What users are saying about
Top Rated
173 Ratings
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Top Rated
338 Ratings
Top Rated
173 Ratings
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Score 8.4 out of 100

ServiceNow

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Top Rated
338 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100

Likelihood to Recommend

Pega Platform

Pega is great for corporate web apps when a certain work flow or process can be improved through automation or a more stream lined process. It can handle forms and documents really well, integrates well with many different services (including other Pega apps), can handle very complex work flows and logic to basic things like user permissions and notifications. I would say it is less suited for small business needs. I would also say it is not that great at handling media or very interactive screens such as video (something I have personally never seen done).
Anonymous | TrustRadius Reviewer

ServiceNow

In very large enterprises. ServiceNow can handle a multitude of operations to help with overall IT management. The downside is two-fold: it can get quite clunky at times, and is expensive. While much of it is not intuitive and can be difficult to figure out and use, it has quite a wide range of reporting capabilities. If set up properly with solid process flows, it can be a tremendous tool for IT consumers, technicians and management.
Dr Gardiner Jones | TrustRadius Reviewer

Feature Rating Comparison

Reporting & Analytics

Pega Platform
7.9
ServiceNow
Dashboards
Pega Platform
8.1
ServiceNow
Standard reports
Pega Platform
8.1
ServiceNow
Custom reports
Pega Platform
7.4
ServiceNow

Process Engine

Pega Platform
7.8
ServiceNow
Process designer
Pega Platform
8.5
ServiceNow
Process simulation
Pega Platform
8.1
ServiceNow
Business rules engine
Pega Platform
8.5
ServiceNow
SOA support
Pega Platform
8.3
ServiceNow
Process player
Pega Platform
7.9
ServiceNow
Support for modeling languages
Pega Platform
5.4
ServiceNow
Form builder
Pega Platform
7.9
ServiceNow
Model execution
Pega Platform
8.1
ServiceNow

Collaboration

Pega Platform
7.7
ServiceNow
Social collaboration tools
Pega Platform
7.7
ServiceNow

Content Management Capabilties

Pega Platform
4.4
ServiceNow
Content management
Pega Platform
4.4
ServiceNow

Incident and problem management

Pega Platform
ServiceNow
8.4
Organize and prioritize service tickets
Pega Platform
ServiceNow
8.9
Expert directory
Pega Platform
ServiceNow
8.0
Service restoration
Pega Platform
ServiceNow
8.2
Self-service tools
Pega Platform
ServiceNow
8.4
Subscription-based notifications
Pega Platform
ServiceNow
8.1
ITSM collaboration and documentation
Pega Platform
ServiceNow
8.6
ITSM reports and dashboards
Pega Platform
ServiceNow
8.5

ITSM asset management

Pega Platform
ServiceNow
8.0
Configuration mangement
Pega Platform
ServiceNow
8.2
Asset management dashboard
Pega Platform
ServiceNow
8.1
Policy and contract enforcement
Pega Platform
ServiceNow
7.6

Change management

Pega Platform
ServiceNow
8.7
Change requests repository
Pega Platform
ServiceNow
8.8
Change calendar
Pega Platform
ServiceNow
8.5
Service-level management
Pega Platform
ServiceNow
8.7

Pros

Pega Platform

  • Reusability
  • Pega’s Situational layer cake architecture is capable of organizing application to suit enterprise needs. An enterprise can have a complex organization structure located around the globe. Because of Situational layer cake architecture reusing common policies and procedures is easy while allowing for differences between products, regions, channels and customer segments.Whereas with some application development platforms, separate copies of the application should be created to suite different business context.
  • Faster application delivery
  • With Pega developers can reuse common policies and procedures, replicate functions and industry specific frameworks and utilize pega UI elements to develop applications. IT is easy to deploy.Therefore developers are capable of delivering application earlier compared to some application development platforms. Pega reduces time taken to deliver an outcome.
  • Pega upgrades
  • Pega platform is upddated to adapt and work with latest technologies.
  • Proprietary users support and maintain Pega platform continuously. Pega customer support is always willing to enhance product support.
Anonymous | TrustRadius Reviewer

ServiceNow

  • Web based GUI where we can have drag and drop feature enabled for handling the items
  • Integrates well with third party platforms using REST APIs like monitoring tools to create tickets or Alerting tools to create alarms in case of an event
  • Available as a SAAS solution by ServiceNow hence users needn't worry about the backend infrastructure
Anonymous | TrustRadius Reviewer

Cons

Pega Platform

  • Pega’s Strategic Apps, Cobrowse and OpenSpan offerings appeal to midmarket customers, but Pega is not aggressively promoting Pega 7 and Pega Express as stand-alone iBPMS platforms to the midmarket.
  • Pega doesn't support powerful data or process modeling capabilities as compared to the other tools.
  • Pega doesn't support full extraction, transformation and loading capabilities as offered by other industry-leading tools. Pega support doesn't solve tickets correctly on-time.
Anonymous | TrustRadius Reviewer

