What users are saying about
201 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.3 out of 100
Based on 201 reviews and ratings
437 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.4 out of 100
Based on 437 reviews and ratings
Feature Set Ratings
Reporting & Analytics

8.3
Pega Platform
83%

ServiceNow IT Service Management
Feature Set Not Supported
N/A
Pega Platform ranks higher in 3/3 features
Pega Platform ranks higher in 3/3 features
Dashboards

8.9
89%
61 Ratings

N/A
0 Ratings
Standard reports

8.0
80%
61 Ratings

N/A
0 Ratings
Custom reports

8.0
80%
60 Ratings

N/A
0 Ratings
Process Engine

8.2
Pega Platform
82%

ServiceNow IT Service Management
Feature Set Not Supported
N/A
Pega Platform ranks higher in 8/8 features
Pega Platform ranks higher in 8/8 features
Process designer

8.5
85%
63 Ratings

N/A
0 Ratings
Process simulation

9.0
90%
55 Ratings

N/A
0 Ratings
Business rules engine

9.0
90%
63 Ratings

N/A
0 Ratings
SOA support

7.0
70%
49 Ratings

N/A
0 Ratings
Process player

8.5
85%
47 Ratings

N/A
0 Ratings
Support for modeling languages

5.4
54%
6 Ratings

N/A
0 Ratings
Form builder

9.0
90%
58 Ratings

N/A
0 Ratings
Model execution

9.5
95%
54 Ratings

N/A
0 Ratings
Collaboration

8.0
Pega Platform
80%

ServiceNow IT Service Management
Feature Set Not Supported
N/A
Pega Platform ranks higher in 1/1 features
Pega Platform ranks higher in 1/1 features
Social collaboration tools

8.0
80%
49 Ratings

N/A
0 Ratings
Content Management Capabilties

4.4
Pega Platform
44%

ServiceNow IT Service Management
Feature Set Not Supported
N/A
Pega Platform ranks higher in 1/1 features
Pega Platform ranks higher in 1/1 features
Content management

4.4
44%
9 Ratings

N/A
0 Ratings
Incident and problem management

Pega Platform
Feature Set Not Supported
N/A

8.1
ServiceNow IT Service Management
81%
ServiceNow IT Service Management ranks higher in 7/7 features
ServiceNow IT Service Management ranks higher in 7/7 features
Organize and prioritize service tickets

N/A
0 Ratings

8.9
89%
67 Ratings
Expert directory

N/A
0 Ratings

7.9
79%
51 Ratings
Service restoration

N/A
0 Ratings

7.8
78%
56 Ratings
Self-service tools

N/A
0 Ratings

7.6
76%
65 Ratings
Subscription-based notifications

N/A
0 Ratings

7.4
74%
63 Ratings
ITSM collaboration and documentation

N/A
0 Ratings

8.4
84%
60 Ratings
ITSM reports and dashboards

N/A
0 Ratings

8.3
83%
62 Ratings
ITSM asset management

Pega Platform
Feature Set Not Supported
N/A

7.8
ServiceNow IT Service Management
78%
ServiceNow IT Service Management ranks higher in 3/3 features
ServiceNow IT Service Management ranks higher in 3/3 features
Configuration mangement

N/A
0 Ratings

7.7
77%
60 Ratings
Asset management dashboard

N/A
0 Ratings

8.0
80%
59 Ratings
Policy and contract enforcement

N/A
0 Ratings

7.7
77%
53 Ratings
Change management

Pega Platform
Feature Set Not Supported
N/A

8.1
ServiceNow IT Service Management
81%
ServiceNow IT Service Management ranks higher in 3/3 features
ServiceNow IT Service Management ranks higher in 3/3 features
Change requests repository

N/A
0 Ratings

8.2
82%
61 Ratings
Change calendar

N/A
0 Ratings

7.8
78%
55 Ratings
Service-level management

N/A
0 Ratings

8.2
82%
57 Ratings
Attribute Ratings
- Pega Platform is rated higher in 3 areas: Usability, Support Rating, Online Training
- Pega Platform and ServiceNow IT Service Management are tied in 3 areas: Likelihood to Recommend, Likelihood to Renew, Implementation Rating
Likelihood to Recommend

