# Best Incident Management Software ## How Many Incident Management Software Products Does G2 Track? **Total Products under this Category:** 133 ### Category Stats (Jul 2026) - **Average Rating:** 4.43/5 (↑0.01 vs Jun 2026) The average rating of products in this category, based on all submitted ratings - **Top Trending Product:** Alloy Navigator (+0.48%) - Among all products in this category, Alloy Navigator recorded the largest rating increase compared to last month _Last updated: July 31, 2026_ ## How Does G2 Rank Incident Management Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 17,400+ Authentic Reviews - 133+ 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=2026-07-31T19%3A39%3A08Z&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%252Flogicgate-risk-cloud%252Fwishlists%253Fhost_path%253D%25252Fcategories%25252Fincident-management%2526source%253Dcategory&secure%5Btoken%5D=8bba3c7f9c1b42886164f7d0c5ecaa8749f3fe59df768b5363597e793556b917&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:** 1,803 #### How Do G2 Users Rate ServiceNow IT Service Management? - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.7/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.9/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.3/10 (Category avg: 7.3/10) #### Who Is the Company Behind ServiceNow IT Service Management? - **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow) - **Company Website:** www.servicenow.com - **Year Founded:** 2004 - **HQ Location:** Santa Clara, CA - **Twitter:** @servicenow 55,548 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8f146dd2da6255ae21db2f89043b268912043fe250660dfee40ba3c0574bb1ba&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F29352%2F&secure%5Burl_type%5D=linkedin_company_website) 35,081 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Consultant, Software Engineer - **Top Industries:** Information Technology and Services, Hospital & Health Care - **Company Size:** 65% Large, 20% Medium #### What Do G2 Reviewers Say About ServiceNow IT Service Management? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** of ServiceNow IT Service Management, 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) **["User-Friendly Incident Management Platform That Saves Time"](https://www.g2.com/survey_responses/servicenow-it-service-management-review-13159307)** **Rating:** 5.0/5.0 stars _— Shreya T._ [Read full review](https://www.g2.com/survey_responses/servicenow-it-service-management-review-13159307) #### 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:** 4,904 #### How Do G2 Users Rate NinjaOne? - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.5/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.3/10 (Category avg: 8.9/10) - **AI Text Generation:** 6.5/10 (Category avg: 7.3/10) #### Who Is the Company Behind NinjaOne? - **Seller:** [NinjaOne](https://www.g2.com/sellers/ninjaone) - **Company Website:** www.ninjaone.com - **Year Founded:** 2013 - **HQ Location:** Austin, Texas - **Twitter:** @NinjaOne 3,607 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=088d8f8972aca17db8b553b592039f99dd09562a773c2979f4e191848ab016f2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F6436301%2F&secure%5Burl_type%5D=linkedin_company_website) 2,376 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** IT Manager, Owner - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 47% Medium, 45% Small #### What Do G2 Reviewers Say About NinjaOne? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** of NinjaOne, streamlining asset management and automating essential tasks effortlessly. - Users praise the **powerful automation** capabilities of NinjaOne, enhancing efficiency and simplifying device management. - Users appreciate the **easy navigation and dashboard** of NinjaOne, facilitating quick device management and monitoring. - Users praise NinjaOne for its **automated updates and efficient alerts** , significantly simplifying server management and saving time. - Users value the **excellent customer support** from NinjaOne, noting quick access to knowledgeable staff and practical solutions. ##### Cons - Users feel the **missing features** limit functionality, particularly lacking client and customer portal capabilities. - Users find the **search function lacking** , and the interface can confuse end users with unclear icons. - Users find NinjaOne has **limited features** , especially in mobile app functionality and device management options. - Users find that NinjaOne needs **improvement in search functionality** and a better ticketing dashboard for efficiency tracking. - Users report facing **feature issues** with function settings and a lack of adequate role-based controls in NinjaOne. #### What Are Recent G2 Reviews of NinjaOne? **["Impowered Our MSP to Resolve Issues Quickly and Grow Quickly"](https://www.g2.com/survey_responses/ninjaone-review-10168731)** **Rating:** 4.5/5.0 stars _— Robert M._ [Read full review](https://www.g2.com/survey_responses/ninjaone-review-10168731) **["Revolutionalised Our Workflows"](https://www.g2.com/survey_responses/ninjaone-review-8785777)** **Rating:** 5.0/5.0 stars _— Drew B._ [Read full review](https://www.g2.com/survey_responses/ninjaone-review-8785777) #### What Are G2 Users Discussing About NinjaOne? - [What is NinjaOne (formerly NinjaRMM) used for?](https://www.g2.com/discussions/what-is-ninjaone-formerly-ninjarmm-used-for) - 2 comments - [Does Office 365 Backup your data?](https://www.g2.com/discussions/does-office-365-backup-your-data) - 3 comments - [What does Dropsuite Backup?](https://www.g2.com/discussions/what-does-dropsuite-backup) - 1 comment ### [xMatters](https://www.g2.com/products/xmatters/reviews) xMatters end-to-end incident management platform automates each step of the incident lifecycle—from event to resolution—reducing the frequency, duration, and cost of critical service disruptions. xMatters Purpose-built AI significantly slashes resolution times with seamless integration across any DevOps or ITSM toolchain, ensuring every team has the necessary context to avert disruptions before they occur. We partner with our customers to create workflows that lower MTTA/MTTR, increase customer and employee satisfaction, and improve compliance and reporting. Build operational resilience into your digital services and automate responses all the way to resolution with Everbridge xMatters. **Average Rating:** 4.5/5.0 **Total Reviews:** 768 #### How Do G2 Users Rate xMatters? - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.0/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.3/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.3/10 (Category avg: 7.3/10) #### Who Is the Company Behind xMatters? - **Seller:** [Everbridge](https://www.g2.com/sellers/everbridge) - **Company Website:** www.everbridge.com - **Year Founded:** 2002 - **HQ Location:** Vienna, VA - **Twitter:** @Everbridge 4,786 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4dfea575b77455a8e7892fffee701411f8983277b7fd4accc12c0de5f667bbcd&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F33883&secure%5Burl_type%5D=linkedin_company_website) 1,609 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Software Engineer, Incident Manager - **Top Industries:** Information Technology and Services, Financial Services - **Company Size:** 58% Large, 27% Medium #### What Do G2 Reviewers Say About xMatters? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **reliable and fast incident notifications** of xMatters, streamlining communication during critical moments. - Users appreciate the **ease of use** of xMatters, benefiting from streamlined communication and task automation in incident management. - Users appreciate the **consistent communication and robust notifications** of xMatters, enhancing incident response and collaboration. - Users value the **powerful automation** features of xMatters, simplifying complex tasks and enhancing incident management efficiency. - Users value the **timely notification alerts** from xMatters, enhancing their responsiveness and operational efficiency. ##### Cons - Users find the **learning curve complicated** , making initial setup and configuration time-consuming and challenging. - Users find the **steep learning curve** of xMatters