PagerDuty Operations Cloud vs ServiceNow Orchestration comparison

PagerDuty and ServiceNow are both solutions in the Process Automation category. PagerDuty is ranked #13 with an average rating of 8.5, while ServiceNow is ranked #10 with an average rating of 8.2. PagerDuty holds a 0.2% mindshare in PA, compared to ServiceNow’s 4.4% mindshare. Additionally, 97% of PagerDuty users are willing to recommend the solution, compared to 92% of ServiceNow users who would recommend it.

PagerDuty Operations Cloud

Read 37 PagerDuty Operations Cloud reviews

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35 Comparison Views

97% willing to recommend

ServiceNow Orchestration

Read 16 ServiceNow Orchestration reviews

2,094 Views
615 Comparison Views

92% willing to recommend

PagerDuty Operations Cloud

ServiceNow Orchestration

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 17, 2024

PagerDuty Operations Cloud and ServiceNow Orchestration compete in the operations management and automation category. PagerDuty gains an advantage due to its effective on-call management features, although both face areas for improvement.

Features: PagerDuty Operations Cloud offers robust alerting capabilities, automatic escalations, and a user-friendly mobile application. It integrates well with monitoring tools, allowing for effective on-call scheduling and escalation management. ServiceNow Orchestration automates business processes with strong integration capabilities and supports employee onboarding, providing a flexible interface for development with its drag-and-drop workflow capabilities.

Room for Improvement: PagerDuty could improve integration capabilities, noise suppression, and roster management while enhancing its interface with other tools like Jira. ServiceNow Orchestration needs better integration with external systems, more automation sequences, and enhanced event monitoring, while addressing challenges posed by its rigid framework and high costs.

Ease of Deployment and Customer Service: PagerDuty is deployed on public and private clouds with highly rated technical support noted for responsiveness and efficiency. ServiceNow Orchestration, available on public, private, and hybrid clouds, provides responsive technical support but presents challenges with complex, costly deployments.

Pricing and ROI: PagerDuty's pricing is user-based and may become costly with additional users, though users find the ROI valuable due to efficient alert management. ServiceNow Orchestration has a complex cost structure with various license types, leading to high prices for extensive functionality, but offers significant ROI by streamlining business processes.

To learn more, read our detailed PagerDuty Operations Cloud vs. ServiceNow Orchestration Report (Updated: June 2025).

Buyer's Guide

PagerDuty Operations Cloud vs. ServiceNow Orchestration

June 2025

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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:

Categories and Ranking

PagerDuty Operations Cloud

Ranking in Process Automation

13th

Average Rating

8.8

Reviews Sentiment

7.3

Number of Reviews

Ranking in other categories

IT Alerting and Incident Management (1st), AIOps (9th), Critical Event Management (CEM) (1st)

ServiceNow Orchestration

Ranking in Process Automation

10th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of June 2025, in the Process Automation category, the mindshare of PagerDuty Operations Cloud is 0.2%, up from 0.1% compared to the previous year. The mindshare of ServiceNow Orchestration is 4.4%, up from 4.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Process Automation

Featured Reviews

JeremyEmmett

Sr Director - Global Support APJ at HashiCorp

Centralized alert management with customizable routing and superior scheduling

Everything can always be better. Operations are somewhat limited by their integration package. For example, integrating with Jira was problematic until they updated to a better plug-in. The ability to build customized modules would be advantageous, allowing organizations to define their own integration modules. It would be useful to have a way to define all configurations in code that is similar to how Terraform operates.

Read full review

ShaheenKapery

Solutions Architect at Altron

Easy to integrate, stable solution and incredibly good customer service

It is a long setup. It was customized to our company's requirements. Bearing in mind that there is not just an IT team. You've got an IT team consisting of end-users, consulting, and user support sides. Install support, ServiceNow support, application support, and so on. What ServiceNow does is it's really good at getting the tickets to the right person. That's the power of it. There's no issue with it. But you need to set that up in advance. You need to know the structure and who is responsible for each task. The initial setup does take a long time, and the organization might face some issues. But once you've got that resolved, it's amazing.

Read full review

Quotes from Members

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

Pros

"It has scaled well for us."

"The product easily integrates with other solutions."

"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."

"I'd rate the solution ten out of ten."

"It integrates with multiple applications and is highly customizable, with policies, escalation procedures, and an event routing tool that ensures contacting the right person."

"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."

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

More PagerDuty Operations Cloud pros

"Great with IT processes and business processes."

"Orchestration is commonly utilized by major corporations. The process of linking methods in ServiceNow, known as the RTS chain to parent methods, is executed seamlessly and efficiently. It's quite impressive and significant in its impact."

"The solution effectively automates business processes."

"It has competitive AI capabilities."

"There are a lot of ready to use orchestration custom packs."

"It's probably the best product out there."

"The interface of the solution is very user friendly and it is easily accessible via a simple URL. This makes it easier to complete the UI based tasks but using other features require expertise in languages like Java. But along with that, there are limitation in terms of network connectivity testing and administrator faces regular challenges in conducting connectivity tests due to these limitations."

