# Best Enterprise Incident Management Software - Page 2 ## How Many Incident Management Software Products Does G2 Track? **Total Products under this Category:** 133 ### Category Stats (Aug 2026) - **Average Rating:** 4.43/5 (↑0.01 vs Jul 2026) The average rating of products in this category, based on all submitted ratings - **Top Trending Product:** SAS Fraud, Anti-Money Laundering & Security Intelligence (+0.51%) - Among all products in this category, SAS Fraud, Anti-Money Laundering & Security Intelligence recorded the largest rating increase compared to last month _Last updated: August 01, 2026_ ## How Does G2 Rank Incident Management Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 17,500+ Authentic Reviews - 133+ 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. ## G2 Grid® for Incident Management Software ![G2 Grid® for Incident Management Software plotting products by satisfaction and market presence](https://www.g2.com/categories/incident-management/grids.png?focus%5B%5D=71310&focus%5B%5D=25671&focus%5B%5D=5231&focus%5B%5D=139215&focus%5B%5D=2864&focus%5B%5D=17254&focus%5B%5D=27129&focus%5B%5D=167999) Highlighted products: ServiceNow IT Service Management, NinjaOne, Jira Service Management, New Relic, Freshservice, PagerDuty, xMatters, and incident.io. Underlying data: [Grid® JSON](https://www.g2.com/categories/incident-management/grids.json?focus%5B%5D=servicenow-it-service-management&focus%5B%5D=ninjaone&focus%5B%5D=jira-service-management&focus%5B%5D=new-relic&focus%5B%5D=freshservice&focus%5B%5D=pagerduty&focus%5B%5D=xmatters&focus%5B%5D=incident-io&segment=enterprise) **Sponsored** ### Rootly Rootly is the AI-native on-call and incident management platform that helps you resolve incidents faster, improve system resilience, and streamline on-call operations. It’s your always-on production AI agent that automates root cause analysis and identifies patterns that drive continuous improvement—trusted by thousands of companies like NVIDIA, Replit, Elastic, Canva, Clay, DoorDash, SoFi, and Superhuman. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=1040&secure%5Bchosen_at%5D=2026-08-03T02%3A54%3A10Z&secure%5Bdisplayable_resource_id%5D=1040&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=1040&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=164922&secure%5Bresource_id%5D=1040&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fincident-management%2Fenterprise%3Fpage%3D2%26segment%3Denterprise&secure%5Btoken%5D=4f1d26f7a13584428b540a40cc485bb98301519f65ddf5ee7be5f1f2f135cda8&secure%5Burl%5D=https%3A%2F%2Fwww.rootly.com%2Fdemo&secure%5Burl_type%5D=custom_url) ### [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:** 156 #### How Do G2 Users Rate Grafana Labs? - **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) #### Who Is the Company Behind Grafana Labs? - **Seller:** [Grafana Labs](https://www.g2.com/sellers/grafana-labs) - **Year Founded:** 2014 - **HQ Location:** New York - **Twitter:** @grafana 71,444 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=55deb351586ac844302bd5b232ffaab97f2744e502c2117dd39cd597287e80d7&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F11062162%2F&secure%5Burl_type%5D=linkedin_company_website) 1,842 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Software Engineer, DevOps Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 45% Medium, 28% Large #### What Do G2 Reviewers Say About Grafana Labs? _AI-generated summary from verified user reviews_ ##### Pros - Users praise Grafana for its **intuitive and flexible data visualization** , enhancing their ability to monitor performance effectively. - Users appreciate the **ease of use** of Grafana, enjoying seamless integration and intuitive dashboard setup for monitoring. - Users value the **intuitive and flexible dashboard usability** of Grafana, enhancing their data visualization experience effortlessly. - Users value the **real-time monitoring** capabilities of Grafana Labs, enabling effective visualization and quick response to system performance. - Users value the **flexibility and clarity** of Grafana for effective monitoring and visualization of metrics. ##### Cons - Users find the **learning curve steep** , with initial setup, navigation, and documentation proving challenging for new users. - Users often face a **complex setup** process with Grafana Labs, making initial dashboard configuration challenging for newcomers. - Users find the **learning difficulty** of Grafana frustrating, especially with complex setups and a clumsy interface. - Users find the **difficult learning curve** challenging, particularly when creating advanced dashboards or configurations. - Users find the **initial setup and configuration complex** , making it challenging for newcomers to effectively utilize Grafana Labs. #### What Are Recent G2 Reviews of Grafana Labs? **["Powerful, Flexible Observability with Grafana Labs"](https://www.g2.com/survey_responses/grafana-labs-review-12426276)** **Rating:** 4.5/5.0 stars _— ALISHETTI S._ [Read full review](https://www.g2.com/survey_responses/grafana-labs-review-12426276) **["Flexible, Clear Dashboards with Powerful Integrations and Alerting"](https://www.g2.com/survey_responses/grafana-labs-review-12415989)** **Rating:** 5.0/5.0 stars _— Jayanth Sai E._ [Read full review](https://www.g2.com/survey_responses/grafana-labs-review-12415989) #### What Are G2 Users Discussing About Grafana Labs? - [What framework does Grafana use?](https://www.g2.com/discussions/what-framework-does-grafana-use) - [What are the components of Grafana?](https://www.g2.com/discussions/what-are-the-components-of-grafana) - [What are the benefits of Grafana?](https://www.g2.com/discussions/what-are-the-benefits-of-grafana) - [What is Grafana software used for?](https://www.g2.com/discussions/what-is-grafana-software-used-for) ### [OnPage](https://www.g2.com/pt/products/onpage/reviews) A OnPage oferece uma ampla gama de soluções, incluindo Comunicação e Colaboração Clínica, Gestão de Plantão, alertas de TI e automação de Roteamento de Chamadas. A plataforma permite que as organizações entreguem instantaneamente notificações urgentes para a equipe de plantão certa através de alertas persistentes e de alta prioridade que podem substituir as configurações de silêncio. Com agendamento de plantão e gestão de escalonamento integrados, roteamento avançado como distribuição de alertas em round-robin, mensagens seguras com alertas de alta prioridade (paging), mensagens baseadas em função e em grupo, relatórios de incidentes, notificação em massa, mais de 200 integrações e capacidades de relatórios em tempo real, a OnPage ajuda as equipes a responderem mais rapidamente a incidentes críticos de TI, saúde e outros negócios com responsabilidade e garantia. Os respondedores de incidentes em saúde, TI, instalações e outros setores são capacitados a melhorar significativamente seus tempos de resposta com uma plataforma avançada, segura de comunicação crítica e colaboração. Ao unificar automação, mensagens seguras, alertas, colaboração, mensagens em massa e insights analíticos em tempo real, a plataforma desenvolvida pela OnPage suporta fluxos de trabalho complexos com precisão incomparável e garante que notificações urgentes nunca sejam perdidas. Para organizações de saúde, a OnPage oferece uma plataforma abrangente de comunicação e colaboração clínica compatível com HIPAA, projetada para acelerar os tempos de resposta, melhorar a coordenação, promover a interoperabilidade, melhorar os resultados dos pacientes, aumentar a consciência situacional e reduzir riscos. Para equipes de TI e resposta a incidentes em diferentes indústrias, a OnPage fornece uma plataforma automatizada de alertas de incidentes e gestão de plantão, simplificando a resposta a incidentes ao entregar alertas persistentes e em tempo real para os engenheiros de plantão certos, reduzindo o tempo médio de resolução, aumentando a eficiência operacional e permitindo notificações em massa para manter o ecossistema maior informado durante eventos críticos. As soluções da OnPage são amplamente adotadas em várias indústrias, incluindo saúde, TI e serviços gerenciados, manufatura, instalações e serviços de campo. Fundada em 2011, a OnPage é certificada como uma Empresa de Negócios de Mulheres (WBE) pelo Center for Women & Enterprise, um parceiro regional