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# PagerDuty vs ServiceNow IT Service Management Comparison - What are their main differences?

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PagerDutyServiceNow IT Service...[+ Add Product](#)

Pricing

**PagerDuty**
Free Trial

**Free Trial** 5 Users Per Month · Free

**ServiceNow IT Service Management**
No pricing available

**Pricing Insights**
from reviews

Time to Implement

**PagerDuty**
2 monthsFaster

Based on 96 responses

**ServiceNow IT Service Management**
5 months

Based on 20 responses

Return on Investment

**PagerDuty**
12 months1 month sooner

Based on 75 responses

**ServiceNow IT Service Management**
13 months

Based on 18 responses

Perceived Cost

**PagerDuty**
$$$$$

**ServiceNow IT Service Management**
$$$$$

Average Discount

**PagerDuty**
9%

**ServiceNow IT Service Management**
15%6% more

**Pros & Cons**
from reviews

**PagerDuty**
[
Alert Notifications (21)
](https://www.g2.com/products/pagerduty/reviews?filters%5Bsentiment_snippet%5D=1669004&qs=pros-and-cons#reviews)[
Alerting System (19)
](https://www.g2.com/products/pagerduty/reviews?filters%5Bsentiment_snippet%5D=1669302&qs=pros-and-cons#reviews)[
Alert Issues (12)
](https://www.g2.com/products/pagerduty/reviews?filters%5Bsentiment_snippet%5D=1666799&qs=pros-and-cons#reviews)[
Expensive (8)
](https://www.g2.com/products/pagerduty/reviews?filters%5Bsentiment_snippet%5D=1668679&qs=pros-and-cons#reviews)

**ServiceNow IT Service Management**
[
Ease of Use (168)
](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1546751&qs=pros-and-cons#reviews)[
Incident Management (112)
](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1549440&qs=pros-and-cons#reviews)[
Learning Curve (72)
](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1548368&qs=pros-and-cons#reviews)[
Expensive (60)
](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1547869&qs=pros-and-cons#reviews)

Integrations

**PagerDuty**
[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_b3390b4cc3d92e87d570895f7358c003/amazon-cloudwatch.jpg "Product Avatar Image")

Amazon CloudWatch

](https://www.g2.com/products/amazon-cloudwatch/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_cacdec8b8edeace9b3c89e0c2cded695/amazon-ec2.jpg "Product Avatar Image")

Amazon EC2

](https://www.g2.com/products/amazon-ec2/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_19e82af715cd25220ff78b5c779730cf/amazon-ecs-optimized-amazon-linux-2-ami-arm-with-support-by-bansir.jpg "Product Avatar Image")

Amazon ECS-Optimized Amazon...

](https://www.g2.com/products/amazon-ecs-optimized-amazon-linux-2-ami-arm-with-support-by-bansir/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_504423766e296a0eeef13491cb738385/amazon-eventbridge.png "Product Avatar Image")

Amazon EventBridge

](https://www.g2.com/products/amazon-eventbridge/reviews)[
View all
](https://www.g2.com/products/pagerduty/integrations)

**ServiceNow IT Service Management**
[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_cd2b351740dc3fc7b599e9bff74168d3/accreditation-manager.png "Product Avatar Image")

Accreditation Manager

](https://www.g2.com/products/accreditation-manager/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_aa32fa23598dc6c153bb17435c1c1d13/activedirectory-domain-controller-for-windows-2016.png "Product Avatar Image")

ActiveDirectory Domain...

](https://www.g2.com/products/activedirectory-domain-controller-for-windows-2016/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_3ecdf4b29d13e918625a439cb01a06b2/aria-aria.png "Product Avatar Image")

Aria

](https://www.g2.com/products/aria-aria/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_504423766e296a0eeef13491cb738385/aws-cloud-development-kit-aws-cdk.png "Product Avatar Image")

AWS Cloud Development Kit...

](https://www.g2.com/products/aws-cloud-development-kit-aws-cdk/reviews)[
View all
](https://www.g2.com/products/servicenow-it-service-management/integrations)

Screenshots

**PagerDuty**
 ![PagerDuty screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/152472/Screen-Shot-2020-10-26-at-9.12.07-AM.png)

**ServiceNow IT Service Management**
 ![ServiceNow IT Service Management screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/1738738/servicenow-l1-service-desk-ai-specialist.png)

**Ratings**
from reviews

Meets Requirements

**PagerDuty**

9.1

9.1825

**ServiceNow IT Service Management**

8.9

8.9939

Ease of Use

**PagerDuty**

8.6

8.6833

**ServiceNow IT Service Management**

8.5

8.51,463

Ease of Setup

**PagerDuty**

8.2

8.2460

**ServiceNow IT Service Management**

8.2

8.2791

Ease of Admin

**PagerDuty**

8.5

8.5421

**ServiceNow IT Service Management**

8.6

8.6349

Quality of Support

**PagerDuty**

8.9

8.9632

**ServiceNow IT Service Management**

8.6

8.61,071

Has the product been a good partner in doing business?

