# Best Enterprise Incident Management Software *By [Tian Lin](https://research.g2.com/insights/author/tian-lin)* 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. ## Top Incident Management Software at a Glance | # | Product | Rating | Best For | What Users Say | |---|---------|--------|----------|----------------| | 1 | [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) | 4.5/5.0 (1,786 reviews) | ITIL-aligned incident workflows with CMDB context | "[ITSM - Go to solution to deal with all IT related services](https://www.g2.com/survey_responses/servicenow-it-service-management-review-6611007)" | | 2 | [NinjaOne](https://www.g2.com/products/ninjaone/reviews) | 4.7/5.0 (4,365 reviews) | Proactive endpoint incident detection with automated remediation | "[Modern RMM with a Powerful Dashboard, Fast Remote Access, and Responsive Support](https://www.g2.com/survey_responses/ninjaone-review-13108834)" | | 3 | [xMatters](https://www.g2.com/products/xmatters/reviews) | 4.5/5.0 (770 reviews) | Multi-channel on-call alerting with workflow automation | "[No-Code Flow Designer and Reliable Multi-Channel Escalations](https://www.g2.com/survey_responses/xmatters-review-12874202)" | | 4 | [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | 4.3/5.0 (963 reviews) | Atlassian-native ITSM with dev-ops integration | "[Seamless Jira Integration That Streamlines Service Requests and Support Workflows](https://www.g2.com/survey_responses/jira-service-management-review-13071435)" | | 5 | [New Relic](https://www.g2.com/products/new-relic/reviews) | 4.4/5.0 (571 reviews) | Full-stack observability with distributed tracing | "[New Relic User Experience Review](https://www.g2.com/survey_responses/new-relic-review-10695865)" | | 6 | [PagerDuty](https://www.g2.com/products/pagerduty/reviews) | 4.5/5.0 (944 reviews) | Multi-channel on-call alerting with escalation policies | "[Reliable paging that keeps our Azure on-call rotation sane](https://www.g2.com/survey_responses/pagerduty-review-12831402)" | | 7 | [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5.0 (1,291 reviews) | ITIL-aligned ticketing with workflow automation | "[Strong visibility and control, but takes effort to get it right](https://www.g2.com/survey_responses/freshservice-review-12723378)" | | 8 | [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) | 4.3/5.0 (776 reviews) | Asset-linked incident tracking with integrated change control | "[Ticketing and Asset Management in One Clean, Reliable Platform](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12714845)" | | 9 | [incident.io](https://www.g2.com/products/incident-io/reviews) | 4.8/5.0 (198 reviews) | Slack-native incident coordination with automated workflows | "[incident.io Streamlines Incident Management with Helpful Automations and Integrations](https://www.g2.com/survey_responses/incident-io-review-13095214)" | | 10 | [Rakuten SixthSense Observability](https://www.g2.com/products/rakuten-sixthsense-observability/reviews) | 4.6/5.0 (52 reviews) | — | "[A very good SAAS monitoring & observability tool](https://www.g2.com/survey_responses/rakuten-sixthsense-observability-review-11287792)" | ## 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=17254&focus%5B%5D=2864&focus%5B%5D=27129&focus%5B%5D=167999) Highlighted products: ServiceNow IT Service Management, NinjaOne, Jira Service Management, New Relic, PagerDuty, Freshservice, 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=pagerduty&focus%5B%5D=freshservice&focus%5B%5D=xmatters&focus%5B%5D=incident-io&segment=enterprise) ## How Many Incident Management Software Products Does G2 Track? **Total Products under this Category:** 128 ### Category Stats (Jul 2026) - **Average Rating**: 4.42/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product**: SAS Fraud, Anti-Money Laundering & Security Intelligence (+0.7%) - Among all products in this category, SAS Fraud, Anti-Money Laundering & Security Intelligence recorded the largest rating increase compared to last month *Last updated: July 15, 2026* ## How Does G2 Rank Incident Management Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 16,800+ Authentic Reviews - 128+ 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. ## Which Incident Management Software Is Best for Your Use Case? - **Best for Small Businesses:** [NinjaOne](https://www.g2.com/products/ninjaone/reviews) - **Best for Mid-Market:** [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - **Best for Enterprise:** [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - **Highest User Satisfaction:** [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - **Best Free Software:** [Freshservice](https://www.g2.com/products/freshservice/reviews) --- **Sponsored** ### Freshservice Freshservice by Freshworks is an AI-powered ServiceOps platform built for modern enterprises that need to move fast without sacrificing control. By unifying ITSM, ITOM, IT asset management, and enterprise service management on a single platform with a shared data layer, Freshservice eliminates the tool sprawl and visibility gaps that slow teams down - creating one source of truth across services, assets, and infrastructure. IT teams get full visibility into their environment: automated discovery, a robust CMDB for impact analysis and root cause resolution, and streamlined incident, problem, change, and major incident management. Beyond IT, Freshservice extends seamlessly to HR, finance, and facilities - giving every business team the same consistent, efficient service experience without the complexity of separate tools. Freshservice comes with a natively embedded AI layer called Freddy AI, that helps agents resolve issues faster, automates employee service requests, and gives leaders the insights they need to make better decisions. The result isn't just faster service; it's a fundamentally more proactive operation that surfaces and resolves issues before they impact employees. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=1040&secure%5Bchosen_at%5D=2026-07-15T10%3A49%3A23Z&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=2864&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%3Fsegment%3Denterprise&secure%5Btoken%5D=1040a62965e5d84ab88d562ff7abb1894bf43827bc2047f9d0aa210ec40ea29a&secure%5Burl%5D=https%3A%2F%2Fwww.freshworks.com%2Ffreshservice%2Flp%2Fmarketplace%2Fitsm%2F%3Futm_source%3Dg2%26utm_medium%3Dg2&secure%5Burl_type%5D=custom_url) --- ## What Are the Top-Rated Incident Management Software Products in 2026? ### 1. [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) ServiceNow IT Service Management (ITSM) is a cloud-based IT service management solution built on the ServiceNow AI Platform that helps IT organizations manage the full lifecycle of IT service delivery, from incident detection to resolution, service requests to change management, on a single platform with a unified data model. ServiceNow ITSM is used by IT teams across industries including financial services, healthcare, technology, manufacturing, and government. It is designed for organizations that need to manage high volumes of IT service requests, incidents, and changes while reducing manual effort and improving response times. Typical users include service desk agents, incident managers, change managers, problem managers, IT operations leaders, and platform administrators. Core capabilities include: 1) Incident management: Automatically classify, prioritize, route, and resolve incidents using AI. AI agents can handle routine issues end-to-end without human intervention, from password resets to common access requests, while escalating complex cases to the right team with full context attached. 2) Change management: Assess risk, automate approvals, and manage change schedules with CMDB-powered impact analysis. Standard and low-risk changes can be automated to reduce bottlenecks, while high-risk changes go through structured review workflows. 3) Problem management: Identify root causes of recurring incidents and create known error records to prevent repeat issues. Problem workflows connect directly to incident data, so patterns surface faster and fixes reach the service desk without manual handoffs. 4) Service request fulfillment: Provide employees with a self-service catalog backed by AI-powered search and a virtual agent that can resolve common requests without a ticket reaching a human agent. 5) Knowledge management: Capture, organize, and surface institutional knowledge so agents and employees can find answers faster. AI suggests relevant knowledge articles during incident handling and self-service interactions, reducing repeat work across the service desk. ServiceNow ITSM uses platform-native AI and AI agents to automate routine IT work that traditionally required manual effort such as ticket classification, assignment, initial diagnosis, and common resolutions. This is distinct from bolt-on AI tools because the AI operates on the same data model as the service management workflows, which means it has real-time access to the CMDB, incident history, change schedules, and knowledge base without requiring separate integrations. The product also connects to ServiceNow IT Operations Management (ITOM), enabling organizations to extend from reactive IT service delivery to proactive and autonomous service operations. When ITSM and ITOM run on the same platform, operational events detected in the infrastructure can automatically generate and route incidents, attach root cause context, and trigger resolution workflows, ultimately reducing the gap between when an issue occurs and when it's resolved. ServiceNow ITSM aligns with ITIL practices and supports organizations at various stages of IT maturity, whether they are consolidating from fragmented point tools or extending an existing ServiceNow deployment into AI-driven automation. **Average Rating:** 4.5/5.0 **Total Reviews:** 1,786 **How Do G2 Users Rate ServiceNow IT Service Management?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.7/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.9/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.3/10 (Category avg: 7.2/10) **Who Is the Company Behind ServiceNow IT Service Management?** - **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow) - **Company Website:** https://www.servicenow.com/ - **Year Founded:** 2004 - **HQ Location:** Santa Clara, CA - **Twitter:** @servicenow (55,548 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/29352/ (35,081 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Consultant, Software Engineer - **Top Industries:** Information Technology and Services, Hospital & Health Care - **Company Size:** 66% Enterprise, 19% Mid-Market #### What Are ServiceNow IT Service Management's Pros and Cons? **Pros:** - Ease of Use (168 reviews) - Incident Management (112 reviews) - Efficiency (100 reviews) - Features (97 reviews) - Automation (85 reviews) **Cons:** - Learning Curve (72 reviews) - Expensive (60 reviews) - Complexity (56 reviews) - Limited Customization (51 reviews) - Customization Difficulty (48 reviews) ### What Do G2 Reviewers Say About ServiceNow IT Service Management? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of ServiceNow IT Service Management, enabling efficient management of all service tasks. - Users appreciate the **rich platform for ITSM** that simplifies ticket management with visual dashboards and ease of use. - Users experience enhanced **efficiency** with ServiceNow, benefiting from streamlined service delivery and comprehensive tracking capabilities. - Users value the **extensive customization and integration capabilities** of ServiceNow IT Service Management for optimal IT processes. - Users appreciate the **strong automation capabilities** of ServiceNow, which streamline IT operations and enhance team communication. **Cons:** - Users find the **learning curve challenging** , requiring significant effort and knowledge to use ServiceNow effectively. - Users find the **licensing and implementation costs too high** , making it difficult for smaller teams to adopt effectively. - Users find the **complexity in configuration and setup** of ServiceNow IT Service Management challenging, especially without expertise. - Users find the **limited customization** options of ServiceNow IT Service Management frustrating, often hindering their data management experience. - Users find **customization difficult** , especially without expertise, leading to a steep learning curve and system complexity. #### What Are Recent G2 Reviews of ServiceNow IT Service Management? **"[ITSM - Go to solution to deal with all IT related services](https://www.g2.com/survey_responses/servicenow-it-service-management-review-6611007)"** **Rating:** 4.5/5.0 stars *— Tarique W.* [Read full review](https://www.g2.com/survey_responses/servicenow-it-service-management-review-6611007) --- **"[Easy Ticketing and Clear Status Tracking in ServiceNow ITSM](https://www.g2.com/survey_responses/servicenow-it-service-management-review-13074245)"** **Rating:** 4.5/5.0 stars *— Balram T.* [Read full review](https://www.g2.com/survey_responses/servicenow-it-service-management-review-13074245) --- #### What Are G2 Users Discussing About ServiceNow IT Service Management? - [What is ServiceNow IT Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-it-service-management-used-for) - 3 comments - [What is service management software?](https://www.g2.com/discussions/what-is-service-management-software) - [What features of ITIL are utilized by the ServiceNow platform?](https://www.g2.com/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) - 1 comment - [What are the features of service management?](https://www.g2.com/discussions/what-are-the-features-of-service-management) - 1 comment - [What is ServiceNow software used for?](https://www.g2.com/discussions/what-is-servicenow-software-used-for) - 2 comments ### 2. [NinjaOne](https://www.g2.com/products/ninjaone/reviews) NinjaOne is the unified IT operations platform that helps IT teams and managed service providers manage, secure, and support every endpoint from a single cloud-native console. Nearly 40,000 customers across 140+ countries use NinjaOne to replace fragmented point tools with one platform built to scale. The platform brings together the core work of modern IT operations: endpoint management, autonomous patch management, vulnerability management, endpoint and SaaS backup, remote access, and IT service desk. Teams monitor and control Windows, macOS, Linux, mobile, and virtual devices in one place, automate routine work with policy-based automation and human-centered AI, and cut the cost and risk that come from running many disconnected tools. NinjaOne serves internal IT teams and MSPs alike, from lean IT departments to mid-market and large enterprise organizations managing distributed, multi-site environments. Common uses include consolidating IT tooling, automating patching for security and compliance, managing distributed and hybrid workforces, improving endpoint visibility, and strengthening backup and ransomware readiness. NinjaOne has maintained a 98 percent customer satisfaction score for more than five years, backed by free unlimited onboarding and 24/7 support in seven languages. Organizations that move to NinjaOne report replacing four or more separate tools with the single platform. NinjaOne is FedRAMP Moderate Authorized and SOC 2 Type II and Type III compliant, and supports audit-ready compliance evidence across frameworks including CMMC, ISO 27001, and HIPAA. The mission behind the platform is simple: unify IT to simplify work, giving IT teams better tools and employees a great technology experience at work. **Average Rating:** 4.7/5.0 **Total Reviews:** 4,365 **How Do G2 Users Rate NinjaOne?** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.5/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.3/10 (Category avg: 8.9/10) - **AI Text Generation:** 6.5/10 (Category avg: 7.2/10) **Who Is the Company Behind NinjaOne?** - **Seller:** [NinjaOne](https://www.g2.com/sellers/ninjaone) - **Company Website:** https://www.ninjaone.com/ - **Year Founded:** 2013 - **HQ Location:** Austin, Texas - **Twitter:** @NinjaOne (3,607 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/6436301/ (2,376 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager, Owner - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 48% Mid-Market, 44% Small-Business #### What Are NinjaOne's Pros and Cons? **Pros:** - Ease of Use (1373 reviews) - Remote Access (867 reviews) - Features (852 reviews) - Automation (820 reviews) - Customer Support (733 reviews) **Cons:** - Missing Features (715 reviews) - Limited Features (396 reviews) - Improvement Needed (372 reviews) - Needs Improvement (362 reviews) - Feature Issues (306 reviews) ### What Do G2 Reviewers Say About NinjaOne? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of NinjaOne, finding it efficient for managing company assets seamlessly. - Users appreciate the **easy navigation and comprehensive remote access** features of NinjaOne for efficient device management. - Users appreciate the **automated updates and alerts** in NinjaOne, enhancing efficiency and simplifying device management. - Users appreciate the **automation capabilities** of NinjaOne, streamlining processes and enhancing productivity effortlessly. - Users highly value the **responsive and knowledgeable customer support** provided by NinjaOne, enhancing their overall experience. **Cons:** - Users find the **missing features** in NinjaOne's MDM and mobile app limit its overall effectiveness and usability. - Users express frustration over **limited features** , wishing for more basic options and better device management capabilities. - Users highlight the need for **improvement in search functionality** and faster delivery of new features in NinjaOne. - Users find the **search function lacking** and desire improved features and a better ticketing dashboard for metrics. - Users report encountering **feature issues** , particularly with function settings and auto-installation of applications. #### What Are Recent G2 Reviews of NinjaOne? **"[Modern RMM with a Powerful Dashboard, Fast Remote Access, and Responsive Support](https://www.g2.com/survey_responses/ninjaone-review-13108834)"** **Rating:** 5.0/5.0 stars *— Jason C.* [Read full review](https://www.g2.com/survey_responses/ninjaone-review-13108834) --- **"[NinjaOne Scripting Made a 60-Store Upgrade a One-Click Overnight Job](https://www.g2.com/survey_responses/ninjaone-review-13108261)"** **Rating:** 5.0/5.0 stars *— Paul J.* [Read full review](https://www.g2.com/survey_responses/ninjaone-review-13108261) --- #### What Are G2 Users Discussing About NinjaOne? - [What is NinjaOne (formerly NinjaRMM) used for?](https://www.g2.com/discussions/what-is-ninjaone-formerly-ninjarmm-used-for) - 2 comments - [Does Office 365 Backup your data?](https://www.g2.com/discussions/does-office-365-backup-your-data) - 3 comments - [What does Dropsuite Backup?](https://www.g2.com/discussions/what-does-dropsuite-backup) - 1 comment ### 3. [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) Jira Service Management is an IT Service Management (ITSM) solution. Built on the Atlassian platform, Jira Service Management enables teams to deliver and manage services for internal and external stakeholders. Teams from Development to IT to HR use Jira Service Management to intake requests from employees, respond to incidents, deploy changes to improve products or services, track assets, surface knowledge, and automate workflows. **Average Rating:** 4.3/5.0 **Total Reviews:** 963 **How Do G2 Users Rate Jira Service Management?** - **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.0/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.9/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.0/10 (Category avg: 7.2/10) **Who Is the Company Behind Jira Service Management?** - **Seller:** [Atlassian](https://www.g2.com/sellers/atlassian) - **Company Website:** https://www.atlassian.com/ - **Year Founded:** 2002 - **HQ Location:** Sydney and San Francisco - **Twitter:** @Atlassian (106,496 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/atlassian (21,081 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 42% Mid-Market, 38% Enterprise #### What Are Jira Service Management's Pros and Cons? **Pros:** - Ease of Use (46 reviews) - Integrations (32 reviews) - Automation (31 reviews) - Ticket Management (31 reviews) - Tracking Ease (29 reviews) **Cons:** - Learning Curve (33 reviews) - Complexity (28 reviews) - Steep Learning Curve (27 reviews) - Complex Setup (22 reviews) - Complex UI (16 reviews) ### What Do G2 Reviewers Say About Jira Service Management? *AI-generated summary from verified user reviews* **Pros:** - Users find **Jira Service Management easy to use** , facilitating collaboration and enhancing service delivery across teams. - Users value the **seamless integration** of Jira Service Management with Atlassian tools for enhanced team collaboration. - Users value the **built-in automation** in Jira Service Management, streamlining ticket management and reducing manual effort. - Users appreciate the **easy ticket management** in Jira Service Management, enhancing efficiency and user experience. - Users appreciate the **easy tracking** features of Jira Service Management, enhancing transparency and efficiency in service management. **Cons:** - Users find the **steep learning curve** of Jira Service Management challenging, especially for newcomers and non-technical teams. - Users find Jira Service Management's **steep learning curve** daunting, especially for new or non-technical teams. - Users find the **steep learning curve** of Jira Service Management challenging, particularly for new or non-technical teams. - Users find the **complex setup** of Jira Service Management challenging, complicating initial adoption for new and non-technical teams. - Users find the **complex UI** of Jira Service Management overwhelming, particularly for quick tasks and new users. #### What Are Recent G2 Reviews of Jira Service Management? **"[Jira Service Management for Efficient Ticket Tracking and Support Workflow](https://www.g2.com/survey_responses/jira-service-management-review-12817846)"** **Rating:** 5.0/5.0 stars *— Priyanka B.* [Read full review](https://www.g2.com/survey_responses/jira-service-management-review-12817846) --- **"[Seamless Jira Integration That Streamlines Service Requests and Support Workflows](https://www.g2.com/survey_responses/jira-service-management-review-13071435)"** **Rating:** 4.5/5.0 stars *— Ravindra N.* [Read full review](https://www.g2.com/survey_responses/jira-service-management-review-13071435) --- #### What Are G2 Users Discussing About Jira Service Management? - [What is Jira Service Management used for?](https://www.g2.com/discussions/what-is-jira-service-management-used-for) - 2 comments, 1 upvote - [What does Jira Service Desk do?](https://www.g2.com/discussions/what-does-jira-service-desk-do) - 1 comment - [Does Jira Service Desk include JIRA software?](https://www.g2.com/discussions/does-jira-service-desk-include-jira-software) - [What are the features of JIRA?](https://www.g2.com/discussions/jira-service-management-what-are-the-features-of-jira) - 1 comment - [Is Jira a service management tool?](https://www.g2.com/discussions/is-jira-a-service-management-tool) - 2 comments ### 4. [New Relic](https://www.g2.com/products/new-relic/reviews) New Relic invented cloud APM for application engineers. Today it is a leader in observability and source of truth for all engineers to make decisions with data across their entire software stack and the software life cycle. There are an estimated 25 million engineers in the world across more than 25 distinct functions. As every company becomes a software company, engineers are using New Relic to gather real-time insights and trending data about the performance of their software so they can be more resilient and deliver exceptional customer experiences. Only New Relic provides an all-in-one platform that is built and sold as a unified experience. With New Relic, customers get access to a secure telemetry cloud for all metrics, events, logs, and traces; powerful full-stack analysis tools; and predictable user-based pricing. New Relic has also curated one of the industry’s largest ecosystems of open source integrations, making it easy for every engineer to get started with observability and use New Relic alongside their other favorite applications. **Average Rating:** 4.4/5.0 **Total Reviews:** 571 **How Do G2 Users Rate New Relic?** - **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.9/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.5/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.9/10 (Category avg: 7.2/10) **Who Is the Company Behind New Relic?** - **Seller:** [New Relic](https://www.g2.com/sellers/new-relic) - **Company Website:** https://newrelic.com - **Year Founded:** 2008 - **HQ Location:** San Francisco, CA - **Twitter:** @newrelic (65,727 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/426253/ (3,053 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 43% Mid-Market, 30% Enterprise #### What Are New Relic's Pros and Cons? **Pros:** - Ease of Use (150 reviews) - Monitoring (117 reviews) - Real-time Monitoring (95 reviews) - Analytics (90 reviews) - User Interface (82 reviews) **Cons:** - Expensive (83 reviews) - Learning Curve (66 reviews) - Complexity (59 reviews) - Pricing Issues (53 reviews) - Difficult Learning (52 reviews) ### What Do G2 Reviewers Say About New Relic? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of New Relic, enjoying its intuitive UI and seamless navigation. - Users value New Relic for its **real-time monitoring** , providing deep insights and timely alerting for optimal performance. - Users value the **real-time monitoring** of New Relic, enabling proactive issue detection and enhancing user experience. - Users love the **detailed analytics** provided by New Relic, benefiting from real-time insights and intuitive dashboards. - Users appreciate the **intuitive interface** of New Relic, which enhances their experience with easy-to-use dashboards. **Cons:** - Users find the **pricing model expensive** , especially for smaller teams or those needing advanced features. - Users find the **steep learning curve** of New Relic challenging, which can hinder quick adoption and efficient use. - Users face a **steep learning curve** and an overwhelming interface, complicating their experience with New Relic. - Users express concern over **high pricing** that may not be justified by the platform's benefits and complexity. - Users find the **difficult learning curve** for NRQL and extensive features challenging, especially for newcomers to New Relic. #### What Are Recent G2 Reviews of New Relic? **"[New Relic User Experience Review](https://www.g2.com/survey_responses/new-relic-review-10695865)"** **Rating:** 5.0/5.0 stars *— bhavik m.* [Read full review](https://www.g2.com/survey_responses/new-relic-review-10695865) --- **"[End-to-End Observability That Makes Troubleshooting Faster](https://www.g2.com/survey_responses/new-relic-review-13057378)"** **Rating:** 4.5/5.0 stars *— Ravindra N.* [Read full review](https://www.g2.com/survey_responses/new-relic-review-13057378) --- #### What Are G2 Users Discussing About New Relic? - [What does observability mean?](https://www.g2.com/discussions/what-does-observability-mean) - [How do you use New Relic?](https://www.g2.com/discussions/how-do-you-use-new-relic) - [What is full stack visibility?](https://www.g2.com/discussions/what-is-full-stack-visibility) - 2 comments - [What is New Relic tool used for?](https://www.g2.com/discussions/what-is-new-relic-tool-used-for) - 1 comment ### 5. [PagerDuty](https://www.g2.com/products/pagerduty/reviews) PagerDuty helps organizations of all sizes deliver seamless digital experiences by providing real-time insights and automation through the PagerDuty Operations Cloud. Designed to manage critical incidents, PagerDuty enables teams to detect, assess, and resolve issues faster, preventing downtime and ensuring business continuity. Key Features and Product Functionality PagerDuty Operations Cloud is the heart of our platform, providing proactive incident response, on-call management, automated workflows, and AI-powered insights. With seamless integrations to over 700 tools, including monitoring and collaboration platforms, PagerDuty helps teams centralize their operations to improve service reliability and avoid disruption. What Makes us Different PagerDuty empowers teams to solve critical problems quickly and efficiently, enhancing operational resilience and improving overall performance. Trusted by leading organizations, the Operations Cloud is uniquely built to handle the complexities of today’s digital businesses. Our ability to deliver real-time incident resolution sets us apart, giving IT leaders and CIOs the confidence to maintain always-on services. Get Started Experience the power of the PagerDuty Operations Cloud. Learn more and start your free trial at www.pagerduty.com/free-trial **Average Rating:** 4.5/5.0 **Total Reviews:** 944 **How Do G2 Users Rate PagerDuty?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.0/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.2/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.1/10 (Category avg: 7.2/10) **Who Is the Company Behind PagerDuty?** - **Seller:** [PagerDuty](https://www.g2.com/sellers/pagerduty) - **Company Website:** https://www.pagerduty.com/ - **Year Founded:** 2009 - **HQ Location:** San Francisco, CA - **Twitter:** @pagerduty (24,689 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/482819/ (1,267 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 43% Mid-Market, 38% Enterprise #### What Are PagerDuty's Pros and Cons? **Pros:** - Alert Notifications (21 reviews) - Alerting System (19 reviews) - Alert Management (17 reviews) - Ease of Use (15 reviews) - Easy Integrations (15 reviews) **Cons:** - Alert Issues (12 reviews) - Expensive (8 reviews) - Complexity (7 reviews) - Inefficient Alert System (7 reviews) - Complex UI (6 reviews) ### What Do G2 Reviewers Say About PagerDuty? *AI-generated summary from verified user reviews* **Pros:** - Users value the **automated and priority-based notifications** of PagerDuty for ensuring timely responses to critical incidents. - Users appreciate the **automated and priority-based notifications** from PagerDuty, enhancing team responsiveness and reducing downtime. - Users value the **easy and reliable management of alerts** with PagerDuty, enhancing collaboration and ensuring critical issues are addressed. - Users find PagerDuty's **ease of use** exceptional, simplifying on-call management and incident response through its intuitive mobile app. - Users value the **easy integrations** with tools like Slack and AWS, enhancing collaboration and incident management. **Cons:** - Users find **alert issues** with PagerDuty, including inflexible integrations and confusion over incident management processes. - Users find PagerDuty to be **expensive** , especially for small teams with limited budgets and essential features locked behind paywalls. - Users find the **complexity of the interface** in PagerDuty can be daunting for new users. - Users experience an **inefficient alert system** in PagerDuty, leading to overwhelming noise and complexity in configuration. - Users find the **complex UI** of PagerDuty daunting, making navigation and alert management challenging for newcomers. #### What Are Recent G2 Reviews of PagerDuty? **"[Technical efficiency approach](https://www.g2.com/survey_responses/pagerduty-review-12856233)"** **Rating:** 4.0/5.0 stars *— Johnny C.