Pega Platform vs ServiceNow Orchestration comparison

Pega and ServiceNow are both solutions in the Process Automation category. Pega is ranked #2 with an average rating of 8.2, while ServiceNow is ranked #11 with an average rating of 8.3. Pega holds a 6.4% mindshare in PA, compared to ServiceNow’s 4.1% mindshare. Additionally, 91% of Pega users are willing to recommend the solution, compared to 92% of ServiceNow users who would recommend it.

Pega Platform

Read 82 Pega Platform reviews

4,259 Views
3,321 Comparison Views

91% willing to recommend

ServiceNow Orchestration

Read 16 ServiceNow Orchestration reviews

2,130 Views
1,563 Comparison Views

92% willing to recommend

Pega Platform

ServiceNow Orchestration

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Executive SummaryUpdated on Jan 12, 2025

Pega Platform and ServiceNow Orchestration are leading products in the business process automation category. Pega is favored for its enterprise-level solutions, offering comprehensive features like case management, while ServiceNow is preferred for its IT service management ease and integration capabilities, making it more user-friendly in digital transformations.

Features: Pega Platform offers an extensive set of features like case management, allowing for efficient process automation. It enables integration services and a low-code environment that supports rapid prototyping. It also provides valuable insights with improved dashboards and reporting capabilities. ServiceNow Orchestration excels in integration capabilities for business process automation, particularly focusing on IT operations. It offers robust workflows and is known for its ease of use, specifically in digital transformations related to IT service management. Users find ServiceNow's ability to improve process efficiencies particularly valuable.

Room for Improvement: Pega Platform faces challenges such as complex upgrades requiring skilled resources, high licensing costs, and a need for improved UI and integration capabilities. Its cloud presence needs enhancements. ServiceNow Orchestration is critiqued for a rigid implementation process and high costs; users seek more flexibility and easier integration. Additionally, ServiceNow requires improvements in workflow speeds and providing a broader range of integrations.

Ease of Deployment and Customer Service: Pega Platform supports various deployment environments, offering flexibility with options like on-premises, public, hybrid, and private clouds. However, technical support is inconsistent, with some users noting dissatisfaction with response times. ServiceNow Orchestration primarily uses public cloud deployments and is recognized for good technical support, though it sometimes lacks depth in resolving unique issues.

Pricing and ROI: Both Pega Platform and ServiceNow Orchestration are expensive. Pega's pricing varies by licensing model and is affordable at scale but may not suit smaller businesses due to high fees. Despite this, Pega promises substantial ROI through effective automation in large enterprises. Similarly, ServiceNow's high costs are influenced by module selection and usage level but is regarded as leading in its segment. Both products offer significant ROI through enhanced process efficiencies.

To learn more, read our detailed Pega Platform vs. ServiceNow Orchestration Report (Updated: March 2025).

Buyer's Guide

Pega Platform vs. ServiceNow Orchestration

March 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Pega Platform

Ranking in Process Automation

2nd

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Business Rules Management (1st), Business Process Management (BPM) (4th), Rapid Application Development Software (6th), Low-Code Development Platforms (7th)

ServiceNow Orchestration

Ranking in Process Automation

11th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2025, in the Process Automation category, the mindshare of Pega Platform is 6.4%, down from 11.5% compared to the previous year. The mindshare of ServiceNow Orchestration is 4.1%, down from 4.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Process Automation

Featured Reviews

Mallik-Kesavaraju

Independent Consultant at Selfemployed

Significantly improves the overall cycle time, and offers robotic automation, and the BPM workflow

The extensive availability of ready-made gadgets in Pega BPM is a double-edged sword. While it offers convenience, it also leads to a steeper learning curve. Our developers and business analysts need to invest significant time and effort to fully understand and utilize the platform's capabilities. In essence, it's a complex product that demands a deep understanding to be used effectively. So, it cuts both ways. This complexity can be both an advantage and a disadvantage, depending on the user's expertise. So, the learning curve is pretty high! So, it's very good if you are a professional user, but you need to be a really good professional user to use this solution effectively.

Read full review

ShaheenKapery

Solutions Architect at Altron

Easy to integrate, stable solution and incredibly good customer service

It is a long setup. It was customized to our company's requirements. Bearing in mind that there is not just an IT team. You've got an IT team consisting of end-users, consulting, and user support sides. Install support, ServiceNow support, application support, and so on. What ServiceNow does is it's really good at getting the tickets to the right person. That's the power of it. There's no issue with it. But you need to set that up in advance. You need to know the structure and who is responsible for each task. The initial setup does take a long time, and the organization might face some issues. But once you've got that resolved, it's amazing.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The most valuable aspect of the solution is the various workflows."

"Allowed us to develop and quickly release with confidence using cloud technologies."

"The case management is great."

"getNext removes some of the managements overheads as well as inbuilt reporting."

