Best Incident Management Software for Small Business

How Many Incident Management Software Products Does G2 Track?

Total Products under this Category: 157

Category Stats (Sep 2026)

  • Average Rating: 4.43/5 (↓0.01 vs Aug 2026) The average rating of products in this category, based on all submitted ratings
  • Top Trending Product: Spike.sh (+0.62%) - Among all products in this category, Spike.sh recorded the largest rating increase compared to last month

Last updated: September 15, 2026

How Does G2 Rank Incident Management Software Products?

Why You Can Trust G2's Software Rankings:

  • 30 Analysts and Data Experts
  • 17,800+ Authentic Reviews
  • 157+ Products
  • Unbiased Rankings

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

G2 Grid® for Incident Management Software

G2 Grid® for Incident Management Software plotting products by satisfaction and market presence

Highlighted products: NinjaOne, ServiceNow IT Service Management, xMatters, Jira Service Management, New Relic, Freshservice, Better Stack, and Xurrent IMR.

Underlying data: [Grid® JSON](https://www.g2.com/categories/incident-management/grids.json?focus%5B%5D=ninjaone&focus%5B%5D=servicenow-it-service-management&focus%5B%5D=xmatters&focus%5B%5D=jira-service-management&focus%5B%5D=new-relic&focus%5B%5D=freshservice&focus%5B%5D=better-stack&focus%5B%5D=xurrent-imr&segment=small-business)

NinjaOne

NinjaOne is the unified IT operations platform that helps IT teams and managed service providers manage, secure, and support every endpoint from a single cloud-native console. Nearly 40,000 customers across 140+ countries use NinjaOne to replace fragmented point tools with one platform built to scale. The platform brings together the core work of modern IT operations: endpoint management, autonomous patch management, vulnerability management, endpoint and SaaS backup, remote access, and IT service desk. Teams monitor and control Windows, macOS, Linux, mobile, and virtual devices in one place, automate routine work with policy-based automation and human-centered AI, and cut the cost and risk that come from running many disconnected tools. NinjaOne serves internal IT teams and MSPs alike, from lean IT departments to mid-market and large enterprise organizations managing distributed, multi-site environments. Common uses include consolidating IT tooling, automating patching for security and compliance, managing distributed and hybrid workforces, improving endpoint visibility, and strengthening backup and ransomware readiness. NinjaOne has maintained a 98 percent customer satisfaction score for more than five years, backed by free unlimited onboarding and 24/7 support in seven languages. Organizations that move to NinjaOne report replacing four or more separate tools with the single platform. NinjaOne is FedRAMP Moderate Authorized and SOC 2 Type II and Type III compliant, and supports audit-ready compliance evidence across frameworks including CMMC, ISO 27001, and HIPAA. The mission behind the platform is simple: unify IT to simplify work, giving IT teams better tools and employees a great technology experience at work.

Average Rating: 4.7/5.0

Total Reviews: 4,989

How Do G2 Users Rate NinjaOne?

  • Has the product been a good partner in doing business?: 9.4/10 (Category avg: 9.2/10)
  • Lifecycle Visualization: 8.5/10 (Category avg: 8.8/10)
  • Constant Monitoring: 9.3/10 (Category avg: 9.0/10)
  • AI Text Generation: 6.5/10 (Category avg: 7.3/10)

Who Is the Company Behind NinjaOne?

  • Seller: NinjaOne
  • Company Website:
  • Year Founded: 2013
  • HQ Location: Austin, Texas
  • Twitter: @NinjaOne
    3,607 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    2,376 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: IT Manager, Owner
  • Top Industries: Information Technology and Services, Computer & Network Security
  • Company Size: 47% Medium, 45% Small

What Do G2 Reviewers Say About NinjaOne?

AI-generated summary from verified user reviews

Pros
  • Users value the ease of use of NinjaOne, highlighting its seamless implementation and effective support for MSPs.
  • Users appreciate the ongoing feature enhancements of NinjaOne, ensuring the platform continuously evolves to meet our needs.
  • Users praise NinjaOne for its easy-to-navigate remote access and full visibility, enhancing IT support efficiency.
  • Users praise the powerful automation features of NinjaOne, enhancing efficiency and simplifying management tasks.
  • Users appreciate the exceptional customer support of NinjaOne, which simplifies learning and enhances overall usability.
Cons
  • Users notice the missing features in NinjaOne, specifically regarding client and customer portal capabilities.
  • Users find the limited features of NinjaOne frustrating, especially regarding user management and third-party software automation.
  • Users find the search function lacking and struggle with visibility and usability issues in NinjaOne.
  • Users feel the search function needs improvement and find the visibility of the NinjaOne icon inconsistent.
  • Users express concerns about feature issues, including confusion over roles, auto-installations, and OS compatibility challenges.

What Are Recent G2 Reviews of NinjaOne?

What Are G2 Users Discussing About NinjaOne?

ServiceNow IT Service Management

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

Average Rating: 4.5/5.0

Total Reviews: 1,861

How Do G2 Users Rate ServiceNow IT Service Management?

  • Has the product been a good partner in doing business?: 8.8/10 (Category avg: 9.2/10)
  • Lifecycle Visualization: 8.7/10 (Category avg: 8.8/10)
  • Constant Monitoring: 8.9/10 (Category avg: 9.0/10)
  • AI Text Generation: 8.3/10 (Category avg: 7.3/10)

Who Is the Company Behind ServiceNow IT Service Management?

