# What is the top-rated incident management software for enterprise IT teams?

<p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">Managing incidents in a big enterprise is a whole different challenge than in a small shop. Way more teams involved, more moving parts, and a lot more pressure to keep workflows and reporting tight. I was digging into the G2 grid for enterprise tools and these platforms stood out the most:</p><ul>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/servicenow-it-service-management/reviews"><strong>ServiceNow IT Service Management</strong></a><strong>:</strong> easily the top-rated here, with near-perfect satisfaction and market presence scores. Reviews highlight how it standardizes workflows end-to-end, which is why so many large IT teams lean on it.</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/xmatters/reviews"><strong>xMatters</strong></a><strong>:</strong> strong feedback around communication and workflow automation during incidents. IT teams like how it keeps response organized when multiple groups are involved.</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/pagerduty/reviews"><strong>PagerDuty</strong></a><strong>:</strong> widely used for on-call management and escalations. Gets a lot of credit for helping enterprise IT teams cut down response time by automating who gets looped in.</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/new-relic/reviews"><strong>New Relic</strong></a><strong>:</strong> more of an observability platform, but reviewers mention how it ties monitoring directly into incident workflows at enterprise scale.</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/ninjaone/reviews"><strong>NinjaOne:</strong></a> while it’s more often seen in SMB setups, some enterprise teams rate it highly for being lightweight and straightforward.</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/jira-service-management/reviews"><strong>Jira Service Management:</strong></a> popular with IT teams already using Atlassian tools, especially for tracking incidents alongside dev and ops work.</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/freshservice/reviews"><strong>Freshservice</strong></a><strong>:</strong> strong presence in IT service management, and reviewers point to its ease of use for managing incidents across large IT environments.</li>
</ul><p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">From the grid, <strong>ServiceNow ITSM</strong> clearly dominates, but <strong>xMatters, PagerDuty, and Jira Service Management</strong> also come up a lot depending on the enterprise setup.</p><p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">Anyone here running incident management in a large IT team, which of these tools actually makes your life easier during high-pressure incidents?</p>

##### Post Metadata
- Posted at: 11 months ago
- Author title: SaaS and Software Research
- Net upvotes: 1




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