Compare PagerDuty vs. ServiceNow

PagerDuty is ranked 2nd in IT Alerting and Incident Management with 2 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 21 reviews. PagerDuty is rated 8.6, while ServiceNow is rated 8.4. The top reviewer of PagerDuty writes "Upgrades are straightforward; there are no major hassles". 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 ServiceNow, Everbridge IT Alerting and OpsGenie, whereas ServiceNow is most compared with BMC Helix ITSM, JIRA Service Desk and Zendesk.
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5,522 views|4,213 comparisons
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49,109 views|29,262 comparisons
Most Helpful Review
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Find out what your peers are saying about Everbridge, PagerDuty, xMatters and others in IT Alerting and Incident Management. Updated: December 2019.
391,045 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.

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The most valuable feature is that this is a Cloud solution.This solution is a single-storage for our user community to submit help desk tickets.Easy to integrate with third-party applications.In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it.HR Case Management and Customer Service Management are two of the key areas which clients are using.Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device.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.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.

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Cons
Something that needs to be improved, is adding multilingual support.

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Transparency in the pricing model needs to be improved.I do not like the user interface.It's missing monitoring capabilities.For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration.HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module.Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential.The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding...When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user.

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Pricing and Cost Advice
Licensing costs are around $700 a month, and the only additional costs, are phone costs in some instances.

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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.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.Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive.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.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.It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost.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 has a higher cost compared to local/regional solutions.

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Ranking
Views
5,522
Comparisons
4,213
Reviews
2
Average Words per Review
340
Avg. Rating
8.5
Views
49,109
Comparisons
29,262
Reviews
21
Average Words per Review
599
Avg. Rating
8.4
Top Comparisons
Compared 25% of the time.
Compared 18% of the time.
Compared 16% of the time.
Compared 22% of the time.
Compared 5% of the time.
Compared 5% of the time.
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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 Firm40%
Printing Company10%
Marketing Services Firm10%
Manufacturing Company10%
VISITORS READING REVIEWS
Software R&D Company28%
Comms Service Provider15%
Media Company11%
Financial Services Firm11%
REVIEWERS
Healthcare Company15%
Financial Services Firm15%
Insurance Company10%
University9%
VISITORS READING REVIEWS
Software R&D Company36%
Comms Service Provider9%
Government7%
Financial Services Firm6%
Company Size
REVIEWERS
Small Business28%
Midsize Enterprise39%
Large Enterprise33%
REVIEWERS
Small Business14%
Midsize Enterprise13%
Large Enterprise73%
VISITORS READING REVIEWS
Small Business18%
Midsize Enterprise9%
Large Enterprise73%
Find out what your peers are saying about Everbridge, PagerDuty, xMatters and others in IT Alerting and Incident Management. Updated: December 2019.
391,045 professionals have used our research since 2012.
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.