  • Seller: ServiceNow
  • Company Website:
  • Year Founded: 2004
  • HQ Location: Santa Clara, CA
  • Twitter: @servicenow
    55,548 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    35,078 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Consultant, Software Engineer
  • Top Industries: Information Technology and Services, Hospital & Health Care
  • Company Size: 65% Large, 20% Medium

What Do G2 Reviewers Say About ServiceNow IT Service Management?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of ServiceNow IT Service Management, simplifying management and reporting tasks efficiently.
  • Users value the rich functionality of ServiceNow ITSM for efficient incident management and streamlined processes.
  • Users commend the streamlined efficiency of ServiceNow IT Service Management for tracking and improving IT service delivery.
  • Users value the extensive and customizable features of ServiceNow IT Service Management, benefiting from its continuous evolution and community support.
  • Users appreciate the strong automation capabilities of ServiceNow, enhancing operational efficiency and streamlining IT operations seamlessly.
Cons
  • Users find the learning curve steep, requiring significant effort and prior knowledge to utilize ServiceNow effectively.
  • Users find the licensing and implementation costs too high, which can be a barrier for smaller organizations.
  • Users find the complexity of configuring and customizing ServiceNow overwhelming, especially without dedicated expertise or training.
  • Users find the limited customization in ServiceNow ITSM can lead to difficulties in obtaining desired data effectively.
  • Users face customization difficulties with ServiceNow IT Service Management, particularly due to its complexity and high costs.

What Are Recent G2 Reviews of ServiceNow IT Service Management?

What Are G2 Users Discussing About ServiceNow IT Service Management?

xMatters

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

Average Rating: 4.5/5.0

Total Reviews: 770

How Do G2 Users Rate xMatters?

  • Has the product been a good partner in doing business?: 9.3/10 (Category avg: 9.2/10)
  • Lifecycle Visualization: 9.0/10 (Category avg: 8.8/10)
  • Constant Monitoring: 9.3/10 (Category avg: 9.0/10)
  • AI Text Generation: 8.3/10 (Category avg: 7.3/10)

Who Is the Company Behind xMatters?

  • Seller: Everbridge
  • Company Website:
  • Year Founded: 2002
  • HQ Location: Vienna, VA
  • Twitter: @Everbridge
    4,786 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    1,617 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Software Engineer, Incident Manager
  • Top Industries: Information Technology and Services, Financial Services
  • Company Size: 58% Large, 27% Medium

What Do G2 Reviewers Say About xMatters?

AI-generated summary from verified user reviews

Pros
  • Users praise the efficient alerting system of xMatters, which automates urgent communications and ensures timely responses.
  • Users appreciate the ease of use of xMatters, praising its automation and simple setup for effective incident management.
  • Users value the reliable alert management of xMatters, enhancing communication and reducing chaos during critical incidents.
  • Users highlight the time-saving automation of escalation chains, enhancing incident management and response efficiency.
  • Users value the efficient notifications from xMatters, enhancing communication and response during incidents seamlessly.
Cons
  • Users find the complexity of setup and learning curves challenging, particularly for workflows and scheduling features.
  • Users find the learning curve steep for xMatters, requiring time and training to navigate its complex interface.
  • Users find the alert dependencies need improvement, as they can lead to unnecessary disruptions during incident management.
  • Users find the complex setup of xMatters time-consuming and frustrating, impacting overall user satisfaction.
  • Users find the difficult setup of xMatters complicated, especially for teams lacking technical expertise.

What Are Recent G2 Reviews of xMatters?

What Are G2 Users Discussing About xMatters?

Jira Service Management

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: 961

How Do G2 Users Rate Jira Service Management?

  • Has the product been a good partner in doing business?: 8.7/10 (Category avg: 9.2/10)
  • Lifecycle Visualization: 9.0/10 (Category avg: 8.8/10)
  • Constant Monitoring: 8.9/10 (Category avg: 9.0/10)
  • AI Text Generation: 8.0/10 (Category avg: 7.3/10)

Who Is the Company Behind Jira Service Management?

  • Seller: Atlassian
  • Company Website:
  • Year Founded: 2002
  • HQ Location: Sydney and San Francisco
  • Twitter: @Atlassian
    106,496 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    16,946 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Software Engineer, Senior Software Engineer
  • Top Industries: Information Technology and Services, Computer Software
  • Company Size: 43% Medium, 38% Large

What Do G2 Reviewers Say About Jira Service Management?

AI-generated summary from verified user reviews

Pros
  • Users find Jira Service Management's ease of use enhances collaboration and streamlines workflows across departments.
  • Users value the seamless integration with Jira Software and Confluence, enhancing collaboration across teams effectively.
  • Users value the built-in automation in Jira Service Management, as it significantly reduces manual work and improves efficiency.
  • Users value the user-friendly ticket management of Jira Service Management, enabling efficient incident tracking and context-rich resolutions.
  • Users value the efficient tracking in Jira Service Management, enhancing transparency and accountability across teams.
Cons
  • Users struggle with the steep learning curve of Jira Service Management, making it challenging for new or non-technical teams.
  • Users find the steep learning curve of Jira Service Management challenging, especially for newcomers and non-technical teams.
  • Users find the steep learning curve of Jira Service Management daunting, impacting adoption and user experience.
  • Users find the complex setup of Jira Service Management challenging, especially for newcomers and non-technical teams.
  • Users find the UI confusing and overwhelming, especially for quick tasks and new users navigating the system.