"It allows for a unified platform with features like case management, BPM, service orchestration, low-code development, digital process automation, CRM, and decision-making, all integrated into a single platform."

"The tool reduces our costs."

"The technical support from Pega is very low, rating a one or two out of ten."

"It is easy to use, easy to understand, easy to implement and easy to enhance and we can do it as a Cloud. Also it is very user friendly."

More Pega Platform pros

"There are a lot of ready to use orchestration custom packs."

"Great with IT processes and business processes."

"Orchestration is commonly utilized by major corporations. The process of linking methods in ServiceNow, known as the RTS chain to parent methods, is executed seamlessly and efficiently. It's quite impressive and significant in its impact."

"This is a user-friendly solution where scripts can be made with ease. There are also many integration options, including Microsoft products, which gives the product a competitive edge."

"The solution effectively automates business processes."

"It has competitive AI capabilities."

"It is a very stable product, highly affordable."

"The interface of the solution is very user friendly and it is easily accessible via a simple URL. This makes it easier to complete the UI based tasks but using other features require expertise in languages like Java. But along with that, there are limitation in terms of network connectivity testing and administrator faces regular challenges in conducting connectivity tests due to these limitations."

More ServiceNow Orchestration pros

Cons

"First-time customers will find its licensing tricky. The technical support team for this solution could be faster in resolving tickets."

"The UI needs reworking."

"I've spent some hands-on time with the platform, and you can do those things, and it is all low code, but is it as easy as they make it sound? No. That's my two cents. For example, if I want to do something, there is no way to switch from low code. I just want to do a simple If-Then-Else rule, but I have to go through their low-code tool and do dragging and dropping. I'm a development person, and in my opinion, even some business users could do this easier. There is no way to go back and forth to an editor where I can just type in an If-Then-Else rule, which would be much faster than drawing in their low-code editor. They don't support that. They lead you too much."

"There is room for improvement in the user interface area."

"This is a quite expensive product."

"The training aspect of Pega BPM requires significant enhancement. There should be more opportunities for third-party training and engaging events, such as hackathons where individuals can share their expertise. Additionally, the training structure itself should be more organized, as I have received feedback from my colleagues in the COE that the current training approach is overwhelming and requires excessive referencing to obtain accurate information. Another area for improvement would be the user experience with regard to RPA. Simplifying the IDA for citizen developers would make it easier for them to adopt the RPA tool."

"The solution would benefit from more integration capabilities."

"Implementation is a challenge due to the handling of the code"

More Pega Platform cons

"It is a highly complex platform to work on."

"There should be connectors to cover at least the top industry applications, and they should be easier to configure in a plug-and-play fashion."

"There is still room for more integrations. Or, it would be nice to bundle multiple products together rather than selling everything as a model as that turns out to be a bit costly."

"Frequent upgrades may negatively impact the performance of instances. Therefore, for now, I don't recommend any additional upgrades."

"The deployment requires awareness among the project staff."

"From my space, the only thing that I can say is the spinning up with Google Cloud Services."

"I would like a user experience module to be added."

"We cannot perform GUI automation using the tool."

More ServiceNow Orchestration cons

Pricing and Cost Advice

"The price of Pega BPM is in the middle range compared to other solutions."

"Pricing is good."

"The costing model for Pega BPM is different. One is a license that you can pay yearly. Another licensing model for Pega BPM is based on the number of cases you create in production in a year. Costing based on use cases is also available for Pega BPM. I don't have information on its exact pricing or costs, though."

"I would rate the product's pricing a six out of ten."

"We mostly have a yearly license."

"Pega is expensive."

"The pricing is pretty good, compared to other similar products."

"This upgrade process is very expensive; although I haven't been on the sales team responsible for the pricing, I know it costs millions of dollars."

More Pega Platform pricing and cost advice

"The solution is costly and orchestrations are very expensive."

"ServiceNow doesn't give a clear cost indication. They have different contracts with different organizations and it's all about negotiation, so you don't know how they are doing at the cost level."

"It is quite expensive because we've had some customers come back and say it's quite pricey because in order for them to go ahead with Orchestration, they must have already been paying for Discovery, service mapping, and a few other things."

"Pricing is custom to every customer."

"The cost of the solution is based on the number of plugins, conductors and integrations used and is charged annually. The licensing cause has been increasing gradually which makes it difficult to access. Initially offer free features but over the time the charges rise which make it an expensive solution with limited features. Along with that, the integration issues persist and require additional middle where and internet connectivity for effective usage."

"This is an expensive product, but it is the best in the market considering the features and lack of competitors."

"It is not very expensive."

"In terms of price, this solution is at the higher end of what you'll find."

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Top Industries

By visitors reading reviews

Financial Services Firm

28%

Computer Software Company

13%

Manufacturing Company

Government

Financial Services Firm

21%

Computer Software Company

13%

Manufacturing Company

Insurance Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

Is Pega BPM easy to work with and can beginners utilize this software?

