# ManageEngine ServiceDesk Plus, PagerDuty vs Opsgenie Comparison | | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Star Rating** | 4.2 out of 5 | 4.5 out of 5 | 4.3 out of 5 | | **Total Reviews** | 249 | 952 | 52 | | **Largest Market Segment** | Mid-Market (59.8% of reviews) | Mid-Market (43.5% of reviews) | Mid-Market (53.8% of reviews) | | **Entry Level Price** | Starts at $1195 (For 10 technicians annually) | Free Trial 5 Users Per Month | No pricing available | --- ## Top Pros & Cons ### ManageEngine ServiceDesk Plus Pros: - Ease of Use (9 reviews) - Features (8 reviews) Cons: - Complexity (4 reviews) - Complex Setup (4 reviews) ### PagerDuty Pros: - Alert Notifications (21 reviews) - Alerting System (19 reviews) Cons: - Alert Issues (12 reviews) - Expensive (8 reviews) ### Opsgenie Pros: - Alerting System (1 reviews) - Alert Management (1 reviews) Cons: - Learning Curve (1 reviews) - Steep Learning Curve (1 reviews) --- ## Ratings Comparison | Rating | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Meets Requirements** | 8.6 (221 reviews) | 9.1 (811 reviews) | 8.9 (40 reviews) | | **Ease of Use** | 8.5 (221 reviews) | 8.6 (819 reviews) | 8.4 (40 reviews) | | **Ease of Setup** | 8.1 (162 reviews) | 8.2 (445 reviews) | 8.2 (24 reviews) | | **Ease of Admin** | 8.4 (159 reviews) | 8.5 (412 reviews) | 8.6 (23 reviews) | | **Quality of Support** | 8.1 (205 reviews) | 8.9 (619 reviews) | 8.7 (30 reviews) | | **Has the product been a good partner in doing business?** | 8.3 (151 reviews) | 8.9 (349 reviews) | 8.6 (22 reviews) | | **Product Direction (% positive)** | 8.1 (213 reviews) | 8.4 (804 reviews) | 9.4 (37 reviews) | --- ## Pricing ### ManageEngine ServiceDesk Plus #### Entry-Level Pricing Plan: Standard Edition help desk module Price: Starts at $1195 (For 10 technicians annually) Description: The standard edition is free of charge on both the On-Premises and cloud versions, with no restrictions on the number tickets or end users or on the amount of cloud storage supported. You can enjoy a world-class help desk experience with no restrictions! Key Features: - Self service portal - Incident management - Active Directory integration [Browse all 3 editions](https://www.g2.com/products/manageengine-servicedesk-plus/pricing) #### Free Trial Yes ### PagerDuty #### Entry-Level Pricing Plan: Free Price: Free Trial 5 Users Per Month Description: Start with on-call and incident response for small teams. Key Features: - 100/month international phone/SMS notifications included - 1 On-call Schedule - 1 Escalation Policy [Browse all 4 editions](https://www.g2.com/products/pagerduty/pricing) #### Free Trial Yes ### Opsgenie #### Entry-Level Pricing No pricing available #### Free Trial Yes --- ## Features Comparison By Category ### Help Desk | Product | Score | Reviews | |---|---|---| | **ManageEngine ServiceDesk Plus** | 8.1/10 | 38 | | **PagerDuty** | N/A | N/A | | **Opsgenie** | N/A | N/A | #### Ticket and Case Management | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Ticket creation user experience** | 8.5 (32 reviews) | Not enough data | Not enough data | | **Ticket response user experience** | 8.7 (33 reviews) | Not enough data | Not enough data | | **Workflow** | 8.7 (33 reviews) | Not enough data | Not enough data | | **Response Automation** | 8.9 (32 reviews) | Not enough data | Not enough data | | **SLA Management** | 8.4 (33 reviews) | Not enough data | Not enough data | | **Attachments/Screencasts** | 8.5 (33 reviews) | Not enough data | Not enough data | | **Ticket Collaboration** | 8.6 (32 reviews) | Not enough data | Not enough data | | **Customer and Contacts Database** | 8.1 (31 reviews) | Not enough data | Not enough data | #### Generative AI | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **AI Text Generation** | 6.8 (13 reviews) | Not enough data | Not enough data | | **AI Text