We performed a comparison between PagerDuty Operations Cloud and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about PagerDuty, Atlassian, Everbridge and others in IT Alerting and Incident Management."PagerDuty is very stable and very reliable."
"The initial setup is straightforward."
"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."
"The most valuable feature is definitely the flexibility of the schedule. The mobile app is quite also good for what we do: for receiving alerts, acknowledging, assigning, adding new responders. It has rich features for our needs."
"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."
"It has scaled well for us."
"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."
"It is easily configurable and has a good developer society online, available for any issues from the backend."
"You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider."
"Makes ticket information easy to access."
"The flow designer for application development is the most valuable. The newest version of flow designer allows us to develop applications quite fast. We can have custom and mobile applications. It has an interface for mobiles, and it also has a good reputation."
"I have found the workflows and integration the most valuable in this solution."
"For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise."
"If it is a high priority, they will respond very quickly. If it is a low priority issue, it might take some time, some three or four days. I would rate the technical support as a 10 out of 10."
"Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow."
"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."
"Something that needs to be improved, is adding multilingual support."
"I would like to see more content in the notification messages; although, that might be a configuration on our end."
"PagerDuty's webhooks need some improvement."
"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."
"It’s quite hard to reach the support team."
"The user interface could be more intuitive."
"PagerDuty can improve the integration with Terraform."
"We do a lot of relatively advanced stuff for the size that we are, but ServiceNow itself is so big and to some extent, there is a significant amount of complexity that you have, a big learning curve I would say, in order to really get on board."
"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."
"They could improve license management, particularly when integrating different applications or toolsets."
"Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience."
"Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential."
"Complexities in the organization made the initial deployment complex."
"Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow."
"Local solutions have lower costs."
PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 35 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. PagerDuty Operations Cloud is rated 8.8, while ServiceNow is rated 8.4. The top reviewer of PagerDuty Operations Cloud writes "Effectively generates alerts for incidents, making it suitable for 24/7 monitoring of infrastructure". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". PagerDuty Operations Cloud is most compared with Opsgenie, JIRA Service Management, Splunk On-Call, Everbridge IT Alerting and xMatters , whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and ManageEngine ServiceDesk Plus.
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