# ManageEngine ServiceDesk Plus vs PagerDuty

**Leader by Vioscale score:** PagerDuty

| Attribute | ManageEngine ServiceDesk Plus | PagerDuty |
|---|---|---|
| **Vioscale score** | 52.6 (36% (low)) | 81.8 (72% (medium)) |
| deployment.options | `{"cloud":true,"hybrid":true,"on_prem":true,"self_hosted":true}` | `{"cloud":true}` |
| description.long | A comprehensive service management solution combining IT service management, asset management, and configuration databases with enterprise service capabilities for departments including HR, facilities, and finance. Includes embedded AI for workflow automation and intelligent service delivery. | 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":"both","free_tier":false,"api_access":true,"cmdb_asset":true,"itil_certified":true,"aiops_automation":true,"change_management":true,"problem_management":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 | 6 | 750 |
| integrations.list | `[{"name":"Active Directory"},{"name":"Microsoft 365"},{"name":"Exchange"},{"name":"Microsoft Teams"},{"name":"Google Workspace"},{"name":"AWS"}]` | `[{"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":"quote","sourceUrl":"https://www.manageengine.com/products/service-desk/","retrievedAt":"2026-08-01T15:18:54.758Z"}` | `{"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 |
| pricing.model | commercial | freemium |
| pricing.price_level | unknown | low |
| pricing.transparent | - | yes |
| reliability.status_page | yes | yes |
| security.disclosure_policy | yes | yes |
| security.fedramp | - | yes |
| security.gdpr | yes | yes |
| security.hipaa | yes | - |
| security.iso27001 | yes | yes |
| security.pci | - | yes |
| security.soc2 | - | yes |

## Capabilities (IT Management Software)

| Capability | ManageEngine ServiceDesk Plus | 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 + self-hosted | Cloud only |
| **Platform** |  |  |
| Public API | ✓ | ✓ |
| Free tier | ✗ | ✓ |

*Source: Vioscale. Generated 2026-09-01T15:20:00.289Z. "-" = undocumented, not absent.*