We performed a comparison between PagerDuty Operations Cloud and Serviceaide ChangeGear 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."The most valuable feature of PagerDuty is its integration with other tools, such as Amazon AWS, to receive notifications or create automatic instances."
"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."
"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 SMS pages and the mobile application are pretty much the top two features."
"PagerDuty let us set up rosters based on our shifts. We could assign a hierarchy for how the calls should be escalated and the number of times the call will be transferred between people before it is answered. It makes it easy to access an agent via mobile phone."
"The product has valuable on-call scheduling, escalation, and incident workflow management features."
"The most valuable features of PagerDuty are customization, access, policies, and different rules regarding the path of escalation. Additionally, it's easy to use and create overrides. For example, if you all are on a call for one week each, but somebody wants to go on PTO, the team needs to swap shifts in PagerDuty. This is easy to do by creating overrides to switch up the set schedules. It's very user-friendly in that aspect. It works well for monitoring and alerting."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"Because of the way you have to structure the rosters, if an engineer has to go on leave (or something), you can't just go in and reassign/take this person out of all of the different rosters that they're in. You have to go into each of the rosters and take them out. There might be a roster for business hours, after hours rotation, and monitoring deployments. Each time we need to take an engineer out of the pool, e.g., if they're sick or on leave, then we have to go and touch all of those rosters, updating and replacing them. Whereas, if we could just take the person out and have it automatically fill in the rostering, then that would make life a lot easier for managing it."
"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."
"PagerDuty can improve the integration with Terraform."
"I am not a direct end user of PagerDuty. It's hard to consider its shortcomings in that sense."
"This solution works best in conjunction with a proper logging system, which can be an additional cost to organizations."
"PagerDuty's webhooks need some improvement."
"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."
"It’s quite hard to reach the support team."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
Earn 20 points
PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 35 reviews while Serviceaide ChangeGear is ranked 29th in IT Service Management (ITSM). PagerDuty Operations Cloud is rated 8.8, while Serviceaide ChangeGear is rated 7.6. 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 Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". PagerDuty Operations Cloud is most compared with Opsgenie, ServiceNow, JIRA Service Management, Everbridge IT Alerting and Splunk On-Call, whereas Serviceaide ChangeGear is most compared with ServiceNow and BMC Helix ITSM.
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