What Are Recent G2 Reviews of Jira Service Management?

What Are G2 Users Discussing About Jira Service Management?

New Relic

New Relic is the all-in-one Intelligent Observability platform built to help engineering and IT teams plan, build, deploy, and run software with confidence. By unifying metrics, events, logs, and traces into a single, secure telemetry cloud, New Relic gives over 25 million engineers real time visibility and AI-powered insights across their entire digital estate, from code to cloud. Designed to replace fragmented point solutions, New Relic consolidates full-stack observability into a single source of truth. The platform brings together Application Performance Monitoring (APM), infrastructure monitoring, log management, digital experience monitoring (DEM), container monitoring, and AIOps into one cohesive interface. Powered by an advanced AI engine, New Relic automatically pairs telemetry data to shift problem solving from reactive debugging to proactive and predictive resolution, helping teams reduce mean time to resolution (MTTR) and eliminate digital disruptions before they impact end users. Equipped with over 500 open source integrations, New Relic seamlessly connects with your existing stack. Coupled with transparent, consumption and user-based pricing, organizations gain full predictability over their costs without sacrificing telemetry depth.

Average Rating: 4.4/5.0

Total Reviews: 569

How Do G2 Users Rate New Relic?

  • Has the product been a good partner in doing business?: 8.5/10 (Category avg: 9.2/10)
  • Lifecycle Visualization: 8.9/10 (Category avg: 8.8/10)
  • Constant Monitoring: 9.5/10 (Category avg: 9.0/10)
  • AI Text Generation: 7.9/10 (Category avg: 7.3/10)

Who Is the Company Behind New Relic?

  • Seller: New Relic
  • Company Website:
  • Year Founded: 2008
  • HQ Location: San Francisco, CA
  • Twitter: @newrelic
    65,727 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    3,093 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Software Engineer, Senior Software Engineer
  • Top Industries: Information Technology and Services, Computer Software
  • Company Size: 43% Medium, 30% Large

What Do G2 Reviewers Say About New Relic?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the intuitive and easy-to-use interface of New Relic, making navigation and analysis seamless.
  • Users value the real-time monitoring in New Relic, benefiting from immediate insights and customizable dashboards.
  • Users appreciate the real-time monitoring capabilities of New Relic, enabling proactive issue detection and resolution.
  • Users value the real-time performance insights from New Relic, enabling proactive issue detection and improved user experience.
  • Users appreciate the advanced analytics of New Relic, benefitting from customizable dashboards and real-time performance insights.
Cons
  • Users find New Relic to be expensive, particularly for smaller teams and high data volume demands.
  • Users feel that pricing issues make New Relic expensive for smaller teams, especially with scaling data volumes.
  • Users find the steep learning curve of New Relic challenging, especially when mastering its advanced features and UI.
  • Users find the complexity of New Relic's interface and setup to be overwhelming and difficult to navigate.
  • Users find the difficult learning curve of New Relic challenging, especially for newcomers navigating its extensive features.

What Are Recent G2 Reviews of New Relic?

What Are G2 Users Discussing About New Relic?

Better Stack

Better Stack is an eBPF-based, AI SRE observability tool. It helps engineers ship high-quality software faster and be the hero of their engineering teams.

Average Rating: 4.8/5.0

Total Reviews: 341

How Do G2 Users Rate Better Stack?

  • Has the product been a good partner in doing business?: 9.5/10 (Category avg: 9.2/10)
  • Lifecycle Visualization: 9.2/10 (Category avg: 8.8/10)
  • Constant Monitoring: 9.6/10 (Category avg: 9.0/10)
  • AI Text Generation: 6.6/10 (Category avg: 7.3/10)

Who Is the Company Behind Better Stack?

  • Seller: Better Stack
  • Year Founded: 2021
  • HQ Location: San Francisco, CA
  • Twitter: @BetterStackHQ
    10,698 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    27 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: CEO, Founder
  • Top Industries: Computer Software, Information Technology and Services
  • Company Size: 88% Small, 8% Medium

What Do G2 Reviewers Say About Better Stack?

AI-generated summary from verified user reviews

Pros
  • Users love the ease of use of Better Stack, praising its simple setup and excellent integration capabilities.
  • Users commend the easy setup of Better Stack, emphasizing its straightforward implementation and user-friendly interface.
  • Users praise the excellent user interface of Better Stack, which enhances workflow and simplifies monitoring tasks.
  • Users find the setup ease of Better Stack remarkable, achieving quick configurations and monitoring within minutes.
  • Users value the independent alerting system of Better Stack, ensuring timely notifications even during downtime for proactive responses.
Cons
  • Users find Better Stack's pricing expensive after exceeding free tier limits, affecting scalability for larger projects.
  • Users express frustration over the lack of features in Better Stack, such as missing integrations and limited site management.
  • Users note pricing issues with Better Stack, especially after exceeding free tier limits, making advanced features costly.
  • Users find the limited features in Better Stack may restrict growth and flexibility for larger projects.
  • Users find the log management process challenging and experience inconsistencies with the UI and data aggregation.

