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JIRA Service Management vs PagerDuty Operations Cloud comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

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

ROI

Sentiment score
7.6
JIRA Service Management boosts efficiency and ROI, especially for large teams, despite its complex interface, surpassing competitors.
Sentiment score
7.8
PagerDuty Operations Cloud efficiently handles alerts, improves response times, reduces downtime, and enhances customer satisfaction and reliability.
 

Customer Service

Sentiment score
6.9
Atlassian's customer service is praised for expertise and responsiveness despite occasional time zone delays, with diverse support options.
Sentiment score
8.1
PagerDuty Operations Cloud is highly rated for responsive, effective customer support, with most issues resolved swiftly under 24 hours.
 

Scalability Issues

Sentiment score
7.7
JIRA Service Management is flexible and scalable, though challenges in advanced scenarios depend on organizational configurations.
Sentiment score
7.8
PagerDuty Operations Cloud excels in scalability, integration, and management, though licensing costs may pose scaling challenges for enterprises.
It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.
The product was highly scalable, with no limits on the number of applications or event routing rules.
 

Stability Issues

Sentiment score
8.0
JIRA Service Management is highly stable, with users rating it highly despite minor glitches or occasional sluggishness.
Sentiment score
8.3
PagerDuty Operations Cloud is praised for stability and reliability, with quick resolutions for rare notification delays and effective support.
There should be more governance for permissions and more options for customized access without frequently involving the admin.
 

Room For Improvement

JIRA Service Management faces challenges with integration, customization, high costs, and needs improvements in usability, communication, and asset management.
PagerDuty users seek better time zone handling, UI intuitiveness, integration, automation, and efficient incident management with enhanced analytics.
JIRA's user interface needs training to understand and utilize.
It remains one of the main barriers to using JIRA Service Management across our entire company.
The interface could be made easier to use.
It would be useful to have a way to define all configurations in code that is similar to how Terraform operates.
 

Setup Cost

JIRA Service Management provides tiered pricing with agent-based and user options, offering competitive rates and discounts for larger tiers.
PagerDuty Operations Cloud offers flexible pricing, but costs can be high; users find it competitive and valuable.
 

Valuable Features

JIRA Service Management excels in customization, integration, and flexible workflow management with valued dashboards, ticketing, and SLA features.
PagerDuty Operations Cloud provides seamless incident management with integrations, automation, and user-friendly features, enhancing alert routing and communication.
JIRA itself is valuable for managing tickets, user stories, and pipeline.
For every task we are working on, the project manager can see the status once we update the stories mentioned.
The query language and the ability to create views of the data are very useful.
It integrates with multiple applications and is highly customizable, with policies, escalation procedures, and an event routing tool that ensures contacting the right person.
 

Categories and Ranking

JIRA Service Management
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
86
Ranking in other categories
Help Desk Software (2nd), IT Service Management (ITSM) (2nd)
PagerDuty Operations Cloud
Average Rating
8.8
Reviews Sentiment
7.3
Number of Reviews
37
Ranking in other categories
Process Automation (14th), IT Alerting and Incident Management (1st), AIOps (9th), Critical Event Management (CEM) (1st)
 

Mindshare comparison

While both are Systems Management solutions, they serve different purposes. JIRA Service Management is designed for IT Service Management (ITSM) and holds a mindshare of 10.9%, down 12.1% compared to last year.
PagerDuty Operations Cloud, on the other hand, focuses on IT Alerting and Incident Management, holds 23.1% mindshare, down 31.3% since last year.
IT Service Management (ITSM)
IT Alerting and Incident Management
 

Featured Reviews

Karim Yousef - PeerSpot reviewer
Efficiently track and document projects with seamless tool integration
We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS Confluence is a great tool for…
JeremyEmmett - PeerSpot reviewer
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.
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Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
837,501 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
9%
Manufacturing Company
8%
Government
7%
Computer Software Company
21%
Financial Services Firm
14%
Manufacturing Company
7%
Healthcare Company
6%
 

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.
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 ...
What needs improvement with PagerDuty?
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...
 

Also Known As

JIRA Service Desk
No data available
 

Overview

 

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
40% of the Fortune 100 TrustPagerDuty. Customers include: Slack, Intuit, Zendesk, Panasonic, Pinterest, Airbnb, eHarmony, McKesson, Comcast
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: February 2025.
837,501 professionals have used our research since 2012.