# Best Incident Management Software

  *By [Tian Lin](https://research.g2.com/insights/author/tian-lin)*

   IT and DevOps incident management software is an end-to-end solution that responds to, reports on, and investigates digital incidents, alerting IT staff, generating problem reports, and automating resolution workflows to reduce downtime, bring critical information to the right people instantly, and enable faster response times.

### Core Capabilities of Incident Management Software

To qualify for inclusion in the IT/DevOps Incident Management category, a product must:

- Monitor and alert staff of incidents or critical errors
- Integrate with team collaboration tools to notify responsible parties
- Create a standardized workflow for handling incidents
- Respond to, report, and investigate IT errors

### Common Use Cases for Incident Management Software

IT professionals and DevOps teams use incident management software to minimize the impact of system disruptions and maintain service reliability. Common use cases include:

- Detecting and escalating critical incidents to on-call teams through automated alerts
- Coordinating cross-team incident response via integrated collaboration and notification workflows
- Documenting and analyzing incidents post-resolution to identify root causes and prevent recurrence

### How Incident Management Software Differs from Other Tools

Incident management software is often used as part of a broader [IT management](https://www.g2.com/categories/enterprise-it-management) strategy, working alongside [service desk](https://www.g2.com/categories/service-desk), [mobile device management (MDM)](https://www.g2.com/categories/mobile-device-management-mdm), and [identity management](https://www.g2.com/categories/identity-management) solutions to unify projects, automate tasks, and increase [team collaboration](https://www.g2.com/categories/team-collaboration). Unlike general IT monitoring tools, incident management platforms focus specifically on the structured workflow of detection, escalation, and resolution.

### Insights from G2 on Incident Management Software

Based on category trends on G2, automated alerting and standardized escalation workflows stand out as top strengths. These platforms deliver reductions in mean time to resolution and improved on-call coordination as primary benefits of adoption.





## Category Overview

**Total Products under this Category:** 121


## Trust & Credibility Stats

**Why You Can Trust G2's Software Rankings:**

- 30 Analysts and Data Experts
- 15,200+ Authentic Reviews
- 121+ Products
- Unbiased Rankings

G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category.


## Best Incident Management Software At A Glance

- **Leader:** [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews)
- **Highest Performer:** [incident.io](https://www.g2.com/products/incident-io/reviews)
- **Easiest to Use:** [NinjaOne](https://www.g2.com/products/ninjaone/reviews)
- **Top Trending:** [NinjaOne](https://www.g2.com/products/ninjaone/reviews)
- **Best Free Software:** [Freshservice](https://www.g2.com/products/freshservice/reviews)

## Top-Rated Products (Ranked by G2 Score)
  ### 1. [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews)
  ServiceNow IT Service Management (ITSM) is a cloud-based IT service management solution built on the ServiceNow AI Platform that helps IT organizations manage the full lifecycle of IT service delivery, from incident detection to resolution, service requests to change management, on a single platform with a unified data model. ServiceNow ITSM is used by IT teams across industries including financial services, healthcare, technology, manufacturing, and government. It is designed for organizations that need to manage high volumes of IT service requests, incidents, and changes while reducing manual effort and improving response times. Typical users include service desk agents, incident managers, change managers, problem managers, IT operations leaders, and platform administrators. Core capabilities include: 1) Incident management: Automatically classify, prioritize, route, and resolve incidents using AI. AI agents can handle routine issues end-to-end without human intervention, from password resets to common access requests, while escalating complex cases to the right team with full context attached. 2) Change management: Assess risk, automate approvals, and manage change schedules with CMDB-powered impact analysis. Standard and low-risk changes can be automated to reduce bottlenecks, while high-risk changes go through structured review workflows. 3) Problem management: Identify root causes of recurring incidents and create known error records to prevent repeat issues. Problem workflows connect directly to incident data, so patterns surface faster and fixes reach the service desk without manual handoffs. 4) Service request fulfillment: Provide employees with a self-service catalog backed by AI-powered search and a virtual agent that can resolve common requests without a ticket reaching a human agent. 5) Knowledge management: Capture, organize, and surface institutional knowledge so agents and employees can find answers faster. AI suggests relevant knowledge articles during incident handling and self-service interactions, reducing repeat work across the service desk. ServiceNow ITSM uses platform-native AI and AI agents to automate routine IT work that traditionally required manual effort such as ticket classification, assignment, initial diagnosis, and common resolutions. This is distinct from bolt-on AI tools because the AI operates on the same data model as the service management workflows, which means it has real-time access to the CMDB, incident history, change schedules, and knowledge base without requiring separate integrations. The product also connects to ServiceNow IT Operations Management (ITOM), enabling organizations to extend from reactive IT service delivery to proactive and autonomous service operations. When ITSM and ITOM run on the same platform, operational events detected in the infrastructure can automatically generate and route incidents, attach root cause context, and trigger resolution workflows, ultimately reducing the gap between when an issue occurs and when it's resolved. ServiceNow ITSM aligns with ITIL practices and supports organizations at various stages of IT maturity, whether they are consolidating from fragmented point tools or extending an existing ServiceNow deployment into AI-driven automation.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 1,164

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 8.7/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 8.9/10 (Category avg: 8.9/10)
- **AI Text Generation:** 8.3/10 (Category avg: 7.3/10)


**Seller Details:**

- **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow)
- **Company Website:** https://www.servicenow.com/
- **Year Founded:** 2004
- **HQ Location:** Santa Clara, CA
- **Twitter:** @servicenow (54,113 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/29352/ (32,701 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Consultant, Software Engineer
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 73% Enterprise, 21% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (168 reviews)
- Incident Management (112 reviews)
- Efficiency (100 reviews)
- Features (97 reviews)
- Automation (85 reviews)

**Cons:**

- Learning Curve (72 reviews)
- Expensive (60 reviews)
- Complexity (56 reviews)
- Limited Customization (51 reviews)
- Customization Difficulty (48 reviews)

  ### 2. [NinjaOne](https://www.g2.com/products/ninjaone/reviews)
  NinjaOne unifies IT to simplify work for nearly 40,000 customers in 140+ countries. The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. Intelligent automation and human-centered AI gives employees a great technology experience.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 4,092

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 8.5/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 9.2/10 (Category avg: 8.9/10)
- **AI Text Generation:** 6.5/10 (Category avg: 7.3/10)


**Seller Details:**

- **Seller:** [NinjaOne](https://www.g2.com/sellers/ninjaone)
- **Company Website:** https://www.ninjaone.com/
- **Year Founded:** 2013
- **HQ Location:** Austin, Texas
- **Twitter:** @NinjaOne (3,558 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/6436301/ (2,121 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** IT Manager, Owner
  - **Top Industries:** Information Technology and Services, Computer & Network Security
  - **Company Size:** 49% Mid-Market, 43% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (1559 reviews)
- Features (980 reviews)
- Remote Access (955 reviews)
- Automation (909 reviews)
- Customer Support (813 reviews)

**Cons:**

- Missing Features (792 reviews)
- Limited Features (450 reviews)
- Improvement Needed (424 reviews)
- Needs Improvement (409 reviews)
- Feature Issues (346 reviews)

  ### 3. [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews)
  Jira Service Management is an IT Service Management (ITSM) solution. Built on the Atlassian platform, Jira Service Management enables teams to deliver and manage services for internal and external stakeholders. Teams from Development to IT to HR use Jira Service Management to intake requests from employees, respond to incidents, deploy changes to improve products or services, track assets, surface knowledge, and automate workflows.


