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)."With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"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."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"The initial setup is straightforward."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"Useful for tracking issues with development."
"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"Easy to use and user-friendly."
"The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable."
"PagerDuty is very stable and very reliable."
"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."
"Alert deduplication and noise reduction for alerts are the major features that I found useful."
"The initial setup is a simple process."
"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."
"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."
"It reduces the amount of white noise. If something comes through, then it will alert somebody. However, if it's a bit of white noise that comes through at night, then it gets dealt with the next day. Everything is visible to everybody. It's not just a single person getting an SMS, then going, "Oh, I'm not going to worry about that." The visibility to everybody on the team is one of the great things about it because it reduces the white noise."
"JIRA Service could benefit from improvements to its voice support."
"I think the performance can be better."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"The solution should be more formalized. It could be more user-friendly."
"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."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"The performance in cloud service management could be improved."
"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."
"Something that needs to be improved, is adding multilingual support."
"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."
"It is a very non-customizable product, so you cannot add things like root cause analysis or the classification of incidents based on the area where you are getting more incidents. For example, if you're getting a lot of database issues, that may be an are you want to probe."
"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."
"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."
"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, Splunk On-Call, Everbridge IT Alerting and xMatters .
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