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, Splunk and others in IT Alerting and Incident Management."PagerDuty's notification process is the most valuable feature."
"The alerts are immediate in this solution, which allows us to respond to errors quickly."
"Notification is the most valuable feature."
"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 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."
"The initial setup is straightforward."
"The initial setup is a simple process."
"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."
"It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers."
"You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports."
"The solution is stable, scalable and easy to use."
"I really like what they've done with their common service data model because now I can make a connection between the business process and technology."
"It provides internal clients with greater transparency about their projects and deliverables."
"Easy to implement and consolidate different platforms and users with useful functionalities."
"The solution's initial setup process is easy."
"It has an excellent capability to integrate different access points."
"It cannot be integrated with our upgraded Jira system."
"It’s quite hard to reach the support team."
"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."
"I am not a direct end user of PagerDuty. It's hard to consider its shortcomings in that sense."
"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."
"The solution does not code all alerts correctly so sometimes you get false positives or multiple alerts for the same issue."
"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."
"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."
"This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe."
"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."
"ServiceNow doesn't cater to the Middle Eastern market."
"The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag."
"Its stability and pricing need improvement."
"We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition."
"The solution’s pricing is expensive and could be improved."
"The capital expenditure neeed to get the tool up and running is extensive."
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, Everbridge IT Alerting, Splunk On-Call 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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