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 943

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 9.0/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 8.9/10 (Category avg: 8.9/10)
- **AI Text Generation:** 8.0/10 (Category avg: 7.3/10)


**Seller Details:**

- **Seller:** [Atlassian](https://www.g2.com/sellers/atlassian)
- **Company Website:** https://www.atlassian.com/
- **Year Founded:** 2002
- **HQ Location:** Sydney and San Francisco
- **Twitter:** @Atlassian (106,006 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/atlassian (21,797 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Software Engineer, Senior Software Engineer
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 42% Mid-Market, 38% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (49 reviews)
- Integrations (33 reviews)
- Automation (32 reviews)
- Ticket Management (31 reviews)
- Features (29 reviews)

**Cons:**

- Learning Curve (35 reviews)
- Complexity (29 reviews)
- Steep Learning Curve (29 reviews)
- Complex Setup (22 reviews)
- Complex UI (16 reviews)

  ### 4. [xMatters](https://www.g2.com/products/xmatters/reviews)
  xMatters end-to-end incident management platform automates each step of the incident lifecycle—from event to resolution—reducing the frequency, duration, and cost of critical service disruptions. xMatters Purpose-built AI significantly slashes resolution times with seamless integration across any DevOps or ITSM toolchain, ensuring every team has the necessary context to avert disruptions before they occur. We partner with our customers to create workflows that lower MTTA/MTTR, increase customer and employee satisfaction, and improve compliance and reporting. Build operational resilience into your digital services and automate responses all the way to resolution with Everbridge xMatters.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 718

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 9.0/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 9.3/10 (Category avg: 8.9/10)
- **AI Text Generation:** 8.3/10 (Category avg: 7.3/10)


**Seller Details:**

- **Seller:** [Everbridge](https://www.g2.com/sellers/everbridge)
- **Company Website:** https://www.everbridge.com
- **Year Founded:** 2002
- **HQ Location:** Vienna, VA
- **Twitter:** @Everbridge (4,777 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/33883 (1,580 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Software Engineer, Incident Manager
  - **Top Industries:** Information Technology and Services, Financial Services
  - **Company Size:** 61% Enterprise, 26% Mid-Market


#### Pros & Cons

**Pros:**

- Alerting System (76 reviews)
- Ease of Use (66 reviews)
- Alert Management (65 reviews)
- Automation (49 reviews)
- Notifications (48 reviews)

**Cons:**

- Complexity (33 reviews)
- Learning Curve (25 reviews)
- Alert Issues (19 reviews)
- Complex Setup (19 reviews)
- Difficult Setup (19 reviews)

  ### 5. [New Relic](https://www.g2.com/products/new-relic/reviews)
  New Relic invented cloud APM for application engineers. Today it is a leader in observability and source of truth for all engineers to make decisions with data across their entire software stack and the software life cycle. There are an estimated 25 million engineers in the world across more than 25 distinct functions. As every company becomes a software company, engineers are using New Relic to gather real-time insights and trending data about the performance of their software so they can be more resilient and deliver exceptional customer experiences. Only New Relic provides an all-in-one platform that is built and sold as a unified experience. With New Relic, customers get access to a secure telemetry cloud for all metrics, events, logs, and traces; powerful full-stack analysis tools; and predictable user-based pricing. New Relic has also curated one of the industry’s largest ecosystems of open source integrations, making it easy for every engineer to get started with observability and use New Relic alongside their other favorite applications.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 567

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 8.9/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 9.5/10 (Category avg: 8.9/10)
- **AI Text Generation:** 7.9/10 (Category avg: 7.3/10)


**Seller Details:**

- **Seller:** [New Relic](https://www.g2.com/sellers/new-relic)
- **Company Website:** https://newrelic.com
- **Year Founded:** 2008
- **HQ Location:** San Francisco, CA
- **Twitter:** @newrelic (65,851 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/426253/ (3,029 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Software Engineer, Senior Software Engineer
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 43% Mid-Market, 30% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (97 reviews)
- Real-time Monitoring (95 reviews)
- Monitoring (75 reviews)
- Insights (69 reviews)
- Analytics (62 reviews)

**Cons:**

- Expensive (63 reviews)
- Pricing Issues (53 reviews)
- Complexity (50 reviews)
- Learning Curve (50 reviews)
- Complex Setup (38 reviews)

  ### 6. [PagerDuty](https://www.g2.com/products/pagerduty/reviews)
  PagerDuty helps organizations of all sizes deliver seamless digital experiences by providing real-time insights and automation through the PagerDuty Operations Cloud. Designed to manage critical incidents, PagerDuty enables teams to detect, assess, and resolve issues faster, preventing downtime and ensuring business continuity. Key Features and Product Functionality PagerDuty Operations Cloud is the heart of our platform, providing proactive incident response, on-call management, automated workflows, and AI-powered insights. With seamless integrations to over 700 tools, including monitoring and collaboration platforms, PagerDuty helps teams centralize their operations to improve service reliability and avoid disruption. What Makes us Different PagerDuty empowers teams to solve critical problems quickly and efficiently, enhancing operational resilience and improving overall performance. Trusted by leading organizations, the Operations Cloud is uniquely built to handle the complexities of today’s digital businesses. Our ability to deliver real-time incident resolution sets us apart, giving IT leaders and CIOs the confidence to maintain always-on services. Get Started Experience the power of the PagerDuty Operations Cloud. Learn more and start your free trial at www.pagerduty.com/free-trial


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 902

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 9.0/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 9.2/10 (Category avg: 8.9/10)
- **AI Text Generation:** 8.0/10 (Category avg: 7.3/10)


**Seller Details:**

- **Seller:** [PagerDuty](https://www.g2.com/sellers/pagerduty)
- **Company Website:** https://www.pagerduty.com/
- **Year Founded:** 2009
- **HQ Location:** San Francisco, CA
- **Twitter:** @pagerduty (24,705 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/482819/ (1,288 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Software Engineer, Senior Software Engineer
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 44% Mid-Market, 38% Enterprise


#### Pros & Cons

**Pros:**

- Alert Notifications (21 reviews)
- Alerting System (19 reviews)
- Alert Management (17 reviews)
- Ease of Use (15 reviews)
- Easy Integrations (15 reviews)

**Cons:**

- Alert Issues (12 reviews)
- Expensive (8 reviews)
- Complexity (7 reviews)
- Inefficient Alert System (7 reviews)
- Complex UI (6 reviews)

  ### 7. [Freshservice](https://www.g2.com/products/freshservice/reviews)
  Freshservice by Freshworks is an AI-powered ServiceOps platform built for modern enterprises that need to move fast without sacrificing control. By unifying ITSM, ITOM, IT asset management, and enterprise service management on a single platform with a shared data layer, Freshservice eliminates the tool sprawl and visibility gaps that slow teams down - creating one source of truth across services, assets, and infrastructure. IT teams get full visibility into their environment: automated discovery, a robust CMDB for impact analysis and root cause resolution, and streamlined incident, problem, change, and major incident management. Beyond IT, Freshservice extends seamlessly to HR, finance, and facilities - giving every business team the same consistent, efficient service experience without the complexity of separate tools. Freshservice comes with a natively embedded AI layer called Freddy AI, that helps agents resolve issues faster, automates employee service requests, and gives leaders the insights they need to make better decisions. The result isn't just faster service; it's a fundamentally more proactive operation that surfaces and resolves issues before they impact employees.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 1,274

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 8.5/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 8.3/10 (Category avg: 8.9/10)
- **AI Text Generation:** 7.8/10 (Category avg: 7.3/10)


**Seller Details:**

- **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks)
- **Company Website:** https://www.freshworks.com/
- **Year Founded:** 2010
- **HQ Location:** San Mateo, CA
- **Twitter:** @FreshworksInc (19,028 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/freshworks-inc/ (7,344 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** IT Manager, IT Director
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 61% Mid-Market, 21% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (158 reviews)
- Features (89 reviews)
- Automation (75 reviews)
- Ticketing System (67 reviews)
- Ticket Management (61 reviews)

**Cons:**

- Missing Features (54 reviews)
- Limited Features (42 reviews)
- Learning Curve (36 reviews)
- Limited Customization (33 reviews)
- Ticketing Issues (27 reviews)