challenging, especially during initial setup and configuration. - Users find that **alert issues** with xMatters lead to scheduling complications and frustrating delays in urgent notifications. - Users face a **complex setup** process with a steep learning curve, making initial configuration challenging. - Users find the **difficult setup** of notification workflows time-consuming, impacting early adoption and requiring careful attention to details. #### What Are Recent G2 Reviews of xMatters? **["X-Matters Makes 2 AM Escalations Effortless with Reliable Multi-Channel Alerts"](https://www.g2.com/survey_responses/xmatters-review-12974416)** **Rating:** 5.0/5.0 stars _— Alexander P._ [Read full review](https://www.g2.com/survey_responses/xmatters-review-12974416) **["No-Code Flow Designer and Reliable Multi-Channel Escalations"](https://www.g2.com/survey_responses/xmatters-review-12874202)** **Rating:** 5.0/5.0 stars _— Zuhaib I._ [Read full review](https://www.g2.com/survey_responses/xmatters-review-12874202) #### What Are G2 Users Discussing About xMatters? - [What is xMatters used for?](https://www.g2.com/discussions/what-is-xmatters-used-for) - 1 comment ### [Jira Service Management](https://www.g2.com/it/products/jira-service-management/reviews) Jira Service Management è una soluzione di gestione dei servizi IT (ITSM). Costruito sulla piattaforma Atlassian, Jira Service Management consente ai team di fornire e gestire servizi per stakeholder interni ed esterni. I team, dallo sviluppo all'IT fino alle risorse umane, utilizzano Jira Service Management per ricevere richieste dai dipendenti, rispondere agli incidenti, implementare modifiche per migliorare prodotti o servizi, tracciare asset, rendere visibile la conoscenza e automatizzare i flussi di lavoro. **Average Rating:** 4.3/5.0 **Total Reviews:** 963 #### How Do G2 Users Rate Jira Service Management? - **Ritiene che the product sia stato un valido partner commerciale?:** 8.7/10 (Category avg: 9.1/10) - **Visualizzazione del ciclo di vita:** 9.0/10 (Category avg: 8.8/10) - **Monitoraggio Costante:** 8.9/10 (Category avg: 8.9/10) - **Generazione di Testo AI:** 8.0/10 (Category avg: 7.3/10) #### Who Is the Company Behind Jira Service Management? - **Venditore:** [Atlassian](https://www.g2.com/it/sellers/atlassian) - **Sito web dell'azienda:** www.atlassian.com - **Anno di Fondazione:** 2002 - **Sede centrale:** Sydney and San Francisco - **Twitter:** @Atlassian 106,496 follower su Twitter - **Pagina LinkedIn®:** [www.linkedin.com](https://www.g2.com/it/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 dipendenti su LinkedIn® #### Who Uses This Product? - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Tecnologia dell'informazione e servizi, Software per computer - **Company Size:** 42% Medium, 38% Large #### What Do G2 Reviewers Say About Jira Service Management? _AI-generated summary from verified user reviews_ ##### Pros - Gli utenti apprezzano la **facilità d'uso** in Jira Service Management, facilitando una collaborazione fluida tra i dipartimenti e una personalizzazione efficace. - Gli utenti apprezzano l' **integrazione senza soluzione di continuità** di Jira Service Management con gli strumenti Atlassian, migliorando la collaborazione tra i team. - Gli utenti apprezzano l' **automazione integrata** in Jira Service Management, che semplifica compiti come l'assegnazione dei ticket e le notifiche. - Gli utenti apprezzano il sistema di **gestione dei ticket user-friendly** che semplifica il tracciamento degli incidenti e garantisce operazioni fluide. - Gli utenti apprezzano la **facilità di tracciamento** di Jira Service Management, evidenziando il suo robusto tracciamento SLA e la gestione efficiente dei problemi. ##### Cons - Gli utenti evidenziano la **ripida curva di apprendimento** di Jira Service Management, rendendolo impegnativo per i team nuovi o non tecnici. - Gli utenti trovano la **ripida curva di apprendimento** di Jira Service Management scoraggiante, rendendo l'impostazione e la configurazione iniziali difficili. - Gli utenti trovano la **ripida curva di apprendimento** di Jira Service Management impegnativa, ostacolando