What users are saying about
201 Ratings
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Score 8.3 out of 100
437 Ratings
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Score 8.4 out of 100

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

    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

    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

    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

    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

    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

    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

    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.
    Anonymous | TrustRadius Reviewer

    ServiceNow 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.
    Anonymous | TrustRadius Reviewer

    Pros

    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.
    Anonymous | TrustRadius Reviewer

    ServiceNow 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.
    Dr Gardiner Jones | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    ServiceNow 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!
    Anonymous | TrustRadius Reviewer

    Pricing 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
    1. 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
    1. 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
    Anonymous | TrustRadius Reviewer

    ServiceNow 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.
    Anonymous | TrustRadius Reviewer

    Usability

    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..
    Anonymous | TrustRadius Reviewer

    ServiceNow 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.
    Max Lewenhaupt | TrustRadius Reviewer

    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.
    Michael Sypes | TrustRadius Reviewer

    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.
    Michael Sypes | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    ServiceNow 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.
    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 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.
    Anonymous | TrustRadius Reviewer

    Implementation Rating

    Pega Platform

    Pega Platform 10.0
    Based on 1 answer
    Implementation is totally depend up on the requirement
    Anonymous | TrustRadius Reviewer

    ServiceNow 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.
    Randall Hodgins | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    ServiceNow IT Service Management

    We used to use Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of Jira, you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.
    Jessica Rich | TrustRadius Reviewer

    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.
    Michael Sypes | TrustRadius Reviewer

    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
    Anonymous | TrustRadius Reviewer

    ServiceNow 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
    Anonymous | TrustRadius Reviewer

    Screenshots

    Pega Platform

    ServiceNow IT Service Management

    Add comparison