do Women’s Business Enterprise National Council, e defende ativamente empresas de propriedade de mulheres para promover mudanças impactantes. Para saber mais e experimentar a OnPage gratuitamente, visite www.onpage.com. **Average Rating:** 4.3/5.0 **Total Reviews:** 306 #### How Do G2 Users Rate OnPage? - **the product tem sido um bom parceiro comercial?:** 9.0/10 (Category avg: 9.1/10) - **Visualização do ciclo de vida:** 8.0/10 (Category avg: 8.8/10) - **Monitoramento constante:** 8.5/10 (Category avg: 8.9/10) - **Geração de Texto:** 7.6/10 (Category avg: 7.3/10) #### Who Is the Company Behind OnPage? - **Vendedor:** [OnPage](https://www.g2.com/pt/sellers/onpage) - **Website da Empresa:** www.onpage.com - **Ano de Fundação:** 1997 - **Localização da Sede:** Waltham, MA - **Twitter:** @On\_Page 1,063 seguidores no Twitter - **Página do LinkedIn®:** [www.linkedin.com](https://www.g2.com/pt/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=de39b5235896f1aa6d48568e28d4177d86a651e7ecad5e6bf91a0a84de59203f&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F22552%2F&secure%5Burl_type%5D=linkedin_company_website) 35 funcionários no LinkedIn® #### Who Uses This Product? - **Who Uses This:** Proprietário, Médico - **Top Industries:** Hospital e Cuidados de Saúde, Tecnologia da Informação e Serviços - **Company Size:** 53% Small, 30% Medium #### What Do G2 Reviewers Say About OnPage? _AI-generated summary from verified user reviews_ ##### Pros - Os usuários apreciam a **facilidade de uso** do OnPage, elogiando sua navegação intuitiva e configuração rápida para uma comunicação sem interrupções. - Os usuários apreciam o **sistema de notificação 24/7** do OnPage, garantindo que nunca percam alertas de emergência, mesmo no modo DND. - Os usuários apreciam a **configuração fácil** do OnPage, permitindo uma instalação rápida e experiências de inicialização suaves. - Os usuários destacam a **confiabilidade excepcional** do OnPage, garantindo conectividade consistente mesmo em áreas de cobertura desafiadoras. - Os usuários destacam a **configuração fácil** do OnPage, permitindo um processo de instalação rápido e direto. ##### Cons - Os usuários enfrentam dificuldades com a **incapacidade de modificar os tons de alerta** , tornando o trabalho noturno desafiador e as notificações avassaladoras. - Os usuários acham o **som padrão de notificação perturbador** , muitas vezes muito alto e difícil de mudar efetivamente. - Os usuários relatam **problemas de chamada** com o OnPage, destacando dificuldades em fazer chamadas, falta de mensagens de texto e interfaces complexas. - Os usuários acham a interface do OnPage **não amigável** , citando dificuldades na navegação e clareza durante as tarefas de agendamento. - Os usuários experimentam **atrasos no recebimento de códigos de login** , impactando sua capacidade de acessar o OnPage de forma eficiente. #### What Are Recent G2 Reviews of OnPage? **["OnPage torna os alertas críticos difíceis de perder com escalonamentos confiáveis"](https://www.g2.com/pt/survey_responses/onpage-review-12417551)** **Rating:** 5.0/5.0 stars _— David M._ [Read full review](https://www.g2.com/pt/survey_responses/onpage-review-12417551) **["Serviço Confiável com Navegação Fácil e Recursos Personalizáveis"](https://www.g2.com/pt/survey_responses/onpage-review-12415383)** **Rating:** 4.0/5.0 stars _— Kylie G._ [Read full review](https://www.g2.com/pt/survey_responses/onpage-review-12415383) #### What Are G2 Users Discussing About OnPage? - [Para que serve o OnPage?](https://www.g2.com/pt/discussions/what-is-onpage-used-for) - 1 comment ### [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:** 243 #### How Do G2 Users Rate ManageEngine ServiceDesk Plus? - **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) #### Who Is the Company Behind ManageEngine ServiceDesk Plus? - **Seller:** [Zoho](https://www.g2.com/sellers/zoho-b00ca9d5-bca8-41b5-a8ad-275480841704) - **Year Founded:** 1996 - **HQ Location:** Austin, TX - **Twitter:** @Zoho 137,880 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9c8e45ddb296c32c6c5597ef9ba945c94562c57624f7bd1dcf1a9e9931f71578&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F38373%2F&secure%5Burl_type%5D=linkedin_company_website) 30,766 employees on LinkedIn® - **Phone:** +1 (888) 900-9646 #### Who Uses This Product? - **Who Uses This:** System Administrator, IT Manager - **Top Industries:** Information Technology and Services, Financial Services - **Company Size:** 59% Medium, 31% Large #### What Do G2 Reviewers Say About ManageEngine ServiceDesk Plus? _AI-generated summary from verified user reviews_ ##### Pros - Users find ManageEngine ServiceDesk Plus to have a **user-friendly interface** , making it easy for both requesters and technicians. - Users appreciate the **wide range of useful features** in ManageEngine ServiceDesk Plus, which enhances their everyday tasks. - Users find the **user-friendly UI** of ManageEngine ServiceDesk Plus enhances their experience for both requesters and technicians. - Users value the **asset management capabilities** of ManageEngine ServiceDesk Plus for effective tracking and organization. - Users commend the **excellent customer support** of ManageEngine ServiceDesk Plus for prompt and effective issue resolution. ##### Cons - Users find the **complexity of setup and customization** in ManageEngine ServiceDesk Plus to be time-consuming and challenging. - Users find the **complex setup** challenging, making initial configuration and customization time-consuming and difficult. - Users find the **learning curve steep** due to time-consuming setups, advanced configurations, and significant upgrades requiring relearning. - Users find the **steep learning curve** of ManageEngine ServiceDesk Plus challenging due to complex setup and advanced features. - Users find the **limited features** of ManageEngine ServiceDesk Plus hinder their ability to manage tickets effectively. #### What Are Recent G2 Reviews of ManageEngine ServiceDesk Plus? **["A feature rich tool for IT management."](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-9456796)** **Rating:** 4.5/5.0 stars _— Pawan K._ [Read full review](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-9456796) **["Highly Customizable ITSM with Room for Agile Improvements"](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-12584691)** **Rating:** 4.5/5.0 stars _— Melih ._ [Read full review](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-12584691) #### What Are G2 Users Discussing About ManageEngine ServiceDesk Plus? - [What is ManageEngine ServiceDesk Plus used for?](https://www.g2.com/discussions/what-is-manageengine-servicedesk-plus-used-for) - 1 comment, 1 upvote - [What is ServiceDesk profile?](https://www.g2.com/discussions/what-is-servicedesk-profile) - 1 upvote - [How much does ManageEngine cost?](https://www.g2.com/discussions/how-much-does-manageengine-cost) - [What is ManageEngine software?](https://www.g2.com/discussions/what-is-manageengine-software) - [What is ManageEngine ServiceDesk plus?](https://www.g2.com/discussions/what-is-manageengine-servicedesk-plus) ### [FireHydrant](https://www.g2.com/products/firehydrant-firehydrant/reviews) Sound the alarm, assemble the team, and work the problem — all without a single swivel of the chair. FireHydrant is the only all-in-one incident management platform that helps teams manage incidents from the moment something seems off until you’ve learned from the retro. Companies like DocuSign, LaunchDarkly, 1Password, Duo, Snyk, and many more use FireHydrant to reduce manual work, get everyone on the same page, and improve time to resolution. Here’s how FireHydrant works across the entire incident lifecycle: Team-based alerting and on-call scheduling You built it, you own it, and now you can design the schedules, rules, and escalation policies you need for it. Get ultimate control over on-call management. Automated, unified incident response Confidently move from declared to resolved in a shared workspace that brings your team and tools together in Slack or Teams without all the context switching. Actionable learnings and analytics Automatic data capture, guided retrospectives, and built-in metrics on everything from alert-to-noise to MTTX cement insight-driven improvement in your culture. AI-enhanced response and insights Like having