Summarization** | 6.9 (13 reviews) | Not enough data | Not enough data | #### Agentic AI - Help Desk | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | Not enough data | #### Communication Channels | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Customer Portal** | 8.4 (32 reviews) | Not enough data | Not enough data | | **Email to Case** | 9.1 (33 reviews) | Not enough data | Not enough data | | **Chat/Live Support** | 7.9 (27 reviews) | Not enough data | Not enough data | | **Social Integration** | 7.1 (24 reviews) | Not enough data | Not enough data | | **Voice** | 6.5 (24 reviews) | Not enough data | Not enough data | #### Platform | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Mobile User Support** | 7.5 (28 reviews) | Not enough data | Not enough data | | **Customization ** | 7.9 (32 reviews) | Not enough data | Not enough data | | **User, Role, and Access Management** | 8.5 (34 reviews) | Not enough data | Not enough data | | **Integration** | 7.8 (31 reviews) | Not enough data | Not enough data | | **Reporting** | 8.2 (34 reviews) | Not enough data | Not enough data | | **Dashboards** | 8.3 (33 reviews) | Not enough data | Not enough data | ### Workload Automation | Product | Score | Reviews | |---|---|---| | **ManageEngine ServiceDesk Plus** | N/A | N/A | | **PagerDuty** | 9.2/10 | 55 | | **Opsgenie** | N/A | N/A | #### Automation | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Workload Processing** | Not enough data | Feature Not Available | Not enough data | | **Scalability** | Not enough data | 9.5 (50 reviews) | Not enough data | | **Intelligent Automation** | Not enough data | 9.5 (49 reviews) | Not enough data | #### Administration | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Administration Console** | Not enough data | 9.7 (50 reviews) | Not enough data | | **Workflow Management** | Not enough data | 9.6 (50 reviews) | Not enough data | | **IT Issue Identification** | Not enough data | 9.7 (50 reviews) | Not enough data | | **Proactive Workflow** | Not enough data | 9.6 (49 reviews) | Not enough data | | **Error Alerts** | Not enough data | 9.5 (48 reviews) | Not enough data | | **Service Management** | Not enough data | 9.8 (48 reviews) | Not enough data | #### Functionality | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Job Scheduling** | Not enough data | 9.6 (49 reviews) | Not enough data | | **API / Integrations** | Not enough data | 9.6 (49 reviews) | Not enough data | | **Integrations** | Not enough data | 9.6 (49 reviews) | Not enough data | #### Agentic AI - Workload Automation | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Autonomous Task Execution** | Not enough data | 8.0 (5 reviews) | Not enough data | | **Multi-step Planning** | Not enough data | 8.7 (5 reviews) | Not enough data | | **Cross-system Integration** | Not enough data | 8.0 (5 reviews) | Not enough data | | **Adaptive Learning** | Not enough data | 8.7 (5 reviews) | Not enough data | | **Natural Language Interaction** | Not enough data | 8.3 (5 reviews) | Not enough data | | **Proactive Assistance** | Not enough data | 9.0 (5 reviews) | Not enough data | | **Decision Making** | Not enough data | 9.0 (5 reviews) | Not enough data | ### IT Service Management (ITSM) Tools | Product | Score | Reviews | |---|---|---| | **ManageEngine ServiceDesk Plus** | 8.7/10 | 47 | | **PagerDuty** | N/A | N/A | | **Opsgenie** | N/A | N/A | #### Administration | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Change Management** | 8.8 (39 reviews) ✓ Verified | Not enough data | Not enough data | | **Asset Management** | 8.8 (38 reviews) ✓ Verified | Not enough data | Not enough data | | **Reports & Analytics** | 8.9 (39 reviews) ✓ Verified | Not enough data | Not enough data | #### Service Desk | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Help Desk** | 9.2 (42 reviews) ✓ Verified | Not enough