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

Gane Index, October 2026 Edition. Asked as "incident management platform" and as "on-call scheduling and alerting tool", six framings each, to fourteen models with search on, on behalf of an enterprise B2B company. Page: https://www.gane.ai/index/it/operations/incident-management-and-on-call/2026-10/enterprise

This is the permanent record of the October 2026 Edition, published October 1, 2026 and superseded since. The current standing: https://www.gane.ai/index/it/operations/incident-management-and-on-call/enterprise/index.md

**Standing:** PagerDuty leads with 57% of first choices; verdict clear leader. 51 first choices across the direct, paraphrase, budget and scale prompts.

## First-choice share

| Rank | Product | Share | Negative rate | Labels |
|---|---|---|---|---|
| 1 | [PagerDuty](https://www.gane.ai/index/it/vendors/pagerduty/index.md) | 57% | 25% | 75 |
| 2 | [incident.io](https://www.gane.ai/index/it/vendors/incident-io/index.md) | 18% | 13% | 55 |
| 3 | [ServiceNow ITSM](https://www.gane.ai/index/it/vendors/servicenow-itsm/index.md) | 8% | 27% | 45 |
| 4 | [Jira Service Management](https://www.gane.ai/index/it/vendors/jira-service-management/index.md) | 8% | 29% | 35 |
| 5 | [Opsgenie](https://www.gane.ai/index/it/vendors/opsgenie/index.md) | 4% | 70% | 46 |
| 6 | [Splunk On-Call](https://www.gane.ai/index/it/vendors/splunk-on-call/index.md) | 2% | 23% | 22 |
| 9 | [Rootly](https://www.gane.ai/index/it/vendors/rootly/index.md) | 0% | 14% | 37 |
| 10 | [xMatters](https://www.gane.ai/index/it/vendors/xmatters/index.md) | 0% | 11% | 19 |
| 11 | [FireHydrant](https://www.gane.ai/index/it/vendors/firehydrant/index.md) | 0% | 7% | 15 |

Rank is by share of first choices among all 43 products named; products with the same share are tied, and the order among them carries no meaning. The table lists those with at least 10 labels.

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

- Claude Haiku 4.5: no first choice
- GPT-5.4 mini: PagerDuty; alternatives ServiceNow ITSM, xMatters
- Gemini 3.5 Flash: PagerDuty, incident.io; alternatives Jira Service Management, Rootly
- Perplexity Sonar: ServiceNow ITSM; alternatives PagerDuty, Rootly, incident.io
- Grok 4.20: PagerDuty; alternatives ServiceNow ITSM
- Mistral Small: PagerDuty; alternatives ServiceNow ITSM, incident.io
- DeepSeek V4 Flash: PagerDuty; alternatives FireHydrant, ServiceNow ITSM, incident.io
- Llama 4 Maverick: PagerDuty
- Qwen 3.7 Flash: PagerDuty, ServiceNow ITSM; alternatives Jira Service Management, Opsgenie
- Kimi K2: PagerDuty; alternatives ServiceNow ITSM, incident.io
- GLM 4.7 FlashX: PagerDuty; alternatives Jira Service Management, Rootly, ServiceNow ITSM, incident.io
- MiniMax M2.5: PagerDuty, ServiceNow ITSM; alternatives Rootly
- GPT-6 Luna: incident.io; alternatives PagerDuty, Rootly
- Muse Glimmer 30B: PagerDuty; alternatives Jira Service Management Operations

## Sources the answers cite

76 of 84 answers came back with a source list, from 14 of 14 models. Sites named in the most answers:

- incident.io: 50 answers, 142 citations
- rootly.com: 48 answers, 76 citations
- motadata.com: 41 answers, 44 citations
- pagerduty.com: 34 answers, 50 citations
- expertinsights.com: 29 answers, 29 citations
- guideflow.com: 23 answers, 32 citations
- blog.invgate.com: 23 answers, 28 citations
- dnsstuff.com: 23 answers, 23 citations

Pages named in the most answers:

- https://motadata.com/blog/incident-management-tools (40 answers)
- https://expertinsights.com/it-management/the-top-incident-management-software (29 answers)
- https://dnsstuff.com/incident-management-software (23 answers)
- https://complyjet.com/blog/best-incident-management-software (20 answers)
- https://augmentcode.com/tools/best-incident-management-software (19 answers)
- https://incident.io/blog/incident-management-tools-for-enterprise (19 answers)
- https://blog.invgate.com/incident-management-software (18 answers)
- https://kayako.com/blog/incident-management-software (17 answers)
- https://cio.economictimes.indiatimes.com/tools/top-incident-management-tools/126096028 (15 answers)
- https://guideflow.com/blog/incident-management-software (14 answers)

## Warned against

- Opsgenie: 32 of 46 labels negative. "Opsgenie is no longer sold to new customers; ... evaluate the current JSM offering rather than treating Opsgenie as a new standalone option." (GPT-6 Luna, comparative prompt)
- PagerDuty: 19 of 75 labels negative. "The caveat repeatedly noted is the add-on model: base price plus on-call, AIOps/Advance AI, status pages and professional services, which makes the final TCO opaque until you get a quote." (Muse Glimmer 30B, budget prompt)
- Jira Service Management: 10 of 35 labels negative. "JSM is fundamentally a ticketing system with basic alerting capabilities bolted on. It's not built for the demands of modern incident management." (Claude Haiku 4.5, negative prompt)
- ServiceNow ITSM: 12 of 45 labels negative. "Avoid ServiceNow for predictable pricing" (GLM 4.7 FlashX, budget prompt)

## Movement since September 2026

Floor: 11 points of share, measured on the calibration repeat.
Same leader: PagerDuty at 59%.

- Rootly: 10% to 0%, −10. Inside the floor by 1 point · rank 3 → 8 of 39.
- PagerDuty: 50% to 59%, +9. Inside the floor by 2 points · rank 1 of 39, unchanged.
- Jira Service Management: 0% to 7%, +7. Inside the floor by 4 points · rank 10 → 4 of 39.
- Opsgenie: 0% to 5%, +5. Inside the floor by 6 points · rank 50 → 5 of 39.
- ServiceNow ITSM: 7% to 9%, +2. Inside the floor by 9 points · rank 4 → 3 of 39.
- Splunk On-Call: 0% to 2%, +2. Inside the floor by 9 points · rank 11 → 6 of 39.
- xMatters: 2% to 0%, −2. Inside the floor by 9 points · rank 6 → 9 of 39.
- incident.io: 17% to 16%, −1. Inside the floor by 10 points · rank 2 of 39, unchanged.
- FireHydrant: 0% to 0%, ±0. Inside the floor by 11 points · rank 12 → 10 of 39.

## Record

- Method: https://www.gane.ai/index/it/methodology
- License: CC BY 4.0. Cite as Gane Index, October 2026 Edition, www.gane.ai/index/it.