PagerDuty Operations Cloud and ServiceNow IT Operations Management are competitive products in the IT operations industry. Users are generally happier with the pricing and support of PagerDuty Operations Cloud, while ServiceNow IT Operations Management offers superior features, making it worth its higher price.
Features: Users find PagerDuty's incident response and real-time collaboration valuable. PagerDuty also stands out for its responsiveness. ServiceNow IT Operations Management is praised for its comprehensive IT service management and automation capabilities. ServiceNow's broader feature set is considered attractive to users.
Room for Improvement: PagerDuty users suggest enhancing reporting tools and integrations. There is also a need for improved customization in PagerDuty. ServiceNow users seek improvements in its customization options and the complexity of its setup. Simplifying ServiceNow's setup process could enhance user experience.
Ease of Deployment and Customer Service: PagerDuty is noted for its straightforward deployment and responsive customer support. ServiceNow, while more complex to deploy, offers extensive documentation and reliable support. Users prefer PagerDuty's simpler setup but recognize ServiceNow's thorough assistance as valuable.
Pricing and ROI: PagerDuty is considered more cost-effective with a quicker ROI, with users reporting lower setup costs and faster benefits realization. ServiceNow, although more expensive initially, is seen as a solid long-term investment due to its extensive features and scalability.
It reduced staffing needs from four full-time staff to fewer due to automation.
For minor issues, the team takes a month's time to provide a fix.
Solve our issues effectively.
The response time of technical support could be improved.
The product was highly scalable, with no limits on the number of applications or event routing rules.
ServiceNow ITOM scales very well to small and medium businesses.
It integrates with every single tool, even external tools.
It helps us create custom dashboards and provides excellent search functionality where we can search for any issues or errors that have occurred and take corrective action before it impacts the users.
Since it is a Platform as a Service (PaaS) or Software as a Service (SaaS) solution, I consider the stability to be very high, rating it ten out of ten.
It would be useful to have a way to define all configurations in code that is similar to how Terraform operates.
The licensing is complex.
A more streamlined configuration process tailored to use cases and industry would be beneficial.
ServiceNow IT Operations Management is not very affordable for SMB customers.
It is definitely high-priced compared to other products available in the same domain in the market.
The pricing model offers scaling where not everything consumes a license equally, providing more value across different business areas.
ServiceNow's pricing is expensive.
It integrates with multiple applications and is highly customizable, with policies, escalation procedures, and an event routing tool that ensures contacting the right person.
The performance analytics of ServiceNow was especially beneficial for setting thresholds, aggregating, and correlating infrastructure data.
ServiceNow IT Operations Management influences ITSM processes by automating them and aiding in detecting and resolving IT issues to improve performance, reliability, and uptime.
They provide seamless integration of ITOM with their other modules such as ITSM, where we can leverage the AIs for discovery, perform impact analysis, which essentially helps to enhance the overall IT operations and reduce the downtime and MTTR.
| Product | Market Share (%) |
|---|---|
| ServiceNow IT Operations Management | 8.2% |
| PagerDuty Operations Cloud | 2.0% |
| Other | 89.8% |
| Company Size | Count |
|---|---|
| Small Business | 12 |
| Midsize Enterprise | 11 |
| Large Enterprise | 19 |
| Company Size | Count |
|---|---|
| Small Business | 12 |
| Midsize Enterprise | 5 |
| Large Enterprise | 26 |
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:
PagerDuty Benefits
There are many benefits to implementing PagerDuty. Some of the biggest advantages the solution offers include:
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.”
ServiceNow IT Operations Management (ITOM) is a cloud management and infrastructure tool that facilitates the administrative and development process of creating, planning, and operating digital services, technology, application requirements, and components for organizations. Service Now ensures effectiveness, performance, and availability throughout an organization's processes and services.
ServiceNow ITOM will help organizations facilitate consistent policies with regard to deployment, support, and services to ensure trustworthiness and quality of service (QoS). ServiceNow ITOM will ensure that all applications, services, and infrastructure are consistently available and stable.
ServiceNow IT Operations Management Features
ServiceNow IT Operations Management Benefits
ServiceNow ITOM enables organizations to become robust, strategic operations able to successfully anticipate issues before they have an impact on the organization. Organizations that use ServiceNOw ITOM will be able to easily automate workflows and improve how their IT teams communicate and work together to deliver successful outcomes and maintain productivity and profitability 24/7.
Reviews from Real Users
“With this solution, operational costs will be reduced. Your maintenance cost will be reduced when you use the item model. You will deliver a fast solution to the customers. If something happens on the server-side or router-side, it will be immediately caught. Efficiencies are improved. “ - Rupesh J., Solutions Architect at Globant
“It has been very useful for tracking. It has evolved a lot over time, and there is a single pane of glass where you can track and see everything.” - Uday T., Project Manager at MindTree
We monitor all AIOps 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.