**PagerDuty**

8.9

8.9358

**ServiceNow IT Service Management**

8.8

8.8344

Product Direction (% positive)

**PagerDuty**

8.4

8.4815

**ServiceNow IT Service Management**

8.9

8.9935

**Features**
ratings from reviews

Incident Management[Hide 58 FeaturesShow 58 Features](javascript:void(0);)

8.6

246

8.3

323

Monitoring

Constant Monitoring

9.2(won by 0.3)

152

8.9

227

|

Verified

Timely Alerts

9.5(won by 0.4)

185

|

Verified

9.1

245

|

Verified

TIcket Accuracy

9.2(won by 0.1)

161

|

Verified

9.1

249

|

Verified

AI Monitoring

8.0(won by 0.3)

17

7.7

33

Real-Time Notifications

10.0(won by default)

6

Not enough data

Mobile Alerts

Not enough data

Not enough data

Email Alerts

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Management Tools

Ticket Assignment

9.2(tied score)

163

|

Verified

9.2(tied score)

254

|

Verified

Standardization

9.1(tied score)

188

9.1(tied score)

253

Lifecycle Visualization

9.0(won by 0.3)

175

|

Verified

8.7

237

|

Verified

Generative AI

AI Text Generation

8.0

42

8.3(won by 0.3)

108

AI Text Summarization

8.2

43

8.3(won by 0.1)

126

Generative AI

Not enough data

Not enough data

Agentic AI - Incident Management

Autonomous Task Execution

7.3(tied score)

10

7.3(tied score)

27

Multi-step Planning

7.8(won by 0.4)

9

7.4

28

Cross-system Integration

8.6(won by 0.6)

12

 (There is a greater than 0.5 difference between this product's rating and its competitors)

8.0

34

Adaptive Learning

8.3(won by 0.7)

9

 (There is a greater than 0.5 difference between this product's rating and its competitors)

7.6

28

Natural Language Interaction

8.5(won by 0.7)

9

 (There is a greater than 0.5 difference between this product's rating and its competitors)

7.8

27

Proactive Assistance

8.7(won by 0.8)

9

 (There is a greater than 0.5 difference between this product's rating and its competitors)

7.9

30

Decision Making

8.3(won by 0.4)

9

7.9

30

Third-Party Integrations

Not enough data

Not enough data

Multi-Language

Not enough data

Not enough data

Additional Functionality

Alerts/Notifications

8.3(won by default)

6

Not enough data

Forms Management

Not enough data

Not enough data

Safety Incident Management

Not enough data

Not enough data

Compliance Management

Not enough data

Not enough data

OSHA Compliance

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Disaster Recovery

Not enough data

Not enough data

Document Management

Not enough data

Not enough data

API

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Corrective and Preventive Actions (CAPA)

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Issue Management

Not enough data

Not enough data

Communications Management

Not enough data

Not enough data

Audit Trail

Not enough data

Not enough data

IT Incident Management

Not enough data

Not enough data

Audit Management

Not enough data

Not enough data

Event Logs

Not enough data

Not enough data

Risk Analysis

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Risk Assessment

Not enough data

Not enough data

Incident Reporting

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Ticket Management

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Reminders

Not enough data

Not enough data

On Call Scheduling

Not enough data

Not enough data

Investigation Management

Not enough data

Not enough data

Maintenance Scheduling

Not enough data

Not enough data

Status Tracking

Not enough data

Not enough data

IT Service Management (ITSM) Tools[Hide 81 FeaturesShow 81 Features](javascript:void(0);)

Not enough data

8.8

769

Administration

Change Management

Not enough data

9.2(won by default)

356

|

Verified

Asset Management

Not enough data

8.8(won by default)

265

|

Verified

Reports & Analytics

Not enough data

8.9(won by default)

336

|

Verified

Knowledge Management

Not enough data

9.0(won by default)

5

Task Management

Not enough data

9.4(won by default)

9

Service Request Management

Not enough data

9.9(won by default)

21

Configuration Management

Not enough data

8.3(won by default)

6

Ticket Management

Not enough data

9.5(won by default)

