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JIRA Service Management vs PagerDuty comparison

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8,892 views|7,386 comparisons
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7,013 views|5,273 comparisons
Featured Review
Find out what your peers are saying about ServiceNow, Atera, Atlassian and others in IT Service Management (ITSM). Updated: January 2022.
564,599 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The simplicity is good for our clients. The price is good.""The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests.""Its integration is most valuable. It is pretty open for integration.""I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting.""The initial setup is easy and straightforward.""One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted.""Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general.""Some of the most valuable features are simplicity, ease of configuration, and ease of customization."

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"It reduces the amount of white noise. If something comes through, then it will alert somebody. However, if it's a bit of white noise that comes through at night, then it gets dealt with the next day. Everything is visible to everybody. It's not just a single person getting an SMS, then going, "Oh, I'm not going to worry about that." The visibility to everybody on the team is one of the great things about it because it reduces the white noise.""The most valuable feature is definitely the flexibility of the schedule. The mobile app is quite also good for what we do: for receiving alerts, acknowledging, assigning, adding new responders. It has rich features for our needs.""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."

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Cons
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets.""In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud.""Integration could be improved.""The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time.""If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful.""It is pretty complex to move between the test environment and the production environment. There is potential for improvement.""At times you will need add-ons or additional software, so built-in features would be helpful.""It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."

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"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.""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."

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Pricing and Cost Advice
  • "It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
  • "We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."
  • "The pricing is free for us because we are an associate partner for the product."
  • "Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."
  • "We need a license because we have a higher number than the free part."
  • "The pricing is very competitive and I think that it is okay."
  • "I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."
  • "For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."
  • More JIRA Service Management Pricing and Cost Advice →

  • "The cost is quite high. But if you want to get a full-featured application and you have a big team..."
  • "If you add more people, then you have to pay more, which is always a thing with the SaaS solutions."
  • "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."
  • More PagerDuty Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: 
    Hi,  There are no ITSM  tools that are HIPAA compliant as per my knowledge. The tools need to be tuned and configured to be compliant with Standards for Privacy of Individually Identifiable Health… more »
    Top Answer: 
    The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I… more »
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    Also Known As
    JIRA Service Desk
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    Overview

    Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident, problem, change, and configuration management.

    PagerDuty is an agile incident management solution that integrates with ITOps and DevOps monitoring stacks to improve operational reliability and agility. From enriching and aggregating events to correlating them into actionable alerts, PagerDuty streamlines the incident management lifecycle by reducing noise and resolution times. With hundreds of native integrations with operations tools, automated scheduling, advance reporting and guaranteed availability, PagerDuty is trusted by over 7,000 organizations globally to increase business and employee efficiency. The company is headquartered in San Francisco and backed by leading venture capital firms Andreessen Horowitz, Bessemer Venture Partners, Baseline Ventures, Ignition Partners and others. To try PagerDuty for free, or to get more information, visit www.pagerduty.com.

    Offer
    Learn more about JIRA Service Management
    Learn more about PagerDuty
    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
    Top Industries
    REVIEWERS
    Computer Software Company31%
    Comms Service Provider19%
    Retailer13%
    Transportation Company6%
    VISITORS READING REVIEWS
    Computer Software Company28%
    Comms Service Provider20%
    Government8%
    Financial Services Firm6%
    REVIEWERS
    Financial Services Firm36%
    Comms Service Provider21%
    Printing Company14%
    Logistics Company7%
    VISITORS READING REVIEWS
    Computer Software Company29%
    Comms Service Provider14%
    Financial Services Firm12%
    Manufacturing Company5%
    Company Size
    REVIEWERS
    Small Business52%
    Midsize Enterprise12%
    Large Enterprise36%
    REVIEWERS
    Small Business27%
    Midsize Enterprise36%
    Large Enterprise36%
    Find out what your peers are saying about ServiceNow, Atera, Atlassian and others in IT Service Management (ITSM). Updated: January 2022.
    564,599 professionals have used our research since 2012.

    JIRA Service Management is ranked 3rd in IT Service Management (ITSM) with 19 reviews while PagerDuty is ranked 2nd in IT Alerting and Incident Management with 3 reviews. JIRA Service Management is rated 8.2, while PagerDuty is rated 8.4. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of PagerDuty writes "Reduces white noise, which has reduced engineer fatigue". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Zendesk Guide, BMC Helix ITSM and IBM Maximo, whereas PagerDuty is most compared with ServiceNow, Opsgenie, Everbridge IT Alerting, VictorOps and Splunk.

    We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.