PagerDuty Operations Cloud vs ServiceNow vs Serviceaide ChangeGear comparison

PagerDuty Operations Cloud

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Serviceaide ChangeGear

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Executive Summary

We performed a comparison between PagerDuty Operations Cloud, ServiceNow, and Serviceaide ChangeGear based on real PeerSpot user reviews.

Find out what your peers are saying about PagerDuty, Splunk, Atlassian and others in IT Alerting and Incident Management.

To learn more, read our detailed IT Alerting and Incident Management Report (Updated: January 2026).

IT Alerting and Incident Management

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Mindshare comparison

IT Alerting and Incident Management Market Share Distribution
Product	Market Share (%)
PagerDuty Operations Cloud	13.2%
Opsgenie	9.0%
Rootly	6.8%
Other	71.0%

IT Alerting and Incident Management

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
Serviceaide ChangeGear	1.1%
ServiceNow	15.9%
JIRA Service Management	7.3%
Other	75.7%

IT Service Management (ITSM)

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
ServiceNow	15.9%
JIRA Service Management	7.3%
BMC Helix ITSM	5.7%
Other	71.1%

IT Service Management (ITSM)

Featured Reviews

Nambi Srinivasan

Senior SRE at IBM

Automated incident workflows have transformed on-call operations and improved response times

Since I host our internal services, I want more customization relating to our specific use case. The needed improvements include the configuration process, as new team members face a steep learning curve to understand the platform. With many new members, they need training to set up runbook workflows, event orchestration, and manage complex on-call schedules across 23 services, making it a challenge for new users. Additionally, I feel the web interface requires improvements. I would rate PagerDuty Operations Cloud as eight out of ten because the cons include a complex configuration process and high costs for each add-on that I try to obtain, making subscriptions costly, along with limited customization in certain incident workflows. The primary reasons for rating it an eight include the complex configuration which makes it challenging for new users, as well as their difficulty in setting up advanced runbook workflows and managing complex on-call setups. The web user interface also requires improvement. Although I receive alerts via the mobile app, which is beneficial for handling schedule maintenance, the same features should be added to the web interface. Customization issues persist, such as the inability to clone entire schedules as part of the workflows, and I want to keep incidents open for a specified duration, neither of which I can currently customize. Thus, I raised a ticket with PagerDuty Operations Cloud to address these concerns. Furthermore, the cost is high, making it one of the more expensive incident management solutions.

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Umair Akhlaque

Enterprise Solutions & Services Head at Duroob Technology

A fairly stable solution that’s highly mature, but has a poor user interface

The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

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MichaelTang1

Manager of Security Engineering & Architecture at a outsourcing company with 5,001-10,000 employees

Seamless data integration and advanced automation improve service delivery efficiency

I think that nothing needs to be improved with the product; you just need the user to commit and spend appropriate time to overcome that learning curve. Once that is done, the product itself is pretty wonderful. I've seen a very nicely built interface with ServiceNow, and I've also seen the ugliest version that feels outdated. ServiceNow does allow that team to exist. They should modernize their fonts and their layout, the UI friendliness. They did introduce AI, chatbots, and AI on the back end, so that's wonderful and extremely useful if you train it. If you don't train it, it's pretty useless. Assessing the impact of ServiceNow's automation on service delivery times is complicated. The engineers who operate on ServiceNow find it isn't straightforward because the data set is accessible by everybody. The problem is that understanding how to manage that data set requires an enormous amount of engineering skill set to run the product. I would not hand the key to the customer; I would highly recommend that ServiceNow take control of that. Instead of offering support for the software, they should offer administrative support for the software. They should provide professional service or some kind of support system that allows us to use their product at a faster pace. I'm sure they offer something, but it's often outrageously expensive, or they rely on another company to resell their product and offer professional service. It makes no sense in my opinion, and they should offer the team at the front to help customize the product to fit each company's needs, as every company has different demands and forms of submitting a request that need adjustment over time.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"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."

"PagerDuty helps you bifurcate teams and redirect alerts to specific teams"

"The product has valuable on-call scheduling, escalation, and incident workflow management features."

"PagerDuty is very stable and very reliable."

"It has scaled well for us."

"PagerDuty Operations Cloud has positively impacted my organization by providing effectiveness and efficiency in the way we work, with less alert fatigue, meaning alerts are rarely missed."

"PagerDuty Operations Cloud has positively impacted our organization by allowing us to be immediately paged when a system or service is down, enabling us to quickly respond and provide updates to the organization on issues and their resolution."

"The initial setup is straightforward."

More PagerDuty Operations Cloud pros

"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."

"It's easy to integrate. For instance, yesterday we closed the integration with SAP for the IP business management module to manage the forecast of projects. We created an interface between ServiceNow and SAP to control projects for accounting and on the forecast of the project. It was really easy. We don't have any problems with ServiceNow at the moment. As a company, they are improving constantly."

"ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations."

"The most recent addition of SAM Premium is a game changer for many organizations."

"Primarily, we use it for incident management and change across the landscape. It is the virtual repository for our incident management processes. It gives us visibility about what's happening from the change management perspective across our CABs, including our enterprise CABs."

"It allows us to filter the data, create graphs, and get detailed reports."

"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."

"Easy to implement and consolidate different platforms and users with useful functionalities."

"The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics."

More ServiceNow pros

Cons

"PagerDuty's webhooks need some improvement."

"This solution works best in conjunction with a proper logging system, which can be an additional cost to organizations."

"It is a very non-customizable product, so you cannot add things like root cause analysis or the classification of incidents based on the area where you are getting more incidents. For example, if you're getting a lot of database issues, that may be an are you want to probe."

"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."

"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."