What Are Recent G2 Reviews of Better Stack?

What Are G2 Users Discussing About Better Stack?

Freshservice

Freshservice by Freshworks is an AI-powered, unified service operations platform built for agile enterprises that need to move fast without sacrificing control. Freshworks is named a Leader in the 2026 Gartner® Magic Quadrant™ for IT Service Management Platforms, recognition we believe reflects our strategic platform investments, product enhancements shaped by customer feedback, and strong visibility among ITSM buyers. By bringing ITSM, ITOM, ITAM, and enterprise service management together on one platform with a shared data and context model, Freshservice reduces the fragmentation and tool sprawl that slow teams down, creating a more consistent source of truth across services, assets, and infrastructure. IT teams gain visibility into their environment through 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 service delivery to HR, finance, and facilities, giving business teams a consistent and efficient service experience without requiring separate tools. Freshservice includes Freddy AI, a domain-specific AI layer that helps agents resolve issues faster, automates employee service requests, and gives leaders insights to make better decisions. Embedded across service workflows, Freddy AI acts as a force multiplier for teams by helping reduce repetitive work, accelerate resolution, and surface patterns and risks earlier. The result is faster, more informed service operations that help teams become more proactive while maintaining the governance and control the business requires.

Average Rating: 4.6/5.0

Total Reviews: 1,308

How Do G2 Users Rate Freshservice?

  • Has the product been a good partner in doing business?: 9.0/10 (Category avg: 9.2/10)
  • Lifecycle Visualization: 8.5/10 (Category avg: 8.8/10)
  • Constant Monitoring: 8.3/10 (Category avg: 9.0/10)
  • AI Text Generation: 7.8/10 (Category avg: 7.3/10)

Who Is the Company Behind Freshservice?

  • Seller: Freshworks
  • Company Website:
  • Year Founded: 2010
  • HQ Location: San Mateo, CA
  • Twitter: @FreshworksInc
    19,020 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    7,783 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: IT Manager, IT Director
  • Top Industries: Information Technology and Services, Computer Software
  • Company Size: 61% Medium, 21% Large

What Do G2 Reviewers Say About Freshservice?

AI-generated summary from verified user reviews

Pros
  • Users value the ease of use of Freshservice, finding it intuitive and efficient for ticket management.
  • Users enjoy the user-friendly interface and extensive features of Freshservice, making task management effortless and customizable.
  • Users value the automation capabilities of Freshservice, allowing for streamlined processes and effective management of tasks.
  • Users appreciate the ease of use of Freshservice's ticketing system, enhancing efficiency and streamlining requests seamlessly.
  • Users benefit from the ease of use and efficient ticket management in Freshservice, enhancing team productivity significantly.
Cons
  • Users find the missing features in Freshservice to be a significant limitation, impacting their overall efficiency.
  • Users often encounter limited features in Freshservice, hindering effective workflow and making management cumbersome.
  • Users find the limited customization options of Freshservice frustrating and challenging for tailoring their experience effectively.
  • Users find the steep learning curve of Freshservice challenging, due to customization complexities and lack of tutorials.
  • Users face several ticketing issues in Freshservice, including missing features and frustrating limitations affecting usability.

What Are Recent G2 Reviews of Freshservice?

What Are G2 Users Discussing About Freshservice?

Xurrent IMR

Xurrent IMR (Incident Management and Response) is an end-to-end platform designed to help infrastructure and support teams manage the full incident response lifecycle — from the first alert to the final post-mortem. Built for speed, clarity, and operational accountability, it gives on-call teams the structure they need to respond decisively when systems fail. At its core, Xurrent IMR brings together alert correlation, on-call scheduling, task delegation, and SLA compliance into a single, unified workflow. Rather than stitching together multiple point solutions, teams get a coherent system that handles every stage of incident response without context-switching. Key capabilities include: Intelligent alert routing and correlation: Custom routing rules and alert context surface the right information at the right time, helping teams accelerate root cause analysis and reduce noise. On-call management with escalation policies: Fully customizable schedules and escalation chains ensure incidents are acknowledged and resolved within SLA thresholds, with no gaps in coverage. Incident roles, task templates, and playbooks: Structured delegation frameworks reduce chaos during high-severity events, ensuring every team member knows their responsibilities before an incident strikes. Response automation: Automated workflows enable self-healing system behaviors, reducing mean time to resolution and minimizing manual intervention for recurring failure patterns. Advanced analytics and reporting: Team, service, and user-level reporting gives engineering and operations leaders the visibility to measure performance, identify gaps, and continuously improve. Xurrent IMR integrates with 150+ monitoring, observability, and ticketing tools — including Datadog, Prometheus, PagerDuty, Splunk, Jira, ServiceNow, Grafana, New Relic, and AWS CloudWatch — making it compatible with the stacks modern infrastructure teams already rely on. Whether managing a distributed engineering organization or a lean operations team, Xurrent IMR provides the coordination layer that turns reactive firefighting into a repeatable, measurable discipline.

Average Rating: 4.5/5.0

Total Reviews: 197

How Do G2 Users Rate Xurrent IMR?

