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, Splunk 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."
"It has scaled well for us."
"Alert deduplication and noise reduction for alerts are the major features that I found useful."
"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."
"PagerDuty is very stable and very reliable."
"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."
"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 inbound integrations that PagerDuty provides with most of the DevOps tools are valuable."
"Straightforward tool."
"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"Identifies better ways to license software or eliminate unused software to save money."
"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's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page."
"ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible."
"HR Case Management and Customer Service Management are two of the key areas which clients are using."
"Your time-to-market, or TTM, becomes faster when you use ServiceNow. Even individuals that are not tech savvy can quickly change processes and workflows in it. This can make the organization as a whole more agile."
"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."
"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."
"I am not a direct end user of PagerDuty. It's hard to consider its shortcomings in that sense."
"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 could improve the event orchestration by enhancing features, such as easier condition setup inside the orchestration."
"This solution works best in conjunction with a proper logging system, which can be an additional cost to organizations."
"The user interface could be more intuitive."
"They could include incident merging and alert grouping features in the product."
"I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."
"There is inherent complexity with this tool because of the number of things that it can do."
"Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge."
"Very expensive."
"They could improve license management, particularly when integrating different applications or toolsets."
"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."
"Once a change request has been created once it's been approved and been submitted, there is no way to go in on that particular change request and submit an additional task."
"I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."
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 212 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, Everbridge IT Alerting, Splunk On-Call and xMatters , whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, Appian and ManageEngine ServiceDesk Plus.
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