8.7
Pega Platform
87%
72 Ratings

8.7
ServiceNow IT Service Management
87%
79 Ratings
Likelihood to Renew

10.0
Pega Platform
100%
7 Ratings

10.0
ServiceNow IT Service Management
100%
12 Ratings
Usability

9.0
Pega Platform
90%
1 Rating

6.5
ServiceNow IT Service Management
65%
11 Ratings
Availability

Pega Platform
N/A
0 Ratings

10.0
ServiceNow IT Service Management
100%
2 Ratings
Performance

Pega Platform
N/A
0 Ratings

9.0
ServiceNow IT Service Management
90%
2 Ratings
Support Rating

9.5
Pega Platform
95%
13 Ratings

7.5
ServiceNow IT Service Management
75%
40 Ratings
Online Training

8.0
Pega Platform
80%
1 Rating

1.0
ServiceNow IT Service Management
10%
1 Rating
Implementation Rating

10.0
Pega Platform
100%
1 Rating

10.0
ServiceNow IT Service Management
100%
6 Ratings
Product Scalability

Pega Platform
N/A
0 Ratings

10.0
ServiceNow IT Service Management
100%
1 Rating
Likelihood to Recommend
Pega Platform
Pega Platform has introduced the low code feature, using app studio seasonal and professional developer can develop application easily and quickly. The initial application can be build by Business analyst and product owner who has less knowledge of Pega Platform, further application can be enhanced/extended by professional developer. We can develop end to end application and promote to higher environment. Easily we can perform parallel development using branch.

Verified User
Professional in Information Technology
Information Technology & Services Company, 501-1000 employeesServiceNow IT Service Management
In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.

Verified User
Engineer in Finance and Accounting
Financial Services Company, 5001-10,000 employeesPros
Pega Platform
- Quick development time. Much of the Pega "rules" are easy to configure and implement.
- Visually friendly and modern. Much of the UI/UX elements in the system are continuously supported and updated, giving a nice feel to the apps.
- Many of the configurations and rules Pega gives to the developers can also be delegated to business users. The organization and structure of the client's business can easily be adapted in the Pega platform.

Verified User
Employee in Information Technology
Information Technology & Services Company, 51-200 employeesServiceNow IT Service Management
- When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
- I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
- Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
- To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
Windows Systems Administrator
DaVita Kidney CareHospital & Health Care, 1001-5000 employees
Cons
Pega Platform
- Need more learning materials. For Beginners who have previous programming experience with another language takes more time to learn.
- If the developer is met with an issue in pega platform , they have to rely on Pega supporting team to fix it.
- Customization is available but is not encouraged. Pega does not support faults that occur in customized solutions.

Verified User
Engineer in Information Technology
Information Technology and Services Company, 10,001+ employeesServiceNow IT Service Management
- 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!

Verified User
Project Manager in Information Technology
Banking Company, 10,001+ employeesPricing Details
Pega Platform
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$90 Per User Per Month
Pega Platform Editions & Modules
Edition
Starter | $90.001 |
---|
- Per User Per Month
Additional Pricing Details
—ServiceNow IT Service Management
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$0 per year
ServiceNow IT Service Management Editions & Modules
Edition
Starting Price | $10,000.001 |
---|
- per year
Additional Pricing Details
—Likelihood to Renew
Pega Platform
Pega Platform 10.0
Based on 7 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

Verified User
Vice-President in Information Technology
Insurance Company, 1001-5000 employeesServiceNow IT Service Management
ServiceNow IT Service Management 10.0
Based on 12 answers
To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.