data | Not enough data | | **Incident Reports** | 8.9 (41 reviews) ✓ Verified | Not enough data | Not enough data | | **Process Workflow** | 8.9 (41 reviews) ✓ Verified | Not enough data | Not enough data | #### Management | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Reporting** | 8.6 (38 reviews) ✓ Verified | Not enough data | Not enough data | | **Administration Console** | 8.6 (35 reviews) ✓ Verified | Not enough data | Not enough data | | **Access Management** | 8.6 (35 reviews) ✓ Verified | Not enough data | Not enough data | | **Asset Management** | 8.7 (36 reviews) ✓ Verified | Not enough data | Not enough data | | **Policy Dictation** | 8.1 (34 reviews) ✓ Verified | Not enough data | Not enough data | #### Functionality | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Ticketing System** | 9.1 (39 reviews) ✓ Verified | Not enough data | Not enough data | | **Performance Logging** | 8.5 (38 reviews) ✓ Verified | Not enough data | Not enough data | | **Alerting** | 8.8 (36 reviews) ✓ Verified | Not enough data | Not enough data | | **Automation** | 8.5 (39 reviews) ✓ Verified | Not enough data | Not enough data | #### Agentic AI - IT Service Management (ITSM) Tools | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | Not enough data | ### Incident Management | Product | Score | Reviews | |---|---|---| | **ManageEngine ServiceDesk Plus** | 8.4/10 | 34 | | **PagerDuty** | 8.6/10 | 237 | | **Opsgenie** | 8.5/10 | 32 | #### Monitoring | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Constant Monitoring** | 8.9 (29 reviews) ✓ Verified | 9.2 (152 reviews) | 9.3 (29 reviews) ✓ Verified | | **Timely Alerts** | 9.2 (30 reviews) ✓ Verified | 9.5 (181 reviews) ✓ Verified | 9.2 (31 reviews) ✓ Verified | | **TIcket Accuracy** | 9.1 (31 reviews) ✓ Verified | 9.2 (162 reviews) ✓ Verified | 8.8 (29 reviews) ✓ Verified | | **AI Monitoring** | 6.4 (6 reviews) | 8.1 (18 reviews) | Not enough data | #### Management Tools | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Ticket Assignment** | 9.2 (32 reviews) ✓ Verified | 9.2 (164 reviews) ✓ Verified | 8.9 (28 reviews) ✓ Verified | | **Standardization** | 8.7 (30 reviews) ✓ Verified | 9.1 (187 reviews) | 8.7 (29 reviews) ✓ Verified | | **Lifecycle Visualization** | 8.9 (29 reviews) ✓ Verified | 9.0 (177 reviews) ✓ Verified | 8.5 (25 reviews) ✓ Verified | #### Generative AI | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **AI Text Generation** | 7.6 (12 reviews) | 8.1 (43 reviews) | 7.3 (5 reviews) | | **AI Text Summarization** | 7.6 (12 reviews) | 8.2 (44 reviews) | 7.0 (5 reviews) | #### Agentic AI - Incident Management | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Autonomous Task Execution** | Not enough data | 7.6 (11 reviews) | Not enough data | | **Multi-step Planning** | Not enough data | 7.8 (10 reviews) | Not enough data | | **Cross-system Integration** | Not enough data | 8.7 (14 reviews) | Not enough data | | **Adaptive Learning** | Not enough data | 8.5 (10 reviews) | Not enough data | | **Natural Language Interaction** | Not enough data | 8.7 (10 reviews) | Not enough data | | **Proactive Assistance** | Not enough data | 8.8 (10 reviews) | Not enough data | | **Decision Making** | Not enough data | 8.5 (10 reviews) | Not enough data | ### AIOps Platforms | Product | Score | Reviews | |---|---|---| | **ManageEngine ServiceDesk Plus** | N/A | N/A | | **PagerDuty** | 9.5/10 | 50 | | **Opsgenie** | N/A | N/A | #### Functionality | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Artificial Intelligence** | Not enough data | 9.6 (37 reviews) | Not enough data | | **Machine Learning** | Not enough data | 9.5 (35 reviews) | Not enough data | | **Systems Monitoring** | Not enough data | 9.7 (37 reviews) | Not enough data | #### Issue Resolution | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Root Cause Identification** | Not