We performed a comparison between ManageEngine ServiceDesk Plus and PagerDuty Operations Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."This solution has helped a lot by freeing up valuable time allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption."
"Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions."
"What I found most valuable in ManageEngine ServiceDesk Plus is its ticketing function plus change management, which helps us monitor all service requests within the team and even extend the requests to level two support."
"The product scales up effortlessly and you can easily add users."
"ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly."
"The most valuable feature is its ease of use."
"Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"The strength is its pricing. It is easy to use."
"The most valuable feature of PagerDuty is its integration with other tools, such as Amazon AWS, to receive notifications or create automatic instances."
"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."
"The SMS pages and the mobile application are pretty much the top two features."
"The alerts are immediate in this solution, which allows us to respond to errors quickly."
"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."
"Alert deduplication and noise reduction for alerts are the major features that I found useful."
"It has scaled well for us."
"PagerDuty is very stable and very reliable."
"The current MDM is very basic and should be expanded."
"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"They could improve the screens."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"The documentation could be improved."
"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."
"It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application."
"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."
"PagerDuty can improve the integration with Terraform."
"I would like to see more content in the notification messages; although, that might be a configuration on our end."
"It’s quite hard to reach the support team."
"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."
"This solution works best in conjunction with a proper logging system, which can be an additional cost to organizations."
"They could include incident merging and alert grouping features in the product."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 35 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while PagerDuty Operations Cloud is rated 8.8. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". 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". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and SolarWinds Web Help Desk, whereas PagerDuty Operations Cloud is most compared with Opsgenie, ServiceNow, JIRA Service Management, Everbridge IT Alerting and Moogsoft.
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