  ### 8. [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews)
  Enterprise-grade ITSM that's actually easy to use — resolve issues up to 52% faster with AI, unified asset management, and native ITOps integration built in from day one. SolarWinds Service Desk is a cloud-based IT service management (ITSM) platform that enables IT teams and other business departments to manage service requests, incidents, assets, and workflows in a unified environment. It is designed for IT professionals, service desk teams, and organizations looking to enhance their service management capabilities without the implementation overhead typically associated with enterprise ITSM tools. The platform covers incident management, problem management, change management, asset management, and CMDB in a single product. A configurable, drag-and-drop self-service portal and easy-to-use knowledge base allow end users to resolve common issues independently, while rule-based automations handle ticket routing, prioritization, escalation, and notifications without manual intervention. Customizable dashboards and reporting give teams visibility across incidents, requests, changes, and assets. AI capabilities are embedded directly into agent workflows; including ticket summarization, solution suggestions, intelligent incident/problem linking, response and resolution drafting, runbook generation, and knowledge base recommendations. These capabilities are available out of the box without additional configuration. The AI is scoped to surface relevant, actionable information at the right moment rather than requiring teams to build or maintain separate AI tooling. As part of the SolarWinds portfolio, Service Desk integrates natively with SolarWinds Observability and IT operations tools, allowing infrastructure alerts to automatically generate service desk tickets and giving technicians direct access to node health, recent changes, and other operational context within the incident record. Native integrations also include Microsoft Entra ID for user lifecycle management, Jira for cross-team escalation, Automox for patch management, and an open API for custom connections. Service Desk supports enterprise service management (ESM), enabling organizations to extend ITSM processes beyond IT, to departments such as HR, Facilities, and Legal, without additional products or professional services. For IT teams, the lift is minimal: new department portals are built on the same platform they already manage, using the same workflows, automations, and reporting. This gives IT centralized visibility and control across the organization, reducing the risk of departments adopting unauthorized tools to fill gaps in service coverage. Overall, SolarWinds Service Desk offers a robust set of features designed to enhance service management efficiency, without the headache. By integrating automation, customized workflows, and intelligent recommendations, it stands out as a comprehensive solution that not only addresses the immediate needs of IT teams but also supports broader organizational goals for improved service delivery.


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 763

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 8.4/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 8.4/10 (Category avg: 8.9/10)
- **AI Text Generation:** 5.9/10 (Category avg: 7.3/10)


**Seller Details:**

- **Seller:** [SolarWinds Worldwide LLC](https://www.g2.com/sellers/solarwinds-worldwide-llc)
- **Company Website:** https://www.solarwinds.com
- **Year Founded:** 1999
- **HQ Location:** Austin, TX
- **Twitter:** @solarwinds (19,618 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/166039/ (2,818 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** IT Manager, Systems Administrator
  - **Top Industries:** Information Technology and Services, Hospital & Health Care
  - **Company Size:** 67% Mid-Market, 24% Enterprise


#### Pros & Cons

**Pros:**

- Ticketing System (8 reviews)
- Asset Management (7 reviews)
- Ease of Use (7 reviews)
- Ticket Management (7 reviews)
- User Interface (5 reviews)

**Cons:**

- Missing Features (5 reviews)
- Asset Management (4 reviews)
- Insufficient Information (3 reviews)
- Limited Features (3 reviews)
- App Limitations (2 reviews)

  ### 9. [incident.io](https://www.g2.com/products/incident-io/reviews)
  Incidents can be stressful, but they don’t have to be. incident.io helps tech-led businesses navigate incidents from declaration to post-mortem and well beyond. Built on the experience from thousands of incidents, from small bugs to SEV-1’s, incident.io eliminates anxiety, uncertainty, and chaos experienced by responders during an incident. With an elegantly-designed interface, streamlined and transparent communication channels via Slack, and powerful workflows that bring automation and flexibility to your response process, incident.io minimizes communication silos and helps eliminate manual processes. With incident.io, you can focus on improving your product’s reliability and reducing downtime. With over a dozen integrations with popular tools like PagerDuty, Jira, and Backstage, incident.io ensures seamless connectivity throughout the incident response process. Trusted by industry-leading companies, including Etsy, monday.com, and Skyscanner, incident.io empowers faster incident resolution and cultivates shared understanding of roles and responsibilities among your team members. End-to-end incident management from the first alert to the final follow-up, with On-call, incident response, and status pages in one powerful incident management platform. Leveraging powerful dashboards that provide deep insights, engineering teams can learn from past incidents and apply cumulative knowledge to build more resilient products. With an intuitive interface that can be used by everyone — from the SRE, to the CS rep, to the CEO — and a seamless user experience, incident.io meaningfully improves your incident management process so that you can spend less time responding to incidents and more time fostering customer trust.


  **Average Rating:** 4.8/5.0
  **Total Reviews:** 179

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 9.3/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 8.8/10 (Category avg: 8.9/10)
- **AI Text Generation:** 8.2/10 (Category avg: 7.3/10)


**Seller Details:**

- **Seller:** [incident.io](https://www.g2.com/sellers/incident-io)
- **Company Website:** https://incident.io
- **Year Founded:** 2021
- **HQ Location:** New York, US
- **Twitter:** @incident_io (3,634 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/incident-io/ (180 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Senior Software Engineer, Site Reliability Engineer
  - **Top Industries:** Computer Software, Financial Services
  - **Company Size:** 67% Mid-Market, 20% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (29 reviews)
- Customer Support (27 reviews)
- Slack Integration (24 reviews)
- Integrations (20 reviews)
- Customer Satisfaction (18 reviews)

**Cons:**

- Missing Features (8 reviews)
- Limited Features (7 reviews)
- Feature Issues (4 reviews)
- Integration Issues (3 reviews)
- Confusion (2 reviews)

  ### 10. [Pulseway](https://www.g2.com/products/pulseway/reviews)
  Pulseway is RMM software, built to help MSPs and IT teams reduce downtime, take control and become more efficient. Pulseway provides all-in-one IT monitoring and management software, filled with features and modules to boost your productivity straight out of the box and never miss critical alerts. - Pulseway’s comprehensive remote monitoring and management (RMM) software provides a complete view across your network. View operational data for workstations, servers, VMs, network devices and more, while resolving issues straight from the same interface. - Be instantly alerted to issues, resolve them before they become a problem and minimize downtime – across the network. - Let you and your team be fully productive from anywhere to deliver first-class customer service wherever you are. - Automate repetitive IT tasks and automatically fix issues before they become a problem. - Pulseway built-in Mobile Remote Control enables simple, reliable, and fluid remote access to any monitored systems. Access files, applications and control remote systems as if you were sitting right in front of them. Try Pulseway RMM today with a free 14-day no-commitment trial to see for yourself.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 118

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 9.2/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 9.8/10 (Category avg: 8.9/10)
- **AI Text Generation:** 5.0/10 (Category avg: 7.3/10)


**Seller Details:**

- **Seller:** [MMSoft Design](https://www.g2.com/sellers/mmsoft-design)
- **Year Founded:** 2011
- **HQ Location:** Dublin, Ireland
- **Twitter:** @pulsewayapp (6,088 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/1987200/ (47 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** IT Manager, Owner
  - **Top Industries:** Information Technology and Services, Computer & Network Security
  - **Company Size:** 52% Small-Business, 42% Mid-Market


#### Pros & Cons

**Pros:**

- Customer Support (14 reviews)
- Ease of Use (14 reviews)
- Features (13 reviews)
- Intuitive (9 reviews)
- Monitoring (9 reviews)

**Cons:**

- Feature Issues (6 reviews)
- Improvement Needed (6 reviews)
- Missing Features (6 reviews)
- Needs Improvement (6 reviews)
- Limited Features (4 reviews)

  ### 11. [Better Stack](https://www.g2.com/products/better-stack/reviews)
  Better Stack is an eBPF-based, AI SRE observability tool. It helps engineers ship high-quality software faster and be the hero of their engineering teams.