* [Read full review](https://www.g2.com/survey_responses/pagerduty-review-12856233) --- **"[Reliable paging that keeps our Azure on-call rotation sane](https://www.g2.com/survey_responses/pagerduty-review-12831402)"** **Rating:** 4.5/5.0 stars *— Nik H.* [Read full review](https://www.g2.com/survey_responses/pagerduty-review-12831402) --- #### What Are G2 Users Discussing About PagerDuty? - [What is PagerDuty used for?](https://www.g2.com/discussions/what-is-pagerduty-used-for) - 2 comments - [Who are PagerDuty competitors?](https://www.g2.com/discussions/who-are-pagerduty-competitors) - [How much does PagerDuty cost?](https://www.g2.com/discussions/how-much-does-pagerduty-cost) - 1 comment - [Who uses PagerDuty?](https://www.g2.com/discussions/who-uses-pagerduty) - [What is PagerDuty software?](https://www.g2.com/discussions/what-is-pagerduty-software) ### 6. [Freshservice](https://www.g2.com/products/freshservice/reviews) Freshservice by Freshworks is an AI-powered ServiceOps platform built for modern enterprises that need to move fast without sacrificing control. By unifying ITSM, ITOM, IT asset management, and enterprise service management on a single platform with a shared data layer, Freshservice eliminates the tool sprawl and visibility gaps that slow teams down - creating one source of truth across services, assets, and infrastructure. IT teams get full visibility into their environment: automated discovery, a robust CMDB for impact analysis and root cause resolution, and streamlined incident, problem, change, and major incident management. Beyond IT, Freshservice extends seamlessly to HR, finance, and facilities - giving every business team the same consistent, efficient service experience without the complexity of separate tools. Freshservice comes with a natively embedded AI layer called Freddy AI, that helps agents resolve issues faster, automates employee service requests, and gives leaders the insights they need to make better decisions. The result isn't just faster service; it's a fundamentally more proactive operation that surfaces and resolves issues before they impact employees. **Average Rating:** 4.6/5.0 **Total Reviews:** 1,291 **How Do G2 Users Rate Freshservice?** - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.5/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.3/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.8/10 (Category avg: 7.2/10) **Who Is the Company Behind Freshservice?** - **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks) - **Company Website:** https://www.freshworks.com/ - **Year Founded:** 2010 - **HQ Location:** San Mateo, CA - **Twitter:** @FreshworksInc (19,020 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/freshworks-inc/ (7,505 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager, IT Director - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 61% Mid-Market, 21% Enterprise #### What Are Freshservice's Pros and Cons? **Pros:** - Ease of Use (229 reviews) - Features (116 reviews) - Automation (101 reviews) - Ticketing System (101 reviews) - Ticket Management (92 reviews) **Cons:** - Missing Features (83 reviews) - Limited Features (56 reviews) - Limited Customization (47 reviews) - Learning Curve (45 reviews) - Ticketing Issues (44 reviews) ### What Do G2 Reviewers Say About Freshservice? *AI-generated summary from verified user reviews* **Pros:** - Users find Freshservice **easy to use** , appreciating its intuitive interface and effective ticket management capabilities. - Users love the **simple and friendly user interface** of Freshservice, making complex tasks easy to manage. - Users value the **automation capabilities** of Freshservice, simplifying complex tasks and optimizing helpdesk processes efficiently. - Users highlight the **ease of use** in Freshservice's ticketing system, enhancing efficiency in request management and tracking. - Users appreciate the **ease of ticket management** in Freshservice, enhancing efficiency and reducing follow-up emails. **Cons:** - Users are frustrated by the **missing features** , particularly the search function and slow development of necessary tools. - Users express frustration over **limited features** in Freshservice, feeling they lack essential functionalities compared to competitors. - Users express frustration with the **limited customization** options, making it challenging to tailor the interface and experience. - Users find the **steep learning curve** frustrating, as customization lacks adequate tutorials and guidance for complex features. - Users often face **ticketing issues** with Freshservice, citing limitations and missing features compared to competitors like Zendesk. #### What Are Recent G2 Reviews of Freshservice? **"[Strong visibility and control, but takes effort to get it right](https://www.g2.com/survey_responses/freshservice-review-12723378)"** **Rating:** 4.5/5.0 stars *— Brooks A.* [Read full review](https://www.g2.com/survey_responses/freshservice-review-12723378) --- **"[Powerful Ticketing, SLAs, Automations, and Analytics That Boost Agent Organization](https://www.g2.com/survey_responses/freshservice-review-12805161)"** **Rating:** 4.0/5.0 stars *— Davi A.* [Read full review](https://www.g2.com/survey_responses/freshservice-review-12805161) --- #### What Are G2 Users Discussing About Freshservice? - [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) - 3 comments, 1 upvote ### 7. [xMatters](https://www.g2.com/products/xmatters/reviews) xMatters end-to-end incident management platform automates each step of the incident lifecycle—from event to resolution—reducing the frequency, duration, and cost of critical service disruptions. xMatters Purpose-built AI significantly slashes resolution times with seamless integration across any DevOps or ITSM toolchain, ensuring every team has the necessary context to avert disruptions before they occur. We partner with our customers to create workflows that lower MTTA/MTTR, increase customer and employee satisfaction, and improve compliance and reporting. Build operational resilience into your digital services and automate responses all the way to resolution with Everbridge xMatters. **Average Rating:** 4.5/5.0 **Total Reviews:** 770 **How Do G2 Users Rate xMatters?** - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.0/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.3/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.3/10 (Category avg: 7.2/10) **Who Is the Company Behind xMatters?** - **Seller:** [Everbridge](https://www.g2.com/sellers/everbridge) - **Company Website:** https://www.everbridge.com - **Year Founded:** 2002 - **HQ Location:** Vienna, VA - **Twitter:** @Everbridge (4,786 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/33883 (1,609 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, Incident Manager - **Top Industries:** Information Technology and Services, Financial Services - **Company Size:** 58% Enterprise, 27% Mid-Market #### What Are xMatters's Pros and Cons? **Pros:** - Alerting System (62 reviews) - Ease of Use (54 reviews) - Alert Management (50 reviews) - Automation (43 reviews) - Notifications (40 reviews) **Cons:** - Complexity (26 reviews) - Learning Curve (22 reviews) - Alert Issues (17 reviews) - Complex Setup (16 reviews) - Difficult Setup (16 reviews) ### What Do G2 Reviewers Say About xMatters? *AI-generated summary from verified user reviews* **Pros:** - Users value the **reliable and fast incident notifications** , significantly improving communication and response during critical situations. - Users appreciate the **ease of use** of xMatters, benefiting from streamlined workflows and centralized information access. - Users value the **consistency of communication** in xMatters, enhancing incident management and response efficiency significantly. - Users commend the **powerful automation** features of xMatters for streamlining incident management and enhancing efficiency. - Users find **xMatters' notification system** essential for timely alerts, boosting efficiency and responsiveness in critical situations. **Cons:** - Users find the **complexity of the administrative interface** difficult, especially with the steep learning curve and setup time. - Users find the **steep learning curve** with xMatters challenging, especially for complex setups and workflows. - Users find the **alert issues** with xMatters frustrating, particularly regarding misdirected alerts and delayed mobile notifications. - Users find the **complex setup** challenging, requiring significant time investment to navigate the administrative interface effectively. - Users find the **difficult setup** of notification workflows to be time-consuming and prone to errors, impacting efficiency. #### What Are Recent G2 Reviews of xMatters? **"[No-Code Flow Designer and Reliable Multi-Channel Escalations](https://www.g2.com/survey_responses/xmatters-review-12874202)"** **Rating:** 5.0/5.0 stars *— Zuhaib I.* [Read full review](https://www.g2.com/survey_responses/xmatters-review-12874202) --- **"[X-Matters Makes 2 AM Escalations Effortless with Reliable Multi-Channel Alerts](https://www.g2.com/survey_responses/xmatters-review-12974416)"** **Rating:** 5.0/5.0 stars *— Alexander P.* [Read full review](https://www.g2.com/survey_responses/xmatters-review-12974416) --- #### What Are G2 Users Discussing About xMatters? - [What is xMatters used for?](https://www.g2.com/discussions/what-is-xmatters-used-for) - 1 comment ### 8. [incident.io](https://www.g2.com/products/incident-io/reviews) Incidents can be stressful, but they don’t have to be. incident.io helps tech-led businesses navigate incidents from declaration to post-mortem and well beyond. Built on the experience from thousands of incidents, from small bugs to SEV-1’s, incident.io eliminates anxiety, uncertainty, and chaos experienced by responders during an incident. With an elegantly-designed interface, streamlined and transparent communication channels via Slack, and powerful workflows that bring automation and flexibility to your response process, incident.io minimizes communication silos and helps eliminate manual processes. With incident.io, you can focus on improving your product’s reliability and reducing downtime. With over a dozen integrations with popular tools like PagerDuty, Jira, and Backstage, incident.io ensures seamless connectivity throughout the incident response process. Trusted by industry-leading companies, including Etsy, monday.com, and Skyscanner, incident.io empowers faster incident resolution and cultivates shared understanding of roles and responsibilities among your team members. End-to-end incident management from the first alert to the final follow-up, with On-call, incident response, and status pages in one powerful incident management platform. Leveraging powerful dashboards that provide deep insights, engineering teams can learn from past incidents and apply cumulative knowledge to build more resilient products. With an intuitive interface that can be used by everyone — from the SRE, to the CS rep, to the CEO — and a seamless user experience, incident.io meaningfully improves your incident management process so that you can spend less time responding to incidents and more time fostering customer trust. **Average Rating:** 4.8/5.0 **Total Reviews:** 198 **How Do G2 Users Rate incident.io?** - **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.3/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.8/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.3/10 (Category avg: 7.2/10) **Who Is the Company Behind incident.io?** - **Seller:** [incident.io](https://www.g2.com/sellers/incident-io) - **Company Website:** https://incident.io - **Year Founded:** 2021 - **HQ Location:** New York, US - **Twitter:** @incident_io (3,684 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/incident-io/ (199 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Senior Software Engineer, Site Reliability Engineer - **Top Industries:** Computer Software, Financial Services - **Company Size:** 65% Mid-Market, 23% Enterprise #### What Are incident.io's Pros and Cons? **Pros:** - Ease of Use (55 reviews) - Slack Integration (45 reviews) - Customer Support (41 reviews) - Integrations (29 reviews) - Customer Satisfaction (25 reviews) **Cons:** - Missing Features (11 reviews) - Integration Issues (9 reviews) - Limited Customization (8 reviews) - Limited Features (8 reviews) - Feature Issues (7 reviews) ### What Do G2 Reviewers Say About incident.io? *AI-generated summary from verified user reviews* **Pros:** - Users find **incident.io easy to use** , enhancing their incident management with seamless integrations and automation. - Users highlight the **seamless Slack integration** , enhancing incident management with efficient communication and workflow capabilities. - Users highlight the **helpful and responsive customer support** of incident.io, enhancing their overall experience significantly. - Users value the **seamless integrations** of incident.io, enhancing incident management and team collaboration effortlessly through Slack. - Users appreciate the **excellent customer satisfaction** with incident.io, citing ease of use and effective integration features. **Cons:** - Users highlight the **missing features** in internal reporting and analytics, limiting effectiveness for larger organizations. - Users report **integration issues** , finding limited API support and immature integrations that require manual steps. - Users express concerns about **limited customization** , particularly regarding notifications and reporting features in incident.io. - Users express frustration with the **limited features** of incident.io, affecting customization and non-incident process management. - Users experience **feature issues** with API limitations, making incident management less efficient and intuitive for some teams. #### What Are Recent G2 Reviews of incident.io? **"[incident.io Streamlines Incident Management with Helpful Automations and Integrations](https://www.g2.com/survey_responses/incident-io-review-13095214)"** **Rating:** 4.5/5.0 stars *— Mark G.* [Read full review](https://www.g2.com/survey_responses/incident-io-review-13095214) --- **"[Seamless Integrations, Top-Notch Support, and Powerful AI Flows](https://www.g2.com/survey_responses/incident-io-review-13095223)"** **Rating:** 5.0/5.0 stars *— Vaggelis K.