enough data | 9.6 (37 reviews) | Not enough data | | **Proactive Identification** | Not enough data | 9.6 (36 reviews) | Not enough data | | **Resolution Guidance** | Not enough data | 9.8 (39 reviews) | Not enough data | #### Management | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **System Integration** | Not enough data | 9.4 (43 reviews) | Not enough data | | **Alerting** | Not enough data | 9.7 (44 reviews) | Not enough data | | **Reporting** | Not enough data | 9.6 (38 reviews) | Not enough data | #### Generative AI | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **AI Text Generation** | Not enough data | 9.2 (6 reviews) | Not enough data | | **AI Text Summarization** | Not enough data | 8.9 (6 reviews) | Not enough data | #### Agentic AI - AIOps Platforms | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | Not enough data | ### ServiceNow Store Apps | Product | Score | Reviews | |---|---|---| | **ManageEngine ServiceDesk Plus** | N/A | N/A | | **PagerDuty** | 9.6/10 | 47 | | **Opsgenie** | N/A | N/A | #### ServiceNow Apps | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **ServiceNow Integration** | Not enough data | 9.6 (41 reviews) | Not enough data | | **Value** | Not enough data | 9.6 (41 reviews) | Not enough data | #### Agentic AI - ServiceNow Store Apps | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | Not enough data | ### IT Alerting | Product | Score | Reviews | |---|---|---| | **ManageEngine ServiceDesk Plus** | N/A | N/A | | **PagerDuty** | 8.3/10 | 33 | | **Opsgenie** | N/A | N/A | #### Generative AI | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **AI Text Generation** | Not enough data | 8.4 (30 reviews) | Not enough data | #### Agentic AI - IT Alerting | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Autonomous Task Execution** | Not enough data | 8.5 (10 reviews) | Not enough data | | **Multi-step Planning** | Not enough data | 8.0 (9 reviews) | Not enough data | | **Cross-system Integration** | Not enough data | 9.0 (10 reviews) | Not enough data | | **Adaptive Learning** | Not enough data | 8.0 (9 reviews) | Not enough data | | **Natural Language Interaction** | Not enough data | 7.8 (9 reviews) | Not enough data | | **Proactive Assistance** | Not enough data | 8.5 (9 reviews) | Not enough data | | **Decision Making** | Not enough data | 8.3 (9 reviews) | Not enough data | ### Runbook Automation | Product | Score | Reviews | |---|---|---| | **ManageEngine ServiceDesk Plus** | N/A | N/A | | **PagerDuty** | 8.4/10 | 10 | | **Opsgenie** | N/A | N/A | #### Automation Support - Runbook Automation | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Common Tool Integration** | Not enough data | 9.0 (10 reviews) | Not enough data | | **Scripting Language Support** | Not enough data | 8.1 (8 reviews) | Not enough data | | **Routine Task Automation** | Not enough data | 7.4 (9 reviews) | Not enough data | | **Automated Task Notifications** | Not enough data | 8.8 (8 reviews) | Not enough data | #### Error Management - Runbook Automation | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Runbook Procedure Updates** | Not enough data | 8.8 (7 reviews) | Not enough data | | **Recovery Options** | Not enough data | 7.9 (8 reviews) | Not enough data | | **Error Management in Automation** | Not enough data | 7.9 (8 reviews) | Not enough data | #### Customization - Runbook Automation | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Runbook Customization** | Not enough data | 7.6 (7 reviews) | Not enough data | | **Workflow Customization** | Not enough data | 8.3 (8 reviews) | Not enough data | | **Incident Response Customization** | Not enough data | 9.0 (7 reviews) | Not enough data | #### Compliance and Reporting - Runbook Automation | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Security Management** | Not enough data | 8.8 (7 reviews) | Not enough