# 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.





## Category Overview

**Total Products under this Category:** 121


## Trust & Credibility Stats

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

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

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


## Best Incident Management Software At A Glance

- **Best for Small Businesses:** [NinjaOne](https://www.g2.com/products/ninjaone/reviews)
- **Best for Mid-Market:** [NinjaOne](https://www.g2.com/products/ninjaone/reviews)
- **Best for Enterprise:** [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews)
- **Highest User Satisfaction:** [NinjaOne](https://www.g2.com/products/ninjaone/reviews)
- **Best Free Software:** [Freshservice](https://www.g2.com/products/freshservice/reviews)

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


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

**User Satisfaction Scores:**

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


**Seller Details:**

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

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


#### Pros & Cons

**Pros:**

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

**Cons:**

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

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


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

**User Satisfaction Scores:**

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


**Seller Details:**

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

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


#### Pros & Cons

**Pros:**

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

**Cons:**

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

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


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

**User Satisfaction Scores:**

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


**Seller Details:**

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

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


#### Pros & Cons

**Pros:**

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

**Cons:**

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

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


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

**User Satisfaction Scores:**

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


**Seller Details:**

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

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


#### Pros & Cons

**Pros:**

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

**Cons:**

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

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


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

**User Satisfaction Scores:**

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


**Seller Details:**

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

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


#### Pros & Cons

**Pros:**

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

**Cons:**

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

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


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

**User Satisfaction Scores:**

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


**Seller Details:**

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

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


#### Pros & Cons

**Pros:**

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

**Cons:**

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

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


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

**User Satisfaction Scores:**

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


**Seller Details:**

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

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


#### Pros & Cons

**Pros:**

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

**Cons:**

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

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


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

**User Satisfaction Scores:**

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


**Seller Details:**

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

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


#### Pros & Cons

**Pros:**

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

**Cons:**

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

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


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

**User Satisfaction Scores:**

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


**Seller Details:**

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

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


#### Pros & Cons

**Pros:**

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

**Cons:**

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

  ### 10. [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

**User Satisfaction Scores:**

- **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)


**Seller Details:**

- **Seller:** [Cisco](https://www.g2.com/sellers/cisco)
- **Year Founded:** 1984
- **HQ Location:** San Jose, CA
- **Twitter:** @Cisco (721,388 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/cisco/ (95,742 employees on LinkedIn®)
- **Ownership:** NASDAQ:CSCO

**Reviewer Demographics:**
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 46% Mid-Market, 35% Enterprise


#### Pros & Cons

**Pros:**

- Alerting System (1 reviews)
- Alert Management (1 reviews)
- Analytics (1 reviews)
- Customer Support (1 reviews)
- Customization (1 reviews)

**Cons:**

- Complexity (1 reviews)
- Complex UI (1 reviews)
- Difficult Customization (1 reviews)
- Feature Limitations (1 reviews)
- Limited Features (1 reviews)

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


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

**User Satisfaction Scores:**

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


**Seller Details:**

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

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


#### Pros & Cons

**Pros:**

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

**Cons:**

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

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


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

**User Satisfaction Scores:**

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


**Seller Details:**

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

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


#### Pros & Cons

**Pros:**

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

**Cons:**

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

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


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

**User Satisfaction Scores:**

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


**Seller Details:**

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

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


#### Pros & Cons

**Pros:**

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

**Cons:**

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

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


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

**User Satisfaction Scores:**

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


**Seller Details:**

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

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


#### Pros & Cons

**Pros:**

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

**Cons:**

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

  ### 15. [OnPage](https://www.g2.com/products/onpage/reviews)
  OnPage critical communication and incident alert management system enables rapid resolution of critical IT, healthcare, or IoT incidents through efficient HIPAA-secure communication. With OnPage, healthcare organizations and IT teams are empowered to significantly improve their event detection and response with an advanced, secure critical communication and collaboration platform. By unifying automation, secure messaging, collaboration, mass messaging and real-time analytical insights, OnPage’s purpose-built platform supports complex workflows with unmatched precision and ensures that urgent alerts are never missed. For healthcare organizations, OnPage offers an all-in-one, HIPAA-compliant clinical communication and collaboration platform designed to accelerate response times, improve coordination, enhance patient outcomes, improve situational awareness and reduce risks. For IT teams, OnPage provides an automated incident alert management and on-call scheduling 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, 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

**User Satisfaction Scores:**

- **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: 7.3/10)


**Seller Details:**

- **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/ (38 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Physician, Owner
  - **Top Industries:** Hospital & Health Care, Information Technology and Services
  - **Company Size:** 53% Small-Business, 30% Mid-Market


