# Best Incident Management Software

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

**Total Products under this Category:** 135

### Category Stats (Aug 2026)

- **Average Rating:** 4.43/5 The average rating of products in this category, based on all submitted ratings
- **Top Trending Product:** Alloy Navigator (+0.48%) - Among all products in this category, Alloy Navigator recorded the largest rating increase compared to last month

_Last updated: August 05, 2026_

## How Does G2 Rank Incident Management Software Products?

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

- 30 Analysts and Data Experts
- 17,600+ Authentic Reviews
- 135+ 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=27129&focus%5B%5D=5231&focus%5B%5D=2864&focus%5B%5D=139215&focus%5B%5D=17254&focus%5B%5D=167999)

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

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=xmatters&focus%5B%5D=jira-service-management&focus%5B%5D=freshservice&focus%5B%5D=new-relic&focus%5B%5D=pagerduty&focus%5B%5D=incident-io)

**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_llm&secure%5Bcategory_id%5D=1040&secure%5Bchosen_at%5D=2026-08-10T20%3A53%3A50Z&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%3Fopen_modal_url%3D%252Fproducts%252Fjira-service-management%252Fwishlists%253Fhost_path%253D%25252Fcategories%25252Fincident-management%2526source%253Dcategory&secure%5Btoken%5D=afe42c1e6fad40cbe621fb91761c6344f70629e4cab8be2d8d0eb8af1e8120b2&secure%5Burl%5D=https%3A%2F%2Fwww.rootly.com%2Fdemo&secure%5Burl_type%5D=custom_url)

### [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:** 1,824

#### 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: 9.0/10)
- **AI Text Generation:** 8.3/10 (Category avg: 7.3/10)

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

- **Seller:** [ServiceNow](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:** 65% 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?

**["Reliable IT Organization with SLA Tracking"](https://www.g2.com/survey_responses/servicenow-it-service-management-review-13127154)**

**Rating:** 5.0/5.0 stars

_— Vikas O._

[Read full review](https://www.g2.com/survey_responses/servicenow-it-service-management-review-13127154)

**["Effortless Incident Management with Real-Time Updates"](https://www.g2.com/survey_responses/servicenow-it-service-management-review-13173823)**

**Rating:** 5.0/5.0 stars

_— Manket K._

[Read full review](https://www.g2.com/survey_responses/servicenow-it-service-management-review-13173823)

#### 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)

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:** 4,952

#### 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: 9.0/10)
- **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

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

La plataforma de gestión de incidentes de extremo a extremo de xMatters automatiza cada paso del ciclo de vida del incidente, desde el evento hasta la resolución, reduciendo la frecuencia, duración y costo de las interrupciones críticas del servicio. La IA diseñada específicamente por xMatters reduce significativamente los tiempos de resolución con una integración perfecta en cualquier cadena de herramientas DevOps o ITSM, asegurando que cada equipo tenga el contexto necesario para evitar interrupciones antes de que ocurran. Nos asociamos con nuestros clientes para crear flujos de trabajo que disminuyan el MTTA/MTTR, aumenten la satisfacción del cliente y del empleado, y mejoren el cumplimiento y los informes. Construya resiliencia operativa en sus servicios digitales y automatice las respuestas hasta la resolución con Everbridge xMatters.

**Average Rating:** 4.5/5.0

**Total Reviews:** 766

#### How Do G2 Users Rate xMatters?

- **¿Ha sido the product un buen socio para hacer negocios?:** 9.3/10 (Category avg: 9.1/10)
- **Visualización del ciclo de vida:** 9.0/10 (Category avg: 8.8/10)
- **Monitoreo constante:** 9.3/10 (Category avg: 9.0/10)
- **Generación de texto:** 8.3/10 (Category avg: 7.3/10)

#### Who Is the Company Behind xMatters?

- **Vendedor:** [Everbridge](https://www.g2.com/es/sellers/everbridge)
- **Sitio web de la empresa:** www.everbridge.com
- **Año de fundación:** 2002
- **Ubicación de la sede:** Vienna, VA
- **Twitter:** @Everbridge  
4,786 seguidores en Twitter
- **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/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 empleados en LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Ingeniero de software, Gerente de Incidentes
- **Top Industries:** Tecnología de la información y servicios, Servicios Financieros
- **Company Size:** 58% Large, 27% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Los usuarios aprecian las **notificaciones de incidentes confiables y rápidas** de xMatters, agilizando la comunicación durante momentos críticos.
- Los usuarios aprecian la **facilidad de uso** de xMatters, beneficiándose de la comunicación simplificada y la automatización de tareas en la gestión de incidentes.
- Los usuarios aprecian la **comunicación constante y las notificaciones robustas** de xMatters, mejorando la respuesta a incidentes y la colaboración.
- Los usuarios valoran las **potentes funciones de automatización** de xMatters, simplificando tareas complejas y mejorando la eficiencia en la gestión de incidentes.
- Los usuarios valoran las **alertas de notificación oportunas** de xMatters, mejorando su capacidad de respuesta y eficiencia operativa.

##### Cons

- Los usuarios encuentran la **curva de aprendizaje complicada** , lo que hace que la configuración inicial y la configuración sean lentas y desafiantes.
- Los usuarios encuentran **la pronunciada curva de aprendizaje** de xMatters desafiante, especialmente durante la configuración e instalación inicial.
- Los usuarios encuentran que **los problemas de alerta** con xMatters llevan a complicaciones en la programación y retrasos frustrantes en las notificaciones urgentes.
- Los usuarios enfrentan un **proceso de configuración complejo** con una curva de aprendizaje pronunciada, lo que hace que la configuración inicial sea un desafío.
- Los usuarios encuentran que la **configuración difícil** de los flujos de trabajo de notificaciones consume mucho tiempo, lo que afecta la adopción temprana y requiere atención cuidadosa a los detalles.

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

**["X-Matters hace que las escalaciones a las 2 AM sean fáciles con alertas confiables de múltiples canales."](https://www.g2.com/es/survey_responses/xmatters-review-12974416)**

**Rating:** 5.0/5.0 stars

_— Alexander P._

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

**["Diseñador de Flujos Sin Código y Escalaciones Multicanal Confiables"](https://www.g2.com/es/survey_responses/xmatters-review-12874202)**

**Rating:** 5.0/5.0 stars

_— Zuhaib I._

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

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

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

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

Jira Service Management es una solución de Gestión de Servicios de TI (ITSM). Construida sobre la plataforma Atlassian, Jira Service Management permite a los equipos entregar y gestionar servicios para partes interesadas internas y externas. Equipos desde Desarrollo hasta TI y RRHH utilizan Jira Service Management para recibir solicitudes de empleados, responder a incidentes, implementar cambios para mejorar productos o servicios, rastrear activos, mostrar conocimiento y automatizar flujos de trabajo.

