We performed a comparison between Ivanti Service Desk [EOL] and PagerDuty Operations Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"Incident management and service request management features are the most valuable."
"Incident management is a valuable feature."
"It is highly configurable with PinkVERIFY status."
"The initial setup was quite simple; installing just took a few minutes."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"The tool supports a lot of standard reporting KPIs."
"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."
"It has scaled well for us."
"The product has valuable on-call scheduling, escalation, and incident workflow management features."
"The initial setup is a simple process."
"PagerDuty's best features are the dedicated application that allows me to reach my engineers immediately and the ability to directly assign specific tasks to individuals and have them report back."
"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."
"The SMS pages and the mobile application are pretty much the top two features."
"It reduces the amount of white noise. If something comes through, then it will alert somebody. However, if it's a bit of white noise that comes through at night, then it gets dealt with the next day. Everything is visible to everybody. It's not just a single person getting an SMS, then going, "Oh, I'm not going to worry about that." The visibility to everybody on the team is one of the great things about it because it reduces the white noise."
"PagerDuty's notification process is the most valuable feature."
"The interface can be improved. It can be made more interactive for self-service users."
"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."
"You must be very technical to configure it."
"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."
"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."
"The mobile service is minimal and doesn't provide sufficient capabilities."
"I would like to see more content in the notification messages; although, that might be a configuration on our end."
"This solution works best in conjunction with a proper logging system, which can be an additional cost to organizations."
"The user interface could be more intuitive."
"PagerDuty could improve the event orchestration by enhancing features, such as easier condition setup inside the orchestration."
"The biggest area for improvement with PagerDuty is noise suppression. There have been a handful of incidents through our use of PagerDuty over the years where one incident may lead to 30 to 50 pages because you're monitoring all these different things, and each thing is an individual page. There should be the ability to set up paging tiers and group correlations between some of the different pages. That is something that would be really valuable. We should be able to say this one page may have a group or a tree of effective other pages that may tier off of it. So, if you see those pages independently, go ahead and alarm, but if you see this plus that, don't do that."
"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."
"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."
"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 Service Desk [EOL] doesn't meet the minimum requirements to be ranked in IT Service Management (ITSM) with 8 reviews while PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 35 reviews. Ivanti Service Desk [EOL] is rated 7.6, while PagerDuty Operations Cloud is rated 8.8. The top reviewer of Ivanti Service Desk [EOL] writes "Beneficial connectors, useful service requests, and setup straightforward". 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 Service Desk [EOL] is most compared with ServiceNow, Cherwell Service Management, JIRA Service Management and Freshservice, whereas PagerDuty Operations Cloud is most compared with Opsgenie, ServiceNow, JIRA Service Management, Splunk On-Call and Everbridge IT Alerting.
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
