# Best Incident Management Software for Small Business *By [Tian Lin](https://research.g2.com/insights/author/tian-lin)* Products classified in the overall Incident Management category are similar in many regards and help companies of all sizes solve their business problems. However, small business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Small 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 Small Business Incident Management category. In addition to qualifying for inclusion in the Incident Management Software category, to qualify for inclusion in the Small Business Incident Management Software category, a product must have at least 10 reviews left by a reviewer from a small business. ## How Many Incident Management Software Products Does G2 Track? **Total Products under this Category:** 124 ### Category Stats (May 2026) - **Average Rating**: 4.42/5 - **New Reviews This Quarter**: 646 - **Buyer Segments**: Enterprise 51% │ Mid-Market 28% │ Small-Business 21% - **Top Trending Product**: SimpleRisk (+0.042) *Last updated: May 18, 2026* ## How Does G2 Rank Incident Management Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 16,400+ Authentic Reviews - 124+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## Which Incident Management Software Is Best for Your Use Case? - **Best for Small Businesses:** [NinjaOne](https://www.g2.com/products/ninjaone/reviews) - **Best for Mid-Market:** [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - **Best for Enterprise:** [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - **Highest User Satisfaction:** [NinjaOne](https://www.g2.com/products/ninjaone/reviews) - **Best Free Software:** [Freshservice](https://www.g2.com/products/freshservice/reviews) --- **Sponsored** ### Freshservice Freshservice by Freshworks is an AI-powered ServiceOps platform built for modern enterprises that need to move fast without sacrificing control. By unifying ITSM, ITOM, IT asset management, and enterprise service management on a single platform with a shared data layer, Freshservice eliminates the tool sprawl and visibility gaps that slow teams down - creating one source of truth across services, assets, and infrastructure. IT teams get full visibility into their environment: automated discovery, a robust CMDB for impact analysis and root cause resolution, and streamlined incident, problem, change, and major incident management. Beyond IT, Freshservice extends seamlessly to HR, finance, and facilities - giving every business team the same consistent, efficient service experience without the complexity of separate tools. Freshservice comes with a natively embedded AI layer called Freddy AI, that helps agents resolve issues faster, automates employee service requests, and gives leaders the insights they need to make better decisions. The result isn't just faster service; it's a fundamentally more proactive operation that surfaces and resolves issues before they impact employees. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=1040&secure%5Bdisplayable_resource_id%5D=1040&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=1040&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=2864&secure%5Bresource_id%5D=1040&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fincident-management%2Fsmall-business&secure%5Btoken%5D=7c018da3f39f3b25ced4ecf67a294d200475218db54845211a0a94e185bdd114&secure%5Burl%5D=https%3A%2F%2Fwww.freshworks.com%2Ffreshservice%2Flp%2Fmarketplace%2Fitsm%2F%3Futm_source%3Dg2%26utm_medium%3Dg2&secure%5Burl_type%5D=custom_url) --- ## What Are the Top-Rated Incident Management Software Products in 2026? ### 1. [NinjaOne](https://www.g2.com/products/ninjaone/reviews) NinjaOne unifies IT to simplify work for nearly 40,000 customers in 140+ countries. The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. Intelligent automation and human-centered AI gives employees a great technology experience. **Average Rating:** 4.7/5.0 **Total Reviews:** 4,261 **How Do G2 Users Rate NinjaOne?** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.5/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.3/10 (Category avg: 8.9/10) - **AI Text Generation:** 6.5/10 (Category avg: 7.2/10) **Who Is the Company Behind NinjaOne?** - **Seller:** [NinjaOne](https://www.g2.com/sellers/ninjaone) - **Company Website:** https://www.ninjaone.com/ - **Year Founded:** 2013 - **HQ Location:** Austin, Texas - **Twitter:** @NinjaOne (3,577 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/6436301/ (2,121 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager, Owner - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 49% Mid-Market, 43% Small-Business #### What Are NinjaOne's Pros and Cons? **Pros:** - Ease of Use (1559 reviews) - Features (980 reviews) - Remote Access (955 reviews) - Automation (909 reviews) - Customer Support (813 reviews) **Cons:** - Missing Features (792 reviews) - Limited Features (450 reviews) - Improvement Needed (424 reviews) - Needs Improvement (409 reviews) - Feature Issues (346 reviews) ### 2. [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) ServiceNow IT Service Management (ITSM) is a cloud-based IT service management solution built on the ServiceNow AI Platform that helps IT organizations manage the full lifecycle of IT service delivery, from incident detection to resolution, service requests to change management, on a single platform with a unified data model. ServiceNow ITSM is used by IT teams across industries including financial services, healthcare, technology, manufacturing, and government. It is designed for organizations that need to manage high volumes of IT service requests, incidents, and changes while reducing manual effort and improving response times. Typical users include service desk agents, incident managers, change managers, problem managers, IT operations leaders, and platform administrators. Core capabilities include: 1) Incident management: Automatically classify, prioritize, route, and resolve incidents using AI. AI agents can handle routine issues end-to-end without human intervention, from password resets to common access requests, while escalating complex cases to the right team with full context attached. 2) Change management: Assess risk, automate approvals, and manage change schedules with CMDB-powered impact analysis. Standard and low-risk changes can be automated to reduce bottlenecks, while high-risk changes go through structured review workflows. 3) Problem management: Identify root causes of recurring incidents and create known error records to prevent repeat issues. Problem workflows connect directly to incident data, so patterns surface faster and fixes reach the service desk without manual handoffs. 4) Service request fulfillment: Provide employees with a self-service catalog backed by AI-powered search and a virtual agent that can resolve common requests without a ticket reaching a human agent. 5) Knowledge management: Capture, organize, and surface institutional knowledge so agents and employees can find answers faster. AI suggests relevant knowledge articles during incident handling and self-service interactions, reducing repeat work across the service desk. ServiceNow ITSM uses platform-native AI and AI agents to automate routine IT work that traditionally required manual effort such as ticket classification, assignment, initial diagnosis, and common resolutions. This is distinct from bolt-on AI tools because the AI operates on the same data model as the service management workflows, which means it has real-time access to the CMDB, incident history, change schedules, and knowledge base without requiring separate integrations. The product also connects to ServiceNow IT Operations Management (ITOM), enabling organizations to extend from reactive IT service delivery to proactive and autonomous service operations. When ITSM and ITOM run on the same platform, operational events detected in the infrastructure can automatically generate and route incidents, attach root cause context, and trigger resolution workflows, ultimately reducing the gap between when an issue occurs and when it's resolved. ServiceNow ITSM aligns with ITIL practices and supports organizations at various stages of IT maturity, whether they are consolidating from fragmented point tools or extending an existing ServiceNow deployment into AI-driven automation. **Average Rating:** 4.5/5.0 **Total Reviews:** 1,719 **How Do G2 Users Rate ServiceNow IT Service Management?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.7/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.9/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.3/10 (Category avg: 7.2/10) **Who Is the Company Behind ServiceNow IT Service Management?** - **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow) - **Company Website:** https://www.servicenow.com/ - **Year Founded:** 2004 - **HQ Location:** Santa Clara, CA - **Twitter:** @servicenow (54,866 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/29352/ (32,701 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Consultant, Software Engineer - **Top Industries:** Information Technology and Services, Hospital & Health Care - **Company Size:** 66% Enterprise, 19% Mid-Market #### What Are ServiceNow IT Service Management's Pros and Cons? **Pros:** - Ease of Use (168 reviews) - Incident Management (112 reviews) - Efficiency (100 reviews) - Features (97 reviews) - Automation (85 reviews) **Cons:** - Learning Curve (72 reviews) - Expensive (60 reviews) - Complexity (56 reviews) - Limited Customization (51 reviews) - Customization Difficulty (48 reviews) ### 3. [xMatters](https://www.g2.com/products/xmatters/reviews) xMatters end-to-end incident management platform automates each step of the incident lifecycle—from event to resolution—reducing the frequency, duration, and cost of critical service disruptions. xMatters Purpose-built AI significantly slashes resolution times with seamless integration across any DevOps or ITSM toolchain, ensuring every team has the necessary context to avert disruptions before they occur. We partner with our customers to create workflows that lower MTTA/MTTR, increase customer and employee satisfaction, and improve compliance and reporting. Build operational resilience into your digital services and automate responses all the way to resolution with Everbridge xMatters. **Average Rating:** 4.5/5.0 **Total Reviews:** 735 **How Do G2 Users Rate xMatters?** - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.0/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.3/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.3/10 (Category avg: 7.2/10) **Who Is the Company Behind xMatters?** - **Seller:** [Everbridge](https://www.g2.com/sellers/everbridge) - **Company Website:** https://www.everbridge.com - **Year Founded:** 2002 - **HQ Location:** Vienna, VA - **Twitter:** @Everbridge (4,774 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/33883 (1,580 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, Incident Manager - **Top Industries:** Information Technology and Services, Financial Services - **Company Size:** 60% Enterprise, 26% Mid-Market #### What Are xMatters's Pros and Cons? **Pros:** - Alerting System (76 reviews) - Ease of Use (66 reviews) - Alert Management (65 reviews) - Automation (49 reviews) - Notifications (48 reviews) **Cons:** - Complexity (33 reviews) - Learning Curve (25 reviews) - Alert Issues (19 reviews) - Complex Setup (19 reviews) - Difficult Setup (19 reviews) ### 4. [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) Jira Service Management is an IT Service Management (ITSM) solution. Built on the Atlassian platform, Jira Service Management enables teams to deliver and manage services for internal and external stakeholders. Teams from Development to IT to HR use Jira Service Management to intake requests from employees, respond to incidents, deploy changes to improve products or services, track assets, surface knowledge, and automate workflows. **Average Rating:** 4.3/5.0 **Total Reviews:** 950 **How Do G2 Users Rate Jira Service Management?** - **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.0/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.9/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.0/10 (Category avg: 7.2/10) **Who Is the Company Behind Jira Service Management?** - **Seller:** [Atlassian](https://www.g2.com/sellers/atlassian) - **Company Website:** https://www.atlassian.com/ - **Year Founded:** 2002 - **HQ Location:** Sydney and San Francisco - **Twitter:** @Atlassian (106,275 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/atlassian (21,334 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 43% Mid-Market, 38% Enterprise #### What Are Jira Service Management's Pros and Cons? **Pros:** - Ease of Use (49 reviews) - Integrations (33 reviews) - Automation (32 reviews) - Ticket Management (31 reviews) - Features (29 reviews) **Cons:** - Learning Curve (35 reviews) - Complexity (29 reviews) - Steep Learning Curve (29 reviews) - Complex Setup (22 reviews) - Complex UI (16 reviews) ### 5. [New Relic](https://www.g2.com/products/new-relic/reviews) New Relic invented cloud APM for application engineers. Today it is a leader in observability and source of truth for all engineers to make decisions with data across their entire software stack and the software life cycle. There are an estimated 25 million engineers in the world across more than 25 distinct functions. As every company becomes a software company, engineers are using New Relic to gather real-time insights and trending data about the performance of their software so they can be more resilient and deliver exceptional customer experiences. Only New Relic provides an all-in-one platform that is built and sold as a unified experience. With New Relic, customers get access to a secure telemetry cloud for all metrics, events, logs, and traces; powerful full-stack analysis tools; and predictable user-based pricing. New Relic has also curated one of the industry’s largest ecosystems of open source integrations, making it easy for every engineer to get started with observability and use New Relic alongside their other favorite applications. **Average Rating:** 4.4/5.0 **Total Reviews:** 568 **How Do G2 Users Rate New Relic?** - **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.9/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.5/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.9/10 (Category avg: 7.2/10) **Who Is the Company Behind New Relic?** - **Seller:** [New Relic](https://www.g2.com/sellers/new-relic) - **Company Website:** https://newrelic.com - **Year Founded:** 2008 - **HQ Location:** San Francisco, CA - **Twitter:** @newrelic (65,800 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/426253/ (3,067 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 43% Mid-Market, 30% Enterprise #### What Are New Relic's Pros and Cons? **Pros:** - Ease of Use (97 reviews) - Real-time Monitoring (95 reviews) - Monitoring (75 reviews) - Insights (69 reviews) - Analytics (62 reviews) **Cons:** - Expensive (63 reviews) - Pricing Issues (53 reviews) - Complexity (50 reviews) - Learning Curve (50 reviews) - Complex Setup (38 reviews) ### 6. [Better Stack](https://www.g2.com/products/better-stack/reviews) 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:** 317 **How Do G2 Users Rate Better Stack?** - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.2/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.6/10 (Category avg: 8.9/10) - **AI Text Generation:** 6.6/10 (Category avg: 7.2/10) **Who Is the Company Behind Better Stack?** - **Seller:** [Better Stack](https://www.g2.com/sellers/better-stack-3c077b8c-37c5-4d79-9e19-15cf3bd1960b) - **Company Website:** https://betterstack.com/ - **Year Founded:** 2021 - **HQ Location:** San Francisco, CA - **Twitter:** @BetterStackHQ (10,424 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/betterstack/ (29 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** CEO, CTO - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 88% Small-Business, 8% Mid-Market #### What Are Better Stack's Pros and Cons? **Pros:** - Ease of Use (114 reviews) - Easy Setup (93 reviews) - User Interface (71 reviews) - Setup Ease (54 reviews) - Alerting System (52 reviews) **Cons:** - Expensive (22 reviews) - Missing Features (22 reviews) - Limited Features (13 reviews) - Pricing Issues (13 reviews) - Log Management (12 reviews) ### 7. [Freshservice](https://www.g2.com/products/freshservice/reviews) Freshservice by Freshworks is an AI-powered ServiceOps platform built for modern enterprises that need to move fast without sacrificing control. By unifying ITSM, ITOM, IT asset management, and enterprise service management on a single platform with a shared data layer, Freshservice eliminates the tool sprawl and visibility gaps that slow teams down - creating one source of truth across services, assets, and infrastructure. IT teams get full visibility into their environment: automated discovery, a robust CMDB for impact analysis and root cause resolution, and streamlined incident, problem, change, and major incident management. Beyond IT, Freshservice extends seamlessly to HR, finance, and facilities - giving every business team the same consistent, efficient service experience without the complexity of separate tools. Freshservice comes with a natively embedded AI layer called Freddy AI, that helps agents resolve issues faster, automates employee service requests, and gives leaders the insights they need to make better decisions. The result isn't just faster service; it's a fundamentally more proactive operation that surfaces and resolves issues before they impact employees. **Average Rating:** 4.6/5.0 **Total Reviews:** 1,289 **How Do G2 Users Rate Freshservice?** - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.5/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.3/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.8/10 (Category avg: 7.2/10) **Who Is the Company Behind Freshservice?** - **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks) - **Company Website:** https://www.freshworks.com/ - **Year Founded:** 2010 - **HQ Location:** San Mateo, CA - **Twitter:** @FreshworksInc (19,029 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/freshworks-inc/ (7,344 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager, IT Director - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 61% Mid-Market, 21% Enterprise #### What Are Freshservice's Pros and Cons? **Pros:** - Ease of Use (158 reviews) - Features (89 reviews) - Automation (75 reviews) - Ticketing System (67 reviews) - Ticket Management (61 reviews) **Cons:** - Missing Features (54 reviews) - Limited Features (42 reviews) - Learning Curve (36 reviews) - Limited Customization (33 reviews) - Ticketing Issues (27 reviews) ### 8. [Pulseway](https://www.g2.com/products/pulseway/reviews) 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:** 4.6/5.0 **Total Reviews:** 120 **How Do G2 Users Rate Pulseway?** - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.2/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.8/10 (Category avg: 8.9/10) - **AI Text Generation:** 5.0/10 (Category avg: 7.2/10) **Who Is the Company Behind Pulseway?