**Average Rating:** 4.3/5.0

**Total Reviews:** 966

#### How Do G2 Users Rate Jira Service Management?

- **¿Ha sido the product un buen socio para hacer negocios?:** 8.7/10 (Category avg: 9.1/10)
- **Visualización del ciclo de vida:** 9.0/10 (Category avg: 8.8/10)
- **Monitoreo constante:** 8.9/10 (Category avg: 9.0/10)
- **Generación de texto:** 8.0/10 (Category avg: 7.3/10)

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

- **Vendedor:** [Atlassian](https://www.g2.com/es/sellers/atlassian)
- **Sitio web de la empresa:** www.atlassian.com
- **Año de fundación:** 2002
- **Ubicación de la sede:** Sydney and San Francisco
- **Twitter:** @Atlassian  
106,496 seguidores en Twitter
- **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/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 empleados en LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Ingeniero de software, Ingeniero de Software Senior
- **Top Industries:** Tecnología de la información y servicios, Software de Computadora
- **Company Size:** 43% Medium, 38% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Los usuarios aprecian la **facilidad de uso** en Jira Service Management, facilitando una colaboración fluida entre departamentos y una personalización impactante.
- Los usuarios valoran la **integración perfecta** de Jira Service Management con las herramientas de Atlassian, mejorando la colaboración entre equipos.
- Los usuarios aprecian la **automatización integrada** en Jira Service Management, agilizando tareas como la asignación de tickets y las notificaciones.
- Los usuarios valoran el **sistema de gestión de tickets fácil de usar** que simplifica el seguimiento de incidentes y asegura operaciones fluidas.
- Los usuarios aprecian la **facilidad de seguimiento** de Jira Service Management, destacando su sólido seguimiento de SLA y la gestión eficiente de incidencias.

##### Cons

- Los usuarios destacan la **empinada curva de aprendizaje** de Jira Service Management, lo que lo hace desafiante para equipos nuevos o no técnicos.
- Los usuarios encuentran la **empinada curva de aprendizaje** de Jira Service Management intimidante, lo que hace que la configuración inicial sea un desafío.
- Los usuarios encuentran que la **curva de aprendizaje pronunciada** de Jira Service Management es un desafío, lo que dificulta la adopción para equipos nuevos o no técnicos.
- Los usuarios encuentran el **proceso de configuración complejo** de Jira Service Management desafiante, especialmente para los nuevos usuarios y los equipos no técnicos.
- Los usuarios encuentran la **interfaz compleja** desafiante, especialmente para métricas personalizadas y verificaciones rápidas, afectando su flujo de trabajo.

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

**["Visibilidad Clara de Tickets y Comunicación Fluida en Jira Service Management"](https://www.g2.com/es/survey_responses/jira-service-management-review-13195687)**

**Rating:** 5.0/5.0 stars

_— Sree K._

[Read full review](https://www.g2.com/es/survey_responses/jira-service-management-review-13195687)

**["Integración perfecta de Jira que agiliza las solicitudes de servicio y los flujos de trabajo de soporte"](https://www.g2.com/es/survey_responses/jira-service-management-review-13071435)**

**Rating:** 4.5/5.0 stars

_— Ravindra N._

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

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

- [¿Para qué se utiliza Jira Service Management?](https://www.g2.com/es/discussions/what-is-jira-service-management-used-for) - 2 comments, 1 upvote
- [¿Qué hace Jira Service Desk?](https://www.g2.com/es/discussions/what-does-jira-service-desk-do) - 1 comment
- [Does Jira Service Desk include JIRA software?](https://www.g2.com/es/discussions/does-jira-service-desk-include-jira-software)
- [¿Cuáles son las características de JIRA?](https://www.g2.com/es/discussions/jira-service-management-what-are-the-features-of-jira) - 1 comment
- [¿Es Jira una herramienta de gestión de servicios?](https://www.g2.com/es/discussions/is-jira-a-service-management-tool) - 2 comments

## FAQs About Incident Management Software

Generated using AI

Last updated: June 3, 2026

### Which solution supports incident management for hybrid IT environments

Based on G2 reviews, several products in this category are used to manage alerts, routing, and response across mixed environments and connected systems.

- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management) — centralized incidents, workflows, and CMDB.
- [xMatters](https://www.g2.com/products/xmatters) — on-call routing across connected tools.
- [PagerDuty](https://www.g2.com/products/pagerduty) — multi-channel alerts for distributed responders.
- [Jira Service Management](https://www.g2.com/products/jira-service-management) — structured ticketing with cross-team visibility.

### Which incident management tool offers the fastest response time

Based on G2 reviews, buyers most often favor products that reduce handoff delays through alert routing, ownership clarity, and fast notification workflows.

- [xMatters](https://www.g2.com/products/xmatters) — rapid escalations with on-call routing.
- [PagerDuty](https://www.g2.com/products/pagerduty) — immediate paging and escalation workflows.
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management) — automated routing with SLA visibility.
- [Xurrent IMR](https://www.g2.com/products/xurrent-imr) — timely alerts with grouped incidents.

### Which vendor offers AI-powered incident prioritization

Based on G2 reviews, a few vendors are associated with AI-assisted summaries, noise reduction, or workflow support that can help teams triage incidents faster.

- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management) — AI summaries and suggested resolutions.
- [PagerDuty](https://www.g2.com/products/pagerduty) — AI summaries and event correlation.
- [Xurrent IMR](https://www.g2.com/products/xurrent-imr) — AI postmortems and alert analytics.
- [xMatters](https://www.g2.com/products/xmatters) — workflow automation with incident summaries.

### What should buyers look for in incident management software

According to verified users, strong incident management software should make ownership clear, route alerts to the right responder, and keep incident details centralized. Reviews repeatedly highlight the value of on-call scheduling, escalation paths, multi-channel notifications, and integrations with tools like Slack, Jira, ServiceNow, AWS, Datadog, and Microsoft Teams. Buyers also seem to care about timeline visibility, audit trails, and reporting that supports post-incident reviews. Several reviews mention that reducing alert noise is just as important as alert delivery itself. Ease of setup matters too, because complex workflow configuration, weak search, or clunky reporting can slow adoption and make high-pressure response harder.

### What features define modern incident management

According to verified users, modern incident management is defined by alert routing, escalation automation, on-call scheduling, and clear incident ownership. Across recent reviews, teams value platforms that centralize alerts from monitoring and ticketing systems, reduce duplicate notifications, and keep communication structured during outages. Buyers also look for incident timelines, post-incident reporting, and integrations that connect response work with tools already in use. Mobile access matters because responders often need to acknowledge, escalate, or review incidents away from a desk. Many reviews also point to AI-assisted summaries, alert grouping, and workflow automation as useful additions when they reduce manual coordination rather than adding more complexity.

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

Freshservice de Freshworks es una plataforma de ServiceOps impulsada por IA, diseñada para empresas modernas que necesitan moverse rápidamente sin sacrificar el control. Al unificar ITSM, ITOM, la gestión de activos de TI y la gestión de servicios empresariales en una sola plataforma con una capa de datos compartida, Freshservice elimina la proliferación de herramientas y las brechas de visibilidad que ralentizan a los equipos, creando una única fuente de verdad a través de servicios, activos e infraestructura. Los equipos de TI obtienen visibilidad completa de su entorno: descubrimiento automatizado, un CMDB robusto para análisis de impacto y resolución de causas raíz, y gestión optimizada de incidentes, problemas, cambios y gestión de incidentes mayores. Más allá de TI, Freshservice se extiende sin problemas a RRHH, finanzas e instalaciones, brindando a cada equipo empresarial la misma experiencia de servicio consistente y eficiente sin la complejidad de herramientas separadas. Freshservice viene con una capa de IA integrada de forma nativa llamada Freddy AI, que ayuda a los agentes a resolver problemas más rápido, automatiza las solicitudes de servicio de los empleados y proporciona a los líderes los conocimientos que necesitan para tomar mejores decisiones. El resultado no es solo un servicio más rápido; es una operación fundamentalmente más proactiva que detecta y resuelve problemas antes de que afecten a los empleados.

