We performed a comparison between PagerDuty Operations Cloud and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about PagerDuty, Atlassian, Everbridge and others in IT Alerting and Incident Management."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."
"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 SMS pages and the mobile application are pretty much the top two features."
"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."
"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."
"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 alerts are immediate in this solution, which allows us to respond to errors quickly."
"We have found the service easy to use, although, we have ended up customising a lot of parameters."
"I like that in ServiceNow creating workflows is simpler than that in HP Service Manager. Also, I really like the customization feature. It allows us to customize the service portal and permits us to do a lot of customization per business needs."
"It's more about the ease of use of ServiceNow. Plus, everything is there in a single platform. If you need any additional functionality, you just need to enable the plugins without even installing anything on the servers"
"It has more extensive features as compared to the other competitors."
"One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features."
"The most valuable feature is that this is a Cloud solution."
"Identifies better ways to license software or eliminate unused software to save money."
"The solution integrates well with other products."
"The solution does not code all alerts correctly so sometimes you get false positives or multiple alerts for the same issue."
"I am not a direct end user of PagerDuty. It's hard to consider its shortcomings in that sense."
"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."
"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 user interface could be more intuitive."
"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."
"PagerDuty can improve the integration with Terraform."
"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."
"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."
"It's not user-friendly by default, but it can be customized to be customer-friendly."
"Before implementing this solution, you should have the ITSM model in place for chain management requests. That is a prerequisite because you cannot perform tasks without it."
"The solution is lacking in the mobile application area that could be improved."
"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."
"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."
"When it comes to changing some of the features, I would like a little more leeway."
"The customization that we are doing for the needs of our organization are difficult to do and could be improved."
PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 35 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 211 reviews. PagerDuty Operations Cloud is rated 8.8, while ServiceNow is rated 8.4. The top reviewer of PagerDuty Operations Cloud writes "Effectively generates alerts for incidents, making it suitable for 24/7 monitoring of infrastructure". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". PagerDuty Operations Cloud is most compared with Opsgenie, JIRA Service Management, Splunk On-Call, Everbridge IT Alerting and xMatters , whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and ManageEngine ServiceDesk Plus.
We monitor all IT Alerting and Incident Management 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.
