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 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."
"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 product easily integrates with other solutions."
"The initial setup is a simple process."
"The SMS pages and the mobile application are pretty much the top two features."
"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 most valuable feature is the phone app that allows us to send notifications without the additional fees when sending by SMS or phone calls."
"The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable."
"We always get good support."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"I really like what they've done with their common service data model because now I can make a connection between the business process and technology."
"It facilitates the monitoring of major incidents and provides insights into the effort expended to resolve each incident."
"I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach."
"I like that it's always up and running."
"The product's integration functionality in the change management module has significantly improved efficiency in our organization."
"If it is a high priority, they will respond very quickly. If it is a low priority issue, it might take some time, some three or four days. I would rate the technical support as a 10 out of 10."
"The solution does not code all alerts correctly so sometimes you get false positives or multiple alerts for the same issue."
"I would like to see more content in the notification messages; although, that might be a configuration on our end."
"It cannot be integrated with our upgraded Jira system."
"The user interface could be more intuitive."
"PagerDuty's webhooks need some improvement."
"Something that needs to be improved, is adding multilingual support."
"They could include incident merging and alert grouping features in the product."
"The solution's analytics are okay. I don't think the features, at this point, give you a lot of insights. We have actually been trying to get insights from it but it hasn't really given us a lot of extra points to explore. We were looking at the number of alerts to see where many of the alerts were coming from. We never managed to get many insights on this."
"The utilization of AI in ServiceNow needs enhancement."
"The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations."
"The setup was time-consuming and required a lot of internal resources."
"Compared to other products that I have been using, it is not as user-friendly."
"It should have more artificial intelligence for business and work capabilities. The community is not so active. There must be initiatives to make the community talk more and share more information."
"It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses."
"The visuals are the one area where there is opportunity for improvement."
"The customer service of the product right now isn't very good. It's an aspect they really need to improve."
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.
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