**Average Rating:** 4.6/5.0

**Total Reviews:** 1,301

#### How Do G2 Users Rate Freshservice?

- **¿Ha sido the product un buen socio para hacer negocios?:** 9.1/10 (Category avg: 9.1/10)
- **Visualización del ciclo de vida:** 8.5/10 (Category avg: 8.8/10)
- **Monitoreo constante:** 8.3/10 (Category avg: 9.0/10)
- **Generación de texto:** 7.8/10 (Category avg: 7.3/10)

#### Who Is the Company Behind Freshservice?

- **Vendedor:** [Freshworks](https://www.g2.com/es/sellers/freshworks)
- **Sitio web de la empresa:** www.freshworks.com
- **Año de fundación:** 2010
- **Ubicación de la sede:** San Mateo, CA
- **Twitter:** @FreshworksInc  
19,020 seguidores en Twitter
- **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/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 empleados en LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Gerente de TI, Director de TI
- **Top Industries:** Tecnología de la información y servicios, Software de Computadora
- **Company Size:** 61% Medium, 21% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Los usuarios destacan la **facilidad de uso** de Freshservice, apreciando su diseño intuitivo y la gestión eficiente de tickets.
- Los usuarios aprecian la **interfaz intuitiva y las amplias características** de Freshservice, simplificando tanto las tareas complejas como las actividades diarias.
- Los usuarios valoran las **funciones de automatización** de Freshservice, mejorando significativamente la eficiencia y agilizando los procesos de gestión de tickets.
- Los usuarios elogian la **variedad de opciones de organización de tickets** en Freshservice, mejorando la eficiencia y la experiencia del usuario.
- Los usuarios valoran la **gestión intuitiva de tickets** en Freshservice, mejorando la usabilidad y agilizando los procesos de aprobación interna.

##### Cons

- Los usuarios encuentran las **características faltantes** en Freshservice frustrantes, particularmente la falta de funcionalidades de informes y búsqueda intuitivas.
- Los usuarios encuentran las **funciones limitadas** de Freshservice restrictivas, lo que afecta la efectividad de los informes y la gestión de proyectos.
- Los usuarios encuentran la **curva de aprendizaje empinada** , con configuraciones complicadas y características de informes poco intuitivas que causan frustración.
- Los usuarios encuentran **opciones de personalización limitadas** en Freshservice, lo que puede restringir la adaptación del sistema a necesidades comerciales específicas.
- Los usuarios encuentran **los problemas de emisión de boletos** frustrantes, especialmente con informes confusos y dificultad para extraer datos para la gestión.

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

**["Automatización sin código fácil de usar con integraciones de API útiles e informes"](https://www.g2.com/es/survey_responses/freshservice-review-13141245)**

**Rating:** 5.0/5.0 stars

_— Shubham C._

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

**["Limpio, personalizable y rápido: Freshservice nos mantiene organizados"](https://www.g2.com/es/survey_responses/freshservice-review-13160237)**

**Rating:** 4.5/5.0 stars

_— Enrique L._

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

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

- [¿Para qué se utiliza Freshservice?](https://www.g2.com/es/discussions/what-is-freshservice-used-for) - 3 comments, 1 upvote

### [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: 9.0/10)
- **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)
- **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®
- **Ownership:** NYSE: NEWR

#### 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

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

PagerDuty ayuda a organizaciones de todos los tamaños a ofrecer experiencias digitales sin interrupciones al proporcionar información en tiempo real y automatización a través de PagerDuty Operations Cloud. Diseñado para gestionar incidentes críticos, PagerDuty permite a los equipos detectar, evaluar y resolver problemas más rápido, previniendo el tiempo de inactividad y asegurando la continuidad del negocio. Características Clave y Funcionalidad del Producto PagerDuty Operations Cloud es el corazón de nuestra plataforma, proporcionando respuesta proactiva a incidentes, gestión de guardias, flujos de trabajo automatizados e información impulsada por IA. Con integraciones fluidas a más de 700 herramientas, incluidas plataformas de monitoreo y colaboración, PagerDuty ayuda a los equipos a centralizar sus operaciones para mejorar la fiabilidad del servicio y evitar interrupciones. Lo que nos Hace Diferentes PagerDuty empodera a los equipos para resolver problemas críticos de manera rápida y eficiente, mejorando la resiliencia operativa y el rendimiento general. Confiado por organizaciones líderes, el Operations Cloud está diseñado de manera única para manejar las complejidades de los negocios digitales de hoy. Nuestra capacidad para ofrecer resolución de incidentes en tiempo real nos distingue, dando a los líderes de TI y CIOs la confianza para mantener servicios siempre activos.

**Average Rating:** 4.5/5.0

**Total Reviews:** 950

#### How Do G2 Users Rate PagerDuty?

- **¿Ha sido the product un buen socio para hacer negocios?:** 8.9/10 (Category avg: 9.1/10)
- **Visualización del ciclo de vida:** 9.0/10 (Category avg: 8.8/10)
- **Monitoreo constante:** 9.2/10 (Category avg: 9.0/10)
- **Generación de texto:** 8.1/10 (Category avg: 7.3/10)

#### Who Is the Company Behind PagerDuty?

- **Vendedor:** [PagerDuty](https://www.g2.com/es/sellers/pagerduty)
- **Sitio web de la empresa:** www.pagerduty.com
- **Año de fundación:** 2009
- **Ubicación de la sede:** San Francisco, CA
- **Twitter:** @pagerduty  
24,689 seguidores en Twitter
- **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/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 empleados en LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Ingeniero de software, Ingeniero de Software Senior
- **Top Industries:** Tecnología de la información y servicios, Software de Computadora
- **Company Size:** 44% Medium, 38% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Los usuarios valoran las **notificaciones automatizadas y basadas en prioridades** de PagerDuty, mejorando la respuesta a incidentes y reduciendo el tiempo de resolución.
- Los usuarios valoran las **notificaciones automatizadas y basadas en prioridades** de PagerDuty, asegurando respuestas oportunas y reduciendo el tiempo de inactividad.
- Los usuarios elogian la **facilidad de integración y la gestión confiable** de alertas con las características intuitivas de PagerDuty.
- Los usuarios aprecian la **facilidad de uso** de PagerDuty, disfrutando de características intuitivas y una gestión de incidentes sin problemas.
- Los usuarios valoran las **fáciles integraciones** con varias herramientas como Slack y AWS, mejorando la colaboración y la gestión de incidentes.

##### Cons

- Los usuarios encuentran que los **problemas de alerta** en PagerDuty llevan a confusión y limitaciones en la personalización del flujo de trabajo, afectando la eficiencia.
- Los usuarios encuentran que el **precio es alto** , especialmente para equipos pequeños y características que deberían estar incluidas en un solo plan.
- Los usuarios encuentran la **complejidad de la interfaz** en PagerDuty desafiante, especialmente para los nuevos usuarios que navegan por el sistema.
- Los usuarios a menudo encuentran el **sistema de alertas ineficiente** abrumador, lo que lleva a interrupciones innecesarias y complejidad en la gestión.
- Los usuarios encuentran la **interfaz de usuario compleja** y a veces torpe, especialmente desafiante para los nuevos usuarios que navegan a través de ella.

