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)."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."
"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."
"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."
"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."
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.
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