# Best Enterprise Incident Management Software

## How Many Incident Management Software Products Does G2 Track?

**Total Products under this Category:** 132

### Category Stats (Jul 2026)

- **Average Rating:** 4.43/5 (↑0.01 vs Jun 2026) The average rating of products in this category, based on all submitted ratings
- **Top Trending Product:** SAS Fraud, Anti-Money Laundering & Security Intelligence (+0.9%) - Among all products in this category, SAS Fraud, Anti-Money Laundering & Security Intelligence recorded the largest rating increase compared to last month

_Last updated: July 25, 2026_

## How Does G2 Rank Incident Management Software Products?

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

- 30 Analysts and Data Experts
- 17,400+ Authentic Reviews
- 132+ 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](https://www.g2.com/categories/incident-management/grids.png?focus%5B%5D=71310&focus%5B%5D=25671&focus%5B%5D=5231&focus%5B%5D=139215&focus%5B%5D=17254&focus%5B%5D=2864&focus%5B%5D=27129&focus%5B%5D=99293)

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

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

**Sponsored**

### Rootly

Rootly is the AI-native on-call and incident management platform that helps you resolve incidents faster, improve system resilience, and streamline on-call operations. It’s your always-on production AI agent that automates root cause analysis and identifies patterns that drive continuous improvement—trusted by thousands of companies like NVIDIA, Replit, Elastic, Canva, Clay, DoorDash, SoFi, and Superhuman.

[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%5Bchosen_at%5D=2026-07-29T00%3A33%3A21Z&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=164922&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%2Fenterprise%3Fopen_modal_url%3D%252Fproducts%252Ffirehydrant-firehydrant%252Fwishlists%253Fhost_path%253D%25252Fcategories%25252Fincident-management%25252Fenterprise%2526source%253Dcategory&secure%5Btoken%5D=4024d0c340949fc23cf5ed0801265dd0994361d5cf2a9be1867ef802cc97ec0e&secure%5Burl%5D=https%3A%2F%2Fwww.rootly.com%2Fdemo&secure%5Burl_type%5D=custom_url)

[
ServiceNow IT Service...
](https://www.g2.com/products/servicenow-it-service-management/reviews)

By [ServiceNow](https://www.g2.com/sellers/servicenow)

[

4.5/5(1,910)

](https://www.g2.com/products/servicenow-it-service-management/reviews)

What do users say?

Users consistently praise the product for its centralized ticket management and automation features, which streamline IT operations and enhance efficiency. The platform's ability to connect various IT

Pros and Cons

[
Ease of Use (168)
](https://www.g2.com/products/servicenow-it-service-management/reviews?qs=pros-and-cons)[
Learning Curve (72)
](https://www.g2.com/products/servicenow-it-service-management/reviews?qs=pros-and-cons)

### [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:** 1,796

#### How Do G2 Users Rate ServiceNow IT Service Management?

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

#### Who Is the Company Behind ServiceNow IT Service Management?

- **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow)
- **Company Website:** www.servicenow.com
- **Year Founded:** 2004
- **HQ Location:** Santa Clara, CA
- **Twitter:** @servicenow  
55,548 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8f146dd2da6255ae21db2f89043b268912043fe250660dfee40ba3c0574bb1ba&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F29352%2F&secure%5Burl_type%5D=linkedin_company_website)  
35,081 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% Large, 19% 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, streamlining service management tasks efficiently.
- Users value the **rich platform** of ServiceNow for comprehensive ITSM task management and visibility.
- Users value the **streamlined efficiency** of ServiceNow IT Service Management, enhancing service delivery and user satisfaction.
- Users value the **customizable functionalities** and **easy integrations** that enhance the efficiency of IT Service Management.
- Users appreciate the **strong automation capabilities** of ServiceNow, enhancing IT operations and improving overall efficiency.

##### Cons

- Users find the **learning curve steep** , requiring significant knowledge and configuration for effective use of ServiceNow ITSM.
- Users find ServiceNow ITSM **too expensive** , particularly due to high licensing and implementation costs for advanced features.
- Users find the **complexity** of ServiceNow IT Service Management challenging, especially without dedicated expertise and adequate training.
- Users find the **limited customization** options in ServiceNow IT Service Management can hinder optimal functionality and usability.
- Users find **customization difficult** in ServiceNow IT Service Management, contributing to a steep learning curve and added costs.

#### What Are Recent G2 Reviews of ServiceNow IT Service Management?

**["User-Friendly Incident Management Platform That Saves Time"](https://www.g2.com/survey_responses/servicenow-it-service-management-review-13159307)**

**Rating:** 5.0/5.0 stars

_— Shreya T._

[Read full review](https://www.g2.com/survey_responses/servicenow-it-service-management-review-13159307)

**["ITSM - Go to solution to deal with all IT related services"](https://www.g2.com/survey_responses/servicenow-it-service-management-review-6611007)**

**Rating:** 4.5/5.0 stars

_— Tarique W._

[Read full review](https://www.g2.com/survey_responses/servicenow-it-service-management-review-6611007)

#### What Are G2 Users Discussing About ServiceNow IT Service Management?

- [What is ServiceNow IT Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-it-service-management-used-for) - 3 comments
- [What is service management software?](https://www.g2.com/discussions/what-is-service-management-software)
- [What features of ITIL are utilized by the ServiceNow platform?](https://www.g2.com/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) - 1 comment
- [What are the features of service management?](https://www.g2.com/discussions/what-are-the-features-of-service-management) - 1 comment
- [What is ServiceNow software used for?](https://www.g2.com/discussions/what-is-servicenow-software-used-for) - 2 comments

[
NinjaOne
](https://www.g2.com/products/ninjaone/reviews)

By [NinjaOne](https://www.g2.com/sellers/ninjaone)

[

4.7/5(4,941)

](https://www.g2.com/products/ninjaone/reviews)

What do users say?

Users consistently praise the ease of use and powerful automation features of NinjaOne, which streamline IT management tasks and save time. The intuitive interface allows for quick deployment and effe

Pros and Cons

[
Ease of Use (1373)
](https://www.g2.com/products/ninjaone/reviews?qs=pros-and-cons)[
Missing Features (792)
](https://www.g2.com/products/ninjaone/reviews?qs=pros-and-cons)

### [NinjaOne](https://www.g2.com/products/ninjaone/reviews)

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:** 4,817

#### 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: 7.3/10)

#### Who Is the Company Behind NinjaOne?

- **Seller:** [NinjaOne](https://www.g2.com/sellers/ninjaone)
- **Company Website:** www.ninjaone.com
- **Year Founded:** 2013
- **HQ Location:** Austin, Texas
- **Twitter:** @NinjaOne  
3,607 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=088d8f8972aca17db8b553b592039f99dd09562a773c2979f4e191848ab016f2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F6436301%2F&secure%5Burl_type%5D=linkedin_company_website)  
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 appreciate the **ease of use** of NinjaOne, streamlining asset management and automating essential tasks effortlessly.
- Users praise the **powerful automation** capabilities of NinjaOne, enhancing efficiency and simplifying device management.
- Users appreciate the **easy navigation and dashboard** of NinjaOne, facilitating quick device management and monitoring.
- Users praise NinjaOne for its **automated updates and efficient alerts** , significantly simplifying server management and saving time.
- Users value the **excellent customer support** from NinjaOne, noting quick access to knowledgeable staff and practical solutions.