** - **Seller:** [MMSoft Design](https://www.g2.com/sellers/mmsoft-design) - **Year Founded:** 2011 - **HQ Location:** Dublin, Ireland - **Twitter:** @pulsewayapp (6,082 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/1987200/ (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:** 51% Small-Business, 43% Mid-Market #### What Are Pulseway's Pros and Cons? **Pros:** - Customer Support (14 reviews) - Ease of Use (14 reviews) - Features (13 reviews) - Intuitive (9 reviews) - Monitoring (9 reviews) **Cons:** - Feature Issues (6 reviews) - Improvement Needed (6 reviews) - Missing Features (6 reviews) - Needs Improvement (6 reviews) - Limited Features (4 reviews) ### 9. [Sherlocks.ai](https://www.g2.com/products/sherlocks-ai/reviews) 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:** 28 **How Do G2 Users Rate Sherlocks.ai?** - **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 10.0/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.1/10 (Category avg: 8.9/10) - **AI Text Generation:** 9.5/10 (Category avg: 7.2/10) **Who Is the Company Behind Sherlocks.ai?** - **Seller:** [sherlocks.ai](https://www.g2.com/sellers/sherlocks-ai) - **Year Founded:** 2025 - **HQ Location:** Palo Alto, US - **LinkedIn® Page:** https://www.linkedin.com/company/sherlocks-ai/ (8 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 54% Small-Business, 36% Mid-Market #### What Are Sherlocks.ai's Pros and Cons? **Pros:** - Slack Integration (15 reviews) - Alert Management (9 reviews) - Integrations (9 reviews) - Customer Satisfaction (8 reviews) - Ease of Use (7 reviews) **Cons:** - Bug Issues (2 reviews) - Complexity (2 reviews) - Notification Issues (2 reviews) - Bugs (1 reviews) - Complex Setup (1 reviews) ### 10. [PagerDuty](https://www.g2.com/products/pagerduty/reviews) PagerDuty helps organizations of all sizes deliver seamless digital experiences by providing real-time insights and automation through the PagerDuty Operations Cloud. Designed to manage critical incidents, PagerDuty enables teams to detect, assess, and resolve issues faster, preventing downtime and ensuring business continuity. Key Features and Product Functionality PagerDuty Operations Cloud is the heart of our platform, providing proactive incident response, on-call management, automated workflows, and AI-powered insights. With seamless integrations to over 700 tools, including monitoring and collaboration platforms, PagerDuty helps teams centralize their operations to improve service reliability and avoid disruption. What Makes us Different PagerDuty empowers teams to solve critical problems quickly and efficiently, enhancing operational resilience and improving overall performance. Trusted by leading organizations, the Operations Cloud is uniquely built to handle the complexities of today’s digital businesses. Our ability to deliver real-time incident resolution sets us apart, giving IT leaders and CIOs the confidence to maintain always-on services. Get Started Experience the power of the PagerDuty Operations Cloud. Learn more and start your free trial at www.pagerduty.com/free-trial **Average Rating:** 4.5/5.0 **Total Reviews:** 917 **How Do G2 Users Rate PagerDuty?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.0/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.2/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.1/10 (Category avg: 7.2/10) **Who Is the Company Behind PagerDuty?** - **Seller:** [PagerDuty](https://www.g2.com/sellers/pagerduty) - **Company Website:** https://www.pagerduty.com/ - **Year Founded:** 2009 - **HQ Location:** San Francisco, CA - **Twitter:** @pagerduty (24,697 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/482819/ (1,288 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% Mid-Market, 38% Enterprise #### What Are PagerDuty's Pros and Cons? **Pros:** - Alert Notifications (21 reviews) - Alerting System (19 reviews) - Alert Management (17 reviews) - Ease of Use (15 reviews) - Easy Integrations (15 reviews) **Cons:** - Alert Issues (12 reviews) - Expensive (8 reviews) - Complexity (7 reviews) - Inefficient Alert System (7 reviews) - Complex UI (6 reviews) ### 11. [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) Enterprise-grade ITSM that's actually easy to use — resolve issues up to 52% faster with AI, unified asset management, and native ITOps integration built in from day one. SolarWinds Service Desk is a cloud-based IT service management (ITSM) platform that enables IT teams and other business departments to manage service requests, incidents, assets, and workflows in a unified environment. It is designed for IT professionals, service desk teams, and organizations looking to enhance their service management capabilities without the implementation overhead typically associated with enterprise ITSM tools. The platform covers incident management, problem management, change management, asset management, and CMDB in a single product. A configurable, drag-and-drop self-service portal and easy-to-use knowledge base allow end users to resolve common issues independently, while rule-based automations handle ticket routing, prioritization, escalation, and notifications without manual intervention. Customizable dashboards and reporting give teams visibility across incidents, requests, changes, and assets. AI capabilities are embedded directly into agent workflows; including ticket summarization, solution suggestions, intelligent incident/problem linking, response and resolution drafting, runbook generation, and knowledge base recommendations. These capabilities are available out of the box without additional configuration. The AI is scoped to surface relevant, actionable information at the right moment rather than requiring teams to build or maintain separate AI tooling. As part of the SolarWinds portfolio, Service Desk integrates natively with SolarWinds Observability and IT operations tools, allowing infrastructure alerts to automatically generate service desk tickets and giving technicians direct access to node health, recent changes, and other operational context within the incident record. Native integrations also include Microsoft Entra ID for user lifecycle management, Jira for cross-team escalation, Automox for patch management, and an open API for custom connections. Service Desk supports enterprise service management (ESM), enabling organizations to extend ITSM processes beyond IT, to departments such as HR, Facilities, and Legal, without additional products or professional services. For IT teams, the lift is minimal: new department portals are built on the same platform they already manage, using the same workflows, automations, and reporting. This gives IT centralized visibility and control across the organization, reducing the risk of departments adopting unauthorized tools to fill gaps in service coverage. Overall, SolarWinds Service Desk offers a robust set of features designed to enhance service management efficiency, without the headache. By integrating automation, customized workflows, and intelligent recommendations, it stands out as a comprehensive solution that not only addresses the immediate needs of IT teams but also supports broader organizational goals for improved service delivery. **Average Rating:** 4.3/5.0 **Total Reviews:** 769 **How Do G2 Users Rate SolarWinds Service Desk?** - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.4/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.4/10 (Category avg: 8.9/10) - **AI Text Generation:** 5.9/10 (Category avg: 7.2/10) **Who Is the Company Behind SolarWinds Service Desk?** - **Seller:** [SolarWinds Worldwide LLC](https://www.g2.com/sellers/solarwinds-worldwide-llc) - **Company Website:** https://www.solarwinds.com - **Year Founded:** 1999 - **HQ Location:** Austin, TX - **Twitter:** @solarwinds (19,603 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/166039/ (2,818 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager, Systems Administrator - **Top Industries:** Information Technology and Services, Hospital & Health Care - **Company Size:** 67% Mid-Market, 24% Enterprise #### What Are SolarWinds Service Desk's Pros and Cons? **Pros:** - Ticketing System (8 reviews) - Asset Management (7 reviews) - Ease of Use (7 reviews) - Ticket Management (7 reviews) - User Interface (5 reviews) **Cons:** - Missing Features (5 reviews) - Asset Management (4 reviews) - Insufficient Information (3 reviews) - Limited Features (3 reviews) - App Limitations (2 reviews) ### 12. [Xurrent IMR](https://www.g2.com/products/xurrent-imr/reviews) XurrentIMR (formerly Zenduty) is an end-to-end incident management platform for real-time alerts, task delegation, and SLA compliance. Seamlessly integrating with over 150+ popular monitoring and ticketing tools, it stands as a perfect platform for infrastructure and support teams to effectively handle on-call management and enhance their incident response lifecycle. Zenduty manages the entire incident response lifecycle including alert correlations, incident roles, task delegation, communication management, root cause analysis, response automation, and incident post-mortems. Integration features include: - Fully customizable notifications with on-call schedules - Custom escalation policies to ensure incidents are acknowledged and resolved within SLA limits - Incident roles and task templates/playbooks to ensure effective delegation, better preparedness and elimination of chaos - Personal and channel alerts for service-level incidents - Intelligent alert context to accelerate RCA - Custom alert routing rules - Response automation for building self-healing systems - Incident tags for classification of incidents - Advanced team, service and user-level analytics and reporting Tools we integrate with include Sentry, Datadog, Dynatrace, Grafana, Honeybadger, Loggly, NodePing, Pingdom, Prometheus, Rollbar, Runscope, SignalFX, StatusPage, Sumo Logic, Uptime, Zendesk, API, Splunk, Freshdesk, Raygun, Bitbucket, Jenkins, AWS CloudWatch, Github, Bugsnag, Kayako, CopperEgg, Email, StatusCake, Firebase Crashlytics, AppBeat, Healthchecks.io, OpsDash, Monitis, Checkly, Panopta, Site24x7, Hosted Graphite, LogDNA, Librato, Uptrends, Hosted Graphite, UptimeRobot, Papertrail, Fabric Crashlytics, Pingometer, Atatus, Scout, Graylog, Nagios, New Relic, Outgoing Webhook, CircleCI(beta), Logentries, Slack, Logzio, Humio, Lightstep, Sysdig, AppOptics, StatHat, ThousandEyes, Wormly, WaveFront, Zabbix, Icinga2, Jira, Jira Service Desk, ServiceNow, BMC Remedy and Splunk Legacy **Average Rating:** 4.6/5.0 **Total Reviews:** 158 **How Do G2 Users Rate Xurrent IMR?** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.6/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.0/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.6/10 (Category avg: 7.2/10) **Who Is the Company Behind Xurrent IMR?** - **Seller:** [Xurrent](https://www.g2.com/sellers/xurrent) - **Company Website:** https://www.xurrent.com/ - **Year Founded:** 2010 - **HQ Location:** Santa Barbara, US - **Twitter:** @4me (253 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/xurrent/ (165 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 48% Mid-Market, 28% Small-Business #### What Are Xurrent IMR's Pros and Cons? **Pros:** - Alert Management (25 reviews) - Ease of Use (19 reviews) - Integrations (16 reviews) - Customer Support (11 reviews) - Intuitive (11 reviews) **Cons:** - Notification Issues (6 reviews) - Missing Features (5 reviews) - Feature Issues (4 reviews) - Scheduling Issues (4 reviews) - Integration Issues (3 reviews) ### 13. [Alloy Navigator](https://www.g2.com/products/alloy-navigator/reviews) 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:** 4.7/5.0 **Total Reviews:** 97 **How Do G2 Users Rate Alloy Navigator?** - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.1/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.6/10 (Category avg: 8.9/10) **Who Is the Company Behind Alloy Navigator?** - **Seller:** [Alloy Software](https://www.g2.com/sellers/alloy-software) - **Year Founded:** 2002 - **HQ Location:** Bloomfield, NJ - **Twitter:** @AlloySoftware (466 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/alloy-software/ (17 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Marketing and Advertising - **Company Size:** 76% Small-Business, 35% Mid-Market #### What Are Alloy Navigator's Pros and Cons? **Pros:** - Asset Management (32 reviews) - Ease of Use (31 reviews) - Ticketing System (27 reviews) - Ticket Management (27 reviews) - Automation (21 reviews) **Cons:** - Learning Curve (13 reviews) - Complex Setup (12 reviews) - Limited Customization (11 reviews) - Setup Difficulty (11 reviews) - Poor Interface Design (8 reviews) ### 14. [Oh Dear](https://www.g2.com/products/oh-dear/reviews) Oh Dear is an all-in-one website monitoring software for one or multiple websites. Use Oh Dear to check for downtime, broken pages and links, expired certificates and Lighthouse SEO. Oh Dear can notify you for DNS record changes, domain renewals, scheduled cron jobs and application health. **Average Rating:** 4.7/5.0 **Total Reviews:** 31 **How Do G2 Users Rate Oh Dear?** - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 7.4/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.8/10 (Category avg: 8.9/10) - **AI Text Generation:** 4.9/10 (Category avg: 7.2/10) **Who Is the Company Behind Oh Dear?** - **Seller:** [Oh Dear](https://www.g2.com/sellers/oh-dear) - **Year Founded:** 2018 - **HQ Location:** Lier, BE - **LinkedIn® Page:** https://www.linkedin.com/company/oh-dear (3 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Computer Software - **Company Size:** 90% Small-Business, 6% Mid-Market #### What Are Oh Dear's Pros and Cons? **Pros:** - Easy Setup (17 reviews) - Time Saving (16 reviews) - Ease of Use (14 reviews) - Notifications (14 reviews) - Comprehensive Monitoring (13 reviews) **Cons:** - Expensive (5 reviews) - High Costs (4 reviews) - Limited Features (4 reviews) - Pricing Issues (4 reviews) - Confusion (2 reviews) ### 15. [BigPanda](https://www.g2.com/products/bigpanda/reviews) BigPanda is an agentic IT operations platform that enables enterprises to keep the digital world running by transforming manual and reactive human processes into intelligent, autonomous systems. The world’s most trusted brands rely on BigPanda to detect, respond to, and prevent IT incidents at machine speed, improving operational efficiency and delivering exceptional service reliability to their customers. Our primary users include IT Operations (ITOps), Network Operations Centers (NOC), Major Incident Management, Change Management,, and Site Reliability Engineering (SRE) teams that face increasing challenges due to the complexities of modern IT infrastructure. Enterprises spend $250 billion annually on manual, human-driven IT operations, and it doesn’t scale. Teams are hindered by slow, reactive, and manual ITOps and incident management processes that cannot keep up with the scale and rapid pace of change in today's digital landscape. As a result, enterprises experience service outages and increased operational costs, detracting from their ability to innovate and improve service delivery. BigPanda addresses these challenges by transforming the overwhelming volume of IT alerts and incidents into automated, actionable workflows. By leveraging AI agents, advanced algorithms, and machine learning, the platform unifies events and IT knowledge, correlates incidents across domains, and automates triage and investigation. These capabilities streamline the incident response process and reduce the time spent on manual tasks, allowing IT professionals to focus on strategic initiatives rather than being bogged down by routine firefighting. The key capabilities of BigPanda include: - AI Incident Prevention helps teams stop change-related incidents before they happen with scalable, proactive change and problem management. - AI Detection and Response correlates signals and surfaces critical context, so your teams can act before incidents escalate. - The BigPanda L1 Agent strengthens your first line of defense by automating L1 NOC workflows end to end and scaling L1 operations without increasing headcount. - AI Incident Assistant helps IT teams streamline major incidents, including collaboration, investigation, and resolution, to reduce the impact on the business. These capabilities are powered by the BigPanda IT Knowledge Graph, which is purpose-built to enable an AI-first data strategy by capturing your siloed and fragmented data and using it to power insights and automation. BigPanda integrates seamlessly with existing IT tools, empowering enterprises to automate incident response workflows and gain real-time visibility into IT operations. Automating repetitive IT operations tasks helps organizations minimize human error and accelerate resolution times, while the integration capabilities ensure that teams can leverage their current toolsets without disruption. Additionally, BigPanda offers advanced analytics that provide valuable insights into operational performance, helping organizations make informed decisions that enhance service availability and drive business growth. By utilizing BigPanda, enterprises can significantly reduce their IT operating costs while improving service reliability and overall business agility. The platform empowers teams to proactively manage incidents, mitigate outage risk, and enhance customer satisfaction. As organizations continue to evolve amid digital transformation, BigPanda stands out as a critical tool for modern enterprise IT operations, enabling them to thrive in an increasingly complex environment. **Average Rating:** 4.5/5.0 **Total Reviews:** 111 **How Do G2 Users Rate BigPanda?** - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.3/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.4/10 (Category avg: 8.9/10) **Who Is the Company Behind BigPanda?** - **Seller:** [BigPanda](https://www.g2.com/sellers/bigpanda) - **Company Website:** https://bigpanda.io - **Year Founded:** 2012 - **HQ Location:** Mountain View, California - **Twitter:** @bigpanda (3,060 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2598034/ (337 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Developer, Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 57% Enterprise, 37% Small-Business #### What Are BigPanda's Pros and Cons? **Pros:** - Alerting System (1 reviews) - Alert Management (1 reviews) - Automation (1 reviews) - Easy Integrations (1 reviews) - Incident Management (1 reviews) ### 16. [Mezmo](https://www.g2.com/products/mezmo/reviews) Telemetry data is now overwhelming—noisy, slow, and expensive. Mezmo’s Active Telemetry delivers live, high-context observability that cuts the noise, slashes cost, and powers fast iteration, by tapping into logs, metrics, and traces—and acting on them the moment they’re created. Mezmo’s Active Telemetry Platform is powered by three unique capabilities: Active Engagement—giving Developers and AI agents on-demand access to the live data they need; Active Routing—letting users direct relevant, contextualized telemetry where it’s needed most; and Active Analysis—enabling in-stream, context-based decisions as data is generated. **Average Rating:** 4.6/5.0 **Total Reviews:** 213 **How Do G2 Users Rate Mezmo?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10) **Who Is the Company Behind Mezmo?