* [Read full review](https://www.g2.com/survey_responses/incident-io-review-13095223) --- #### What Are G2 Users Discussing About incident.io? - [What do you like most about incident.io for incident management, and what could be improved?](https://www.g2.com/discussions/what-do-you-like-most-about-incident-io-for-incident-management-and-what-could-be-improved) - 1 comment - [What is incident.io used for?](https://www.g2.com/discussions/what-is-incident-io-used-for) - 1 comment ### 9. [Splunk On-Call](https://www.g2.com/products/splunk-on-call/reviews) Splunk On-Call makes on-call management less frustrating while reducing mean time to acknowledge and resolve incidents. Splunk On-Call empowers DevOps teams by delivering alerts to the right people so they can collaborate and solve problems. Teams receive context-rich notifications and collaborate cross-functionally to empower fast, efficient incident resolution with reduced downtime. Stakeholders can gain visibility to critical incidents and steps taken to resolve them. **Average Rating:** 4.5/5.0 **Total Reviews:** 52 **How Do G2 Users Rate Splunk On-Call?** - **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.7/10 (Category avg: 8.8/10) - **Constant Monitoring:** 10.0/10 (Category avg: 8.9/10) **Who Is the Company Behind Splunk On-Call?** - **Seller:** [Cisco](https://www.g2.com/sellers/cisco) - **Year Founded:** 1984 - **HQ Location:** San Jose, CA - **Twitter:** @Cisco (720,366 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/cisco/ (95,545 employees on LinkedIn®) - **Ownership:** NASDAQ:CSCO **Who Uses This Product?** - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 46% Mid-Market, 35% Enterprise #### What Are Splunk On-Call's Pros and Cons? **Pros:** - Alerting System (3 reviews) - Alert Management (3 reviews) - Configuration Ease (2 reviews) - Customization (2 reviews) - Flexibility (2 reviews) **Cons:** - Limited Features (2 reviews) - Missing Features (2 reviews) - Notification Issues (2 reviews) - Complexity (1 reviews) - Complex UI (1 reviews) ### What Do G2 Reviewers Say About Splunk On-Call? *AI-generated summary from verified user reviews* **Pros:** - Users value the **robust notification system** of Splunk On-Call, ensuring timely alerts that enhance incident response. - Users appreciate the **robust alert management system** of Splunk On-Call, enhancing incident response and stability. - Users appreciate the **configuration ease** of Splunk On-Call, which enhances incident management and integrates smoothly with other tools. - Users appreciate the **flexibility and customization** of Splunk On-Call, enhancing incident management and alert handling. - Users value the **flexibility** of Splunk On-Call for incident management, enhancing organization and response strategies effectively. **Cons:** - Users are frustrated with **limited features** in Splunk On-Call, especially due to lack of improvements and user interface restrictions. - Users are frustrated by **missing features** in Splunk On-Call, limiting its functionality and user flexibility since acquisition. - Users experience significant **notification issues** , including delays and unreliable system configurations affecting usability. - Users express frustration over the **complexity** of Splunk On-Call, citing a lack of user-friendly improvements and interface issues. - Users find the **UI complex and limiting** , making essential configurations frustrating and reliant on support intervention. #### What Are Recent G2 Reviews of Splunk On-Call? **"[Overall great experience with Incident Management](https://www.g2.com/survey_responses/splunk-on-call-review-8023692)"** **Rating:** 5.0/5.0 stars *— Ramiro C.* [Read full review](https://www.g2.com/survey_responses/splunk-on-call-review-8023692) --- **"[Splunk On call Makes Escalations and Incident Tracking Easy](https://www.g2.com/survey_responses/splunk-on-call-review-12502793)"** **Rating:** 4.5/5.0 stars *— Madhusri A.* [Read full review](https://www.g2.com/survey_responses/splunk-on-call-review-12502793) --- #### What Are G2 Users Discussing About Splunk On-Call? - [What is Splunk On-Call used for?](https://www.g2.com/discussions/what-is-splunk-on-call-used-for) ### 10. [BigPanda](https://www.g2.com/products/bigpanda/reviews) BigPanda is an agentic IT operations platform that enables enterprises to keep the digital world running by transforming manual and reactive human processes into intelligent, autonomous systems. The world’s most trusted brands rely on BigPanda to detect, respond to, and prevent IT incidents at machine speed, improving operational efficiency and delivering exceptional service reliability to their customers. Our primary users include IT Operations (ITOps), Network Operations Centers (NOC), Major Incident Management, Change Management,, and Site Reliability Engineering (SRE) teams that face increasing challenges due to the complexities of modern IT infrastructure. Enterprises spend $250 billion annually on manual, human-driven IT operations, and it doesn’t scale. Teams are hindered by slow, reactive, and manual ITOps and incident management processes that cannot keep up with the scale and rapid pace of change in today's digital landscape. As a result, enterprises experience service outages and increased operational costs, detracting from their ability to innovate and improve service delivery. BigPanda addresses these challenges by transforming the overwhelming volume of IT alerts and incidents into automated, actionable workflows. By leveraging AI agents, advanced algorithms, and machine learning, the platform unifies events and IT knowledge, correlates incidents across domains, and automates triage and investigation. These capabilities streamline the incident response process and reduce the time spent on manual tasks, allowing IT professionals to focus on strategic initiatives rather than being bogged down by routine firefighting. The key capabilities of BigPanda include: - AI Incident Prevention helps teams stop change-related incidents before they happen with scalable, proactive change and problem management. - AI Detection and Response correlates signals and surfaces critical context, so your teams can act before incidents escalate. - The BigPanda L1 Agent strengthens your first line of defense by automating L1 NOC workflows end to end and scaling L1 operations without increasing headcount. - AI Incident Assistant helps IT teams streamline major incidents, including collaboration, investigation, and resolution, to reduce the impact on the business. These capabilities are powered by the BigPanda IT Knowledge Graph, which is purpose-built to enable an AI-first data strategy by capturing your siloed and fragmented data and using it to power insights and automation. BigPanda integrates seamlessly with existing IT tools, empowering enterprises to automate incident response workflows and gain real-time visibility into IT operations. Automating repetitive IT operations tasks helps organizations minimize human error and accelerate resolution times, while the integration capabilities ensure that teams can leverage their current toolsets without disruption. Additionally, BigPanda offers advanced analytics that provide valuable insights into operational performance, helping organizations make informed decisions that enhance service availability and drive business growth. By utilizing BigPanda, enterprises can significantly reduce their IT operating costs while improving service reliability and overall business agility. The platform empowers teams to proactively manage incidents, mitigate outage risk, and enhance customer satisfaction. As organizations continue to evolve amid digital transformation, BigPanda stands out as a critical tool for modern enterprise IT operations, enabling them to thrive in an increasingly complex environment. **Average Rating:** 4.5/5.0 **Total Reviews:** 119 **How Do G2 Users Rate BigPanda?** - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.3/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.4/10 (Category avg: 8.9/10) **Who Is the Company Behind BigPanda?** - **Seller:** [BigPanda](https://www.g2.com/sellers/bigpanda) - **Company Website:** https://bigpanda.io - **Year Founded:** 2012 - **HQ Location:** Mountain View, California - **Twitter:** @bigpanda (3,072 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2598034/ (333 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Developer, Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 56% Enterprise, 36% Small-Business #### What Are BigPanda's Pros and Cons? **Pros:** - Alerting System (1 reviews) - Alert Management (1 reviews) - Automation (1 reviews) - Easy Integrations (1 reviews) - Incident Management (1 reviews) ### What Do G2 Reviewers Say About BigPanda? *AI-generated summary from verified user reviews* **Pros:** - Users benefit from the **noise reduction and streamlined incident management** provided by BigPanda's alerting system. - Users value the **streamlined incident management** of BigPanda, enhancing efficiency by reducing noise and automating workflows. - Users value the **automation capabilities** of BigPanda, enhancing incident management and reducing operational noise. - Users value the **easy integrations** of BigPanda, enhancing incident management and automating workflows efficiently. - Users benefit from **streamlined incident management** in BigPanda, enhancing efficiency through noise reduction and workflow automation. #### What Are Recent G2 Reviews of BigPanda? **"[A Game-Changer for Alert Management](https://www.g2.com/survey_responses/bigpanda-review-13087122)"** **Rating:** 5.0/5.0 stars *— Edward T.* [Read full review](https://www.g2.com/survey_responses/bigpanda-review-13087122) --- **"[Effortless Incident Management with Real-Time Insights](https://www.g2.com/survey_responses/bigpanda-review-13064796)"** **Rating:** 4.5/5.0 stars *— Palak G.* [Read full review](https://www.g2.com/survey_responses/bigpanda-review-13064796) --- #### What Are G2 Users Discussing About BigPanda? - [How do you use Bigpanda?](https://www.g2.com/discussions/how-do-you-use-bigpanda) - [What is the use of Bigpanda?](https://www.g2.com/discussions/what-is-the-use-of-bigpanda) - 1 comment - [Is BigPanda a SaaS?](https://www.g2.com/discussions/is-bigpanda-a-saas) - 1 comment - [What does BigPanda do?](https://www.g2.com/discussions/what-does-bigpanda-do) ### 11. [Xurrent IMR](https://www.g2.com/products/xurrent-imr/reviews) Xurrent IMR (Incident Management and Response) is an end-to-end platform designed to help infrastructure and support teams manage the full incident response lifecycle — from the first alert to the final post-mortem. Built for speed, clarity, and operational accountability, it gives on-call teams the structure they need to respond decisively when systems fail. At its core, Xurrent IMR brings together alert correlation, on-call scheduling, task delegation, and SLA compliance into a single, unified workflow. Rather than stitching together multiple point solutions, teams get a coherent system that handles every stage of incident response without context-switching. Key capabilities include: Intelligent alert routing and correlation: Custom routing rules and alert context surface the right information at the right time, helping teams accelerate root cause analysis and reduce noise. On-call management with escalation policies: Fully customizable schedules and escalation chains ensure incidents are acknowledged and resolved within SLA thresholds, with no gaps in coverage. Incident roles, task templates, and playbooks: Structured delegation frameworks reduce chaos during high-severity events, ensuring every team member knows their responsibilities before an incident strikes. Response automation: Automated workflows enable self-healing system behaviors, reducing mean time to resolution and minimizing manual intervention for recurring failure patterns. Advanced analytics and reporting: Team, service, and user-level reporting gives engineering and operations leaders the visibility to measure performance, identify gaps, and continuously improve. Xurrent IMR integrates with 150+ monitoring, observability, and ticketing tools — including Datadog, Prometheus, PagerDuty, Splunk, Jira, ServiceNow, Grafana, New Relic, and AWS CloudWatch — making it compatible with the stacks modern infrastructure teams already rely on. Whether managing a distributed engineering organization or a lean operations team, Xurrent IMR provides the coordination layer that turns reactive firefighting into a repeatable, measurable discipline. **Average Rating:** 4.5/5.0 **Total Reviews:** 182 **How Do G2 Users Rate Xurrent IMR?** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.6/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.1/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.7/10 (Category avg: 7.2/10) **Who Is the Company Behind Xurrent IMR?** - **Seller:** [Xurrent](https://www.g2.com/sellers/xurrent) - **Company Website:** https://www.xurrent.com/ - **Year Founded:** 2010 - **HQ Location:** Santa Barbara, US - **Twitter:** @4me (250 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/xurrent/ (174 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 48% Mid-Market, 27% Small-Business #### What Are Xurrent IMR's Pros and Cons? **Pros:** - Ease of Use (50 reviews) - Alert Management (46 reviews) - Integrations (37 reviews) - Customer Support (33 reviews) - User Interface (32 reviews) **Cons:** - Missing Features (12 reviews) - Notification Issues (12 reviews) - Scheduling Issues (11 reviews) - Learning Curve (10 reviews) - Feature Issues (9 reviews) ### What Do G2 Reviewers Say About Xurrent IMR? *AI-generated summary from verified user reviews* **Pros:** - Users find the **ease of use** of Xurrent IMR very beneficial, enhancing their overall experience with the product. - Users appreciate the **ease of handling alerts** with Xurrent IMR, enjoying efficient notification options and better integration. - Users benefit from **seamless integrations** with various tools, enhancing efficiency and ensuring prompt alerts during failures. - Users praise the **fast and helpful customer support** of Xurrent IMR, enhancing their overall experience and satisfaction. - Users praise the **smooth and responsive UI** of Xurrent IMR, making it beginner-friendly and easy to navigate. **Cons:** - Users find **missing features** in Xurrent IMR that limit functionality and hinder effective incident management. - Users report **notification issues** , citing spam calls and unclear alerts that hinder effective incident management. - Users experience **scheduling issues** with Xurrent IMR, finding the UI complex and not user-friendly for updates. - Users highlight the **steep learning curve** of Xurrent IMR, especially for those new to incident management processes. - Users report **feature issues** with Xurrent IMR, particularly regarding navigation and the need for improved automation. #### What Are Recent G2 Reviews of Xurrent IMR? **"[Intuitive UI with strong features, but some features needs improvement](https://www.g2.com/survey_responses/xurrent-imr-review-12696020)"** **Rating:** 4.0/5.0 stars *— Verified User in Financial Services* [Read full review](https://www.g2.com/survey_responses/xurrent-imr-review-12696020) --- **"[Streamlined Incident Management with Great GCP Integration and Support](https://www.g2.com/survey_responses/xurrent-imr-review-12908520)"** **Rating:** 4.0/5.0 stars *— Hatim B.