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Incident Management reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.

Best Incident Management Software

IT/DevOps incident management software is an end-to-end solution that responds to, reports on, investigates digital incidents or errors and overall works towards incident resolution

IT/DevOps incident management software helps IT professionals, DevOps teams, and other technology professionals better manage IT solutions by decreasing downtime and the likelihood of crashes. It alerts IT staff of an incident, generates a report of the problem, and automates a workflow that ensures the error is reported and responded to in the proper sequence. As a result, it helps curb the effects of major IT incidents by bringing critical information to the right people instantly, allowing for faster response time.

IT/DevOps incident management software is often used as a part of larger IT management strategy, working alongside service desk, mobile device management (MDM), and identity management solutions to help unify projects, automate tasks, and increase team collaboration.

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

Top 10 Incident Management Software

  • Freshservice
  • SolarWinds Service Desk
  • PagerDuty
  • Jira Service Management
  • xMatters
  • NinjaRMM
  • ServiceNow IT Service Management
  • OnPage
  • Rundeck
  • Splunk On-Call

Compare Incident Management Software

G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.
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(838)4.6 out of 5
Optimized for quick response

Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 40000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed, using ITIL best practice, to help IT organizations to focus on what’s most important – exceptional service delivery and customer satisfaction. In addition to supporting their service desk and ITSM needs, these customers choose Freshservice based on ease to use, speed of setup, customer service,

(635)4.4 out of 5
Optimized for quick response
Entry Level Price:$19 per month

SolarWinds Service Desk, previously Samanage Service Platform, is an award-winning, fully integrated cloud-based service desk and IT asset management solution. With thousands of highly rated reviews across many directories, SolarWinds Service Desk is one of the world’s premier IT service management platforms. Based on ITSM best practices to create a platform that is as usable as it is cutting-edge by incorporating automation, artificial intelligence, and machine learning to help streamline IT

(572)4.5 out of 5

PagerDuty, Inc. (NYSE:PD) is a leader in digital operations management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lu

(640)4.2 out of 5
Entry Level Price:0 /agent/month

Jira Service Management empowers Dev and Ops teams to collaborate at high-velocity, so they can respond to business changes and deliver great customer and employee service experiences fast. Reshape what IT means to your business at www.atlassian.com/software/jira/service-management

(256)4.4 out of 5
Optimized for quick response

xMatters helps enterprises prevent, manage and resolve IT incidents. xMatters industry-leading Service Availability platform prevents IT issues from becoming big business problems. Large enterprises, small workgroups, and innovative DevOps teams rely on its proactive issue resolution service to maintain operational visibility and control in today’s highly-fragmented IT environment. xMatters provides toolchain integrations to hundreds of IT management, security and DevOps tools. xMatters is the

(165)4.8 out of 5
Optimized for quick response

NinjaRMM is an all-in-one remote monitoring and management platform that combines powerful, time-saving functionality with an intuitive, easy-to-use UI that MSPs and IT pros actually love to use. NinjaRMM increases business efficiency by combining monitoring, alerting, patching, antivirus, backup, and IT automation all within a single pane of glass. NinjaRMM has been named a Leader by G2Crowd and rated the #1 RMM across 8 categories, including ease of use, product direction, quality of support a

ServiceNow delivers an IT Service Management experience that is faster, smarter, and more automated than ever.

(106)4.4 out of 5

OnPage is a rock-solid reliable, end-to-end secure, real-time alerting system, ensuring that IT and healthcare teams never miss urgent alerts. OnPage persistent mobile alerts and on-call escalations help reduce mean time to repair (MTTR) and assist in achieving maximum patient satisfaction for care teams. OnPage's trusted platform consists of: > HIPAA-compliant messaging and file sharing > Configurable on-call schedules > Persistent, immediate eight-hour alerts on mobile > Real-tim

(130)4.4 out of 5
Optimized for quick response

Rundeck is runbook automation for incident management. Connect anyone in your organization with the expert self-service operations capabilities they need to get their job done. You'll improve productivity while having shorter incidents and fewer escalations. People are the most valuable parts of your company. Rundeck helps you remove the roadblocks, waiting, and interruptions that get in their way. Rundeck doesn't replace the tools, scripts, commands, and APIs that you use to do your work —

(45)4.6 out of 5
Optimized for quick response

VictorOps uses IT and DevOps system data to support automated alerting, centralized information, and essential documentation. Teams receive context-rich notifications and collaborate cross-functionally, empowering faster incident resolution and reduced downtime.