** - **Seller:** [Mezmo](https://www.g2.com/sellers/mezmo) - **Year Founded:** 2015 - **HQ Location:** San Jose, California - **Twitter:** @mezmodata (1,731 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/mezmo/ (68 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, CTO - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 64% Small-Business, 32% Mid-Market #### What Are Mezmo's Pros and Cons? **Pros:** - Efficiency Improvement (2 reviews) - Log Management (2 reviews) - Monitoring (2 reviews) - Alerts (1 reviews) - Connectivity (1 reviews) **Cons:** - Learning Difficulty (2 reviews) - Difficult Learning (1 reviews) - Difficult Navigation (1 reviews) - Expensive (1 reviews) - Learning Curve (1 reviews) ### 17. [Grafana Labs](https://www.g2.com/products/grafana-labs/reviews) Grafana Labs provides an open and composable monitoring and observability stack built around Grafana, the leading open source technology for dashboards and visualization. There are more than 3,000 Grafana Labs customers, including Bloomberg, Citigroup, Dell Technologies, Salesforce, and TomTom, and more than 1 million active instances of Grafana around the world. Grafana Labs helps companies manage their observability strategies with the LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with the Grafana Enterprise offerings, both featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo) as well as extensive enterprise data source plugins, dashboard management, alerting, reporting, and security. Grafana Labs is backed by leading investors Lightspeed Venture Partners, Lead Edge Capital, GIC, Sequoia Capital, Coatue, and J.P. Morgan. Follow Grafana Labs on LinkedIn and Twitter or visit https://grafana.com. **Average Rating:** 4.5/5.0 **Total Reviews:** 154 **How Do G2 Users Rate Grafana Labs?** - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.1/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.9/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.0/10 (Category avg: 7.2/10) **Who Is the Company Behind Grafana Labs?** - **Seller:** [Grafana Labs](https://www.g2.com/sellers/grafana-labs) - **Year Founded:** 2014 - **HQ Location:** New York - **Twitter:** @grafana (69,097 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/11062162/ (1,770 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, DevOps Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 45% Mid-Market, 28% Enterprise #### What Are Grafana Labs's Pros and Cons? **Pros:** - Data Visualization (18 reviews) - Ease of Use (18 reviews) - Dashboard Usability (17 reviews) - Real-time Monitoring (17 reviews) - Monitoring (16 reviews) **Cons:** - Learning Curve (16 reviews) - Complex Setup (13 reviews) - Learning Difficulty (12 reviews) - Difficult Learning (11 reviews) - Complexity (10 reviews) ### 18. [Serviceaide ChangeGear](https://www.g2.com/products/serviceaide-changegear/reviews) We help companies transform their service and support with AI-based technologies and automation to improve business processes, increase self-service and reduce costs. The goal is to provide value to both users and support organizations to reduce workload, improve quality of service and increase productivity. ChangeGear is a scalable and flexible ITSM solution with a virtual agent called Luma. ChangeGear is available in three tiers: Change Manager, Service Desk and Service Manager. ChangeGear is certified across 12 ITIL processes. **Average Rating:** 3.9/5.0 **Total Reviews:** 104 **How Do G2 Users Rate Serviceaide ChangeGear?** - **Has the product been a good partner in doing business?:** 8.4/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 7.9/10 (Category avg: 8.8/10) - **Constant Monitoring:** 7.3/10 (Category avg: 8.9/10) - **AI Text Generation:** 6.4/10 (Category avg: 7.2/10) **Who Is the Company Behind Serviceaide ChangeGear?** - **Seller:** [Serviceaide](https://www.g2.com/sellers/serviceaide) - **Company Website:** https://www.serviceaide.com - **Year Founded:** 2016 - **HQ Location:** San Jose, California - **Twitter:** @ServiceAide (11 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/10676753/ (76 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Hospital & Health Care, Information Technology and Services - **Company Size:** 50% Mid-Market, 39% Enterprise #### What Are Serviceaide ChangeGear's Pros and Cons? **Pros:** - Incident Management (5 reviews) - Asset Management (4 reviews) - Collaboration (4 reviews) - Integrations (4 reviews) - Task Management (4 reviews) **Cons:** - Outdated Interface (4 reviews) - Slow Performance (4 reviews) - Missing Features (3 reviews) - Slow Loading (3 reviews) - Bugs (2 reviews) ### 19. [OnPage](https://www.g2.com/products/onpage/reviews) OnPage is a secure, critical communication and incident alerting platform that instantly delivers urgent notifications to the right on-call team through persistent, high-priority alerts, overriding mute, with built-in on-call scheduling and collaboration tools. OnPage enables rapid resolution of critical IT, healthcare, or IoT incidents through efficient HIPAA-secure communication and on-call management capabilities. With OnPage, healthcare organizations and IT teams are empowered to significantly improve their event detection and response with an advanced, secure critical communication and collaboration platform. By unifying automation, secure messaging, collaboration, mass messaging and real-time analytical insights, OnPage’s purpose-built platform supports complex workflows with unmatched precision and ensures that urgent alerts are never missed. For healthcare organizations, OnPage offers an all-in-one, HIPAA-compliant clinical communication and collaboration platform designed to accelerate response times, improve coordination, enhance patient outcomes, improve situational awareness and reduce risks. For IT teams, OnPage provides an automated incident alert management and on-call scheduling platform, streamlining incident response by delivering persistent, real-time alerts to the right on-call engineers, reducing mean time to resolution, boosting operational efficiency, and enabling mass notifications to keep the larger ecosystem informed during critical events. OnPage's solutions are widely adopted across various industries, including healthcare, IT and managed services, manufacturing, and field services. Founded in 2011, OnPage is certified as a Women’s Business Enterprise (WBE) by the Center for Women & Enterprise, a regional partner of the Women’s Business Enterprise National Council, and actively champions women-owned businesses to drive impactful change. To learn more and try OnPage for free, visit www.onpage.com. **Average Rating:** 4.3/5.0 **Total Reviews:** 306 **How Do G2 Users Rate OnPage?** - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.0/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.5/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.6/10 (Category avg: 7.2/10) **Who Is the Company Behind OnPage?** - **Seller:** [OnPage](https://www.g2.com/sellers/onpage) - **Company Website:** https://www.onpage.com/ - **Year Founded:** 1997 - **HQ Location:** Waltham, MA - **Twitter:** @On_Page (1,062 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/22552/ (38 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Physician, Owner - **Top Industries:** Hospital & Health Care, Information Technology and Services - **Company Size:** 53% Small-Business, 30% Mid-Market #### What Are OnPage's Pros and Cons? **Pros:** - Ease of Use (22 reviews) - Notifications (11 reviews) - Easy Setup (7 reviews) - Reliability (7 reviews) - Setup Ease (7 reviews) **Cons:** - Notification Issues (10 reviews) - Sound Issues (6 reviews) - Call Issues (4 reviews) - Not User-Friendly (4 reviews) - Delays (3 reviews) ### 20. [incident.io](https://www.g2.com/products/incident-io/reviews) Incidents can be stressful, but they don’t have to be. incident.io helps tech-led businesses navigate incidents from declaration to post-mortem and well beyond. Built on the experience from thousands of incidents, from small bugs to SEV-1’s, incident.io eliminates anxiety, uncertainty, and chaos experienced by responders during an incident. With an elegantly-designed interface, streamlined and transparent communication channels via Slack, and powerful workflows that bring automation and flexibility to your response process, incident.io minimizes communication silos and helps eliminate manual processes. With incident.io, you can focus on improving your product’s reliability and reducing downtime. With over a dozen integrations with popular tools like PagerDuty, Jira, and Backstage, incident.io ensures seamless connectivity throughout the incident response process. Trusted by industry-leading companies, including Etsy, monday.com, and Skyscanner, incident.io empowers faster incident resolution and cultivates shared understanding of roles and responsibilities among your team members. End-to-end incident management from the first alert to the final follow-up, with On-call, incident response, and status pages in one powerful incident management platform. Leveraging powerful dashboards that provide deep insights, engineering teams can learn from past incidents and apply cumulative knowledge to build more resilient products. With an intuitive interface that can be used by everyone — from the SRE, to the CS rep, to the CEO — and a seamless user experience, incident.io meaningfully improves your incident management process so that you can spend less time responding to incidents and more time fostering customer trust. **Average Rating:** 4.8/5.0 **Total Reviews:** 180 **How Do G2 Users Rate incident.io?