Compare PagerDuty vs. ServiceNow

Cancel
You must select at least 2 products to compare!
PagerDuty Logo
6,127 views|4,757 comparisons
ServiceNow Logo
55,609 views|32,646 comparisons
Most Helpful Review
Find out what your peers are saying about Everbridge, PagerDuty, BigPanda and others in IT Alerting and Incident Management. Updated: October 2020.
441,672 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"PagerDuty is very stable and very reliable.""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 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.""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."

More PagerDuty Pros »

"I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving... It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We will like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide.""The most valuable feature is the flexibility of development for customization.""ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support.""There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic.""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.""It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers.""Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow.""I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy."

More ServiceNow Pros »

Cons
"Something that needs to be improved, is adding multilingual support.""There is room for improvement with the time schedule. The way the schedule currently works is you assign all the team members in one schedule and it automatically spreads them around throughout the schedule... It would be better to be able to edit the schedule and place my team members where I want, or at least to have that option in addition to the automatic process.""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.""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."

More PagerDuty Cons »

"I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them. Also, if there was a feature that enabled us to interact with end users directly from ServiceNow, like an instant-messaging type of feature, that would be great.""We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need.""It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved.""There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great.""For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow.""There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon.""Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow.""The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."

More ServiceNow Cons »

Pricing and Cost Advice
"Licensing costs are around $700 a month, and the only additional costs, are phone costs in some instances.""The cost is quite high. But if you want to get a full-featured application and you have a big team...""If you add more people, then you have to pay more, which is always a thing with the SaaS solutions.""If we wanted phone calls or additional SMSs, we would have to pitch up for those. They give us so many per month per user, then we have to pay extra if it goes over that."

More PagerDuty Pricing and Cost Advice »

"We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less.""It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost.""ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform.""ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably.""Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive.""Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers.""The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs.""The mandatory minimum is US$ 20,000 for licensing."

More ServiceNow Pricing and Cost Advice »

report
Use our free recommendation engine to learn which IT Alerting and Incident Management solutions are best for your needs.
441,672 professionals have used our research since 2012.
Questions from the Community
Top Answer: 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… more »
Top Answer: There is room for improvement with the time schedule. The way the schedule currently works is you assign all the team members in one schedule and it automatically spreads them around throughout the… more »
Top Answer: The most common use case is the result of alerts coming from a monitoring system, like New Relic or Nagios, alerts that we define as critical. They are alerts where we need someone to get on a bridge… more »
Top Answer: BMC Helix (Remedy) is not a new product release from BMC. This is a relaunched SaaS offering from BMC under a new Package called as Helix previously known as RemedyOnDemand. Having said that, the… more »
Top Answer: Currently, we work with REMEDY in Totalsec, it is the ticketing tool that manages the Operation processes in Totalsec. We are evaluating SERVICE NOW, as we are looking for new features to control… more »
Top Answer: If you need a completed ITIL helpdesk system with Asset Management and Project Management without the hassle of having additional plug-in and can be additional costs, you might need to consider… more »
Ranking
Views
6,127
Comparisons
4,757
Reviews
3
Average Words per Review
1,167
Avg. Rating
8.3
Views
55,609
Comparisons
32,646
Reviews
22
Average Words per Review
687
Avg. Rating
8.3
Popular Comparisons
Compared 18% of the time.
Compared 10% of the time.
Compared 8% of the time.
Compared 6% of the time.
Compared 5% of the time.
Compared 15% of the time.
Compared 7% of the time.
Compared 6% of the time.
Compared 6% of the time.
Compared 4% of the time.
Learn
PagerDuty
ServiceNow
Overview

PagerDuty is an agile incident management solution that integrates with ITOps and DevOps monitoring stacks to improve operational reliability and agility. From enriching and aggregating events to correlating them into actionable alerts, PagerDuty streamlines the incident management lifecycle by reducing noise and resolution times. With hundreds of native integrations with operations tools, automated scheduling, advance reporting and guaranteed availability, PagerDuty is trusted by over 7,000 organizations globally to increase business and employee efficiency. The company is headquartered in San Francisco and backed by leading venture capital firms Andreessen Horowitz, Bessemer Venture Partners, Baseline Ventures, Ignition Partners and others. To try PagerDuty for free, or to get more information, visit www.pagerduty.com.

Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.(TM)

Offer
Learn more about PagerDuty
Learn more about ServiceNow
Sample Customers
40% of the Fortune 100 TrustPagerDuty. Customers include: Slack, Intuit, Zendesk, Panasonic, Pinterest, Airbnb, eHarmony, McKesson, ComcastAAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Top Industries
REVIEWERS
Financial Services Firm36%
Comms Service Provider21%
Printing Company14%
Logistics Company7%
VISITORS READING REVIEWS
Computer Software Company42%
Comms Service Provider9%
Media Company7%
Financial Services Firm7%
REVIEWERS
Financial Services Firm17%
Healthcare Company14%
Insurance Company10%
Computer Software Company8%
VISITORS READING REVIEWS
Computer Software Company42%
Comms Service Provider11%
Government8%
Media Company4%
Company Size
REVIEWERS
Small Business24%
Midsize Enterprise38%
Large Enterprise38%
REVIEWERS
Small Business16%
Midsize Enterprise12%
Large Enterprise72%
VISITORS READING REVIEWS
Small Business17%
Midsize Enterprise9%
Large Enterprise73%
Find out what your peers are saying about Everbridge, PagerDuty, BigPanda and others in IT Alerting and Incident Management. Updated: October 2020.
441,672 professionals have used our research since 2012.
PagerDuty is ranked 2nd in IT Alerting and Incident Management with 4 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 22 reviews. PagerDuty is rated 8.6, while ServiceNow is rated 8.2. The top reviewer of PagerDuty writes "Reduces white noise, which has reduced engineer fatigue". On the other hand, the top reviewer of ServiceNow writes "Discovery has reduced the time to build/deploy devices within our environment". PagerDuty is most compared with Everbridge IT Alerting, OpsGenie, Splunk, BigPanda and xMatters IT Management, whereas ServiceNow is most compared with BMC Helix ITSM, Pega BPM, JIRA Service Desk, Appian and BMC Remedyforce.

See our list of .

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.