(14)4.5 out of 5

Demisto is a platform that provides automated and collaborative security solutions.

(35)4.8 out of 5
Optimized for quick response

DERDACK Enterprise Alert® is enterprise-class alert notification and mobile response software. Unique in the market, it is designed for on-premises and private cloud installation. It increases agility and responsiveness of operations teams in manufacturing, utilities, IT services, transport and logistics. Enterprise Alert fully automates targeted alerting processes and provides for a faster, more reliable and effective response to incidents threatening the continuity of services and operations

(47)4.5 out of 5
Optimized for quick response
Entry Level Price:$0 10 users

Squadcast is an easy-to-use end-to-end incident response platform that helps tech teams adopt SRE best practices to maximize service reliability, accelerate innovation velocity and deliver outstanding customer experiences.

(81)4.6 out of 5
Optimized for quick response

Welcome to The LogicGate Risk Cloud. The LogicGate Risk Cloud™ is an end-to-end suite of applications that blend flexibility and out-of-the-box functionality to aggregate, manage, and mitigate the entire landscape of risk within an organization. Equipped with a quantitative understanding of their organization’s risk posture, business leaders can supercharge their risk programs and take on smarter risks and opportunities.

(15)4.8 out of 5
Entry Level Price:$99 per month

With StatusCast, your status page becomes a central hub for communicating incidents with your users. During application downtime or scheduled maintenance, a properly used status page reduces help desk costs and improves end user satisfaction.

(46)3.8 out of 5

SolarWinds® Web Help Desk® (WHD) is designed as easy-to-use help desk and service desk ticketing and asset management software, that helps IT technicians and help desk support members simplify and streamline support from initial request to resolution. Key Features: • Single web interface to manage all support requests with ability to group tickets by request type, priority, client, and more • Easy-to-use ticketing system that uses rules to automate creating, routing, assigning, and tracking of

(26)4.5 out of 5
Entry Level Price:$19 /technician/month

Alloy Navigator is an 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 also creates relationships automatically between meaningful data while providing a comprehensive view of IT infrastructure components. Alloy Navigator’s service desk manages tickets, assets,

(18)4.5 out of 5

Time is money. Downtime is money set on fire. Nothing hurts profits, brand recognition and customer loyalty more than service outages. Moogsoft lets you mitigate risk, increase agility, and fast-track your innovation goals. Moogsoft Enterprise consolidates visibility and control of monitoring tools to help entire IT Ops and DevOps teams reduce noise, prioritize incidents, reduce escalations and ensure uptime. Working from anywhere, users can easily find and resolve the root cause of incidents b

(13)4.0 out of 5

BigPanda Autonomous Operations platform helps IT Ops, NOC and DevOps teams detect, investigate, and resolve IT incidents faster and more easily than ever before. Powered by Open Box Machine Learning, BigPanda correlates IT noise into insights, automates incident management, and unifies fragmented IT operations. Customers such as Intel, TiVO, Turner Broadcasting and Workday rely on BigPanda to reduce their operating costs, improve service availability and performance, and de-risk and accelerate t

(162)4.2 out of 5
Optimized for quick response

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 i

What is Micro Focus Operations Bridge (OpsBridge)? Micro Focus Operations Bridge (OpsBridge) automatically monitors and analyzes the health and performance of Hybrid IT resources across any device, operating system, database, application, or service on all data types. With industry-leading AIOps capabilities, including event consolidation engines and noise reduction technology, it uniquely integrates end-to-end service awareness with rule and machine learning-based event correlation capabilitie

(21)3.8 out of 5

Empower DevOps and agile innovation with a solution that takes the guesswork out of cloud event management

(68)3.8 out of 5
Optimized for quick response

SunView Software is a leading provider of IT Service Management software that helps companies to better deliver, manage, and monitor IT services across the enterprise. ChangeGear's award-winning Service Smart Technology solution integrates Big Data and Machine Learning for a more positive experience. SunView is using innovations in artificial intelligence to drive smarter automation, predictive insights, and customer satisfaction. By combining cutting-edge technologies and a best-in-class softwa

(18)4.5 out of 5

AlertOps is an Alert Management and Response Orchestration tool that helps organizations collaborate in real-time to resolve business-critical incidents faster.  We offer the most flexible and customizable solution, capable of addressing everything from basic on-call alerting to complex and unique enterprise challenges. To learn how you can automate real-time operations and protect business critical services, visit: https://alertops.com

(20)4.2 out of 5
Entry Level Price:65$ concurrent user / month

C2 is a Sherweb company. C2 ATOM is an integrated IT service management software designed for organizations looking to provide highly refined quality service delivery. It’s also an ITIL-ready and codeless service desk built for reaching your ultimate automation potential and operating best-in-class ticketing. Beyond IT, C2 delivers powerful and flexible enterprise service management solutions for either On-Premise or Cloud installation, putting IT as a real partner for business. Intuitive confi

(19)4.2 out of 5

StatusPage is a customer relationship management software used by businesses to update and inform their customers.

