JIRA Service Management vs PagerDuty Operations Cloud comparison

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Executive Summary

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).
To learn more, read our detailed IT Service Management (ITSM) Report (Updated: March 2024).
763,955 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The initial setup is pretty easy.""It makes the IT department more transparent and helps the employees.""This is a flexible tool for logging and tracking issues efficiently.""The simplicity is good for our clients. The price is good.""The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements.""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 automations will really help the company by delegating work the way your company operates.""I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."

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"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.""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 inbound integrations that PagerDuty provides with most of the DevOps tools are valuable.""The product easily integrates with other solutions.""Alert deduplication and noise reduction for alerts are the major features that I found useful.""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 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 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."

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Cons
"They need to work on the speed of Jira.""Jira Service Management should be more user-friendly.""I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday.""When you raise a ticket with Jira, there's no ability to see your other JIRA tickets.""In-built chat is missing in JIRA Service Management.""Field addition and removal features are not very intuitive in JIRA Service Management.""Integration could be improved.""During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."

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"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 can improve the integration with Terraform.""It cannot be integrated with our upgraded Jira system.""Something that needs to be improved, is adding multilingual support.""The user interface could be more intuitive.""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.""It’s quite hard to reach the support team.""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."

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Pricing and Cost Advice
  • "Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."
  • "JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
  • "Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."
  • "Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning."
  • "I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
  • "But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."
  • "Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
  • "It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
  • More JIRA Service Management Pricing and Cost Advice →

  • "Licensing costs are around $700 a month, and the only additional costs, are phone costs in some instances."
  • "The cost is quite high. But if you want to get a full-featured application and you have a big team..."
  • "If you add more people, then you have to pay more, which is always a thing with the SaaS solutions."
  • "If we wanted phone calls or additional SMSs, we would have to pitch up for those. They give us so many per month per user, then we have to pay extra if it goes over that."
  • "They're very good in pricing compared to the competitors in the area. I would rate them a five out of five in terms of pricing."
  • "The solution is paid on a monthly basis and represents about 1% of the platform's budget."
  • "There is a license needed to use PagerDuty."
  • "PagerDuty has monthly and yearly licenses available, the costs of which can get quite high if you have a large number of users."
  • More PagerDuty Operations Cloud Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:We use JIRA Service Management for tracking purposes, planning, and execution.
    Top Answer:It is one of the premium products on the market, but it is very costly, especially in the Indian market. Smaller organizations cannot afford it. We pay monthly licensing costs. We only have to pay for… more »
    Top Answer:The product easily integrates with other solutions.
    Top Answer:The price is very high. I rate the pricing a six out of ten. The license for stakeholders is very limited.
    Top Answer:It’s quite hard to reach the support team.
    Ranking
    Views
    6,885
    Comparisons
    4,820
    Reviews
    36
    Average Words per Review
    550
    Rating
    8.2
    Views
    3,692
    Comparisons
    2,608
    Reviews
    16
    Average Words per Review
    399
    Rating
    8.4
    Comparisons
    Also Known As
    JIRA Service Desk
    Learn More
    Overview

    JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:

    1. Accelerating the flow of work between IT teams, development teams, and business teams

    2. Empowering teams to deliver their service more quickly

    3. Bringing visibility to their work

    Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.

    JIRA Service Management Features

    JIRA Service Management has many valuable key features. Some of the most useful ones include:

    • Request management: Allows businesses to manage work across teams with one platform so employees and customers get the help they need quickly.
    • Problem management: To minimize the impact of incidents, this feature groups incidents, fast-tracks root cause analysis, and records workarounds.
    • Change management: IT teams are empowered by richer contextual information around changes from software development tools. This helps them minimize risk and make better decisions.
    • Asset management: Manage inventory efficiently, track lifecycles and ownership, and reduce costs.
    • Configuration management: Attain visibility into the infrastructure that supports critical services and applications. Understand service dependencies to minimize risk.
    • Incident management: The solution brings development and IT teams together to rapidly respond to, resolve, and learn from incidents.
    • Knowledge management: While fostering team collaboration, the solution enables self-service, deflection of more requests, and management of knowledge articles.

    JIRA Service Management Benefits

    There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:

    • The solution empowers all teams across IT, development, and business with intuitive, flexible workflows.
    • Work is made visible through the open and collaborative JIRA platform.
    • Connect IT and development on a single platform to accelerate workflow.
    • Gain significant ROI with competitive pricing on useful features.
    • Benefit from faster time to value by implementing a full ITSM solution in just a few months.
    • Lower total cost of ownership without expensive ongoing maintenance and upgrades.
    • Enjoy a broad ecosystem of more than 4,000 best-in-class apps and integrations.

