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:
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PagerDuty is the leading incident management platform that empowers developers, DevOps, IT operations and business leaders with the insight to intelligently respond to critical disruptions for exceptional customer experience. Unlike other alerting solutions or monitoring tools, PagerDuty provides a unified view of application, service and infrastructure health, while enabling customers to orchestrate incident response workflows. With the industry’s largest ecosystem of native integrations with monitoring, collaboration and ticketing tools, small, mid-size and enterprise global customers such as Comcast, eHarmony, Slack and Lululemon use and trust PagerDuty to increase business response and efficiency.
Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 20000 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, and affordability. Freshservice has an intuitive UI, is effortlessly configurable and customisable to meet customers’ exact requirements, and is easily integrated with other business and IT systems. Native integrations with a number of popular cloud services such as Google Apps, Dropbox, AWS, and Bomgar also speed up deployment and reach. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software etc. – with more than 150000 businesses worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.
Samanage is the most reviewed and highest rated IT service management solution in the industry, serving thousands of customers around the globe from SMB to enterprise. Our service desk simplifies complex tasks and automates basic ones, while providing loads of metrics, reports, and configurations, without being overwhelming. Samanage lets you easily follow the ITIL framework, predicting time to resolution so you avoid missing your SLAs, automating repetitive tasks through the service catalog, and giving your users the information they need through an intuitive knowledge base and service portal. Deliver faster and smarter services across your organization with Samanage, and get work done in intelligent and productive ways.
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 primary Service Availability platform trusted by leading global companies and innovative challengers including BMC Software, Credit Suisse, Danske Bank, DXC technology, Experian, Intuit, NVIDIA, Sony Network Interactive, ViaSat and Vodafone. xMatters is headquartered in San Ramon, California and has offices worldwide.
Jira Service Desk is Atlassian's service desk software for modern IT teams. It delivers an effortless service experience, adapts to your support needs, and promises set up time and pricing at a fraction of competitors. Reshape what IT means to your business at www.atlassian.com/servicedesk.
Opsgenie is a modern incident management platform for operating always-on services. Trusted by development and operations teams in over 3,000 organizations worldwide, Opsgenie provides solutions for alert and on-call management enabling 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.
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.
NinjaRMM is the world’s first security centric remote monitoring and management platform. Ninja touts an amazing user experience, 360-degree monitoring, an IT marketplace and tight integrations with products used by MSPs as well as IT professionals.
Micro Focus Operations Bridge (OpsBridge) is the first containerized, service-oriented autonomous monitoring solution for Hybrid IT. OpsBridge monitors your IT environment and consolidates data from existing tools. It applies automated discovery, monitoring, analytics, and remediation to data across traditional, private, public, and multi-cloud and container-based infrastructure. It exploits Automated AIOps machine learning and analytics for event reduction and accelerated root cause identification and then executes automated remediation. Executive stakeholders gain actionable insight on their mobile devices with tailored dashboards showing key status, business and IT KPIs. Hybrid Cloud Monitoring for the Digital Enterprise Hybrid IT has quickly become the new normal, and IT operations teams are expected to offer both cloud and on-premises infrastructure options, whichever best meets the needs of the application or service. IT operations teams must adapt fluidly to new technologies, effortlessly adopt new cloud vendors and other services chosen by the business, and monitor new applications and application releases with increasing frequency—while seamlessly handling updates to existing application workloads. Further, IT operations needs to be able be a partner to the business, speak their language, and show their value to the business. OpsBridge exploits