l'adozione per i team nuovi o non tecnici. - Gli utenti trovano il **processo di configurazione complesso** di Jira Service Management impegnativo, in particolare per i nuovi utenti e i team non tecnici. - Gli utenti trovano l' **interfaccia complessa** impegnativa, specialmente per le metriche personalizzate e i controlli rapidi, influenzando il loro flusso di lavoro. #### What Are Recent G2 Reviews of Jira Service Management? **["Jira Service Management per un'efficiente gestione dei ticket e del flusso di lavoro di supporto"](https://www.g2.com/it/survey_responses/jira-service-management-review-12817846)** **Rating:** 5.0/5.0 stars _— Priyanka B._ [Read full review](https://www.g2.com/it/survey_responses/jira-service-management-review-12817846) **["Integrazione Jira senza soluzione di continuità che semplifica le richieste di servizio e i flussi di lavoro di supporto"](https://www.g2.com/it/survey_responses/jira-service-management-review-13071435)** **Rating:** 4.5/5.0 stars _— Ravindra N._ [Read full review](https://www.g2.com/it/survey_responses/jira-service-management-review-13071435) #### What Are G2 Users Discussing About Jira Service Management? - [A cosa serve Jira Service Management?](https://www.g2.com/it/discussions/what-is-jira-service-management-used-for) - 2 comments, 1 upvote - [Cosa fa Jira Service Desk?](https://www.g2.com/it/discussions/what-does-jira-service-desk-do) - 1 comment - [Does Jira Service Desk include JIRA software?](https://www.g2.com/it/discussions/does-jira-service-desk-include-jira-software) - [Quali sono le caratteristiche di JIRA?](https://www.g2.com/it/discussions/jira-service-management-what-are-the-features-of-jira) - 1 comment - [Jira è uno strumento di gestione dei servizi?](https://www.g2.com/it/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/it/products/freshservice/reviews) Freshservice di Freshworks è una piattaforma ServiceOps alimentata dall'IA, costruita per le imprese moderne che hanno bisogno di muoversi rapidamente senza sacrificare il controllo. Unificando ITSM, ITOM, gestione degli asset IT e gestione dei servizi aziendali su un'unica piattaforma con un livello di dati condiviso, Freshservice elimina la dispersione degli strumenti e le lacune di visibilità che rallentano i team, creando un'unica fonte di verità tra servizi, asset e infrastruttura. I team IT ottengono piena visibilità nel loro ambiente: scoperta automatizzata, un robusto CMDB per l'analisi dell'impatto e la risoluzione delle cause principali, e gestione semplificata degli incidenti, dei problemi, dei cambiamenti e degli incidenti maggiori. Oltre all'IT, Freshservice si estende senza soluzione di continuità a HR, finanza e strutture, offrendo a ogni team aziendale la stessa esperienza di servizio coerente ed efficiente senza la complessità di strumenti separati. Freshservice è dotato di uno strato di IA nativamente integrato chiamato Freddy AI, che aiuta gli agenti a risolvere i problemi più velocemente, automatizza le richieste di servizio dei dipendenti e fornisce ai leader le informazioni necessarie per prendere decisioni migliori. Il risultato non è solo un servizio più veloce; è un'operazione fondamentalmente più proattiva che individua e risolve i problemi prima che impattino sui dipendenti. **Average Rating:** 4.6/5.0 **Total Reviews:** 1,297 #### How Do G2 Users Rate Freshservice? - **Ritiene che the product sia stato un valido partner commerciale?:** 9.1/10 (Category avg: 9.1/10) - **Visualizzazione del ciclo di vita:** 8.5/10 (Category avg: 8.8/10) - **Monitoraggio Costante:** 8.3/10 (Category avg: 8.9/10) - **Generazione di Testo AI:** 7.8/10 (Category avg: 7.3/10) #### Who Is the Company Behind Freshservice? - **Venditore:** [Freshworks](https://www.g2.com/it/sellers/freshworks) - **Sito web dell'azienda:** www.freshworks.com - **Anno di Fondazione:** 2010 - **Sede centrale:** San Mateo, CA - **Twitter:** @FreshworksInc 19,020 follower su Twitter - **Pagina LinkedIn®:** [www.linkedin.com](https://www.g2.com/it/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 dipendenti su LinkedIn® #### Who Uses This Product? - **Who Uses This:** IT