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

**["¡Mantente al tanto de tus alertas de gestión de incidentes mientras te desplazas!"](https://www.g2.com/es/survey_responses/pagerduty-review-9920149)**

**Rating:** 4.5/5.0 stars

_— Joshua O._

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

**["Enfoque del equipo de TI: Menos estrés y más noches de sueño reparador"](https://www.g2.com/es/survey_responses/pagerduty-review-12856233)**

**Rating:** 4.0/5.0 stars

_— Johnny C._

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

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

- [¿Para qué se utiliza PagerDuty?](https://www.g2.com/es/discussions/what-is-pagerduty-used-for) - 2 comments
- [Who are PagerDuty competitors?](https://www.g2.com/es/discussions/who-are-pagerduty-competitors)
- [¿Cuánto cuesta PagerDuty?](https://www.g2.com/es/discussions/how-much-does-pagerduty-cost) - 1 comment
- [Who uses PagerDuty?](https://www.g2.com/es/discussions/who-uses-pagerduty)
- [What is PagerDuty software?](https://www.g2.com/es/discussions/what-is-pagerduty-software)

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

incident.io is the software reliability platform trusted by engineering teams at Netflix, Etsy, and over 2,000 companies that can't afford downtime. Software ships faster than ever, and keeping it reliable has become the real constraint on how fast a team can move. incident.io connects the full reliability lifecycle in one platform (On-Call, Investigations, Incident Response, and Status Pages) so context flows across every step instead of getting lost between disconnected tools. At the center is Nexus, a living AI model of your production environment built entirely from your own data: your runbooks, your services, and every incident you've ever run. Nexus gets smarter every time you use the platform, and it powers Investigations, our agentic root cause analysis. The moment an alert fires, Investigations reasons across your telemetry, deploys, and past incidents, then hands your team a root-cause hypothesis with the evidence, before anyone has opened a laptop. The incident.io agent works everywhere your team already does, from Slack and Teams to web, mobile, and MCP, both when you ask it and on its own in the background. It's a platform with an agent, not just an agent, so the essential work of running incidents, paging the right people, and keeping stakeholders updated keeps happening reliably. The result is a shift from simply managing incidents to continuously improving reliability. The best teams don't just respond to failure faster. They detect issues before customers do, resolve them with fewer people pulled in, and stop the same incidents from recurring. Every incident makes the system smarter, so reliability compounds. From the SRE to the support rep to the CTO, teams spend less time firefighting and more time building software their customers trust.

**Average Rating:** 4.8/5.0

**Total Reviews:** 227

#### 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: 9.0/10)
- **AI Text Generation:** 8.4/10 (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:** Financial Services, Computer Software
- **Company Size:** 65% Medium, 23% 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?

**["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)

**["Phenomenal Support, Powerful AI Features, and Tons of Integrations"](https://www.g2.com/survey_responses/incident-io-review-13182654)**

**Rating:** 5.0/5.0 stars

_— Guilherme R._

[Read full review](https://www.g2.com/survey_responses/incident-io-review-13182654)

#### 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

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

ITSM de nivel empresarial que realmente es fácil de usar: resuelve problemas hasta un 52% más rápido con IA, gestión de activos unificada e integración nativa de ITOps incorporada desde el primer día. SolarWinds Service Desk es una plataforma de gestión de servicios de TI (ITSM) basada en la nube que permite a los equipos de TI y otros departamentos empresariales gestionar solicitudes de servicio, incidentes, activos y flujos de trabajo en un entorno unificado. Está diseñado para profesionales de TI, equipos de mesa de servicio y organizaciones que buscan mejorar sus capacidades de gestión de servicios sin la carga de implementación típicamente asociada con herramientas ITSM empresariales. La plataforma cubre la gestión de incidentes, gestión de problemas, gestión de cambios, gestión de activos y CMDB en un solo producto. Un portal de autoservicio configurable y fácil de usar, junto con una base de conocimientos, permite a los usuarios finales resolver problemas comunes de manera independiente, mientras que las automatizaciones basadas en reglas manejan el enrutamiento de tickets, la priorización, la escalación y las notificaciones sin intervención manual. Los paneles personalizables y los informes brindan a los equipos visibilidad sobre incidentes, solicitudes, cambios y activos. Las capacidades de IA están integradas directamente en los flujos de trabajo de los agentes; incluyendo resumen de tickets, sugerencias de soluciones, vinculación inteligente de incidentes/problemas, redacción de respuestas y resoluciones, generación de runbooks y recomendaciones de la base de conocimientos. Estas capacidades están disponibles de inmediato sin configuración adicional. La IA está diseñada para mostrar información relevante y accionable en el momento adecuado, en lugar de requerir que los equipos construyan o mantengan herramientas de IA separadas. Como parte del portafolio de SolarWinds, Service Desk se integra de manera nativa con SolarWinds Observability y herramientas de operaciones de TI, permitiendo que las alertas de infraestructura generen automáticamente tickets de mesa de servicio y brindando a los técnicos acceso directo a la salud del nodo, cambios recientes y otro contexto operativo dentro del registro de incidentes. Las integraciones nativas también incluyen Microsoft Entra ID para la gestión del ciclo de vida del usuario, Jira para la escalación entre equipos, Automox para la gestión de parches y una API abierta para conexiones personalizadas. Service Desk admite la gestión de servicios empresariales (ESM), lo que permite a las organizaciones extender los procesos ITSM más allá de TI, a departamentos como RRHH, Instalaciones y Legal, sin productos adicionales o servicios profesionales. Para los equipos de TI, el esfuerzo es mínimo: los nuevos portales departamentales se construyen en la misma plataforma que ya gestionan, utilizando los mismos flujos de trabajo, automatizaciones e informes. Esto brinda a TI visibilidad y control centralizados en toda la organización, reduciendo el riesgo de que los departamentos adopten herramientas no autorizadas para llenar vacíos en la cobertura de servicios. En general, SolarWinds Service Desk ofrece un conjunto robusto de características diseñadas para mejorar la eficiencia de la gestión de servicios, sin complicaciones. Al integrar automatización, flujos de trabajo personalizados y recomendaciones inteligentes, se destaca como una solución integral que no solo aborda las necesidades inmediatas de los equipos de TI, sino que también apoya los objetivos organizacionales más amplios para mejorar la entrega de servicios.

**Average Rating:** 4.3/5.0

**Total Reviews:** 777

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

- **¿Ha sido the product un buen socio para hacer negocios?:** 9.0/10 (Category avg: 9.1/10)
- **Visualización del ciclo de vida:** 8.4/10 (Category avg: 8.8/10)
- **Monitoreo constante:** 8.4/10 (Category avg: 9.0/10)
- **Generación de texto:** 5.9/10 (Category avg: 7.3/10)

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

- **Vendedor:** [SolarWinds Worldwide LLC](https://www.g2.com/es/sellers/solarwinds-worldwide-llc)
- **Sitio web de la empresa:** www.solarwinds.com
- **Año de fundación:** 1999
- **Ubicación de la sede:** Austin, TX
- **Twitter:** @solarwinds  
19,570 seguidores en Twitter
- **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/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 empleados en LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Gerente de TI, Administrador de Sistemas
- **Top Industries:** Tecnología de la información y servicios, Atención hospitalaria y sanitaria
- **Company Size:** 67% Medium, 23% Large

#### What Do G2 Reviewers Say About SolarWinds Service Desk?

_AI-generated summary from verified user reviews_

##### Pros

- Los usuarios aprecian la **facilidad de uso y las capacidades de generación de informes** de SolarWinds Service Desk para una gestión eficiente de tickets.
- Los usuarios aprecian la **gestión integral de activos** en SolarWinds Service Desk, mejorando la eficiencia y personalización para sus necesidades.
- Los usuarios aprecian la **facilidad de uso** de SolarWinds Service Desk, lo que hace que sea sencillo gestionar las solicitudes de soporte de manera eficiente.
- Los usuarios valoran la **facilidad de envío de tickets** en SolarWinds Service Desk, facilitando operaciones fluidas para sus equipos.
- Los usuarios valoran la **interfaz simplificada** de SolarWinds Service Desk, haciendo que los procesos de ITSM sean accesibles y eficientes.