all AIOps capabilities to consolidate and analyze all your data. It reduces event volumes, isolates root cause, performs robotized process automation to remediate and visualizes in real time in a single pane of glass. It allows you to improve efficiencies and is designed using new technologies such as containers and microservices. OpsBridge is now easier to implement and upgrade, enabling you to provide flexible cloud services, and accelerate time to market for applications that will differentiate your organization. Deliver What the Business Needs When It Needs It Designed to deliver real business value, OpsBridge integrates all your tools, automates manual tasks, focuses operations on the business services and users being impacted by automatically identifying root cause faster than ever before possible, predict future impact and then automate remedial action. Built in AIOps capable analytics drives historical analysis, applying machine learning and 50+ patented algorithms to logs, events, metrics, and topology so much more powerful than search alone. Key Benefits - Increased effectiveness (time, money, resources) of tools and services - Reduced effort and time to process service requests and resolve problems - Confidence from the lines of business in IT’s ability to deliver consistent, compliant services - Business needs and strategy that are met on time and on budget, and in stronger collaboration with IT - Reduced business risk, better service price performance, and accelerated time-to-market for new innovations Key Features - Automate Hybrid IT Discovery and Monitoring: Discovery and monitoring consolidates and exploits all your data types (events, metrics, logs and topology) within a dynamically updated and accurate model. It shows the impact of incidents, ensuring no new service goes overlooked with dynamic top down and bottoms up service modeling and with monitoring automation. Aggregate all our your Hybrid IT resources into a single view with 200+ technology integrations. OpsBridge solution templates and management packs provide deep rich domain specific monitoring including: infrastructure, databases, Microsoft environments, SAP environments, middleware, cloud, big data, application platforms, automation, load balancers, and web servers. The data is integrated into collect once store one technology(COSO), a containerized common data collection and storage for real time streaming data ingestion and processing. - Consolidate Data and Reduce Noise: IT experts advise that application of common data ingestion and algorithmic Big Data driven analytics to all your data is the key to improving service excellence. OpsBridge includes analytics and is based on 50+ patents for high-speed, high-volume data analysis. Automated log, metric, and event analysis, plus anomaly detection, proactively alerts operators to abnormal activity and uncovers the most relevant insights from hundreds of millions of records to help your team better prioritize. With “time machine” replay, which correlates disparate data over any time period and in relation with topology graphs, users can visualize with ease when the problem started and find the offending resource.To enhance your control of virtualized resources and dynamically changing workloads, OpsBridge proposes optimized recipes of your resources. This gives you the ability to visualize resources, forecast their allocation impact, and master costs to set the right level of service. - Automate AIops: OpsBridge incorporates all 11 AIOps capabilities, from agent-based intelligence and realtime performance analytics to multi-mode stream-based and topology-based correlation of event streams over time and across dependencies. - Robotize Processes and Remediation: With more than 5,000 runbooks to choose from, including hundreds of out-of-the-box integrations to popular IT Service Management tools, OpsBridge simplifies and accelerates automation of tasks such as remedial actions, notifications, and recovery procedures. Orchestration of complex and conditional execution and rollback provides the means to strengthen compliance, remove manual errors, and develop Robotic Process Automation (RPA) to slash costs and drive compliance, releasing rare resources for more important business priorities. Adapting to changing circumstance is a core requirement for an agile organization. That’s the DevOps methodology, and OpsBridge supports it with: > A dynamically updating model that reflects the deployment of new application and infrastructure instances, automatically activating the required monitoring. > Robotized features for ChatOps-based collaboration across teams and tools such as Sitescope, OpsBridge Reporter and Operations Orchestration > Automated tasks that are used to capture and share vital production