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Cherwell Service Management vs PagerDuty Operations Cloud comparison

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Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

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

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
640
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Cherwell Service Management
Average Rating
7.2
Reviews Sentiment
7.1
Number of Reviews
6
Ranking in other categories
Help Desk Software (29th), IT Service Management (ITSM) (24th)
PagerDuty Operations Cloud
Average Rating
8.6
Reviews Sentiment
6.7
Number of Reviews
94
Ranking in other categories
Process Automation (5th), IT Alerting and Incident Management (1st), AIOps (5th), Critical Event Management (CEM) (1st), Autonomous Operational Resilience (3rd)
 

Mindshare comparison

IT Service Management (ITSM) Mindshare Distribution
ProductMindshare (%)
Cherwell Service Management1.8%
ServiceNow13.9%
JIRA Service Management6.8%
Other77.5%
IT Service Management (ITSM)
IT Alerting and Incident Management Mindshare Distribution
ProductMindshare (%)
PagerDuty Operations Cloud9.7%
Opsgenie6.8%
Everbridge IT Alerting5.3%
Other78.2%
IT Alerting and Incident Management
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
Thobile Moeketsi - PeerSpot reviewer
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.
Daksh Yamal - PeerSpot reviewer
Senior Software Engineer at Infosys
Centralized incident response has cut noise, improved morale, and protects revenue every day
PagerDuty Operations Cloud offers robust features including centralized alerting and incident response, on-call scheduling and escalation, automated remediation and runbooks, stakeholder communication during major incidents, and automation capability. Everything has been working exceptionally well with PagerDuty Operations Cloud. The features have been excellent. It is a spanning tool that has enabled us to operationalize reliability. Since rolling it out three years ago, we have cut MTTR by 35% and reduced on-call noise by 70% through AIOps correlation. For us, the main value of PagerDuty Operations Cloud lies less in paging and more in coordination, automation, and reducing the operational burden on engineers. Reducing the operational burden has improved morale among our engineers. They have been able to focus on other projects and tasks since they have saved considerable time, and consequently productivity in the organization has greatly improved. We have also seen faster incident response, lower MTTR, reduced alert noise, and decreased on-call burnout. Additionally, automation has reduced manual toil, with approximately 25 of our P2 incidents now being resolved or partially resolved by automation before an engineer touches them.

Quotes from Members

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

Pros

"We have automated a few processes, which take four to five hours to do manually, and when we automated these processes that time became less than one hour with RPA."
"In terms of monetary savings, we automated a bot in three days that has saved us $30,000 in costs."
"In some cases, we see savings on the order of $100,000 and, in the newer processes that we are trying to do, it may be up to $1,000,000."
"We have a close relationship with our account manager and technical support. This relationship makes the difference."
"In our fund management and fund reconciliation process, we had a lot of headcount. Automation has significantly reduced our FTE count, investing that IT personnel into other work. Also, the quality of the work has slightly improved."
"This solution is easy to use and understand, even for a non-technical person."
"Simply tagging variables used in the bot, can provide automated real-time dashboards that are presentable to management showing them a complete view of how the bots are performing."
"The reporting capabilities are pretty nice."
"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."
"The dashboard is very useful to get a quick overview of current tasks."
"We use the solution every day and quite extensively."
"All our activities are carried out in the one place."
"The dashboard and the reporting functionality are the solution's most valuable features."
"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The most valuable features are problem management and change management."
"The most valuable feature is the phone app that allows us to send notifications without the additional fees when sending by SMS or phone calls."
"PagerDuty's best features are the dedicated application that allows me to reach my engineers immediately and the ability to directly assign specific tasks to individuals and have them report back."
"From my perspective, PagerDuty Operations Cloud is good, with user-friendly features that anyone can quickly learn, including integration processes, on-call management, and escalation policies, and it is a valuable asset for my organization."
"PagerDuty Operations Cloud improved my team's ability to focus on core tasks rather than routine issues by having the notification feature that was very helpful to monitor and trigger high and critical issues directly to team members."
"Since PagerDuty Operations Cloud has all the data and provides forward-looking resolution steps and information about which team was involved, PagerDuty AI helps us tremendously."
"PagerDuty Operations Cloud has positively impacted my organization by enabling faster issue response, which helped reduce downtime, saved revenue by avoiding long outages, improved team accountability during incidents, reduced manual effort in handling alerts, and helped maintain a better customer experience."
"PagerDuty Operations Cloud is a great tool that saves time and is worth starting to use."
"PagerDuty Operations Cloud has been highly beneficial, preventing numerous outages through prompt response and incident alerting capabilities, demonstrating significant ROI."
 