an expert on-call engineer by your side, our AI transcribes video meetings, creates incident summaries and Status Page updates, and provides instant context on existing issues. AI-enhanced Retrospectives analyze your incident data to provide root cause analysis, key findings, and contributing factors. Checking the boxes? We’ve got you covered: ✅ API-first, over 350 API endpoints, SDKs ✅ 35+ integrations with tools like PagerDuty, Slack, DataDog and more ✅ Terraform provider ✅ Run incidents from Slack, Teams, or the web UI ✅ SOC II compliant ✅ AI-enhanced **Average Rating:** 4.5/5.0 **Total Reviews:** 142 #### How Do G2 Users Rate FireHydrant? - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.7/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.3/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.3/10 (Category avg: 7.3/10) #### Who Is the Company Behind FireHydrant? - **Seller:** [FireHydrant](https://www.g2.com/sellers/firehydrant) - **Year Founded:** 2018 - **HQ Location:** New York, New York - **Twitter:** @FireHydrant 1,262 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=1d9458171c317e096f8653e0447d900d24591058be117cbb5a11482c708f76c2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffirehydrant%2F&secure%5Burl_type%5D=linkedin_company_website) 27 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Software Engineer - **Top Industries:** Financial Services, Computer Software - **Company Size:** 50% Medium, 45% Large #### What Do G2 Reviewers Say About FireHydrant? _AI-generated summary from verified user reviews_ ##### Pros - Users love the **seamless Slack integration** , enhancing incident management with effortless communication and updates. - Users value the **seamless integrations** with platforms like Slack and Jira, enhancing their incident management experience. - Users find FireHydrant to be **easy to use** , with an intuitive UI and excellent integration options. - Users value the **automation of incident response** , enhancing efficiency and reducing errors in critical processes. - Users praise the **exceptional customer support** of FireHydrant, highlighting responsiveness and effective communication for enhancements. ##### Cons - Users express a need for **missing features** in FireHydrant, particularly in analytics and alerting capabilities. - Users find the **complexity of the interface** and options overwhelming, causing a steep learning curve. - Users find the **confusing teams structure** and unclear licensing model hinder effective use of FireHydrant. - Users experience **feature limitations** with FireHydrant, seeking better customization and reporting options for their needs. - Users feel **limited features** hinder their analytics and reporting capabilities, requiring additional tools for effective data management. #### What Are Recent G2 Reviews of FireHydrant? **["FireHydrant’s Guided Workflows and Monitoring Integrations Shine"](https://www.g2.com/survey_responses/firehydrant-review-11930299)** **Rating:** 5.0/5.0 stars _— Zoie S._ [Read full review](https://www.g2.com/survey_responses/firehydrant-review-11930299) **["FireHydrant Makes Incident Notifications Effortless and Keeps the Right People Informed"](https://www.g2.com/survey_responses/firehydrant-review-12804478)** **Rating:** 5.0/5.0 stars _— Gunther C._ [Read full review](https://www.g2.com/survey_responses/firehydrant-review-12804478) #### What Are G2 Users Discussing About FireHydrant? - [What is Blameless used for?](https://www.g2.com/discussions/what-is-blameless-used-for) - 1 comment, 1 upvote ### [DERDACK Enterprise Alert](https://www.g2.com/products/derdack-enterprise-alert/reviews) 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. 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. Feel free to explore our cloud product SIGNL4: https://www.g2.com/products/signl4-derdack **Average Rating:** 4.8/5.0 **Total Reviews:** 47 #### How Do G2 Users Rate DERDACK Enterprise Alert? - **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.6/10 (Category avg: 8.8/10) - **Constant Monitoring:** 10.0/10 (Category avg: 8.9/10) #### Who Is the Company Behind DERDACK Enterprise Alert? - **Seller:** [Derdack](https://www.g2.com/sellers/derdack) - **Year Founded:** 1999 - **HQ Location:** Potsdam, Germany - **Twitter:** @Derdack 10,176 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=bde1c4874caf6fb283ca097978f4a4cfc33fed76aae97d7a6e03e659de188247&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F136208%2F&secure%5Burl_type%5D=linkedin_company_website) 32 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Information Technology and Services - **Company Size:** 59% Large, 27% Medium #### What Do G2 Reviewers Say About DERDACK Enterprise Alert? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **reliable and customizable alerting system** of DERDACK Enterprise Alert, enhancing their monitoring experience. - Users praise the **skilled and responsive customer support** of DERDACK Enterprise Alert, enhancing the product experience significantly. - Users find DERDACK Enterprise Alert **easy to use** , appreciating its reliability and customizable alerting policies. - Users value the **quick and skilled support team** of Enterprise Alert, enhancing the product’s flexibility and effectiveness. - Users value the **customization options** of DERDACK Enterprise Alert, tailoring the product to meet specific needs effectively. ##### Cons - Users feel the **outdated interface** of DERDACK Enterprise Alert needs refreshing but remains user-friendly. #### What Are Recent G2 Reviews of DERDACK Enterprise Alert? **["Versatile tool for alerting"](https://www.g2.com/survey_responses/derdack-enterprise-alert-review-7551115)** **Rating:** 5.0/5.0 stars _— Charles B._ [Read full review](https://www.g2.com/survey_responses/derdack-enterprise-alert-review-7551115) **["Robust and flexible"](https://www.g2.com/survey_responses/derdack-enterprise-alert-review-3290846)** **Rating:** 5.0/5.0 stars _— Mark S._ [Read full review](https://www.g2.com/survey_responses/derdack-enterprise-alert-review-3290846) #### What Are G2 Users Discussing About DERDACK Enterprise Alert? - [What is a alert notification?](https://www.g2.com/discussions/what-is-a-alert-notification) - [What are software alerts?](https://www.g2.com/discussions/derdack-enterprise-alert-what-are-software-alerts) - [What is Enterprise Alert System?](https://www.g2.com/discussions/what-is-enterprise-alert-system) - [What is Derdack Enterprise Alert?](https://www.g2.com/discussions/what-is-derdack-enterprise-alert) ### [OpenText Operations Bridge (OpsBridge)](https://www.g2.com/pt/products/opentext-operations-bridge-opsbridge/reviews) A Micro Focus agora faz parte da OpenText! O OpenText™ Operations Bridge (OpsBridge) monitora e analisa automaticamente a saúde e o desempenho dos recursos de TI Híbrida em qualquer dispositivo, sistema operacional, banco de dados, aplicativo ou serviço em todos os tipos de dados. Com capacidades líderes de mercado em AIOps, incluindo motores de consolidação de eventos e tecnologia de redução de ruído, ele integra de forma única a consciência de serviço de ponta a ponta com capacidades de correlação de eventos baseadas em regras e aprendizado de máquina. Problemas identificados usando um lago de dados grande do Vertica e aprendizado de máquina, por exemplo, para identificar logs significativos, podem ser remediados manual ou automaticamente com automação e orquestração de runbook flexível. Essas capacidades também se aplicam a mais de 200 integrações com ferramentas de terceiros e pilhas de tecnologia. Os stakeholders executivos obtêm insights acionáveis em qualquer dispositivo que tenha um navegador com painéis personalizados mostrando status vital, KPIs de negócios e de TI. Monitoramento de Nuvem Híbrida para a Empresa Digital A TI Híbrida rapidamente se tornou o novo normal, e as equipes de operações de TI são esperadas para oferecer opções de infraestrutura tanto em nuvem quanto no local, conforme melhor atender às necessidades do aplicativo ou serviço. As equipes de operações de TI devem se adaptar a novas tecnologias, adotar novos fornecedores de nuvem e outros serviços escolhidos pelo negócio, e monitorar novos aplicativos e lançamentos de aplicativos com frequência crescente. O OpenText™ OpsBridge explora todas as capacidades de AIOps