Cherwell Service Management vs PagerDuty Operations Cloud vs ServiceNow comparison

Cherwell Service Management

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PagerDuty Operations Cloud

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Executive Summary

We performed a comparison between Cherwell Service Management, PagerDuty Operations Cloud, and ServiceNow based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: June 2025).

IT Service Management (ITSM)

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Helped 863,331 peers since 2012

Review summaries and opinions

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

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IT Service Management (ITSM)

IT Alerting and Incident Management

IT Service Management (ITSM)

Featured Reviews

Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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JeremyEmmett

Sr Director - Global Support APJ at HashiCorp

Centralized alert management with customizable routing and superior scheduling

Everything can always be better. Operations are somewhat limited by their integration package. For example, integrating with Jira was problematic until they updated to a better plug-in. The ability to build customized modules would be advantageous, allowing organizations to define their own integration modules. It would be useful to have a way to define all configurations in code that is similar to how Terraform operates.

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Nikhil Gohil

Solution Engineer - Digital Platform | Mobile at British American Tobacco

Enables effective incident management and seamless workflow automation with valuable mobile accessibility

I haven't thought deeply about improvements for ServiceNow or what might be missing right now. There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved. I suggest making the cost more affordable for smaller companies.

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Quotes from Members

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

Pros

"All our activities are carried out in the one place."

"The dashboard is very useful to get a quick overview of current tasks."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"The dashboard and the reporting functionality are the solution's most valuable features."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"The most valuable features are problem management and change management."

"It integrates with multiple applications and is highly customizable, with policies, escalation procedures, and an event routing tool that ensures contacting the right person."

"The initial setup is a simple process."

"The product has valuable on-call scheduling, escalation, and incident workflow management features."

"The most valuable features of PagerDuty are customization, access, policies, and different rules regarding the path of escalation. Additionally, it's easy to use and create overrides. For example, if you all are on a call for one week each, but somebody wants to go on PTO, the team needs to swap shifts in PagerDuty. This is easy to do by creating overrides to switch up the set schedules. It's very user-friendly in that aspect. It works well for monitoring and alerting."

"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."

"It has scaled well for us."

"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."

More PagerDuty Operations Cloud pros

"The solution has very good automation tools."

"Change management is most valuable."

"What I like the most is that it's a common service data model and the fact that everything is available on one platform."

"Primarily, we use it for incident management and change across the landscape. It is the virtual repository for our incident management processes. It gives us visibility about what's happening from the change management perspective across our CABs, including our enterprise CABs."

"It is user-friendly and simple to use."

"It enables us to meet SLAs, track issues across the environment, and report those issues."

"ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations."

"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."

More ServiceNow pros

Cons

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

"The stability, specifically in the on-premises deployment model, could be improved."

"Application service mapping, GRC, SecOps, and things like that need improvement."

"Access is only available if we're on VPN."

"PagerDuty's webhooks need some improvement."

"Operations are somewhat limited by their integration package. For example, integrating with Jira was problematic until they updated to a better plug-in."

"The biggest area for improvement with PagerDuty is noise suppression. There have been a handful of incidents through our use of PagerDuty over the years where one incident may lead to 30 to 50 pages because you're monitoring all these different things, and each thing is an individual page. There should be the ability to set up paging tiers and group correlations between some of the different pages. That is something that would be really valuable. We should be able to say this one page may have a group or a tree of effective other pages that may tier off of it. So, if you see those pages independently, go ahead and alarm, but if you see this plus that, don't do that."

"The On-Call Teams feature could be better in terms of levels of conditions related to which team or member should get the responsibility of handling a matter or incident."

"The product can be improved by including out-of-the-box integration with other standard tools used in our fields such as Confluence, and Jira."

"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."

"PagerDuty can improve the integration with Terraform."

"PagerDuty could improve the event orchestration by enhancing features, such as easier condition setup inside the orchestration."

More PagerDuty Operations Cloud cons

"The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag."

"Needs additional software titles and easier normalization."

"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."

"It should enhance its offerings by providing the chance to obtain course certifications at an affordable fee."

"There are sometimes challenges with the portal being a bit confusing for new users. The implementation of the portal and workspaces is quite different, and improvements in this area would be beneficial."

"They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."

"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly."

"The solution could improve by being more stable."

More ServiceNow cons

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"PagerDuty has monthly and yearly licenses available, the costs of which can get quite high if you have a large number of users."

"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."

"There is a license needed to use PagerDuty."

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

"The solution is paid on a monthly basis and represents about 1% of the platform's budget."

"The pricing may be about $1,000 per user."

"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 Operations Cloud pricing and cost advice

"While the option exists to pay for a monthly license, we are dealing with large enterprises and these typically involve multi-year licenses of ten or five years, at a minimum."