33

Workflow Management

Not enough data

8.7(won by default)

23

Problem Management

Not enough data

9.6(won by default)

14

Incident Management

Not enough data

9.8(won by default)

29

Support Ticket Management

Not enough data

9.7(won by default)

5

Knowledge Base Management

Not enough data

8.7(won by default)

5

IT Asset Management

Not enough data

Not enough data

Project Management

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Release Management

Not enough data

Not enough data

Contract/License Management

Not enough data

Not enough data

Capacity Management

Not enough data

Not enough data

Availability Management

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Service Desk

Help Desk

Not enough data

9.4(won by default)

417

|

Verified

Incident Reports

Not enough data

9.3(won by default)

333

|

Verified

Process Workflow

Not enough data

9.1(won by default)

384

|

Verified

Customizable Reports

Not enough data

Not enough data

Management

Reporting

Not enough data

9.0(won by default)

334

|

Verified

Administration Console

Not enough data

8.6(won by default)

249

|

Verified

Asset Management

Not enough data

8.9(won by default)

246

|

Verified

Policy Dictation

Not enough data

8.4(won by default)

224

Access Management

Not enough data

8.8(won by default)

245

|

Verified

Real-Time Reporting

Not enough data

Not enough data

Functionality

Ticketing System

Not enough data

9.5(won by default)

440

|

Verified

Performance Logging

Not enough data

8.7(won by default)

228

Alerting

Not enough data

8.7(won by default)

236

|

Verified

Automation

Not enough data

9.1(won by default)

370

|

Verified

Agentic AI - IT Service Management (ITSM) Tools

Autonomous Task Execution

Not enough data

7.6(won by default)

56

Multi-step Planning

Not enough data

7.6(won by default)

48

Cross-system Integration

Not enough data

8.8(won by default)

144

Adaptive Learning

Not enough data

7.5(won by default)

47

Natural Language Interaction

Not enough data

7.5(won by default)

51

Proactive Assistance

Not enough data

7.3(won by default)

51

Decision Making

Not enough data

7.7(won by default)

52

Third-Party Integrations

Not enough data

8.1(won by default)

7

Resource Allocation & Planning

Not enough data

Not enough data

Multi-Language

Not enough data

Not enough data

Additional Functionality

Activity Dashboard

Not enough data

10.0(won by default)

5

Collaboration Tools

Not enough data

10.0(won by default)

6

Prioritization

Not enough data

Not enough data

Service History

Not enough data

Not enough data

Client Portal

Not enough data

Not enough data

Customizable Forms

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

API

Not enough data

Not enough data

Service Catalog

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

SSL Security

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Drag & Drop

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

Alerts/Notifications

Not enough data

Not enough data

Automated Responses

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Support Ticket Tracking

Not enough data

Not enough data

Automated Routing

Not enough data

Not enough data

Macros/Templated Responses

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Customizable Fields

Not enough data

Not enough data

Activity Tracking

Not enough data

Not enough data

Search

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Dashboard Creation

Not enough data

Not enough data

Remote Access & Monitoring

Not enough data

Not enough data

Asset Tracking

Not enough data

Not enough data

Chat/Messaging

Not enough data

Not enough data

Approval Process Control

Not enough data

Not enough data

Audit Trail

Not enough data

Not enough data

Runbook Automation[Hide 23 FeaturesShow 23 Features](javascript:void(0);)

8.3

10

Not enough data

Automation Support - Runbook Automation

Common Tool Integration

9.1(won by default)

9

Not enough data

Routine Task Automation

7.3(won by default)

8

Not enough data

Scripting Language Support

8.3(won by default)

7

Not enough data

Automated Task Notifications

8.6(won by default)

7

Not enough data

Error Management - Runbook Automation

Runbook Procedure Updates

8.6(won by default)

6

Not enough data

Recovery Options

7.6(won by default)

7

Not enough data

Error Management in Automation

7.9(won by default)

7

Not enough data

Customization - Runbook Automation

Runbook Customization

7.5(won by default)

6

Not enough data

Workflow Customization

8.3(won by default)

7

Not enough data

Incident Response Customization

8.9(won by default)

6

Not enough data

Compliance and Reporting - Runbook Automation

Security Management

8.6(won by default)

6

Not enough data

Compliance Standards Adherence

8.1(won by default)

7

Not enough data

Reporting and Auditing

8.1(won by default)

7

Not enough data

Performance - Runbook Automation

Self-Service for Non-IT Staff

8.3(won by default)

7

Not enough data

Team Collaboration Enhancement

8.8(won by default)

