HEAD TO HEAD · RATED SEPTEMBER 2026
Last reviewed 27 September 2026 · Service Desk Compare reviewers
monday service wins on the business-teams weights and scores at least as high on every criterion.
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 reviewSysAid
7.1 / 10
Rank 6= of 9 on the business-teams ranking
Full ITSM ranking: rank 6 at 7.1
$89 per agent per month (Professional)
Read the SysAid reviewScroll for more
| Criterion | Weight | monday service | SysAid | 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. SysAid: Request, incident, change and problem management on both plans; no ITIL or PinkVERIFY certification claim on the pages we read. | Info only | 4 | 7.5 | SysAid |
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. SysAid: Pre-built AI agents, a Copilot for agents and end users and an AI Agent Builder; tailor-made agents on Enterprise. | 20% | 9 | 8 | 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. SysAid: SysAid says a help desk can be live in 30 days or less with guided implementation, a vendor claim we have not verified. | 20% | 8.5 | 7 | 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. SysAid: All-in-one asset management with 250 managed assets on Professional; CMDB depth is not documented. | Info only | 2 | 6.5 | SysAid |
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. SysAid: An AI Copilot for end users and a service catalog, with few requester-portal details on the pages we read. | 20% | 8.5 | 7 | monday service |
IntegrationsWhy these scoresmonday service: PagerDuty, Active Directory, Jira, Slack and Teams are named, plus '200+ more via API, MCP & native connectors'. SysAid: Integrations run through bundled Workato credits (100K on Professional, 300K on Enterprise) rather than a published connector list. | 20% | 7.5 | 6.5 | monday service |
Pricing transparencyWhy these scoresmonday service: Standard and Pro are priced publicly; Enterprise is quoted and portal user caps vary by plan. SysAid: Professional is priced at $89 per agent; Enterprise is quoted and starts at 20 agents. | 20% | 8 | 7 | monday service |
monday service scores higher on 5 criteria, SysAid on 0, 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 |
|---|---|---|
| Professional | $89 per agent/month | Request, incident, change and problem management; asset management with 250 managed assets; Copilot; pre-built AI agents; 100K Workato credits. |
| Enterprise | Not published (custom, starting at 20 agents) | Adds tailor-made AI agents, sandbox, advanced BI, 300K Workato credits. |
Source: SysAid pricing
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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 | AI aims to resolve incidents before they become tickets Source |
| 02 Categorised | Not documented | |
| 03 Routed | Not documented | |
| 04 Resolved | Documented | Pre-built AI agents handle issues start to finish Source |
| 05 Closed | Not documented | |
| 06 Reviewed | Documented | Problem and knowledge management listed 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 time to value and usability for non-IT requesters matter most to your team. It scores 8.5 and 8.5 there, against SysAid's 7 and 7. Published plans from three seats, a 14-day trial and board-based setup that does not require an ITIL process design up front. 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
SysAid does not score higher than monday service on any of the five scored criteria. Choose it for reasons outside our scores, such as fit with tools you already run. We list it as best for: mid-size desks that want pre-built and custom AI agents with a guided rollout. Read the SysAid review
On the business-teams weights, monday service scores 8.3 and SysAid 7.1 out of 10, ranking 1= and 6= of 9 on the business-teams ranking. monday service leads on 5 criteria and SysAid on 0.
monday service lists $31 per seat per month (Standard, annual; 3-seat minimum); SysAid lists $89 per agent per month (Professional). 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 SysAid 7. The calculator prices both for your agent count.
On ITIL practice coverage monday service scores 4 and SysAid 7.5; on configuration management (CMDB) monday service scores 2 and SysAid 6.5. All-in-one asset management with 250 managed assets on Professional; CMDB depth is not documented.