We performed a comparison between Ivanti Neurons for ITSM and PagerDuty Operations Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"This is an excellent alternative to ServiceNow for smaller companies."
"The solution is easy to use and has a user-friendly interface"
"It is easy to set up."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"The alerts are immediate in this solution, which allows us to respond to errors quickly."
"PagerDuty is very stable and very reliable."
"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 inbound integrations that PagerDuty provides with most of the DevOps tools are valuable."
"PagerDuty's notification process is the most valuable feature."
"The initial setup is straightforward."
"The product easily integrates with other solutions."
"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."
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."
"Support needs improvement in terms of responsiveness and timeliness."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"There's a lack of integration with other products. This needs to be improved."
"We'd like more integration with solutions like SolarWinds."
"The patching for non-Windows OSes such as Linux is poor."
"Configuration requirements are extensive, even in basic Service Desk processes."
"They could include incident merging and alert grouping features in the product."
"PagerDuty can improve the integration with Terraform."
"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 cannot be integrated with our upgraded Jira system."
"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 product can be improved by including out-of-the-box integration with other standard tools used in our fields such as Confluence, and Jira."
"The user interface could be more intuitive."
"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."
Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews while PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 35 reviews. Ivanti Neurons for ITSM is rated 8.2, while PagerDuty Operations Cloud is rated 8.8. The top reviewer of Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". 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". Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, Cherwell Service Management and OpenText Service Management Automation X (SMAX), whereas PagerDuty Operations Cloud is most compared with Opsgenie, ServiceNow, JIRA Service Management, Splunk On-Call and Everbridge IT Alerting.
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