We performed a comparison between ManageEngine ServiceDesk Plus 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."ManageEngine provides additional modules that we can integrate in the future."
"The tool's most valuable feature is task creation. The tickets get timestamps as well."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"There's no problem with the software."
"The solution is free for up to five users."
"It's stable."
"CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."
"I rate the solution a ten out of ten for scalability."
"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."
"The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable."
"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 most valuable feature is the phone app that allows us to send notifications without the additional fees when sending by SMS or phone calls."
"The alerts are immediate in this solution, which allows us to respond to errors quickly."
"The solution's most valuable features are that it adds each alert as a service, has good scheduling capabilities, and includes the ability to write logic based on texts."
"PagerDuty is very stable and very reliable."
"The initial setup is a simple process."
"We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform."
"I would like to improve the task management module and analytics."
"The documentation could be improved."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."
"The solution does not have an automated approach to integration with other ManageEngine products."
"I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product."
"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."
"It’s quite hard to reach the support team."
"The solution does not code all alerts correctly so sometimes you get false positives or multiple alerts for the same issue."
"Because of the way you have to structure the rosters, if an engineer has to go on leave (or something), you can't just go in and reassign/take this person out of all of the different rosters that they're in. You have to go into each of the rosters and take them out. There might be a roster for business hours, after hours rotation, and monitoring deployments. Each time we need to take an engineer out of the pool, e.g., if they're sick or on leave, then we have to go and touch all of those rosters, updating and replacing them. Whereas, if we could just take the person out and have it automatically fill in the rostering, then that would make life a lot easier for managing it."
"There is room for improvement with the time schedule. The way the schedule currently works is you assign all the team members in one schedule and it automatically spreads them around throughout the schedule... It would be better to be able to edit the schedule and place my team members where I want, or at least to have that option in addition to the automatic process."
"I would like to see more content in the notification messages; although, that might be a configuration on our end."
"PagerDuty can improve the integration with Terraform."
"PagerDuty's webhooks need some improvement."
"This solution works best in conjunction with a proper logging system, which can be an additional cost to organizations."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 35 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while PagerDuty Operations Cloud is rated 8.8. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". 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". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and SolarWinds Web Help Desk, whereas PagerDuty Operations Cloud is most compared with Opsgenie, ServiceNow, JIRA Service Management, Everbridge IT Alerting and Moogsoft.
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