We performed a comparison between JIRA Service Management and PagerDuty Operations Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."It makes the IT department more transparent and helps the employees."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"The initial setup is pretty easy."
"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."
"The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"The automations will really help the company by delegating work the way your company operates."
"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"The product has valuable on-call scheduling, escalation, and incident workflow management features."
"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."
"Alert deduplication and noise reduction for alerts are the major features that I found useful."
"It has scaled well for us."
"The alerts are immediate in this solution, which allows us to respond to errors quickly."
"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 solution's most valuable features are that it adds each alert as a service, has good scheduling capabilities, and includes the ability to write logic based on texts."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"JIRA Service could benefit from improvements to its voice support."
"SaaS version for large organizations (more than 2000 users) is not available."
"The initial setup is very complex."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"I think the performance can be better."
"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 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 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."
"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."
"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."
"PagerDuty could improve the event orchestration by enhancing features, such as easier condition setup inside the orchestration."
"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."
JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 35 reviews. JIRA Service Management is rated 8.2, while PagerDuty Operations Cloud is rated 8.8. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". 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". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and Zendesk, whereas PagerDuty Operations Cloud is most compared with Opsgenie, ServiceNow, Everbridge IT Alerting, Splunk On-Call and xMatters .
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