  • Has the product been a good partner in doing business?: 9.4/10 (Category avg: 9.2/10)
  • Lifecycle Visualization: 8.6/10 (Category avg: 8.8/10)
  • Constant Monitoring: 9.1/10 (Category avg: 9.0/10)
  • AI Text Generation: 7.7/10 (Category avg: 7.3/10)

Who Is the Company Behind Xurrent IMR?

  • Seller: Xurrent
  • Company Website:
  • Year Founded: 2010
  • HQ Location: Santa Barbara, US
  • Twitter: @4me
    250 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    176 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Software Engineer, SDE
  • Top Industries: Computer Software, Information Technology and Services
  • Company Size: 49% Medium, 28% Small

What Do G2 Reviewers Say About Xurrent IMR?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the easy handling of alerts in Xurrent IMR, enhancing notification management and communication seamlessly.
  • Users value the ease of use of Xurrent IMR, noting its simple implementation and user-friendly interface.
  • Users value the seamless integrations Xurrent IMR offers, enhancing their systems and improving overall efficiency.
  • Users praise the quick and helpful customer support of Xurrent IMR, enhancing their overall experience significantly.
  • Users love the intuitive design of Xurrent IMR, praising its ease of use and helpful features for newcomers.
Cons
  • Users often face notification issues with Xurrent IMR, leading to missed updates and confusion during on-call swaps.
  • Users find the missing features in Xurrent IMR limit its functionality and hinder effective incident management.
  • Users note feature issues with Xurrent IMR, including navigation challenges and the need for enhanced automation and reporting.
  • Users face scheduling issues with Xurrent IMR due to non-intuitive UI and complicated access for team collaboration.
  • Users note integration issues with certain third-party tools, which can complicate their overall experience with Xurrent IMR.

What Are Recent G2 Reviews of Xurrent IMR?

What Are G2 Users Discussing About Xurrent IMR?

Pulseway

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 features and modules to boost your productivity straight out of the box and never miss critical alerts. - Pulseway’s comprehensive remote monitoring and management (RMM) software provides a complete view across your network. View operational data for workstations, servers, VMs, network devices and more, while resolving issues straight from the same interface. - Be instantly alerted to issues, resolve them before they become a problem and minimize downtime – across the network. - Let you and your team be fully productive from anywhere to deliver first-class customer service wherever you are. - Automate repetitive IT tasks and automatically fix issues before they become a problem. - Pulseway built-in Mobile Remote Control enables simple, reliable, and fluid remote access to any monitored systems. Access files, applications and control remote systems as if you were sitting right in front of them. Try Pulseway RMM today with a free 14-day no-commitment trial to see for yourself.

Average Rating: 4.5/5.0

Total Reviews: 122

How Do G2 Users Rate Pulseway?

  • Has the product been a good partner in doing business?: 9.3/10 (Category avg: 9.2/10)
  • Lifecycle Visualization: 9.2/10 (Category avg: 8.8/10)
  • Constant Monitoring: 9.8/10 (Category avg: 9.0/10)
  • AI Text Generation: 5.0/10 (Category avg: 7.3/10)

Who Is the Company Behind Pulseway?

  • Seller: MMSoft Design
  • Year Founded: 2011
  • HQ Location: Dublin, Ireland
  • Twitter: @pulsewayapp
    6,073 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    47 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: IT Manager, Owner
  • Top Industries: Information Technology and Services, Computer & Network Security
  • Company Size: 52% Small, 42% Medium

What Do G2 Reviewers Say About Pulseway?

AI-generated summary from verified user reviews

Pros
  • Users praise the intuitive interface of Pulseway, making it easy to implement and enhancing business operations seamlessly.
  • Users commend the easy setup of Pulseway, enabling seamless integration and management for their computer repair services.
  • Users appreciate the implementation ease of Pulseway, enjoying its quick setup and seamless integrations with existing tools.
  • Users appreciate the easy integrations of Pulseway, enhancing efficiency in monitoring and managing infrastructure seamlessly.
  • Users value the s seamless integrations of Pulseway with other software, enhancing efficiency and support capabilities.
Cons
  • Users note the limited features of Pulseway, particularly in network monitoring and mobile app updates.
  • Users find limited compatibility with Pulseway, particularly regarding Microsoft Office and Linux integration issues.
  • Users find the slow performance of Pulseway frustrating, particularly during peak hours, affecting overall usability.
  • Users find the pricing very high compared to other comparable remote monitoring management solutions.
  • Users are frustrated with constant upselling and unfinished features, alongside issues with logging out and reporting quality.

What Are Recent G2 Reviews of Pulseway?

What Are G2 Users Discussing About Pulseway?

