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Best Incident Management Software for Medium-Sized Businesses

Tian Lin
TL
Researched and written by 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, medium-sized business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Medium-Sized 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 Medium-Sized Business Incident Management category.

In addition to qualifying for inclusion in the Incident Management Software category, to qualify for inclusion in the Medium-Sized Business Incident Management Software category, a product must have at least 10 reviews left by a reviewer from a medium-sized business.

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G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.

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35 Listings in Incident Management Available
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    G2 Score
NinjaOne
(3,319)4.7 out of 5
Optimized for quick response
1st Easiest To Use in Incident Management software
View top Consulting Services for NinjaOne
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    NinjaOne unifies IT to simplify work for 35,000+ customers in 140+ countries. The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote acces

    Users
    • IT Manager
    • Owner
    Industries
    • Information Technology and Services
    • Computer & Network Security
    Market Segment
    • 49% Mid-Market
    • 44% Small-Business
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • NinjaOne is a versatile tool that serves multiple purposes, including device management, monitoring, application management, and more.
    • Users frequently mention the ease of use, reliability, and the quality of the remote screen share, as well as the continuous updates that add new features and make patch management easier.
    • Users mentioned that certain settings and features can be unnecessarily complicated, the interface can feel cluttered due to recent updates, and the reporting feature could use some improvement.
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • NinjaOne Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    1,384
    Features
    917
    Remote Access
    858
    Automation
    820
    Customer Support
    760
    Cons
    Missing Features
    703
    Limited Features
    355
    Improvement Needed
    332
    Needs Improvement
    326
    Feature Issues
    299
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • NinjaOne features and usability ratings that predict user satisfaction
    9.4
    Has the product been a good partner in doing business?
    Average: 9.1
    8.5
    Lifecycle Visualization
    Average: 8.7
    9.2
    Constant Monitoring
    Average: 8.9
    6.5
    AI Text Generation
    Average: 7.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    NinjaOne
    Company Website
    Year Founded
    2013
    HQ Location
    Austin, Texas
    Twitter
    @NinjaOne
    3,445 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    2,006 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

NinjaOne unifies IT to simplify work for 35,000+ customers in 140+ countries. The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote acces

Users
  • IT Manager
  • Owner
Industries
  • Information Technology and Services
  • Computer & Network Security
Market Segment
  • 49% Mid-Market
  • 44% Small-Business
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • NinjaOne is a versatile tool that serves multiple purposes, including device management, monitoring, application management, and more.
  • Users frequently mention the ease of use, reliability, and the quality of the remote screen share, as well as the continuous updates that add new features and make patch management easier.
  • Users mentioned that certain settings and features can be unnecessarily complicated, the interface can feel cluttered due to recent updates, and the reporting feature could use some improvement.
NinjaOne Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
1,384
Features
917
Remote Access
858
Automation
820
Customer Support
760
Cons
Missing Features
703
Limited Features
355
Improvement Needed
332
Needs Improvement
326
Feature Issues
299
View All Pros and Cons
NinjaOne features and usability ratings that predict user satisfaction
9.4
Has the product been a good partner in doing business?
Average: 9.1
8.5
Lifecycle Visualization
Average: 8.7
9.2
Constant Monitoring
Average: 8.9
6.5
AI Text Generation
Average: 7.2
Seller Details
Seller
NinjaOne
Company Website
Year Founded
2013
HQ Location
Austin, Texas
Twitter
@NinjaOne
3,445 Twitter followers
LinkedIn® Page
www.linkedin.com
2,006 employees on LinkedIn®
Jira Service Management
(960)4.3 out of 5
6th Easiest To Use in Incident Management software
View top Consulting Services for Jira Service Management
Save to My Lists
Entry Level Price:0 /agent/month
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 sta