* [Read full review](https://www.g2.com/survey_responses/xurrent-imr-review-12908520) --- #### What Are G2 Users Discussing About Xurrent IMR? - [What is StatusCast used for?](https://www.g2.com/discussions/what-is-statuscast-used-for) - [What is Zenduty used for?](https://www.g2.com/discussions/what-is-zenduty-used-for) - 1 comment ### 12. [LogicGate Risk Cloud](https://www.g2.com/products/logicgate-risk-cloud/reviews) LogicGate is the Leading AI GRC Platform for the Enterprise, providing the flexibility, scalability, and intuitive automations that empower leaders to be more effective. The Risk Cloud platform offers a holistic view of enterprise-wide risk, combining AI-driven workflows, real-time insights, and seamless integrations to deliver actionable intelligence. With over 40 purpose-built applications, the no-code platform adapts to any environment and remains easy to use across the enterprise. LogicGate helps risk teams quantify their impact, align with business priorities, and move beyond compliance, supporting sustainable growth, improved operational efficiency, and a dynamic, predictive approach to risk and resilience. **Average Rating:** 4.6/5.0 **Total Reviews:** 189 **How Do G2 Users Rate LogicGate Risk Cloud?** - **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.3/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.2/10 (Category avg: 8.9/10) - **AI Text Generation:** 6.9/10 (Category avg: 7.2/10) **Who Is the Company Behind LogicGate Risk Cloud?** - **Seller:** [LogicGate](https://www.g2.com/sellers/logicgate) - **Company Website:** https://www.logicgate.com - **Year Founded:** 2015 - **HQ Location:** Chicago, IL - **Twitter:** @LogicGate (842 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/10009944/ (243 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Financial Services, Insurance - **Company Size:** 52% Enterprise, 37% Mid-Market #### What Are LogicGate Risk Cloud's Pros and Cons? **Pros:** - Ease of Use (24 reviews) - Customizability (16 reviews) - Features (15 reviews) - Customization (13 reviews) - Intuitive (12 reviews) **Cons:** - Improvement Needed (5 reviews) - Learning Difficulty (5 reviews) - Missing Features (5 reviews) - Difficulty (4 reviews) - Inadequate Reporting (4 reviews) ### What Do G2 Reviewers Say About LogicGate Risk Cloud? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of LogicGate Risk Cloud, making navigation and workflow building a breeze. - Users value the **high customizability** of LogicGate Risk Cloud, enabling tailored solutions quickly without delays. - Users value the **customizable frameworks** of LogicGate Risk Cloud, enabling quick adaptations and professional insights for teams. - Users appreciate the **customization options** in LogicGate Risk Cloud, allowing tailored solutions for their organization's needs. - Users find LogicGate Risk Cloud to be very **intuitive and user-friendly** , making control follow-up tasks effortless. **Cons:** - Users find the **history log and reports lacking detail** , suggesting improvements for better usability and aesthetics. - Users face a challenging **learning curve** when initially setting up LogicGate Risk Cloud, impacting their onboarding experience. - Users find the **missing features** in LogicGate Risk Cloud, like limited dashboards and history logs, frustrating. - Users find the **initial setup challenging** due to complex workflows and configurations, hindering effective collaboration. - Users highlight the **inadequate reporting** in LogicGate Risk Cloud, expressing a need for more detailed insights and customization. #### What Are Recent G2 Reviews of LogicGate Risk Cloud? **"[Streamlined GRC Management with Customization Challenges](https://www.g2.com/survey_responses/logicgate-risk-cloud-review-12244168)"** **Rating:** 4.5/5.0 stars *— Rajesh S.* [Read full review](https://www.g2.com/survey_responses/logicgate-risk-cloud-review-12244168) --- **"[Streamlined GRC Tool with Excellent Training Resources](https://www.g2.com/survey_responses/logicgate-risk-cloud-review-12799613)"** **Rating:** 5.0/5.0 stars *— Samantha Z.* [Read full review](https://www.g2.com/survey_responses/logicgate-risk-cloud-review-12799613) --- #### What Are G2 Users Discussing About LogicGate Risk Cloud? - [What is LogicGate Risk Cloud used for?](https://www.g2.com/discussions/what-is-logicgate-risk-cloud-used-for) ### 13. [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) Enterprise-grade ITSM that's actually easy to use — resolve issues up to 52% faster with AI, unified asset management, and native ITOps integration built in from day one. SolarWinds Service Desk is a cloud-based IT service management (ITSM) platform that enables IT teams and other business departments to manage service requests, incidents, assets, and workflows in a unified environment. It is designed for IT professionals, service desk teams, and organizations looking to enhance their service management capabilities without the implementation overhead typically associated with enterprise ITSM tools. The platform covers incident management, problem management, change management, asset management, and CMDB in a single product. A configurable, drag-and-drop self-service portal and easy-to-use knowledge base allow end users to resolve common issues independently, while rule-based automations handle ticket routing, prioritization, escalation, and notifications without manual intervention. Customizable dashboards and reporting give teams visibility across incidents, requests, changes, and assets. AI capabilities are embedded directly into agent workflows; including ticket summarization, solution suggestions, intelligent incident/problem linking, response and resolution drafting, runbook generation, and knowledge base recommendations. These capabilities are available out of the box without additional configuration. The AI is scoped to surface relevant, actionable information at the right moment rather than requiring teams to build or maintain separate AI tooling. As part of the SolarWinds portfolio, Service Desk integrates natively with SolarWinds Observability and IT operations tools, allowing infrastructure alerts to automatically generate service desk tickets and giving technicians direct access to node health, recent changes, and other operational context within the incident record. Native integrations also include Microsoft Entra ID for user lifecycle management, Jira for cross-team escalation, Automox for patch management, and an open API for custom connections. Service Desk supports enterprise service management (ESM), enabling organizations to extend ITSM processes beyond IT, to departments such as HR, Facilities, and Legal, without additional products or professional services. For IT teams, the lift is minimal: new department portals are built on the same platform they already manage, using the same workflows, automations, and reporting. This gives IT centralized visibility and control across the organization, reducing the risk of departments adopting unauthorized tools to fill gaps in service coverage. Overall, SolarWinds Service Desk offers a robust set of features designed to enhance service management efficiency, without the headache. By integrating automation, customized workflows, and intelligent recommendations, it stands out as a comprehensive solution that not only addresses the immediate needs of IT teams but also supports broader organizational goals for improved service delivery. **Average Rating:** 4.3/5.0 **Total Reviews:** 776 **How Do G2 Users Rate SolarWinds Service Desk?** - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.4/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.4/10 (Category avg: 8.9/10) - **AI Text Generation:** 5.9/10 (Category avg: 7.2/10) **Who Is the Company Behind SolarWinds Service Desk?** - **Seller:** [SolarWinds Worldwide LLC](https://www.g2.com/sellers/solarwinds-worldwide-llc) - **Company Website:** https://www.solarwinds.com - **Year Founded:** 1999 - **HQ Location:** Austin, TX - **Twitter:** @solarwinds (19,570 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/166039/ (2,824 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager, Systems Administrator - **Top Industries:** Information Technology and Services, Hospital & Health Care - **Company Size:** 67% Mid-Market, 23% Enterprise #### What Are SolarWinds Service Desk's Pros and Cons? **Pros:** - Ticketing System (8 reviews) - Asset Management (7 reviews) - Ease of Use (7 reviews) - Ticket Management (7 reviews) - User Interface (5 reviews) **Cons:** - Missing Features (5 reviews) - Asset Management (4 reviews) - Insufficient Information (3 reviews) - Limited Features (3 reviews) - App Limitations (2 reviews) ### What Do G2 Reviewers Say About SolarWinds Service Desk? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **user-friendly ticketing system** of SolarWinds Service Desk, enhancing efficiency and simplifying support requests. - Users appreciate the **effective asset management** features of SolarWinds Service Desk, enhancing issue resolution and inventory tracking. - Users value the **ease of use** of SolarWinds Service Desk, appreciating its user-friendly design and seamless integration. - Users value the **easy-to-use ticket management** system, enhancing support and efficiency for teams of all sizes. - Users value the **simplified interface** of SolarWinds Service Desk, making ITSM processes easy and efficient. **Cons:** - Users find **missing features** in SolarWinds Service Desk, limiting customizations and third-party integrations for large enterprises. - Users find the **search functionality challenging** , leading to difficulties in asset management and potential data inconsistencies. - Users note **insufficient information** in SolarWinds Service Desk, leading to challenges in device management and data accuracy. - Users note the **limited features** of SolarWinds Service Desk, expressing a desire for more advanced automation and customizations. - Users face **app limitations** regarding features, customizations, and mobile access, impacting their overall experience with SolarWinds Service Desk. #### What Are Recent G2 Reviews of SolarWinds Service Desk? **"[Ticketing and Asset Management in One Clean, Reliable Platform](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12714845)"** **Rating:** 4.5/5.0 stars *— Verified User in Gambling & Casinos* [Read full review](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12714845) --- **"[Intuitive, All-in-One ITSM That Streamlines Ticketing and Asset Management](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12748126)"** **Rating:** 5.0/5.0 stars *— Lakhan N.* [Read full review](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12748126) --- #### What Are G2 Users Discussing About SolarWinds Service Desk? - [What is SolarWinds Service Desk used for?](https://www.g2.com/discussions/what-is-solarwinds-service-desk-used-for) - [How does help desk software work?](https://www.g2.com/discussions/solarwinds-service-desk-how-does-help-desk-software-work) - [What is remote service desk?](https://www.g2.com/discussions/what-is-remote-service-desk) - [What is the purpose of a service desk?](https://www.g2.com/discussions/what-is-the-purpose-of-a-service-desk) - [Is SolarWinds service desk on premise?](https://www.g2.com/discussions/is-solarwinds-service-desk-on-premise) ### 14. [OnPage](https://www.g2.com/products/onpage/reviews) OnPage offers a broad range of solutions, including Clinical Communication and Collaboration, On-Call Management, IT alerting, and Call Routing automation. The platform enables organizations to instantly deliver urgent notifications to the right on-call team through persistent, high-priority alerts that can override mute settings. With built-in on-call scheduling and escalation management, advanced routing such as round-robin alert distribution, secure messaging with high-priority alerting (paging), role-based and group messaging, incident reporting, mass notification, 200+ integrations, and real-time reporting capabilities, OnPage helps teams respond faster to critical IT, healthcare, and other business incidents with accountability and assurance. Incident responders across healthcare, IT, facilities, and other sectors are empowered to significantly improve their response times with an advanced, secure critical communication and collaboration platform. By unifying automation, secure messaging, alerting, collaboration, mass messaging, and real-time analytical insights, OnPage’s purpose-built platform supports complex workflows with unmatched precision and ensures that urgent notifications are never missed. For healthcare organizations, OnPage offers an all-encompassing, HIPAA-compliant clinical communication and collaboration platform designed to accelerate response times, improve coordination, promote interoperability, enhance patient outcomes, improve situational awareness, and reduce risks. For IT and incident response teams across different industries, OnPage provides an automated incident alerting and on-call management platform, streamlining incident response by delivering persistent, real-time alerts to the right on-call engineers, reducing mean time to resolution, boosting operational efficiency, and enabling mass notifications to keep the larger ecosystem informed during critical events. OnPage's solutions are widely adopted across various industries, including healthcare, IT and managed services, manufacturing, facilities, and field services. Founded in 2011, OnPage is certified as a Women’s Business Enterprise (WBE) by the Center for Women & Enterprise, a regional partner of the Women’s Business Enterprise National Council, and actively champions women-owned businesses to drive impactful change. To learn more and try OnPage for free, visit www.onpage.com. **Average Rating:** 4.3/5.0 **Total Reviews:** 306 **How Do G2 Users Rate OnPage?** - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.0/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.5/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.6/10 (Category avg: 7.2/10) **Who Is the Company Behind OnPage?** - **Seller:** [OnPage](https://www.g2.com/sellers/onpage) - **Company Website:** https://www.onpage.com/ - **Year Founded:** 1997 - **HQ Location:** Waltham, MA - **Twitter:** @On_Page (1,063 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/22552/ (35 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Owner, Physician - **Top Industries:** Hospital & Health Care, Information Technology and Services - **Company Size:** 53% Small-Business, 30% Mid-Market #### What Are OnPage's Pros and Cons? **Pros:** - Ease of Use (22 reviews) - Notifications (11 reviews) - Easy Setup (7 reviews) - Reliability (7 reviews) - Setup Ease (7 reviews) **Cons:** - Notification Issues (10 reviews) - Sound Issues (6 reviews) - Call Issues (4 reviews) - Not User-Friendly (4 reviews) - Delays (3 reviews) ### What Do G2 Reviewers Say About OnPage? *AI-generated summary from verified user reviews* **Pros:** - Users find OnPage to be **extremely easy to navigate** , enhancing communication and efficiency in critical situations. - Users love the **emergency notification feature** of OnPage, ensuring they never miss critical alerts 24/7. - Users find the **easy setup** of OnPage beneficial for quick installation and efficient use in their work. - Users praise the **unwavering reliability** of OnPage, ensuring consistent connectivity even in challenging coverage areas. - Users commend the **easy setup** of OnPage, reporting a quick and straightforward installation process. **Cons:** - Users face significant **notification issues** , particularly with non-urgent alerts having an unmodifiable, loud default tone. - Users find the **notification sound extremely loud and disturbing** , especially during the night when it disrupts sleep. - Users struggle with **call issues** in OnPage, citing difficulties in making calls and lack of texting features. - Users report that OnPage has a **not user-friendly** interface, making it challenging to navigate and utilize effectively. - Users experience **delays** with email code verification and information updates, impacting the overall login process. #### What Are Recent G2 Reviews of OnPage? **"[OnPage Makes Critical Alerts Hard to Miss with Reliable Escalations](https://www.g2.com/survey_responses/onpage-review-12417551)"** **Rating:** 5.0/5.0 stars *— David M.