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."The most valuable features are project management, change management, and the flow according to the mail chain."
"Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"It's stable."
"I like how it can be integrated and expanded with other ManageEngine products."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"It ensures the tracking of all costs for end-user issues."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"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."
"Alert deduplication and noise reduction for alerts are the major features that I found useful."
"The SMS pages and the mobile application are pretty much the top two features."
"The product easily integrates with other solutions."
"The alerts are immediate in this solution, which allows us to respond to errors quickly."
"The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable."
"PagerDuty is very stable and very reliable."
"PagerDuty's notification process is the most valuable feature."
"Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all."
"The product needs to allow for implementation for other departments besides the IT help desk."
"We'd like to have more integration into other platforms."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"Offers very limited customizations."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"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 see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later."
"PagerDuty could improve the event orchestration by enhancing features, such as easier condition setup inside the orchestration."
"It’s quite hard to reach the support team."
"The On-Call Teams feature could be better in terms of levels of conditions related to which team or member should get the responsibility of handling a matter or incident."
"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."
"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."
"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."
"They could include incident merging and alert grouping features in the product."
"The solution does not code all alerts correctly so sometimes you get false positives or multiple alerts for the same issue."
More ManageEngine ServiceDesk Plus Pricing and Cost Advice →
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 ConnectWise PSA, whereas PagerDuty Operations Cloud is most compared with Opsgenie, ServiceNow, JIRA Service Management, Everbridge IT Alerting and IDERA SQL Diagnostic Manager for SQL Server.
We monitor all Help Desk Software 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.