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, Everbridge and others in IT Alerting and Incident 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."
"The most valuable feature of PagerDuty is its integration with other tools, such as Amazon AWS, to receive notifications or create automatic instances."
"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 alerts are immediate in this solution, which allows us to respond to errors quickly."
"PagerDuty is very stable and very reliable."
"It has scaled well for us."
"PagerDuty's notification process is the most valuable feature."
"The product has valuable on-call scheduling, escalation, and incident workflow management features."
"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."
"Good stable and scalable solution."
"I have found the workflows and integration the most valuable in this solution."
"It enables us to meet SLAs, track issues across the environment, and report those issues."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"ServiceNow has been implemented to streamline team workflows across different departments in our company. Users, including traveling leaders, were able to approve requests and authorize additional rights through the mobile platform."
"We consider the integration capabilities of the solution with other tools to be a valuable feature."
"The most valuable features of the solution are the ease of use and the sensor for ticketing systems."
"The solution does not code all alerts correctly so sometimes you get false positives or multiple alerts for the same issue."
"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."
"It cannot be integrated with our upgraded Jira system."
"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 product can be improved by including out-of-the-box integration with other standard tools used in our fields such as Confluence, and Jira."
"I would like to see more content in the notification messages; although, that might be a configuration on our end."
"It’s quite hard to reach the support team."
"PagerDuty could improve the event orchestration by enhancing features, such as easier condition setup inside the orchestration."
"The installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices."
"I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."
"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."
"Needs additional software titles and easier normalization."
"The solution’s user interface could be improved and given a better design."
"The solution’s pricing is expensive and could be improved."
"The reporting, which also includes dashboards, needs to be improved, and there should also be the ability to turn on and off portions of Project Management. Currently, as soon as you install the new version, you've got to go back there and make all the tweaks. There should be just a configuration file that goes to the new version. The Project Management module does not leverage the knowledge base the way it should, and there is no built-in ability to get to the articles. Resource management should be easier. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience."
"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."
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, Splunk On-Call, Everbridge IT Alerting and xMatters , whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and ManageEngine ServiceDesk Plus.
We monitor all IT Alerting and Incident Management 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.