7

Not enough data

Load Handling Performance

8.3(won by default)

6

Not enough data

Agentic AI - Runbook Automation

Autonomous Task Execution

Not enough data

Not enough data

Multi-step Planning

Not enough data

Not enough data

Cross-system Integration

Not enough data

Not enough data

Adaptive Learning

Not enough data

Not enough data

Natural Language Interaction

Not enough data

Not enough data

Proactive Assistance

Not enough data

Not enough data

Decision Making

Not enough data

Not enough data

Workload Automation[Hide 19 FeaturesShow 19 Features](javascript:void(0);)

9.6

56

Not enough data

Automation

Scalability

9.6(won by default)

49

Not enough data

Intelligent Automation

9.5(won by default)

47

Not enough data

Workload Processing

Feature Not Available

Not enough data

Administration

Administration Console

9.8(won by default)

48

Not enough data

Workflow Management

9.6(won by default)

48

Not enough data

IT Issue Identification

9.7(won by default)

48

Not enough data

Proactive Workflow

9.6(won by default)

47

Not enough data

Error Alerts

9.6(won by default)

46

Not enough data

Service Management

9.7(won by default)

46

Not enough data

Functionality

API / Integrations

9.6(won by default)

47

Not enough data

Integrations

9.6(won by default)

47

Not enough data

Job Scheduling

9.6(won by default)

47

Not enough data

Agentic AI - Workload Automation

Autonomous Task Execution

Not enough data

Not enough data

Multi-step Planning

Not enough data

Not enough data

Cross-system Integration

Not enough data

Not enough data

Adaptive Learning

Not enough data

Not enough data

Natural Language Interaction

Not enough data

Not enough data

Proactive Assistance

Not enough data

Not enough data

Decision Making

Not enough data

Not enough data

AIOps Platforms[Hide 28 FeaturesShow 28 Features](javascript:void(0);)

9.5

59

Not enough data

Functionality

Artificial Intelligence

9.7(won by default)

36

Not enough data

Machine Learning

9.5(won by default)

34

Not enough data

Systems Monitoring

9.7(won by default)

36

Not enough data

IT Monitoring

Not enough data

Not enough data

Performance Monitoring

Not enough data

Not enough data

Issue Resolution

Root Cause Identification

9.6(won by default)

36

Not enough data

Proactive Identification

9.6(won by default)

35

Not enough data

Resolution Guidance

9.8(won by default)

38

Not enough data

Management

System Integration

9.2(won by default)

49

Not enough data

Alerting

9.6(won by default)

51

Not enough data

Reporting

9.4(won by default)

39

Not enough data

Generative AI

AI Text Generation

9.3(won by default)

5

Not enough data

AI Text Summarization

9.0(won by default)

5

Not enough data

Generative AI

Not enough data

Not enough data

Agentic AI - AIOps Platforms

Autonomous Task Execution

Not enough data

Not enough data

Multi-step Planning

Not enough data

Not enough data

Cross-system Integration

Not enough data

Not enough data

Adaptive Learning

Not enough data

Not enough data

Natural Language Interaction

Not enough data

Not enough data

Proactive Assistance

Not enough data

Not enough data

Decision Making

Not enough data

Not enough data

Additional Functionality

Root Cause Analysis

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Application Security

Not enough data

Not enough data

Reporting/Analytics

Not enough data

Not enough data

Data Aggregation

Not enough data

Not enough data

Incident Management

Not enough data

Not enough data

Alerts/Notifications

Not enough data

Not enough data

IT Alerting[Hide 8 FeaturesShow 8 Features](javascript:void(0);)

8.3

35

Not enough data

Generative AI

AI Text Generation

8.4(won by default)

30

Not enough data

Agentic AI - IT Alerting

Autonomous Task Execution

8.3(won by default)

9

Not enough data

Multi-step Planning

8.0(won by default)

9

Not enough data

Cross-system Integration

8.9(won by default)

9

Not enough data

Adaptive Learning

7.9(won by default)

8

Not enough data

Natural Language Interaction

7.9(won by default)

8

Not enough data

Proactive Assistance

8.3(won by default)

8

Not enough data

Decision Making

8.3(won by default)

8

Not enough data

ServiceNow Store Apps[Hide 6 FeaturesShow 6 Features](javascript:void(0);)

9.6

48

Not enough data

ServiceNow Apps

ServiceNow Integration

9.6(won by default)

42

Not enough data

Value

9.6(won by default)