  **Average Rating:** 4.8/5.0
  **Total Reviews:** 314

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 9.2/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 9.6/10 (Category avg: 8.9/10)
- **AI Text Generation:** 6.6/10 (Category avg: 7.3/10)


**Seller Details:**

- **Seller:** [Better Stack](https://www.g2.com/sellers/better-stack-3c077b8c-37c5-4d79-9e19-15cf3bd1960b)
- **Company Website:** https://betterstack.com/
- **Year Founded:** 2021
- **HQ Location:** San Francisco, CA
- **Twitter:** @BetterStackHQ (10,341 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/betterstack/ (29 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** CEO, CTO
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 88% Small-Business, 8% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (114 reviews)
- Easy Setup (93 reviews)
- User Interface (71 reviews)
- Setup Ease (54 reviews)
- Alerting System (52 reviews)

**Cons:**

- Expensive (22 reviews)
- Missing Features (22 reviews)
- Limited Features (13 reviews)
- Pricing Issues (13 reviews)
- Log Management (12 reviews)

  ### 12. [Xurrent IMR](https://www.g2.com/products/xurrent-imr/reviews)
  XurrentIMR (formerly Zenduty) is an end-to-end incident management platform for real-time alerts, task delegation, and SLA compliance. Seamlessly integrating with over 150+ popular monitoring and ticketing tools, it stands as a perfect platform for infrastructure and support teams to effectively handle on-call management and enhance their incident response lifecycle. Zenduty manages the entire incident response lifecycle including alert correlations, incident roles, task delegation, communication management, root cause analysis, response automation, and incident post-mortems. Integration features include: - Fully customizable notifications with on-call schedules - Custom escalation policies to ensure incidents are acknowledged and resolved within SLA limits - Incident roles and task templates/playbooks to ensure effective delegation, better preparedness and elimination of chaos - Personal and channel alerts for service-level incidents - Intelligent alert context to accelerate RCA - Custom alert routing rules - Response automation for building self-healing systems - Incident tags for classification of incidents - Advanced team, service and user-level analytics and reporting Tools we integrate with include Sentry, Datadog, Dynatrace, Grafana, Honeybadger, Loggly, NodePing, Pingdom, Prometheus, Rollbar, Runscope, SignalFX, StatusPage, Sumo Logic, Uptime, Zendesk, API, Splunk, Freshdesk, Raygun, Bitbucket, Jenkins, AWS CloudWatch, Github, Bugsnag, Kayako, CopperEgg, Email, StatusCake, Firebase Crashlytics, AppBeat, Healthchecks.io, OpsDash, Monitis, Checkly, Panopta, Site24x7, Hosted Graphite, LogDNA, Librato, Uptrends, Hosted Graphite, UptimeRobot, Papertrail, Fabric Crashlytics, Pingometer, Atatus, Scout, Graylog, Nagios, New Relic, Outgoing Webhook, CircleCI(beta), Logentries, Slack, Logzio, Humio, Lightstep, Sysdig, AppOptics, StatHat, ThousandEyes, Wormly, WaveFront, Zabbix, Icinga2, Jira, Jira Service Desk, ServiceNow, BMC Remedy and Splunk Legacy


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 157

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 8.6/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 9.0/10 (Category avg: 8.9/10)
- **AI Text Generation:** 7.6/10 (Category avg: 7.3/10)


**Seller Details:**

- **Seller:** [Xurrent](https://www.g2.com/sellers/xurrent)
- **Company Website:** https://www.xurrent.com/
- **Year Founded:** 2010
- **HQ Location:** Santa Barbara, US
- **Twitter:** @4me (254 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/xurrent/ (165 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Software Engineer, Senior Software Engineer
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 48% Mid-Market, 27% Small-Business


#### Pros & Cons

**Pros:**

- Alert Management (25 reviews)
- Ease of Use (19 reviews)
- Integrations (16 reviews)
- Customer Support (11 reviews)
- Intuitive (11 reviews)

**Cons:**

- Notification Issues (6 reviews)
- Missing Features (5 reviews)
- Feature Issues (4 reviews)
- Scheduling Issues (4 reviews)
- Integration Issues (3 reviews)

  ### 13. [Rakuten SixthSense Observability](https://www.g2.com/products/rakuten-sixthsense-observability/reviews)
  In today's digital landscape, businesses need a powerful and comprehensive Application Performance Monitoring (APM) solution to stay ahead of the curve. Introducing Rakuten SixthSense Observability - a next-generation APM tool that transforms the way you monitor, analyze, and optimize your applications and infrastructure. With its robust suite of features and advanced analytics, Rakuten SixthSense Observability empowers you to proactively identify and resolve issues, streamline operations, and enhance customer experiences. Key Capabilities: • Comprehensive Monitoring and Alerting: Rakuten SixthSense Observability offers end-to-end monitoring of your applications, infrastructure, and network performance. With real-time alerting and customizable dashboards, you can quickly detect issues and gain actionable insights into the health and performance of your systems. • Distributed Tracing and Correlation: Gain full visibility into your application's performance with distributed tracing, which tracks transactions and requests across multiple services and components. This feature helps you identify bottlenecks, latency issues, and errors, making it easier to optimize your application and enhance customer experiences. • Anomaly Detection and Machine Learning: Leverage Rakuten SixthSense's advanced machine learning capabilities to automatically identify unusual patterns and deviations in application performance and resource utilization. This proactive approach enables you to detect and resolve issues before they impact your business and customers. • Advanced Analytics and Visualization: Rakuten SixthSense's rich data visualization and analytics tools allow you to dive deep into your application performance data. Generate custom reports, analyze trends, and uncover hidden patterns that can drive continuous improvement and optimization. • Log Management and Integration: Effortlessly collect, analyze, and store logs from various sources with Rakuten SixthSense's integrated log management feature. This seamless integration enables you to correlate log data with performance metrics and traces, providing a comprehensive understanding of your application's behaviour. • Scalability and Flexibility: Rakuten SixthSense Observability is built to scale with your growing business needs, supporting a wide range of applications, services, and infrastructure. Its flexible architecture allows you to customize the tool to your specific requirements and integrate it with other monitoring and observability solutions. Current Feature set: • Application Performance Monitoring: Full stack visibility across Java, PHP, Node.js, Python, Go and a lot more! Key Features include, Distributed Tracing, Profiling, Database Monitoring • Infrastructure Monitoring: Get a birds-eye view of your infrastructure health and gain granular insights with easy deployment Key Features include Kubernetes, VMs, Web Servers, Cloud Integrations • Digital Experience Monitoring: Improve the end-user experience of your applications mapped with contextual information of application performance metrics • Browser Monitoring: Metrics to optimize end users’ experience and help in improving application performance. • Mobile Monitoring: Monitor crashes, performance & usage metrics for your mobile applications • Synthetic Monitoring: Stimulate end-user transactions using low code, no code test scripts • VM Monitoring: VM monitoring capability lets you view your infrastructure performance and health of servers, virtual machines, containers, databases etc. at a glance. • SixthSense Cognitive Engine: Modern observability and the proactive approach using artificial intelligence. The application uses different AI/ML algorithms that can predict performance metrics with an accuracy of up to 98% and a confidence level of 90%.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 52

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 8.3/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 10.0/10 (Category avg: 8.9/10)
- **AI Text Generation:** 10.0/10 (Category avg: 7.3/10)


**Seller Details:**

- **Seller:** [Rakuten SixthSense](https://www.g2.com/sellers/rakuten-sixthsense-f1af4c23-8be7-4bf4-a775-a4d50eebce5d)
- **Year Founded:** 2016
- **HQ Location:** Bengaluru, IN
- **LinkedIn® Page:** https://www.linkedin.com/company/rakuten-sixthsense/ (12 employees on LinkedIn®)
- **Ownership:** TYO: 4755

**Reviewer Demographics:**
  - **Who Uses This:** Senior Software Engineer
  - **Top Industries:** Information Technology and Services, Computer Games
  - **Company Size:** 47% Enterprise, 38% Mid-Market


