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Customer Support · head to head

Jira Service Management vs PagerDuty

Jira Service Management logo

Jira Service Management

Customer Support

High-velocity service management

From
Free
Rated
-
Full reviewWebsite
PagerDuty logo

PagerDuty

Technology

Real-time operations for real-time business

From
$21/month
Rated
-
Full reviewWebsite

The short version

  • Only Jira Service Management has a free tier, so it costs nothing to try first.
  • Each has a real cost: Jira Service Management the vendor's own pricing page as captured by the Internet Archive on 28 December 2021 named four tiers, Free, Standard, Premium, and Enterprise; the Free tier caps at 3 agents per site with one site, five major incidents per month, and unlimited alerts capped at 100 emails and 200 SMS per day, while Standard, Premium, and Enterprise each cap at 5,000 agents per site, with Enterprise adding unlimited sites and requiring a Confluence subscription for some features; per-figure dollar pricing was not shown on this capture, only per-agent pricing structure; PagerDuty aIOps, status pages, and live call routing are expensive add-ons not included in base plans, significantly increasing total cost
  • They diverge on capability: Jira Service Management covers Incident management, PagerDuty covers Incident response.

Where they differ

Only the attributes on which Jira Service Management and PagerDuty actually diverge.

Attributes where Jira Service Management and PagerDuty differ
AttributeJira Service ManagementPagerDuty
Starting priceFree$21/month
Pricing modelsubscriptionUnknown
Free tierYesNo
PlatformsWeb, Ios, AndroidWeb, Ios, Android, Api
CategoryCustomer SupportTechnology
Founded20022009

Identical on both: user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Jira Service Management

  • Incident management
  • Change management
  • Problem management
  • Asset management
  • Knowledge management
  • SLAs
  • Jira Software
  • Confluence

Only in PagerDuty

  • Incident response
  • On-call management
  • Alert grouping
  • Escalation policies
  • Mobile incident management
  • Postmortems
  • Status pages
  • Event intelligence

Both cover

  • Slack
  • SOC2
  • GDPR
  • ISO27001

What people use each for

The jobs each tool is most often brought in to do.

Jira Service Management

  • IT service managementnot PagerDuty
  • Incident responsenot PagerDuty
  • Change managementnot PagerDuty
  • Asset trackingnot PagerDuty

PagerDuty

  • Incident managementnot Jira Service Management
  • On-call schedulingnot Jira Service Management
  • Real-time alertingnot Jira Service Management
  • Service reliabilitynot Jira Service Management
  • Digital operationsnot Jira Service Management

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Jira Service Management

  • The vendor's own pricing page as captured by the Internet Archive on 28 December 2021 named four tiers, Free, Standard, Premium, and Enterprise; the Free tier caps at 3 agents per site with one site, five major incidents per month, and unlimited alerts capped at 100 emails and 200 SMS per day, while Standard, Premium, and Enterprise each cap at 5,000 agents per site, with Enterprise adding unlimited sites and requiring a Confluence subscription for some features; per-figure dollar pricing was not shown on this capture, only per-agent pricing structure

PagerDuty

  • AIOps, status pages, and live call routing are expensive add-ons not included in base plans, significantly increasing total cost
  • Complex escalation policies require workarounds for scheduling patterns beyond basic weekly rotations
  • 5-user minimum requirement forces costs even for small teams, with forced Business tier upgrades adding $12,000+ annually for larger teams

Pricing, plan by plan

Jira Service Management

Free
  • FreeFree
    • 3 agents
    • Ticket management
    • Knowledge base
  • Standard$20/month
    • Unlimited customers
    • 250 agents
    • 20 GB storage
  • Premium$45/month
    • Advanced incident management
    • Asset management
    • Change management
  • Enterprise$undefined/month
    • Unlimited sites
    • 24/7 support
    • Data residency

PagerDuty

$21/month

No published plan breakdown. See the PagerDuty review.

Which should you pick?

Choose Jira Service Management if

  • You need incident management.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want change management.
Jira Service Management review

Choose PagerDuty if

  • You need incident response.
  • You work on Web, Ios, Android, Api.
  • You also want on-call management.
PagerDuty review

Questions people ask

Is Jira Service Management or PagerDuty better?
Neither clearly leads. Jira Service Management starts at Free and PagerDuty at $21/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Jira Service Management or PagerDuty?
Jira Service Management has a free tier; the other does not. Paid plans start at Free for Jira Service Management and $21/month for PagerDuty.
Does Jira Service Management or PagerDuty run on more platforms?
Jira Service Management runs on Web, Ios, Android. PagerDuty runs on Web, Ios, Android, Api.
Can I use Jira Service Management for free?
Yes. Jira Service Management has a free tier, so you can try it without paying. PagerDuty starts at $21/month.
What is Jira Service Management best used for?
Jira Service Management is most often used for it service management, incident response, change management, asset tracking. Of those, it service management and incident response are not what PagerDuty is typically brought in for.
What can Jira Service Management do that PagerDuty cannot?
Jira Service Management covers Incident management, Change management, Problem management, Asset management. PagerDuty covers Incident response, On-call management, Alert grouping, Escalation policies. Both handle Slack, SOC2, GDPR, ISO27001.

Answered from the vendors’ own pages

PagerDuty: What is the minimum cost to use PagerDuty?

PagerDuty requires a minimum of 5 users per account. The Professional plan starts at $21 per user per month ($105/month minimum), with annual billing providing 16% discount.

Source
PagerDuty: What integrations does PagerDuty support?

PagerDuty integrates with 750+ monitoring, ticketing, and collaboration tools including Datadog, Slack, Jira, ServiceNow, New Relic, and Nagios.

Source
PagerDuty: How much does AIOps cost in PagerDuty?

AIOps Intelligence is sold separately as an add-on starting at $699 per month, and is not included in any of the base plans.

Source
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