    Reviews from Real Users

    JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:

    Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”

    Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”

    The PagerDuty Operations Cloud is the platform for mission-critical, time-critical operations work in the modern enterprise. Through the power of AI and automation, it detects and diagnoses disruptive events, mobilizes the right team members to respond, and streamlines infrastructure and workflows across your digital operations. The Operations Cloud is essential infrastructure for revolutionizing digital operations to compete and win as a modern digital business.

    PagerDuty Features

    PagerDuty has many valuable key features. Some of the most useful ones include:

    • 650+ integrations
    • Alerting
    • Native apps with push notifications
    • On-call duty scheduling
    • Automatic escalation of alerts
    • Reliable, distributed architecture
    • Incident reporting
    • Real-time monitoring
    • Network analysis
    • Issue tracking
    • Access controls/permissions
    • Service Level Agreement (SLA) management

    PagerDuty Benefits

    There are many benefits to implementing PagerDuty. Some of the biggest advantages the solution offers include:

    • Ideal for developers: With the PagerDuty solution, developers can spend more time focused on code. The solution’s powerful automation and noise reduction capabilities minimize interruptions and mobilize the right team in seconds.
    • Security incident response: Because of its integration ecosystem, PagerDuty enables you to respond to threats faster, tighten up security vulnerabilities, and get better cross-team visibility.
    • Critical event management: The solution makes it possible for your organization to get your crisis management team up and running quickly, keep all your business leaders and stakeholders informed in critical moments, and limit any disruptions that could impact your reputation or core business.
    • Service ownership: PagerDuty’s service ownership allows you to give everyone more autonomy, boost accountability, and minimize the impact of issues by quickly pulling in the right responder every time.
    • CollabOps: With this solution, you can integrate with chat and video tools like Slack, Zoom, and Microsoft Teams. Doing so makes it easier to contain incidents quickly, avoid manual errors, and streamline work across DevOps, CSOps, BizOps, and ITOps organizations.

    Reviews from Real Users

    Below are some reviews and helpful feedback written by PeerSpot users currently using the PagerDuty solution.

    Brandon J., Director of engineering at a wellness & fitness company, says, "The SMS pages and the mobile application are pretty much the top two features."

    PeerSpot reviewer Pramodh M., DevSecOps Consultant at a tech services company, comments, “The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable. There is a flexible and easy way of integrating with monitoring tools. It allows us to configure the integration with APIs and plugins as well.”

    Syed Mohammad A., Vice President - Operations and Client Services at a financial services firm, mentions, "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."

    A Principal Architect at an energy/utilities company states, “The most important feature that is used is call scheduling. We are also able to actually call IT folks in the case of an emergency.”

    Sample Customers
    mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
    40% of the Fortune 100 TrustPagerDuty. Customers include: Slack, Intuit, Zendesk, Panasonic, Pinterest, Airbnb, eHarmony, McKesson, Comcast
    Top Industries
    REVIEWERS
    Computer Software Company35%
    Comms Service Provider12%
    Retailer9%
    Transportation Company6%
    VISITORS READING REVIEWS
    Computer Software Company18%
    Financial Services Firm9%
    Government7%
    Manufacturing Company6%
    REVIEWERS
    Financial Services Firm30%
    Comms Service Provider13%
    Computer Software Company13%
    Printing Company9%
    VISITORS READING REVIEWS
    Computer Software Company21%
    Financial Services Firm13%
    Manufacturing Company7%
    Retailer6%
    Company Size
    REVIEWERS
    Small Business38%
    Midsize Enterprise28%
    Large Enterprise35%
    VISITORS READING REVIEWS
    Small Business25%
    Midsize Enterprise16%
    Large Enterprise60%
    REVIEWERS
    Small Business30%
    Midsize Enterprise25%
    Large Enterprise45%
    VISITORS READING REVIEWS
    Small Business20%
    Midsize Enterprise13%
    Large Enterprise66%
    Buyer's Guide
    IT Service Management (ITSM)
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: March 2024.
    763,955 professionals have used our research since 2012.

    JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 36 reviews while PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 16 reviews. JIRA Service Management is rated 8.2, while PagerDuty Operations Cloud is rated 8.8. The top reviewer of JIRA Service Management writes "It lets you configure workflows and manage requests; it has a dashboard for monitoring". On the other hand, the top reviewer of PagerDuty Operations Cloud writes "Affordable, reliable, API driven, and literally peerless among its competition". 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, Splunk On-Call, xMatters and Everbridge IT Alerting.

    We monitor all IT Service Management (ITSM) 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.