# Jira Service Management vs PagerDuty

**Leader by Vioscale score:** PagerDuty

| Attribute | Jira Service Management | PagerDuty |
|---|---|---|
| **Vioscale score** | 59 (53% (medium)) | 81.8 (72% (medium)) |
| deployment.options | `{"cloud":true}` | `{"cloud":true}` |
| description.long | An IT service management solution for consolidating support requests from multiple channels—emails, chats, and help centers—into one workspace. Teams use automated workflows and real-time collaboration to track, triage, and prioritize work, delivering responsive customer service. | Platform that uses artificial intelligence and machine learning to automatically detect incidents, route alerts to appropriate teams, and orchestrate responses, while providing real-time communication and analytics tools for coordinating incident management across organizations. |
| features.capabilities | `{"hosting":"cloud","free_tier":true,"api_access":true,"aiops_automation":true,"incident_management":true,"self_service_portal":true}` | `{"hosting":"cloud","free_tier":true,"api_access":true,"alert_routing":true,"aiops_automation":true,"on_call_scheduling":true,"problem_management":true,"incident_management":true}` |
| integrations.count | 7,000 | 750 |
| integrations.list | `[{"name":"Slack"},{"name":"Trello"},{"name":"Microsoft"}]` | `[{"name":"New Relic"},{"name":"AWS"},{"name":"Slack"},{"name":"Datadog"},{"name":"Salesforce"},{"name":"ServiceNow"},{"name":"Microsoft System Center Operations Manager"},{"name":"Pivotal Cloud Foundry"},{"name":"Cherwell"},{"name":"Google Meet"}]` |
| market.availability | `{"primaryMarkets":[],"availabilityScope":"global","availableCountries":[],"notAvailableCountries":[]}` | - |
| platform.support | `{"web":true}` | `{"ios":true,"web":true,"android":true}` |
| pricing | `{"type":"hybrid","freeTier":true,"sourceUrl":"https://www.atlassian.com/software/confluence/pricing","retrievedAt":"2026-08-14T16:39:10.580Z"}` | `{"type":"subscription","plans":[{"free":true,"name":"Free","summary":"Free","features":["100/month international phone/SMS notifications","1 On-call Schedule","1 Escalation Policy","API Calls Included","750+ out-of-box integrations","No maintenance windows"],"components":[{"kind":"fixed","amount":0,"period":"month","currency":"USD"}],"description":"Start with on-call and incident response for small teams","contactSales":false,"includedLimits":{"users":"5","on_call_schedules":"1","escalation_policies":"1","notifications_per_month":"100"}},{"free":false,"name":"Professional","summary":"$21/user/month billed annually; $25/user/month monthly","features":["Basic Chat Experience (Slack, Microsoft Teams)","More international phone/SMS notifications","More On-call Schedules","More Escalation Policies","Major Incident Workflow Template with limited triggers & actions","External Status Page (up to 250 subscribers)","2 predefined Incident Roles","3 predefined Incident Types","2 Teams","SSO","Basic ticketing integrations","Email support","PagerDuty Advance (1,000 one-time AI Actions)","Post-Incident Reviews"],"commitment":"annual","components":[{"kind":"per_unit","unit":"seat","amount":21,"period":"month","currency":"USD"}],"description":"Out-of-the-box incident response designed to kickstart team operations","contactSales":false},{"free":false,"name":"Business","summary":"$41/user/month billed annually; $49/user/month monthly","features":["Custom Fields","Up to 3 custom Incident Types","Expanded set of triggers and actions on Incident Workflows","Advanced admin features","Advanced ITSM integrations","Multi-year historical data access","Internal Status Pages","External Status Page (up to 500 subscribers)"],"commitment":"annual","components":[{"kind":"per_unit","unit":"seat","amount":41,"period":"month","currency":"USD"}],"description":"Advanced and semi-customizable incident management for growing teams","contactSales":false}],"addOns":[{"name":"AIOps"},{"name":"Stakeholder License"},{"name":"Status Pages"},{"name":"Live Call Routing"},{"name":"PagerDuty Advance (additional AI Actions)"}],"summary":"From $21/user/month billed annually. Free tier available.","currency":"USD","freeTier":true,"sourceUrl":"https://www.pagerduty.com","retrievedAt":"2026-08-01T15:19:17.353Z","startingPrice":{"amount":21,"period":"month","currency":"USD"},"billingPeriods":["month","year"]}` |
| pricing.free_tier | yes | yes |
| pricing.model | freemium | freemium |
| pricing.price_level | low | low |
| pricing.transparent | no | yes |
| reliability.status_page | yes | yes |
| security.disclosure_policy | yes | yes |
| security.fedramp | yes | yes |
| security.gdpr | yes | yes |
| security.iso27001 | - | yes |
| security.pci | - | yes |
| security.soc2 | - | yes |

## Capabilities (IT Management Software)

| Capability | Jira Service Management | PagerDuty |
|---|:--:|:--:|
| **ITSM** |  |  |
| Incident management | ✓ | ✓ |
| Change / release management | - | - |
| Problem management | - | ✓ |
| CMDB / IT asset management | - | - |
| Self-service portal | ✓ | - |
| **On-call** |  |  |
| On-call scheduling / escalation | - | ✓ |
| Alert routing | - | ✓ |
| **RMM** |  |  |
| Remote monitoring & control | - | - |
| Patch management | - | - |
| **Automation** |  |  |
| AIOps / workflow automation | ✓ | ✓ |
| ITIL-aligned / PinkVerify | - | - |
| **Deployment** |  |  |
| Hosting | Cloud only | Cloud only |
| **Platform** |  |  |
| Public API | ✓ | ✓ |
| Free tier | ✓ | ✓ |

*Source: Vioscale. Generated 2026-09-01T16:49:23.667Z. "-" = undocumented, not absent.*