* [Read full review](https://www.g2.com/survey_responses/onpage-review-12417551) --- **"[Reliable Service with Easy Navigation and Customizable Features](https://www.g2.com/survey_responses/onpage-review-12415383)"** **Rating:** 4.0/5.0 stars *— Kylie G.* [Read full review](https://www.g2.com/survey_responses/onpage-review-12415383) --- #### What Are G2 Users Discussing About OnPage? - [What is OnPage used for?](https://www.g2.com/discussions/what-is-onpage-used-for) - 1 comment ### 15. [SAS Fraud, Anti-Money Laundering & Security Intelligence](https://www.g2.com/products/sas-sas-fraud-anti-money-laundering-security-intelligence/reviews) What is SAS Fraud, Anti-Money Laundering & Security Intelligence? Software solutions in the SAS Fraud, Anti-Money Laundering and Security Intelligence suite deliver fast, on-target insights through AI and analytics so organizations can address their fraud, improper payments, financial crimes, public safety and investigational challenges more productively. **Average Rating:** 4.2/5.0 **Total Reviews:** 73 **How Do G2 Users Rate SAS Fraud, Anti-Money Laundering & Security Intelligence?** - **Has the product been a good partner in doing business?:** 8.2/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 4.2/10 (Category avg: 8.8/10) - **Constant Monitoring:** 6.1/10 (Category avg: 8.9/10) - **AI Text Generation:** 0.0/10 (Category avg: 7.2/10) **Who Is the Company Behind SAS Fraud, Anti-Money Laundering & Security Intelligence?** - **Seller:** [SAS Institute Inc.](https://www.g2.com/sellers/sas-institute-inc-df6dde22-a5e5-4913-8b21-4fa0c6c5c7c2) - **Company Website:** https://www.sas.com/ - **Year Founded:** 1976 - **HQ Location:** Cary, NC - **Twitter:** @SASsoftware (60,863 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/1491/ (18,638 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Banking, Financial Services - **Company Size:** 51% Enterprise, 32% Mid-Market #### What Are SAS Fraud, Anti-Money Laundering & Security Intelligence's Pros and Cons? **Pros:** - Ease of Use (10 reviews) - Fraud Prevention (9 reviews) - Efficiency (8 reviews) - Data Analytics (7 reviews) - Decision Making (7 reviews) **Cons:** - Learning Difficulty (9 reviews) - Difficulty (8 reviews) - Expensive (7 reviews) - Learning Curve (7 reviews) - Complexity (6 reviews) ### What Do G2 Reviewers Say About SAS Fraud, Anti-Money Laundering & Security Intelligence? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of SAS Fraud, facilitating seamless data integration and user-friendly operations. - Users praise the **comprehensive and adaptable fraud prevention** features of SAS, enhancing decision-making and response to threats. - Users appreciate the **efficiency** of SAS Fraud, leveraging advanced analytics for effective fraud detection and management. - Users value the **immediate response to current fraud patterns** provided by SAS Fraud's analytics capabilities for informed decision-making. - Users value the **immediate responsiveness** to fraud patterns, enhancing decision-making efficiency in analytics and security intelligence. **Cons:** - Users find a **steep learning curve** with SAS Fraud, Anti-Money Laundering & Security Intelligence, requiring significant training and adaptation. - Users find the **complex configuration and learning curve** of SAS Fraud challenging, impacting their overall experience. - Users find the product to be **expensive** , making it less accessible for smaller organizations lacking dedicated IT support. - Users report a **challenging learning curve** with SAS Fraud, affecting initial usability and configuration adjustments. - Users face challenges with the **complexity of configuration and user interface** , making full utilization difficult for smaller organizations. #### What Are Recent G2 Reviews of SAS Fraud, Anti-Money Laundering & Security Intelligence? **"[SAS Fraud & AML: Clear Alerts, Stable Performance, Smarter Case Prioritization](https://www.g2.com/survey_responses/sas-fraud-anti-money-laundering-security-intelligence-review-12980531)"** **Rating:** 4.5/5.0 stars *— George Picado P.* [Read full review](https://www.g2.com/survey_responses/sas-fraud-anti-money-laundering-security-intelligence-review-12980531) --- **"[Powerful Real-Time Detection with Room for Optimization](https://www.g2.com/survey_responses/sas-fraud-anti-money-laundering-security-intelligence-review-13060466)"** **Rating:** 5.0/5.0 stars *— Shivam G.* [Read full review](https://www.g2.com/survey_responses/sas-fraud-anti-money-laundering-security-intelligence-review-13060466) --- #### What Are G2 Users Discussing About SAS Fraud, Anti-Money Laundering & Security Intelligence? - [What is Fraud / Security Intelligence used for?](https://www.g2.com/discussions/what-is-fraud-security-intelligence-used-for) - 2 comments - [What is SAS Anti-Money Laundering used for?](https://www.g2.com/discussions/sas-anti-money-laundering-what-is-sas-anti-money-laundering-used-for) ### 16. [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: 7.2/10) **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:** https://www.linkedin.com/company/11062162/ (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% Mid-Market, 28% Enterprise #### What Are Grafana Labs's Pros and Cons? **Pros:** - Data Visualization (18 reviews) - Ease of Use (18 reviews) - Dashboard Usability (17 reviews) - Real-time Monitoring (17 reviews) - Monitoring (16 reviews) **Cons:** - Learning Curve (16 reviews) - Complex Setup (13 reviews) - Learning Difficulty (12 reviews) - Difficult Learning (11 reviews) - Complexity (10 reviews) ### What Do G2 Reviewers Say About Grafana Labs? *AI-generated summary from verified user reviews* **Pros:** - Users benefit from Grafana's **intuitive and flexible data visualization** , making it easy to create interactive dashboards and insights. - Users appreciate the **ease of use** of Grafana, allowing efficient monitoring and seamless integration with multiple data sources. - Users appreciate the **intuitive and flexible dashboard usability** of Grafana, enhancing their data visualization experience significantly. - Users value the **real-time monitoring** of Grafana Labs, enabling efficient oversight of system performance and metrics. - Users appreciate the **flexibility and clarity** of Grafana Labs for effectively visualizing monitoring metrics and dashboards. **Cons:** - Users find the **learning curve steep** with Grafana Labs, especially for setup and navigating the interface. - Users find the **complex setup** of Grafana Labs overwhelming, especially when configuring dashboards and data sources. - Users find the **learning difficulty** of Grafana Labs challenging, particularly for those unfamiliar with tech setups and navigation. - Users find the **difficult learning** curve challenging, particularly when navigating advanced features and configurations in Grafana Labs. - Users find the **initial setup and configuration complex** , especially with query writing and managing multiple dashboards. #### 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) ### 17. [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:** 242 **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: 7.2/10) **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:** https://www.linkedin.com/company/38373/ (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% Mid-Market, 31% Enterprise #### What Are ManageEngine ServiceDesk Plus's Pros and Cons? **Pros:** - Ease of Use (9 reviews) - Features (8 reviews) - User Interface (7 reviews) - Asset Management (6 reviews) - Customer Support (6 reviews) **Cons:** - Complexity (4 reviews) - Complex Setup (4 reviews) - Learning Curve (4 reviews) - Steep Learning Curve (4 reviews) - Limited Features (3 reviews) ### What Do G2 Reviewers Say About ManageEngine ServiceDesk Plus? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of ManageEngine ServiceDesk Plus, enjoying its intuitive interface and features. - Users appreciate the **comprehensive integration and user-friendly interface** of ManageEngine ServiceDesk Plus, enhancing productivity significantly. - Users appreciate the **user-friendly interface** of ServiceDesk Plus, making navigation and learning easy for everyone. - Users value the **comprehensive asset management** features of ManageEngine ServiceDesk Plus, enhancing operational efficiency and support. - Users praise the **fantastic customer support** of ManageEngine ServiceDesk Plus, greatly enhancing their overall experience and implementation. **Cons:** - Users find the **initial setup complex** and time-consuming, impacting the efficiency of ManageEngine ServiceDesk Plus. - Users find the **complex setup** of ManageEngine ServiceDesk Plus to be time-consuming and challenging to navigate. - Users find the **learning curve steep** due to time-consuming setup and necessary advanced configurations and training. - Users face a **steep learning curve** with ManageEngine ServiceDesk Plus due to time-consuming setups and complex configurations. - Users find the **limited features** of ManageEngine ServiceDesk Plus hinder ticket management and overall efficiency. #### 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) ### 18. [Rootly](https://www.g2.com/products/rootly/reviews) 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 copilot that automates root cause analysis and identifies patterns that drive continuous improvement—trusted by thousands of companies like LinkedIn, NVIDIA, Replit, Elastic, Canva, Clay, DoorDash, SoFi, and Superhuman. **Average Rating:** 4.8/5.0 **Total Reviews:** 70 **How Do G2 Users Rate Rootly?** - **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.5/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.4/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.0/10 (Category avg: 7.2/10) **Who Is the Company Behind Rootly?** - **Seller:** [Rootly](https://www.g2.com/sellers/rootly) - **Company Website:** https://www.rootly.com - **HQ Location:** San Francisco, US - **Twitter:** @rootlyhq (2,019 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/rootlyhq/ (74 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 59% Mid-Market, 26% Enterprise #### What Are Rootly's Pros and Cons? **Pros:** - Ease of Use (19 reviews) - Customer Support (14 reviews) - Slack Integration (14 reviews) - Automation (11 reviews) - Integrations (11 reviews) **Cons:** - Feature Issues (5 reviews) - Integration Issues (4 reviews) - Missing Features (4 reviews) - Complexity (3 reviews) - Limited Features (3 reviews) ### What Do G2 Reviewers Say About Rootly? *AI-generated summary from verified user reviews* **Pros:** - Users find **Rootly's ease of use** exceptional, seamlessly integrating incident management into Slack to enhance collaboration. - Users value the **excellent customer support** from Rootly, ensuring effective incident management and seamless workflows throughout. - Users value the **Slack integration** of Rootly, enhancing collaboration and streamlining incident management effortlessly within their existing workflows. - Users value the **automated workflows** in Rootly, which simplify incident management and enhance team collaboration. - Users appreciate the **seamless integrations** of Rootly, enhancing collaboration and making incident management effortless. **Cons:** - Users find that the **feature issues** in Rootly hinder smooth reporting and integration with tools like Confluence. - Users note **integration issues** with Rootly, citing fewer native options and some workflows requiring refinement for better functionality. - Users note a **lack of out-of-the-box integrations** which can limit functionality compared to competitors. - Users find Rootly's **complexity** challenging, especially in setup and navigating numerous workflows without enough guidance. - Users note the **limited features** of Rootly, such as restricted channel use and complex workflow navigation. #### What Are Recent G2 Reviews of Rootly? **"[Flexible, Scalable Incident Workflows with Phenomenal Support](https://www.g2.com/survey_responses/rootly-review-12982904)"** **Rating:** 5.0/5.0 stars *— Alex M.* [Read full review](https://www.g2.com/survey_responses/rootly-review-12982904) --- **"[Friendly, Easy to Configure, Powerful and Highly Customizable for Incident Management](https://www.g2.com/survey_responses/rootly-review-12782702)"** **Rating:** 4.5/5.0 stars *— Guillermo S.* [Read full review](https://www.g2.com/survey_responses/rootly-review-12782702) --- #### What Are G2 Users Discussing About Rootly? - [What is Rootly - Manage Incidents on Slack used for?](https://www.g2.com/discussions/what-is-rootly-manage-incidents-on-slack-used-for) ### 19. [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: 7.2/10) **Who Is the Company Behind FireHydrant?