HEAD TO HEAD · RATED SEPTEMBER 2026
Last reviewed 27 September 2026 · Service Desk Compare reviewers
monday service wins on the business-teams weights; ServiceDesk Plus is the stronger pick where pricing transparency matter most.
Totals and ranks on this page use the business-teams weights (five criteria at 20% each; ITIL and CMDB shown for information only). For ITIL and CMDB weighted scores, see the full ITSM ranking.
monday service
8.3 / 10
Rank 1= of 9 on the business-teams ranking
Full ITSM ranking: rank 7= at 7.0
$31 per seat per month (Standard, annual; 3-seat minimum)
Read the monday service reviewServiceDesk Plus
7.1 / 10
Rank 6= of 9 on the business-teams ranking
Full ITSM ranking: rank 4 at 7.4
Free for 2 technicians; Standard from $13 per technician per month
Read the ManageEngine ServiceDesk Plus reviewScroll for more
| Criterion | Weight | monday service | ServiceDesk Plus | Higher score |
|---|---|---|---|---|
ITIL practice coverageWhy these scoresmonday service: Request intake, incident handling, SLA monitoring and a knowledge base are documented; problem and change management are not documented on the pages we read. ServiceDesk Plus: 14 ITIL-certified and 14 PinkVERIFY-certified practices; full change, release and problem management need Enterprise or paid add-ons. | Info only | 4 | 9 | ServiceDesk Plus |
Automation and AI assistanceWhy these scoresmonday service: Named IT agents (IT Help, Device, Access) plus triage, knowledge and SLA monitoring agents, and AI Ticket Triage on every plan including Standard. ServiceDesk Plus: Zia, predictive triage and routing, and ChatGPT and Copilot integrations, with fewer autonomous resolution claims than peers. | 20% | 9 | 6.5 | monday service |
Time to valueWhy these scoresmonday service: Published plans from three seats, a 14-day trial and board-based setup that does not require an ITIL process design up front. ServiceDesk Plus: A free edition for two technicians, but edition, add-on and cloud or on-premises choices add planning time. | 20% | 8.5 | 6.5 | monday service |
Configuration management (CMDB)Why these scoresmonday service: No CMDB or IT asset management is documented on the pages we read, the lowest score in this set. ServiceDesk Plus: CMDB is included in Enterprise and sold as a $1,195 annual add-on on Professional. | Info only | 2 | 8 | ServiceDesk Plus |
Usability for non-IT requestersWhy these scoresmonday service: A customer portal on every plan (10 users on Standard, 100 on Pro, unlimited on Enterprise) and intake through email and WorkForms. ServiceDesk Plus: A service catalog out of the box and the Zia virtual agent, with fewer requester channels documented than peers. | 20% | 8.5 | 6.5 | monday service |
IntegrationsWhy these scoresmonday service: PagerDuty, Active Directory, Jira, Slack and Teams are named, plus '200+ more via API, MCP & native connectors'. ServiceDesk Plus: Deep native integration with the wider ManageEngine product range. | 20% | 7.5 | 7 | monday service |
Pricing transparencyWhy these scoresmonday service: Standard and Pro are priced publicly; Enterprise is quoted and portal user caps vary by plan. ServiceDesk Plus: Edition prices and add-on prices are published for both cloud and on-premises. | 20% | 8 | 9 | ServiceDesk Plus |
monday service scores higher on 4 criteria, ServiceDesk Plus on 1, and 0 are tied among the five scored criteria.
| Plan | Price | What changes |
|---|---|---|
| Standard | $31 per seat/month | Billed annually, 3-seat minimum. AI Ticket Triage for 1 ticket board; ticket intake via email and WorkForms; customer portal for up to 10 users; unlimited tickets. |
| Pro | $45 per seat/month | Billed annually. AI Ticket Triage for 3 boards; portal for up to 100 users; dynamic auto-responses for any channel. |
| Enterprise | Not published (contact sales) | AI Ticket Triage for unlimited boards; unlimited portal users; 250K automation and integration actions per month; HIPAA compliance. |
| Trial | 14 days |
Source: monday service pricing
| Plan | Price | What changes |
|---|---|---|
| Free | $0 | 2 technicians, 250 IT assets, Standard edition. |
| Standard | From $13 per technician/month | Help desk, service catalog. Problem, project and change/release management are add-ons at $1,195 a year each. |
| Professional | From $27 per technician/month | Adds IT asset management. CMDB add-on $1,195 a year. |
| Enterprise | From $67 per technician/month | Help desk, asset, change, release, problem, projects and CMDB included. No limit on the number of end users. |
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| Stage | Status | Note |
|---|---|---|
| 01 Logged | Documented | Intake through email, WorkForms and the portal Source |
| 02 Categorised | Documented | Automatic categorization and summarization of cross-channel requests Source |
| 03 Routed | Documented | Skill-based and load-balanced routing Source |
| 04 Resolved | Documented | Intake & Triage Agent auto-resolves common requests Source |
| 05 Closed | Not documented | |
| 06 Reviewed | Documented | Knowledge Agent flags stale articles and learns from resolved tickets Source |
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| Stage | Status | Note |
|---|---|---|
| 01 Logged | Partial | Zia virtual support agent; intake channels not detailed on the page read Source |
| 02 Categorised | Documented | Predictive intelligence for ticket triage Source |
| 03 Routed | Documented | Predictive routing and assignment Source |
| 04 Resolved | Partial | Zia virtual agent and generated replies; no autonomous resolution claim Source |
| 05 Closed | Not documented | |
| 06 Reviewed | Documented | Problem management (Enterprise or add-on) Source |
What each vendor's public pages document for each stage, as read on 27 Sep 2026. 'Not documented' means we did not find it on the pages we read, not that the product cannot do it.
Choose monday service if automation and AI assistance and time to value matter most to your team. It scores 9 and 8.5 there, against ServiceDesk Plus's 6.5 and 6.5. Named IT agents (IT Help, Device, Access) plus triage, knowledge and SLA monitoring agents, and AI Ticket Triage on every plan including Standard. We list it as best for: mid-size IT teams that want AI triage and agents on every plan and serve requesters outside IT. Read the monday service review
Choose ServiceDesk Plus if pricing transparency matters most to your team. It scores 9 there against monday service's 8. Edition prices and add-on prices are published for both cloud and on-premises. We list it as best for: teams that need on-premises or cloud with the same edition pricing. Read the ManageEngine ServiceDesk Plus review
On the business-teams weights, monday service scores 8.3 and ServiceDesk Plus 7.1 out of 10, ranking 1= and 6= of 9 on the business-teams ranking. monday service leads on 4 criteria and ServiceDesk Plus on 1.
monday service lists $31 per seat per month (Standard, annual; 3-seat minimum); ServiceDesk Plus lists Free for 2 technicians; Standard from $13 per technician per month. Pricing units differ (per agent, per seat or per technician), so compare the plan that includes the practices you need. On pricing transparency monday service scores 8 and ServiceDesk Plus 9. The calculator prices both for your agent count.
On ITIL practice coverage monday service scores 4 and ServiceDesk Plus 9; on configuration management (CMDB) monday service scores 2 and ServiceDesk Plus 8. CMDB is included in Enterprise and sold as a $1,195 annual add-on on Professional.