We performed a comparison between ManageEngine ServiceDesk Plus 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."The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"I am enjoying the report features, they are quite good."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."
"ManageEngine provides additional modules that we can integrate in the future."
"I like how it can be integrated and expanded with other ManageEngine products."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"It ensures the tracking of all costs for end-user issues."
"PagerDuty's notification process is the most valuable feature."
"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 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 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 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 SMS pages and the mobile application are pretty much the top two features."
"The product easily integrates with other solutions."
"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."
"ManageEngine ServiceDesk Plus could improve by making asset management better. The professional version has asset management but it should be available in the free version, it would help my organization."
"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."
"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."
"Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"The product's asset management tool needs improvement."
"Lacks some flexibility in the configuration of workflows."
"They could improve the screens."
"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."
"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 to see more content in the notification messages; although, that might be a configuration on our end."
"It’s quite hard to reach the support team."
"This solution works best in conjunction with a proper logging system, which can be an additional cost to organizations."
"It cannot be integrated with our upgraded Jira system."
"PagerDuty can improve the integration with Terraform."
"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."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 35 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while PagerDuty Operations Cloud is rated 8.8. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". 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". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, Zoho Desk and SolarWinds Web Help Desk, whereas PagerDuty Operations Cloud is most compared with Opsgenie, ServiceNow, JIRA Service Management, Splunk On-Call and Moogsoft.
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