** - **Seller:** [FireHydrant](https://www.g2.com/sellers/firehydrant) - **Company Website:** https://firehydrant.com - **Year Founded:** 2018 - **HQ Location:** New York, New York - **Twitter:** @FireHydrant (1,262 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/firehydrant/ (27 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer - **Top Industries:** Financial Services, Computer Software - **Company Size:** 50% Mid-Market, 45% Enterprise #### What Are FireHydrant's Pros and Cons? **Pros:** - Slack Integration (18 reviews) - Integrations (16 reviews) - Ease of Use (15 reviews) - Automation (13 reviews) - Customer Support (9 reviews) **Cons:** - Missing Features (5 reviews) - Complexity (4 reviews) - Confusion (4 reviews) - Feature Issues (4 reviews) - Limited Features (4 reviews) ### What Do G2 Reviewers Say About FireHydrant? *AI-generated summary from verified user reviews* **Pros:** - Users love the **seamless Slack integration** , enhancing team communication and incident management efficiency. - Users appreciate the **seamless integrations** with Slack and Jira, enhancing collaboration and incident management. - Users find FireHydrant's interface **easy to use** , enhancing incident management with efficient features and integrations. - Users value the **automation capabilities** of FireHydrant, which enhance efficiency and reduce manual errors in incident response. - Users praise the **exceptional customer support** of FireHydrant, highlighting their responsiveness and dedication to user feedback. **Cons:** - Users note a lack of **essential features** in FireHydrant, particularly regarding analytics, alerting, and service catalog. - Users find the **complexity** of FireHydrant's interface challenging, especially with its overwhelming customization options. - Users find the **confusing UI and licensing model** of FireHydrant detracts from their overall experience. - Users are frustrated by **feature limitations** in FireHydrant, wishing for better customization and enhanced reporting capabilities. - Users find FireHydrant's **limited features** in automation and reporting restrict their overall effectiveness and analytics capabilities. #### What Are Recent G2 Reviews of FireHydrant? **"[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) --- **"[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) --- #### 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 ### 20. [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:** https://www.linkedin.com/company/136208/ (32 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services - **Company Size:** 59% Enterprise, 27% Mid-Market #### What Are DERDACK Enterprise Alert's Pros and Cons? **Pros:** - Alerting System (2 reviews) - Customer Support (2 reviews) - Ease of Use (2 reviews) - Alert Management (1 reviews) - Customization (1 reviews) **Cons:** - Outdated Interface (1 reviews) ### 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 appreciate the **skilled and responsive customer support** from the DERDACK team, enhancing their overall experience. - Users find DERDACK Enterprise Alert to be a **straightforward tool** , making customization and integration seamless. - Users commend the **skilled and responsive support team** of DERDACK Enterprise Alert, enhancing product flexibility and customization. - Users value the **customization options** of DERDACK Enterprise Alert, appreciating the responsive support in tailoring the product. **Cons:** - Users feel the **outdated interface** of DERDACK Enterprise Alert detracts from an otherwise usable experience. #### What Are Recent G2 Reviews of DERDACK Enterprise Alert? **"[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) --- **"[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) --- #### 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) ### 21. [OpenText Operations Bridge (OpsBridge)](https://www.g2.com/products/opentext-operations-bridge-opsbridge/reviews) Micro Focus is now part of OpenText! OpenText™ Operations Bridge (OpsBridge) automatically monitors and analyzes the health and performance of Hybrid IT resources across any device, operating system, database, application, or service on all data types. With industry-leading AIOps capabilities, including event consolidation engines and noise reduction technology, it uniquely integrates end-to-end service awareness with rule and machine learning-based event correlation capabilities. Problems identified using a Vertica big data lake and machine learning, for example, to identify significant logs, can be manually or automatically remediated with flexible runbook automation and orchestration. These capabilities also apply to over 200 integrations with third-party tools and technology stacks. Executive stakeholders gain actionable insight on any device that has a browser with tailored dashboards showing vital status, business, and IT KPIs. Hybrid Cloud Monitoring for the Digital Enterprise Hybrid IT has quickly become the new normal, and IT operations teams are expected to offer both cloud and on-premises infrastructure options, whichever best meets the needs of the application or service. IT operations teams must adapt to new technologies, adopt new cloud vendors and other services chosen by the business, and monitor new applications and application releases with increasing frequency. OpenText™ OpsBridge exploits all AIOps capabilities to consolidate and analyze all your data. It reduces event volumes, isolates root-cause, and provides chatbots for ChatOps. It includes automation to remediate problems quickly while reducing human error with over 8000 provided runbook – or you can build your own. Deliver What the Business Needs When It Needs It Designed to deliver real business value, OpenText™ OpsBridge integrates all your tools and automates manual tasks. It focuses operations teams on the business services and users being impacted by automatically identifying root cause faster than ever before possible. Built-in AIOps intelligent analytics drives historical analysis, applying machine learning and 50+ patented algorithms to logs, events, metrics, and topology, which is so much more powerful than search alone. Key Benefits - Increased effectiveness (time, money, resources) of tools and services - Reduced effort and time to process service requests and resolve problems - Confidence from the lines of business in IT’s ability to deliver consistent, compliant services - Business needs and strategy that are on time and budget, and in stronger collaboration with IT - Reduced business risk, better service price performance, and accelerated time-to-market for new services Key Features - Automated Hybrid IT Discovery and Monitoring: Discovery and monitoring consolidates and exploits all your data types (events, metrics, logs, and topology) within a dynamically updated and accurate model. It shows the impact of incidents, ensuring no new service goes overlooked with dynamic top-down and bottoms-up service modeling and with monitoring automation. Aggregate all our your Hybrid IT resources into a single view with 200+ technology integrations. OpsBridge solution templates and management packs provide in-depth domain-specific monitoring, including infrastructure, databases, Microsoft environments, SAP environments, middleware, cloud, big data, application platforms, automation, load balancers, and web servers. The data is integrated into collect once store one technology (COSO), a containerized common data collection and storage for real-time streaming data ingestion and processing. - Consolidate Data and Reduce Noise: IT experts advise that the application of common data ingestion and algorithmic Big Data driven analytics to all your data is the key to improving service excellence. OpsBridge includes analytics and incorporates 50+ patents for high-speed, high-volume data analysis. Automated log, metric, and event analysis, plus anomaly detection, proactively alerts operators to abnormal activity and uncovers the most relevant insights from hundreds of millions of records to help your team better prioritize. With “time machine” replay, which correlates disparate data over any time range and in relation to topology graphs, users can visualize with ease when the problem started and find the offending resource. To enhance your control of virtualized resources and dynamically changing workloads, OpsBridge proposes optimized recipes for your resources. These recipes give you the ability to visualize resources, forecast their allocation impact, and master costs to set the right level of service. - Automated AIOps: OpsBridge incorporates all 11 AIOps capabilities, from agent-based intelligence and real-time performance analytics to multi-mode stream-based and topology-based correlation of event streams over time and across dependencies. - Robotize Processes and Remediation: With more than 8,000 runbooks to choose from, including hundreds of out-of-the-box integrations to popular IT Service Management tools, OpsBridge simplifies and accelerates the automation of tasks such as remedial actions, notifications, and recovery procedures. Orchestration of complex and conditional execution and rollback provides the means to strengthen compliance, remove manual errors, and develop IT Process Automation (ITPA) to slash costs and drive compliance, releasing rare resources for more critical business priorities. Adapting to changing circumstances is a core requirement for an agile organization. That’s the DevOps methodology, and OpsBridge supports it with: \> A dynamically updating model that reflects the deployment of new application and infrastructure instances, automatically activating the required monitoring. \> Robotized features for ChatOps-based collaboration across teams and tools such as Sitescope, OpsBridge Reporter and Operations Orchestration \> Automated tasks capture and share vital production information to the extended teams, as well as activating alternative configurations to keep your business on track. - Analyze Application Health: OpsBridge provides probes dispersed across the world to measure service quality, control SLAs, and application health. That data is also fed to COSO, processed by the AIOps based analytics, and shown in reports and dashboards. - Customize Dashboards and Reporting: The Business Value Dashboard (BVD) can exploit all the status and KPI data at your disposal to provide a TV-like, live channel of business and IT news that the BVD “paints” onto any device with a browser. BVD software can display online information—such as internet news feeds, live programs, and streaming videos—in views developed using popular office tools. BVD can consume historical data stored in COSO, preprocessing, and analyzing that data before being displayed for reporting. OpsBridge Performance Engine and BVD provide highly scalable, real-time performance collection, analysis, and graphing for hundreds of metrics and consume data from COSO. You can build and combine different metrics and IT status information into powerful dashboards you can quickly tailor into domain-specific or contextually-specific dashboard mashups. Supported Technologies Management Packs are domain-specific add-ons to OpsBridge that provide pre-programmed intelligence for that domain, domain-specific reports, and correlation rules. Full details are available here: https://www.microfocus.com/media/data-sheet/operations\_bridge\_ds.pdf - Infrastructure AIX CentOS Cluster Debian HPE-UX HyperV IBM LPAR KVM Oracle Enterprise Linux RedHat Solaris Solaris Zone SUSE Ubuntu VMware vSphere Windows XEN - Databases Cassandra Couchbase Apache CouchDB Informix Marklogic Microsoft SQL Server MongoDB MySQL Oracle Database Oracle RAC PostgreSQL Riak SAP Sybase ASE - Microsoft Environments Microsoft Active Directory Microsoft Azure Microsoft Exchange Server Microsoft IIS Microsoft SharePoint Server Microsoft Skype for Business - SAP Environments SAP SAP HANA - Middleware Apache ActiveMQ Apache Kafka Apache Tomcat Apache Web Server Glassfish IBM WebSphere Application Server iPlanet JBoss Memcached Oracle Weblogic Application Server Rabbit MQ Redis Varnish - Cloud Amazon Services (EC2, EBS, ECS, Dynamo DB, Beanstalk Services, AWS Service Status, RDS, ASG, ELB, SQS, RedShift, KMS, S3, AWS Billing, AWS Service Health Dashboards) Microsoft Azure (Azure Data Factory, Azure Data Lake, Virtual Machines, Azure SQL, Storage Account, Azure App Service Plan, Azure Web Apps, Azure Active Directory Discovery, Activity Logs, Windows Activity Logs hosted on the Azure environment, Azure Load Balancer, Multi-instance support for Storage account service) Google Cloud Platform OpenStack Kubernetes - Big Data Apache Falcon Apache Flume Apache Oozie Apache Spark Apache Storm Apache Zookeeper Hadoop (Apache, Cloudera distributions) HBase Micro Focus Vertica Database Solr - Application Platforms Docker (certified) Node.js - Automation Chef Jenkins - Generic BIND DHCP File Change Monitor FTP server Generic SMTP JMX Microsoft .NET OpenSSH Perfmon SNMP - Load Balancer HAProxy Nginx - Partner IBM AS/400 IBM DB2 IBM Mainframe - Web Server gUnicorn HTTP Lighttpd - Others Github Postfix - Integrations are connectors to other tools that bring in their data for display and analysis: Ambari AppDynamics Aternity BMC Impact Manager BMC Remedy CA Spectrum Cherwell ITSM CollectD DynaTrace APM (Compuware) Dynatrace Data Center RUM (Do IT WiSE) Dynatrace Data Center RUM (J9) Dynatrace Synthetics (Do IT Wise) ExtraHop Networks Helion Monasca HEP OneView HPE Systems Insight Manager IBM NetCool IBM Tivoli (J9) OpenText™ APM OpenText™ AppPulse Active / Mobile OpenText™ ArcSight Logger / ESM OpenText™ AppManager OpenText™ Network Node Manager i (NNMi) OpenText™ Operations Manager for UNIX OpenText™ Operations Manager for Windows OpenText™ Service Manager OpenText™ Universal CMDB Microsoft SCOM Nagios New Relic Nutanix Oracle Enterprise Manager Propel Service Exchange RemedyForce / Salesforce SAP Solution Manager Service Anywhere ServiceNow (AppLink) ServiceNow (Do IT WiSE) Solarwinds Network Performance Monitor Solarwinds Server and Application Monitor Splunk VMWare vCenter Operations Manager VMware vRealize Operations (VROPS) xMatters Zabbix Zenoss **Average Rating:** 4.0/5.0 **Total Reviews:** 16 **How Do G2 Users Rate OpenText Operations Bridge (OpsBridge)?** - **Has the product been a good partner in doing business?:** 8.0/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 10.0/10 (Category avg: 8.8/10) - **Constant Monitoring:** 10.0/10 (Category avg: 8.9/10) **Who Is the Company Behind OpenText Operations Bridge (OpsBridge)?** - **Seller:** [OpenText](https://www.g2.com/sellers/opentext) - **Year Founded:** 1991 - **HQ Location:** Waterloo, ON - **Twitter:** @OpenText (21,565 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2709/ (23,048 employees on LinkedIn®) - **Ownership:** NASDAQ:OTEX **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Retail - **Company Size:** 106% Enterprise, 3% Mid-Market #### What Are OpenText Operations Bridge (OpsBridge)'s Pros and Cons? **Pros:** - Infrastructure Monitoring (1 reviews) - Monitoring (1 reviews) - Monitoring Ease (1 reviews) - Monitoring Services (1 reviews) **Cons:** - Delay Issues (1 reviews) - Delays (1 reviews) - Logging Issues (1 reviews) - Log Management (1 reviews) - Poor Customer Support (1 reviews) ### What Do G2 Reviewers Say About OpenText Operations Bridge (OpsBridge)? *AI-generated summary from verified user reviews* **Pros:** - Users highlight the **powerful infrastructure monitoring** capabilities of OpenText OpsBridge, enhancing their operational efficiency. - Users value the **powerful infrastructure monitoring** capabilities of OpenText OpsBridge, enhancing their operational efficiency. - Users find the **monitoring ease** of OpenText OpsBridge exceptionally beneficial for managing their infrastructure effectively. - Users appreciate the **powerful infrastructure monitoring** capabilities of OpenText OpsBridge, enhancing their operational efficiency. **Cons:** - Users experience significant **delay issues** with the support team, leading to unresolved tickets and wasted time. - Users report significant **delays** in support, often facing unresolved tickets and time-wasting requests for unnecessary logs. - Users face challenges with the **logging issues** , as support is often slow and requests for unnecessary logs are frustrating. - Users find the **support team lacking** , with unresolved tickets and unnecessary log requests hindering the experience. - Users express frustration over **poor customer support** , with unresolved tickets and irrelevant log requests wasting valuable time. #### What Are Recent G2 Reviews of OpenText Operations Bridge (OpsBridge)? **"[Streamlining IT Operations with Micro Focus Operations Bridge (OpsBridge)](https://www.g2.com/survey_responses/opentext-operations-bridge-opsbridge-review-7960528)"** **Rating:** 5.0/5.0 stars *— Shubham D.