    Users
    • Software Engineer
    • Senior Software Engineer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 42% Mid-Market
    • 38% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Jira Service Management Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    45
    Automation
    28
    Integrations
    28
    Ticket Management
    28
    Features
    27
    Cons
    Learning Curve
    34
    Steep Learning Curve
    27
    Complexity
    26
    Complex Setup
    19
    Complex UI
    15
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Jira Service Management features and usability ratings that predict user satisfaction
    8.7
    Has the product been a good partner in doing business?
    Average: 9.1
    9.0
    Lifecycle Visualization
    Average: 8.7
    8.9
    Constant Monitoring
    Average: 8.9
    8.0
    AI Text Generation
    Average: 7.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Atlassian
    Company Website
    Year Founded
    2002
    HQ Location
    Sydney and San Francisco
    Twitter
    @Atlassian
    105,486 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    19,572 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 sta

Users
  • Software Engineer
  • Senior Software Engineer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 42% Mid-Market
  • 38% Enterprise
Jira Service Management Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
45
Automation
28
Integrations
28
Ticket Management
28
Features
27
Cons
Learning Curve
34
Steep Learning Curve
27
Complexity
26
Complex Setup
19
Complex UI
15
View All Pros and Cons
Jira Service Management features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 9.1
9.0
Lifecycle Visualization
Average: 8.7
8.9
Constant Monitoring
Average: 8.9
8.0
AI Text Generation
Average: 7.2
Seller Details
Seller
Atlassian
Company Website
Year Founded
2002
HQ Location
Sydney and San Francisco
Twitter
@Atlassian
105,486 Twitter followers
LinkedIn® Page
www.linkedin.com
19,572 employees on LinkedIn®

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ServiceNow IT Service Management
(1,210)4.4 out of 5
7th Easiest To Use in Incident Management software
View top Consulting Services for ServiceNow IT Service Management
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    ServiceNow IT Service Management (ITSM) is a comprehensive cloud-based AI software solution designed to streamline and enhance the delivery of IT services within a business. With ServiceNow ITSM, orga

    Users
    • Consultant
    • Software Engineer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 73% Enterprise
    • 21% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • ServiceNow IT Service Management Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    158
    Incident Management
    104
    Efficiency
    95
    Features
    90
    Automation
    78
    Cons
    Learning Curve
    65
    Expensive
    55
    Complexity
    50
    Limited Customization
    47
    Customization Difficulty
    44
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • ServiceNow IT Service Management features and usability ratings that predict user satisfaction
    8.9
    Has the product been a good partner in doing business?
    Average: 9.1
    8.7
    Lifecycle Visualization
    Average: 8.7
    8.9
    Constant Monitoring
    Average: 8.9
    8.3
    AI Text Generation
    Average: 7.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    ServiceNow
    Company Website
    Year Founded
    2004
    HQ Location
    Santa Clara, CA
    Twitter
    @servicenow
    53,151 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    31,344 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

ServiceNow IT Service Management (ITSM) is a comprehensive cloud-based AI software solution designed to streamline and enhance the delivery of IT services within a business. With ServiceNow ITSM, orga

Users
  • Consultant
  • Software Engineer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 73% Enterprise
  • 21% Mid-Market
ServiceNow IT Service Management Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
158
Incident Management
104
Efficiency
95
Features
90
Automation
78
Cons
Learning Curve
65
Expensive
55
Complexity
50
Limited Customization
47
Customization Difficulty
44
View All Pros and Cons
ServiceNow IT Service Management features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 9.1
8.7
Lifecycle Visualization
Average: 8.7
8.9
Constant Monitoring
Average: 8.9
8.3
AI Text Generation
Average: 7.2
Seller Details
Seller
ServiceNow
Company Website
Year Founded
2004
HQ Location
Santa Clara, CA
Twitter
@servicenow
53,151 Twitter followers
LinkedIn® Page
www.linkedin.com
31,344 employees on LinkedIn®
xMatters
(704)4.5 out of 5
Optimized for quick response
3rd Easiest To Use in Incident Management software
Save to My Lists
Entry Level Price:Free
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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. xMat

