PagerDuty Operations Cloud vs ServiceNow comparison

PagerDuty Operations Cloud

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Executive Summary

We performed a comparison between PagerDuty Operations Cloud and ServiceNow based on real PeerSpot user reviews.

Find out what your peers are saying about PagerDuty, Atlassian, Splunk and others in IT Alerting and Incident Management.

To learn more, read our detailed IT Alerting and Incident Management Report (Updated: June 2024).

IT Alerting and Incident Management

June 2024

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Helped 787,061 peers since 2012

Categories and Ranking

PagerDuty Operations Cloud

Average Rating

8.8

Number of Reviews

Ranking in other categories

Process Automation (11th), IT Alerting and Incident Management (1st), AIOps (8th), Critical Event Management (CEM) (1st)

ServiceNow

Average Rating

8.4

Number of Reviews

212

Ranking in other categories

Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (4th), No-Code Development Platforms (1st)

Market share comparison

As of June 2024, in the IT Alerting and Incident Management category, the market share of PagerDuty Operations Cloud is 34.5% and it increased by 11.8% compared to the previous year. The market share of ServiceNow is 19.0% and it decreased by 35.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Alerting and Incident Management

Unique Categories:

Process Automation

0.1%

AIOps

0.3%

Help Desk Software

27.2%

IT Asset Management

20.6%

Q&A Highlights

Xiao Ya

Works at Alibaba Group

Apr 04, 2023

What are the differences between PagerDuty and ServiceNow？

ServiceNow ServiceNow is a platform-as-a-service provider of IT service applications. The company provides a range of pre-built ITSM products to automate and manage numerous IT enterprise services. Using the single software, you can automate processes and create custom applications to meet all your IT service needs. ServiceNow can be used for cloud and virtualization lifecycle management, change orchestration, infrastructure discovery, and IT governance. You can also use the software to report on all applications, as well as to generate reports on KPIs and benchmarking and create executive dashboards. Key benefits of using ServiceNow IT Service Automation: One solution for asset management, change and release management, configuration management, incident management, IT cost management, problem management, and a service catalog. On top of that Custom Application Development: Build and deploy custom applications in days, integrate your existing and new apps, and require minimum to zero coding knowledge. Service Automation: Standardize service processes and implement automation to replace manual tasks. Service now offers custom workflows, apps, and forms. PagerDuty PagerDuty is a cloud software that connects people, systems, and data into a single view - creating visibility and actionable intelligence across their operations. PagerDuty's SaaS alerting and incident tracking system helps IT operations and DevOps engineers resolve critical errors in their IT systems as quickly as possible. Key benefits of using PagerDuty Alerting that works (and wakes you up)- When your systems go down, PagerDuty will wake you up. You choose how you want to be alerted - via phone, SMS, or email, to multiple numbers, with retries. Integrate all your existing monitoring tools- PagerDuty works excellently with almost all monitoring tools including Nagios, Icinga, Keynote, New Relic, Pingdom, Cloudkick, Circonus, Splunk, Zenoss, Monit, Munin, SolarWinds, and many others. If it can send an email, it works with PagerDuty. Reliable, distributed architecture- PagerDuty's infrastructure is fully replicated in multiple data centers with fast failover when problems occur. PagerDuty can easily set up schedules to share on-call duty responsibilities with your team.

It has allowed us to identify issues and incidents within the infrastructure that we wouldn't have noticed otherwise.

Featured Reviews

Don Meyers

Data and integrations director at KnowBe4

Sep 15, 2022

We use PagerDuty for incident managment. We're looking at integrating PagerDuty with Rundeck in the future PagerDuty has allowed us to identify issues and incidents within the infrastructure that we wouldn't have noticed otherwise. PagerDuty's notification process is the most valuable feature.…

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Mayur Patil

Assistant Manager at Wipro Limited

Feb 1, 2024

Has versatile features, streamlined workflows and excellent scalability

ServiceNow optimizes our IT service management processes through its knowledge base feature. This repository contains solutions and insights into challenges encountered during request or incident resolution. A select group reviews and collects this knowledge to analyze how it can streamline processes or enhance user interfaces, such as creating simplified catalogs for quicker request submission. Integration with ServiceNow ensures that every request or incident benefits from this knowledge, enabling faster delivery through automation. Focusing primarily on requests and incidents, which are the most common user interactions, leveraging the knowledge base in this manner significantly contributes to refining and fine-tuning operations management. ServiceNow significantly enhances our workflow efficiency, as demonstrated by a straightforward example of adding a user to a group. Through analysis of over a thousand requests, primarily for server or file share access, we identified the top ten groups frequently requested. Utilizing this insight, we implemented backend automation scripts integrated into ServiceNow's action tasks. Now, when users request access to a file share or server, they select from a dropdown menu of the top ten file shares, streamlining the process. The automation prompts users for necessary information, such as their ID and approvals email, before swiftly granting access within one to two minutes. Previously, such requests could take up to twenty minutes or even a day due to lack of clarity. However, with this automated workflow, users have predefined options, reducing confusion and minimizing errors. Additionally, the system captures requests not covered by the predefined options, allowing us to monitor and address emerging needs effectively. This improvement has significantly reduced the occurrence of errors and escalations, leading to smoother service delivery. ServiceNow portal has significantly enhanced our user experience and service delivery, particularly through its advanced reporting system. This system allows us to gather feedback and insights, such as the number of pending items assigned to individuals, reasons for delays, and the status of updates. The reporting capabilities within ServiceNow enable us to conduct in-depth analysis of ticket resolutions quickly and efficiently, facilitating improved decision-making and operational efficiency. ServiceNow's reporting and analytics functionalities significantly contributed to decision-making processes, earning a rating of eight out of ten. Although I lack extensive experience with it, I find that ServiceNow is generally straightforward to integrate.