#### Pros & Cons

**Pros:**

- Monitoring (11 reviews)
- Alerting System (9 reviews)
- Customer Support (9 reviews)
- Ease of Use (9 reviews)
- Implementation Ease (9 reviews)

**Cons:**

- Complex Setup (3 reviews)
- Poor Documentation (3 reviews)
- Alert Issues (2 reviews)
- Inefficient Alert System (2 reviews)
- Insufficient Information (2 reviews)

  ### 14. [Sherlocks.ai](https://www.g2.com/products/sherlocks-ai/reviews)
  Sherlocks.ai is an AI-driven SRE management tool that handles alerts, automates root cause analysis in seconds, and ensures system reliability 24/7. Your AI SRE teammate keeps your team from being awake at 2 AM, intelligently managing incidents, executing runbooks, and providing real-time insights. It helps teams prevent downtime, reduce operational toil, and maintain high-performing systems. Integrations takes less than 30 minutes. Sherlocks.ai connects seamlessly with popular observability and cloud tools like Kubernetes, Datadog, Prometheus, AWS, New Relic, and sends notifications directly to Slack.


  **Average Rating:** 4.9/5.0
  **Total Reviews:** 28

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 10.0/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 9.1/10 (Category avg: 8.9/10)
- **AI Text Generation:** 9.5/10 (Category avg: 7.3/10)


**Seller Details:**

- **Seller:** [sherlocks.ai](https://www.g2.com/sellers/sherlocks-ai)
- **Year Founded:** 2025
- **HQ Location:** Palo Alto, US
- **LinkedIn® Page:** https://www.linkedin.com/company/sherlocks-ai/ (8 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 54% Small-Business, 36% Mid-Market


#### Pros & Cons

**Pros:**

- Slack Integration (15 reviews)
- Alert Management (9 reviews)
- Integrations (9 reviews)
- Customer Satisfaction (8 reviews)
- Ease of Use (7 reviews)

**Cons:**

- Bug Issues (2 reviews)
- Complexity (2 reviews)
- Notification Issues (2 reviews)
- Bugs (1 reviews)
- Complex Setup (1 reviews)

  ### 15. [BigPanda](https://www.g2.com/products/bigpanda/reviews)
  BigPanda provides Event Correlation and Automation, powered by AIOps, that helps operations teams detect, respond and resolve IT incidents faster and more easily than ever before. As enterprises modernize and move to the cloud, IT Ops, NOC, DevOps and SRE teams struggle with manual and reactive incident response capabilities that are badly suited for the scale, complexity and velocity of modern IT environments. This results in painful outages, unhappy customers, growing IT headcount and the inability to focus on innovation. BigPanda helps organizations turn IT noise into insights and manual tasks into automated actions. Enterprises rely on BigPanda to reduce IT operating costs, improve service availability and increase business velocity without adding risk.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 111

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 9.3/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 9.4/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [BigPanda](https://www.g2.com/sellers/bigpanda)
- **Year Founded:** 2012
- **HQ Location:** Mountain View, California
- **Twitter:** @bigpanda (3,064 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/2598034/ (340 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Developer, Engineer
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 56% Enterprise, 38% Small-Business


#### Pros & Cons

**Pros:**

- Alerting System (1 reviews)
- Alert Management (1 reviews)
- Automation (1 reviews)
- Easy Integrations (1 reviews)
- Incident Management (1 reviews)


  ### 16. [Rootly](https://www.g2.com/products/rootly/reviews)
  Rootly is an AI-native on-call and incident management platform designed to assist organizations in resolving incidents more efficiently, enhancing system resilience, and optimizing on-call operations. This comprehensive solution serves as a reliable co-pilot for Site Reliability Engineers (SREs), automating the root cause analysis process and identifying patterns that facilitate continuous improvement. With its robust capabilities, Rootly is utilized by numerous reputable companies, including LinkedIn, NVIDIA, Replit, Elastic, Canva, Clay, Tripadvisor, and Grammarly. The primary target audience for Rootly includes SRE teams, DevOps professionals, and IT operations personnel who are responsible for maintaining system uptime and reliability. These users face the challenge of managing incidents that can disrupt services and impact user experience. Rootly addresses these challenges by providing a streamlined interface that simplifies incident management workflows, allowing teams to focus on resolution rather than administrative tasks. By leveraging AI technology, Rootly enhances the incident response process, enabling teams to quickly identify and resolve issues. Rootly's key features include automated root cause analysis, which significantly reduces the time spent diagnosing incidents. The platform analyzes historical incident data to uncover patterns and trends, providing actionable insights that help teams prevent future occurrences. Additionally, Rootly offers customizable on-call scheduling, ensuring that the right personnel are alerted during incidents, thus minimizing response times. The integration capabilities with popular communication and monitoring tools further enhance its functionality, allowing teams to maintain a cohesive workflow across various platforms. The benefits of using Rootly extend beyond immediate incident resolution. By automating routine tasks and providing data-driven insights, Rootly empowers teams to improve their operational efficiency and system reliability over time. The platform encourages a culture of continuous improvement by enabling teams to learn from past incidents and implement proactive measures. This not only enhances the overall resilience of systems but also fosters a more collaborative environment among team members, as they can share knowledge and strategies for incident management. In summary, Rootly stands out in the incident management category by combining AI-driven automation with user-friendly features tailored for SRE teams. Its ability to streamline operations, reduce incident resolution times, and promote continuous improvement makes it a valuable tool for organizations aiming to enhance their system reliability and operational efficiency.


  **Average Rating:** 4.8/5.0
  **Total Reviews:** 66

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 9.5/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 9.4/10 (Category avg: 8.9/10)
- **AI Text Generation:** 8.0/10 (Category avg: 7.3/10)


**Seller Details:**

- **Seller:** [Rootly](https://www.g2.com/sellers/rootly)
- **Company Website:** https://www.rootly.com
- **HQ Location:** San Francisco, US
- **Twitter:** @rootlyhq (1,989 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/rootlyhq/ (64 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 61% Mid-Market, 24% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (10 reviews)
- Automation (7 reviews)
- Slack Integration (7 reviews)
- Customer Support (6 reviews)
- Easy Setup (5 reviews)

**Cons:**

- Integration Issues (3 reviews)
- Missing Features (3 reviews)
- Feature Issues (2 reviews)
- Notification Issues (2 reviews)
- Overwhelming (2 reviews)

  ### 17. [Grafana Labs](https://www.g2.com/products/grafana-labs/reviews)
  Grafana Labs provides an open and composable monitoring and observability stack built around Grafana, the leading open source technology for dashboards and visualization. There are more than 3,000 Grafana Labs customers, including Bloomberg, Citigroup, Dell Technologies, Salesforce, and TomTom, and more than 1 million active instances of Grafana around the world. Grafana Labs helps companies manage their observability strategies with the LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with the Grafana Enterprise offerings, both featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo) as well as extensive enterprise data source plugins, dashboard management, alerting, reporting, and security. Grafana Labs is backed by leading investors Lightspeed Venture Partners, Lead Edge Capital, GIC, Sequoia Capital, Coatue, and J.P. Morgan. Follow Grafana Labs on LinkedIn and Twitter or visit https://grafana.com.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 152

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 8.1/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 8.9/10 (Category avg: 8.9/10)
- **AI Text Generation:** 8.0/10 (Category avg: 7.3/10)


**Seller Details:**

- **Seller:** [Grafana Labs](https://www.g2.com/sellers/grafana-labs)
- **Year Founded:** 2014
- **HQ Location:** New York
- **Twitter:** @grafana (68,264 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/11062162/ (1,770 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Software Engineer, DevOps Engineer
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 45% Mid-Market, 28% Enterprise


#### Pros & Cons

**Pros:**

- Data Visualization (18 reviews)
- Ease of Use (18 reviews)
- Dashboard Usability (17 reviews)
- Real-time Monitoring (17 reviews)
- Monitoring (16 reviews)