Verified User
Analyst in Information Technology
Information Technology and Services Company, 1001-5000 employeesUsability
Pega Platform
Pega Platform 9.0
Based on 1 answer
Pega Platform is enhancing its product and launching new features day by day which help to achieve customers needs. If I talk about the earlier version of Pega Platform (i.e. pega v5 and 6.3) there were many numbers of limitations in Pega Platform and if we need to do some customization then needed to write custom java and jave scripts to achieve the functionally. Now I can say Pega Platform is running with market trends and demand. Pega Platform is giving all the options which support the current technologies like decisioning capabilities, real time processing, mashup, process fabrics etc..

Verified User
Professional in Information Technology
Information Technology & Services Company, 501-1000 employeesServiceNow IT Service Management
ServiceNow IT Service Management 6.5
Based on 11 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.
EMEA Enterprise Support Specialist
Discovery Networks InternationalBroadcast Media, 1001-5000 employees
Reliability and Availability
Pega Platform
No score
No answers yet
No answers on this topic
ServiceNow IT Service Management
ServiceNow IT Service Management 10.0
Based on 2 answers
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Programmer Analyst
Goodwill of Central ArizonaPhilanthropy, 1001-5000 employees
Performance
Pega Platform
No score
No answers yet
No answers on this topic
ServiceNow IT Service Management
ServiceNow IT Service Management 9.0
Based on 2 answers
For a massive system, page loads are reasonably quick, including searches.
Programmer Analyst
Goodwill of Central ArizonaPhilanthropy, 1001-5000 employees
Support Rating
Pega Platform
Pega Platform 9.5
Based on 13 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.

Verified User
Manager in Customer Service
Financial Services Company, 5001-10,000 employeesServiceNow IT Service Management
ServiceNow IT Service Management 7.5
Based on 40 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.

Verified User
Administrator in Information Technology
Law Practice Company, 1001-5000 employeesOnline 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.

Verified User
Team Lead in Information Technology
Insurance Company, 1001-5000 employeesServiceNow IT Service Management
ServiceNow IT Service Management 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.

Verified User
Engineer in Information Technology
Consumer Goods Company, 5001-10,000 employeesImplementation Rating
Pega Platform
Pega Platform 10.0
Based on 1 answer
Implementation is totally depend up on the requirement

Verified User
Professional in Information Technology
Information Technology & Services Company, 501-1000 employeesServiceNow IT Service Management
ServiceNow IT Service Management 10.0
Based on 6 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.
Senior ITSM Solutions Architect
JIT Resources & Solutions (J.I.T.)Information Technology and Services, 11-50 employees
Alternatives Considered
Pega Platform
We did evaluate multiple products offerings with Pega Platform capabilities and observed that Pega PRPC rules engine and case management capabilities are better over so many BPM Tools. We also conducted a detailed study with developers to identify the best products out of Suite of BPM products. It's observed that Rules engines integration is very streamlined with forms in Pega whereas other tools multiple have powerful data model capabilities but lacks the ease of creating business rules.

Verified User
Program Manager in Professional Services
Computer Software Company, 10,001+ employeesServiceNow IT Service Management
Project manager
IndeedInformation Technology & Services, 10,001+ employees
Scalability
Pega Platform
No score
No answers yet
No answers on this topic
ServiceNow IT Service Management
ServiceNow IT Service Management 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Programmer Analyst
Goodwill of Central ArizonaPhilanthropy, 1001-5000 employees
Return on Investment
Pega Platform
- For one of the applications we worked on, we were able to reduce the processing time on a case from 2 days to 20 minutes by utilizing Pega
- We were able to resolve the issue of the routing of cases to users based on a specific algorithm by use of Pega
- Pega case management feature was extensively used in one of the application to establish a parent-child relationship which was very helpful for all the business users

Verified User
Consultant in Information Technology
Information Technology and Services Company, 10,001+ employeesServiceNow IT Service Management
- ServiceNow has helped majorly in removing the in-house development effort for the ticketing tool and now we can focus on using the ticketing system and rest is managed by service now
- ServiceNow have had a great impact in Incident reporting and management through its subscription models and a powerful dashboard
- With machine learning feature available within service now, we are able to analyze the incident patterns and root cause and reduce the production outages

Verified User
Engineer in Information Technology
Banking Company, 1001-5000 employees