#### Pros & 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)

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


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

**User Satisfaction Scores:**

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


**Seller Details:**

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

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


#### Pros & Cons

**Pros:**

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

**Cons:**

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

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


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

**User Satisfaction Scores:**

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


**Seller Details:**

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

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


#### Pros & Cons

**Pros:**

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


  ### 18. [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:** 140

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 8.7/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 8.3/10 (Category avg: 8.9/10)
- **AI Text Generation:** 8.3/10 (Category avg: 7.3/10)


**Seller Details:**

- **Seller:** [FireHydrant](https://www.g2.com/sellers/firehydrant)
- **Company Website:** https://firehydrant.com
- **Year Founded:** 2018
- **HQ Location:** New York, New York
- **Twitter:** @FireHydrant (1,268 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/firehydrant/ (30 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Software Engineer
  - **Top Industries:** Financial Services, Computer Software
  - **Company Size:** 50% Mid-Market, 45% Enterprise


#### Pros & Cons

**Pros:**

- Automation (5 reviews)
- Integrations (5 reviews)
- Alert Management (4 reviews)
- Customer Support (3 reviews)
- Ease of Use (3 reviews)

**Cons:**

- Limited Customization (2 reviews)
- Complex Setup (1 reviews)
- Feature Issues (1 reviews)
- Integration Issues (1 reviews)
- Login Issues (1 reviews)

  ### 19. [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

**User Satisfaction Scores:**

- **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)


**Seller Details:**

- **Seller:** [Derdack](https://www.g2.com/sellers/derdack)
- **Year Founded:** 1999
- **HQ Location:** Potsdam, Germany
- **Twitter:** @Derdack (10,204 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/136208/ (32 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Information Technology and Services
  - **Company Size:** 59% Enterprise, 27% Mid-Market


  ### 20. [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

**User Satisfaction Scores:**

- **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)


**Seller Details:**

- **Seller:** [OpenText](https://www.g2.com/sellers/opentext)
- **Year Founded:** 1991
- **HQ Location:** Waterloo, ON
- **Twitter:** @OpenText (21,588 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/2709/ (23,339 employees on LinkedIn®)
- **Ownership:** NASDAQ:OTEX

**Reviewer Demographics:**
  - **Top Industries:** Information Technology and Services, Retail
  - **Company Size:** 106% Enterprise, 3% Mid-Market


#### Pros & 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)

  ### 21. [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:** 37

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.4/10 (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: 7.3/10)


**Seller Details:**

- **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 (60,996 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/1491/ (18,238 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Banking, Financial Services
  - **Company Size:** 47% Enterprise, 32% Mid-Market


#### Pros & 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)

  ### 22. [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:** 118

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 8.6/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 7.9/10 (Category avg: 8.9/10)
- **AI Text Generation:** 7.8/10 (Category avg: 7.3/10)


**Seller Details:**

- **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/ (58 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Banking, Financial Services
  - **Company Size:** 31% Mid-Market, 24% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (26 reviews)
- Intuitive (14 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)

  ### 23. [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

**User Satisfaction Scores:**

- **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: 7.3/10)


**Seller Details:**

- **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/ (77 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Hospital & Health Care, Information Technology and Services
  - **Company Size:** 50% Mid-Market, 39% Enterprise


#### Pros & 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)

  ### 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

**User Satisfaction Scores:**

- **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)


**Seller Details:**

- **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®)

**Reviewer Demographics:**
  - **Who Uses This:** Analyst
  - **Top Industries:** Information Technology and Services
  - **Company Size:** 82% Enterprise, 18% Mid-Market


#### Pros & 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)

  ### 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

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 8.3/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 8.8/10 (Category avg: 8.9/10)
- **AI Text Generation:** 7.4/10 (Category avg: 7.3/10)


**Seller Details:**

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

**Reviewer Demographics:**
  - **Who Uses This:** DevOps Engineer, Software Engineer
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 50% Mid-Market, 41% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (4 reviews)
- Integrations (4 reviews)
- Easy Setup (3 reviews)
- Incident Management (3 reviews)
- Easy Integrations (2 reviews)

**Cons:**

- Insufficient Information (1 reviews)
- Lack of Guidance (1 reviews)
- Lack of Tutorials (1 reviews)
- Limited Features (1 reviews)
- Limited Free Services (1 reviews)



## Parent Category

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



## Related Categories

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



---

## Buyer Guide

### What You Should Know About Incident Management Software

### What is Incident Management Software?

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

### Who Uses Incident Management Software?

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

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

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

#### Software Related to Incident Management Software

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

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

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

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

### Challenges with Incident Management Software

Software solutions can come with their own set of challenges. 

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

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

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

### How to Buy Incident Management Software

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

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

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

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

#### Compare Incident Management Software

**Create a long list**

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

**Create a short list**

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

**Conduct demos**

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

#### Selection of Incident Management Software

**Choose a selection team**

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

**Negotiation**

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

**Final decision**

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