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 feature is its ease of use."
"It's stable."
"This solution has helped a lot by freeing up valuable time allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption."
"The management of this application is good."
"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."
"Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"I am enjoying the report features, they are quite good."
"The solution is free for up to five users."
"The product easily integrates with other solutions."
"PagerDuty is very stable and very reliable."
"The initial setup is straightforward."
"The SMS pages and the mobile application are pretty much the top two features."
"The product has valuable on-call scheduling, escalation, and incident workflow management 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."
"PagerDuty's notification process is the most valuable feature."
"Notification is the most valuable feature."
"Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."
"I think asset management took a hit recently."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"The UI for the app needs improvement."
"There's no native integrations between the systems."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"They could include incident merging and alert grouping features in the product."
"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 product can be improved by including out-of-the-box integration with other standard tools used in our fields such as Confluence, and Jira."
"PagerDuty's webhooks need some improvement."
"The solution does not code all alerts correctly so sometimes you get false positives or multiple alerts for the same issue."
"PagerDuty could improve the event orchestration by enhancing features, such as easier condition setup inside the orchestration."
"The user interface could be more intuitive."
"It’s quite hard to reach the support team."
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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, Splunk On-Call and IDERA SQL Diagnostic Manager for SQL Server.
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