BigPanda

BigPanda is an agentic IT operations platform that enables enterprises to keep the digital world running by transforming manual and reactive human processes into intelligent, autonomous systems. The world’s most trusted brands rely on BigPanda to detect, respond to, and prevent IT incidents at machine speed, improving operational efficiency and delivering exceptional service reliability to their customers. Our primary users include IT Operations (ITOps), Network Operations Centers (NOC), Major Incident Management, Change Management,, and Site Reliability Engineering (SRE) teams that face increasing challenges due to the complexities of modern IT infrastructure. Enterprises spend $250 billion annually on manual, human-driven IT operations, and it doesn’t scale. Teams are hindered by slow, reactive, and manual ITOps and incident management processes that cannot keep up with the scale and rapid pace of change in today's digital landscape. As a result, enterprises experience service outages and increased operational costs, detracting from their ability to innovate and improve service delivery. BigPanda addresses these challenges by transforming the overwhelming volume of IT alerts and incidents into automated, actionable workflows. By leveraging AI agents, advanced algorithms, and machine learning, the platform unifies events and IT knowledge, correlates incidents across domains, and automates triage and investigation. These capabilities streamline the incident response process and reduce the time spent on manual tasks, allowing IT professionals to focus on strategic initiatives rather than being bogged down by routine firefighting. The key capabilities of BigPanda include: - AI Incident Prevention helps teams stop change-related incidents before they happen with scalable, proactive change and problem management. - AI Detection and Response correlates signals and surfaces critical context, so your teams can act before incidents escalate. - The BigPanda L1 Agent strengthens your first line of defense by automating L1 NOC workflows end to end and scaling L1 operations without increasing headcount. - AI Incident Assistant helps IT teams streamline major incidents, including collaboration, investigation, and resolution, to reduce the impact on the business. These capabilities are powered by the BigPanda IT Knowledge Graph, which is purpose-built to enable an AI-first data strategy by capturing your siloed and fragmented data and using it to power insights and automation. BigPanda integrates seamlessly with existing IT tools, empowering enterprises to automate incident response workflows and gain real-time visibility into IT operations. Automating repetitive IT operations tasks helps organizations minimize human error and accelerate resolution times, while the integration capabilities ensure that teams can leverage their current toolsets without disruption. Additionally, BigPanda offers advanced analytics that provide valuable insights into operational performance, helping organizations make informed decisions that enhance service availability and drive business growth. By utilizing BigPanda, enterprises can significantly reduce their IT operating costs while improving service reliability and overall business agility. The platform empowers teams to proactively manage incidents, mitigate outage risk, and enhance customer satisfaction. As organizations continue to evolve amid digital transformation, BigPanda stands out as a critical tool for modern enterprise IT operations, enabling them to thrive in an increasingly complex environment.

Average Rating: 4.5/5.0

Total Reviews: 152

How Do G2 Users Rate BigPanda?

  • Has the product been a good partner in doing business?: 8.6/10 (Category avg: 9.2/10)
  • Lifecycle Visualization: 9.3/10 (Category avg: 8.8/10)
  • Constant Monitoring: 9.4/10 (Category avg: 9.0/10)

Who Is the Company Behind BigPanda?

  • Seller: BigPanda
  • Company Website:
  • Year Founded: 2012
  • HQ Location: Mountain View, California
  • Twitter: @bigpanda
    3,072 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    336 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Developer, Engineer
  • Top Industries: Information Technology and Services, Computer Software
  • Company Size: 49% Large, 35% Small

What Do G2 Reviewers Say About BigPanda?

AI-generated summary from verified user reviews

Pros
  • Users value the effective noise reduction and automation of workflows in BigPanda's alerting system for incident management.
  • Users value the effective alert management of BigPanda, which reduces noise and streamlines incident management.
  • Users value the automation in BigPanda, which effectively reduces noise and streamlines incident management.
  • Users benefit from easy integrations in BigPanda, enhancing incident management and automation processes effectively.
  • Users value the automation of workflows, which effectively reduces noise and streamlines incident management in BigPanda.

What Are Recent G2 Reviews of BigPanda?

What Are G2 Users Discussing About BigPanda?

Alloy Navigator

Alloy Navigator is an AI-powered IT service and asset management solution that enables organizations of all sizes to manage their IT operations. This solution offers fully integrated help desk, network inventory and knowledge base capabilities, plus ITIL standards such as change and configuration management. Navigator creates relationships automatically between meaningful data while providing a comprehensive view of IT infrastructure components. Alloy Navigator’s service desk manages tickets, assets, incidents, changes, work orders and more within a single interface. Workflow management engine inside Alloy Navigator enables users to design custom IT processes. These can be altered to the specific needs of the business and personnel and might even include AI-driven steps. The solution also offers an online web portal, self-service portal for end users, and mobile apps for technicians and end-users. The Self-Service Portal is equipped with an AI Assistant to resolve routine questions of end-users, freeing IT for bigger challenges. Alloy Navigator gives users the ability to one-click audit their entire network, conduct a physical inventory with a barcode scanner and ensure compliance in software licensing. End users and admins also have access to interactive dashboards, scheduled reporting and real-time views for timely analysis.

Average Rating: 4.8/5.0

Total Reviews: 119

How Do G2 Users Rate Alloy Navigator?

  • Has the product been a good partner in doing business?: 9.1/10 (Category avg: 9.2/10)
  • Lifecycle Visualization: 8.1/10 (Category avg: 8.8/10)
  • Constant Monitoring: 8.6/10 (Category avg: 9.0/10)

Who Is the Company Behind Alloy Navigator?

  • Seller: Alloy Software
  • Year Founded: 2002
  • HQ Location: Bloomfield, NJ
  • Twitter: @AlloySoftware
    466 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    18 employees on LinkedIn®

Who Uses This Product?