    Users
    • Software Engineer
    • Incident Manager
    Industries
    • Information Technology and Services
    • Financial Services
    Market Segment
    • 64% Enterprise
    • 25% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • xMatters Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Alerting System
    73
    Ease of Use
    64
    Alert Management
    59
    Notifications
    51
    Integrations
    45
    Cons
    Complexity
    35
    Learning Curve
    28
    Difficult Setup
    17
    Complex Setup
    16
    Integration Issues
    15
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • xMatters features and usability ratings that predict user satisfaction
    9.3
    Has the product been a good partner in doing business?
    Average: 9.1
    9.0
    Lifecycle Visualization
    Average: 8.7
    9.3
    Constant Monitoring
    Average: 8.9
    8.3
    AI Text Generation
    Average: 7.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Everbridge
    Company Website
    Year Founded
    2002
    HQ Location
    Vienna, VA
    Twitter
    @Everbridge
    4,790 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,591 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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. xMat

Users
  • Software Engineer
  • Incident Manager
Industries
  • Information Technology and Services
  • Financial Services
Market Segment
  • 64% Enterprise
  • 25% Mid-Market
xMatters Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Alerting System
73
Ease of Use
64
Alert Management
59
Notifications
51
Integrations
45
Cons
Complexity
35
Learning Curve
28
Difficult Setup
17
Complex Setup
16
Integration Issues
15
View All Pros and Cons
xMatters features and usability ratings that predict user satisfaction
9.3
Has the product been a good partner in doing business?
Average: 9.1
9.0
Lifecycle Visualization
Average: 8.7
9.3
Constant Monitoring
Average: 8.9
8.3
AI Text Generation
Average: 7.2
Seller Details
Seller
Everbridge
Company Website
Year Founded
2002
HQ Location
Vienna, VA
Twitter
@Everbridge
4,790 Twitter followers
LinkedIn® Page
www.linkedin.com
1,591 employees on LinkedIn®
Freshservice
(1,308)4.6 out of 5
Optimized for quick response
9th Easiest To Use in Incident Management software
Save to My Lists
Entry Level Price:$19.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Freshservice is Freshworks’s intelligent, right-sized, cloud-native service management solution. Freshservice does this by taking a fresh approach to building and delivering modern employee experience

    Users
    • IT Manager
    • IT Director
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 61% Mid-Market
    • 20% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Freshservice Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    71
    Features
    40
    Automation
    38
    Easy Setup
    30
    Integrations
    30
    Cons
    Missing Features
    24
    Limited Features
    19
    Learning Curve
    18
    Limited Customization
    17
    Limited Functionality
    13
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Freshservice features and usability ratings that predict user satisfaction
    9.1
    Has the product been a good partner in doing business?
    Average: 9.1
    8.5
    Lifecycle Visualization
    Average: 8.7
    8.3
    Constant Monitoring
    Average: 8.9
    7.8
    AI Text Generation
    Average: 7.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Freshworks
    Company Website
    Year Founded
    2010
    HQ Location
    San Mateo, CA
    Twitter
    @FreshworksInc
    19,063 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    9,542 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Freshservice is Freshworks’s intelligent, right-sized, cloud-native service management solution. Freshservice does this by taking a fresh approach to building and delivering modern employee experience

Users
  • IT Manager
  • IT Director
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 61% Mid-Market
  • 20% Enterprise
Freshservice Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
71
Features
40
Automation
38
Easy Setup
30
Integrations
30
Cons
Missing Features
24
Limited Features
19
Learning Curve
18
Limited Customization
17
Limited Functionality
13
View All Pros and Cons
Freshservice features and usability ratings that predict user satisfaction
9.1
Has the product been a good partner in doing business?
Average: 9.1
8.5
Lifecycle Visualization
Average: 8.7
8.3
Constant Monitoring
Average: 8.9
7.8
AI Text Generation
Average: 7.2
Seller Details
Seller
Freshworks
Company Website
Year Founded
2010
HQ Location
San Mateo, CA
Twitter
@FreshworksInc
19,063 Twitter followers
LinkedIn® Page
www.linkedin.com
9,542 employees on LinkedIn®
PagerDuty
(916)4.5 out of 5
10th Easiest To Use in Incident Management software
Save to My Lists
Free trial available
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 incid

