We performed a comparison between Cherwell Service Management and PagerDuty Operations Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."The dashboard and the reporting functionality are the solution's most valuable features."
"The most valuable features are problem management and change management."
"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."
"All our activities are carried out in the one place."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The dashboard is very useful to get a quick overview of current tasks."
"PagerDuty is very stable and very reliable."
"The product has valuable on-call scheduling, escalation, and incident workflow management features."
"The initial setup is straightforward."
"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."
"It has scaled well for us."
"Alert deduplication and noise reduction for alerts are the major features that I found useful."
"PagerDuty's notification process is the most valuable feature."
"The product easily integrates with other solutions."
"The stability, specifically in the on-premises deployment model, could be improved."
"Access is only available if we're on VPN."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"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."
"PagerDuty could improve the event orchestration by enhancing features, such as easier condition setup inside the orchestration."
"PagerDuty can improve the integration with Terraform."
"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."
"The user interface could be more intuitive."
"Something that needs to be improved, is adding multilingual support."
"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."
"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 product can be improved by including out-of-the-box integration with other standard tools used in our fields such as Confluence, and Jira."
Cherwell Service Management is ranked 13th in IT Service Management (ITSM) with 6 reviews while PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 35 reviews. Cherwell Service Management is rated 7.2, while PagerDuty Operations Cloud is rated 8.8. The top reviewer of Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". 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". Cherwell Service Management is most compared with ServiceNow and Ivanti Neurons for ITSM, whereas PagerDuty Operations Cloud is most compared with Opsgenie, ServiceNow, JIRA Service Management, Splunk On-Call and Everbridge IT Alerting.
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