We performed a comparison between PagerDuty Operations Cloud and ServiceNow IT Operations Management based on real PeerSpot user reviews.
Find out in this report how the two AIOps solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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 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."
"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."
"Alert deduplication and noise reduction for alerts are the major features that I found useful."
"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."
"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 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 product easily integrates with other solutions."
"The most valuable features of ServiceNow IT Operations Management are ease of use, intuitive design, and ease of management, and its based on IT practices which are good."
"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."
"It helps streamline management and processes."
"I like the solution due to the fact that it's scalable."
"It is a market leader and is very implementation-friendly. Developers have a clear understanding of how the solution works, and it is mature enough to handle different client needs."
"I like the tool's CMBD connection with Discovery. The solution is also flexible."
"Their Event Management is very good."
"Has service mapping, impact management, metric intelligence and health of analytics."
"It cannot be integrated with our upgraded Jira system."
"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 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."
"This solution works best in conjunction with a proper logging system, which can be an additional cost to organizations."
"Something that needs to be improved, is adding multilingual support."
"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."
"PagerDuty can improve the integration with Terraform."
"I would like the UI to be more intuitive. I would like to be able to group or color-code the discoveries. When you create a system, you have a listing of all the different configurations. You can list them by teams, but some additional color coding would be helpful. I would break it down by incident controls. In other words, it should be broken down it into response teams and engineering divisions."
"The setup and deployment could be simplified, and the pricing could improve."
"The initial setup phase was hard and could be made easier."
"ServiceNow IT Operations Management could do a little bit better with integrations. Integrating ServiceNow IT Operations Management with CMDB processes needs a little more work."
"The service discovery tool should include HR automations that automatically remove an employee who is leaving."
"I would like more manual issues to have automated report-facing options."
"The pattern part can be improved. Patterns are used in the Discovery feature. Although it is easy to create new patterns and modify the existing ones, it would be better if this solution can have more out-of-the-box patterns. In terms of new features, they can include artificial intelligence, something like machine learning."
"An area for improvement for ServiceNow IT Operations Management is making service mapping and discovery easier for non-IP devices."
"ServiceNow could be more prescriptive on how customers can leverage some of the benefits."
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PagerDuty Operations Cloud is ranked 8th in AIOps with 35 reviews while ServiceNow IT Operations Management is ranked 4th in AIOps with 34 reviews. PagerDuty Operations Cloud is rated 8.8, while ServiceNow IT Operations Management is rated 8.2. The top reviewer of PagerDuty Operations Cloud writes "Effectively generates alerts for incidents, making it suitable for 24/7 monitoring of infrastructure". On the other hand, the top reviewer of ServiceNow IT Operations Management writes "A very capable solution that includes a valuable, user-friendly workflow management tool". PagerDuty Operations Cloud is most compared with Opsgenie, ServiceNow, JIRA Service Management, Splunk On-Call and Everbridge IT Alerting, whereas ServiceNow IT Operations Management is most compared with OpsRamp, Moogsoft, Splunk ITSI (IT Service Intelligence), Datadog and BMC TrueSight Operations Management. See our PagerDuty Operations Cloud vs. ServiceNow IT Operations Management report.
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