##### Cons

- Users feel the **missing features** limit functionality, particularly lacking client and customer portal capabilities.
- Users find the **search function lacking** , and the interface can confuse end users with unclear icons.
- Users find NinjaOne has **limited features** , especially in mobile app functionality and device management options.
- Users find that NinjaOne needs **improvement in search functionality** and a better ticketing dashboard for efficiency tracking.
- Users report facing **feature issues** with function settings and a lack of adequate role-based controls in NinjaOne.

#### What Are Recent G2 Reviews of NinjaOne?

**["Impowered Our MSP to Resolve Issues Quickly and Grow Quickly"](https://www.g2.com/survey_responses/ninjaone-review-10168731)**

**Rating:** 4.5/5.0 stars

_— Robert M._

[Read full review](https://www.g2.com/survey_responses/ninjaone-review-10168731)

**["Revolutionalised Our Workflows"](https://www.g2.com/survey_responses/ninjaone-review-8785777)**

**Rating:** 5.0/5.0 stars

_— Drew B._

[Read full review](https://www.g2.com/survey_responses/ninjaone-review-8785777)

#### What Are G2 Users Discussing About NinjaOne?

- [What is NinjaOne (formerly NinjaRMM) used for?](https://www.g2.com/discussions/what-is-ninjaone-formerly-ninjarmm-used-for) - 2 comments
- [Does Office 365 Backup your data?](https://www.g2.com/discussions/does-office-365-backup-your-data) - 3 comments
- [What does Dropsuite Backup?](https://www.g2.com/discussions/what-does-dropsuite-backup) - 1 comment

[
New Relic
](https://www.g2.com/products/new-relic/reviews)

By [New Relic](https://www.g2.com/sellers/new-relic)

[

4.4/5(586)

](https://www.g2.com/products/new-relic/reviews)

What do users say?

Users consistently praise New Relic for its real-time insights and comprehensive observability, which streamline monitoring across applications and infrastructure. The intuitive dashboards and seamles

Pros and Cons

[
Ease of Use (150)
](https://www.g2.com/products/new-relic/reviews?qs=pros-and-cons)[
Expensive (83)
](https://www.g2.com/products/new-relic/reviews?qs=pros-and-cons)

### [New Relic](https://www.g2.com/products/new-relic/reviews)

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:** 571

#### 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: 7.3/10)

#### Who Is the Company Behind New Relic?

- **Seller:** [New Relic](https://www.g2.com/sellers/new-relic)
- **Company Website:** newrelic.com
- **Year Founded:** 2008
- **HQ Location:** San Francisco, CA
- **Twitter:** @newrelic  
65,727 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a9eddd984f33572c5efbac2b43c77a680b5f6fb4b0c874a8dc1b10aa32b60f58&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F426253%2F&secure%5Burl_type%5D=linkedin_company_website)  
3,053 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 **easy and intuitive interface** of New Relic, simplifying navigation and usability significantly.
- Users value the **real-time monitoring** capabilities of New Relic, enhancing their insights and application performance management.
- Users value the **real-time monitoring** capabilities of New Relic, which enhance issue detection and resolution efficiency.
- Users value the **comprehensive observability capabilities** of New Relic, enabling effective monitoring and insight into application performance.
- Users appreciate the **detailed analytics** and customizable dashboards of New Relic, enhancing real-time insights and performance monitoring.

##### Cons

- Users find New Relic's pricing model **expensive** , particularly for teams managing high data volumes or multiple users.
- Users find the **pricing model expensive** for larger teams, particularly when dealing with high data volumes.
- Users find the **steep learning curve** of New Relic challenging, requiring time to fully understand the platform.
- Users find the **complexity** of New Relic's interface and pricing structure daunting, impacting ease of use.
- Users find **difficult learning** curves with NRQL and feature overload, making onboarding and navigation challenging for newcomers.

#### What Are Recent G2 Reviews of New Relic?

**["New Relic User Experience Review"](https://www.g2.com/survey_responses/new-relic-review-10695865)**

**Rating:** 5.0/5.0 stars

_— bhavik m._

[Read full review](https://www.g2.com/survey_responses/new-relic-review-10695865)

**["End-to-End Observability That Makes Troubleshooting Faster"](https://www.g2.com/survey_responses/new-relic-review-13057378)**

**Rating:** 4.5/5.0 stars

_— Ravindra N._

[Read full review](https://www.g2.com/survey_responses/new-relic-review-13057378)

#### What Are G2 Users Discussing About New Relic?

- [What does observability mean?](https://www.g2.com/discussions/what-does-observability-mean)
- [How do you use New Relic?](https://www.g2.com/discussions/how-do-you-use-new-relic)
- [What is full stack visibility?](https://www.g2.com/discussions/what-is-full-stack-visibility) - 2 comments
- [What is New Relic tool used for?](https://www.g2.com/discussions/what-is-new-relic-tool-used-for) - 1 comment

[
Jira Service Management
](https://www.g2.com/products/jira-service-management/reviews)

By [Atlassian](https://www.g2.com/sellers/atlassian)

[

4.3/5(988)

](https://www.g2.com/products/jira-service-management/reviews)

What do users say?

Users consistently praise the seamless integration with other Atlassian products, which enhances collaboration across teams. The platform's customizable workflows and automation features significantly

Pros and Cons

[
Ease of Use (46)
](https://www.g2.com/products/jira-service-management/reviews?qs=pros-and-cons)[
Learning Curve (33)
](https://www.g2.com/products/jira-service-management/reviews?qs=pros-and-cons)

### [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:** 963

#### 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: 7.3/10)

#### Who Is the Company Behind Jira Service Management?

- **Seller:** [Atlassian](https://www.g2.com/sellers/atlassian)
- **Company Website:** www.atlassian.com
- **Year Founded:** 2002
- **HQ Location:** Sydney and San Francisco
- **Twitter:** @Atlassian  
106,496 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2a96146f2051a6b8a9a49a13db5b2aa2c98263324b90f1bc18b4ceec70d380b0&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fatlassian&secure%5Burl_type%5D=linkedin_company_website)  
21,081 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:** 42% Medium, 38% Large

#### What Do G2 Reviewers Say About Jira Service Management?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** in Jira Service Management, facilitating smooth collaboration across departments and impactful customization.
- Users value the **seamless integration** of Jira Service Management with Atlassian tools, enhancing collaboration across teams.
- Users appreciate the **built-in automation** in Jira Service Management, streamlining tasks like ticket assignment and notifications.
- Users value the **user-friendly ticket management** system that simplifies incident tracking and ensures smooth operations.
- Users appreciate the **tracking ease** of Jira Service Management, highlighting its robust SLA tracking and efficient issue management.

##### Cons

- Users highlight 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 daunting, making initial setup and configuration challenging.
- Users find the **steep learning curve** of Jira Service Management challenging, hindering adoption for new or non-technical teams.
- Users find the **complex setup** process of Jira Service Management challenging, particularly for new users and non-technical teams.
- Users find the **complex UI** challenging, especially for custom metrics and quick checks, affecting their workflow.