para consolidar e analisar todos os seus dados. Ele reduz volumes de eventos, isola a causa raiz e fornece chatbots para ChatOps. Inclui automação para remediar problemas rapidamente enquanto reduz erros humanos com mais de 8000 runbooks fornecidos – ou você pode construir o seu próprio. Entregue o que o Negócio Precisa Quando Precisa Projetado para entregar valor real de negócios, o OpenText™ OpsBridge integra todas as suas ferramentas e automatiza tarefas manuais. Ele foca as equipes de operações nos serviços de negócios e usuários sendo impactados ao identificar automaticamente a causa raiz mais rápido do que nunca antes possível. Análises inteligentes de AIOps embutidas impulsionam a análise histórica, aplicando aprendizado de máquina e mais de 50 algoritmos patenteados a logs, eventos, métricas e topologia, que é muito mais poderoso do que apenas busca. Benefícios Chave - Aumento da eficácia (tempo, dinheiro, recursos) de ferramentas e serviços - Redução de esforço e tempo para processar solicitações de serviço e resolver problemas - Confiança das linhas de negócios na capacidade da TI de entregar serviços consistentes e em conformidade - Necessidades e estratégias de negócios que estão no prazo e orçamento, e em colaboração mais forte com a TI - Redução do risco de negócios, melhor desempenho de preço de serviço e tempo de mercado acelerado para novos serviços Características Chave - Descoberta e Monitoramento Automatizado de TI Híbrida: A descoberta e o monitoramento consolidam e exploram todos os seus tipos de dados (eventos, métricas, logs e topologia) dentro de um modelo dinamicamente atualizado e preciso. Mostra o impacto dos incidentes, garantindo que nenhum novo serviço passe despercebido com modelagem de serviço dinâmica de cima para baixo e de baixo para cima e com automação de monitoramento. Agregue todos os seus recursos de TI Híbrida em uma única visão com mais de 200 integrações de tecnologia. Os modelos de solução OpsBridge e pacotes de gerenciamento fornecem monitoramento específico de domínio em profundidade, incluindo infraestrutura, bancos de dados, ambientes Microsoft, ambientes SAP, middleware, nuvem, big data, plataformas de aplicativos, automação, balanceadores de carga e servidores web. Os dados são integrados em tecnologia de coleta e armazenamento único (COSO), uma coleta e armazenamento de dados comum em contêiner para ingestão e processamento de dados em tempo real. - Consolidação de Dados e Redução de Ruído: Especialistas em TI aconselham que a aplicação de ingestão comum de dados e análises algorítmicas impulsionadas por Big Data a todos os seus dados é a chave para melhorar a excelência do serviço. OpsBridge inclui análises e incorpora mais de 50 patentes para análise de dados de alta velocidade e alto volume. Análise automatizada de logs, métricas e eventos, além de detecção de anomalias, alerta proativamente os operadores sobre atividades anormais e descobre os insights mais relevantes de centenas de milhões de registros para ajudar sua equipe a priorizar melhor. Com a "reprodução de máquina do tempo", que correlaciona dados díspares em qualquer intervalo de tempo e em relação a gráficos de topologia, os usuários podem visualizar com facilidade quando o problema começou e encontrar o recurso ofensivo. Para melhorar seu controle de recursos virtualizados e cargas de trabalho em mudança dinâmica, OpsBridge propõe receitas otimizadas para seus recursos. Essas receitas dão a você a capacidade de visualizar recursos, prever seu impacto de alocação e dominar custos para definir o nível certo de serviço. - AIOps Automatizado: OpsBridge incorpora todas as 11 capacidades de AIOps, desde inteligência baseada em agentes e análises de desempenho em tempo real até correlação de fluxo de eventos baseada em múltiplos modos e baseada em topologia ao longo do tempo e através de dependências. - Robotização de Processos e Remediação: Com mais de 8.000 runbooks para escolher, incluindo centenas de integrações prontas para uso com ferramentas populares de Gerenciamento de Serviços de TI, OpsBridge simplifica e acelera a automação de tarefas como ações de remediação, notificações e procedimentos de recuperação. A orquestração de execução complexa e condicional e rollback fornece os meios para fortalecer a conformidade, remover erros manuais e desenvolver Automação de Processos de TI (ITPA) para reduzir custos e impulsionar a conformidade, liberando recursos raros para prioridades de negócios mais críticas. Adaptar-se a circunstâncias em mudança é um requisito central para uma organização ágil. Essa é a metodologia DevOps, e OpsBridge a apoia com: \> Um modelo que se atualiza dinamicamente que reflete a implantação de novas instâncias de aplicativos e infraestrutura, ativando automaticamente o monitoramento necessário. \> Recursos robotizados para colaboração baseada em ChatOps entre equipes e ferramentas como Sitescope, OpsBridge Reporter e Operations Orchestration \> Tarefas automatizadas capturam e compartilham informações vitais de produção com as equipes estendidas, bem como ativam configurações alternativas para manter seu negócio no caminho certo. - Analisar a Saúde do Aplicativo: OpsBridge fornece sondas dispersas pelo mundo para medir a qualidade do serviço, controlar SLAs e a saúde do aplicativo. Esses dados também são alimentados para o COSO, processados pelas análises baseadas em AIOps e mostrados em relatórios e painéis. - Personalizar Painéis e Relatórios: O Business Value Dashboard (BVD) pode explorar todos os dados de status e KPI à sua disposição para fornecer um canal ao vivo, semelhante a uma TV, de notícias de negócios e TI que o BVD "pinta" em qualquer dispositivo com um navegador. **Average Rating:** 4.0/5.0 **Total Reviews:** 16 #### How Do G2 Users Rate OpenText Operations Bridge (OpsBridge)? - **the product tem sido um bom parceiro comercial?:** 8.0/10 (Category avg: 9.1/10) - **Visualização do ciclo de vida:** 10.0/10 (Category avg: 8.8/10) - **Monitoramento constante:** 10.0/10 (Category avg: 8.9/10) #### Who Is the Company Behind OpenText Operations Bridge (OpsBridge)? - **Vendedor:** [OpenText](https://www.g2.com/pt/sellers/opentext) - **Ano de Fundação:** 1991 - **Localização da Sede:** Waterloo, ON - **Twitter:** @OpenText 21,565 seguidores no Twitter - **Página do LinkedIn®:** [www.linkedin.com](https://www.g2.com/pt/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=6c339a6555764b5ffce77c3df08d6ed9c9b1cb1ee1baeebac8435f0485b7cca5&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2709%2F&secure%5Burl_type%5D=linkedin_company_website) 23,048 funcionários no LinkedIn® - **Propriedade:** NASDAQ:OTEX #### Who Uses This Product? - **Top Industries:** Tecnologia da Informação e Serviços, Varejo - **Company Size:** 106% Large, 3% Medium #### What Do G2 Reviewers Say About OpenText Operations Bridge (OpsBridge)? _AI-generated summary from verified user reviews_ ##### Pros - Os usuários apreciam as **capacidades poderosas de monitoramento de infraestrutura** do OpenText OpsBridge, melhorando sua eficiência operacional. - Os usuários elogiam as **poderosas capacidades de monitoramento de infraestrutura** do OpenText OpsBridge, melhorando sua eficiência operacional. - Os usuários apreciam a **facilidade de monitoramento** do OpenText OpsBridge, tornando o gerenciamento de infraestrutura direto e eficiente. - Os usuários apreciam as capacidades de **monitoramento de infraestrutura poderosa** do OpenText OpsBridge, aumentando significativamente sua eficiência operacional. ##### Cons - Os usuários relatam problemas significativos de **atraso** com o suporte, pois os tickets frequentemente permanecem sem solução por longos períodos. - Os usuários experimentam **atrasos** significativos com a equipe de suporte, com tickets não resolvidos e solicitações desnecessárias prolongando os problemas. - Os usuários enfrentam desafios com os **problemas de registro** , pois a equipe de suporte frequentemente solicita logs irrelevantes, atrasando as resoluções. - Os usuários estão frustrados com a **equipe de suporte ruim** , pois muitos tickets permanecem sem solução por longos períodos. - Os usuários expressam frustração com o **pobre suporte ao cliente** , pois os tickets não resolvidos levam a perda de tempo e assistência ineficaz. #### What Are Recent G2 Reviews of OpenText Operations Bridge (OpsBridge)? **["Racionalização das Operações de TI com Micro Focus Operations Bridge (OpsBridge)"](https://www.g2.com/pt/survey_responses/opentext-operations-bridge-opsbridge-review-7960528)** **Rating:** 5.0/5.0 stars _— Shubham D._ [Read full review](https://www.g2.com/pt/survey_responses/opentext-operations-bridge-opsbridge-review-7960528) **["Micro foco - gerente de operações"](https://www.g2.com/pt/survey_responses/opentext-operations-bridge-opsbridge-review-6536212)** **Rating:** 5.0/5.0 stars _— Usuário Verificado em Tecnologia da Informação e Serviços_ [Read full review](https://www.g2.com/pt/survey_responses/opentext-operations-bridge-opsbridge-review-6536212) #### What Are G2 Users Discussing About OpenText Operations Bridge (OpsBridge)? - [Para que é usado o Micro Focus Operations Bridge (OpsBridge)?](https://www.g2.com/pt/discussions/what-is-micro-focus-operations-bridge-opsbridge-used-for) ### [LogicManager](https://www.g2.com/products/logicmanager/reviews) LogicManager is an Enterprise Risk Management platform that helps organizations identify, assess, monitor, report, and improve risk management activities across the entire risk lifecycle. Since 2006, LogicManager has supported enterprise risk leaders, process owners, executives, and oversight teams in building risk-based programs that connect people, processes, controls, vendors, objectives, incidents, and reporting in one system. Unlike traditional GRC tools that often manage risks, controls, and compliance activities in isolation, LogicManager’s ERM approach is designed to show how risk moves across the business and how it affects performance, accountability, and decision-making. LogicManager is powered by Risk Ripple Intelligence, a connected risk model that helps organizations understand relationships between risks, controls, processes, departments, vendors, and objectives. This structure helps teams identify hidden dependencies, understand downstream impacts, and create a more complete view of their risk landscape. The platform supports oversight and separation of duties by helping organizations define ownership, assign responsibilities, manage approvals, track issues, monitor controls, and report results to leadership. LogicManager also includes out-of-the-box board reporting and configurable dashboards that help teams communicate risk information clearly to executives, boards, and oversight committees. LogicManager’s Risk Maturity Model provides an umbrella framework for building and maturing a risk program. Because most major risk, compliance, and governance frameworks share a common foundation, the RMM helps organizations address the approximately 90% of requirements that are common across frameworks, leaving teams to focus on the framework-specific 10%. This reduces duplicated effort and gives teams a structured foundation for continuous improvement. Key capabilities and value propositions include: - Manage the full risk lifecycle, from identification and assessment to monitoring, reporting, and program improvement. - Use Risk Ripple Intelligence to connect risks, controls, processes, vendors, departments, and objectives. - Support oversight, accountability, approvals, and separation of duties across risk activities. - Create board-ready visibility with out-of-the-box reports and configurable dashboards. - Accelerate program maturity with the Risk Maturity Model, guided onboarding, embedded expertise, and best-practice frameworks. LogicManager is designed for mid-market and enterprise organizations, especially regulated, complex, or highly distributed teams managing enterprise risk, operational resilience, third-party risk, business continuity, internal controls, issue management, cybersecurity risk, and executive reporting. With LogicManager Expert — LMX — users can access AI-powered guidance based on trusted LogicManager University content to help apply best practices, reduce manual follow-ups, and work more efficiently within their risk program. **Average Rating:** 4.2/5.0 **Total Reviews:** 125 #### How Do G2 Users Rate LogicManager? - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.6/10 (Category avg: 8.8/10) - **Constant Monitoring:** 7.9/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.8/10 (Category avg: 7.3/10) #### Who Is the Company Behind LogicManager? - **Seller:** [LogicManager](https://www.g2.com/sellers/logicmanager) - **Company Website:** www.logicmanager.com - **Year Founded:** 2005 - **HQ Location:** Boston, MA - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7dfba8927402647d99b720769c766b8787511fb67df8385cccc7ea375f063b6c&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1710850%2F&secure%5Burl_type%5D=linkedin_company_website) 55 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Banking, Financial Services - **Company Size:** 31% Medium, 24% Large #### What Do G2 Reviewers Say About LogicManager? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** of LogicManager, highlighting its intuitive and straightforward interface for efficiency. - Users appreciate the **intuitive design** of LogicManager, making it easy for staff to navigate and complete tasks efficiently. - Users find LogicManager to be **extremely helpful and user-friendly** , providing excellent support for efficient task completion. - Users appreciate the **navigation ease** of LogicManager, allowing them to work efficiently in a busy environment. - Users value the **effective organization** of LogicManager, streamlining complaint resolution and centralizing important information efficiently. ##### Cons - Users struggle with the **lack of clarity** in LogicManager's tools and report creation, finding it unintuitive and complex. - Users find LogicManager **not intuitive** , struggling with complex report creation and unclear instructions for newer users. - Users express frustration over **missing features** , such as limited attachment slots and inadequate AI support for due dates. - Users find the **learning curve steep** with LogicManager, as clarity and intuitiveness can be lacking for newcomers. - Users experience a significant **lack of guidance** , struggling with complicated processes and inadequate support for effective use. #### What Are Recent G2 Reviews of LogicManager? **["Comprehensive GRC and BC/DR Platform"](https://www.g2.com/survey_responses/logicmanager-review-13080257)** **Rating:** 4.0/5.0 stars _— David K._ [Read full review](https://www.g2.com/survey_responses/logicmanager-review-13080257) **["Highly Customizable, Risk-Based Approach with Powerful Relationship Mapping"](https://www.g2.com/survey_responses/logicmanager-review-13112980)** **Rating:** 4.0/5.0 stars _— Verified User in Banking_ [Read full review](https://www.g2.com/survey_responses/logicmanager-review-13112980) ### [Serviceaide ChangeGear](https://www.g2.com/pt/products/serviceaide-changegear/reviews) Ajudamos as empresas a transformar seu serviço e suporte com tecnologias baseadas em IA e automação para melhorar os processos de negócios, aumentar o autoatendimento e reduzir custos. O objetivo é fornecer valor tanto para os usuários quanto para as organizações de suporte, a fim de reduzir a carga de trabalho, melhorar a qualidade do serviço e aumentar a produtividade. ChangeGear é uma solução ITSM escalável e flexível com um agente virtual chamado Luma. ChangeGear está disponível em três níveis: Change Manager, Service Desk e Service Manager. ChangeGear é certificado em 12 processos ITIL. **Average Rating:** 3.9/5.0 **Total Reviews:** 104 #### How Do G2 Users Rate Serviceaide ChangeGear? - **the product tem sido um bom parceiro comercial?:** 8.4/10 (Category avg: 9.1/10) - **Visualização do ciclo de vida:** 7.9/10 (Category avg: 8.8/10) - **Monitoramento constante:** 7.3/10 (Category avg: 8.9/10) - **Geração de Texto:** 6.4/10 (Category avg: 7.3/10) #### Who Is the Company Behind Serviceaide ChangeGear? - **Vendedor:** [Serviceaide](https://www.g2.com/pt/sellers/serviceaide) - **Website da Empresa:** www.serviceaide.com - **Ano de Fundação:** 2016 - **Localização da Sede:** San Jose, California - **Twitter:** @ServiceAide 11 seguidores no Twitter - **Página do LinkedIn®:** [www.linkedin.com](https://www.g2.com/pt/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=863a50a8c62ca4d10d25fa4c75a0028b0f740f8eb3ca6aa0e6c8e1addb2de538&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F10676753%2F&secure%5Burl_type%5D=linkedin_company_website) 