  • Top Industries: Information Technology and Services, Marketing and Advertising
  • Company Size: 76% Small, 32% Medium

What Do G2 Reviewers Say About Alloy Navigator?

AI-generated summary from verified user reviews

Pros
  • Users value the asset discovery feature of Alloy Navigator for its ability to keep network devices updated effortlessly.
  • Users find Alloy Navigator's ease of use enhances efficiency, streamlining ticket management and workflow automation effortlessly.
  • Users value the integrated ticketing and asset management of Alloy Navigator, streamlining support and enhancing workflow efficiency.
  • Users value the integrated ticket management of Alloy Navigator, enhancing visibility and simplifying workflows for support teams.
  • Users value the automation capabilities of Alloy Navigator, streamlining workflows across departments and saving time.
Cons
  • Users find the learning curve steep, requiring extra training for new hires and better onboarding resources.
  • Users find the complex setup of Alloy Navigator challenging, requiring extra training and experimentation for effective use.
  • Users find the platform limited in customization, making it less adaptable for creative collaboration and specific needs.
  • Users find the setup difficulty challenging initially, requiring significant effort and training to configure smoothly.
  • Users find the poor interface design hampers usability and complicates onboarding for new hires.

What Are Recent G2 Reviews of Alloy Navigator?

What Are G2 Users Discussing About Alloy Navigator?

Sherlocks.ai

Sherlocks.ai is an AI-driven SRE management tool that handles alerts, automates root cause analysis in seconds, and ensures system reliability 24/7. Your AI SRE teammate keeps your team from being awake at 2 AM, intelligently managing incidents, executing runbooks, and providing real-time insights. It helps teams prevent downtime, reduce operational toil, and maintain high-performing systems. Integrations takes less than 30 minutes. Sherlocks.ai connects seamlessly with popular observability and cloud tools like Kubernetes, Datadog, Prometheus, AWS, New Relic, and sends notifications directly to Slack.

Average Rating: 4.9/5.0

Total Reviews: 29

How Do G2 Users Rate Sherlocks.ai?

  • Has the product been a good partner in doing business?: 9.8/10 (Category avg: 9.2/10)
  • Lifecycle Visualization: 10.0/10 (Category avg: 8.8/10)
  • Constant Monitoring: 9.1/10 (Category avg: 9.0/10)
  • AI Text Generation: 9.5/10 (Category avg: 7.3/10)

Who Is the Company Behind Sherlocks.ai?

Who Uses This Product?

  • Top Industries: Information Technology and Services, Computer Software
  • Company Size: 52% Small, 38% Medium

What Do G2 Reviewers Say About Sherlocks.ai?

AI-generated summary from verified user reviews

Pros
  • Users highlight the seamless Slack integration of Sherlocks.ai, enhancing speed and efficiency in resolving technical issues.
  • Users value the efficient alert management of Sherlocks.ai, enhancing collaboration and significantly reducing troubleshooting time.
  • Users praise the flexible integrations of Sherlocks.ai, streamlining problem-solving across diverse infrastructures and tools.
  • Users value the high level of customer satisfaction achieved through efficient troubleshooting and actionable insights with Sherlocks.ai.
  • Users praise the ease of use of Sherlocks.ai, facilitating swift investigations and resolution of issues through Slack integration.
Cons
  • Users experience bug issues like missed edge cases and false alerts, though support is responsive to feedback.
  • Users find the initial configuration complex, but appreciate the responsive support for resolving issues quickly.
  • Users face notification issues with noisy alerts from unique flows, needing extra support for optimal tuning.
  • Users report encountering automation errors that necessitate manual adjustments or custom webhook setups, complicating usability.
  • Users experience a complex setup process initially, requiring adjustments and support for custom configurations.

What Are Recent G2 Reviews of Sherlocks.ai?

PagerDuty

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: 950

How Do G2 Users Rate PagerDuty?

  • Has the product been a good partner in doing business?: 8.9/10 (Category avg: 9.2/10)
  • Lifecycle Visualization: 9.0/10 (Category avg: 8.8/10)
  • Constant Monitoring: 9.2/10 (Category avg: 9.0/10)
  • AI Text Generation: 8.1/10 (Category avg: 7.3/10)

Who Is the Company Behind PagerDuty?

  • Seller: PagerDuty
  • Company Website:
  • Year Founded: 2009
  • HQ Location: San Francisco, CA
  • Twitter: @pagerduty
    24,689 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    6,718 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Software Engineer, Senior Software Engineer
  • Top Industries: Information Technology and Services, Computer Software
  • Company Size: 44% Medium, 38% Large

What Do G2 Reviewers Say About PagerDuty?

AI-generated summary from verified user reviews

Pros
  • Users praise automated and priority-based notifications on PagerDuty, ensuring timely responses across global teams and services.
  • Users value the automated and priority-based notifications of PagerDuty, enhancing incident response and team organization.
  • Users value the reliable and easy management of on-call alerts in PagerDuty, enhancing team collaboration and integration.
  • Users commend the ease of use of PagerDuty, highlighting its intuitive scheduling and mobile app for quick responses.
  • Users appreciate the easy integrations of PagerDuty with various tools, enhancing incident management and collaboration.
Cons
  • Users find the alert issues with PagerDuty can cause confusion and lack the flexibility desired for integrations.
  • Users find PagerDuty to be expensive, particularly for small teams and the AI feature plan.
  • Users find the complexity of the interface and configuration challenging, especially for new users adapting to PagerDuty.
  • Users find the inefficient alert system can lead to overwhelming notifications and a complex user experience.
  • Users find the complex UI of PagerDuty daunting and feel it complicates navigation for new users.