##### Cons

- Los usuarios encuentran **características faltantes** en SolarWinds Service Desk, lo que lleva a limitaciones en el manejo de necesidades de grandes empresas.
- Los usuarios encuentran **la funcionalidad de búsqueda desafiante** , especialmente cuando buscan números de etiquetas de activos específicos sin números de ticket.
- Los usuarios encuentran la **información insuficiente** en el servicio de asistencia de SolarWinds desafiante, afectando la gestión de dispositivos y la eficiencia en la resolución de problemas.
- Los usuarios notan las **características limitadas** de SolarWinds Service Desk, sintiendo que carece de opciones avanzadas de automatización y personalización.
- Los usuarios experimentan **limitaciones de la aplicación** en cuanto al acceso a funciones, personalizaciones y usabilidad en dispositivos móviles en SolarWinds Service Desk.

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

**["Intuitivo, todo en uno ITSM que agiliza la gestión de tickets y activos"](https://www.g2.com/es/survey_responses/solarwinds-service-desk-review-12748126)**

**Rating:** 5.0/5.0 stars

_— Lakhan N._

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

**["Gestión de Tickets Simplificada, Necesita Mejores Integraciones"](https://www.g2.com/es/survey_responses/solarwinds-service-desk-review-13129315)**

**Rating:** 4.5/5.0 stars

_— Deborah W._

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

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

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

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

Xurrent IMR (Gestión y Respuesta a Incidentes) es una plataforma integral diseñada para ayudar a los equipos de infraestructura y soporte a gestionar todo el ciclo de vida de la respuesta a incidentes, desde la primera alerta hasta el análisis post-mortem final. Construida para la velocidad, claridad y responsabilidad operativa, proporciona a los equipos de guardia la estructura que necesitan para responder de manera decisiva cuando los sistemas fallan. En su núcleo, Xurrent IMR reúne la correlación de alertas, la programación de guardias, la delegación de tareas y el cumplimiento de SLA en un único flujo de trabajo unificado. En lugar de unir múltiples soluciones puntuales, los equipos obtienen un sistema coherente que maneja cada etapa de la respuesta a incidentes sin cambiar de contexto. Las capacidades clave incluyen: Enrutamiento y correlación inteligente de alertas: Las reglas de enrutamiento personalizadas y el contexto de las alertas proporcionan la información correcta en el momento adecuado, ayudando a los equipos a acelerar el análisis de la causa raíz y reducir el ruido. Gestión de guardias con políticas de escalamiento: Horarios totalmente personalizables y cadenas de escalamiento aseguran que los incidentes sean reconocidos y resueltos dentro de los umbrales de SLA, sin brechas en la cobertura. Roles de incidentes, plantillas de tareas y guías de acción: Los marcos de delegación estructurados reducen el caos durante eventos de alta severidad, asegurando que cada miembro del equipo conozca sus responsabilidades antes de que ocurra un incidente. Automatización de la respuesta: Los flujos de trabajo automatizados permiten comportamientos de auto-sanación del sistema, reduciendo el tiempo medio de resolución y minimizando la intervención manual para patrones de fallos recurrentes. Análisis y reportes avanzados: Los reportes a nivel de equipo, servicio y usuario brindan a los líderes de ingeniería y operaciones la visibilidad para medir el rendimiento, identificar brechas y mejorar continuamente. Xurrent IMR se integra con más de 150 herramientas de monitoreo, observabilidad y gestión de tickets, incluyendo Datadog, Prometheus, PagerDuty, Splunk, Jira, ServiceNow, Grafana, New Relic y AWS CloudWatch, haciéndolo compatible con las pilas en las que los equipos de infraestructura modernos ya confían. Ya sea gestionando una organización de ingeniería distribuida o un equipo de operaciones reducido, Xurrent IMR proporciona la capa de coordinación que convierte la lucha reactiva contra incendios en una disciplina repetible y medible.

**Average Rating:** 4.5/5.0

**Total Reviews:** 193

#### How Do G2 Users Rate Xurrent IMR?

- **¿Ha sido the product un buen socio para hacer negocios?:** 9.4/10 (Category avg: 9.1/10)
- **Visualización del ciclo de vida:** 8.6/10 (Category avg: 8.8/10)
- **Monitoreo constante:** 9.1/10 (Category avg: 9.0/10)
- **Generación de texto:** 7.7/10 (Category avg: 7.3/10)

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

- **Vendedor:** [Xurrent](https://www.g2.com/es/sellers/xurrent)
- **Sitio web de la empresa:** www.xurrent.com
- **Año de fundación:** 2010
- **Ubicación de la sede:** Santa Barbara, US
- **Twitter:** @4me  
250 seguidores en Twitter
- **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/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 empleados en LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Ingeniero de software, Ingeniero de Software Senior
- **Top Industries:** Software de Computadora, Tecnología de la información y servicios
- **Company Size:** 49% Medium, 26% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Los usuarios encuentran la **facilidad de uso** de Zenduty excepcional, elogiando su sencilla implementación e interfaz intuitiva.
- Los usuarios aprecian el **manejo fácil de las alertas** en Xurrent IMR, beneficiándose de opciones de comunicación e integración efectivas.
- Los usuarios aprecian las **integraciones sin problemas** con varios sistemas, mejorando la funcionalidad y la experiencia del usuario en Xurrent IMR.
- Los usuarios elogian el **excelente y receptivo soporte al cliente** de Xurrent IMR, mejorando su experiencia general.
- Los usuarios valoran la **interfaz de usuario fluida y receptiva** de Xurrent IMR, encontrándola simple y fácil de usar.

##### Cons

- Los usuarios sienten que las **características faltantes** en el Xurrent IMR limitan sus capacidades y obstaculizan una mejor experiencia.
- Los usuarios enfrentan **problemas de notificación** con Xurrent IMR, incluyendo llamadas de spam y alertas no agrupadas que afectan la conciencia y la experiencia del usuario.
- Los usuarios tienen dificultades con **problemas de programación** en Xurrent IMR, encontrando la interfaz poco intuitiva y innecesariamente compleja.
- Los usuarios encuentran la **curva de aprendizaje empinada** , especialmente para aquellos que no están familiarizados con la gestión de incidentes o la interfaz confusa.
- Los usuarios notan **problemas de características** con la navegación y la automatización, lo que dificulta la experiencia general del usuario con Xurrent IMR.