    Users
    • Software Engineer
    • Senior Software Engineer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 43% Mid-Market
    • 38% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • PagerDuty Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Alert Notifications
    20
    Alerting System
    18
    Alert Management
    16
    Easy Integrations
    15
    Integrations
    15
    Cons
    Alert Issues
    10
    Expensive
    9
    Complexity
    8
    Pricing Issues
    7
    Setup Complexity
    7
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • PagerDuty features and usability ratings that predict user satisfaction
    8.9
    Has the product been a good partner in doing business?
    Average: 9.1
    9.0
    Lifecycle Visualization
    Average: 8.7
    9.2
    Constant Monitoring
    Average: 8.9
    8.0
    AI Text Generation
    Average: 7.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    PagerDuty
    Company Website
    Year Founded
    2009
    HQ Location
    San Francisco, CA
    Twitter
    @pagerduty
    24,639 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,309 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 incid

Users
  • Software Engineer
  • Senior Software Engineer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 43% Mid-Market
  • 38% Enterprise
PagerDuty Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Alert Notifications
20
Alerting System
18
Alert Management
16
Easy Integrations
15
Integrations
15
Cons
Alert Issues
10
Expensive
9
Complexity
8
Pricing Issues
7
Setup Complexity
7
View All Pros and Cons
PagerDuty features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 9.1
9.0
Lifecycle Visualization
Average: 8.7
9.2
Constant Monitoring
Average: 8.9
8.0
AI Text Generation
Average: 7.2
Seller Details
Seller
PagerDuty
Company Website
Year Founded
2009
HQ Location
San Francisco, CA
Twitter
@pagerduty
24,639 Twitter followers
LinkedIn® Page
www.linkedin.com
1,309 employees on LinkedIn®
incident.io
(179)4.8 out of 5
8th Easiest To Use in Incident Management software
Save to My Lists
Entry Level Price:Free
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 thousan

    Users
    • Senior Software Engineer
    • Site Reliability Engineer
    Industries
    • Computer Software
    • Financial Services
    Market Segment
    • 67% Mid-Market
    • 20% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • incident.io Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    31
    Customer Support
    30
    Slack Integration
    26
    Integrations
    22
    Customer Satisfaction
    18
    Cons
    Missing Features
    9
    Limited Features
    7
    Feature Issues
    4
    Confusion
    3
    Integration Issues
    3
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • incident.io features and usability ratings that predict user satisfaction
    9.7
    Has the product been a good partner in doing business?
    Average: 9.1
    9.3
    Lifecycle Visualization
    Average: 8.7
    8.8
    Constant Monitoring
    Average: 8.9
    8.2
    AI Text Generation
    Average: 7.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    incident.io
    Company Website
    Year Founded
    2021
    HQ Location
    New York, US
    Twitter
    @incident_io
    3,557 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    143 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 thousan

Users
  • Senior Software Engineer
  • Site Reliability Engineer
Industries
  • Computer Software
  • Financial Services
Market Segment
  • 67% Mid-Market
  • 20% Enterprise
incident.io Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
31
Customer Support
30
Slack Integration
26
Integrations
22
Customer Satisfaction
18
Cons
Missing Features
9
Limited Features
7
Feature Issues
4
Confusion
3
Integration Issues
3
View All Pros and Cons
incident.io features and usability ratings that predict user satisfaction
9.7
Has the product been a good partner in doing business?
Average: 9.1
9.3
Lifecycle Visualization
Average: 8.7
8.8
Constant Monitoring
Average: 8.9
8.2
AI Text Generation
Average: 7.2
Seller Details
Seller
incident.io
Company Website
Year Founded
2021
HQ Location
New York, US
Twitter
@incident_io
3,557 Twitter followers
LinkedIn® Page
www.linkedin.com
143 employees on LinkedIn®
SolarWinds Service Desk
(762)4.3 out of 5
Optimized for quick response
13th Easiest To Use in Incident Management software
Save to My Lists
Entry Level Price:$39.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    SolarWinds® Service Desk is an all-in-one service management platform designed to help IT teams and various departments deliver reliable and efficient service. This comprehensive solution integrates t