#### What Are Recent G2 Reviews of Jira Service Management?

**["Jira Service Management for Efficient Ticket Tracking and Support Workflow"](https://www.g2.com/survey_responses/jira-service-management-review-12817846)**

**Rating:** 5.0/5.0 stars

_— Priyanka B._

[Read full review](https://www.g2.com/survey_responses/jira-service-management-review-12817846)

**["Seamless Jira Integration That Streamlines Service Requests and Support Workflows"](https://www.g2.com/survey_responses/jira-service-management-review-13071435)**

**Rating:** 4.5/5.0 stars

_— Ravindra N._

[Read full review](https://www.g2.com/survey_responses/jira-service-management-review-13071435)

#### What Are G2 Users Discussing About Jira Service Management?

- [What is Jira Service Management used for?](https://www.g2.com/discussions/what-is-jira-service-management-used-for) - 2 comments, 1 upvote
- [What does Jira Service Desk do?](https://www.g2.com/discussions/what-does-jira-service-desk-do) - 1 comment
- [Does Jira Service Desk include JIRA software?](https://www.g2.com/discussions/does-jira-service-desk-include-jira-software)
- [What are the features of JIRA?](https://www.g2.com/discussions/jira-service-management-what-are-the-features-of-jira) - 1 comment
- [Is Jira a service management tool?](https://www.g2.com/discussions/is-jira-a-service-management-tool) - 2 comments

[
PagerDuty
](https://www.g2.com/products/pagerduty/reviews)

By [PagerDuty](https://www.g2.com/sellers/pagerduty)

[

4.5/5(970)

](https://www.g2.com/products/pagerduty/reviews)

What do users say?

Users consistently praise PagerDuty for its reliable alerting and efficient incident management, which help teams respond quickly to critical issues. The platform's ability to streamline communication

Pros and Cons

[
Alert Notifications (21)
](https://www.g2.com/products/pagerduty/reviews?qs=pros-and-cons)[
Alert Issues (12)
](https://www.g2.com/products/pagerduty/reviews?qs=pros-and-cons)

### [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:** 946

#### 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: 7.3/10)

#### Who Is the Company Behind PagerDuty?

- **Seller:** [PagerDuty](https://www.g2.com/sellers/pagerduty)
- **Company Website:** www.pagerduty.com
- **Year Founded:** 2009
- **HQ Location:** San Francisco, CA
- **Twitter:** @pagerduty  
24,689 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=939d4e3ae38c9948c223fac14287559f3202cb25d6188d5a010904c292c7c1f7&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F482819%2F&secure%5Burl_type%5D=linkedin_company_website)  
1,267 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 value the **automated and priority-based notifications** from PagerDuty, enhancing incident response and reducing resolution time.
- Users value the **automated and priority-based notifications** of PagerDuty, ensuring timely responses and reducing downtime.
- Users praise the **ease of integration and reliable management** of alerts with PagerDuty's intuitive features.
- Users appreciate the **ease of use** of PagerDuty, enjoying intuitive features and seamless incident management.
- Users value the **easy integrations** with various tools like Slack and AWS, enhancing collaboration and incident management.

##### Cons

- Users find the **alert issues** in PagerDuty lead to confusion and limits on workflow customization, impacting efficiency.
- Users find the **pricing to be high** , especially for small teams and features that should be included in one plan.
- Users find the **complexity of the interface** in PagerDuty challenging, particularly for new users navigating the system.
- Users often find the **inefficient alert system** overwhelming, leading to unnecessary disruptions and complexity in management.
- Users find the **UI complex** and sometimes clunky, especially challenging for new users navigating through it.

#### What Are Recent G2 Reviews of PagerDuty?

**["Stay on top of your incident management alerts on the Go!"](https://www.g2.com/survey_responses/pagerduty-review-9920149)**

**Rating:** 4.5/5.0 stars

_— Joshua O._

[Read full review](https://www.g2.com/survey_responses/pagerduty-review-9920149)

**["Technical efficiency approach"](https://www.g2.com/survey_responses/pagerduty-review-12856233)**

**Rating:** 4.0/5.0 stars

_— Johnny C._

[Read full review](https://www.g2.com/survey_responses/pagerduty-review-12856233)

#### What Are G2 Users Discussing About PagerDuty?

- [What is PagerDuty used for?](https://www.g2.com/discussions/what-is-pagerduty-used-for) - 2 comments
- [Who are PagerDuty competitors?](https://www.g2.com/discussions/who-are-pagerduty-competitors)
- [How much does PagerDuty cost?](https://www.g2.com/discussions/how-much-does-pagerduty-cost) - 1 comment
- [Who uses PagerDuty?](https://www.g2.com/discussions/who-uses-pagerduty)
- [What is PagerDuty software?](https://www.g2.com/discussions/what-is-pagerduty-software)

[
Freshservice
](https://www.g2.com/products/freshservice/reviews)

By [Freshworks](https://www.g2.com/sellers/freshworks)

[

4.6/5(1,343)

](https://www.g2.com/products/freshservice/reviews)

What do users say?

Users consistently praise the intuitive interface and powerful automation features of Freshservice, which streamline IT operations and enhance ticket management. The platform's ability to centralize v

Pros and Cons

[
Ease of Use (158)
](https://www.g2.com/products/freshservice/reviews?qs=pros-and-cons)[
Missing Features (54)
](https://www.g2.com/products/freshservice/reviews?qs=pros-and-cons)

### [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:** 1,296

#### 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: 7.3/10)

#### Who Is the Company Behind Freshservice?

- **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks)
- **Company Website:** www.freshworks.com
- **Year Founded:** 2010
- **HQ Location:** San Mateo, CA
- **Twitter:** @FreshworksInc  
19,020 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=5f531480627d021846a1bab97814f28776888079b40b7e07b52045e7d1e35c99&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffreshworks-inc%2F&secure%5Burl_type%5D=linkedin_company_website)  
7,505 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 highlight the **ease of use** of Freshservice, appreciating its intuitive design and efficient ticket management.
- Users appreciate the **intuitive interface and extensive features** of Freshservice, simplifying both complex tasks and daily activities.
- Users value the **automation features** of Freshservice, significantly enhancing efficiency and streamlining ticket management processes.
- Users praise the **variety of ticket organization options** in Freshservice, enhancing efficiency and user experience.
- Users value the **intuitive ticket management** in Freshservice, enhancing usability and streamlining internal approval processes.

##### Cons

- Users find the **missing features** in Freshservice frustrating, particularly the lack of intuitive reporting and search functionalities.
- Users find the **limited features** of Freshservice restrictive, impacting the effectiveness of reporting and project management.
- Users find the **learning curve steep** , with complicated configurations and unintuitive reporting features causing frustration.
- Users find **limited customization** options in Freshservice, which can restrict tailoring the system to specific business needs.
- Users find **ticketing issues** frustrating, especially with confusing reporting and difficulty in extracting data for management.

#### What Are Recent G2 Reviews of Freshservice?

**["User-Friendly No-Code Automation with Helpful API Integrations and Reporting"](https://www.g2.com/survey_responses/freshservice-review-13141245)**

**Rating:** 5.0/5.0 stars

_— Shubham C._

[Read full review](https://www.g2.com/survey_responses/freshservice-review-13141245)

**["Clean, Customizable, and Fast—Freshservice Keeps Us Organized"](https://www.g2.com/survey_responses/freshservice-review-13160237)**

**Rating:** 4.5/5.0 stars

_— Enrique L._

[Read full review](https://www.g2.com/survey_responses/freshservice-review-13160237)

#### What Are G2 Users Discussing About Freshservice?

- [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) - 3 comments, 1 upvote

[
xMatters
](https://www.g2.com/products/xmatters/reviews)

By [Everbridge](https://www.g2.com/sellers/everbridge)

[

4.5/5(788)

](https://www.g2.com/products/xmatters/reviews)

What do users say?