"It has a higher cost compared to local/regional solutions."

"I know that it's not too bad because people continue to use it and they are happy to renew up their contract."

"There is an annual subscription to use this solution."

"Getting the solution up and running is expensive."

"Some time ago it was expensive, but large companies have special contracts. It's enterprise prices, and we're talking about millions per year."

"The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified."

"I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term."

More ServiceNow pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

21%

Energy/Utilities Company

10%

Manufacturing Company

Educational Organization

Computer Software Company

17%

Performing Arts

11%

Financial Services Firm

10%

Manufacturing Company

Computer Software Company

13%

Financial Services Firm

12%

Manufacturing Company

10%

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

Ask a question

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What do you like most about PagerDuty?

The product easily integrates with other solutions.

What is your experience regarding pricing and costs for PagerDuty?

The solution was expensive, but if all its features were utilized, it was considered worth the cost. The tier-based p...

What needs improvement with PagerDuty?

Everything can always be better. Operations are somewhat limited by their integration package. For example, integrati...

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into t...

Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ...

What do you like most about ServiceNow?

The solution has a user-friendly interface.

BMC Helix ITSM vs Cherwell Service Management

Comparisons

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Compared 13% of the time

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Compared 18% of the time

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Compared 14% of the time

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Compared 11% of the time

Everbridge IT Alerting vs PagerDuty Operations Cloud

Compared 10% of the time

BigPanda vs PagerDuty Operations Cloud

Compared 5% of the time

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BMC Helix ITSM vs ServiceNow

Compared 7% of the time

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Compared 6% of the time

Microsoft Dynamics CRM vs ServiceNow

Compared 5% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

Microsoft Power Apps vs ServiceNow

Compared 5% of the time

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Product Reports

IT Service Management (ITSM)

Download Cherwell Service Management product report

PagerDuty Operations Cloud

July 2025

Download PagerDuty Operations Cloud product report

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Overview

Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

Ivanti

The PagerDuty Operations Cloud is the platform for mission-critical, time-critical operations work in the modern enterprise. Through the power of AI and automation, it detects and diagnoses disruptive events, mobilizes the right team members to respond, and streamlines infrastructure and workflows across your digital operations. The Operations Cloud is essential infrastructure for revolutionizing digital operations to compete and win as a modern digital business.

PagerDuty Features

PagerDuty has many valuable key features. Some of the most useful ones include:

650+ integrations
Alerting
Native apps with push notifications
On-call duty scheduling
Automatic escalation of alerts
Reliable, distributed architecture
Incident reporting
Real-time monitoring
Network analysis
Issue tracking
Access controls/permissions
Service Level Agreement (SLA) management

PagerDuty Benefits

There are many benefits to implementing PagerDuty. Some of the biggest advantages the solution offers include:

Ideal for developers: With the PagerDuty solution, developers can spend more time focused on code. The solution’s powerful automation and noise reduction capabilities minimize interruptions and mobilize the right team in seconds.

Security incident response: Because of its integration ecosystem, PagerDuty enables you to respond to threats faster, tighten up security vulnerabilities, and get better cross-team visibility.

Critical event management: The solution makes it possible for your organization to get your crisis management team up and running quickly, keep all your business leaders and stakeholders informed in critical moments, and limit any disruptions that could impact your reputation or core business.

Service ownership: PagerDuty’s service ownership allows you to give everyone more autonomy, boost accountability, and minimize the impact of issues by quickly pulling in the right responder every time.

CollabOps: With this solution, you can integrate with chat and video tools like Slack, Zoom, and Microsoft Teams. Doing so makes it easier to contain incidents quickly, avoid manual errors, and streamline work across DevOps, CSOps, BizOps, and ITOps organizations.

Reviews from Real Users

Below are some reviews and helpful feedback written by PeerSpot users currently using the PagerDuty solution.

Brandon J., Director of engineering at a wellness & fitness company, says, "The SMS pages and the mobile application are pretty much the top two features."

PeerSpot reviewer Pramodh M., DevSecOps Consultant at a tech services company, comments, “The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable. There is a flexible and easy way of integrating with monitoring tools. It allows us to configure the integration with APIs and plugins as well.”

Syed Mohammad A., Vice President - Operations and Client Services at a financial services firm, mentions, "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."

A Principal Architect at an energy/utilities company states, “The most important feature that is used is call scheduling. We are also able to actually call IT folks in the case of an emergency.”

PagerDuty

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace

40% of the Fortune 100 TrustPagerDuty. Customers include: Slack, Intuit, Zendesk, Panasonic, Pinterest, Airbnb, eHarmony, McKesson, Comcast

AAA, 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

IT Service Management (ITSM)