We performed a comparison between JIRA Service Management 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)."I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"We get software developed faster."
"Useful for tracking issues with development."
"The customer portal allows users to register tickets themselves."
"The initial setup is pretty easy."
"The visibility features are great."
"Allows customized processes for our service contracts."
"Reporting and easy export to Excel spreadsheets."
"The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable."
"The alerts are immediate in this solution, which allows us to respond to errors quickly."
"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."
"The product has valuable on-call scheduling, escalation, and incident workflow management features."
"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."
"PagerDuty is very stable and very reliable."
"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 most valuable feature of PagerDuty is its integration with other tools, such as Amazon AWS, to receive notifications or create automatic instances."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"It is difficult to navigate if you don't have any prior knowledge."
"The performance in cloud service management could be improved."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
"The documentation needs improving, it's difficult to find specific procedures."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"It’s quite hard to reach the support team."
"PagerDuty can improve the integration with Terraform."
"PagerDuty could improve the event orchestration by enhancing features, such as easier condition setup inside the orchestration."
"Something that needs to be improved, is adding multilingual support."
"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."
"The solution does not code all alerts correctly so sometimes you get false positives or multiple alerts for the same issue."
"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."
"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."
JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 35 reviews. JIRA Service Management is rated 8.2, while PagerDuty Operations Cloud is rated 8.8. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". 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". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and Zendesk, whereas PagerDuty Operations Cloud is most compared with Opsgenie, ServiceNow, Everbridge IT Alerting, Splunk On-Call and xMatters .
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