data | | **Compliance Standards Adherence** | Not enough data | 8.1 (8 reviews) | Not enough data | | **Reporting and Auditing** | Not enough data | 8.3 (8 reviews) | Not enough data | #### Performance - Runbook Automation | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Self-Service for Non-IT Staff** | Not enough data | 8.5 (8 reviews) | Not enough data | | **Team Collaboration Enhancement** | Not enough data | 8.5 (8 reviews) | Not enough data | | **Load Handling Performance** | Not enough data | 8.6 (7 reviews) | Not enough data | #### Agentic AI - Runbook Automation | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | Not enough data | ### AI SRE Tools | Product | Score | Reviews | |---|---|---| | **ManageEngine ServiceDesk Plus** | N/A | N/A | | **PagerDuty** | N/A | N/A | | **Opsgenie** | N/A | N/A | #### Reliability Objectives & Service Operations - AI SRE Tools | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Intelligent On-Call Workflows** | Not enough data | Not enough data | Not enough data | | **Error Budget Tracking** | Not enough data | Not enough data | Not enough data | | **SLI & SLO Management** | Not enough data | Not enough data | Not enough data | | **Service Health Modeling & Reporting** | Not enough data | Not enough data | Not enough data | #### AI Detection & Signal Quality - AI SRE Tools | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Cross-Telemetry Correlation** | Not enough data | Not enough data | Not enough data | | **Change-Aware Detection** | Not enough data | Not enough data | Not enough data | | **Adaptive Anomaly Detection** | Not enough data | Not enough data | Not enough data | | **Alert Correlation & Noise Reduction** | Not enough data | Not enough data | Not enough data | #### Investigation & Root Cause Analysis - AI SRE Tools | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Guided Incident Investigation** | Not enough data | Not enough data | Not enough data | | **Live Debugging in Production** | Not enough data | Not enough data | Not enough data | | **AI Root Cause Analysis** | Not enough data | Not enough data | Not enough data | | **Runtime-Verified Root Cause Analysis** | Not enough data | Not enough data | Not enough data | #### Automation & Platform Controls - AI SRE Tools | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Automated Runbook & Workflow Execution** | Not enough data | Not enough data | Not enough data | | **Human-in-the-Loop Remediation** | Not enough data | Not enough data | Not enough data | | **Integration, APIs & Secure Access Controls** | Not enough data | Not enough data | Not enough data | | **AI-Assisted Code Fix Generation** | Not enough data | Not enough data | Not enough data | ### Service Desk | Product | Score | Reviews | |---|---|---| | **ManageEngine ServiceDesk Plus** | 8.2/10 | 113 | | **PagerDuty** | N/A | N/A | | **Opsgenie** | N/A | N/A | #### Incident Management | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Automate Ticket Routing** | 8.7 (95 reviews) | Not enough data | Not enough data | | **Ticket Prioritization** | 8.6 (95 reviews) | Not enough data | Not enough data | | **Ticket Notifications** | 8.8 (99 reviews) | Not enough data | Not enough data | | **Knowledge Base** | 7.9 (91 reviews) | Not enough data | Not enough data | | **Knowledge Base/Ticket Integration** | 8.1 (89 reviews) | Not enough data | Not enough data | #### Reporting | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Dashboards** | 8.3 (95 reviews) | Not enough data | Not enough data | | **Time Tracking** | 8.5 (86 reviews) | Not enough data | Not enough data | | **Surveys** | 8.0 (74 reviews) | Not enough data | Not enough data | #### Access & Usability | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Mobile** | 7.2 (75 reviews) | Not enough data | Not enough data | | **Self Service** | 8.1 (81 reviews) | Not enough