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Quotes from Members

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

Pros

"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."

"PagerDuty's best features are the dedicated application that allows me to reach my engineers immediately and the ability to directly assign specific tasks to individuals and have them report back."

"PagerDuty is very stable and very reliable."

"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."

"PagerDuty's notification process is the most valuable feature."

"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 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."

"It has scaled well for us."

More PagerDuty Operations Cloud pros

"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."

"We have found change management and CMDB to be very useful."

"If it is a high priority, they will respond very quickly. If it is a low priority issue, it might take some time, some three or four days. I would rate the technical support as a 10 out of 10."

"Straightforward tool."

"Very good incident management, chain management and problem management features."

"ServiceNow is easy to use."

"For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise."

"For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive."

More ServiceNow pros

Cons

"The solution's analytics are okay. I don't think the features, at this point, give you a lot of insights. We have actually been trying to get insights from it but it hasn't really given us a lot of extra points to explore. We were looking at the number of alerts to see where many of the alerts were coming from. We never managed to get many insights on this."

"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."

"The user interface could be more intuitive."

"The On-Call Teams feature could be better in terms of levels of conditions related to which team or member should get the responsibility of handling a matter or incident."

"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."

"Because of the way you have to structure the rosters, if an engineer has to go on leave (or something), you can't just go in and reassign/take this person out of all of the different rosters that they're in. You have to go into each of the rosters and take them out. There might be a roster for business hours, after hours rotation, and monitoring deployments. Each time we need to take an engineer out of the pool, e.g., if they're sick or on leave, then we have to go and touch all of those rosters, updating and replacing them. Whereas, if we could just take the person out and have it automatically fill in the rostering, then that would make life a lot easier for managing it."

"This solution works best in conjunction with a proper logging system, which can be an additional cost to organizations."

More PagerDuty Operations Cloud cons

"It's a little expensive compared to other tools."

"ServiceNow doesn't cater to the Middle Eastern market."

"It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses."

"All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it. In the past, you used to have one screen per application. Now, you have everything integrated into one. Everybody will manage the same screen and they need to navigate into the same screen as the Internet Explorer with a toolbar with the categories and look for the things you want to see or the models you want to use."

"The high price is a huge barrier in Portugal."

"In an upcoming release, there should be more administration tools."

"There should be fewer clicks and faster integrations between solutions."

"Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge."

More ServiceNow cons

Pricing and Cost Advice

"Licensing costs are around $700 a month, and the only additional costs, are phone costs in some instances."

"The pricing may be about $1,000 per user."

"There is a license needed to use PagerDuty."

"The cost is quite high. But if you want to get a full-featured application and you have a big team..."

"The cost is based on the package you select."

"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."

"PagerDuty has monthly and yearly licenses available, the costs of which can get quite high if you have a large number of users."

"They're very good in pricing compared to the competitors in the area. I would rate them a five out of five in terms of pricing."

More PagerDuty Operations Cloud pricing and cost advice

"The licenses are expensive."

"ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably."

"The mandatory minimum is US$ 20,000 for licensing."

"This is a pretty expensive product, so the licensing could be better."

"Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers."

"It is an expensive platform."

"Getting the solution up and running is expensive."

"I'm not aware of any additional costs. I'm pretty sure that the current client is paying just the licensing fee per user. I do know that they've got some support agreement with ServiceNow, but I don't think that is broken out or specific to Project Management. It is just inclusive."

More ServiceNow pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which IT Alerting and Incident Management solutions are best for your needs.

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Top Industries

By visitors reading reviews

Computer Software Company

21%

Financial Services Firm

13%

Retailer

Manufacturing Company

Educational Organization

22%

Computer Software Company

11%

Financial Services Firm

10%

Government

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 price is very high. I rate the pricing a six out of ten. The license for stakeholders is very limited.

What needs improvement with PagerDuty?

It’s quite hard to reach the support team.

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...

Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...

What do you like most about ServiceNow?

The solution has a user-friendly interface.

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Product Reports

PagerDuty Operations Cloud

May 2024

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May 2024

Learn More

PagerDuty

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.”

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

Sample Customers

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

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow