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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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

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

"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."

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

"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."

"The alerts are immediate in this solution, which allows us to respond to errors quickly."

"The most valuable feature of PagerDuty is its integration with other tools, such as Amazon AWS, to receive notifications or create automatic instances."

"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."

"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."

"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."

"PagerDuty is very stable and very reliable."

More PagerDuty Operations Cloud pros

"Change management is most valuable."

"The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version."

"The solution has a user-friendly interface."

"The most recent addition of SAM Premium is a game changer for many organizations."

"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."

"The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing."

"Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data."

"I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows."

More ServiceNow pros

Cons

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

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

"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 difficult to send underlying trace files or statuses using PagerDuty."

"I would like to see more content in the notification messages; although, that might be a configuration on our end."

"PagerDuty's webhooks need some improvement."

"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 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."

"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."

"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."

More PagerDuty Operations Cloud cons

"I have enjoyed all the features. There is not any feature that I have missed or didn't have."

"Some enhancements to the self-service platform would be helpful. That part is still a little barebone... Also, the mobile app is not bad, but it's limited."

"I would like to see Advanced Intelligent Automation."

"We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need."

"There are things that I would like to see improved in ServiceNow, such as the pricing, as it is a very costly solution compared to other tools."

"This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe."

"Its stability and pricing need improvement."

"It's too complicated and there are too many options."

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."

"There is a license needed to use PagerDuty."

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

"The cost is quite high. But if you want to get a full-featured application and you have a big team..."

"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 cost is based on the package you select."

More PagerDuty Operations Cloud pricing and cost advice

"The solution is expensive."

"The cost is quite high."

"I would say it is moderately expensive, ranging from six to seven on a scale of ten."

"There are licensing fees."

"The price of this solution is expensive."

"It is an expensive platform."

"The solution is priced for medium to enterprises sized businesses. However, it is expensive compared to competitors."

"Certainly, from a product-platform perspective, the price is not too bad."

More ServiceNow pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

18%

Energy/Utilities Company

12%

Manufacturing Company

10%

Legal Firm

Computer Software Company

16%

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

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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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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)