data | Not enough data | | **Active Directory** | 8.6 (91 reviews) | Not enough data | Not enough data | | **Multi-Channel Access** | 7.9 (69 reviews) | Not enough data | Not enough data | #### Agentic AI - Service Desk | Feature | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | Not enough data | --- ## Categories **Shared Categories (1):** [Incident Management Software](https://www.g2.com/categories/incident-management) **Unique to ManageEngine ServiceDesk Plus (3):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk), [Help Desk Software](https://www.g2.com/categories/help-desk) **Unique to PagerDuty (6):** [AIOps Tools](https://www.g2.com/categories/aiops-platforms), [ServiceNow Marketplace Apps](https://www.g2.com/categories/servicenow-store-apps), [IT Alerting Software](https://www.g2.com/categories/it-alerting), [Workload Automation Software](https://www.g2.com/categories/workload-automation), [Runbook Automation Software](https://www.g2.com/categories/runbook-automation), [ AI SRE Tools Software](https://www.g2.com/categories/ai-sre-tools) **Unique to Opsgenie (1):** [IT Alerting Software](https://www.g2.com/categories/it-alerting) --- ## Reviewer Demographics ### By Company Size | Segment | ManageEngine ServiceDesk Plus | PagerDuty | Opsgenie | |---|---|---|---| | **Small-Business** | 8.7% | 18.8% | 28.8% | | **Mid-Market** | 59.8% | 43.5% | 53.8% | | **Enterprise** | 31.5% | 37.7% | 17.3% | ### By Industry #### ManageEngine ServiceDesk Plus - **Information Technology and Services:** 18.8% - **Hospital & Health Care:** 5.0% - **Financial Services:** 5.0% - **Oil & Energy:** 4.2% - **Computer & Network Security:** 2.9% - **Health, Wellness and Fitness:** 2.9% - **Computer Software:** 2.5% - **Education Management:** 2.5% - **Non-Profit Organization Management:** 2.1% - **Hospitality:** 2.1% - **Other:** 52.1% #### PagerDuty - **Information Technology and Services:** 22.9% - **Computer Software:** 21.1% - **Financial Services:** 5.8% - **Internet:** 5.2% - **Retail:** 3.6% - **Marketing and Advertising:** 3.3% - **Telecommunications:** 2.9% - **Computer & Network Security:** 2.5% - **Hospital & Health Care:** 2.2% - **Education Management:** 1.6% - **Other:** 28.8% #### Opsgenie - **Computer Software:** 23.5% - **Information Technology and Services:** 17.6% - **Telecommunications:** 11.8% - **Retail:** 7.8% - **Computer & Network Security:** 5.9% - **Marketing and Advertising:** 5.9% - **Airlines/Aviation:** 3.9% - **Government Administration:** 3.9% - **Publishing:** 2.0% - **Logistics and Supply Chain:** 2.0% - **Other:** 15.7% --- ## Alternatives ### Alternatives to ManageEngine ServiceDesk Plus - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (977 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1866 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (747 reviews) - [SolarWinds Web Help Desk](https://www.g2.com/products/solarwinds-web-help-desk/reviews) — 3.9/5 stars (60 reviews) - [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) — 4.0/5 stars (582 reviews) - [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews) - [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews) - [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1145 reviews) ### Alternatives to PagerDuty - [Dynatrace](https://www.g2.com/products/dynatrace/reviews) — 4.5/5 stars (1363 reviews) - [SolarWinds IT Incident Response (Squadcast)](https://www.g2.com/products/solarwinds-it-incident-response-squadcast/reviews) — 4.4/5 stars (310 reviews) - [Better Stack](https://www.g2.com/products/better-stack/reviews) — 4.8/5 stars (320 reviews) - [incident.io](https://www.g2.com/products/incident-io/reviews) — 4.8/5 stars (181 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (977 reviews) - [xMatters](https://www.g2.com/products/xmatters/reviews) — 4.5/5 stars (766 reviews) - [BigPanda](https://www.g2.com/products/bigpanda/reviews) — 