You do need some preparation to be able to use all functions of Pega BPM. However, all users of this platform are in luck as it comes with good documentation and you can learn pretty much everythin...

See all answers

Have you encountered any issues while using Pega BPM and were you assisted by the company?

My company has been using this tool for years and the only issue we have had, if you can call it that, was while setting it up. When we were setting it up initially, we had some drawbacks and could...

See all answers

When you consider the features and benefits of Pega BPM, would you say this product is fairly priced?

Pega BPM can be considered overpriced for some; it all depends on the size of your company and the requirements of your customers. Sure, there are products out there that do the things that Pega B...

See all answers

What do you like most about ServiceNow Orchestration?

The interface of the solution is very user friendly and it is easily accessible via a simple URL. This makes it easier to complete the UI based tasks but using other features require expertise in l...

See all answers

What is your experience regarding pricing and costs for ServiceNow Orchestration?

Pricing is custom to every customer.

See all answers

What needs improvement with ServiceNow Orchestration?

I remember last time I said there is no need for improvement. It's fine. Due to the limited scope, I cannot comment further. However, it should be integrated with AI and messaging or chatting featu...

See all answers

Comparisons

ServiceNow vs Pega Platform

Compared 19% of the time

Camunda vs Pega Platform

Compared 16% of the time

Appian vs Pega Platform

Compared 7% of the time

Microsoft Power Apps vs Pega Platform

Compared 5% of the time

IBM BPM vs Pega Platform

Compared 5% of the time

More Pega Platform Competitors

Camunda vs ServiceNow Orchestration

Compared 55% of the time

Control-M vs ServiceNow Orchestration

Compared 16% of the time

IBM BPM vs ServiceNow Orchestration

Compared 7% of the time

Temporal vs ServiceNow Orchestration

Compared 6% of the time

Nintex Process Platform vs ServiceNow Orchestration

Compared 2% of the time

More ServiceNow Orchestration Competitors

Product Reports

Buyer's Guide

Pega Platform

March 2025

Download Pega Platform product report

Buyer's Guide

ServiceNow Orchestration

March 2025

Download ServiceNow Orchestration product report

Also Known As

Pega BPM, Pegasystems, SmartBPM, PegaRULES

No data available

Overview

Pega Platform facilitates business process management, case management, and workflow automation for industries like banking, insurance, and healthcare. It supports digital transformation and customer service enhancements with its low-code capabilities and seamless integrations.

Pega Platform enables users to create efficient systems for case management, financial operations, and digital transformations. It provides tools for client onboarding, quoting, claims processing, customer experience improvements, and content management. Pega's low-code approach allows for the automation of complex processes, making it suitable for enterprises looking for adaptability and rapid deployment. While it offers strong real-time analytics and decision automation, users acknowledge challenges in user interface, integration, and performance aspects. High costs and a learning curve need attention, and enhancements in AI features and cloud services are desired.

What are the key features of Pega Platform?

Easy Implementation: Quick setup for fast project kick-off.
Seamless Process Adaptation: Adapts processes efficiently as business needs evolve.
Fast Prototyping: Enables rapid model creation and testing.
Unified Architecture: Streamlines operations across the platform.
Low-Code Environment: Facilitates swift application development.
Scalability: Supports growth and high-demand scenarios.
Real-Time Analytics: Provides immediate insights into operations.
Decision Automation: Automates standard decision-making processes.
Reusable Components: Encourages efficiency in development through component reuse.

What benefits do organizations find with Pega Platform?

Rapid Deployment: Quick launch of new processes saves time and resources.
Cost Efficiency: Reduces costs through automation and streamlined workflows.
Customer-Centric Solutions: Enhances customer experiences through integrated systems.
Improved Productivity: Automation frees up employee resources for other tasks.
Reliable Performance: Consistent platform performance ensures business continuity.

In banking, Pega Platform automates loan processing, accelerates customer onboarding, and manages compliance. Insurance companies benefit from streamlined claims processing and policy management. Healthcare sectors use the platform for patient engagement and care coordination, enabling organizations to adapt quickly to changing industry requirements.

Pega

ServiceNow is the fastest-growing enterprise cloud software company in the world above $1 billion (2018 revenue was $2.6 billion, up 36% year over year). We deliver digital workflows that create great experiences and unlock productivity to approximately 5,400 enterprise customers worldwide, including almost 75% of the Fortune 500.

ServiceNow

Sample Customers

The State of Maine, ANZ, Coca-Cola, Department for Environment, Food & Rural Affairs (DEFRA), ME, New South Wales, OptumRx, Texas Department of Transportation, UnitedHealthcare Medicare & Retirement

experian, BEACHBODY, HealthPartners, Banosoft

Buyer's Guide

Pega Platform vs. ServiceNow Orchestration

March 2025

Free Report: Pega Platform vs. ServiceNow Orchestration

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