**Cons:**

- Learning Curve (16 reviews)
- Complex Setup (13 reviews)
- Learning Difficulty (12 reviews)
- Difficult Learning (11 reviews)
- Complexity (10 reviews)

  ### 18. [LogicGate Risk Cloud](https://www.g2.com/products/logicgate-risk-cloud/reviews)
  LogicGate is the Leading AI GRC Platform for the Enterprise, providing the flexibility, scalability, and intuitive automations that empower leaders to be more effective. The Risk Cloud platform offers a holistic view of enterprise-wide risk, combining AI-driven workflows, real-time insights, and seamless integrations to deliver actionable intelligence. With over 40 purpose-built applications, the no-code platform adapts to any environment and remains easy to use across the enterprise. LogicGate helps risk teams quantify their impact, align with business priorities, and move beyond compliance, supporting sustainable growth, improved operational efficiency, and a dynamic, predictive approach to risk and resilience.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 182

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 9.3/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 9.2/10 (Category avg: 8.9/10)
- **AI Text Generation:** 6.9/10 (Category avg: 7.3/10)


**Seller Details:**

- **Seller:** [LogicGate](https://www.g2.com/sellers/logicgate)
- **Company Website:** https://www.logicgate.com
- **Year Founded:** 2015
- **HQ Location:** Chicago, IL
- **Twitter:** @LogicGate (839 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/10009944/ (242 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Financial Services, Insurance
  - **Company Size:** 52% Enterprise, 38% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (24 reviews)
- Customizability (16 reviews)
- Features (15 reviews)
- Customization (13 reviews)
- Intuitive (12 reviews)

**Cons:**

- Improvement Needed (5 reviews)
- Learning Difficulty (5 reviews)
- Missing Features (5 reviews)
- Difficulty (4 reviews)
- Inadequate Reporting (4 reviews)

  ### 19. [OpsRamp](https://www.g2.com/products/opsramp/reviews)
  OpsRamp’s modern, SaaS-based platform provides enterprise IT teams and managed service providers comprehensive IT operations management (ITOM) from discovery to monitoring to remediation and automation in a single, unified solution.


  **Average Rating:** 4.1/5.0
  **Total Reviews:** 21

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 7.7/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 7.7/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 8.8/10 (Category avg: 8.9/10)
- **AI Text Generation:** 10.0/10 (Category avg: 7.3/10)


**Seller Details:**

- **Seller:** [OpsRamp](https://www.g2.com/sellers/opsramp)
- **Year Founded:** 2014
- **HQ Location:** San Jose, CA
- **Twitter:** @OpsRamp (1,458 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/opsramp/ (158 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Information Technology and Services
  - **Company Size:** 52% Enterprise, 30% Mid-Market


#### Pros & Cons

**Pros:**

- Customer Satisfaction (1 reviews)
- Customer Support (1 reviews)
- Customizability (1 reviews)
- Dashboard Quality (1 reviews)
- Ease of Use (1 reviews)

**Cons:**

- Expensive (1 reviews)
- High Licensing Cost (1 reviews)
- Pricing Issues (1 reviews)
- Slow Performance (1 reviews)

  ### 20. [Opsgenie](https://www.g2.com/products/opsgenie/reviews)
  Opsgenie is a modern incident management solution for operating always-on services. Trusted thousands of customers worldwide, Opsgenie provides solutions for alerting and on-call management. We enable companies to effectively respond to their IT/DevOps issues. Opsgenie empowers teams to develop incident response plans, collaborate and coordinate the response actions and analyze response effectiveness. Learn why Opsgenie is the fastest growing alert routing and incident management solution on the market, www.opsgenie.com


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 52

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 8.5/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 9.3/10 (Category avg: 8.9/10)
- **AI Text Generation:** 7.3/10 (Category avg: 7.3/10)


**Seller Details:**

- **Seller:** [Atlassian](https://www.g2.com/sellers/atlassian)
- **Year Founded:** 2002
- **HQ Location:** Sydney and San Francisco
- **Twitter:** @Atlassian (106,006 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/atlassian (21,797 employees on LinkedIn®)
- **Ownership:** NASDAQ:TEAM

**Reviewer Demographics:**
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 54% Mid-Market, 29% Small-Business


#### Pros & Cons

**Pros:**

- Alerting System (1 reviews)
- Alert Management (1 reviews)
- Automation (1 reviews)
- Ease of Use (1 reviews)
- Easy Integrations (1 reviews)

**Cons:**

- Learning Curve (1 reviews)
- Steep Learning Curve (1 reviews)

  ### 21. [Alloy Navigator](https://www.g2.com/products/alloy-navigator/reviews)
  Alloy Navigator is an AI-powered IT service and asset management solution that enables organizations of all sizes to manage their IT operations. This solution offers fully integrated help desk, network inventory and knowledge base capabilities, plus ITIL standards such as change and configuration management. Navigator creates relationships automatically between meaningful data while providing a comprehensive view of IT infrastructure components. Alloy Navigator’s service desk manages tickets, assets, incidents, changes, work orders and more within a single interface. Workflow management engine inside Alloy Navigator enables users to design custom IT processes. These can be altered to the specific needs of the business and personnel and might even include AI-driven steps. The solution also offers an online web portal, self-service portal for end users, and mobile apps for technicians and end-users. The Self-Service Portal is equipped with an AI Assistant to resolve routine questions of end-users, freeing IT for bigger challenges. Alloy Navigator gives users the ability to one-click audit their entire network, conduct a physical inventory with a barcode scanner and ensure compliance in software licensing. End users and admins also have access to interactive dashboards, scheduled reporting and real-time views for timely analysis.


  **Average Rating:** 4.8/5.0
  **Total Reviews:** 100

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 8.3/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 8.8/10 (Category avg: 8.9/10)
- **AI Text Generation:** 8.3/10 (Category avg: 7.3/10)


**Seller Details:**

- **Seller:** [Alloy Software](https://www.g2.com/sellers/alloy-software)
- **Year Founded:** 2002
- **HQ Location:** Bloomfield, NJ
- **Twitter:** @AlloySoftware (469 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/alloy-software/ (17 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Information Technology and Services, Marketing and Advertising
  - **Company Size:** 73% Small-Business, 29% Mid-Market


#### Pros & Cons

**Pros:**

- Asset Management (32 reviews)
- Ease of Use (31 reviews)
- Ticketing System (27 reviews)
- Ticket Management (27 reviews)
- Automation (21 reviews)

**Cons:**

- Learning Curve (13 reviews)
- Complex Setup (12 reviews)
- Limited Customization (11 reviews)
- Setup Difficulty (11 reviews)
- Poor Interface Design (8 reviews)

  ### 22. [Harness Platform](https://www.g2.com/products/harness-platform/reviews)
  Simplify your developer experience with the world's first AI-augmented software delivery platform. Upgrade your software delivery with Harness' innovative CI/CD, Feature Flags, Infrastructure as Code Management, and Chaos Engineering tools. We are a software delivery platform that helps developers and infrastructure engineers build and ship code for cloud and on-premise projects. We automate the continuous integration and continuous delivery (CI/CD) process to help teams build faster, ship more frequently, and improve quality, efficiency, and governance. We help companies in four key areas: Number one, we accelerate innovation through DevOps modernization. We provide an approach for software delivery that automates processes, reduces manual interventions, consolidates tools, and accelerates time-to-market for new products, features, and fixes. Number two, we improve developer experience. We give you the ability to attract, retain, and onboard high-caliber engineering talent while fostering a culture of continuous innovation and improvement. Number three, we secure software delivery. We give you the ability to integrate security into every phase of the SDLC. And last but not least is, we optimize cloud costs. We give you the ability to eliminate waste and to ensure that appropriate cloud resources are allocated at the right place at the right time.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 277

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10)