Users consistently praise the automated escalation features of xMatters, which significantly enhance incident response times by ensuring the right personnel are notified promptly. The platform's seaml

Pros and Cons

[
Alerting System (62)
](https://www.g2.com/products/xmatters/reviews?qs=pros-and-cons)[
Complexity (26)
](https://www.g2.com/products/xmatters/reviews?qs=pros-and-cons)

### [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:** 768

#### 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: 7.3/10)

#### Who Is the Company Behind xMatters?

- **Seller:** [Everbridge](https://www.g2.com/sellers/everbridge)
- **Company Website:** www.everbridge.com
- **Year Founded:** 2002
- **HQ Location:** Vienna, VA
- **Twitter:** @Everbridge  
4,786 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4dfea575b77455a8e7892fffee701411f8983277b7fd4accc12c0de5f667bbcd&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F33883&secure%5Burl_type%5D=linkedin_company_website)  
1,609 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 appreciate the **reliable and fast incident notifications** of xMatters, streamlining communication during critical moments.
- Users appreciate the **ease of use** of xMatters, benefiting from streamlined communication and task automation in incident management.
- Users appreciate the **consistent communication and robust notifications** of xMatters, enhancing incident response and collaboration.
- Users value the **powerful automation** features of xMatters, simplifying complex tasks and enhancing incident management efficiency.
- Users value the **timely notification alerts** from xMatters, enhancing their responsiveness and operational efficiency.

##### Cons

- Users find the **learning curve complicated** , making initial setup and configuration time-consuming and challenging.
- Users find the **steep learning curve** of xMatters challenging, especially during initial setup and configuration.
- Users find that **alert issues** with xMatters lead to scheduling complications and frustrating delays in urgent notifications.
- Users face a **complex setup** process with a steep learning curve, making initial configuration challenging.
- Users find the **difficult setup** of notification workflows time-consuming, impacting early adoption and requiring careful attention to details.

#### What Are Recent G2 Reviews of xMatters?

**["No-Code Flow Designer and Reliable Multi-Channel Escalations"](https://www.g2.com/survey_responses/xmatters-review-12874202)**

**Rating:** 5.0/5.0 stars

_— Zuhaib I._

[Read full review](https://www.g2.com/survey_responses/xmatters-review-12874202)

**["X-Matters Makes 2 AM Escalations Effortless with Reliable Multi-Channel Alerts"](https://www.g2.com/survey_responses/xmatters-review-12974416)**

**Rating:** 5.0/5.0 stars

_— Alexander P._

[Read full review](https://www.g2.com/survey_responses/xmatters-review-12974416)

#### What Are G2 Users Discussing About xMatters?

- [What is xMatters used for?](https://www.g2.com/discussions/what-is-xmatters-used-for) - 1 comment

[
Xurrent IMR
](https://www.g2.com/products/xurrent-imr/reviews)

By [Xurrent](https://www.g2.com/sellers/xurrent)

[

4.5/5(191)

](https://www.g2.com/products/xurrent-imr/reviews)

What do users say?

Users consistently praise the intuitive interface and quick alerting capabilities of Xurrent IMR, highlighting its ease of use and seamless integration with existing tools. Many appreciate the platfor

Pros and Cons

[
Ease of Use (50)
](https://www.g2.com/products/xurrent-imr/reviews?qs=pros-and-cons)[
Missing Features (12)
](https://www.g2.com/products/xurrent-imr/reviews?qs=pros-and-cons)

### [Xurrent IMR](https://www.g2.com/products/xurrent-imr/reviews)

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:** 191

#### 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:** 9.1/10 (Category avg: 8.9/10)
- **AI Text Generation:** 7.7/10 (Category avg: 7.3/10)

#### Who Is the Company Behind Xurrent IMR?

- **Seller:** [Xurrent](https://www.g2.com/sellers/xurrent)
- **Company Website:** www.xurrent.com
- **Year Founded:** 2010
- **HQ Location:** Santa Barbara, US
- **Twitter:** @4me  
250 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b32f9214e90dab74973cbde38ad788cfccabe9b8d5f3a6fb5bbeade42b9a5a3b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fxurrent%2F&secure%5Burl_type%5D=linkedin_company_website)  
174 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:** 49% Medium, 27% Small

#### What Do G2 Reviewers Say About Xurrent IMR?

_AI-generated summary from verified user reviews_

##### Pros

- Users find Zenduty's **ease of use** exceptional, praising its simple implementation and intuitive interface.
- Users appreciate the **easy handling of alerts** in Xurrent IMR, benefiting from effective communication and integration options.
- Users appreciate the **seamless integrations** with various systems, enhancing functionality and user experience in Xurrent IMR.
- Users commend the **excellent and responsive customer support** of Xurrent IMR, enhancing their overall experience.
- Users value the **smooth and responsive UI** of Xurrent IMR, finding it simple and easy to use.

##### Cons

- Users feel the **missing features** in the Xurrent IMR limit its capabilities and hinder a better experience.
- Users face **notification issues** with Xurrent IMR, including spam calls and ungrouped alerts affecting user awareness and experience.
- Users struggle with **scheduling issues** in Xurrent IMR, finding the interface unintuitive and unnecessarily complex.
- Users find the **learning curve steep** , especially for those unfamiliar with incident management or the confusing interface.
- Users note **feature issues** with navigation and automation, which hinder the overall user experience with Xurrent IMR.

#### What Are Recent G2 Reviews of Xurrent IMR?

**["Fast, Reliable Alerting with Smooth Shift Rotations in Xcurrent IMR (Zenduty)"](https://www.g2.com/survey_responses/xurrent-imr-review-13134339)**

**Rating:** 4.5/5.0 stars

_— Abhishek S._

[Read full review](https://www.g2.com/survey_responses/xurrent-imr-review-13134339)

**["Streamlined Incident Management with Great GCP Integration and Support"](https://www.g2.com/survey_responses/xurrent-imr-review-12908520)**

**Rating:** 4.0/5.0 stars

_— Hatim B._

[Read full review](https://www.g2.com/survey_responses/xurrent-imr-review-12908520)

#### What Are G2 Users Discussing About Xurrent IMR?

- [What is StatusCast used for?](https://www.g2.com/discussions/what-is-statuscast-used-for)
- [What is Zenduty used for?](https://www.g2.com/discussions/what-is-zenduty-used-for) - 1 comment

[
Splunk On-Call
](https://www.g2.com/products/splunk-on-call/reviews)

By [Cisco](https://www.g2.com/sellers/cisco)

[

4.5/5(52)

](https://www.g2.com/products/splunk-on-call/reviews)

What do users say?

Users consistently praise the product for its flexibility and configurability, which allows for tailored alerting and incident management. The robust notification system ensures that critical alerts a

Pros and Cons

[
Alerting System (3)
](https://www.g2.com/products/splunk-on-call/reviews?qs=pros-and-cons)[
Limited Features (2)
](https://www.g2.com/products/splunk-on-call/reviews?qs=pros-and-cons)

### [Splunk On-Call](https://www.g2.com/products/splunk-on-call/reviews)

Splunk On-Call makes on-call management less frustrating while reducing mean time to acknowledge and resolve incidents. Splunk On-Call empowers DevOps teams by delivering alerts to the right people so they can collaborate and solve problems. Teams receive context-rich notifications and collaborate cross-functionally to empower fast, efficient incident resolution with reduced downtime. Stakeholders can gain visibility to critical incidents and steps taken to resolve them.