    Users
    • IT Manager
    • Systems Administrator
    Industries
    • Information Technology and Services
    • Hospital & Health Care
    Market Segment
    • 68% Mid-Market
    • 24% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • SolarWinds Service Desk Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    7
    Asset Management
    6
    Ticketing System
    6
    Ticket Management
    5
    User Interface
    5
    Cons
    Missing Features
    4
    Asset Management
    3
    Insufficient Information
    3
    App Limitations
    2
    Complexity
    2
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • SolarWinds Service Desk features and usability ratings that predict user satisfaction
    9.0
    Has the product been a good partner in doing business?
    Average: 9.1
    8.4
    Lifecycle Visualization
    Average: 8.7
    8.4
    Constant Monitoring
    Average: 8.9
    5.9
    AI Text Generation
    Average: 7.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    SolarWinds Worldwide LLC
    Company Website
    Year Founded
    1999
    HQ Location
    Austin, TX
    Twitter
    @solarwinds
    19,675 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    2,814 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

SolarWinds® Service Desk is an all-in-one service management platform designed to help IT teams and various departments deliver reliable and efficient service. This comprehensive solution integrates t

Users
  • IT Manager
  • Systems Administrator
Industries
  • Information Technology and Services
  • Hospital & Health Care
Market Segment
  • 68% Mid-Market
  • 24% Enterprise
SolarWinds Service Desk Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
7
Asset Management
6
Ticketing System
6
Ticket Management
5
User Interface
5
Cons
Missing Features
4
Asset Management
3
Insufficient Information
3
App Limitations
2
Complexity
2
View All Pros and Cons
SolarWinds Service Desk features and usability ratings that predict user satisfaction
9.0
Has the product been a good partner in doing business?
Average: 9.1
8.4
Lifecycle Visualization
Average: 8.7
8.4
Constant Monitoring
Average: 8.9
5.9
AI Text Generation
Average: 7.2
Seller Details
Seller
SolarWinds Worldwide LLC
Company Website
Year Founded
1999
HQ Location
Austin, TX
Twitter
@solarwinds
19,675 Twitter followers
LinkedIn® Page
www.linkedin.com
2,814 employees on LinkedIn®
Pulseway
(119)4.6 out of 5
11th Easiest To Use in Incident Management software
Save to My Lists
Entry Level Price:from $39 Tier based pr...
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Pulseway is RMM software, built to help MSPs and IT teams reduce downtime, take control and become more efficient. Pulseway provides all-in-one IT monitoring and management software, filled with featu

    Users
    • IT Manager
    • Owner
    Industries
    • Information Technology and Services
    • Computer & Network Security
    Market Segment
    • 53% Small-Business
    • 41% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Pulseway Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    39
    Customer Support
    36
    Features
    30
    Intuitive
    20
    Remote Access
    20
    Cons
    Missing Features
    21
    Feature Issues
    13
    Needs Improvement
    12
    Lacking Features
    11
    Limited Features
    11
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Pulseway features and usability ratings that predict user satisfaction
    9.3
    Has the product been a good partner in doing business?
    Average: 9.1
    9.2
    Lifecycle Visualization
    Average: 8.7
    9.8
    Constant Monitoring
    Average: 8.9
    5.0
    AI Text Generation
    Average: 7.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    MMSoft Design
    Year Founded
    2011
    HQ Location
    Dublin, Ireland
    Twitter
    @pulsewayapp
    6,115 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    47 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Pulseway is RMM software, built to help MSPs and IT teams reduce downtime, take control and become more efficient. Pulseway provides all-in-one IT monitoring and management software, filled with featu