41

Not enough data

Agentic AI - ServiceNow Store Apps

Autonomous Task Execution

Not enough data

Not enough data

Multi-step Planning

Not enough data

Not enough data

Cross-system Integration

Not enough data

Not enough data

Proactive Assistance

Not enough data

Not enough data

Service Desk[Hide 61 FeaturesShow 61 Features](javascript:void(0);)

Not enough data

8.5

424

Incident Management

Automate Ticket Routing

Not enough data

9.1(won by default)

334

Ticket Prioritization

Not enough data

9.0(won by default)

329

Ticket Notifications

Not enough data

9.1(won by default)

336

Knowledge Base

Not enough data

8.8(won by default)

322

Knowledge Base/Ticket Integration

Not enough data

8.8(won by default)

307

Real-Time Notifications

10.0(won by default)

6

Not enough data

Reporting

Dashboards

Not enough data

8.8(won by default)

331

Time Tracking

Not enough data

8.8(won by default)

292

Surveys

Not enough data

8.5(won by default)

179

Activity Tracking

Not enough data

Not enough data

Access & Usability

Mobile

Not enough data

8.0(won by default)

240

Self Service

Not enough data

8.8(won by default)

308

Active Directory

Not enough data

8.5(won by default)

263

Multi-Channel Access

Not enough data

8.8(won by default)

167

Mobile Access

Not enough data

Not enough data

Agentic AI - Service Desk

Autonomous Task Execution

Not enough data

8.2(won by default)

24

Multi-step Planning

Not enough data

8.2(won by default)

22

Cross-system Integration

Not enough data

8.7(won by default)

33

Adaptive Learning

Not enough data

8.0(won by default)

20

Natural Language Interaction

Not enough data

8.4(won by default)

18

Proactive Assistance

Not enough data

7.8(won by default)

20

Decision Making

Not enough data

7.9(won by default)

20

Third-Party Integrations

Not enough data

Not enough data

Additional Functionality

Project Management

Not enough data

Not enough data

Procurement Management

Not enough data

Not enough data

CMDB

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

IT Risk Management

Not enough data

Not enough data

Service Catalog

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Chat/Messaging

Not enough data

Not enough data

Change Management

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Email Templates

Not enough data

Not enough data

Benchmarking

Not enough data

Not enough data

Localization Automation

Not enough data

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Customer Support

Not enough data

Not enough data

Scheduled/Automated Reports

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Release & Deployment

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Contract/License Management

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Problem Management

Not enough data

Not enough data

Analytics

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Configuration Management

Not enough data

Not enough data

API

Not enough data

Not enough data

IT Asset Management

Not enough data

Not enough data

Remote Access/Control

Not enough data

Not enough data

Live Chat

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Incident Management

Not enough data

Not enough data

Asset Lifecycle Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

Show 2 feature categories with incomplete data

Configuration Management[Hide 83 FeaturesShow 83 Features](javascript:void(0);)

Not enough data

Not enough data

Additional Functionality

Widgets

Not enough data

Not enough data

Impact Management

Not enough data

Not enough data

Customizable Forms

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

License Management

Not enough data

Not enough data

Scheduled/Automated Reports

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Request Assignment

Not enough data

Not enough data

Help Desk Management

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

SSL Security

Not enough data

Not enough data

IT Asset Tracking

Not enough data

Not enough data

Knowledge Base Management

Not enough data

Not enough data

Compliance Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

Data Mapping

Not enough data

Not enough data

Client Portal

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Incident Management

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Prioritization

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Performance Monitoring

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Active Directory Integration