75 funcionários no LinkedIn® #### Who Uses This Product? - **Top Industries:** Tecnologia da Informação e Serviços, Hospital e Cuidados de Saúde - **Company Size:** 50% Medium, 39% Large #### What Do G2 Reviewers Say About Serviceaide ChangeGear? _AI-generated summary from verified user reviews_ ##### Pros - Os usuários valorizam a **gestão eficaz de incidentes** no Serviceaide ChangeGear, melhorando a coordenação da equipe e a responsabilidade. - Os usuários valorizam a **documentação bem organizada e a integração perfeita** do ChangeGear, aumentando a eficiência nos processos de gerenciamento de mudanças. - Os usuários valorizam os **recursos de colaboração** do Serviceaide ChangeGear, melhorando o trabalho em equipe e reduzindo a falta de comunicação durante os projetos. - Os usuários valorizam a **integração perfeita** do Serviceaide ChangeGear, aumentando a eficiência e simplificando os processos dentro de seus fluxos de trabalho. - Os usuários valorizam os **recursos robustos de gerenciamento de tarefas** do Serviceaide ChangeGear, aumentando a responsabilidade e agilizando os processos de mudança de forma eficaz. ##### Cons - Os usuários acham a **interface desatualizada** do ChangeGear complicada, dificultando a eficiência e a navegação com grandes conjuntos de dados. - Os usuários experimentam **desempenho lento** com o Serviceaide ChangeGear, causando frustrações durante tarefas urgentes e prejudicando a eficiência. - Os usuários frequentemente enfrentam **falta de recursos** no ChangeGear, particularmente com ferramentas de relatórios e processos de aprovação inflexíveis. - Os usuários enfrentam problemas de **carregamento lento** que prejudicam a produtividade, especialmente durante tarefas urgentes e auditorias, causando frustração. - Os usuários enfrentam desafios com **interfaces desatualizadas e rigidez** no ChangeGear, dificultando a flexibilidade e a eficiência durante o uso. #### What Are Recent G2 Reviews of Serviceaide ChangeGear? **["O moral da nossa equipe melhorou desde que começamos a usar o Serviceaide ChangeGear."](https://www.g2.com/pt/survey_responses/serviceaide-changegear-review-11047214)** **Rating:** 4.5/5.0 stars _— Megan P._ [Read full review](https://www.g2.com/pt/survey_responses/serviceaide-changegear-review-11047214) **["Chega de adivinhar quem está fazendo o quê"](https://www.g2.com/pt/survey_responses/serviceaide-changegear-review-11060371)** **Rating:** 4.0/5.0 stars _— Vinicio B._ [Read full review](https://www.g2.com/pt/survey_responses/serviceaide-changegear-review-11060371) #### What Are G2 Users Discussing About Serviceaide ChangeGear? - [What are the benefits and challenges of using Serviceaide ChangeGear for change management?](https://www.g2.com/pt/discussions/what-are-the-benefits-and-challenges-of-using-serviceaide-changegear-for-change-management) - [Para que é usado o Serviceaide ChangeGear?](https://www.g2.com/pt/discussions/what-is-serviceaide-changegear-used-for) ### [Moogsoft](https://www.g2.com/products/moogsoft/reviews) The pioneer of AIOps, advancing enterprise availability with modern ITOps. Why AIOps? At Moogsoft, we understand that every business leader wants to protect and grow revenue, increase customer satisfaction, reduce security, legal and reputational risks, and/or drive down costs. But when something goes wrong it still takes too many people too long to discover the cause and resolve it. Without AIOps, IT teams continue to work in silos, miss and misprioritize issues. As companies have digitally transformed and every company has become a tech company, there are simply too many alerts and tickets, cumbersome manual processes, and not enough resources to do the job. Why Moogsoft? Moogsoft creates an automated connective layer that brings IT Operations, Observability, and Incident Management teams onto the same page. This helps lower your mean time to detect (MTTD), investigate and resolve incidents (MTTR), so you can move from being reactive to proactive. **Average Rating:** 4.5/5.0 **Total Reviews:** 34 #### How Do G2 Users Rate Moogsoft? - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.7/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.7/10 (Category avg: 8.9/10) #### Who Is the Company Behind Moogsoft? - **Seller:** [Moogsoft](https://www.g2.com/sellers/moogsoft) - **Year Founded:** 2012 - **HQ Location:** San Francisco, California - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7886df2ed926834e5eb248c77dcfa8e5c815d3ab1f0fe3132ced0dba45868834&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2FNo-Linkedin-Presence-Added-Intentionally-By-DataOps&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Analyst - **Top Industries:** Information Technology and Services - **Company Size:** 82% Large, 18% Medium #### What Do G2 Reviewers Say About Moogsoft? _AI-generated summary from verified user reviews_ ##### Pros - Users praise the **effective alert processing** and great dashboard features of Moogsoft, enhancing their monitoring experience. - Users value the **effective alert processing** in Moogsoft, complemented by an impressive dashboard for better management. - Users highlight the **awesome dashboard usability** of Moogsoft, enhancing their experience in managing alerts efficiently. - Users commend Moogsoft for its **excellent data visualization** , enhancing alert processing with an impressive dashboard. - Users value the **visibility** provided by Moogsoft’s dashboards, enhancing alert processing and overall monitoring efficiency. ##### Cons - Users face **stability issues** with Moogsoft, especially during high load, resulting in downtime and disruptions. - Users often face **performance issues** with Moogsoft, particularly during high load, leading to system downtimes. - Users are frustrated by the **slow loading** issues in Moogsoft, especially during peak usage times. - Users report **slow performance** in Moogsoft during high load, leading to frequent downtime and frustration. #### What Are Recent G2 Reviews of Moogsoft? **["Great Product"](https://www.g2.com/survey_responses/moogsoft-review-9363339)** **Rating:** 5.0/5.0 stars _— James C._ [Read full review](https://www.g2.com/survey_responses/moogsoft-review-9363339) **["Excellent product support"](https://www.g2.com/survey_responses/moogsoft-review-7899375)** **Rating:** 4.5/5.0 stars _— Neha G._ [Read full review](https://www.g2.com/survey_responses/moogsoft-review-7899375) #### What Are G2 Users Discussing About Moogsoft? - [Is AIOps equivalent to DevOps?](https://www.g2.com/discussions/is-aiops-equivalent-to-devops) - [What are the benefits of AIOps?](https://www.g2.com/discussions/what-are-the-benefits-of-aiops) - 1 comment - [What type of platform is Moogsoft AIOps?](https://www.g2.com/discussions/what-type-of-platform-is-moogsoft-aiops) - [What is Moogsoft software?](https://www.g2.com/discussions/what-is-moogsoft-software) ### [SolarWinds IT Incident Response (Squadcast)](https://www.g2.com/products/solarwinds-it-incident-response-squadcast/reviews) SolarWinds® Incident Response (formerly Squadcast) is a premier unified incident management platform engineered to help modern enterprises automate response workflows, minimize downtime, and maximize engineering efficiency. Built on a robust Reliability Automation Platform, our solution seamlessly integrates on-call scheduling and incident response into a single, high-visibility interface. In today’s complex hybrid and multi-cloud environments, observability alone isn’t enough. SolarWinds Incident Response bridges the gap between detection and resolution. By unifying alerts from over 200 third-party tools, our platform uses AI-powered correlation and intelligent deduplication to eliminate alert fatigue. For DevOps, SRE, and IT teams, this means a massive reduction in "noise," allowing them to focus on critical system health rather than chasing false positives. Key Benefits for High-Performing Teams include: Accelerated Remediation: Drive significant operational improvements, with customers reporting up to a 68% reduction in Mean Time to Remediation (MTTR) and a 93% improvement in Mean Time to Acknowledge (MTTA). Intelligent On-Call Management: Automate complex scheduling and escalation paths. Ensure the right subject matter expert