4.5/5 stars (119 reviews) - [Datadog](https://www.g2.com/products/datadog/reviews) — 4.4/5 stars (705 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1866 reviews) ### Alternatives to Opsgenie - [xMatters](https://www.g2.com/products/xmatters/reviews) — 4.5/5 stars (766 reviews) - [SolarWinds IT Incident Response (Squadcast)](https://www.g2.com/products/solarwinds-it-incident-response-squadcast/reviews) — 4.4/5 stars (310 reviews) - [Splunk On-Call](https://www.g2.com/products/splunk-on-call/reviews) — 4.5/5 stars (52 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1866 reviews) - [incident.io](https://www.g2.com/products/incident-io/reviews) — 4.8/5 stars (181 reviews) - [AlertOps](https://www.g2.com/products/alertops/reviews) — 4.7/5 stars (153 reviews) - [Better Stack](https://www.g2.com/products/better-stack/reviews) — 4.8/5 stars (320 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews) - [Dynatrace](https://www.g2.com/products/dynatrace/reviews) — 4.5/5 stars (1363 reviews) --- ## Top Discussions ### ManageEngine ServiceDesk Plus - Title: [What is ManageEngine ServiceDesk Plus used for?](https://www.g2.com/discussions/what-is-manageengine-servicedesk-plus-used-for) — 1 comment, 1 upvote > **Top comment:** "Comment deleted by user." ### PagerDuty - Title: [What is PagerDuty used for?](https://www.g2.com/discussions/what-is-pagerduty-used-for) — 2 comments > **Top comment:** "As part of the Customer Experience Team, we use it as automation for the distribution of workloads. While other departments use it as a ticketing tool for IT..." - Title: [How much does PagerDuty cost?](https://www.g2.com/discussions/how-much-does-pagerduty-cost) — 1 comment > **Top comment:** "This really depends on what you need from Pagerduty and how many users need those features." - Title: [How can we do better?](https://www.g2.com/discussions/32897-how-can-we-do-better) — 1 comment, 1 upvote > **Top comment:** "Hi Subhash, I've passed your question over to our Client Services team. They should be reaching to you via email shortly. " ### Opsgenie - Title: [How do I try Opsgenie out?](https://www.g2.com/discussions/how-do-i-try-opsgenie-out) — 1 comment, 1 upvote *(includes official response)* > **Top comment:** "Opsgenie offers four plans that allow you to scale as you grow, starting with our free plan of basic alerting and on-call management for up to 5 users. You..." - Title: [Who is Opsgenie for?](https://www.g2.com/discussions/who-is-opsgenie-for) — 1 comment, 1 upvote *(includes official response)* > **Top comment:** "Opsgenie is designed for Dev and Ops teams operating always-on services, we’re a solution for cloud, on-prem, and hybrid environments. We offer plans to suit..." - Title: [How does Opsgenie help me work faster and smarter?](https://www.g2.com/discussions/how-does-opsgenie-help-me-work-faster-and-smarter) — 1 comment, 1 upvote *(includes official response)* > **Top comment:** "Opsgenie removes the guesswork around alerting and incidents, you don’t have to wonder which alerts are important, where the alert is coming from, and who..." - Title: [What makes Opsgenie stand out?](https://www.g2.com/discussions/what-makes-opsgenie-stand-out) — 1 comment, 1 upvote *(includes official response)* > **Top comment:** "Opsgenie receives rich payload data from your favorite ITSM tools and populates alerts with that information. This means that each alert has all of the..." - Title: [Can I use Opsgenie with on-prem?](https://www.g2.com/discussions/can-i-use-opsgenie-with-on-prem) — 1 comment, 1 upvote *(includes official response)* > **Top comment:** "Yes! Opsgenie is a great modern incident management solution for on-prem, cloud, and hybrid environments. Here’s a great blog post..." --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/manageengine-servicedesk-plus-vs-pagerduty-vs-opsgenie)