Users
  • IT Manager
  • Owner
Industries
  • Information Technology and Services
  • Computer & Network Security
Market Segment
  • 53% Small-Business
  • 41% Mid-Market
Pulseway Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
39
Customer Support
36
Features
30
Intuitive
20
Remote Access
20
Cons
Missing Features
21
Feature Issues
13
Needs Improvement
12
Lacking Features
11
Limited Features
11
View All Pros and Cons
Pulseway features and usability ratings that predict user satisfaction
9.3
Has the product been a good partner in doing business?
Average: 9.1
9.2
Lifecycle Visualization
Average: 8.7
9.8
Constant Monitoring
Average: 8.9
5.0
AI Text Generation
Average: 7.2
Seller Details
Seller
MMSoft Design
Year Founded
2011
HQ Location
Dublin, Ireland
Twitter
@pulsewayapp
6,115 Twitter followers
LinkedIn® Page
www.linkedin.com
47 employees on LinkedIn®
New Relic
(582)4.4 out of 5
Optimized for quick response
15th Easiest To Use in Incident Management software
Save to My Lists
Entry Level Price:Free
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 t

    Users
    • Software Engineer
    • Senior Software Engineer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 42% Mid-Market
    • 30% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • New Relic Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Real-time Monitoring
    94
    Ease of Use
    93
    Monitoring
    73
    Insights
    67
    User Interface
    61
    Cons
    Expensive
    63
    Pricing Issues
    52
    Complexity
    48
    Learning Curve
    48
    Complex Setup
    37
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • New Relic features and usability ratings that predict user satisfaction
    8.5
    Has the product been a good partner in doing business?
    Average: 9.1
    8.9
    Lifecycle Visualization
    Average: 8.7
    9.5
    Constant Monitoring
    Average: 8.9
    7.9
    AI Text Generation
    Average: 7.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    New Relic
    Company Website
    Year Founded
    2008
    HQ Location
    San Francisco, CA
    Twitter
    @newrelic
    66,018 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    3,028 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 t

Users
  • Software Engineer
  • Senior Software Engineer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 42% Mid-Market
  • 30% Enterprise
New Relic Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Real-time Monitoring
94
Ease of Use
93
Monitoring
73
Insights
67
User Interface
61
Cons
Expensive
63
Pricing Issues
52
Complexity
48
Learning Curve
48
Complex Setup
37
View All Pros and Cons
New Relic features and usability ratings that predict user satisfaction
8.5
Has the product been a good partner in doing business?
Average: 9.1
8.9
Lifecycle Visualization
Average: 8.7
9.5
Constant Monitoring
Average: 8.9
7.9
AI Text Generation
Average: 7.2
Seller Details
Seller
New Relic
Company Website
Year Founded
2008
HQ Location
San Francisco, CA
Twitter
@newrelic
66,018 Twitter followers
LinkedIn® Page
www.linkedin.com
3,028 employees on LinkedIn®
Xurrent IMR
(141)4.6 out of 5
4th Easiest To Use in Incident Management software
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 tic

    Users
    • Software Engineer
    • Senior Software Engineer
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 50% Mid-Market
    • 27% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Xurrent IMR Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    28
    Alert Management
    27
    Integrations
    19
    Customer Support
    15
    User Interface
    15
    Cons
    Notification Issues
    7
    Missing Features
    6
    Feature Issues
    5
    Limited Customization
    4
    Limited Features
    4
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Xurrent IMR features and usability ratings that predict user satisfaction
    9.3
    Has the product been a good partner in doing business?
    Average: 9.1
    8.6
    Lifecycle Visualization
    Average: 8.7
    9.0
    Constant Monitoring
    Average: 8.9
    7.6
    AI Text Generation
    Average: 7.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Xurrent
    Company Website
    Year Founded
    2010
    HQ Location
    Santa Barbara, US
    Twitter
    @4me
    258 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    167 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 tic

