Try our new research platform with insights from 80,000+ expert users

ManageEngine ServiceDesk Plus 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
7.3
ManageEngine ServiceDesk Plus offers cost-effectiveness, asset tracking benefits, reduced costs, but mixed outcomes in financial tracking among organizations.
Sentiment score
7.8
PagerDuty Operations Cloud efficiently handles alerts, improves response times, reduces downtime, and enhances customer satisfaction and reliability.
ManageEngine has been particularly beneficial for small and medium-sized businesses in terms of value for money since they receive similar service at a lower cost compared to ServiceNow.
 

Customer Service

Sentiment score
7.1
ManageEngine ServiceDesk Plus support is rated mixed, noting delays and improvement areas, but praised for responsiveness and thoroughness.
Sentiment score
8.1
PagerDuty Operations Cloud is highly rated for responsive, effective customer support, with most issues resolved swiftly under 24 hours.
Their response time could be quicker.
The customer support for ManageEngine could be improved, especially for coverage during the Asia Pacific shift.
 

Scalability Issues

Sentiment score
7.9
ManageEngine ServiceDesk Plus is scalable and efficient, though performance may vary with large-scale on-premises deployments and integrations.
Sentiment score
7.8
PagerDuty Operations Cloud excels in scalability, integration, and management, though licensing costs may pose scaling challenges for enterprises.
It is trickier to expand across endpoints with Help Desk.
The tool is suitable for medium to large-scale operations and can be used effectively by mid-size companies.
Scaling ManageEngine ServiceDesk Plus is easy, and I would rate its scalability as nine out of ten.
The product was highly scalable, with no limits on the number of applications or event routing rules.
 

Stability Issues

Sentiment score
7.7
ManageEngine ServiceDesk Plus is stable and reliable, with minimal issues, and receives high satisfaction ratings from users.
Sentiment score
8.3
PagerDuty Operations Cloud is praised for stability and reliability, with quick resolutions for rare notification delays and effective support.
We have not faced any stability issues or challenges with this tool.
We have not experienced any significant issues.
 

Room For Improvement

ManageEngine ServiceDesk Plus needs improved customization, automation, integration, support services, and enhanced performance and reporting analytics.
PagerDuty users seek better time zone handling, UI intuitiveness, integration, automation, and efficient incident management with enhanced analytics.
It would be beneficial to have an option to assign approvals to a user group or a variable.
There could be improvements in licensing flexibility, like the ability to use a single license for multiple users simultaneously.
I recommend integrating it with CrowdStrike, so incidents can directly result in a ticket being created.
It would be useful to have a way to define all configurations in code that is similar to how Terraform operates.
 

Setup Cost

ManageEngine ServiceDesk Plus offers cost-effective, flexible licensing, appealing to budget-conscious enterprises, compared to competitors like ServiceNow.
PagerDuty Operations Cloud offers flexible pricing, but costs can be high; users find it competitive and valuable.
The cost of ManageEngine is more affordable, making it viable for small to medium-sized businesses.
The costing for ManageEngine ServiceDesk Plus is very flexible and is considered low-priced.
It is not as expensive as ServiceNow, which has a very high cost.
 

Valuable Features

ManageEngine ServiceDesk Plus enhances IT productivity with user-friendly features, seamless integration, and extensive customization for efficient management.
PagerDuty Operations Cloud provides seamless incident management with integrations, automation, and user-friendly features, enhancing alert routing and communication.
It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions.
The automation features help resolve issues automatically.
The incident reporting part is especially valuable.
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

ManageEngine ServiceDesk Plus
Average Rating
8.0
Reviews Sentiment
7.3
Number of Reviews
67
Ranking in other categories
Help Desk Software (3rd), IT Service Management (ITSM) (3rd)
PagerDuty Operations Cloud
Average Rating
8.8
Reviews Sentiment
7.3
Number of Reviews
37
Ranking in other categories
Process Automation (13th), 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. ManageEngine ServiceDesk Plus is designed for Help Desk Software and holds a mindshare of 7.3%, down 7.4% compared to last year.
PagerDuty Operations Cloud, on the other hand, focuses on IT Alerting and Incident Management, holds 22.1% mindshare, down 30.1% since last year.
Help Desk Software
IT Alerting and Incident Management
 

Featured Reviews

Anil  Rao - PeerSpot reviewer
Improved problem-solving and has a user-friendly knowledge base
The primary benefit of ManageEngine ServiceDesk Plus is its ease of use. It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions. This simplicity makes it particularly suitable for less technical staff to use effectively. Additionally, its ability to interpret issues and offer solutions based on its knowledge base makes problem-solving faster. The deployment and use of all policies and user cases are seamless.
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.
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
842,767 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Educational Organization
62%
Computer Software Company
8%
Financial Services Firm
5%
Government
3%
Computer Software Company
21%
Financial Services Firm
13%
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 ManageEngine ServiceDesk Plus?
The platform's most beneficial features are incident management, change management, request management, and asset management.
What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?
The costing for ManageEngine ServiceDesk Plus ( /products/manageengine-servicedesk-plus-reviews ) is very flexible and is considered low-priced. Automox ( /products/automox-reviews ), a competitor,...
What needs improvement with ManageEngine ServiceDesk Plus?
The GUI can be improved. In terms of functionality, the change management part could be improved significantly due to limitations in that area. For instance, when assigning a ticket to a person or ...
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...
 

Overview

 

Sample Customers

Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
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 Help Desk Software. Updated: March 2025.
842,767 professionals have used our research since 2012.