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

**["Alertas rápidas y confiables con rotaciones de turno fluidas en Xurrent IMR (Zenduty)"](https://www.g2.com/es/survey_responses/xurrent-imr-review-13134339)**

**Rating:** 4.5/5.0 stars

_— Abhishek S._

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

**["Gestión de incidentes optimizada con excelente integración y soporte de GCP"](https://www.g2.com/es/survey_responses/xurrent-imr-review-12908520)**

**Rating:** 4.0/5.0 stars

_— Hatim B._

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

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

- [¿Para qué se utiliza StatusCast?](https://www.g2.com/es/discussions/what-is-statuscast-used-for)
- [¿Para qué se utiliza Zenduty?](https://www.g2.com/es/discussions/what-is-zenduty-used-for) - 1 comment

### [Rakuten SixthSense Observability](https://www.g2.com/products/rakuten-sixthsense-observability/reviews)

In today's digital landscape, businesses need a powerful and comprehensive Application Performance Monitoring (APM) solution to stay ahead of the curve. Introducing Rakuten SixthSense Observability - a next-generation APM tool that transforms the way you monitor, analyze, and optimize your applications and infrastructure. With its robust suite of features and advanced analytics, Rakuten SixthSense Observability empowers you to proactively identify and resolve issues, streamline operations, and enhance customer experiences. Key Capabilities: • Comprehensive Monitoring and Alerting: Rakuten SixthSense Observability offers end-to-end monitoring of your applications, infrastructure, and network performance. With real-time alerting and customizable dashboards, you can quickly detect issues and gain actionable insights into the health and performance of your systems. • Distributed Tracing and Correlation: Gain full visibility into your application's performance with distributed tracing, which tracks transactions and requests across multiple services and components. This feature helps you identify bottlenecks, latency issues, and errors, making it easier to optimize your application and enhance customer experiences. • Anomaly Detection and Machine Learning: Leverage Rakuten SixthSense's advanced machine learning capabilities to automatically identify unusual patterns and deviations in application performance and resource utilization. This proactive approach enables you to detect and resolve issues before they impact your business and customers. • Advanced Analytics and Visualization: Rakuten SixthSense's rich data visualization and analytics tools allow you to dive deep into your application performance data. Generate custom reports, analyze trends, and uncover hidden patterns that can drive continuous improvement and optimization. • Log Management and Integration: Effortlessly collect, analyze, and store logs from various sources with Rakuten SixthSense's integrated log management feature. This seamless integration enables you to correlate log data with performance metrics and traces, providing a comprehensive understanding of your application's behaviour. • Scalability and Flexibility: Rakuten SixthSense Observability is built to scale with your growing business needs, supporting a wide range of applications, services, and infrastructure. Its flexible architecture allows you to customize the tool to your specific requirements and integrate it with other monitoring and observability solutions. Current Feature set: • Application Performance Monitoring: Full stack visibility across Java, PHP, Node.js, Python, Go and a lot more! Key Features include, Distributed Tracing, Profiling, Database Monitoring • Infrastructure Monitoring: Get a birds-eye view of your infrastructure health and gain granular insights with easy deployment Key Features include Kubernetes, VMs, Web Servers, Cloud Integrations • Digital Experience Monitoring: Improve the end-user experience of your applications mapped with contextual information of application performance metrics • Browser Monitoring: Metrics to optimize end users’ experience and help in improving application performance. • Mobile Monitoring: Monitor crashes, performance & usage metrics for your mobile applications • Synthetic Monitoring: Stimulate end-user transactions using low code, no code test scripts • VM Monitoring: VM monitoring capability lets you view your infrastructure performance and health of servers, virtual machines, containers, databases etc. at a glance. • SixthSense Cognitive Engine: Modern observability and the proactive approach using artificial intelligence. The application uses different AI/ML algorithms that can predict performance metrics with an accuracy of up to 98% and a confidence level of 90%.

**Average Rating:** 4.6/5.0

**Total Reviews:** 52

#### How Do G2 Users Rate Rakuten SixthSense Observability?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 8.3/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 10.0/10 (Category avg: 9.0/10)
- **AI Text Generation:** 10.0/10 (Category avg: 7.3/10)

#### Who Is the Company Behind Rakuten SixthSense Observability?

- **Seller:** [Rakuten SixthSense](https://www.g2.com/sellers/rakuten-sixthsense-f1af4c23-8be7-4bf4-a775-a4d50eebce5d)
- **Year Founded:** 2016
- **HQ Location:** Bengaluru, IN
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=56b248cb58d0ee9d638f70976e5e005d45b5ce20f9d29e7f666aae203e30aa49&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Frakuten-sixthsense%2F&secure%5Burl_type%5D=linkedin_company_website)  
5 employees on LinkedIn®
- **Ownership:** TYO: 4755

#### Who Uses This Product?

- **Who Uses This:** Senior Software Engineer
- **Top Industries:** Information Technology and Services, Computer Games
- **Company Size:** 47% Large, 38% Medium

#### What Do G2 Reviewers Say About Rakuten SixthSense Observability?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **deep visibility** into application performance provided by Rakuten SixthSense, enhancing proactive anomaly detection and decision-making.
- Users appreciate the **efficient alerting system** , enabling quick transitions from alerts to code resolution in one dashboard.
- Users value the **excellent customer support** of Rakuten SixthSense, enhancing their experience with the platform.
- Users appreciate the **ease of use** of Rakuten SixthSense Observability, simplifying troubleshooting with an intuitive interface.
- Users appreciate the **easy implementation** of Rakuten SixthSense Observability, making monitoring and debugging straightforward and efficient.

##### Cons

- Users find the **complex setup** challenging, requiring significant onboarding effort despite responsive support for customization.
- Users find the **poor documentation** of Rakuten SixthSense Observability lacking, hindering effective use and onboarding.
- Users report **false positive alerts** and desire enhanced functionality for timely error record displays and notifications.
- Users note the **inefficient alert system** , citing frequent false positives and lacking desired dashboard reporting features.
- Users feel that **documentation needs improvement** to enhance the overall usability and user experience of the tool.

#### What Are Recent G2 Reviews of Rakuten SixthSense Observability?

**["A very good SAAS monitoring & observability tool"](https://www.g2.com/survey_responses/rakuten-sixthsense-observability-review-11287792)**

**Rating:** 5.0/5.0 stars

_— Verified User in Computer Games_

[Read full review](https://www.g2.com/survey_responses/rakuten-sixthsense-observability-review-11287792)

**["Great monitoring tool!"](https://www.g2.com/survey_responses/rakuten-sixthsense-observability-review-8230168)**

**Rating:** 5.0/5.0 stars

_— Verified User in Information Technology and Services_

[Read full review](https://www.g2.com/survey_responses/rakuten-sixthsense-observability-review-8230168)

### [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:** 4.7/5.0

**Total Reviews:** 96

#### 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:** 9.5/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 9.3/10 (Category avg: 9.0/10)
- **AI Text Generation:** 8.4/10 (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:** 59% Medium, 25% 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?

**["Rootly: Reliable, Intuitive Incident Management with Excellent Reporting and Support"](https://www.g2.com/survey_responses/rootly-review-13146776)**

**Rating:** 5.0/5.0 stars

_— Steven K._

[Read full review](https://www.g2.com/survey_responses/rootly-review-13146776)

**["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)

### [Pulseway](https://www.g2.com/products/pulseway/reviews)

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

**Average Rating:** 4.5/5.0

**Total Reviews:** 122

#### How Do G2 Users Rate Pulseway?

- **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 9.2/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 9.8/10 (Category avg: 9.0/10)
- **AI Text Generation:** 5.0/10 (Category avg: 7.3/10)

#### Who Is the Company Behind Pulseway?

- **Seller:** [MMSoft Design](https://www.g2.com/sellers/mmsoft-design)
- **Year Founded:** 2011
- **HQ Location:** Dublin, Ireland
- **Twitter:** @pulsewayapp  
6,073 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f13461eda98452f19db968c93270151f7e273ce2a1fb4a8c11bd2f26c9027a97&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1987200%2F&secure%5Burl_type%5D=linkedin_company_website)  
47 employees on LinkedIn®

#### Who Uses This Product?

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

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **intuitive interface** of Pulseway, making it simple to implement and enhancing customer support experiences.
- Users appreciate the **easy setup** of Pulseway, allowing for efficient implementation and enhanced service management.
- Users commend the **easy implementation** of Pulseway, appreciating its quick setup and supportive resources throughout the process.
- Users value the **easy integrations** of Pulseway, enhancing their workflow and simplifying infrastructure management across systems.
- Users appreciate the **easy integrations** with other software, enhancing their overall experience with Pulseway.