ServiceNow

  • It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
  • The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
  • The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Pega Platform

Pega Platform 10.0
Based on 6 answers
Pegasystems has continued to demonstrate a strong partnership with our organization and investment in their product that aligns with our overall vision and need. Pegasystems has engaged us at every level, with the assistance of minor defects to the overall roadmap planning and alignment of our goals
Anonymous | TrustRadius Reviewer

ServiceNow

ServiceNow 10.0
Based on 12 answers
At the moment, ServiceNow provides the best offering in the space and our customers are very happy with their current portals. We recently conducted an ROI review of the ServiceNow product with a client that was very favorable to the product. We keep our options open, but as of right now, we don't see a reason to change.
Akil Franklin | TrustRadius Reviewer

Usability

Pega Platform

No score
No answers yet
No answers on this topic

ServiceNow

ServiceNow 10.0
Based on 7 answers
The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
Max Lewenhaupt | TrustRadius Reviewer

Reliability and Availability

Pega Platform

No score
No answers yet
No answers on this topic

ServiceNow

ServiceNow 10.0
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 | TrustRadius Reviewer

Performance

Pega Platform

No score
No answers yet
No answers on this topic

ServiceNow

ServiceNow 9.0
Based on 1 answer
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes | TrustRadius Reviewer

Support

Pega Platform

Pega Platform 7.0
Based on 6 answers
It’s very slow sometimes, but that may be our servers. Also the Knowledge Library needs some work - again, not sure if it’s our setup or what- but I’m unable to search the body of an article for content, so I have to be very intentional with tagging, but it’s not ideal.
Anonymous | TrustRadius Reviewer

ServiceNow

ServiceNow 8.2
Based on 16 answers
I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
Anonymous | TrustRadius Reviewer

Online Training

Pega Platform

Pega Platform 8.0
Based on 1 answer
The online training is an excellent one, but still it is missing hands on development.
Anonymous | TrustRadius Reviewer

ServiceNow

ServiceNow 1.0
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.
Anonymous | TrustRadius Reviewer

Implementation

Pega Platform

No score
No answers yet
No answers on this topic

ServiceNow

ServiceNow 10.0
Based on 3 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 | TrustRadius Reviewer

Alternatives Considered

Pega Platform

Pega offers a business-friendly toolkit for defining applications. Unlike traditional BPM tools, there is much fewer complications, the technical syntax to handle in modeling processes and hardly any hard-coded programming. A well-trained business user can be trusted to create a business application from the Pegasystems BPM framework if desired. Pega also provides "Case Life cycle Management" - which allows any business user to capture and process the full scope of work in their operations, be it document handling, approvals, decision making, etc. These tasks can all be built into a process flow to automate as much as possible. The usage of design-once, the deploy-anywhere user interface has helped in saving a lot of effort.
Anonymous | TrustRadius Reviewer

ServiceNow

ServiceNow seems to be able to scale as large as you would like it to and outpaces the competition as far as ease of licenses and growth. While it is clunky it really allows you to drill down to the smallest workflow or permissions to really allow the system to build around your environment. Other products seem to want to push you towards templates or more of the "wizard" style set up.
Jesse Bickel, MS - PMP | TrustRadius Reviewer

Scalability

Pega Platform

No score
No answers yet
No answers on this topic

ServiceNow

ServiceNow 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes | TrustRadius Reviewer

Return on Investment

Pega Platform

  • With our framework, we have been able to build new applications in 10% of the time/cost. Example, we built an application that took 8 months and 1.2 million k in a traditional .net environment and was able to build a similar application in 60 days for about 100k
  • Collaboration with the designer shaves weeks off the requirements gathering
  • Standard reporting is a launchpad that allows the users to accept the system without waiting for MIS reports to follow application build which often would usually delay use for 60 to 90, but not with Pega
Chuck Kelly | TrustRadius Reviewer

ServiceNow

  • ServiceNow has positively impacted ROI as it has improved the efficiency of request handling.
  • It has had the positive impact of allowing our organization to standardize on one ticketing tool eliminating a number of others.
  • A negative impact on ROI has been the licensing cost of ServiceNow. Being the premier ticket management system, it definitely has the price tag to match.
Anonymous | TrustRadius Reviewer

Screenshots

Pega Platform

ServiceNow

Pricing Details

Pega Platform

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

ServiceNow

General

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

Rating Summary

Likelihood to Recommend

Pega Platform
8.5
ServiceNow
8.3

Likelihood to Renew

Pega Platform
10.0
ServiceNow
10.0

Usability

Pega Platform
ServiceNow
10.0

Reliability and Availability

Pega Platform
ServiceNow
10.0

Performance

Pega Platform
ServiceNow
9.0

Support

Pega Platform
7.0
ServiceNow
8.2

Online Training

Pega Platform
8.0
ServiceNow
1.0

Implementation

Pega Platform
ServiceNow
10.0

Scalability

Pega Platform
ServiceNow
10.0

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