* [Read full review](https://www.g2.com/survey_responses/opentext-operations-bridge-opsbridge-review-7960528) --- **"[Micro focus - operation manager](https://www.g2.com/survey_responses/opentext-operations-bridge-opsbridge-review-6536212)"** **Rating:** 5.0/5.0 stars *— Verified User in Information Technology and Services* [Read full review](https://www.g2.com/survey_responses/opentext-operations-bridge-opsbridge-review-6536212) --- #### What Are G2 Users Discussing About OpenText Operations Bridge (OpsBridge)? - [What is Micro Focus Operations Bridge (OpsBridge) used for?](https://www.g2.com/discussions/what-is-micro-focus-operations-bridge-opsbridge-used-for) ### 22. [Serviceaide ChangeGear](https://www.g2.com/products/serviceaide-changegear/reviews) We help companies transform their service and support with AI-based technologies and automation to improve business processes, increase self-service and reduce costs. The goal is to provide value to both users and support organizations to reduce workload, improve quality of service and increase productivity. ChangeGear is a scalable and flexible ITSM solution with a virtual agent called Luma. ChangeGear is available in three tiers: Change Manager, Service Desk and Service Manager. ChangeGear is certified across 12 ITIL processes. **Average Rating:** 3.9/5.0 **Total Reviews:** 104 **How Do G2 Users Rate Serviceaide ChangeGear?** - **Has the product been a good partner in doing business?:** 8.4/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 7.9/10 (Category avg: 8.8/10) - **Constant Monitoring:** 7.3/10 (Category avg: 8.9/10) - **AI Text Generation:** 6.4/10 (Category avg: 7.2/10) **Who Is the Company Behind Serviceaide ChangeGear?** - **Seller:** [Serviceaide](https://www.g2.com/sellers/serviceaide) - **Company Website:** https://www.serviceaide.com - **Year Founded:** 2016 - **HQ Location:** San Jose, California - **Twitter:** @ServiceAide (11 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/10676753/ (75 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Hospital & Health Care, Information Technology and Services - **Company Size:** 50% Mid-Market, 39% Enterprise #### What Are Serviceaide ChangeGear's Pros and Cons? **Pros:** - Incident Management (5 reviews) - Asset Management (4 reviews) - Collaboration (4 reviews) - Integrations (4 reviews) - Task Management (4 reviews) **Cons:** - Outdated Interface (4 reviews) - Slow Performance (4 reviews) - Missing Features (3 reviews) - Slow Loading (3 reviews) - Bugs (2 reviews) ### What Do G2 Reviewers Say About Serviceaide ChangeGear? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **effective incident management** of Serviceaide ChangeGear, enhancing teamwork and streamlining project coordination. - Users value the **well-organized documentation** of ChangeGear, enhancing accountability and ease of tracking IT changes. - Users value the **effective collaboration** in Serviceaide ChangeGear, enhancing team coordination and reducing confusion in projects. - Users value the **seamless system integration** of Serviceaide ChangeGear, enhancing efficiency and simplifying workflows across tools. - Users appreciate the **robust task management** features of Serviceaide ChangeGear, ensuring structured processes and accountability for IT requests. **Cons:** - Users find the **outdated interface** of Serviceaide ChangeGear frustrating and less intuitive, slowing down overall efficiency. - Users report **slow performance** with Serviceaide ChangeGear, particularly during urgent tasks and while navigating large datasets. - Users find **missing features** in Serviceaide ChangeGear, such as outdated reporting tools and inflexible approval processes, frustrating. - Users experience **slow loading times** and delays, which hinder performance during urgent tasks and audits. - Users face **bugs and outdated interfaces** in ChangeGear, leading to inefficiencies and frustrations in their workflow. #### What Are Recent G2 Reviews of Serviceaide ChangeGear? **"[Our team's morale has improved since we started using Serviceaide ChangeGear](https://www.g2.com/survey_responses/serviceaide-changegear-review-11047214)"** **Rating:** 4.5/5.0 stars *— Megan P.* [Read full review](https://www.g2.com/survey_responses/serviceaide-changegear-review-11047214) --- **"[No more guessing who’s doing what](https://www.g2.com/survey_responses/serviceaide-changegear-review-11060371)"** **Rating:** 4.0/5.0 stars *— Vinicio B.* [Read full review](https://www.g2.com/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/discussions/what-are-the-benefits-and-challenges-of-using-serviceaide-changegear-for-change-management) - [What is Serviceaide ChangeGear used for?](https://www.g2.com/discussions/what-is-serviceaide-changegear-used-for) ### 23. [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:** 123 **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: 7.2/10) **Who Is the Company Behind LogicManager?** - **Seller:** [LogicManager](https://www.g2.com/sellers/logicmanager) - **Company Website:** https://www.logicmanager.com/ - **Year Founded:** 2005 - **HQ Location:** Boston, MA - **LinkedIn® Page:** https://www.linkedin.com/company/1710850/ (55 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Banking, Financial Services - **Company Size:** 31% Mid-Market, 24% Enterprise #### What Are LogicManager's Pros and Cons? **Pros:** - Ease of Use (25 reviews) - Intuitive (12 reviews) - Helpful (11 reviews) - Navigation Ease (9 reviews) - Organization (9 reviews) **Cons:** - Lack of Clarity (13 reviews) - Not Intuitive (13 reviews) - Missing Features (12 reviews) - Learning Curve (10 reviews) - Lack of Guidance (7 reviews) ### What Do G2 Reviewers Say About LogicManager? *AI-generated summary from verified user reviews* **Pros:** - Users find LogicManager to be **very easy to use** , requiring minimal training and facilitating effective inter-departmental communication. - Users value the **intuitive interface** of LogicManager, which simplifies navigation and enhances overall user experience. - Users find LogicManager **easy to use** and commend its outstanding customer service and effective communication across departments. - Users appreciate the **navigation ease** of LogicManager, finding it simple and straightforward to use. - Users value the **centralized organization** of LogicManager for efficient communication and risk management across departments. **Cons:** - Users struggle with the **lack of clarity** in navigating and creating reports within LogicManager, hindering their productivity. - Users find the interface **not intuitive** , making it challenging to locate information and create reports effectively. - Users find that LogicManager has **missing basic features** , hindering usability and lack of intelligent functionality. - Users face a **challenging learning curve** with LogicManager, struggling to navigate and utilize the system effectively. - Users feel a **lack of guidance** with LogicManager, wishing for better training and clearer instructions for usage. #### 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) --- **"[HOORAY! PURCHASING MORE MODULES](https://www.g2.com/survey_responses/logicmanager-review-11986656)"** **Rating:** 5.0/5.0 stars *— MALINDA C.* [Read full review](https://www.g2.com/survey_responses/logicmanager-review-11986656) --- ### 24. [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:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Analyst - **Top Industries:** Information Technology and Services - **Company Size:** 82% Enterprise, 18% Mid-Market #### What Are Moogsoft's Pros and Cons? **Pros:** - Alerting System (1 reviews) - Alert Management (1 reviews) - Dashboard Usability (1 reviews) - Data Visualization (1 reviews) - Visibility (1 reviews) **Cons:** - Alert Issues (1 reviews) - Performance Issues (1 reviews) - Slow Loading (1 reviews) - Slow Performance (1 reviews) ### What Do G2 Reviewers Say About Moogsoft? *AI-generated summary from verified user reviews* **Pros:** - Users highlight the **excellent alert processing** capabilities of Moogsoft, alongside its impressive dashboard features. - Users value the **efficient alert processing** of Moogsoft, appreciating the effective dashboard and streamlined alert management. - Users appreciate the **awesome dashboard** of Moogsoft, enhancing their efficiency in processing alerts effectively. - Users value the **excellent data visualization** in Moogsoft, highlighting its helpful dashboards and effective alert processing. - Users praise Moogsoft for its **excellent visibility** through an impressive dashboard that enhances alert management. **Cons:** - Users face **stability issues** with Moogsoft, especially under high load, leading to service interruptions. - Users report significant **performance issues** with Moogsoft, particularly under heavy load, leading to system downtime. - Users express concerns about **slow loading** times in Moogsoft, especially under increased system loads, impacting performance. - Users are frustrated with Moogsoft's **slow performance** under heavy loads, often resulting in system downtime. #### 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) ### 25. [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: 7.2/10) **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:** https://www.linkedin.com/company/166039/ (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% Mid-Market, 41% Small-Business #### What Are SolarWinds IT Incident Response (Squadcast)'s Pros and Cons? **Pros:** - Alert Management (50 reviews) - Ease of Use (47 reviews) - Incident Management (29 reviews) - Integrations (27 reviews) - Features (22 reviews) **Cons:** - Notification Issues (28 reviews) - Alert Overload (20 reviews) - Missing Features (11 reviews) - Feature Issues (9 reviews) - Scheduling Issues (9 reviews) ### What Do G2 Reviewers Say About SolarWinds IT Incident Response (Squadcast)? *AI-generated summary from verified user reviews* **Pros:** - Users value the **real-time alerts and effective scheduling** features of Squadcast, enhancing incident management efficiency. - Users appreciate the **user-friendly interface** of SolarWinds IT Incident Response, making setup and use easy and efficient. - Users praise the **intuitive navigation and robust automation** in Squadcast, streamlining incident management effectively. - Users value the **wide range of integrations** with tools, enhancing centralized incident management across diverse tech environments. - Users appreciate the **real-time alerts and feature-rich reporting** of SolarWinds IT Incident Response, enhancing their incident management experience. **Cons:** - Users experience **notification issues** with Squadcast, like alert fatigue and limitations in acknowledging multiple alerts. - Users experience **alert overload** with Squadcast, causing fatigue due to poorly configured alert rules and simultaneous notifications. - Users find the **missing features** in SolarWinds IT Incident Response limit effective incident management and usability. - Users report **feature issues** with Squadcast, including complex UI and challenges with bulk actions and integrations. - Users face **scheduling issues** which complicate management tasks and affect the overall ease of use. #### What Are Recent G2 Reviews of SolarWinds IT Incident Response (Squadcast)? **"[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) --- **"[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) --- #### 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 ## What Is Incident Management Software? [IT Management Software](https://www.g2.com/categories/it-management) ## What Software Categories Are Similar to Incident Management Software? - [Service Desk Software](https://www.g2.com/categories/service-desk) - [IT Alerting Software](https://www.g2.com/categories/it-alerting) - [IT Asset Management Software](https://www.g2.com/categories/it-asset-management) - [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) - [Cloud Infrastructure Monitoring Software](https://www.g2.com/categories/cloud-infrastructure-monitoring) - [AIOps Tools](https://www.g2.com/categories/aiops-platforms) - [ AI SRE Tools Software](https://www.g2.com/categories/ai-sre-tools) --- ## 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. --- ## What Are the Most Common Questions About Incident Management Software? *AI-generated · Last updated: June 3, 2026* ### Which solution supports incident management for hybrid IT environments Based on G2 reviews, several products in this category are used to manage alerts, routing, and response across mixed environments and connected systems. - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management) — centralized incidents, workflows, and CMDB. - [xMatters](https://www.g2.com/products/xmatters) — on-call routing across connected tools. - [PagerDuty](https://www.g2.com/products/pagerduty) — multi-channel alerts for distributed responders. - [Jira Service Management](https://www.g2.com/products/jira-service-management) — structured ticketing with cross-team visibility. ### Which incident management tool offers the fastest response time Based on G2 reviews, buyers most often favor products that reduce handoff delays through alert routing, ownership clarity, and fast notification workflows. - [xMatters](https://www.g2.com/products/xmatters) — rapid escalations with on-call routing. - [PagerDuty](https://www.g2.com/products/pagerduty) — immediate paging and escalation workflows. - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management) — automated routing with SLA visibility. - [Xurrent IMR](https://www.g2.com/products/xurrent-imr) — timely alerts with grouped incidents. ### Which vendor offers AI-powered incident prioritization Based on G2 reviews, a few vendors are associated with AI-assisted summaries, noise reduction, or workflow support that can help teams triage incidents faster. - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management) — AI summaries and suggested resolutions. - [PagerDuty](https://www.g2.com/products/pagerduty) — AI summaries and event correlation. - [Xurrent IMR](https://www.g2.com/products/xurrent-imr) — AI postmortems and alert analytics. - [xMatters](https://www.g2.com/products/xmatters) — workflow automation with incident summaries. ### What should buyers look for in incident management software According to verified users, strong incident management software should make ownership clear, route alerts to the right responder, and keep incident details centralized. Reviews repeatedly highlight the value of on-call scheduling, escalation paths, multi-channel notifications, and integrations with tools like Slack, Jira, ServiceNow, AWS, Datadog, and Microsoft Teams. Buyers also seem to care about timeline visibility, audit trails, and reporting that supports post-incident reviews. Several reviews mention that reducing alert noise is just as important as alert delivery itself. Ease of setup matters too, because complex workflow configuration, weak search, or clunky reporting can slow adoption and make high-pressure response harder. ### What features define modern incident management According to verified users, modern incident management is defined by alert routing, escalation automation, on-call scheduling, and clear incident ownership. Across recent reviews, teams value platforms that centralize alerts from monitoring and ticketing systems, reduce duplicate notifications, and keep communication structured during outages. Buyers also look for incident timelines, post-incident reporting, and integrations that connect response work with tools already in use. Mobile access matters because responders often need to acknowledge, escalate, or review incidents away from a desk. Many reviews also point to AI-assisted summaries, alert grouping, and workflow automation as useful additions when they reduce manual coordination rather than adding more complexity.