Cons

"The document processing, OCR, needs to be more accurate. Sometimes, when you try it on documents, it keeps on failing and goes to a different queue. It needs to mature."
"Automation Anywhere could improve its integration with Python and other programming languages."
"In the 10.7 version, the back-end port for the MetaBot password has looping. This has been a type of limitation."
"The object cloning that exists cannot capture 80 percent of the objects that we need it to capture."
"It is frustrating at times to experience this instability, but we do find a solution and we are working on it to be better."
"The enterprise version is expensive for small businesses and individual users, which can pose a challenge."
"The technical support needs improvement."
"Debugging can be particularly tricky; identifying the exact reasons for bot failures can be time-consuming."
"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."
"The support from the actual manufacturer is poor."
"Agile delivery should be supported."
"The solution could be more user-friendly."
"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."
"We need to be on VPN in order to set up and access the solution, and that has created some challenges."
"I would defiantly like to see more integration with other systems. This would really add some value for us."
"PagerDuty Operations Cloud needs improvements because sometimes integrations are not very seamless and misbehave."
"PagerDuty Operations Cloud could be improved with clearer instructions for beginners."
"It’s quite hard to reach the support team."
"Even though PagerDuty Operations Cloud is a strong platform, many things can be improved."
"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."
"Because of the way you have to structure the rosters, if an engineer has to go on leave, you can't just go in and reassign or take this person out of all of the different rosters that they're in."
"I would suggest that the calling service could be adjusted since if a system goes down, the user receives continuous calls, which can be overwhelming."
 

Pricing and Cost Advice

"It is expensive. I would rate Automation Anywhere an eight out of ten in terms of pricing."
"Subscription for Automation Anywhere (AA) is paid yearly."
"My only suggestion in terms of pricing is very generic and that is to consider that as much as RPA saves cost and does automation, please get a realistic estimation done on whether you are really achieving any ROI over your investment with RPA."
"The price is very reasonable."
"The certifications are free of cost."
"We have seen about a 10 percent monetary savings."
"The pricing is fair. My company is part of a big organization, so the pricing is very advantageous."
"From my experience, I can say that the initial setup cost is easily recovered over a period of time once the bots start running in production."
"For an ITIL user, the cost is probably about 50 bucks a month."
"The cost is based on the package you select."
"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 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."
"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."
"They're very good in pricing compared to the competitors in the area. I would rate them a five out of five in terms of pricing."
"The pricing may be about $1,000 per user."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Manufacturing Company
12%
Construction Company
11%
Computer Software Company
7%
Construction Company
12%
Computer Software Company
10%
Manufacturing Company
10%
Healthcare Company
9%
Performing Arts
13%
Financial Services Firm
13%
Manufacturing Company
8%
Educational Organization
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
No data available
By reviewers
Company SizeCount
Small Business29
Midsize Enterprise21
Large Enterprise71
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
Ask a question
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What is your experience regarding pricing and costs for PagerDuty?
My experience with pricing, setup cost, and licensing has been quite reasonable and cost-effective.
What needs improvement with PagerDuty?
The noise aspect of PagerDuty Operations Cloud could be better. What happens is if there is some sort of an issue occ...
What is your primary use case for PagerDuty?
The main purpose of PagerDuty Operations Cloud is to receive alarms for real incident production critical issues. Whe...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
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Interactive Demo

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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Ausenco, Highlights for Children, B/E Aerospace
40% of the Fortune 100 TrustPagerDuty. Customers include: Slack, Intuit, Zendesk, Panasonic, Pinterest, Airbnb, eHarmony, McKesson, Comcast
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: June 2026.
900,644 professionals have used our research since 2012.