Pega Platform vs ServiceNow IT Service Management

• 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.

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• 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

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• 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.

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• 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!

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• 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

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• 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.

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