**Seller Details:**

- **Seller:** [Harness](https://www.g2.com/sellers/harness-25016f40-e80f-4417-bea8-39412055d17a)
- **Company Website:** https://harness.io/
- **Year Founded:** 2018
- **HQ Location:** San Francisco
- **Twitter:** @HarnessWealth (1,406 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/harnessinc/ (1,611 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Software Engineer, DevOps Engineer
  - **Top Industries:** Computer Software, Financial Services
  - **Company Size:** 41% Enterprise, 39% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (113 reviews)
- Features (72 reviews)
- Feature Flags (49 reviews)
- Easy Setup (40 reviews)
- Easy Integrations (31 reviews)

**Cons:**

- Missing Features (23 reviews)
- Limitations (20 reviews)
- Limited Features (20 reviews)
- Learning Curve (17 reviews)
- Poor UI (16 reviews)

  ### 23. [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews)
  ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity. It comes in three editions and is available in 29 different languages. Over 100,000 organizations and 750,000 technicians, across 185 countries, trust ServiceDesk Plus to optimize IT service desk performance. It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction. Furthermore, the Standard Edition is FREE forever for both the on-premise and on-demand models upto 5 technicians! Don't take our word for it. Try the 30-day free trial and watch ServiceDesk Plus simplify your IT operations. https://www.manageengine.com/products/service-desk/download.html Features ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below. Incident management: Gain control of your help desk With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident! Problem management: Go beyond firefighting Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem. Change management: Manage changes with precision Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes. Asset management: Track and manage assets with ease Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance. IT project management: Deliver IT projects on time You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success! Purchases and contracts management: Track IT purchases and contracts Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry. Self service portal: Deflect tickets from your service desk Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets. Service catalog: Showcase your IT services Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request. CMDB: Get the bigger picture ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making. Service level agreement: Ensure timely service delivery Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met. Reports: Derive decisions with the right data Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance! Extensions and integrations: Collaborate easily with other IT systems Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT!


  **Average Rating:** 4.2/5.0
  **Total Reviews:** 240

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 8.9/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 8.9/10 (Category avg: 8.9/10)
- **AI Text Generation:** 7.6/10 (Category avg: 7.3/10)


**Seller Details:**

- **Seller:** [Zoho](https://www.g2.com/sellers/zoho-b00ca9d5-bca8-41b5-a8ad-275480841704)
- **Year Founded:** 1996
- **HQ Location:** Austin, TX
- **Twitter:** @Zoho (137,251 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/38373/ (30,531 employees on LinkedIn®)
- **Phone:** +1 (888) 900-9646 

**Reviewer Demographics:**
  - **Who Uses This:** System Administrator, IT Manager
  - **Top Industries:** Information Technology and Services, Financial Services
  - **Company Size:** 60% Mid-Market, 31% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (9 reviews)
- Features (8 reviews)
- User Interface (7 reviews)
- Asset Management (6 reviews)
- Customer Support (6 reviews)

**Cons:**

- Complexity (4 reviews)
- Complex Setup (4 reviews)
- Learning Curve (4 reviews)
- Steep Learning Curve (4 reviews)
- Limited Features (3 reviews)

  ### 24. [ZIF](https://www.g2.com/products/zif/reviews)
  The Zero Incident Framework (ZIF) is an AI-Ops based platform delivering enhanced network operations management around asset discovery, hybrid infrastructure monitoring, Proactive detection, and automation. The platform harnesses unique features from high-end technologies like artificial intelligence, machine learning, and intelligent automation. ZIF components provide organizations with full-fledged proactivity and a level of resilience that would enable increased availability and ‘zero outages’ in any environment be it cloud, on-premises, or hybrid IT infrastructure. ZIF is an AI-Ops platform that enables proactive detection and remediation of potential events helping organizations drive towards a Zero Incident Enterprise™.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 17

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 8.8/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 9.2/10 (Category avg: 8.9/10)
- **AI Text Generation:** 10.0/10 (Category avg: 7.3/10)


**Seller Details:**

- **Seller:** [Zero Incident FrameworkTM (ZIFTM)](https://www.g2.com/sellers/zero-incident-frameworktm-ziftm)
- **Year Founded:** 1998
- **HQ Location:** Princeton, New Jersey
- **Twitter:** @ZIF_AI (259 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/zif-ai/ (1 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** IT Analyst
  - **Top Industries:** Banking
  - **Company Size:** 50% Enterprise, 50% Small-Business


  ### 25. [Oh Dear](https://www.g2.com/products/oh-dear/reviews)
  Oh Dear is an all-in-one website monitoring software for one or multiple websites. Use Oh Dear to check for downtime, broken pages and links, expired certificates and Lighthouse SEO. Oh Dear can notify you for DNS record changes, domain renewals, scheduled cron jobs and application health.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 31

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 7.4/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 9.8/10 (Category avg: 8.9/10)
- **AI Text Generation:** 4.9/10 (Category avg: 7.3/10)


**Seller Details:**

- **Seller:** [Oh Dear](https://www.g2.com/sellers/oh-dear)
- **Year Founded:** 2018
- **HQ Location:** Lier, BE
- **LinkedIn® Page:** https://www.linkedin.com/company/oh-dear (3 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Computer Software
  - **Company Size:** 90% Small-Business, 6% Mid-Market


#### Pros & Cons

**Pros:**

- Easy Setup (17 reviews)
- Time Saving (16 reviews)
- Ease of Use (14 reviews)
- Notifications (14 reviews)
- Comprehensive Monitoring (13 reviews)

**Cons:**

- Expensive (5 reviews)
- High Costs (4 reviews)
- Limited Features (4 reviews)
- Pricing Issues (4 reviews)
- Confusion (2 reviews)



## Parent Category

[IT Management Software](https://www.g2.com/categories/it-management)



## Related Categories

- [Service Desk Software](https://www.g2.com/categories/service-desk)
- [IT Alerting Software](https://www.g2.com/categories/it-alerting)
- [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools)



---

## Buyer Guide

### What You Should Know About Incident Management Software

### What is Incident Management Software?

Incident management software helps businesses preserve the uptime of their digital assets. IT teams use incident management systems to alert them to major problems or downtime, generate reports surrounding the outage or issue, and guide a plan of action in addressing the problem. These service management functionalities can be especially beneficial in situations where companies have numerous assets to monitor at once or a few mission-critical assets to monitor in real time. Regardless of which scenarios, IT service management automation is the key to fast incident response time. This type of software automatically assigns the tasks to the appropriate teams, provides insights into the cases, and generates actionable reports to optimize the IT incidents handling process. For example, a good incident management system will determine if a case should alert the [DevOps](https://www.g2.com/categories/devops) team or the [IT service management (ITSM)](https://www.g2.com/categories/it-service-management-itsm-tools) teams based on the type of the problem or prioritization. 

Incident management solutions ensure critical IT infrastructures have as much uptime as possible. Once an incident is spotted by monitoring software or an end-user report, the tool automates [notifications](https://www.g2.com/categories/incident-management/f/notifications) to all relevant team members or personnel via email, text, call, or communication software. By notifying the exact people or teams needed to address an issue and preparing an immediate report of the issue, incident management software helps the IT teams find root causes and deal with them quickly.

### What are the Common Features of Incident Management Software?

The following are some core features within incident management tools that can help users maintain their IT system’s uptime:

**Self-service portal:** Before a ticket is submitted, incident management software should provide a knowledge base to answer common problems of employees. This saves the ITSM team time and streamlines repetitive problems.

[**Incident assignment**](https://www.g2.com/categories/incident-management/f/ticket-assignment) **:** Designate the reported incident to the right team according to the types of problems. Without this feature, the IT team will need to identify the type of the problems first, which slows down the SLA time. 

**ITIL management:** Most incident management software will come with an ITIL, which is a library of volumes describing a framework of best practices for delivering IT services. The software can guide the IT team to follow this framework in their ITSM operation.

