PagerDuty vs. ServiceNow IT Operations Management

I've used ICM in the past which has been a very Microsoft product with everything thrown into a blender. So, PD implementation is a breath of fresh air with focused pages to achieve the end goal. If the goal is to collaborate on issues across the organization, PD might not be the best solution but within specific teams, PD excels at it.

Incentivized

We have taken advantage of the single platform for different IT disciplines over the past few years and now we are doing more and more with the integrations. Our teams are looking at the same information which stops the blame game a lot. Their newest AIOps has been a very nice surprise as we've tried another tool for about 2 years and it required us to hire outside consultants to try and build what we needed. So far, ServiceNow found a lot of things we didn't know to look for. It's not perfect in fixing everything, but really has provided a lot of visibility and troubleshooting.

• Alerting notifications is its best attribute; it will continue to make contact until the alert is acknowledged by a user.
• The calendar view provides valuable information regarding who is on call by the team and their full contact information.
• The application also lets you initiate a tech bridge meeting instantly and notifies all on-call users.

Incentivized

• The centralized dashboard allows us to keep track of production incidents as they come in, and allow us to view and sort them based on severity, making sure it's tracked
• The read/edit access and role granting process is straightforward, meaning that only the right people can change /update the statuses of incidents without unintended consequences
• With AI driven classification, it's easy to track outage impacts

Incentivized

• When getting a phone call, PagerDuty doesn't seem to allow acknowledgments of alerts through the phone, which it says it does. I constantly receive a message that it was updated by another person - when in reality, it wasn't.
• Smarter notifications. If an alert was snoozed for a time, when it comes back, it sends out another alert. It should, I think, send a message asking if the alert is still an issue and give the option to close.
• Make schedule changes more intuitive.
• One button to acknowledge and close an alert.

Incentivized

• Scan network is limited to their discovery tool, which is costly
• Integration to jamf and ubunto tools
• Agents TCO
• integration to password management tools which are critical for successful scans

Incentivized

They have been rock solid for us thus far and are not very expensive and to be honest no time to evaluate other software at this point.

Incentivized

The UI is more complex than I would like. Part of the challenge is that most users use PagerDuty infrequently; I don't remember how I changed a policy last time. Another part of the challenge is that some users expect alerting to be a trivial feature, and are reluctant to invest any time in reading the documentation.

Incentivized

PagerDuty is reliable and easy to set up. It gives an effective way to notify the team about critical incidents which results in a faster turnaround time on issues. users can customize their alerts rules based on their preferences. Overall it's effective and easy to use which adds great business value.

Incentivized

When I setup notifications to PD thru the Python API I was impressed with the ease with which I could set up the software/service.

Incentivized

I have not use the 2 technologies for as long as I have used PagerDuty but in my opinion PagerDuty makes things a lot easier. The other tools got the job done and got alerts out but PagerDuty just seemed to make the setup for on-call alert schedules and integrations easier than the others. This isn't to say the others are difficult, just that PagerDuty was slightly better. I also have noticed that more tools have options to integrate to PagerDuty over the other tools.

Incentivized

BMC was our legacy system before deploying ServiceNow. It's time had passed for us as it couldn't really keep up with our move to cloud and the number of services we were using. The cost kept getting higher, especially with all of the customization we had to do. Over the years, just got unwieldy. We still use Splunk for raw data and log analysis, but we upgraded to ServiceNow event management and the Loom system log analytics. We had Loom before ServiceNow bought them, but it's nice it's all on one platform for us. Splunk at times had so much info, we didn't know where to start, but ServiceNow gives us a great starting point.

• Allow our service to be available 24/7 with minimal downtime, improving customer experience
• Monitor incidents and allow us to customize/schedule alert notifications, making engineers' jobs easier and preventing turnover
• Prevent SEVs that could deteriorate, bring down our service, and cost us millions of dollars from loss in bookings

Incentivized

• With the regular use of ServiceNow IT Operations Management platform, our incident resolution time has gone down by over 90% over the past year
• Our access and role granting process has been streamlined leading to increased developer hours by around ~90 PM
• With the enablement of AIOps driven impact prediction, we expect an improvement of user communication time by over 90%

Incentivized