We performed a comparison between JIRA 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)."Reporting and easy export to Excel spreadsheets."
"Great to be able to create customized forms."
"The product is not lacking anything that a QA will want to use."
"The most valuable features are the management tools."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"JIRA Service Management is a very user-friendly solution."
"It makes the IT department more transparent and helps the employees."
"Easy to use and user-friendly."
"The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable."
"PagerDuty is very stable and very reliable."
"The product has valuable on-call scheduling, escalation, and incident workflow management features."
"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."
"The most valuable feature of PagerDuty is its integration with other tools, such as Amazon AWS, to receive notifications or create automatic instances."
"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 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."
"It has scaled well for us."
"The solution should be more formalized. It could be more user-friendly."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"They need to work on the speed of Jira."
"JIRA Service could benefit from improvements to its voice support."
"The deployment can be a bit complex, especially for those who are not technical."
"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."
"Currently lacks an asset management module that can affect deployment."
"PagerDuty's webhooks need some improvement."
"They could include incident merging and alert grouping features in the product."
"PagerDuty could improve the event orchestration by enhancing features, such as easier condition setup inside the orchestration."
"The solution does not code all alerts correctly so sometimes you get false positives or multiple alerts for the same issue."
"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."
"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."
"PagerDuty should be integrated with other tools, so it can import the IT roster automatically. Our other rules continue to work once they're configured, but the roster must be added manually."
"PagerDuty can improve the integration with Terraform."
JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 35 reviews. JIRA Service Management is rated 8.2, while PagerDuty Operations Cloud is rated 8.8. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". 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". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and Zendesk, whereas PagerDuty Operations Cloud is most compared with Opsgenie, ServiceNow, Splunk On-Call, xMatters and Everbridge IT Alerting.
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