**Immediate alerting:** With incident management systems, users can mail, text, call, or integrate with team communication software to notify all relevant personnel, notifying them of an issue’s occurrence and any pertinent details surrounding it.

**Incident tracking:** The software helps set different SLA policies to track deadlines based on elapsed time and types of problems. This can be further [customized by priority](https://www.g2.com/categories/incident-management/f/ticket-prioritization) so that the ITSM team can allocate appropriate time for every incident. The software should also automatically notify the support team of unsolved incidents before their SLA breaches.

[**Standardized workflow**](https://www.g2.com/categories/incident-management/f/standardization) **:** Note what failed and potential troubleshooting steps towards service restoration. Some incident management solutions integrate with monitoring and log analytics software to suggest the root cause of the issue.

**Mobile app** : Some incident management software offer a mobile app so that cases can be reported and handled on mobile devices.

**Reports and analytics:** Incident reports detail how on-call workloads are distributed and handled. Some software also have customer satisfaction reports to better understand customer feedback and improve service quality. This is necessary to optimize the ITSM team’s work to prepare for future cases. 

Other features of incident management software: [Ticket Creation](https://www.g2.com/categories/incident-management/f/ticket-creation), [Ticket Designation](https://www.g2.com/categories/incident-management/f/ticket-designation).

### What are the Benefits of Incident Management Software?

Incident management tools can have a variety of benefits, here are a few:

**Save costs:** Downtime can quickly cost businesses money and clients (both potential and current). Incident management solutions help businesses get back to a full capacity more quickly, minimizing losses from downtime. While incident management tools cost money, a manual incident resolution will decrease customer satisfaction and hurt revenue generation in the long run. For example, without the alerting feature from the incident reporting capability, the help desk could miss a case buried in emails and breach SLA. 

**Increase productivity:** The IT team can follow the ITIL protocols to handle the problem in the best practices. They can also collaborate with other teams depending on the type of the problems. This takes the guesswork out of the ITSM process by knowing what to do and who to work with. 

**Unify visibility:** Both incident reporters and IT managers gain significant visibility to the ITSM process. The incident reporters can track what’s happening to their tickets and when they will be solved. This will keep the end users informed and happy. For IT managers, they can identify what assets are causing the problem (software bugs or hardware malfunction) and fix them appropriately. They can also acknowledge the ITSM team’s performance based on customer satisfaction scores and SLA metrics. This allows them to take action where needed.

### Who Uses Incident Management Software?

**IT teams:** Business’ IT teams will be the strongest users of incident management tools. Since the software is specifically designed for reporting any disturbances to proper workflow, incident management can be used to great effect by anyone from dedicated support teams to digital asset teams (databases, virtual servers, applications, etc.) and beyond. These teams can use incident management software in conjunction with other monitoring tools, service desk tools, and more.

**Employees:** When employees are having technical difficulties, they can report the problem on the incident management software. Many external IT problems are also spotted by employees before the customers, so it is important to fix them quickly.

**Customers:** Customers can report IT problems and track when they will be solved. Incident management is the key to customer satisfaction and revenue generation. 

#### Software Related to Incident Management Software

Related solutions that can be used together with incident management software include:

[Video conferencing](https://www.g2.com/categories/video-conferencing) **and** [audio conferencing software](https://www.g2.com/categories/audio-conferencing) **:** Video conferencing and audio conferencing software help drive troubleshooting efforts by providing an immediate avenue to communicate with all relevant parties. Since incidents tend to require immediate action to maximize uptime, it’s best to begin troubleshooting efforts as soon as possible. 

[Log analysis software](https://www.g2.com/categories/log-analysis) **:** When something fails, the first place to check for a potential failure explanation is in logging. Application logs, server logs, and other logs are great leads to finding the solutions. Log analysis software assists in sorting through those logs, making it easier to find failure points and restore service.

[Service desk software](https://www.g2.com/categories/service-desk) **:** Internal transparency is critical to incident management, not only because of auditing but also because it is essential to not repeat troubleshooting steps. Repeating the same (failed) steps means extra time spent not fixing an issue. Service desk tools help with transparency by providing a ticketing system where issues and attempted fixes can be tracked.

### Challenges with Incident Management Software

Software solutions can come with their own set of challenges. 

**Minor incident detection:** Not all major incidents are going to display an immediate sign that something is wrong. In situations like that, it can be difficult to hit that one "key" factor that’s going to set off an incident alert. For potential issues like those that a company could potentially come across, it’s important to consider setting up some warning alerts for signs of a possible incoming major incident.

**Links to known issues:** In IT and development, issues that have occurred before or frequently are called known issues. While some of these might be well known among relevant teams, others might be obscure or even previously considered one-off issues. As a result, knowledge surrounding how to address the issue might be difficult to come by at first. Users can pair an incident management solution with knowledge management software to assist their teams in addressing issues more quickly.

**ITIL compliant:** There is no standard or governance for ITIL. Adopting the ITSM processes that worked elsewhere doesn’t mean the company is complying with ITIL. The best practice is that IT teams should regularly review customer feedback and adjust their processes accordingly. After all, ITIL is all about efficiency and performance rather than compliance. Following ITIL blindly will make the ITSM process inflexible and unfit for others.

### How to Buy Incident Management Software

#### Requirements Gathering (RFI/RFP) for Incident Management Software

Whether a company is looking for its first incident management software or trying to replace an existing one, g2.com can help find the best solution.

The company’s needs when searching for incident management software often relate to specifically desired data and metrics. For example, the user may be most interested in analyzing SLA breaches. Buyers should make a ranked list of the features that most directly address the problems they’re trying to solve, then reference G2 reviews to find the right fit.

Prioritizing the desired feature set can help narrow down the potential pool of incident management solutions, allowing teams to then apply further considerations for budget, ease of integration with other systems, security requirements, and more. This holistic approach empowers buyers to move forward with a focused checklist, which can be used in conjunction with G2 scoring to select the best incident management tool for the business.

#### Compare Incident Management Software

**Create a long list**

When searching for incident management software, companies need to identify compatibility requirements for existing communication tools, monitoring software, and knowledge management software. Buyers should make a list of important existing software that needs to be integrated, then filter out the incident management tools that can’t be integrated. For example, many incident management software are SaaS solutions that only work with other SaaS solutions on the cloud. If the company's IT operations and incident management process are on-premises, then the company should seriously check if its legacy IT infrastructure fits the incident management software. 

**Create a short list**

It helps to cross-reference the results of initial vendor evaluations with G2 reviews from other buyers, the combination of which will help to narrow in on a short three to five product list. From there, buyers can compare pricing and features to determine the best fit. Some vendors don’t charge implementation costs while some do. 

**Conduct demos**

As a rule of thumb, companies should make sure to demo all of the products that end up on their short list. During demos, buyers should ask specific questions related to the functionalities they care most about; for example, one might ask to be walked through what actionable insights are generated from an SLA breach report. 

#### Selection of Incident Management Software

**Choose a selection team**

Regardless of a company’s size, it’s important to involve the most relevant personas when beginning the incident management software selection process. Larger companies may include the ITSM teams, procurement teams, IT managers, and engineers who will be working with the software most closely. Smaller companies with fewer employees might just need IT managers to fill the role.

**Negotiation**

Many vendors offer full software license platforms that go beyond incident management (on-premises) to include knowledge management and observability platforms. While some companies will not budge on the configurations of their packages, buyers looking to trim costs should try to negotiate down to the specific functions that matter to them to get the best price. For example, a vendor’s pricing page where incident management functionality is only included with a robust all-in-one monitoring package, whereas a sales conversation may prove otherwise. 

**Final decision**

After this stage, it is important to perform a trial run if possible with a small selection of IT professionals or developers. This will help to ensure that the incident management software of choice integrates well with an ITSM specialist’s systems setup or an engineer’s day-to-day work. If the incident management tool is well liked and well utilized, the buyer can take that as a sign that their selection is the right one. If not, looking back at the other options may be necessary.