information to the extended teams, as well as activating alternative configurations to keep your business on track. - Analyze Application Health: OpsBridge provides probes dispersed across the world, to measure service quality, control SLAs, and application health. That data is also fed to COSO , processed by the AIOps based analytics, and shown in reports and dashboards. - Customize Dashboards and Reporting: The Business Value Dashboard (BVD) can exploit all the status and KPI data at your disposal to provide a TV-like, live channel of business and IT news that the BVD “paints” onto a tablet or any other device with a browser. BVD software can display online information—such as internet news feeds, live programs, and streaming videos—in views developed using popular office tools. BVD can consume historical data stored in COSO, preprocessing and analyzing that data before it is displayed for lightweight reporting. BVD-in-3 provides 3 quick and easy steps to configure tailored dashboards in minutes. OpsBridge Performance Engine and BVD provide highly scalable, real-time performance collection, analysis and graphing for hundreds of metrics and consume data from COSO. You can build and combine different metrics and IT status information into powerful dashboards that can be easily and quickly tailored into domain or contextually-specific dashboard mashups. Supported Technologies Management Packs are domain-specific add-ons to OpsBridge that provide pre-programed intelligence for that domain, domain specific reports and correlation rules. Full details can be found here: https://www.microfocus.com/media/flyer/automated_aiops_for_the_digital_enterprise_flyer.pdf - Infrastructure AIX CentOS Cluster Debian HPE-UX HyperV IBM LPAR KVM Oracle Enterprise Linux RedHat Solaris Solaris Zone SUSE Ubuntu VMware vSphere Windows XEN - Databases Cassandra Couchbase Apache CouchDB Informix Marklogic Microsoft SQL Server MongoDB MySQL Oracle Database Oracle RAC PostgreSQL Riak SAP Sybase ASE - Microsoft Environments Microsoft Active Directory Microsoft Azure Microsoft Exchange Server Microsoft IIS Microsoft SharePoint Server Microsoft Skype for Business - SAP Environments SAP SAP HANA - Middleware Apache ActiveMQ Apache Kafka Apache Tomcat Apache Web Server Glassfish IBM WebSphere Application Server iPlanet JBoss Memcached Oracle Weblogic Application Server Rabbit MQ Redis Varnish - Cloud Amazon Services (EC2, EBS, ECS, Dynamo DB, Beanstalk Services, AWS Service Status, RDS, ASG, ELB, SQS, RedShift, KMS, S3, AWS Billing, AWS Service Health Dashboards) Microsoft Azure (Azure Data Factory, Azure Data Lake, Virtual Machines, Azure SQL, Storage Account, Azure App Service Plan, Azure Web Apps, Azure Active Directory Discovery, Activity Logs, Windows Activity Logs hosted on the Azure environment, Azure Load Balancer, Multi Instance support for Storage account service) Google Cloud Platform OpenStack Kubernetes - Big Data Apache Falcon Apache Flume Apache Oozie Apache Spark Apache Storm Apache Zookeeper Hadoop (Apache, Cloudera distributions) HBase Micro Focus Vertica Database Solr - Application Platforms Docker (certified) Node.js - Automation Chef Jenkins - Generic BIND DHCP File Change Monitor FTP server Generic SMTP JMX Microsoft .NET openssh Perfmon SNMP - Load Balancer HAProxy Nginx - Partner IBM AS/400 IBM DB2 IBM Mainframe - Web Server gUnicorn HTTP Lighttpd - Others Github Postfix - Integrations are connectors to other tools that bring in their data for display and analysis: Ambari AppDynamics Aternity BMC Impact Manager BMC Remedy CA Spectrum Cherwell ITSM CollectD DynaTrace APM (Compuware) Dynatrace Data Center RUM (Do IT WiSE) Dynatrace Data Center RUM (J9) Dynatrace Synthetics (Do IT Wise) ExtraHop Networks Helion Monasca HEP OneView HPE Systems Insight Manager IBM NetCool IBM Tivoli (J9) Micro Focus APM Micro Focus AppPulse Active / Mobile Micro Focus ArcSight Logger / ESM Micro Focus AppManager Micro Focus Network Node Manager i (NNMi) Micro Focus Operations Manager for UNIX Micro Focus Operations Manager for Windows Micro Focus Service Manager Micro Focus Universal CMDB Microsoft SCOM Nagios New Relic Nutanix Oracle Enterprise Manager Propel Service Exchange RemedyForce / Salesforce SAP Solution Manager Service Anywhere ServiceNow (AppLink) ServiceNow (Do IT WiSE) Solarwinds Network Performance Monitor Solarwinds Server and Application Monitor Splunk VMWare vCenter Operations Manager VMware vRealize Operations (VROPS) xMatters Zabbix Zenoss
ServiceNow Incident Management streamlines the process of restoring service following an unplanned disruption. Incident Management allows IT to capture incidents through a self‑service portal, chat, email, phone, and incoming events and prioritize them based on agreed service level targets.