**Average Rating:** 4.5/5.0

**Total Reviews:** 52

#### How Do G2 Users Rate Splunk On-Call?

- **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 9.7/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 10.0/10 (Category avg: 8.9/10)

#### Who Is the Company Behind Splunk On-Call?

- **Seller:** [Cisco](https://www.g2.com/sellers/cisco)
- **Year Founded:** 1984
- **HQ Location:** San Jose, CA
- **Twitter:** @Cisco  
720,366 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=476aeabc5a712d049453edd5c54ea0318890d9e60d93782e37fe028224df1cbd&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcisco%2F&secure%5Burl_type%5D=linkedin_company_website)  
95,545 employees on LinkedIn®
- **Ownership:** NASDAQ:CSCO

#### Who Uses This Product?

- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 46% Medium, 35% Large

#### What Do G2 Reviewers Say About Splunk On-Call?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **robust alerting system** of Splunk On-Call, ensuring timely responses to critical incidents.
- Users appreciate the **robust alert management system** that ensures timely responses and effective incident handling.
- Users appreciate the **configuration ease** of Splunk On-Call, enhancing incident management and facilitating team setups effortlessly.
- Users appreciate the **flexibility and configurability** of Splunk On-Call, enhancing incident management and alert systems effectively.
- Users value the **flexibility** of Splunk On-Call, enhancing incident management and allowing customizable alert handling.

##### Cons

- Users find the **limited features** of Splunk On-Call disappointing, as it lacks significant improvements and capabilities.
- Users express frustration over **missing features** in Splunk On-Call, highlighting a lack of meaningful improvements since acquisition.
- Users experience **notification issues** due to lag and unreliable SSO, impacting overall functionality and user experience.
- Users find the **complexity** of Splunk On-Call frustrating, especially with SSO setup and lack of improvements.
- Users criticize the **complex UI** of Splunk On-Call, finding difficulties in configuration and lack of improvements frustrating.

#### What Are Recent G2 Reviews of Splunk On-Call?

**["Overall great experience with Incident Management"](https://www.g2.com/survey_responses/splunk-on-call-review-8023692)**

**Rating:** 5.0/5.0 stars

_— Ramiro C._

[Read full review](https://www.g2.com/survey_responses/splunk-on-call-review-8023692)

**["Splunk On call Makes Escalations and Incident Tracking Easy"](https://www.g2.com/survey_responses/splunk-on-call-review-12502793)**

**Rating:** 4.5/5.0 stars

_— Madhusri A._

[Read full review](https://www.g2.com/survey_responses/splunk-on-call-review-12502793)

#### What Are G2 Users Discussing About Splunk On-Call?

- [What is Splunk On-Call used for?](https://www.g2.com/discussions/what-is-splunk-on-call-used-for)

[
BigPanda
](https://www.g2.com/products/bigpanda/reviews)

By [BigPanda](https://www.g2.com/sellers/bigpanda)

[

4.5/5(127)

](https://www.g2.com/products/bigpanda/reviews)

What do users say?

Users consistently praise the ease of use and effective alert management of BigPanda, highlighting its ability to streamline incident response and reduce alert noise. The intuitive interface and stron

Pros and Cons

[
Alerting System (1)
](https://www.g2.com/products/bigpanda/reviews?qs=pros-and-cons)

### [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:** 120

#### 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:** bigpanda.io
- **Year Founded:** 2012
- **HQ Location:** Mountain View, California
- **Twitter:** @bigpanda  
3,072 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=db03fec91b980adbc42b3ddff523fed872925292ce07c07bedadaa86b90f3d66&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2598034%2F&secure%5Burl_type%5D=linkedin_company_website)  
333 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Developer, Engineer
- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 55% Large, 35% Small

#### What Do G2 Reviewers Say About BigPanda?

_AI-generated summary from verified user reviews_

##### Pros

- Users find the **Alerting System** effective for reducing noise and streamlining incident management through automation.
- Users value the **noise reduction** and efficiency achieved in incident management through BigPanda's automation and streamlined workflows.
- Users value the **automation** features of BigPanda, which greatly enhance incident management and reduce noise in workflows.
- Users value the **easy integrations** of BigPanda, enhancing incident management and automating workflows seamlessly.
- Users commend BigPanda for **reducing noise and streamlining incident management** , enhancing overall efficiency through automated workflows.

#### What Are Recent G2 Reviews of BigPanda?

**["A Game-Changer for Alert Management"](https://www.g2.com/survey_responses/bigpanda-review-13087122)**

**Rating:** 5.0/5.0 stars

_— Edward T._

[Read full review](https://www.g2.com/survey_responses/bigpanda-review-13087122)

**["Streamlined Alert Management with BigPanda"](https://www.g2.com/survey_responses/bigpanda-review-13177150)**

**Rating:** 4.0/5.0 stars

_— Chris S._

[Read full review](https://www.g2.com/survey_responses/bigpanda-review-13177150)

#### What Are G2 Users Discussing About BigPanda?

- [How do you use Bigpanda?](https://www.g2.com/discussions/how-do-you-use-bigpanda)
- [What is the use of Bigpanda?](https://www.g2.com/discussions/what-is-the-use-of-bigpanda) - 1 comment
- [Is BigPanda a SaaS?](https://www.g2.com/discussions/is-bigpanda-a-saas) - 1 comment
- [What does BigPanda do?](https://www.g2.com/discussions/what-does-bigpanda-do)

[
incident.io
](https://www.g2.com/products/incident-io/reviews)

By [incident.io](https://www.g2.com/sellers/incident-io)

[

4.8/5(225)

](https://www.g2.com/products/incident-io/reviews)

What do users say?

Users consistently praise the product for its intuitive integration with Slack, which streamlines incident management and enhances team collaboration. The platform's responsive customer support is fre

Pros and Cons

[
Ease of Use (55)
](https://www.g2.com/products/incident-io/reviews?qs=pros-and-cons)[
Missing Features (11)
](https://www.g2.com/products/incident-io/reviews?qs=pros-and-cons)

### [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:** 221

#### 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:** 8.3/10 (Category avg: 7.3/10)

#### Who Is the Company Behind incident.io?

- **Seller:** [incident.io](https://www.g2.com/sellers/incident-io)
- **Company Website:** incident.io
- **Year Founded:** 2021
- **HQ Location:** New York, US
- **Twitter:** @incident\_io  
3,684 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4c6104beeef27133e1e1fac5d383c8310d12886bdf922f617cc20c9e1c21cef5&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fincident-io%2F&secure%5Burl_type%5D=linkedin_company_website)  
199 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Senior Software Engineer, Site Reliability Engineer
- **Top Industries:** Computer Software, Financial Services
- **Company Size:** 65% Medium, 22% Large

#### What Do G2 Reviewers Say About incident.io?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of incident.io, which streamlines incident management and enhances overall workflow efficiency.
- Users value the **powerful Slack integration** for its efficiency in managing real-time incident responses and communication.
- Users praise the **helpful and responsive customer support** of incident.io, making their onboarding seamless and enjoyable.
- Users love the **seamless integrations** of incident.io, enhancing incident management and collaboration through various platforms.
- Users appreciate the **excellent customer satisfaction** with incident.io's seamless UX and responsive support throughout the process.

##### Cons

- Users note the **lack of robust reporting features** for enterprise needs, limiting effective analytics and customizations.
- Users note **integration issues** with incident.io, finding it lacks depth and requires manual steps for effectiveness.
- Users express frustration over **limited customization** options, particularly for notifications and reporting features in incident.io.
- Users express frustration over **limited features** , wishing for enhanced customization and more robust functionality in incident.io.
- Users note several **feature issues** with the public API and catalog creation, impacting integration and usability.