"Provisioning of new systems is among the most impactful features for automating complex workflows with ServiceNow Orchestration."

More ServiceNow Orchestration pros

Cons

"PagerDuty can improve the integration with Terraform."

"The biggest area for improvement with PagerDuty is noise suppression. There have been a handful of incidents through our use of PagerDuty over the years where one incident may lead to 30 to 50 pages because you're monitoring all these different things, and each thing is an individual page. There should be the ability to set up paging tiers and group correlations between some of the different pages. That is something that would be really valuable. We should be able to say this one page may have a group or a tree of effective other pages that may tier off of it. So, if you see those pages independently, go ahead and alarm, but if you see this plus that, don't do that."

"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."

"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."

"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."

"It cannot be integrated with our upgraded Jira system."

"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."

More PagerDuty Operations Cloud cons

"I would like a user experience module to be added."

"The automatic remediation needs enhancement, particularly integrating ServiceNow with tools like SolarWinds and Logic Monitor. It is functional, but it needs improvement."

"From my space, the only thing that I can say is the spinning up with Google Cloud Services."

"The flow rate for releases and updates is very, very slow and does not meet customers' objectives for scalability."

"There should be connectors to cover at least the top industry applications, and they should be easier to configure in a plug-and-play fashion."

"ServiceNow Orchestration needs to improve multiple aspects in which their event monitoring system is one. The solution lacks event monitoring systems which makes them non-competitive. They need to include improvements in a similar manner that they did in Sweden."

"Efficiency of some features could be improved."

"We cannot perform GUI automation using the tool."

More ServiceNow Orchestration 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."

"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."

"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."

"If you add more people, then you have to pay more, which is always a thing with the SaaS solutions."

"There is a license needed to use PagerDuty."

More PagerDuty Operations Cloud pricing and cost advice

"ServiceNow doesn't give a clear cost indication. They have different contracts with different organizations and it's all about negotiation, so you don't know how they are doing at the cost level."

"In terms of price, this solution is at the higher end of what you'll find."

"This is an expensive product, but it is the best in the market considering the features and lack of competitors."

"It is quite expensive because we've had some customers come back and say it's quite pricey because in order for them to go ahead with Orchestration, they must have already been paying for Discovery, service mapping, and a few other things."

"The cost of the solution is based on the number of plugins, conductors and integrations used and is charged annually. The licensing cause has been increasing gradually which makes it difficult to access. Initially offer free features but over the time the charges rise which make it an expensive solution with limited features. Along with that, the integration issues persist and require additional middle where and internet connectivity for effective usage."

"Pricing is custom to every customer."

"The solution is costly and orchestrations are very expensive."

"It is not very expensive."

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Top Industries

By visitors reading reviews

Computer Software Company

20%

Financial Services Firm

12%

Manufacturing Company

Healthcare Company

Financial Services Firm

21%

Computer Software Company

12%

Manufacturing Company

Insurance Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about PagerDuty?

The product easily integrates with other solutions.

See all answers

What is your experience regarding pricing and costs for PagerDuty?

The solution was expensive, but if all its features were utilized, it was considered worth the cost. The tier-based pricing model was cumbersome, and there was a desire for a service-based catalog ...

See all answers

What needs improvement with PagerDuty?

See all answers

What do you like most about ServiceNow Orchestration?

The interface of the solution is very user friendly and it is easily accessible via a simple URL. This makes it easier to complete the UI based tasks but using other features require expertise in l...

See all answers

What is your experience regarding pricing and costs for ServiceNow Orchestration?

The cost of ServiceNow Orchestration is considered medium; it is expensive but powerful. I would rate the pricing experience as a six out of ten.

See all answers

What needs improvement with ServiceNow Orchestration?

The third-party integrations are challenging when the tools are not from ServiceNow ( /products/servicenow-reviews ) partners. This presents issues when integrating solutions from other vendors.

See all answers

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Compared 11% of the time

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Compared 7% of the time

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Product Reports

Buyer's Guide

PagerDuty Operations Cloud

June 2025

Download PagerDuty Operations Cloud product report

Buyer's Guide

ServiceNow Orchestration

May 2025

Download ServiceNow Orchestration product report

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

ServiceNow is the fastest-growing enterprise cloud software company in the world above $1 billion (2018 revenue was $2.6 billion, up 36% year over year). We deliver digital workflows that create great experiences and unlock productivity to approximately 5,400 enterprise customers worldwide, including almost 75% of the Fortune 500.

ServiceNow

Sample Customers

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

experian, BEACHBODY, HealthPartners, Banosoft

Buyer's Guide

PagerDuty Operations Cloud vs. ServiceNow Orchestration

June 2025

Free Report: PagerDuty Operations Cloud vs. ServiceNow Orchestration

Find out what your peers are saying about PagerDuty Operations Cloud vs. ServiceNow Orchestration and other solutions. Updated: June 2025.

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