# Incident management and on-call for enterprise buyers: what AI models recommend, September 2026

IT AI Recommendation Index, September 2026 Edition. Asked as "incident management platform" and as "on-call scheduling and alerting tool", six framings each, to twelve models with search on, on behalf of an enterprise B2B company. Page: https://it-ai-index.com/operations/incident-management-and-on-call/enterprise/

**Standing:** PagerDuty leads with 50% of first choices; verdict clear leader. 42 first choices across the direct, paraphrase, budget and scale prompts.

## First-choice share

| # | Product | Share | Negative rate | Labels |
|---|---|---|---|---|
| 1 | PagerDuty | 50% | 25% | 64 |
| 2 | incident.io | 17% | 15% | 41 |
| 3 | Rootly | 10% | 10% | 41 |
| 4 | ServiceNow ITSM | 5% | 22% | 18 |
| 5 | xMatters | 2% | 0% | 13 |
| 6 | ServiceNow | 2% | 26% | 19 |
| 7 | Jira Service Management | 0% | 12% | 24 |
| 8 | Splunk On-Call | 0% | 24% | 21 |
| 9 | FireHydrant | 0% | 20% | 15 |
| 10 | Opsgenie | 0% | 68% | 37 |

## Each model's first choice on the direct prompt

- Claude Haiku 4.5: Rootly; alternatives Jira Service Management, PagerDuty, ServiceNow
- GPT-5.4 mini: PagerDuty; alternatives ServiceNow ITSM, xMatters
- Gemini 3.5 Flash: incident.io; alternatives PagerDuty, Rootly
- Perplexity Sonar: ServiceNow ITSM; alternatives PagerDuty, Rootly
- Grok 4.1 Fast: PagerDuty; alternatives Rootly, ServiceNow ITSM, incident.io
- Mistral Small: PagerDuty; alternatives Jeli, Rootly
- DeepSeek V4 Flash: incident.io; alternatives PagerDuty, Rootly, ServiceNow ITSM
- Llama 4 Maverick: PagerDuty, Rootly
- Qwen 3.7 Flash: PagerDuty; alternatives FireHydrant, Grafana IRM, Opsgenie, Splunk On-Call
- Kimi K2: PagerDuty; alternatives Rootly, ServiceNow ITSM
- GLM 4.7 FlashX: Zenduty; alternatives PagerDuty, incident.io
- MiniMax M2.5: PagerDuty; alternatives Jira Service Management, Rootly, ServiceNow

## Sources the answers cite

66 of 72 answers came back with a source list, from 12 of 12 models. Sites named in the most answers:

- rootly.com: 41 answers, 115 citations
- incident.io: 39 answers, 109 citations
- xurrent.com: 29 answers, 33 citations
- augmentcode.com: 26 answers, 26 citations
- hyperping.com: 25 answers, 31 citations
- pagerduty.com: 24 answers, 39 citations
- complyjet.com: 20 answers, 20 citations
- monday.com: 17 answers, 17 citations

Pages named in the most answers:

- https://augmentcode.com/tools/best-incident-management-software (26 answers)
- https://xurrent.com/blog/top-incident-management-software (24 answers)
- https://rootly.com/blog/15-best-incident-response-software-platforms-for-modern-engineering-teams-2026 (21 answers)
- https://rootly.com/sre/enterprise-incident-management-top-platforms-compared (21 answers)
- https://complyjet.com/blog/best-incident-management-software (20 answers)
- https://hyperping.com/blog/best-incident-management-tools (17 answers)
- https://monday.com/blog/service/incident-management-software (17 answers)
- https://incident.io/blog/incident-management-tools-for-enterprise (16 answers)
- https://rootly.com/sre/enterprise-incident-management-solutions-2026-top-10-tools (14 answers)
- https://expertinsights.com/it-management/the-top-incident-management-software (13 answers)

## Warned against

- Opsgenie: 25 of 37 labels negative. "Opsgenie: it is explicitly described as reaching end-of-life in April 2027, which makes it a risky long-term bet for a large enterprise." (Perplexity Sonar, negative prompt)
- PagerDuty: 16 of 64 labels negative. "Platforms to Avoid If You Want Predictable Costs ... PagerDuty is notorious for unpredictable billing." (Gemini 3.5 Flash, budget prompt)
- ServiceNow: 5 of 19 labels negative. "legacy installations of ServiceNow, BMC Helix, or traditional ticketing suites... Why to avoid this approach... avoid using it as your primary alerting and real-time response interface" (Gemini 3.5 Flash, negative prompt)
- incident.io: 6 of 41 labels negative. "one source says incident.io isn’t suitable for enterprises needing ITSM depth or advanced SRE automation" (Perplexity Sonar, negative prompt)

## Record

- Method: https://it-ai-index.com/methodology/
- Raw judge labels and full responses: https://it-ai-index.com/data/
- License: CC BY 4.0. Cite as IT AI Recommendation Index, September 2026 Edition, it-ai-index.com.