##### Cons

- Users note the **limited features** of Pulseway, particularly missing Microsoft Office integration and inadequate network monitoring tools.
- Users face **limited compatibility** with Pulseway, especially regarding Microsoft Office and Linux integration challenges.
- Users find Pulseway's performance to be **slow** , particularly with ticketing and during peak hours, affecting usability.
- Users feel the pricing is **very high** compared to similar services, indicating potential for better licensing options.
- Users express frustration with **unfinished features** and constant upselling, complicating their overall Pulseway experience.

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

**["Pulseway’s Mobile-Friendly Remote Monitoring with Real-Time Alerts and Automation"](https://www.g2.com/survey_responses/pulseway-review-12795320)**

**Rating:** 4.5/5.0 stars

_— Luciana S._

[Read full review](https://www.g2.com/survey_responses/pulseway-review-12795320)

**["Clear, Intuitive PSA/RMM Interface with Fast Mobile App and Predictable Pricing"](https://www.g2.com/survey_responses/pulseway-review-13212303)**

**Rating:** 4.0/5.0 stars

_— Giovanni C._

[Read full review](https://www.g2.com/survey_responses/pulseway-review-13212303)

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

- [Is Pulseway cloud based?](https://www.g2.com/discussions/is-pulseway-cloud-based)
- [Does Pulseway have a free version?](https://www.g2.com/discussions/does-pulseway-have-a-free-version)
- [What can Pulseway monitor?](https://www.g2.com/discussions/what-can-pulseway-monitor) - 1 comment
- [What is Pulseway used for?](https://www.g2.com/discussions/what-is-pulseway-used-for)

### [Sherlocks.ai](https://www.g2.com/products/sherlocks-ai/reviews)

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

**Average Rating:** 4.9/5.0

**Total Reviews:** 29

#### How Do G2 Users Rate Sherlocks.ai?

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

#### Who Is the Company Behind Sherlocks.ai?

- **Seller:** [sherlocks.ai](https://www.g2.com/sellers/sherlocks-ai)
- **Year Founded:** 2025
- **HQ Location:** Palo Alto, US
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=59c10d09cd4c8da326ff04328dc28d7507de4036ce040813b82e20b151f92f5b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsherlocks-ai%2F&secure%5Burl_type%5D=linkedin_company_website)  
9 employees on LinkedIn®

#### Who Uses This Product?

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

#### What Do G2 Reviewers Say About Sherlocks.ai?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **seamless Slack integration** of Sherlocks.ai, enabling instant communication and faster issue resolution.
- Users value the **effective alert management** of Sherlocks.ai, significantly improving incident response and reducing noise from false positives.
- Users commend the **seamless integrations** of Sherlocks.ai, enhancing efficiency and response times across their operations.
- Users appreciate the **outstanding customer satisfaction** provided by Sherlocks.ai, enhancing team efficiency and issue resolution.
- Users love the **ease of use** of Sherlocks.ai, allowing quick access to insights and timely resolutions via Slack.

##### Cons

- Users experience **bug issues** with false alerts and missed edge cases, though the support team is responsive.
- Users find the **initial configuration complex** , requiring tuning to optimize incident timelines for effective usage.
- Users experience **notification issues** with noisy alerts in unique flows, requiring extra support for filtering adjustments.
- Users face **automation errors** in Sherlocks.ai that necessitate manual adjustments or custom webhook setups.
- Users find the **complex setup** process challenging, requiring extra configuration and support interactions for effective use.

#### What Are Recent G2 Reviews of Sherlocks.ai?

**["Sherlocks.ai aligned our Dev and DevOps teams"](https://www.g2.com/survey_responses/sherlocks-ai-review-12169432)**

**Rating:** 5.0/5.0 stars

_— Deepank A._

[Read full review](https://www.g2.com/survey_responses/sherlocks-ai-review-12169432)

**["Makes production incident investigation much faster"](https://www.g2.com/survey_responses/sherlocks-ai-review-13200010)**

**Rating:** 4.5/5.0 stars

_— Kiran I._

[Read full review](https://www.g2.com/survey_responses/sherlocks-ai-review-13200010)

### [Better Stack](https://www.g2.com/products/better-stack/reviews)

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

**Average Rating:** 4.8/5.0

**Total Reviews:** 336

#### How Do G2 Users Rate Better Stack?

- **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 9.2/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 9.6/10 (Category avg: 9.0/10)
- **AI Text Generation:** 6.6/10 (Category avg: 7.3/10)

#### Who Is the Company Behind Better Stack?

- **Seller:** [Better Stack](https://www.g2.com/sellers/better-stack-3c077b8c-37c5-4d79-9e19-15cf3bd1960b)
- **Year Founded:** 2021
- **HQ Location:** San Francisco, CA
- **Twitter:** @BetterStackHQ  
10,698 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=979819b5500b293fa36195dbf4bf6aea9e2ac71cc12348a9c99e1d21028cc158&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fbetterstack%2F&secure%5Burl_type%5D=linkedin_company_website)  
31 employees on LinkedIn®

#### Who Uses This Product?

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

#### What Do G2 Reviewers Say About Better Stack?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **ease of use** in Better Stack, praising its intuitive setup and reliable monitoring capabilities.
- Users highlight the **easy setup** of Better Stack, appreciating its simplicity and smooth integration process.
- Users praise the **excellent user interface** of Better Stack, enhancing monitoring and workflow efficiency for development teams.
- Users highlight the **remarkable setup ease** of Better Stack, making it quick and intuitive to get started.
- Users appreciate the **instant notifications** from Better Stack, ensuring timely responses to downtime issues and proactive incident management.

##### Cons

- Users find the pricing of Better Stack to be **expensive** after the free tier limits, particularly for custom features.
- Users are frustrated by the **missing features** like Discord integration and restrictions on website ownership changes.
- Users find the **pricing issues** problematic after exceeding free tier limits, with higher costs for advanced features.
- Users find Better Stack has **limited features** , such as delayed custom domain support and lack of dashboard options.
- Users find the **log management challenging** , struggling with UI navigation and occasional failures in log collection.

#### What Are Recent G2 Reviews of Better Stack?

**["Essential Free Tool for Effortless Website Monitoring"](https://www.g2.com/survey_responses/better-stack-review-13077620)**

**Rating:** 4.5/5.0 stars

_— Verified User in Online Media_

[Read full review](https://www.g2.com/survey_responses/better-stack-review-13077620)

**["Better Stack Simplifies Monitoring, Alerting, and Logs with Fast, Reliable Outage Detection"](https://www.g2.com/survey_responses/better-stack-review-12954208)**

**Rating:** 4.5/5.0 stars

_— Ravindra N._

[Read full review](https://www.g2.com/survey_responses/better-stack-review-12954208)

#### What Are G2 Users Discussing About Better Stack?

- [Which tools can you use to monitor a website's Uptime?](https://www.g2.com/discussions/which-tools-can-you-use-to-monitor-a-website-s-uptime)
- [What is Hexometer browser?](https://www.g2.com/discussions/better-uptime-what-is-hexometer-browser)
- [What is betteruptime?](https://www.g2.com/discussions/what-is-betteruptime)
- [Is better Uptime free?](https://www.g2.com/discussions/is-better-uptime-free) - 7 comments, 1 upvote

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[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 April 10, 2026

IT and DevOps incident management software is an end-to-end solution that responds to, reports on, and investigates digital incidents, alerting IT staff, generating problem reports, and automating resolution workflows to reduce downtime, bring critical information to the right people instantly, and enable faster response times.

