make it. We like to follow the KISS principle and automate the mundane so that our staff can concentrate on their day job and not have to worry about what happens next.
Paul Cabrelle profile photo
ServiceNow2.6
Based on 6 answers
The Geneva version has improved overall usability a lot, but would still be overwhelming for new users. Much like SAP or other large-scale applications- it can be very daunting when you get the first glance of all the modules, but you'll get the hang of it after some training and strong discipline.
No photo available

Reliability and Availability

No score
No answers yet
No answers on this topic
ServiceNow10.0
Based on 1 answer
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Michael Sypes profile photo

Performance

No score
No answers yet
No answers on this topic
ServiceNow9.0
Based on 1 answer
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes profile photo

Support

Appian8.3
Based on 52 answers
The ticketing system works quite well and they improved a lot adding some help-desk centers in Europe (more comfortable with the timezone you are working in). For incidents, the answers from support are satisfying too.
No photo available
ServiceNow7.0
Based on 3 answers
The ServiceNow team is U.S. based, highly responsive, friendly and intelligent. Technical support is one of the strongest differentiators of this company.
Lee Cullom profile photo

In-Person Training

Appian9.0
Based on 1 answer
As analyst I participated in a developer boot camp. At times it was hard to keep up but most of the time it made sense. Trainer took the time to explain and slowed pace down to answer questions etc.
No photo available
No score
No answers yet
No answers on this topic

Online Training

Appian10.0
Based on 1 answer
Really great training platform. Very visual and easy to use.
No photo available
ServiceNow1.0
Based on 1 answer
To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
No photo available

Implementation

Appian8.0
Based on 1 answer
No answer on this topic is available.
ServiceNow9.9
Based on 2 answers
Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
Randall Hodgins profile photo

Alternatives Considered

We went through a light-touch Request for Proposal process, explaining the problem we were trying to fix and giving lots of examples of the current process and pain points. Appian was one of 10 respondents but stood out as having all of the components that would make putting the customer first, sharing information across multiple government agencies, workflow, low code and speed to build a working prototype that would work on multiple devices (pc, mobile, table) out of the box.Appian understood the problem we were trying to fix, and their response answered the majority of our concerns about how to solve the problems for the business customer by using and re-using information. Other providers could do some parts of the functionality needed, or offered to build the prototype from scratch, or couldn't meet our timeframes (due to length of delivery or lack of resources). Some of the respondents missed the point entirely and simply did not meet the requirements we set.Another factor was the cost estimate presented by the respondents - Appian was not the cheapest, but they were definitely not wildly expensive (unlike a couple of other respondents)!
Lynley Johnston profile photo
Very similar products. SN was easier and faster to implement using Covestic. Though the initial implementation was rushed into for us so we didn't get advantage of many features of the product initially. But after a couple of years of using it on a regular basis and using more and more modules, lots of improvements, it is definitely a huge help for our organization. SN is a powerful product and we hope to take full advantage of all the modules and built-in functionality
Lorena Leonard profile photo

Scalability

No score
No answers yet
No answers on this topic
ServiceNow10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes profile photo

Return on Investment

  • Automation of business processes
  • Time taken per process
  • Update and expand those processes
No photo available
  • Initially it was hard and time consuming to get everyone to use the new tool. Getting everyone on the same page and be consistent. After the initial learning curve, we definitely saw an increased employee efficiency.
  • After the implementation, we definitely noticed better customer service. Helped with communication between all parties involved in the incidents, CRs, problems.
  • ROI - overall SN has a positive ROI
Lorena Leonard profile photo

Pricing Details

Appian

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Appian More Information

ServiceNow

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

ServiceNow More Information