JIRA Service Management vs PagerDuty comparison

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Executive Summary

We performed a comparison between JIRA Service Management and PagerDuty based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atera, Atlassian and others in IT Service Management (ITSM).
To learn more, read our detailed IT Service Management (ITSM) Report (Updated: November 2022).
655,774 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements.""We have an Agile environment and using Jira makes it easy to adhere to Agile best practices.""The product is not lacking anything that a QA will want to use.""It scales well.""The visibility features are great.""One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it.""Great to be able to create customized forms.""JSM's best feature is the integration with other Jira products."

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"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 of PagerDuty is its integration with other tools, such as Amazon AWS, to receive notifications or create automatic instances.""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.""The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable.""The solution's most valuable features are that it adds each alert as a service, has good scheduling capabilities, and includes the ability to write logic based on texts.""PagerDuty's notification process is the most valuable feature.""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."

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"It is pretty complex to move between the test environment and the production environment. There is potential for improvement.""The interface could always be updated and improved.""We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better.""I would like to see improvement in the ability to filter completed tasks.""The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users.""There is no notification regarding language upgrades.""JIRA Service could benefit from improvements to its voice support.""It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."

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"I am not a direct end user of PagerDuty. It's hard to consider its shortcomings in that sense.""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.""The user interface could be more intuitive.""This solution works best in conjunction with a proper logging system, which can be an additional cost to organizations.""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.""The solution does not code all alerts correctly so sometimes you get false positives or multiple alerts for the same issue.""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."

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Pricing and Cost Advice
  • "Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."
  • "We need a license because we have a higher number than the free part."
  • "The pricing is very competitive and I think that it is okay."
  • "I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."
  • "For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."
  • "The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."
  • "Licensing can become quite expensive."
  • "I price of JIRA Service Management is reasonable."
  • More JIRA Service Management Pricing and Cost Advice →

  • "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 solution is paid on a monthly basis and represents about 1% of the platform's budget."
  • "There is a license needed to use PagerDuty."
  • "PagerDuty has monthly and yearly licenses available, the costs of which can get quite high if you have a large number of users."
  • "The pricing may be about $1,000 per user."
  • More PagerDuty Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:Hi,  There are no ITSM  tools that are HIPAA compliant as per my knowledge. The tools need to be tuned and configured to be compliant with Standards for Privacy of Individually Identifiable Health… more »
    Top Answer:Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests… more »
    Top Answer:It reduces the amount of white noise. If something comes through, then it will alert somebody. However, if it's a bit of white noise that comes through at night, then it gets dealt with the next day… more »
    Top Answer:If you add more people, then you have to pay more, which is always a thing with the SaaS solutions. PagerDuty's pricing seems competitive. At one point, we were looking at OpsGenie because part of… more »
    Top Answer: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… more »
    Average Words per Review
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    Also Known As
    JIRA Service Desk
    Learn More

    JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:

    1. Accelerating the flow of work between IT teams, development teams, and business teams

    2. Empowering teams to deliver their service more quickly

    3. Bringing visibility to their work

    Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.

    JIRA Service Management Features

    JIRA Service Management has many valuable key features. Some of the most useful ones include:

    • Request management: Allows businesses to manage work across teams with one platform so employees and customers get the help they need quickly.
    • Problem management: To minimize the impact of incidents, this feature groups incidents, fast-tracks root cause analysis, and records workarounds.
    • Change management: IT teams are empowered by richer contextual information around changes from software development tools. This helps them minimize risk and make better decisions.
    • Asset management: Manage inventory efficiently, track lifecycles and ownership, and reduce costs.
    • Configuration management: Attain visibility into the infrastructure that supports critical services and applications. Understand service dependencies to minimize risk.
    • Incident management: The solution brings development and IT teams together to rapidly respond to, resolve, and learn from incidents.
    • Knowledge management: While fostering team collaboration, the solution enables self-service, deflection of more requests, and management of knowledge articles.

    JIRA Service Management Benefits

    There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:

    • The solution empowers all teams across IT, development, and business with intuitive, flexible workflows.
    • Work is made visible through the open and collaborative JIRA platform.
    • Connect IT and development on a single platform to accelerate workflow.
    • Gain significant ROI with competitive pricing on useful features.
    • Benefit from faster time to value by implementing a full ITSM solution in just a few months.
    • Lower total cost of ownership without expensive ongoing maintenance and upgrades.
    • Enjoy a broad ecosystem of more than 4,000 best-in-class apps and integrations.

    Reviews from Real Users

    JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:

    Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”

    Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”

    PagerDuty is an IT alerting and incident management tool that helps your organization elevate its digital operations and resolve incidents quickly across apps, servers, and websites. The solution enables you to automate tasks across teams and build more reliable services. It also allows you to orchestrate and accelerate responses across your digital infrastructure. PagerDuty is suitable for small, medium, and large-sized enterprises.

    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.”

    Learn more about JIRA Service Management
    Learn more about PagerDuty
    Sample Customers
    mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
    40% of the Fortune 100 TrustPagerDuty. Customers include: Slack, Intuit, Zendesk, Panasonic, Pinterest, Airbnb, eHarmony, McKesson, Comcast
    Top Industries
    Computer Software Company35%
    Comms Service Provider15%
    Transportation Company8%
    Computer Software Company20%
    Comms Service Provider13%
    Financial Services Firm8%
    Financial Services Firm30%
    Comms Service Provider15%
    Printing Company10%
    Computer Software Company10%
    Computer Software Company21%
    Financial Services Firm14%
    Comms Service Provider7%
    Manufacturing Company5%
    Company Size
    Small Business38%
    Midsize Enterprise30%
    Large Enterprise33%
    Small Business23%
    Midsize Enterprise18%
    Large Enterprise59%
    Small Business31%
    Midsize Enterprise22%
    Large Enterprise47%
    Small Business18%
    Midsize Enterprise12%
    Large Enterprise70%
    Buyer's Guide
    IT Service Management (ITSM)
    November 2022
    Find out what your peers are saying about ServiceNow, Atera, Atlassian and others in IT Service Management (ITSM). Updated: November 2022.
    655,774 professionals have used our research since 2012.

    JIRA Service Management is ranked 3rd in IT Service Management (ITSM) with 42 reviews while PagerDuty is ranked 1st in IT Alerting and Incident Management with 12 reviews. JIRA Service Management is rated 8.2, while PagerDuty is rated 8.6. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of PagerDuty writes "Affordable, reliable, API driven, and literally peerless among its competition". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, Zendesk Guide and Freshservice, whereas PagerDuty is most compared with Opsgenie, ServiceNow, VictorOps, Everbridge IT Alerting and xMatters IT Management.

    We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.