#### What Are Recent G2 Reviews of incident.io?

**["Boosted Incident Response with Better Slack Swarming and Clearer Bridge Comms"](https://www.g2.com/survey_responses/incident-io-review-13130227)**

**Rating:** 4.0/5.0 stars

_— Jason F._

[Read full review](https://www.g2.com/survey_responses/incident-io-review-13130227)

**["Native Slack Incident Management That Automates Follow-Ups and Post-Mortems"](https://www.g2.com/survey_responses/incident-io-review-13168828)**

**Rating:** 4.5/5.0 stars

_— Luca G._

[Read full review](https://www.g2.com/survey_responses/incident-io-review-13168828)

#### What Are G2 Users Discussing About incident.io?

- [What do you like most about incident.io for incident management, and what could be improved?](https://www.g2.com/discussions/what-do-you-like-most-about-incident-io-for-incident-management-and-what-could-be-improved) - 1 comment
- [What is incident.io used for?](https://www.g2.com/discussions/what-is-incident-io-used-for) - 1 comment

[
Rootly
](https://www.g2.com/products/rootly/reviews)

By [Rootly](https://www.g2.com/sellers/rootly)

[

4.8/5(85)

](https://www.g2.com/products/rootly/reviews)

What do users say?

Users consistently praise Rootly for its seamless Slack integration and responsive support, which significantly streamline incident management processes. The platform's intuitive design and automation

Pros and Cons

[
Ease of Use (19)
](https://www.g2.com/products/rootly/reviews?qs=pros-and-cons)[
Feature Issues (5)
](https://www.g2.com/products/rootly/reviews?qs=pros-and-cons)

### [Rootly](https://www.g2.com/products/rootly/reviews)

Rootly is the AI-native on-call and incident management platform that helps you resolve incidents faster, improve system resilience, and streamline on-call operations. It’s your always-on production AI agent that automates root cause analysis and identifies patterns that drive continuous improvement—trusted by thousands of companies like NVIDIA, Replit, Elastic, Canva, Clay, DoorDash, SoFi, and Superhuman.

**Average Rating:** 4.8/5.0

**Total Reviews:** 84

#### How Do G2 Users Rate Rootly?

- **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 9.4/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 9.3/10 (Category avg: 8.9/10)
- **AI Text Generation:** 8.1/10 (Category avg: 7.3/10)

#### Who Is the Company Behind Rootly?

- **Seller:** [Rootly](https://www.g2.com/sellers/rootly)
- **Company Website:** www.rootly.com
- **HQ Location:** San Francisco, US
- **Twitter:** @rootlyhq  
2,019 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d3d75b4e88da13bddafcf96f4d76ccb88879e62ba19679682cd371e6a3a06f95&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Frootlyhq%2F&secure%5Burl_type%5D=linkedin_company_website)  
74 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Senior Site Reliability Engineer
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 58% Medium, 24% Large

#### What Do G2 Reviewers Say About Rootly?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** with Rootly, seamlessly integrating into Slack and enhancing incident management effortlessly.
- Users admire Rootly's **exceptional customer support** , noting the team's proactive assistance and seamless communication throughout the process.
- Users praise the **Slack integration** of Rootly for enhancing real-time collaboration and minimizing context switching.
- Users praise Rootly for its **seamless automation** which simplifies incident management and enhances team collaboration and efficiency.
- Users love Rootly's **seamless integrations** , which simplify workflows and enhance collaboration with existing tools like Slack and Jira.

##### Cons

- Users identify **feature issues** with Rootly, particularly in analytics, reporting, and custom forms that need improvement.
- Users note **integration issues** with Rootly, as it lacks robust out-of-the-box options compared to competitors.
- Users note the **missing features** in Rootly, particularly lacking out-of-the-box integrations and automation options.
- Users find Rootly's **initial setup complexity** challenging, especially for smaller teams without DevOps expertise.
- Users highlight **limited features** , like needing multiple channels per incident and complex workflows, which can hinder usability.

#### What Are Recent G2 Reviews of Rootly?

**["Our incident management backbone, now with on-call built in"](https://www.g2.com/survey_responses/rootly-review-13144978)**

**Rating:** 5.0/5.0 stars

_— Teodora B._

[Read full review](https://www.g2.com/survey_responses/rootly-review-13144978)

**["The Best Incident Management tool for everyone!"](https://www.g2.com/survey_responses/rootly-review-7608088)**

**Rating:** 5.0/5.0 stars

_— Karl K._

[Read full review](https://www.g2.com/survey_responses/rootly-review-7608088)

#### What Are G2 Users Discussing About Rootly?

- [What is Rootly - Manage Incidents on Slack used for?](https://www.g2.com/discussions/what-is-rootly-manage-incidents-on-slack-used-for)

[
LogicGate Risk Cloud
](https://www.g2.com/products/logicgate-risk-cloud/reviews)

By [LogicGate](https://www.g2.com/sellers/logicgate)

[

4.6/5(191)

](https://www.g2.com/products/logicgate-risk-cloud/reviews)

What do users say?

Users consistently praise the software for its customizability and ease of use, allowing organizations to tailor workflows without needing coding skills. The intuitive interface and strong customer su

Pros and Cons

[
Ease of Use (24)
](https://www.g2.com/products/logicgate-risk-cloud/reviews?qs=pros-and-cons)[
Improvement Needed (5)
](https://www.g2.com/products/logicgate-risk-cloud/reviews?qs=pros-and-cons)

### [LogicGate Risk Cloud](https://www.g2.com/products/logicgate-risk-cloud/reviews)

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

**Average Rating:** 4.6/5.0

**Total Reviews:** 189

#### How Do G2 Users Rate LogicGate Risk Cloud?

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

#### Who Is the Company Behind LogicGate Risk Cloud?

- **Seller:** [LogicGate](https://www.g2.com/sellers/logicgate)
- **Company Website:** www.logicgate.com
- **Year Founded:** 2015
- **HQ Location:** Chicago, IL
- **Twitter:** @LogicGate  
842 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b485f340f8b81d1f0bcd78fcec1700c374909397337cb4dea7588da2d2900758&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F10009944%2F&secure%5Burl_type%5D=linkedin_company_website)  
243 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Financial Services, Insurance
- **Company Size:** 52% Large, 37% Medium

#### What Do G2 Reviewers Say About LogicGate Risk Cloud?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of LogicGate Risk Cloud, enhancing their confidence and efficiency in navigating processes.
- Users appreciate the **customizability** of LogicGate Risk Cloud, enabling tailored solutions without extensive coordination or delays.
- Users highlight the **flexibility and customization** of LogicGate Risk Cloud, enabling swift adjustments without external coordination.
- Users appreciate the **high level of customization** in LogicGate Risk Cloud, allowing tailored solutions with ease.
- Users find LogicGate Risk Cloud to be **intuitive and user-friendly** , enabling effortless control management without technical support.

##### Cons

- Users feel there is significant **improvement needed** in the history log details and overall GUI aesthetics.
- Users find the **learning difficulty** of LogicGate Risk Cloud challenging, especially without prior GRC experience.
- Users find the **missing features** frustrating, as manual dashboard creation and limited logs hinder their efficiency.
- Users find **initial setup and workflow configurations challenging** , leading to complications in efficient policy management and collaboration.
- Users find the **inadequate reporting** in LogicGate Risk Cloud lacking detail and customization, impacting their overall efficiency.