Not enough data

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Alerts/Notifications

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Asset Lifecycle Management

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Data Import/Export

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Drag & Drop

Not enough data

Not enough data

Activity Tracking

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Configuration Management

Not enough data

Not enough data

Problem Management

Not enough data

Not enough data

Configurable Workflow

Not enough data

Not enough data

IT Asset Management

Not enough data

Not enough data

API

Not enough data

Not enough data

Data Visualization

Not enough data

Not enough data

Change Management

Not enough data

Not enough data

Device Auto Discovery

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Contract/License Management

Not enough data

Not enough data

Relationship Mapping

Not enough data

Not enough data

Customizable Fields

Not enough data

Not enough data

Support Ticket Tracking

Not enough data

Not enough data

Vulnerability Scanning

Not enough data

Not enough data

Data Aggregation and Publishing

Not enough data

Not enough data

Cost Tracking

Not enough data

Not enough data

Template Management

Not enough data

Not enough data

Lifecycle Management

Not enough data

Not enough data

Historical Reporting

Not enough data

Not enough data

Monitoring

Not enough data

Not enough data

Configuration Automation

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Search/Filter

Not enough data

Not enough data

File Management

Not enough data

Not enough data

Status Tracking

Not enough data

Not enough data

Patch Management

Not enough data

Not enough data

Document Management

Not enough data

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Version Control

Not enough data

Not enough data

Task Progress Tracking

Not enough data

Not enough data

IT Cost Management

Not enough data

Not enough data

Archiving & Retention

Not enough data

Not enough data

Scheduling

Not enough data

Not enough data

Reporting/Analytics

Not enough data

Not enough data

User Management

Not enough data

Not enough data

Policy Management

Not enough data

Not enough data

Real-Time Analytics

Not enough data

Not enough data

Role-Based Permissions

Not enough data

Not enough data

Rules-Based Workflow

Not enough data

Not enough data

Audit Trail

Not enough data

Not enough data

Business Process Automation

Not enough data

Not enough data

Sarbanes-Oxley Compliance

Not enough data

Not enough data

Task Scheduling

Not enough data

Not enough data

AI SRE Tools[Hide 16 FeaturesShow 16 Features](javascript:void(0);)

Not enough data

Not enough data

Reliability Objectives & Service Operations - AI SRE Tools

Intelligent On-Call Workflows

Not enough data

Not enough data

Error Budget Tracking

Not enough data

Not enough data

SLI & SLO Management

Not enough data

Not enough data

Service Health Modeling & Reporting

Not enough data

Not enough data

AI Detection & Signal Quality - AI SRE Tools

Cross-Telemetry Correlation

Not enough data

Not enough data

Alert Correlation & Noise Reduction

Not enough data

Not enough data

Change-Aware Detection

Not enough data

Not enough data

Adaptive Anomaly Detection

Not enough data

Not enough data

Investigation & Root Cause Analysis - AI SRE Tools

Live Debugging in Production

Not enough data

Not enough data

Guided Incident Investigation

Not enough data

Not enough data

AI Root Cause Analysis

Not enough data

Not enough data

Runtime-Verified Root Cause Analysis

Not enough data

Not enough data

Automation & Platform Controls - AI SRE Tools

Automated Runbook & Workflow Execution

Not enough data

Not enough data

Human-in-the-Loop Remediation

Not enough data

Not enough data

Integration, APIs & Secure Access Controls

Not enough data

Not enough data

AI-Assisted Code Fix Generation

Not enough data

Not enough data

User Insights

Reviewers' Company Size

[![PagerDuty](https://images.g2crowd.com/uploads/product/hd_favicon/d1d426a36640ab716bab27171994b964/pagerduty.svg "PagerDuty")](https://www.g2.com/products/pagerduty/reviews)

PagerDuty

Small-Business(50 or fewer emp.)

19.2%

Mid-Market(51-1000 emp.)

43.3%

Enterprise(\> 1000 emp.)

37.4%

[![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management")](https://www.g2.com/products/servicenow-it-service-management/reviews)

ServiceNow IT Service Management

Small-Business(50 or fewer emp.)

5.9%

Mid-Market(51-1000 emp.)

21.3%

Enterprise(\> 1000 emp.)

72.8%

Small-Business

(50 or fewer emp.)

19.2%

5.9%

Mid-Market

(51-1000 emp.)

43.3%

21.3%

Enterprise

(\> 1000 emp.)

37.4%

72.8%

Reviewers' Industry

[![PagerDuty](https://images.g2crowd.com/uploads/product/hd_favicon/d1d426a36640ab716bab27171994b964/pagerduty.svg "PagerDuty")](https://www.g2.com/products/pagerduty/reviews)
PagerDuty

Information Technology and Services

22.9%

Computer Software

21.2%

Financial Services

5.7%

Internet

5.2%

Retail

3.5%

Other

41.5%

[![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management")](https://www.g2.com/products/servicenow-it-service-management/reviews)
ServiceNow IT Service Management

Information Technology and Services

24.1%

Hospital & Health Care

7.2%

Computer Software

6.8%

Financial Services

5.9%

Computer & Network Security

3.6%

Other

52.5%

FAQs

## PagerDuty vs ServiceNow IT Service... FAQs

Generated using AI

Last updated: August 14, 2026

### What is the difference between PagerDuty vs ServiceNow IT Service...?

PagerDuty and ServiceNow IT Service Management differ most clearly in their primary strengths: PagerDuty is favored for real-time alerting and incident response, while ServiceNow IT Service Management is recognized for its comprehensive service management and workflow automation.