What Are Recent G2 Reviews of PagerDuty?

What Are G2 Users Discussing About PagerDuty?

SolarWinds Service Desk

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: 777

How Do G2 Users Rate SolarWinds Service Desk?

  • Has the product been a good partner in doing business?: 9.0/10 (Category avg: 9.2/10)
  • Lifecycle Visualization: 8.4/10 (Category avg: 8.8/10)
  • Constant Monitoring: 8.4/10 (Category avg: 9.0/10)
  • AI Text Generation: 5.9/10 (Category avg: 7.3/10)

Who Is the Company Behind SolarWinds Service Desk?

  • Seller: SolarWinds Worldwide LLC
  • Company Website:
  • Year Founded: 1999
  • HQ Location: Austin, TX
  • Twitter: @solarwinds
    19,570 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    2,864 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: IT Manager, Systems Administrator
  • Top Industries: Information Technology and Services, Hospital & Health Care
  • Company Size: 67% Medium, 23% Large

What Do G2 Reviewers Say About SolarWinds Service Desk?

AI-generated summary from verified user reviews

Pros
  • Users value the improved visibility of tickets and insights provided by SolarWinds Service Desk for asset management.
  • Users value the integrated ticketing and incident tracking in SolarWinds Service Desk, enhancing issue resolution and reporting.
  • Users appreciate the customer satisfaction with SolarWinds Service Desk for its ease of use and excellent support.
  • Users value the customizable fields in SolarWinds Service Desk, enhancing workflow management to meet their unique needs.
  • Users appreciate the easy navigation and editing capabilities in incident management, enhancing issue resolution and user experience.
Cons
  • Users express concerns about insufficient information, impacting device management and requiring manual troubleshooting for discrepancies.
  • Users feel that SolarWinds Service Desk is quite expensive compared to other helpdesk solutions available.
  • Users feel there are limitations in customization for asset inventory, hindering flexibility for large enterprises' needs.
  • Users express concerns over the limited features of SolarWinds Service Desk, indicating a need for more customizations and integrations.
  • Users find the missing features in SolarWinds Service Desk limit its effectiveness for large enterprise needs.

What Are Recent G2 Reviews of SolarWinds Service Desk?

What Are G2 Users Discussing About SolarWinds Service Desk?

ITOC360

ITOC360: AI-First Incident Orchestration Platform ITOC360 is an AI-First Incident Orchestration Platform that helps IT and operations teams detect, route, and resolve incidents faster, with less manual effort and fewer missed alerts. What ITOC360 Does ITOC360 centralizes alert ingestion from your entire monitoring stack and uses AI to suppress noise, correlate related events, and identify what actually needs human attention. When a real incident is detected, the platform automatically triggers the right response: notifying the right people through their preferred channels, executing runbooks, and escalating based on defined policies. Key Capabilities AI-Powered Alert Correlation reduces alert noise by grouping related events into a single incident, so on-call engineers can focus on root causes rather than symptoms. Intelligent On-Call Scheduling lets you manage rotations, overrides, and escalation policies across teams and time zones from a single interface. Multi-Channel Notification Delivery reaches responders through their preferred channels (call, SMS, email, or push) with configurable escalation paths. Automated Runbook Execution triggers predefined remediation steps automatically at incident creation to reduce time-to-resolve. Bi-Directional Integrations connect with your existing observability, ITSM, and communication tools without requiring a rip-and-replace. Real-Time Incident Timeline provides a full audit trail of every alert, action, and response for postmortem analysis and compliance reporting. Who Uses ITOC360 ITOC360 is built for DevOps, SRE, and IT operations teams at organizations that run business-critical systems and cannot afford slow, fragmented incident response. It supports both small on-call teams and large enterprise operations centers. Why Teams Choose ITOC360 Traditional on-call tools simply route alerts. ITOC360 orchestrates the entire incident lifecycle. By combining AI-driven triage with automated workflows and flexible notification preferences, teams reduce mean time to acknowledge (MTTA) and mean time to resolve (MTTR) without adding headcount.

Average Rating: 5.0/5.0

Total Reviews: 31

How Do G2 Users Rate ITOC360?

  • Has the product been a good partner in doing business?: 10.0/10 (Category avg: 9.2/10)
  • Lifecycle Visualization: 10.0/10 (Category avg: 8.8/10)
  • Constant Monitoring: 10.0/10 (Category avg: 9.0/10)

Who Is the Company Behind ITOC360?

  • Seller: ITOC360
  • Year Founded: 2018
  • HQ Location: Delaware, US
  • LinkedIn® Page: www.linkedin.com
    12 employees on LinkedIn®

Who Uses This Product?

  • Top Industries: Computer Networking, Information Technology and Services
  • Company Size: 48% Medium, 45% Small

What Are Recent G2 Reviews of ITOC360?

Tian Lin
TL
Researched and written by Tian Lin
Updated