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)."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."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"The most valuable features of this solution are Incident and Request Management."
"Reporting and easy export to Excel spreadsheets."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"It scales well."
"The visibility features are great."
"The platform is easy to use."
"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 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. Everything is visible to everybody. It's not just a single person getting an SMS, then going, "Oh, I'm not going to worry about that." The visibility to everybody on the team is one of the great things about it because it reduces the white noise."
"The initial setup is a simple process."
"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."
"The product easily integrates with other solutions."
"The product has valuable on-call scheduling, escalation, and incident workflow management features."
"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."
"The initial setup is very complex."
"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
"The solution should be more formalized. It could be more user-friendly."
"There is no notification regarding language upgrades."
"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"The solution needs to be integrated better with Office X5."
"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."
"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."
"I am not a direct end user of PagerDuty. It's hard to consider its shortcomings in that sense."
"It cannot be integrated with our upgraded Jira system."
"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 solution does not code all alerts correctly so sometimes you get false positives or multiple alerts for the same issue."
"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."
"They could include incident merging and alert grouping features in the product."
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, Everbridge IT Alerting and xMatters .
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.