| [PagerDuty](https://www.g2.com/products/pagerduty/reviews) | [ServiceNow IT Service...](https://www.g2.com/products/servicenow-it-service-management/reviews) |
| --- | --- |
| G2 Rating (reviews) | G2 Rating (reviews) |
| 4.5/5 (972 reviews) | 4.5/5 (1953 reviews) |
| Largest Segment | Largest Segment |
| Mid-Market | Enterprise |
| Ease of Setup score | Ease of Setup score |
| 8.2 | 8.2 |
| Quality of Support score | Quality of Support score |
| 8.9 | 8.6 |
| Top Reviewer-Cited Strength | Top Reviewer-Cited Strength |
| Reliable alerting and incident response | Comprehensive service management and workflow automation |

### How do the pricing models of PagerDuty and ServiceNow IT Service... compare?

PagerDuty and ServiceNow IT Service Management are rated at parity for value, with both products scoring similarly on price satisfaction in recent reviews.

- **PagerDuty:** In recent reviews, many buyers cite concerns about PagerDuty's pricing increasing as teams scale, with advanced features often locked behind higher tiers.
- **ServiceNow IT Service Management:** Reviewers describe ServiceNow IT Service Management as expensive, especially for smaller organizations, but justify the cost with its automation and workflow capabilities.
- **Switching reasons:** Reviewers switching to ServiceNow IT Service Management often cite the need for more comprehensive ITSM features and workflow automation, while those moving to PagerDuty highlight the need for faster, more reliable incident alerting.

### What are the best alternatives to PagerDuty and ServiceNow IT Service...?

The top three alternatives to PagerDuty and ServiceNow IT Service Management are Freshservice, Dynatrace, and SolarWinds IT Incident Response.

| Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength |
| --- | --- | --- | --- | --- |
| [PagerDuty](https://www.g2.com/products/pagerduty/reviews) | 4.5/5 (972 reviews) | Mid-Market | Pricing can increase quickly for larger teams; advanced features often require higher tiers | Reliable alerting and incident response |
| [ServiceNow IT Service...](https://www.g2.com/products/servicenow-it-service-management/reviews) | 4.5/5 (1953 reviews) | Enterprise | Expensive for smaller organizations, but automation and workflow justify cost for large enterprises | Comprehensive service management and workflow automation |
| [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5 (1351 reviews) | Mid-Market | — | Modern ITSM platform with strong automation and ease of use |
| [Dynatrace](https://www.g2.com/products/dynatrace/reviews) | 4.5/5 (1366 reviews) | Enterprise | — | Advanced monitoring and AI-driven incident detection |
| [SolarWinds IT Incident...](https://www.g2.com/products/solarwinds-it-incident-response-squadcast/reviews) | 4.4/5 (310 reviews) | Mid-Market | — | Incident response and alerting for IT operations |

### Which Incident Management features should I prioritize when comparing PagerDuty and ServiceNow IT Service...?

Buyers comparing PagerDuty and ServiceNow IT Service Management should prioritize alerting and escalation, workflow automation, integrations, reporting and analytics, and service management capabilities.

- **Alerting and escalation:** PagerDuty is frequently cited for reliable alerting and escalation, with 88 all-time mentions for Slack integration and 25 for Jira integration.
- **Workflow automation:** ServiceNow IT Service Management is highlighted for workflow automation, with 97 all-time mentions for features and 52 for collaboration.
- **Integrations:** PagerDuty is noted for integrations with Slack (88 mentions), Jira (25), and Datadog (15); ServiceNow IT Service Management is cited for Jira integration (22 mentions).
- **Reporting and analytics:** ServiceNow IT Service Management is praised for reporting and dashboards, with 168 all-time mentions for ease of use and 97 for features.
- **Service management:** ServiceNow IT Service Management is recognized for comprehensive service management, with 168 all-time mentions for ease of use and 30 for team collaboration.

### What are the pros and cons of PagerDuty vs ServiceNow IT Service...?

PagerDuty's headline strength is real-time alerting and incident response, while ServiceNow IT Service Management excels in comprehensive service management and workflow automation.

- **PagerDuty strengths:** Reliable alerting and escalation, robust on-call scheduling, strong integrations with Slack (88 mentions), Jira (25), and Datadog (15), and automation features that reduce response times.
- **PagerDuty trade-offs:** Pricing can increase quickly for larger teams, advanced features often require higher-tier plans, and initial setup can be complex for larger organizations.
- **ServiceNow IT Service Management strengths:** Comprehensive service management, workflow automation (97 mentions for features), strong reporting and dashboards (168 mentions for ease of use), and broad collaboration capabilities (52 mentions for collaboration).
- **ServiceNow IT Service Management trade-offs:** Expensive for smaller organizations, complex setup and customization, and a steep learning curve for new users.