(9)4.1 out of 5

LogicManager believes performance is a result of effective risk management. Since 2005, LogicManager's enterprise risk management (ERM) software has empowered organizations to uphold their reputation, anticipate what's ahead, and improve business performance through strong governance. Today, LogicManager’s SaaS software and included advisory service help businesses integrate risk, governance, and compliance activities so they can protect their employees, customers, and shareholders. LogicManag

(5)3.6 out of 5

The PhaseWare Tracker product suite is a configurable B2B customer support software designed for and loved by technology and software companies. PhaseWare's fully configurable customer service and support solutions will help your B2B company manage, monitor, and measure critical customer service interactions. Quickly and completely resolve pressing customer issues, while delivering a consistent and engaging customer experience. Configure everything from your self-service portal, reporting dashb

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Check out the G2 Grid® for the top Incident Management Software products. G2 scores products and sellers based on reviews gathered from our user community, as well as data aggregated from online sources and social networks. Together, these scores are mapped on our proprietary G2 Grid®, which you can use to compare products, streamline the buying process, and quickly identify the best products based on the experiences of your peers.
Leaders
High Performers
Contenders
Niche
SolarWinds Service Desk
SolarWinds Web Help Desk
Freshservice
ManageEngine
Jira Service Management
SunView ChangeGear
Splunk On-Call
C2 ATOM
LogicGate Risk Cloud
BigPanda
PagerDuty
Alloy Navigator
NinjaRMM
OnPage
xMatters
AlertOps
Demisto
DERDACK Enterprise Alert
Micro Focus Operations Bridge
Moogsoft
IBM Cloud Event Management
ServiceNow IT Service Management
Rundeck
Squadcast
StatusCast
Market Presence
Satisfaction

Learn More About Incident Management Software

What You Should Know About Incident Management Software

Incident management software helps businesses preserve the uptime of their digital assets. IT teams use incident management software 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 functionalities can be especially beneficial in situations where companies have numerous assets to monitor at once or when companies have one or a select few assets that are mission critical to a company’s success.

Key Benefits of Incident Management Software

  • Instant, direct awareness — With incident management software, the appropriate teams will have instant alerts when key services or functions go down, and they’ll have reports elaborating the details. This information helps businesses get back up to full function more quickly.
  • Cost savings — Downtime can quickly cost businesses money and clients (both potential and current). Incident management solutions help businesses get back to full capacity more quickly, minimizing losses from downtime.

Why Use Incident Management Software?

Incident management solutions are incredibly valuable for ensuring your critical functions have as much uptime as possible. By notifying the exact people or teams needed to address an issue and preparing an immediate report of the issue, incident management software helps your teams find root causes and deal with them quickly.

Particularly, incident management tools can notify all relevant team members or personnel in a variety of ways. Email is a fairly standard notification method, but some solutions can also automatically text or even call your personnel. These solutions can pair well with video conferencing software or audio conferencing software, as well, and automatically send meeting invites with the incident notifications so that conference calls can start immediately alongside the incident.

Who Uses Incident Management Software?

A business’ IT teams will be the strongest users of incident management software. Because 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.

Kinds of Incident Management Software

ITIL-Compliant vs. Non-ITIL-Compliant — ITIL (Information Technology Infrastructure Library) is a set of practices describing how IT services and service management ought to align with business practices. Most incident management software is designed to align with these ITIL practices, though not all are.

Incident Management Software Features

Incident assignment — Designate what constitutes a service function failure for your business.

Immediate alerting — Email, text, and/or call all relevant personnel, notifying them of an issue’s occurrence and any pertinent details surrounding it.

Standardized workflow — Note what failed and potential troubleshooting steps towards service restoration.

Potential Issues with Incident Management Software

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 your company could potentially come across, consider setting up some warning alerts for signs of a possibly 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 your 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. Consider pairing an incident management solution with knowledge management software to assist your teams in more quickly addressing issues.

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