We performed a comparison between OpenText Service Manager 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 helps to register things, to see the changing parts, and to correlate incidents."
"It's pretty well-structured in modules."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"It gives us better understanding and control of service management."
"Service Manager's best features are flexibility and customizability."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"Its flexibility and ease of customization are its most valuable features."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"Notification is the most valuable feature."
"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."
"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 product easily integrates with other solutions."
"The alerts are immediate in this solution, which allows us to respond to errors quickly."
"The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable."
"Alert deduplication and noise reduction for alerts are the major features that I found useful."
"The SMS pages and the mobile application are pretty much the top two features."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"The product's technical support services need improvement."
"Customization can be difficult at times because scripting is often required."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"Pure cloud-based native functionality is lacking."
"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."
"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."
"I would like to see more content in the notification messages; although, that might be a configuration on our end."
"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 am not a direct end user of PagerDuty. It's hard to consider its shortcomings in that sense."
"They could include incident merging and alert grouping features in the product."
"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."
OpenText Service Manager is ranked 12th in IT Service Management (ITSM) with 48 reviews while PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 35 reviews. OpenText Service Manager is rated 7.2, while PagerDuty Operations Cloud is rated 8.8. The top reviewer of OpenText Service Manager writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". 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". OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM, whereas PagerDuty Operations Cloud is most compared with Opsgenie, ServiceNow, JIRA Service Management, Splunk On-Call and Everbridge IT Alerting.
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