Symantec IT Management Suite enables IT administrators to securely manage the entire lifecycle of desktops, laptops, and servers across Windows, Mac, Linux, Unix, and virtual environments including deployment, asset management, and patch management to reduce costs and increase productivity. IT Management Suite 8.0 brings significant new functionality and enhancements to this already feature rich solution. Before covering what’s new in version 8.0, here’s a quick overview of some of the key capabilities of IT Management Suite: - Reduces the cost of deploying and managing servers, desktops, and laptops from a centralized location in your environment - Discovers, inventories, and tracks all the hardware and software assets in your IT infrastructure and manages the relationships between them in the Configuration Management Database (CMDB) - Centralizes and simplifies patch management. With this solution you can detect and repair security vulnerabilities for Windows, Mac, and Linux operating systems as well as Microsoft and over 50 non-Microsoft applications
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 software platform, SunView provides cost-effective and efficient solutions that enable more responsive IT for the organization.
DERDACK Enterprise Alert® is an alert notification & mobile response software for on-premises and private cloud installation. It increases agility and responsiveness of operations teams in manufacturing, utilities, IT services, transport & 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. This is in particular importance for 24/7 operated mission-critical systems and IT. Enterprise Alert provides automated, and persistent alert notifications by voice, text, push, email and IM. It tracks the delivery of notifications, acknowledgements and replies and reacts automatically on non-delivery or non-reply by utilizing escalation chains, on-call schedules and presence information. Enterprise Alert enables convenient scheduling of on-call duties by drag & drop in any browser. Based on scheduling information it can then alert the right engineers at the right time. Backup engineers and stand-ins are also available. IT service staff or engineers who are alerted often need to communicate with managers, on-call staff of other teams or subject-matter experts. Derdack´s Enterprise Notification Software provides perfect toolset for a real-time, anywhere collaboration experience. Handling critical incidents shouldn’t stop with acknowledging an alert. With our mobile app you can comfortably manage alerts, troubleshoot problems and even resolve them by triggering parameter-based IT automation tasks. The mobile app mobilizes incident management and makes you independent from your monitoring or service desk console. Enterprise Alert has been specifically designed for large and global enterprises and organizations with the highest demands in reliability, productivity, integrations and security. That is why our product is one of the very few, if not the only one, that fully addresses the needs that come with running business-critical operations such as enterprise IT, manufacturing lines, energy & utility creation and distribution.
AlertOps empowers teams to 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 more about how we help organizations automate real-time operations and protect business critical services, visit htttps://alertops.com
Managed Workplace is a complete remote monitoring and network management platform with powerful, integrated security tools and services. With Managed Workplace, service providers can quickly assess vulnerabilities, secure weak points, monitor anomalies, and seamlessly recover data in the event of an attack — all from a single dashboard. Managed Workplace brings a cost-effective, multi-tenant security lens to remote monitoring management — enabling MSPs to grow their business, differentiate their services, and build customer loyalty.
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 configuration and fast onboarding facilitates software transition without touching a single line of code or living in fear of the next upgrade. This intuitive web-based solution generates better time response, time resolution, allowing your teams to collaborate and provide great service for your clients. This integrated system also allows organizations to scale up using cross-departments service catalogs and enable self-service portal to reduce agents’ workload. C2 ATOM also supports asset management, tracking and measuring with relationships and impact analysis. C2 helps your organization modernize ITSM tools and practice to provide extraordinary IT services.
LogicGate enables enterprises to transform disorganized risk and compliance processes into easy to use applications with an intuitive user interface. The platform enables organizations to configure powerful yet pragmatic agile GRC workflows, logic, and rules to reduce their risk exposure and reduce costs associated with managing large compliance programs.
