We performed a comparison between Ivanti Neurons for ITSM and PagerDuty Operations Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"The solution's installation depends on its customization. It is easy."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"The solution is easy to use and has a user-friendly interface"
"The integrations are quite simple and clear."
"It is easy to set up."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"It has scaled well for us."
"The most valuable features of PagerDuty are customization, access, policies, and different rules regarding the path of escalation. Additionally, it's easy to use and create overrides. For example, if you all are on a call for one week each, but somebody wants to go on PTO, the team needs to swap shifts in PagerDuty. This is easy to do by creating overrides to switch up the set schedules. It's very user-friendly in that aspect. It works well for monitoring and alerting."
"The product has valuable on-call scheduling, escalation, and incident workflow management features."
"The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable."
"PagerDuty's notification process is the most valuable feature."
"The initial setup is straightforward."
"A cool feature is that it helps us to understand the flow of the alert. If the alert was coming to the current on-call and he didn't catch the call or didn't notice it for any reason, it starts being escalated automatically, according to the escalation schedule, or to other teammates. You can see the flow very easily on your phone or via the website, if you want to do a post-mortem."
"PagerDuty is very stable and very reliable."
"I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on."
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."
"Configuration requirements are extensive, even in basic Service Desk processes."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"Ivanti Neurons for ITSM's support model is not very strong. You should buy professional services. Its self-service portal and survey are extremely lacking. You cannot customize it, and it doesn't look very good. The solution does not have a strong community."
"The user interface must be made simpler and more effective."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"PagerDuty should be integrated with other tools, so it can import the IT roster automatically. Our other rules continue to work once they're configured, but the roster must be added manually."
"It cannot be integrated with our upgraded Jira system."
"The solution's analytics are okay. I don't think the features, at this point, give you a lot of insights. We have actually been trying to get insights from it but it hasn't really given us a lot of extra points to explore. We were looking at the number of alerts to see where many of the alerts were coming from. We never managed to get many insights on this."
"The user interface could be more intuitive."
"I would like the UI to be more intuitive. I would like to be able to group or color-code the discoveries. When you create a system, you have a listing of all the different configurations. You can list them by teams, but some additional color coding would be helpful. I would break it down by incident controls. In other words, it should be broken down it into response teams and engineering divisions."
"It is a very non-customizable product, so you cannot add things like root cause analysis or the classification of incidents based on the area where you are getting more incidents. For example, if you're getting a lot of database issues, that may be an are you want to probe."
"It’s quite hard to reach the support team."
"The product can be improved by including out-of-the-box integration with other standard tools used in our fields such as Confluence, and Jira."
Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews while PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 35 reviews. Ivanti Neurons for ITSM is rated 8.2, while PagerDuty Operations Cloud is rated 8.8. The top reviewer of Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". On the other hand, the top reviewer of PagerDuty Operations Cloud writes "Effectively generates alerts for incidents, making it suitable for 24/7 monitoring of infrastructure". Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, ManageEngine ServiceDesk Plus and Zendesk, whereas PagerDuty Operations Cloud is most compared with Opsgenie, ServiceNow, JIRA Service Management, Everbridge IT Alerting and Splunk On-Call.
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