Users
  • Software Engineer
  • Senior Software Engineer
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 50% Mid-Market
  • 27% Small-Business
Xurrent IMR Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
28
Alert Management
27
Integrations
19
Customer Support
15
User Interface
15
Cons
Notification Issues
7
Missing Features
6
Feature Issues
5
Limited Customization
4
Limited Features
4
View All Pros and Cons
Xurrent IMR features and usability ratings that predict user satisfaction
9.3
Has the product been a good partner in doing business?
Average: 9.1
8.6
Lifecycle Visualization
Average: 8.7
9.0
Constant Monitoring
Average: 8.9
7.6
AI Text Generation
Average: 7.2
Seller Details
Seller
Xurrent
Company Website
Year Founded
2010
HQ Location
Santa Barbara, US
Twitter
@4me
258 Twitter followers
LinkedIn® Page
www.linkedin.com
167 employees on LinkedIn®
BigPanda
(117)4.5 out of 5
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 mod

    Users
    • Developer
    • Engineer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 56% Enterprise
    • 38% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • BigPanda Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Alerting System
    1
    Alert Management
    1
    Automation
    1
    Easy Integrations
    1
    Incident Management
    1
    Cons
    This product has not yet received any negative sentiments.
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • BigPanda features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 9.1
    9.3
    Lifecycle Visualization
    Average: 8.7
    9.4
    Constant Monitoring
    Average: 8.9
    0.0
    No information available
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    BigPanda
    Year Founded
    2012
    HQ Location
    Mountain View, California
    Twitter
    @bigpanda
    3,076 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    352 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 mod

Users
  • Developer
  • Engineer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 56% Enterprise
  • 38% Small-Business
BigPanda Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Alerting System
1
Alert Management
1
Automation
1
Easy Integrations
1
Incident Management
1
Cons
This product has not yet received any negative sentiments.
View All Pros and Cons
BigPanda features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.1
9.3
Lifecycle Visualization
Average: 8.7
9.4
Constant Monitoring
Average: 8.9
0.0
No information available
Seller Details
Seller
BigPanda
Year Founded
2012
HQ Location
Mountain View, California
Twitter
@bigpanda
3,076 Twitter followers
LinkedIn® Page
www.linkedin.com
352 employees on LinkedIn®
Grafana Labs
(146)4.5 out of 5
View top Consulting Services for Grafana Labs
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 Gra

    Users
    • Software Engineer
    • Senior Software Engineer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 46% Mid-Market
    • 27% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Grafana Labs Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    12
    Dashboard Usability
    11
    Data Visualization
    11
    Real-time Monitoring
    10
    Flexibility
    9
    Cons
    Learning Curve
    11
    Complex Setup
    10
    Learning Difficulty
    9
    Complexity
    7
    Complex Coding
    6
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Grafana Labs features and usability ratings that predict user satisfaction
    8.3
    Has the product been a good partner in doing business?
    Average: 9.1
    8.1
    Lifecycle Visualization
    Average: 8.7
    8.9
    Constant Monitoring
    Average: 8.9
    8.0
    AI Text Generation
    Average: 7.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Grafana Labs
    Year Founded
    2014
    HQ Location
    New York
    Twitter
    @grafana
    66,885 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,772 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 Gra

Users
  • Software Engineer
  • Senior Software Engineer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 46% Mid-Market
  • 27% Enterprise
Grafana Labs Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
12
Dashboard Usability
11
Data Visualization
11
Real-time Monitoring
10
Flexibility
9
Cons
Learning Curve
11
Complex Setup
10
Learning Difficulty
9
Complexity
7
Complex Coding
6
View All Pros and Cons
Grafana Labs features and usability ratings that predict user satisfaction
8.3
Has the product been a good partner in doing business?
Average: 9.1
8.1
Lifecycle Visualization
Average: 8.7
8.9
Constant Monitoring
Average: 8.9
8.0
AI Text Generation
Average: 7.2
Seller Details
Seller
Grafana Labs
Year Founded
2014
HQ Location
New York
Twitter
@grafana
66,885 Twitter followers
LinkedIn® Page
www.linkedin.com
1,772 employees on LinkedIn®
Better Stack
(304)4.8 out of 5
2nd Easiest To Use in Incident Management software
Save to My Lists
Entry Level Price:Free
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Better Stack is a radically better observability tool. It helps engineers ship higher-quality software faster and be the hero of their engineering teams.