### Is PagerDuty or ServiceNow IT Service... better for small businesses?

Freshservice is the better fit for small businesses, as indicated by its largest segment and reviewer sentiment, while PagerDuty and ServiceNow IT Service Management primarily serve mid-market and enterprise segments.

- **PagerDuty:** Largest segment is Mid-Market; reviewers note that pricing can be high for small teams and advanced features are often locked behind higher tiers.
- **ServiceNow IT Service Management:** Largest segment is Enterprise; reviewers describe it as expensive and complex for smaller organizations, with most value realized in large-scale deployments.

### Which Incident Management platform has better integrations?

PagerDuty is favored for integrations, with reviewers citing a broader range of third-party integrations and higher all-time mention counts.

- **PagerDuty:** 88 all-time G2 reviews mention Slack integration, 25 mention Jira, and 15 mention Datadog, highlighting strong connectivity with monitoring and collaboration tools.
- **ServiceNow IT Service Management:** 22 all-time G2 reviews mention Jira integration, with additional qualitative mentions of integrations with other enterprise applications.

### How do PagerDuty and ServiceNow IT Service... compare on customer support?

PagerDuty and ServiceNow IT Service Management are rated at near-parity for Quality of Support, with PagerDuty at 8.9 and ServiceNow IT Service Management at 8.6, a difference below the materiality threshold.

- **PagerDuty:** Reviewers consistently cite responsive support and helpful onboarding, with several noting priority support for urgent incidents.
- **ServiceNow IT Service Management:** Reviewers describe support as reliable and knowledgeable, with positive experiences in resolving complex issues and onboarding large teams.

### Which is easier to implement, PagerDuty or ServiceNow IT Service...?

PagerDuty and ServiceNow IT Service Management score equally on Ease of Setup at 8.2, indicating parity in implementation experience.

- **PagerDuty:** Reviewers describe the initial setup as straightforward for basic use cases, but note that configuring advanced features and integrations can be complex for larger organizations.
- **ServiceNow IT Service Management:** Reviewers report that setup is easy for standard workflows, but advanced customization and integration require specialized expertise and can extend implementation time.

### Which product has better Service Management?

ServiceNow IT Service Management is the stronger product for Service Management, as reflected in reviewer sentiment and all-time mention counts.

- **PagerDuty:** Service Management is not a primary focus, with reviewers emphasizing incident alerting and escalation capabilities.
- **ServiceNow IT Service Management:** Service Management is the most frequently mentioned feature, with 168 all-time mentions for ease of use, 97 for features, and 52 for collaboration, highlighting its comprehensive service management capabilities.

Alternatives

**PagerDuty Alternatives**

 ![Dynatrace](https://images.g2crowd.com/uploads/product/hd_favicon/1512659484/dynatrace.svg "Dynatrace")

[
Dynatrace
](/products/dynatrace/reviews)

 ![Better Stack](https://images.g2crowd.com/uploads/product/hd_favicon/7f9686ffb53943dec7d85971f2a1c373/better-stack.svg "Better Stack")

[
Better Stack
](/products/better-stack/reviews)

 ![SolarWinds IT Incident Response (Squadcast)](https://images.g2crowd.com/uploads/product/hd_favicon/af917f02e5d5dda08cf58d16d36f6a8d/solarwinds-it-incident-response-squadcast.svg "SolarWinds IT Incident Response (Squadcast)")

[
SolarWinds IT Incident...
](/products/solarwinds-it-incident-response-squadcast/reviews)

 ![incident.io](https://images.g2crowd.com/uploads/product/hd_favicon/d53f02e23521ae1a3827b3b671dfcc7c/incident-io.svg "incident.io")

[
incident.io
](/products/incident-io/reviews)

**ServiceNow IT Service Management Alternatives**

 ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice")

[
Freshservice
](/products/freshservice/reviews)

 ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management")

[
Jira Service Management
](/products/jira-service-management/reviews)

 ![SolarWinds Service Desk](https://images.g2crowd.com/uploads/product/hd_favicon/af917f02e5d5dda08cf58d16d36f6a8d/solarwinds-service-desk.svg "SolarWinds Service Desk")

[
SolarWinds Service Desk
](/products/solarwinds-service-desk/reviews)

 ![ManageEngine ServiceDesk Plus](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_37c6d8c3327b87e6ede50091d70592c3/manageengine-servicedesk-plus.jpg "ManageEngine ServiceDesk Plus")

[
ManageEngine
](/products/manageengine-servicedesk-plus/reviews)