is reached instantly via Slack, Microsoft Teams, SMS, or mobile app notifications. Proactive SRE Workflows: Move beyond reactive firefighting. Use standardized runbooks, automated post-mortems, and SLO tracking to adopt Site Reliability Engineering (SRE) best practices effortlessly. Real-Time Collaboration: Empower cross-functional "incident swarming" with integrated communication tools and shared visibility, ensuring stakeholders are kept informed through automated status pages. Our mission is to provide the most user-friendly incident management solution on the market. By combining deep observability insights with proactive automation, we empower companies to strengthen system reliability and deliver seamless digital experiences. Whether you are managing on-premises infrastructure or scaling in the cloud, SolarWinds Incident Response provides the structured approach needed to maintain operational resilience. Transform your incident lifecycle from a manual burden into a streamlined, automated engine for continuous improvement. **Average Rating:** 4.4/5.0 **Total Reviews:** 307 #### How Do G2 Users Rate SolarWinds IT Incident Response (Squadcast)? - **Has the product been a good partner in doing business?:** 9.1/10 (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:** 7.4/10 (Category avg: 7.3/10) #### Who Is the Company Behind SolarWinds IT Incident Response (Squadcast)? - **Seller:** [SolarWinds Worldwide LLC](https://www.g2.com/sellers/solarwinds-worldwide-llc) - **Year Founded:** 1999 - **HQ Location:** Austin, TX - **Twitter:** @solarwinds 19,570 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a1765c38bb6352c68352819e76f659e536738a569e70b5125a52a054a2348dc6&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F166039%2F&secure%5Burl_type%5D=linkedin_company_website) 2,824 employees on LinkedIn® - **Ownership:** NYSE: SWI #### Who Uses This Product? - **Who Uses This:** DevOps Engineer, Software Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 50% Medium, 41% Small #### What Do G2 Reviewers Say About SolarWinds IT Incident Response (Squadcast)? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **real-time alerting and scheduling** features of Squadcast, enhancing their incident management experience. - Users appreciate the **simple and user-friendly interface** of SolarWinds IT Incident Response, making it easy to set up and use. - Users find Squadcast's **intuitive navigation and robust automation** streamline incident management and improve team efficiency. - Users value the **wide range of integrations** in SolarWinds IT Incident Response, enhancing centralized incident management across tools. - Users value the **feature-richness** of SolarWinds IT Incident Response, particularly its real-time alerts and reporting capabilities. ##### Cons - Users face **notification issues** with Squadcast, including alert flooding and difficulties in managing notifications effectively. - Users struggle with **alert overload** in Squadcast if configurations are not set up properly, leading to fatigue. - Users find the **missing features** frustrating, with inadequate alerting options and subpar filter functionality affecting usability. - Users report **feature issues** with complex UI and difficulty in performing batch actions for incidents in Squadcast. - Users face **scheduling issues** that complicate management tasks and hinder overall user experience with the app. #### What Are Recent G2 Reviews of SolarWinds IT Incident Response (Squadcast)? **["Powerful On-Call Scheduling, Smart Alert Routing, and Seamless Monitoring Integrations"](https://www.g2.com/survey_responses/solarwinds-it-incident-response-squadcast-review-12238798)** **Rating:** 5.0/5.0 stars _— Manan M._ [Read full review](https://www.g2.com/survey_responses/solarwinds-it-incident-response-squadcast-review-12238798) **["Effortless Implementation and Feature-Rich Integration"](https://www.g2.com/survey_responses/solarwinds-it-incident-response-squadcast-review-11994972)** **Rating:** 4.0/5.0 stars _— Chinthaka J._ [Read full review](https://www.g2.com/survey_responses/solarwinds-it-incident-response-squadcast-review-11994972) #### What Are G2 Users Discussing About SolarWinds IT Incident Response (Squadcast)? - [Can you edit on SquadCast?](https://www.g2.com/discussions/can-you-edit-on-squadcast) - [How much does SquadCast cost?](https://www.g2.com/discussions/how-much-does-squadcast-cost) - 1 comment - [How do you use SquadCast?](https://www.g2.com/discussions/how-do-you-use-squadcast) - [What is SquadCast?](https://www.g2.com/discussions/squadcast-what-is-squadcast) - 2 comments ### [Xurrent ITSM](https://www.g2.com/products/xurrent-itsm/reviews) Xurrent is an AI-powered service and operations management platform that unifies ITSM, IT operations, and incident management on a single system of record. With an always-on AI fabric and deep automation, Xurrent helps teams eliminate silos, reduce MTTR, and keep the business running smoothly. **Average Rating:** 4.6/5.0 **Total Reviews:** 83 #### How Do G2 Users Rate Xurrent ITSM? - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.5/10 (Category avg: 8.8/10) - **Constant Monitoring:** 7.1/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.7/10 (Category avg: 7.3/10) #### Who Is the Company Behind Xurrent ITSM? - **Seller:** [Xurrent](https://www.g2.com/sellers/xurrent) - **Company Website:** www.xurrent.com - **Year Founded:** 2010 - **HQ Location:** Santa Barbara, US - **Twitter:** @4me 250 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b32f9214e90dab74973cbde38ad788cfccabe9b8d5f3a6fb5bbeade42b9a5a3b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fxurrent%2F&secure%5Burl_type%5D=linkedin_company_website) 174 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Information Technology and Services, Insurance - **Company Size:** 51% Large, 30% Medium #### What Do G2 Reviewers Say About Xurrent ITSM? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** of Xurrent ITSM, benefiting from a seamless and intuitive interface. - Users commend Xurrent ITSM for its **effective service delivery and scalability** , driving efficiencies across various departments. - Users value the **collaborative features** of Xurrent, enhancing service delivery and support through seamless integration and communication. - Users value the **intuitive user interface and seamless integration** of Xurrent ITSM, enhancing their overall experience and efficiency. - Users commend the **intuitive user interface** of Xurrent ITSM, enhancing incident management and service requests effortlessly. ##### Cons - Users express frustration over **limited features** in Xurrent ITSM, wishing for more advanced capabilities and improved documentation. - Users find Xurrent ITSM lacks **dynamic API lookups** and advanced features, making data management and reporting cumbersome. - Users find the **outdated interface** of Xurrent adds a dated feel, but improvements are on the way. - Users find the **steep learning curve** with Xurrent ITSM challenging, requiring time to adapt to its updates and features. - Users are frustrated by the **frequent bugs** in Xurrent ITSM, making it difficult to keep up with updates. #### What Are Recent G2 Reviews of Xurrent ITSM? **["Diamond in a rough"](https://www.g2.com/survey_responses/xurrent-itsm-review-11661901)** **Rating:** 5.0/5.0 stars _— George E._ [Read full review](https://www.g2.com/survey_responses/xurrent-itsm-review-11661901) **["Practical intuitive ITSM with continuous improvements"](https://www.g2.com/survey_responses/xurrent-itsm-review-11662894)** **Rating:** 5.0/5.0 stars _— Nils L._ [Read full review](https://www.g2.com/survey_responses/xurrent-itsm-review-11662894) #### What Are G2 Users Discussing About Xurrent ITSM? - [What is 4me used for?](https://www.g2.com/discussions/what-is-4me-used-for) ### [C2 ITSM](https://www.g2.com/products/c2-itsm/reviews) C2 ITSM is a comprehensive IT service management solution designed to help organizations of all sizes streamline their IT operations, boost productivity, and enhance customer service. Built on a flexible and customizable framework, C2 ITSM adapts to the unique workflows and processes of each organization, offering a tailored approach to IT service management that aligns with specific operational requirements. Targeted primarily