#### What Are Recent G2 Reviews of LogicGate Risk Cloud?

**["Streamlined GRC Management with Customization Challenges"](https://www.g2.com/survey_responses/logicgate-risk-cloud-review-12244168)**

**Rating:** 4.5/5.0 stars

_— Rajesh S._

[Read full review](https://www.g2.com/survey_responses/logicgate-risk-cloud-review-12244168)

**["Streamlined GRC Tool with Excellent Training Resources"](https://www.g2.com/survey_responses/logicgate-risk-cloud-review-12799613)**

**Rating:** 5.0/5.0 stars

_— Samantha Z._

[Read full review](https://www.g2.com/survey_responses/logicgate-risk-cloud-review-12799613)

#### What Are G2 Users Discussing About LogicGate Risk Cloud?

- [What is LogicGate Risk Cloud used for?](https://www.g2.com/discussions/what-is-logicgate-risk-cloud-used-for)

[
SolarWinds Service Desk
](https://www.g2.com/products/solarwinds-service-desk/reviews)

By [SolarWinds Worldwide LLC](https://www.g2.com/sellers/solarwinds-worldwide-llc)

[

4.3/5(786)

](https://www.g2.com/products/solarwinds-service-desk/reviews)

What do users say?

Users consistently praise the intuitive interface and ease of use of SolarWinds Service Desk, highlighting how it simplifies ticket management and streamlines workflows. Many appreciate its ability to

Pros and Cons

[
Ticketing System (8)
](https://www.g2.com/products/solarwinds-service-desk/reviews?qs=pros-and-cons)[
Missing Features (5)
](https://www.g2.com/products/solarwinds-service-desk/reviews?qs=pros-and-cons)

### [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:** 777

#### How Do G2 Users Rate SolarWinds Service Desk?

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

#### Who Is the Company Behind SolarWinds Service Desk?

- **Seller:** [SolarWinds Worldwide LLC](https://www.g2.com/sellers/solarwinds-worldwide-llc)
- **Company Website:** www.solarwinds.com
- **Year Founded:** 1999
- **HQ Location:** Austin, TX
- **Twitter:** @solarwinds  
19,570 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a1765c38bb6352c68352819e76f659e536738a569e70b5125a52a054a2348dc6&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F166039%2F&secure%5Burl_type%5D=linkedin_company_website)  
2,824 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 appreciate the **ease of use and reporting capabilities** of SolarWinds Service Desk for efficient ticket management.
- Users appreciate the **comprehensive asset management** in SolarWinds Service Desk, enhancing efficiency and customization for their needs.
- Users appreciate the **ease of use** of SolarWinds Service Desk, making it simple to manage support requests efficiently.
- Users value the **ease of ticket submission** in SolarWinds Service Desk, facilitating smooth operations for their teams.
- Users value the **simplified interface** of SolarWinds Service Desk, making ITSM processes accessible and efficient.

##### Cons

- Users find **missing features** in SolarWinds Service Desk, leading to limitations in handling large enterprise needs.
- Users find the **search functionality challenging** , particularly when looking for specific asset tag numbers without ticket numbers.
- Users find the **insufficient information** in SolarWinds service desk challenging, affecting device management and troubleshooting efficiency.
- Users note the **limited features** of SolarWinds Service Desk, feeling it lacks advanced automation and customization options.
- Users experience **app limitations** regarding feature access, customizations, and mobile device usability in SolarWinds Service Desk.

#### What Are Recent G2 Reviews of SolarWinds Service Desk?

**["Intuitive, All-in-One ITSM That Streamlines Ticketing and Asset Management"](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12748126)**

**Rating:** 5.0/5.0 stars

_— Lakhan N._

[Read full review](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12748126)

**["Simplified Ticket Management, Needs Better Integrations"](https://www.g2.com/survey_responses/solarwinds-service-desk-review-13129315)**

**Rating:** 4.5/5.0 stars

_— Deborah W._

[Read full review](https://www.g2.com/survey_responses/solarwinds-service-desk-review-13129315)

#### What Are G2 Users Discussing About SolarWinds Service Desk?

- [What is SolarWinds Service Desk used for?](https://www.g2.com/discussions/what-is-solarwinds-service-desk-used-for)
- [How does help desk software work?](https://www.g2.com/discussions/solarwinds-service-desk-how-does-help-desk-software-work)
- [What is remote service desk?](https://www.g2.com/discussions/what-is-remote-service-desk)
- [What is the purpose of a service desk?](https://www.g2.com/discussions/what-is-the-purpose-of-a-service-desk)
- [Is SolarWinds service desk on premise?](https://www.g2.com/discussions/is-solarwinds-service-desk-on-premise)

[
SAS Fraud, Anti-Money...
](https://www.g2.com/products/sas-sas-fraud-anti-money-laundering-security-intelligence/reviews)

By [SAS Institute Inc.](https://www.g2.com/sellers/sas-institute-inc-df6dde22-a5e5-4913-8b21-4fa0c6c5c7c2)

[

4.2/5(78)

](https://www.g2.com/products/sas-sas-fraud-anti-money-laundering-security-intelligence/reviews)

What do users say?

Users consistently praise the software for its comprehensive platform that effectively integrates fraud detection and anti-money laundering capabilities. The advanced analytics and real-time monitorin

Pros and Cons

[
Ease of Use (15)
](https://www.g2.com/products/sas-sas-fraud-anti-money-laundering-security-intelligence/reviews?qs=pros-and-cons)[
Learning Difficulty (9)
](https://www.g2.com/products/sas-sas-fraud-anti-money-laundering-security-intelligence/reviews?qs=pros-and-cons)

### [SAS Fraud, Anti-Money Laundering & Security Intelligence](https://www.g2.com/products/sas-sas-fraud-anti-money-laundering-security-intelligence/reviews)

What is SAS Fraud, Anti-Money Laundering & Security Intelligence? Software solutions in the SAS Fraud, Anti-Money Laundering and Security Intelligence suite deliver fast, on-target insights through AI and analytics so organizations can address their fraud, improper payments, financial crimes, public safety and investigational challenges more productively.

**Average Rating:** 4.2/5.0

**Total Reviews:** 74

#### How Do G2 Users Rate SAS Fraud, Anti-Money Laundering & Security Intelligence?

- **Has the product been a good partner in doing business?:** 8.2/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 4.2/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 6.1/10 (Category avg: 8.9/10)
- **AI Text Generation:** 0.0/10 (Category avg: 7.3/10)

#### Who Is the Company Behind SAS Fraud, Anti-Money Laundering & Security Intelligence?

- **Seller:** [SAS Institute Inc.](https://www.g2.com/sellers/sas-institute-inc-df6dde22-a5e5-4913-8b21-4fa0c6c5c7c2)
- **Company Website:** www.sas.com
- **Year Founded:** 1976
- **HQ Location:** Cary, NC
- **Twitter:** @SASsoftware  
60,863 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=64db42c044af5bbad79bd9677a620a6c31a8ff1abf4e7b2a6f1d6ed9561d105d&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1491%2F&secure%5Burl_type%5D=linkedin_company_website)  
18,638 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Banking, Financial Services
- **Company Size:** 51% Large, 32% Medium

#### What Do G2 Reviewers Say About SAS Fraud, Anti-Money Laundering & Security Intelligence?

_AI-generated summary from verified user reviews_

##### Pros

- Users find the **ease of use** of SAS AML impressive, benefiting from its intuitive design and reliable performance.
- Users value the **robust fraud detection** of SAS Fraud, enabling proactive monitoring and timely identification of suspicious activities.
- Users appreciate the **efficiency** of SAS Fraud, enabling seamless integration for real-time fraud detection and compliance.
- Users value the **advanced analytics** of SAS Fraud, enhancing efficiency in fraud detection and risk management.
- Users value the **easy data analytics** , allowing timely tracking and reporting of suspicious activities effectively.

