We performed a comparison between Ivanti Neurons for ITSM 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."I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"This is an excellent alternative to ServiceNow for smaller companies."
"The integrations are quite simple and clear."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"The solution is easy to use and has a user-friendly interface"
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."
"The initial setup is straightforward."
"The product has valuable on-call scheduling, escalation, and incident workflow management features."
"The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable."
"The SMS pages and the mobile application are pretty much the top two features."
"Notification is the most valuable feature."
"The product easily integrates with other solutions."
"PagerDuty's best features are the dedicated application that allows me to reach my engineers immediately and the ability to directly assign specific tasks to individuals and have them report back."
"The alerts are immediate in this solution, which allows us to respond to errors quickly."
"There's a lack of integration with other products. This needs to be improved."
"Configuration requirements are extensive, even in basic Service Desk processes."
"I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on."
"We'd like more integration with solutions like SolarWinds."
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."
"Ivanti Neurons for ITSM's support model is not very strong. You should buy professional services. Its self-service portal and survey are extremely lacking. You cannot customize it, and it doesn't look very good. The solution does not have a strong community."
"Support needs improvement in terms of responsiveness and timeliness."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"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."
"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."
"Something that needs to be improved, is adding multilingual support."
"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."
"This solution works best in conjunction with a proper logging system, which can be an additional cost to organizations."
"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."
"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."
Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews while PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 35 reviews. Ivanti Neurons for ITSM is rated 8.2, while PagerDuty Operations Cloud is rated 8.8. The top reviewer of Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". 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". Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, Cherwell Service Management and OpenText Service Management Automation X (SMAX), whereas PagerDuty Operations Cloud is most compared with Opsgenie, ServiceNow, JIRA Service Management, Splunk On-Call and Everbridge IT Alerting.
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