at IT departments across various sectors, C2 ITSM is particularly beneficial for organizations that manage a high volume of service requests and require efficient incident and problem resolution. The platform is equipped to handle a wide range of use cases, from automating repetitive tasks to providing a centralized configuration management database (CMDB) that offers complete visibility into IT assets and configurations. By adhering to ITIL's best practices, C2 ITSM enables organizations to effectively manage incidents, problems, changes, and assets, ultimately leading to improved service delivery and customer satisfaction. Key features of C2 ITSM include robust incident and problem management capabilities, which empower IT teams to resolve issues quickly and efficiently. The platform also offers change management tools that facilitate the implementation of changes with minimal disruption to ongoing operations. Additionally, the asset management feature provides valuable insights into the lifecycle of IT assets, allowing organizations to optimize their resources and reduce operational costs. The user-friendly interface unifies service management processes, simplifying collaboration and communication among team members. C2 ITSM distinguishes itself in the IT service management category by offering seamless integration with existing tools, advanced reporting, and analytics capabilities. This functionality empowers IT teams to make data-driven decisions and enhances their ability to respond proactively to service requests. Furthermore, the solution is backed by a strong support system, including 24/7 North American support and a financially backed 99.9% service level guarantee, ensuring that organizations can depend on C2 ITSM for their IT service management needs. With a proven track record since 2008, C2 ITSM is committed to security and compliance, being hosted in North America and adhering to ISO 27001 and SOC-2 Type II certifications. This dedication to quality and security, combined with an affordable pricing model that avoids costly add-ons, positions C2 ITSM as a reliable choice for organizations seeking to enhance their IT service management capabilities. **Average Rating:** 4.2/5.0 **Total Reviews:** 39 #### How Do G2 Users Rate C2 ITSM? - **Has the product been a good partner in doing business?:** 8.1/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.0/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.7/10 (Category avg: 8.9/10) #### Who Is the Company Behind C2 ITSM? - **Seller:** [SherWeb](https://www.g2.com/sellers/sherweb) - **Year Founded:** 1998 - **HQ Location:** Sherbrooke, Quebec, Canada - **Twitter:** @SherWeb 2,384 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=0853f9a8b7a50923b3a20227d0e517b3bef72fdf6eb1ced7d46be8ed4b40b353&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsherweb%2F&secure%5Burl_type%5D=linkedin_company_website) 935 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Government Administration - **Company Size:** 57% Medium, 40% Large #### What Are Recent G2 Reviews of C2 ITSM? **["Very versatile application"](https://www.g2.com/survey_responses/c2-itsm-review-7129749)** **Rating:** 4.5/5.0 stars _— Stéphane c._ [Read full review](https://www.g2.com/survey_responses/c2-itsm-review-7129749) **["the software is efficient and easy to use"](https://www.g2.com/survey_responses/c2-itsm-review-7129860)** **Rating:** 4.0/5.0 stars _— Marc-Andre D._ [Read full review](https://www.g2.com/survey_responses/c2-itsm-review-7129860) #### What Are G2 Users Discussing About C2 ITSM? - [What is C2 ITSM used for?](https://www.g2.com/discussions/what-is-c2-itsm-used-for) - [‹ Prev‹ Prev](/categories/incident-management/enterprise?order=g2_score#product-list) - [1](/categories/incident-management/enterprise?order=g2_score#product-list) - 2 - Next ›Next › Spotlight Categories [Low-Code Development Platforms](https://www.g2.com/categories/low-code-development-platforms) [Payment Processing Software](https://www.g2.com/categories/payment-processing) [Integration Platform as a Service (iPaaS) Solutions](https://www.g2.com/categories/ipaas) [Retail POS Systems](https://www.g2.com/categories/retail-pos) [Contact Center Software](https://www.g2.com/categories/contact-center) Similar Categories - [Application Portfolio Management](/categories/application-portfolio-management) - [Auto Scaling](/categories/auto-scaling) - [Cloud Cost Management](/categories/cloud-cost-management) - [Cloud Management Platforms](/categories/cloud-management-platforms) - [Cloud Migration Assessment Tools](/categories/cloud-migration-assessment-tools) - [Columnar Databases](/categories/columnar-databases) - [Data as a Service (DaaS)](/categories/data-as-a-service-daas) - [Data Destruction](/categories/data-destruction) - [Data Extraction](/categories/data-extraction-tools) - [Data Governance](/categories/data-governance-tools) - [Data Observability](/categories/data-observability) - [Data Recovery](/categories/data-recovery) - [Digital Employee Experience (DEX) Management](/categories/digital-employee-experience-dex-management) - [Digital Experience Monitoring (DEM)](/categories/digital-experience-monitoring-dem) - [Digital Governance](/categories/digital-governance) [Browse Incident Management Themes](/categories/incident-management/themes) ![Tian Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tian Lin") TL Researched and written by [Tian Lin](https://research.g2.com/insights/author/tian-lin) Updated Products classified in the overall Incident Management category are similar in many regards and help companies of all sizes solve their business problems. However, enterprise business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Enterprise Business Incident Management to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Enterprise Business Incident Management category. In addition to qualifying for inclusion in the Incident Management Software category, to qualify for inclusion in the Enterprise Business Incident Management Software category, a product must have at least 10 reviews left by a reviewer from an enterprise business. Show More * * * ## How Do You Choose the Right Incident Management Software? ### 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. The most reliable incident management software for IT teams and system administrators typically combines fast alert delivery, on-call rotation management, and integration with existing monitoring and collaboration tools into a single platform that runs without interruption during critical incidents. Based on G2 reviews, IT operations and SRE teams evaluate incident management software by comparing MTTR reduction, on-call scheduling flexibility, and how cleanly the platform integrates with existing monitoring, ticketing, and chat tools. ### 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.  Based on G2 reviews, the best incident management software for MTTR automation lets IT engineering teams reduce mean time to acknowledge and mean time to resolve through automated alert routing, on-call scheduling, and pre-built response workflows that page the right responder without manual triage. Reviewers describe the best incident management tools for on-call scheduling and alert routing as those that combine flexible rotation policies, intelligent escalation paths, and direct integration with Slack, Jira, and major monitoring tools, so on-call engineers spend less time managing communication and more time fixing the actual problem. SRE and DevOps teams point to automated response chains and incident timelines built in the background as the features that separate platforms they actively use during outages from ones that add operational overhead. 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.  Based on G2 reviews, incident management software with ITIL SLA tracking is a frequent evaluation criterion for mid-size IT teams looking to formalize incident, problem, and change management processes without the implementation lift of enterprise ITSM platforms. Reviewers describe SLA breach alerts, audit-ready incident histories, and structured workflows around incident categorization as the features that move a growing IT team from ad-hoc ticketing into a repeatable service management practice. #### 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.