** - **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.3/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.8/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.2/10 (Category avg: 7.2/10) **Who Is the Company Behind incident.io?** - **Seller:** [incident.io](https://www.g2.com/sellers/incident-io) - **Company Website:** https://incident.io - **Year Founded:** 2021 - **HQ Location:** New York, US - **Twitter:** @incident_io (3,650 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/incident-io/ (180 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Senior Software Engineer, Site Reliability Engineer - **Top Industries:** Financial Services, Computer Software - **Company Size:** 67% Mid-Market, 20% Enterprise #### What Are incident.io's Pros and Cons? **Pros:** - Ease of Use (29 reviews) - Customer Support (27 reviews) - Slack Integration (24 reviews) - Integrations (20 reviews) - Customer Satisfaction (18 reviews) **Cons:** - Missing Features (8 reviews) - Limited Features (7 reviews) - Feature Issues (4 reviews) - Integration Issues (3 reviews) - Confusion (2 reviews) ### 21. [Xurrent ITSM](https://www.g2.com/products/xurrent-itsm/reviews) Xurrent is an AI-powered service and operations management platform that unifies ITSM, IT operations, and incident management on a single system of record. With an always-on AI fabric and deep automation, Xurrent helps teams eliminate silos, reduce MTTR, and keep the business running smoothly. **Average Rating:** 4.6/5.0 **Total Reviews:** 83 **How Do G2 Users Rate Xurrent ITSM?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.5/10 (Category avg: 8.8/10) - **Constant Monitoring:** 7.1/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.7/10 (Category avg: 7.2/10) **Who Is the Company Behind Xurrent ITSM?** - **Seller:** [Xurrent](https://www.g2.com/sellers/xurrent) - **Company Website:** https://www.xurrent.com/ - **Year Founded:** 2010 - **HQ Location:** Santa Barbara, US - **Twitter:** @4me (253 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/xurrent/ (165 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Insurance - **Company Size:** 51% Enterprise, 30% Mid-Market #### What Are Xurrent ITSM's Pros and Cons? **Pros:** - Ease of Use (14 reviews) - Features (7 reviews) - Intuitive (7 reviews) - Efficiency (6 reviews) - Implementation Ease (6 reviews) **Cons:** - Missing Features (5 reviews) - Limited Features (4 reviews) - Poor Design (4 reviews) - Outdated Interface (3 reviews) - Insufficient Information (2 reviews) ### 22. [SolarWinds IT Incident Response (Squadcast)](https://www.g2.com/products/solarwinds-it-incident-response-squadcast/reviews) SolarWinds® Incident Response (formerly Squadcast) is a premier unified incident management platform engineered to help modern enterprises automate response workflows, minimize downtime, and maximize engineering efficiency. Built on a robust Reliability Automation Platform, our solution seamlessly integrates on-call scheduling and incident response into a single, high-visibility interface. In today’s complex hybrid and multi-cloud environments, observability alone isn’t enough. SolarWinds Incident Response bridges the gap between detection and resolution. By unifying alerts from over 200 third-party tools, our platform uses AI-powered correlation and intelligent deduplication to eliminate alert fatigue. For DevOps, SRE, and IT teams, this means a massive reduction in "noise," allowing them to focus on critical system health rather than chasing false positives. Key Benefits for High-Performing Teams include: Accelerated Remediation: Drive significant operational improvements, with customers reporting up to a 68% reduction in Mean Time to Remediation (MTTR) and a 93% improvement in Mean Time to Acknowledge (MTTA). Intelligent On-Call Management: Automate complex scheduling and escalation paths. Ensure the right subject matter expert is reached instantly via Slack, Microsoft Teams, SMS, or mobile app notifications. Proactive SRE Workflows: Move beyond reactive firefighting. Use standardized runbooks, automated post-mortems, and SLO tracking to adopt Site Reliability Engineering (SRE) best practices effortlessly. Real-Time Collaboration: Empower cross-functional "incident swarming" with integrated communication tools and shared visibility, ensuring stakeholders are kept informed through automated status pages. Our mission is to provide the most user-friendly incident management solution on the market. By combining deep observability insights with proactive automation, we empower companies to strengthen system reliability and deliver seamless digital experiences. Whether you are managing on-premises infrastructure or scaling in the cloud, SolarWinds Incident Response provides the structured approach needed to maintain operational resilience. Transform your incident lifecycle from a manual burden into a streamlined, automated engine for continuous improvement. **Average Rating:** 4.4/5.0 **Total Reviews:** 307 **How Do G2 Users Rate SolarWinds IT Incident Response (Squadcast)?** - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.3/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.8/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.4/10 (Category avg: 7.2/10) **Who Is the Company Behind SolarWinds IT Incident Response (Squadcast)?** - **Seller:** [SolarWinds Worldwide LLC](https://www.g2.com/sellers/solarwinds-worldwide-llc) - **Year Founded:** 1999 - **HQ Location:** Austin, TX - **Twitter:** @solarwinds (19,603 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/166039/ (2,818 employees on LinkedIn®) - **Ownership:** NYSE: SWI **Who Uses This Product?** - **Who Uses This:** DevOps Engineer, Software Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 50% Mid-Market, 41% Small-Business #### What Are SolarWinds IT Incident Response (Squadcast)'s Pros and Cons? **Pros:** - Ease of Use (4 reviews) - Integrations (4 reviews) - Easy Setup (3 reviews) - Incident Management (3 reviews) - Easy Integrations (2 reviews) **Cons:** - Insufficient Information (1 reviews) - Lack of Guidance (1 reviews) - Lack of Tutorials (1 reviews) - Limited Features (1 reviews) - Limited Free Services (1 reviews) ### 23. [Hexnode UEM](https://www.g2.com/products/hexnode-uem/reviews) Hexnode is a comprehensive unified endpoint management tool used by IT professionals to deploy and secure corporate devices. It enables businesses to handle mobility concerns by providing a simple, effective way to view and control devices from a single administrative platform. Hexnode ensures a total separation of corporate and personal data on devices, ensuring the security of the data and the privacy of employees. Supported Operating Systems - Android, Fire OS, iOS, macOS, Linux, ChromeOS, visionOS, tvOS, Windows. Integrations: -Android Enterprise -Apple Business Manager (ABM) -Apple School Manager (ASM) -Azure AD Integration -G Suite (now Google Workspace) -Freshservice -LG, Kyocera and Samsun Knox Enterprise Solution -Microsoft AD -Okta -SCCM -Zendesk Here're the best features of Hexnode UEM: -Android Enterprise program. -Apple Business Manager and Apple School Manager Integrations. -Automated device management. -Web Content Filtering. -BYOD Deployment. -WPCO - Enrollment for Android -Bypass Activation Lock on Apple devices. -Co-managing Windows devices. -Enrollment Profiles for Android, iOS and Windows -Compliance management across the entire device fleet. -Custom Roles for technicians. -Digital Signage -Custom Reports -Different Device Encryption and Security Strategies. -Over-the-air deployment of endpoints using Samsung's Knox Mobile -Enrollment and Google's Zero Touch Enrollment. -Enable Account and Network Configuration. -Enroll using Apple Configurator and other quick enrollment options. -Enterprise application installation using IPA, APK, XAPK, MSI, DMG or PKG files for different platforms. -AI based Scripting with the help of Hexnode Genie. -Automate routine device management tasks with Deployments -Hexnode browser to enable multi-tabbed browsing on mobile devices. -Kiosk mode with a wide range of functionalities. -Unattended Remote Access -Account driven enrollment for Apple devices -Patch management. -Manage any number of devices within a single centralized console. -Monitor and track everything from an intuitive dashboard. -Out-of-the-box devices management. -Out-of-bound product management with REST-based API. -Precisely document security and compliance through a wide array of reports. -Provision, deploy and manage mobile applications. -Remotely set up device configurations on the user devices. -Remote view and control help admins troubleshoot the devices remotely. -ROM Enrollment for Android. -Seamless User Provision. -Selectively restrict device functionalities. -Incidents tab -Compliance policy -LAPS for Windows Security -Self Service device management for macOS and Windows -ChromeOS Managed Guest Sessions -Okta Device Trust -Conditional Access using Entra ID -Android SCEP Solutions we offer: -Unified Endpoint Management -Application Management -Bring Your Own Device -Cross-Platform Support -Enterprise Mobility Management -Identity and Access Management -IoT Device Management -Mobile Device Management -Mobile Application Management -Mobile Content Management -Mobile Expense Management -Mobile Security Management -Mobile Threat Defense -Kiosk Software -Remote Monitoring and Management -Rugged Device Management -Patch Management Trusted by SMBs to Fortune 100 Companies around the world. Check out these case studies: AudiçãoActiva - https://www.hexnode.com/mobile-device-management/mdm-case-study-audicaoactiva/ Andalusia Hospitals - https://www.hexnode.com/mobile-device-management/mdm-case-study-andalusia-hospitals/ Choyce - https://www.hexnode.com/mobile-device-management/mdm-case-study-choyce/ Condé Nast - https://www.hexnode.com/mobile-device-management/mdm-case-study-conde-nast/ DigitalMint - https://www.hexnode.com/mobile-device-management/mdm-case-study-digitalmint/ DKT Philippines - https://www.hexnode.com/mobile-device-management/mdm-case-study-dkt-international/ Hartley ISD - https://www.hexnode.com/mobile-device-management/mdm-case-study-hartley-isd/ Ur & Penn - https://www.hexnode.com/mobile-device-management/mdm-case-study-ur-penn/ Western Airways - https://www.hexnode.com/mobile-device-management/mdm-case-study-western-airways/ **Average Rating:** 4.5/5.0 **Total Reviews:** 224 **How Do G2 Users Rate Hexnode UEM?** - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10) **Who Is the Company Behind Hexnode UEM?** - **Seller:** [Mitsogo Inc.](https://www.g2.com/sellers/mitsogo-inc) - **Company Website:** https://www.mitsogo.com/ - **Year Founded:** 2013 - **HQ Location:** San Francisco, CA - **Twitter:** @thehexnode (17,646 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/4823816/ (497 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Business Analyst, IT Manager - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 53% Mid-Market, 35% Small-Business #### What Are Hexnode UEM's Pros and Cons? **Pros:** - Ease of Use (22 reviews) - Features (21 reviews) - Device Management (16 reviews) - Customer Support (15 reviews) - Policy Management (9 reviews) **Cons:** - Lacking Features (8 reviews) - Expensive (7 reviews) - Limited Features (7 reviews) - Missing Features (7 reviews) - Device Management (6 reviews) ### 24. [Opsgenie](https://www.g2.com/products/opsgenie/reviews) Opsgenie is a modern incident management solution for operating always-on services. Trusted thousands of customers worldwide, Opsgenie provides solutions for alerting and on-call management. We enable companies to effectively respond to their IT/DevOps issues. Opsgenie empowers teams to develop incident response plans, collaborate and coordinate the response actions and analyze response effectiveness. Learn why Opsgenie is the fastest growing alert routing and incident management solution on the market, www.opsgenie.com **Average Rating:** 4.3/5.0 **Total Reviews:** 52 **How Do G2 Users Rate Opsgenie?** - **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.5/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.3/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.3/10 (Category avg: 7.2/10) **Who Is the Company Behind Opsgenie?** - **Seller:** [Atlassian](https://www.g2.com/sellers/atlassian) - **Year Founded:** 2002 - **HQ Location:** Sydney and San Francisco - **Twitter:** @Atlassian (106,275 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/atlassian (21,334 employees on LinkedIn®) - **Ownership:** NASDAQ:TEAM **Who Uses This Product?** - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 54% Mid-Market, 29% Small-Business #### What Are Opsgenie's Pros and Cons? **Pros:** - Alerting System (1 reviews) - Alert Management (1 reviews) - Automation (1 reviews) - Ease of Use (1 reviews) - Easy Integrations (1 reviews) **Cons:** - Learning Curve (1 reviews) - Steep Learning Curve (1 reviews) ### 25. [AlertOps](https://www.g2.com/products/alertops/reviews) AlertOps is software that enables an organization to take control of incidents and automate actions that reduce cost, protect revenue and improve the customer experience. AlertOps is a SaaS-based, Alerting & Real-Time Platform that helps ITOps, DevOps, SecOps, HybridOps, BusinessOps, IndustrialOps and Support teams respond to business-critical incidents better and faster.   With AlertOps you get: ✓ Total Flexibility, no compromises. ✓ End-to-end Workflow Automation. ✓ Full Stack Incident Visibility ✓ Expert Guidance, on-demand. Visit us at: alertops.com and schedule a personalized demo. We will be happy to discuss your use case and show you why, many of the world’s largest companies leverage AlertOps to respond more rapidly, outmaneuver their competitors and win when moments matter. **Average Rating:** 4.7/5.0 **Total Reviews:** 151 **How Do G2 Users Rate AlertOps?** - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.5/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.2/10 (Category avg: 8.9/10) - **AI Text Generation:** 9.2/10 (Category avg: 7.2/10) **Who Is the Company Behind AlertOps?** - **Seller:** [AlertOps](https://www.g2.com/sellers/alertops) - **Year Founded:** 2019 - **HQ Location:** Bloomingdale, IL - **Twitter:** @AlertOps (1,341 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/5396593/ (49 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Systems Engineer, Service Manager - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 71% Small-Business, 22% Mid-Market #### What Are AlertOps's Pros and Cons? **Pros:** - Alert Management (8 reviews) - Customer Support (7 reviews) - Customer Satisfaction (6 reviews) - Easy Setup (6 reviews) - Team Collaboration (6 reviews) **Cons:** - Scheduling Issues (4 reviews) - Complex UI (2 reviews) - Complexity (1 reviews) - Delays (1 reviews) - Distracting Design (1 reviews) ## What Is Incident Management Software? [IT Management Software](https://www.g2.com/categories/it-management) ## What Software Categories Are Similar to Incident Management Software? - [Service Desk Software](https://www.g2.com/categories/service-desk) - [IT Alerting Software](https://www.g2.com/categories/it-alerting) - [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) --- ## How Do You Choose the Right Incident Management Software? ### What You Should Know About Incident Management Software ### What is Incident Management Software? Incident management software helps businesses preserve the uptime of their digital assets. IT teams use incident management systems to alert them to major problems or downtime, generate reports surrounding the outage or issue, and guide a plan of action in addressing the problem. These service management functionalities can be especially beneficial in situations where companies have numerous assets to monitor at once or a few mission-critical assets to monitor in real time. Regardless of which scenarios, IT service management automation is the key to fast incident response time. This type of software automatically assigns the tasks to the appropriate teams, provides insights into the cases, and generates actionable reports to optimize the IT incidents handling process. For example, a good incident management system will determine if a case should alert the [DevOps](https://www.g2.com/categories/devops) team or the [IT service management (ITSM)](https://www.g2.com/categories/it-service-management-itsm-tools) teams based on the type of the problem or prioritization.  Incident management solutions ensure critical IT infrastructures have as much uptime as possible. Once an incident is spotted by monitoring software or an end-user report, the tool automates [notifications](https://www.g2.com/categories/incident-management/f/notifications) to all relevant team members or personnel via email, text, call, or communication software. By notifying the exact people or teams needed to address an issue and preparing an immediate report of the issue, incident management software helps the IT teams find root causes and deal with them quickly. ### What are the Common Features of Incident Management Software? The following are some core features within incident management tools that can help users maintain their IT system’s uptime: **Self-service portal:** Before a ticket is submitted, incident management software should provide a knowledge base to answer common problems of employees. This saves the ITSM team time and streamlines repetitive problems. [**Incident assignment**](https://www.g2.com/categories/incident-management/f/ticket-assignment) **:** Designate the reported incident to the right team according to the types of problems. Without this feature, the IT team will need to identify the type of the problems first, which slows down the SLA time.  **ITIL management:** Most incident management software will come with an ITIL, which is a library of volumes describing a framework of best practices for delivering IT services. The software can guide the IT team to follow this framework in their ITSM operation. **Immediate alerting:** With incident management systems, users can mail, text, call, or integrate with team communication software to notify all relevant personnel, notifying them of an issue’s occurrence and any pertinent details surrounding it. **Incident tracking:** The software helps set different SLA policies to track deadlines based on elapsed time and types of problems. This can be further [customized by priority](https://www.g2.com/categories/incident-management/f/ticket-prioritization) so that the ITSM team can allocate appropriate time for every incident. The software should also automatically notify the support team of unsolved incidents before their SLA breaches. [**Standardized workflow**](https://www.g2.com/categories/incident-management/f/standardization) **:** Note what failed and potential troubleshooting steps towards service restoration. Some incident management solutions integrate with monitoring and log analytics software to suggest the root cause of the issue. **Mobile app** : Some incident management software offer a mobile app so that cases can be reported and handled on mobile devices. **Reports and analytics:** Incident reports detail how on-call workloads are distributed and handled. Some software also have customer satisfaction reports to better understand customer feedback and improve service quality. This is necessary to optimize the ITSM team’s work to prepare for future cases.  