##### Cons

- Users find the **learning difficulty** of SAS Fraud, Anti-Money Laundering & Security Intelligence a barrier to effective use.
- Users find the **complexity and difficulty** of SAS Fraud, Anti-Money Laundering & Security Intelligence a significant barrier to effective use.
- Users often face a **steep learning curve** with SAS Fraud, requiring significant time and expertise for effective integration.
- Users find the **high cost** of SAS Fraud, Anti-Money Laundering & Security Intelligence a significant barrier to accessibility.
- Users find the **limited features** frustrating, as integration and support issues hinder their overall experience with SAS Fraud.

#### What Are Recent G2 Reviews of SAS Fraud, Anti-Money Laundering & Security Intelligence?

**["SAS Fraud & AML: Clear Alerts, Stable Performance, Smarter Case Prioritization"](https://www.g2.com/survey_responses/sas-fraud-anti-money-laundering-security-intelligence-review-12980531)**

**Rating:** 4.5/5.0 stars

_— George Picado P._

[Read full review](https://www.g2.com/survey_responses/sas-fraud-anti-money-laundering-security-intelligence-review-12980531)

**["Powerful Real-Time Detection with Room for Optimization"](https://www.g2.com/survey_responses/sas-fraud-anti-money-laundering-security-intelligence-review-13060466)**

**Rating:** 5.0/5.0 stars

_— Shivam G._

[Read full review](https://www.g2.com/survey_responses/sas-fraud-anti-money-laundering-security-intelligence-review-13060466)

#### What Are G2 Users Discussing About SAS Fraud, Anti-Money Laundering & Security Intelligence?

- [What is Fraud / Security Intelligence used for?](https://www.g2.com/discussions/what-is-fraud-security-intelligence-used-for) - 2 comments
- [What is SAS Anti-Money Laundering used for?](https://www.g2.com/discussions/sas-anti-money-laundering-what-is-sas-anti-money-laundering-used-for)

- ‹ Prev‹ Prev
- 1
- [2](/categories/incident-management/enterprise?open_modal_url=%2Fproducts%2Ffirehydrant-firehydrant%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fincident-management%252Fenterprise%26source%3Dcategory&order=g2_score&page=2#product-list)
- [Next ›Next ›](/categories/incident-management/enterprise?open_modal_url=%2Fproducts%2Ffirehydrant-firehydrant%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fincident-management%252Fenterprise%26source%3Dcategory&order=g2_score&page=2#product-list)

Spotlight Categories

[Revenue Operations & Intelligence (RO&I) Software](https://www.g2.com/categories/revenue-operations-intelligence-ro-i)

[Customer Success Software](https://www.g2.com/categories/customer-success)

[Event Registration and Ticketing Software](https://www.g2.com/categories/event-registration-ticketing)

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

[Employee Intranet Software](https://www.g2.com/categories/employee-intranet)

Similar Categories

- [Application Portfolio Management](/categories/application-portfolio-management)
- [Auto Scaling](/categories/auto-scaling)
- [Cloud Cost Management](/categories/cloud-cost-management)
- [Cloud Management Platforms](/categories/cloud-management-platforms)
- [Cloud Migration Assessment Tools](/categories/cloud-migration-assessment-tools)

- [Columnar Databases](/categories/columnar-databases)
- [Data as a Service (DaaS)](/categories/data-as-a-service-daas)
- [Data Destruction](/categories/data-destruction)
- [Data Extraction](/categories/data-extraction-tools)
- [Data Governance](/categories/data-governance-tools)

- [Data Observability](/categories/data-observability)
- [Data Recovery](/categories/data-recovery)
- [Digital Employee Experience (DEX) Management](/categories/digital-employee-experience-dex-management)
- [Digital Experience Monitoring (DEM)](/categories/digital-experience-monitoring-dem)
- [Digital Governance](/categories/digital-governance)

[Browse Incident Management Themes](/categories/incident-management/themes)

 ![Tian Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tian Lin")
TL

Researched and written by [Tian Lin](https://research.g2.com/insights/author/tian-lin)

Updated 

Products classified in the overall Incident Management category are similar in many regards and help companies of all sizes solve their business problems. However, enterprise business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Enterprise Business Incident Management to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Enterprise Business Incident Management category.

In addition to qualifying for inclusion in the Incident Management Software category, to qualify for inclusion in the Enterprise Business Incident Management Software category, a product must have at least 10 reviews left by a reviewer from an enterprise business.

Top Tools at a Glance

| 

 | 

ITIL-aligned incident workflows with CMDB context

 | 

User Review

"User-Friendly Incident Management Platform That Saves Time"

 |
| 

 | 

Proactive endpoint incident detection with automated remediation

 | 

User Review

"Impowered Our MSP to Resolve Issues Quickly and Grow Quickly"

 |
| 

 | 

Multi-channel on-call alerting with workflow automation

 | 

User Review

"No-Code Flow Designer and Reliable Multi-Channel Escalations"

 |
| 

 | 

Atlassian-native ITSM with dev-ops integration

 | 

User Review

"Jira Service Management for Efficient Ticket Tracking and Support Workflow"

 |
| 

 | 

Full-stack observability with distributed tracing

 | 

User Review

"New Relic User Experience Review"

 |
| 

 | 

ITIL-aligned ticketing with workflow automation

 | 

User Review

"User-Friendly No-Code Automation with Helpful API Integrations and Reporting"

 |
| 

 | 

Multi-channel on-call alerting with escalation policies

 | 

User Review

"Stay on top of your incident management alerts on the Go!"

 |
| 

 | 

Asset-linked incident tracking with integrated change control

 | 

User Review

"Intuitive, All-in-One ITSM That Streamlines Ticketing and Asset Management"

 |
| 

 | 

Slack-native incident coordination with automated workflows

 | 

User Review

"Boosted Incident Response with Better Slack Swarming and Clearer Bridge Comms"

 |
| 

 | 

Multi-channel alert routing with escalation policies

 | 

User Review

"Fast, Reliable Alerting with Smooth Shift Rotations in Xcurrent IMR (Zenduty)"

 |

* * *

Show More

* * *

## 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.

The most reliable incident management software for IT teams and system administrators typically combines fast alert delivery, on-call rotation management, and integration with existing monitoring and collaboration tools into a single platform that runs without interruption during critical incidents. Based on G2 reviews, IT operations and SRE teams evaluate incident management software by comparing MTTR reduction, on-call scheduling flexibility, and how cleanly the platform integrates with existing monitoring, ticketing, and chat tools.

### 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. 

Based on G2 reviews, the best incident management software for MTTR automation lets IT engineering teams reduce mean time to acknowledge and mean time to resolve through automated alert routing, on-call scheduling, and pre-built response workflows that page the right responder without manual triage. Reviewers describe the best incident management tools for on-call scheduling and alert routing as those that combine flexible rotation policies, intelligent escalation paths, and direct integration with Slack, Jira, and major monitoring tools, so on-call engineers spend less time managing communication and more time fixing the actual problem. SRE and DevOps teams point to automated response chains and incident timelines built in the background as the features that separate platforms they actively use during outages from ones that add operational overhead.

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. 

Based on G2 reviews, incident management software with ITIL SLA tracking is a frequent evaluation criterion for mid-size IT teams looking to formalize incident, problem, and change management processes without the implementation lift of enterprise ITSM platforms. Reviewers describe SLA breach alerts, audit-ready incident histories, and structured workflows around incident categorization as the features that move a growing IT team from ad-hoc ticketing into a repeatable service management practice.

#### 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.