    Users
    • CEO
    • Software Engineer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 89% Small-Business
    • 7% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Better Stack Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    111
    Easy Setup
    91
    User Interface
    72
    Alerting System
    52
    Setup Ease
    51
    Cons
    Expensive
    22
    Missing Features
    22
    Limited Features
    13
    Pricing Issues
    13
    Log Management
    12
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Better Stack features and usability ratings that predict user satisfaction
    9.6
    Has the product been a good partner in doing business?
    Average: 9.1
    9.2
    Lifecycle Visualization
    Average: 8.7
    9.6
    Constant Monitoring
    Average: 8.9
    6.6
    AI Text Generation
    Average: 7.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Better Stack
    Company Website
    Year Founded
    2021
    HQ Location
    San Francisco, CA
    Twitter
    @BetterStackHQ
    9,728 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    26 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Better Stack is a radically better observability tool. It helps engineers ship higher-quality software faster and be the hero of their engineering teams.

Users
  • CEO
  • Software Engineer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 89% Small-Business
  • 7% Mid-Market
Better Stack Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
111
Easy Setup
91
User Interface
72
Alerting System
52
Setup Ease
51
Cons
Expensive
22
Missing Features
22
Limited Features
13
Pricing Issues
13
Log Management
12
View All Pros and Cons
Better Stack features and usability ratings that predict user satisfaction
9.6
Has the product been a good partner in doing business?
Average: 9.1
9.2
Lifecycle Visualization
Average: 8.7
9.6
Constant Monitoring
Average: 8.9
6.6
AI Text Generation
Average: 7.2
Seller Details
Seller
Better Stack
Company Website
Year Founded
2021
HQ Location
San Francisco, CA
Twitter
@BetterStackHQ
9,728 Twitter followers
LinkedIn® Page
www.linkedin.com
26 employees on LinkedIn®
ManageEngine ServiceDesk Plus
(241)4.2 out of 5
Save to My Lists
Entry Level Price:Starts at $1195 (For ...
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 supp

    Users
    • System Administrator
    • IT Manager
    Industries
    • Information Technology and Services
    • Financial Services
    Market Segment
    • 59% Mid-Market
    • 31% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • ManageEngine ServiceDesk Plus Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    9
    Features
    8
    Intuitive
    7
    Asset Management
    6
    Customer Support
    6
    Cons
    Complexity
    3
    Complex Setup
    3
    Learning Curve
    3
    Limited Features
    3
    Poor Customer Support
    3
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • ManageEngine ServiceDesk Plus features and usability ratings that predict user satisfaction
    8.3
    Has the product been a good partner in doing business?
    Average: 9.1
    8.9
    Lifecycle Visualization
    Average: 8.7
    8.9
    Constant Monitoring
    Average: 8.9
    7.6
    AI Text Generation
    Average: 7.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    ManageEngine
    Year Founded
    2002
    HQ Location
    Del Valle, Texas
    Twitter
    @manageengine
    7,900 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    581 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 supp

Users
  • System Administrator
  • IT Manager
Industries
  • Information Technology and Services
  • Financial Services
Market Segment
  • 59% Mid-Market
  • 31% Enterprise
ManageEngine ServiceDesk Plus Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
9
Features
8
Intuitive
7
Asset Management
6
Customer Support
6
Cons
Complexity
3
Complex Setup
3
Learning Curve
3
Limited Features
3
Poor Customer Support
3
View All Pros and Cons
ManageEngine ServiceDesk Plus features and usability ratings that predict user satisfaction
8.3
Has the product been a good partner in doing business?
Average: 9.1
8.9
Lifecycle Visualization
Average: 8.7
8.9
Constant Monitoring
Average: 8.9
7.6
AI Text Generation
Average: 7.2
Seller Details
Seller
ManageEngine
Year Founded
2002
HQ Location
Del Valle, Texas
Twitter
@manageengine
7,900 Twitter followers
LinkedIn® Page
www.linkedin.com
581 employees on LinkedIn®
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