Other features of incident management software: [Ticket Creation](https://www.g2.com/categories/incident-management/f/ticket-creation), [Ticket Designation](https://www.g2.com/categories/incident-management/f/ticket-designation). ### What are the Benefits of Incident Management Software? Incident management tools can have a variety of benefits, here are a few: **Save costs:** Downtime can quickly cost businesses money and clients (both potential and current). Incident management solutions help businesses get back to a full capacity more quickly, minimizing losses from downtime. While incident management tools cost money, a manual incident resolution will decrease customer satisfaction and hurt revenue generation in the long run. For example, without the alerting feature from the incident reporting capability, the help desk could miss a case buried in emails and breach SLA.  **Increase productivity:** The IT team can follow the ITIL protocols to handle the problem in the best practices. They can also collaborate with other teams depending on the type of the problems. This takes the guesswork out of the ITSM process by knowing what to do and who to work with.  **Unify visibility:** Both incident reporters and IT managers gain significant visibility to the ITSM process. The incident reporters can track what’s happening to their tickets and when they will be solved. This will keep the end users informed and happy. For IT managers, they can identify what assets are causing the problem (software bugs or hardware malfunction) and fix them appropriately. They can also acknowledge the ITSM team’s performance based on customer satisfaction scores and SLA metrics. This allows them to take action where needed. ### Who Uses Incident Management Software? **IT teams:** Business’ IT teams will be the strongest users of incident management tools. Since the software is specifically designed for reporting any disturbances to proper workflow, incident management can be used to great effect by anyone from dedicated support teams to digital asset teams (databases, virtual servers, applications, etc.) and beyond. These teams can use incident management software in conjunction with other monitoring tools, service desk tools, and more. **Employees:** When employees are having technical difficulties, they can report the problem on the incident management software. Many external IT problems are also spotted by employees before the customers, so it is important to fix them quickly. **Customers:** Customers can report IT problems and track when they will be solved. Incident management is the key to customer satisfaction and revenue generation.  #### Software Related to Incident Management Software Related solutions that can be used together with incident management software include: [Video conferencing](https://www.g2.com/categories/video-conferencing) **and** [audio conferencing software](https://www.g2.com/categories/audio-conferencing) **:** Video conferencing and audio conferencing software help drive troubleshooting efforts by providing an immediate avenue to communicate with all relevant parties. Since incidents tend to require immediate action to maximize uptime, it’s best to begin troubleshooting efforts as soon as possible.  [Log analysis software](https://www.g2.com/categories/log-analysis) **:** When something fails, the first place to check for a potential failure explanation is in logging. Application logs, server logs, and other logs are great leads to finding the solutions. Log analysis software assists in sorting through those logs, making it easier to find failure points and restore service. [Service desk software](https://www.g2.com/categories/service-desk) **:** Internal transparency is critical to incident management, not only because of auditing but also because it is essential to not repeat troubleshooting steps. Repeating the same (failed) steps means extra time spent not fixing an issue. Service desk tools help with transparency by providing a ticketing system where issues and attempted fixes can be tracked. ### Challenges with Incident Management Software Software solutions can come with their own set of challenges.  **Minor incident detection:** Not all major incidents are going to display an immediate sign that something is wrong. In situations like that, it can be difficult to hit that one "key" factor that’s going to set off an incident alert. For potential issues like those that a company could potentially come across, it’s important to consider setting up some warning alerts for signs of a possible incoming major incident. **Links to known issues:** In IT and development, issues that have occurred before or frequently are called known issues. While some of these might be well known among relevant teams, others might be obscure or even previously considered one-off issues. As a result, knowledge surrounding how to address the issue might be difficult to come by at first. Users can pair an incident management solution with knowledge management software to assist their teams in addressing issues more quickly. **ITIL compliant:** There is no standard or governance for ITIL. Adopting the ITSM processes that worked elsewhere doesn’t mean the company is complying with ITIL. The best practice is that IT teams should regularly review customer feedback and adjust their processes accordingly. After all, ITIL is all about efficiency and performance rather than compliance. Following ITIL blindly will make the ITSM process inflexible and unfit for others. ### How to Buy Incident Management Software #### Requirements Gathering (RFI/RFP) for Incident Management Software Whether a company is looking for its first incident management software or trying to replace an existing one, g2.com can help find the best solution. The company’s needs when searching for incident management software often relate to specifically desired data and metrics. For example, the user may be most interested in analyzing SLA breaches. Buyers should make a ranked list of the features that most directly address the problems they’re trying to solve, then reference G2 reviews to find the right fit. Prioritizing the desired feature set can help narrow down the potential pool of incident management solutions, allowing teams to then apply further considerations for budget, ease of integration with other systems, security requirements, and more. This holistic approach empowers buyers to move forward with a focused checklist, which can be used in conjunction with G2 scoring to select the best incident management tool for the business. #### Compare Incident Management Software **Create a long list** When searching for incident management software, companies need to identify compatibility requirements for existing communication tools, monitoring software, and knowledge management software. Buyers should make a list of important existing software that needs to be integrated, then filter out the incident management tools that can’t be integrated. For example, many incident management software are SaaS solutions that only work with other SaaS solutions on the cloud. If the company's IT operations and incident management process are on-premises, then the company should seriously check if its legacy IT infrastructure fits the incident management software.  **Create a short list** It helps to cross-reference the results of initial vendor evaluations with G2 reviews from other buyers, the combination of which will help to narrow in on a short three to five product list. From there, buyers can compare pricing and features to determine the best fit. Some vendors don’t charge implementation costs while some do.  **Conduct demos** As a rule of thumb, companies should make sure to demo all of the products that end up on their short list. During demos, buyers should ask specific questions related to the functionalities they care most about; for example, one might ask to be walked through what actionable insights are generated from an SLA breach report.  #### Selection of Incident Management Software **Choose a selection team** Regardless of a company’s size, it’s important to involve the most relevant personas when beginning the incident management software selection process. Larger companies may include the ITSM teams, procurement teams, IT managers, and engineers who will be working with the software most closely. Smaller companies with fewer employees might just need IT managers to fill the role. **Negotiation** Many vendors offer full software license platforms that go beyond incident management (on-premises) to include knowledge management and observability platforms. While some companies will not budge on the configurations of their packages, buyers looking to trim costs should try to negotiate down to the specific functions that matter to them to get the best price. For example, a vendor’s pricing page where incident management functionality is only included with a robust all-in-one monitoring package, whereas a sales conversation may prove otherwise.  **Final decision** After this stage, it is important to perform a trial run if possible with a small selection of IT professionals or developers. This will help to ensure that the incident management software of choice integrates well with an ITSM specialist’s systems setup or an engineer’s day-to-day work. If the incident management tool is well liked and well utilized, the buyer can take that as a sign that their selection is the right one. If not, looking back at the other options may be necessary.