Winner of PC Magazine's Editors' Choice award for Contract Management. Awarded InfoTech Research Group's "Best Value" for Service Desk three years in a row. Over 3 million users at companies ranging from small enterprises to U.S. government agencies and Fortune 100 companies depend on Agiloft's innovative applications to automate processes such as: • Contract and Vendor Management • Help Desk • Custom Workflow • Asset Management • Change Management • Document Management • SOX Compliance These applications come with a robust feature set and are built on our unique adaptive technology that allows deep and rapid customization to your specific needs using just a browser, eliminating the need for custom code. All applications are fully integrated because they are built on the same adaptive core, eliminating data silos and making critical information visible and actionable throughout your enterprise. Agiloft makes it easy to automate even the most sophisticated, unique, and complex business processes. And with our agile solution, you won’t need to reinvent the wheel every time your process changes or your business grows. Agiloft effortlessly adapts to meet the needs of your business over time, without added costs. Contact us today for a custom demo!
At Issuetrak, we implement all kinds of help desk & support systems for all kinds of industries and departments. We help businesses like yours track tickets, issues, & requests from submission to resolution. Issuetrak gives your team the tools they need to make sure no ticket or issue falls through the cracks. Issuetrak also helps streamline your day-to-day processes and operations with workflow tools that bring visibility and accountability to your team. We specialize in help desk, issue tracking, workflow, customer support, & complaint management. The Features You Need Most Automation, Reporting, Custom Forms, Alerts, Knowledge Base, & More • Automatic assignment, alerts/notifications, escalations • Easy ticket/issue/request submission via email, mobile, web portal, or web form • At-a-glance Dashboard metrics plus detailed, customized reporting • Templates, customizable forms, & user-defined fields • Task management & workflow branching • Even more: Asset Management, Active Directory, Billing, & Surveys
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 dashboards, app-screens, terminology, and automated processes to fulfill your service goals. Invest in a product that works exactly the way you do.
Axios Systems is committed to delivering innovative IT Service Management (ITSM) and IT Operations Management (ITOM) solutions that help customers not only improve their infrastructure operations, but also enhance service delivery across business functions, including HR, Facilities Management and Finance. Axios is recognized as a world leader by leading analysts and their global client base, with a 100% focus on service management technologies. Axios’s enterprise software, assyst, is purpose-built to transform IT departments into profitable business-focused customer service teams. assyst adds tangible value to each client’s organization by building on the ITIL® framework to help solve their business challenges across the organization. assyst is accredited for all 16 PinkVERIFY™ ITIL® processes, and Axios was the first vendor to achieve this within a single solution. Axios is headquartered in the UK, with offices across Europe, the Americas, Middle East and Asia Pacific. For more information about Axios Systems, please visit our website at www.axiossystems.com.
Neptune.io is a SaaS platform to automate your incident response. It integrates with your monitoring and alerting tools like NewRelic, Nagios, Pagerduty, CloudWatch etc. and lets you automate the remediation with any of the actions from its rich action suite. In addition to auto-remediation, Neptune acts as a single pane of glass for your ops team by helping with analytics, context gathering, reporting, collaboration while working on incidents, etc.
4me is the first enterprise service management application specifically built to support the Service Integration and Management (SIAM) approach. It allows the internal and external service providers of an enterprise to collaborate while 4me keeps track of the service levels. 4me also offers, by far, the fastest global response times and the most user-friendly interface. 4me supports the full range of IT and Enterprise Service Management capabilities alongside strong Project and Portfolio Management At 4me, we believe in a simple pay per user model without additional modules and other hidden costs. A model that scales up but also scales down with your organization to make sure you pay for what you actually use.
Visual Command Center enables enterprises to can gain situational awareness and risk resilience on an unprecedented scale. Through real-time threat intelligence, situational awareness, and integrated response and collaboration across the enterprise, security and risk professionals can better mitigate or eliminate the impact of critical events to their organization.
Complete visibility of network traffic is key to managing your network, protecting your assets, and investigating security incidents. Whether you need to monitor traffic in remote offices, in an isolated data closet, or in a data center, FlowPro provides the information you need to perform root-cause analysis of both network performance and security events.
Infogix ER workflow capabilities allows users to efficiently investigate and resolve cases and operational, financial, or customer exceptions. Enterprises demand accurate and timely resolution to cases in order to accelerate the reconciliation and resolution management process. Infogix ER is a fully service-oriented architecture (SOA) enabled solution that is configured to your business processes, allowing you to efficiently manage and prioritize workflows.