### Core Capabilities of Incident Management Software

To qualify for inclusion in the IT/DevOps Incident Management category, a product must:

- Monitor and alert staff of incidents or critical errors
- Integrate with team collaboration tools to notify responsible parties
- Create a standardized workflow for handling incidents
- Respond to, report, and investigate IT errors

### Common Use Cases for Incident Management Software

IT professionals and DevOps teams use incident management software to minimize the impact of system disruptions and maintain service reliability. Common use cases include:

- Detecting and escalating critical incidents to on-call teams through automated alerts
- Coordinating cross-team incident response via integrated collaboration and notification workflows
- Documenting and analyzing incidents post-resolution to identify root causes and prevent recurrence

### How Incident Management Software Differs from Other Tools

Incident management software is often used as part of a broader [IT management](https://www.g2.com/categories/enterprise-it-management) strategy, working alongside [service desk](https://www.g2.com/categories/service-desk), [mobile device management (MDM)](https://www.g2.com/categories/mobile-device-management-mdm), and [identity management](https://www.g2.com/categories/identity-management) solutions to unify projects, automate tasks, and increase [team collaboration](https://www.g2.com/categories/team-collaboration). Unlike general IT monitoring tools, incident management platforms focus specifically on the structured workflow of detection, escalation, and resolution.

### Insights from G2 on Incident Management Software

Based on category trends on G2, automated alerting and standardized escalation workflows stand out as top strengths. These platforms deliver reductions in mean time to resolution and improved on-call coordination as primary benefits of adoption.

Top Tools at a Glance

| Product | Best for | User Review |
| --- | --- | --- |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_da836c06c61c98d4a0795c7cfc3a9a5a/servicenow-it-service-management.jpg "Product Avatar Image")](https://www.g2.com/products/servicenow-it-service-management/reviews)[ServiceNow IT Service...](https://www.g2.com/products/servicenow-it-service-management/reviews)[4.5/5(1,947)](https://www.g2.com/products/servicenow-it-service-management/reviews) | ITIL-aligned incident workflows with CMDB context | "Reliable IT Organization with SLA Tracking" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_ec0c38c7a0b645a17bfff00d56e51583/ninjaone.png "Product Avatar Image")](https://www.g2.com/products/ninjaone/reviews)[NinjaOne](https://www.g2.com/products/ninjaone/reviews)[4.7/5(5,022)](https://www.g2.com/products/ninjaone/reviews) | Proactive endpoint incident detection with automated remediation | "Impowered Our MSP to Resolve Issues Quickly and Grow Quickly" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_75612f6f59f8fd888f1e80113be4a326/xmatters.jpg "Product Avatar Image")](https://www.g2.com/products/xmatters/reviews)[xMatters](https://www.g2.com/products/xmatters/reviews)[4.5/5(786)](https://www.g2.com/products/xmatters/reviews) | Multi-channel on-call alerting with workflow automation | "No-Code Flow Designer and Reliable Multi-Channel Escalations" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Product Avatar Image")](https://www.g2.com/products/jira-service-management/reviews)[Jira Service Management](https://www.g2.com/products/jira-service-management/reviews)[4.3/5(991)](https://www.g2.com/products/jira-service-management/reviews) | Atlassian-native ITSM with dev-ops integration | "Clear Ticket Visibility and Smooth Communication in Jira Service Management" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_2d6a381d321e8fc6b72a7f95e8cde31a/freshservice.png "Product Avatar Image")](https://www.g2.com/products/freshservice/reviews)[Freshservice](https://www.g2.com/products/freshservice/reviews)[4.6/5(1,347)](https://www.g2.com/products/freshservice/reviews) | ITIL-aligned ticketing with workflow automation | "User-Friendly No-Code Automation with Helpful API Integrations and Reporting" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_0774bbdcf32251601a1995c6b97543fb/new-relic.jpg "Product Avatar Image")](https://www.g2.com/products/new-relic/reviews)[New Relic](https://www.g2.com/products/new-relic/reviews)[4.4/5(586)](https://www.g2.com/products/new-relic/reviews) | Full-stack observability with distributed tracing | "New Relic User Experience Review" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_e5d47d6fbc279b6fd32f29b6058c25a9/pagerduty.png "Product Avatar Image")](https://www.g2.com/products/pagerduty/reviews)[PagerDuty](https://www.g2.com/products/pagerduty/reviews)[4.5/5(972)](https://www.g2.com/products/pagerduty/reviews) | Multi-channel on-call alerting with escalation policies | "Stay on top of your incident management alerts on the Go!" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_624ac0776a576c1f39bbac8ad885b43f/incident-io.png "Product Avatar Image")](https://www.g2.com/products/incident-io/reviews)[incident.io](https://www.g2.com/products/incident-io/reviews)[4.8/5(231)](https://www.g2.com/products/incident-io/reviews) | Slack-native incident coordination with automated workflows | "Native Slack Incident Management That Automates Follow-Ups and Post-Mortems" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_016f9502a5c1407463f90a3d5b7704ac/solarwinds-service-desk.png "Product Avatar Image")](https://www.g2.com/products/solarwinds-service-desk/reviews)[SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews)[4.3/5(786)](https://www.g2.com/products/solarwinds-service-desk/reviews) | Asset-linked incident tracking with integrated change control | "Intuitive, All-in-One ITSM That Streamlines Ticketing and Asset Management" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_c9b38c4a69c3a2f73d1f874b32c70380/xurrent-imr.png "Product Avatar Image")](https://www.g2.com/products/xurrent-imr/reviews)[Xurrent IMR](https://www.g2.com/products/xurrent-imr/reviews)[4.5/5(193)](https://www.g2.com/products/xurrent-imr/reviews) | Multi-channel alert routing with escalation policies | "Fast, Reliable Alerting with Smooth Shift Rotations in Xurrent IMR (Zenduty)" |

* * *

Show More

### Incident Management Topics

- [What is Incident Management Software?](#what-is-incident-management-software)
- [What are the Common Features of Incident Management Software?](#what-are-the-common-features-of-incident-management-software)
- [What are the Benefits of Incident Management Software?](#what-are-the-benefits-of-incident-management-software)
- [Who Uses Incident Management Software?](#who-uses-incident-management-software)
- [Challenges with Incident Management Software](#challenges-with-incident-management-software)
- [How to Buy Incident Management Software](#how-to-buy-incident-management-software)

[
### Incident Management Topics
Expand/Collapse ](#)
- [What is Incident Management Software?](#what-is-incident-management-software)
- [What are the Common Features of Incident Management Software?](#what-are-the-common-features-of-incident-management-software)
- [What are the Benefits of Incident Management Software?](#what-are-the-benefits-of-incident-management-software)
- [Who Uses Incident Management Software?](#who-uses-incident-management-software)
- [Challenges with Incident Management Software](#challenges-with-incident-management-software)
- [How to Buy Incident Management Software](#how-to-buy-incident-management-software)

## Learn More 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.