"One suggestion for improving PagerDuty Operations Cloud is to provide more insights about incidents, such as root cause analysis or additional information, which could assist SRE teams in reducing remediation time and incident detection before jumping on a call."

"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."

More PagerDuty Operations Cloud cons

"The solution needs to improve its reporting features. The user interface needs a lot of improvements."

"They could improve license management, particularly when integrating different applications or toolsets."

"The technical support SLA can be improved because sometimes they take a long time to answer our queries."

"There should be greater integration with other enterprise applications. We're using Microsoft, Oracle, and other applications, and it would be good to have a greater integration on some of the immediate hiccups that you have with these services. It doesn't mean that when we have a problem with using another application, ServiceNow should be able to fix it, but ServiceNow should be able to alert us to things. There should be a bit more automation or integration."

"We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition."

"It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses."

"Its setup is tough. It takes a lot of knowledge and a lot of experience."

"Their cloud management is also not that great compared to other products."

"Once a change request has been created once it's been approved and been submitted, there is no way to go in on that particular change request and submit an additional task."

More ServiceNow cons

Pricing and Cost Advice

"The pricing may be about $1,000 per user."

"PagerDuty has monthly and yearly licenses available, the costs of which can get quite high if you have a large number of users."

"The cost is based on the package you select."

"If we wanted phone calls or additional SMSs, we would have to pitch up for those. They give us so many per month per user, then we have to pay extra if it goes over that."

"The price is very high."

"There is a license needed to use PagerDuty."

"The cost is quite high. But if you want to get a full-featured application and you have a big team..."

"The solution is paid on a monthly basis and represents about 1% of the platform's budget."

More PagerDuty Operations Cloud pricing and cost advice

Information not available

"We are happy with the pricing."

"ServiceNow's pricing is comparatively higher than Helix's."

"I know that it's not too bad because people continue to use it and they are happy to renew up their contract."

"The CapEx version is great."

"Getting the solution up and running is expensive."

"Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers."

"ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."

"This is a pretty expensive product, so the licensing could be better."

More ServiceNow pricing and cost advice

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Top Industries

By visitors reading reviews

Performing Arts

16%

Financial Services Firm

Manufacturing Company

Educational Organization

No data available

Financial Services Firm

12%

Manufacturing Company

10%

Computer Software Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	15
Midsize Enterprise	14
Large Enterprise	26

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	1
Large Enterprise	11

By reviewers
Company Size	Count
Small Business	55
Midsize Enterprise	35
Large Enterprise	166

Questions from the Community

What is your experience regarding pricing and costs for PagerDuty?

I purchased PagerDuty Operations Cloud through AWS Marketplace while at Intel, and my experience has been positive re...

What needs improvement with PagerDuty?

Since I host our internal services, I want more customization relating to our specific use case. The needed improveme...

What is your primary use case for PagerDuty?

I have been working in my current field for over seven years as a DevOps and site reliability engineer, and my primar...

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

Ask a question

Earn 20 points

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into t...

Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ...

What do you like most about ServiceNow?

The solution has a user-friendly interface.

Opsgenie vs PagerDuty Operations Cloud

Comparisons

Compared 14% of the time

JIRA Service Management vs PagerDuty Operations Cloud

Compared 12% of the time

xMatters vs PagerDuty Operations Cloud

Compared 9% of the time

Rootly vs PagerDuty Operations Cloud

Compared 9% of the time

Splunk On-Call vs PagerDuty Operations Cloud

Compared 5% of the time

More PagerDuty Operations Cloud Competitors

Clarity SM vs Serviceaide ChangeGear

Compared 10% of the time

TOPdesk vs Serviceaide ChangeGear

Compared 10% of the time

SymphonyAI IT Service Management vs Serviceaide ChangeGear

Compared 8% of the time

Atera vs Serviceaide ChangeGear

Compared 8% of the time

Zoho Desk vs Serviceaide ChangeGear

Compared 7% of the time

More Serviceaide ChangeGear Competitors

BMC Helix ITSM vs ServiceNow

Compared 6% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

JIRA Service Management vs ServiceNow

Compared 4% of the time

Zendesk vs ServiceNow

Compared 4% of the time

Pega Platform vs ServiceNow

Compared 4% of the time

More ServiceNow Competitors

Product Reports

PagerDuty Operations Cloud

Download PagerDuty Operations Cloud product report

IT Service Management (ITSM)

Download Serviceaide ChangeGear product report

Download ServiceNow product report

Also Known As

No data available

Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear

No data available

Overview

The PagerDuty Operations Cloud is the platform for mission-critical, time-critical operations work in the modern enterprise. Through the power of AI and automation, it detects and diagnoses disruptive events, mobilizes the right team members to respond, and streamlines infrastructure and workflows across your digital operations. The Operations Cloud is essential infrastructure for revolutionizing digital operations to compete and win as a modern digital business.

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.”

PagerDuty

ChangeGear, a leader in the GigaOm ITSM Radar Report, presents a cutting-edge AI-based service management platform that transforms user experience and enhances decision-making. Offering a business-friendly interface, ChangeGear is customizable with drag-n-drop editing, ensuring adaptability to diverse user needs. The AI-driven platform accelerates decision-making processes with real-time recommendations and intelligent predictions, boosting staff efficiency. Advanced automation, including workflow automation and business process automation, streamlines operations, freeing staff from manual tasks. Recognized for its agility and speed, ChangeGear stands out in change management, asset management, and service desk solutions. For industries navigating compliance challenges, ChangeGear's robust change management and auditing capabilities provide a comprehensive solution.

Serviceaide

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

Sample Customers

40% of the Fortune 100 TrustPagerDuty. Customers include: Slack, Intuit, Zendesk, Panasonic, Pinterest, Airbnb, eHarmony, McKesson, Comcast

Oakwood Systems Group

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow

IT Alerting and Incident Management