Manager, IT Director - **Top Industries:** Tecnologia dell'informazione e servizi, Software per computer - **Company Size:** 61% Medium, 21% Large #### What Do G2 Reviewers Say About Freshservice? _AI-generated summary from verified user reviews_ ##### Pros - Gli utenti evidenziano la **facilità d'uso** di Freshservice, apprezzandone il design intuitivo e la gestione efficiente dei ticket. - Gli utenti apprezzano l' **interfaccia intuitiva e le funzionalità estese** di Freshservice, semplificando sia i compiti complessi che le attività quotidiane. - Gli utenti apprezzano le **funzionalità di automazione** di Freshservice, migliorando significativamente l'efficienza e semplificando i processi di gestione dei ticket. - Gli utenti elogiano la **varietà di opzioni di organizzazione dei ticket** in Freshservice, migliorando l'efficienza e l'esperienza utente. - Gli utenti apprezzano la **gestione intuitiva dei ticket** in Freshservice, migliorando l'usabilità e semplificando i processi di approvazione interna. ##### Cons - Gli utenti trovano le **funzionalità mancanti** in Freshservice frustranti, in particolare la mancanza di reportistica intuitiva e funzionalità di ricerca. - Gli utenti trovano le **funzionalità limitate** di Freshservice restrittive, influenzando l'efficacia della reportistica e della gestione dei progetti. - Gli utenti trovano la **curva di apprendimento ripida** , con configurazioni complicate e funzionalità di reportistica non intuitive che causano frustrazione. - Gli utenti trovano **opzioni di personalizzazione limitate** in Freshservice, il che può limitare l'adattamento del sistema alle esigenze specifiche dell'azienda. - Gli utenti trovano **i problemi di ticketing** frustranti, specialmente con la segnalazione confusa e la difficoltà nell'estrarre dati per la gestione. #### What Are Recent G2 Reviews of Freshservice? **["Automazione intuitiva senza codice con utili integrazioni API e reportistica"](https://www.g2.com/it/survey_responses/freshservice-review-13141245)** **Rating:** 5.0/5.0 stars _— Shubham C._ [Read full review](https://www.g2.com/it/survey_responses/freshservice-review-13141245) **["Pulito, personalizzabile e veloce—Freshservice ci mantiene organizzati"](https://www.g2.com/it/survey_responses/freshservice-review-13160237)** **Rating:** 4.5/5.0 stars _— Enrique L._ [Read full review](https://www.g2.com/it/survey_responses/freshservice-review-13160237) #### What Are G2 Users Discussing About Freshservice? - [A cosa serve Freshservice?](https://www.g2.com/it/discussions/what-is-freshservice-used-for) - 3 comments, 1 upvote ### [New Relic](https://www.g2.com/it/products/new-relic/reviews) New Relic è la piattaforma di Osservabilità Intelligente tutto-in-uno progettata per aiutare i team di ingegneria e IT a pianificare, costruire, distribuire ed eseguire software con fiducia. Unificando metriche, eventi, log e tracce in un unico cloud di telemetria sicuro, New Relic offre a oltre 25 milioni di ingegneri visibilità in tempo reale e approfondimenti potenziati dall'IA su tutto il loro patrimonio digitale, dal codice al cloud. Progettato per sostituire soluzioni puntuali frammentate, New Relic consolida l'osservabilità full-stack in un'unica fonte di verità. La piattaforma riunisce il monitoraggio delle prestazioni delle applicazioni (APM), il monitoraggio dell'infrastruttura, la gestione dei log, il monitoraggio dell'esperienza digitale (DEM), il monitoraggio dei container e l'AIOps in un'interfaccia coesa. Alimentato da un motore AI avanzato, New Relic abbina automaticamente i dati di telemetria per spostare la risoluzione dei problemi dal debug reattivo alla risoluzione proattiva e predittiva, aiutando i team a ridurre il tempo medio di risoluzione (MTTR) ed eliminare le interruzioni digitali prima che impattino sugli utenti finali. Dotato di oltre 500 integrazioni open source, New Relic si connette senza problemi con il tuo stack esistente. Insieme a una tariffazione trasparente basata sul consumo e sugli utenti, le organizzazioni ottengono piena prevedibilità sui loro costi senza sacrificare la profondità della telemetria. **Average Rating:** 4.4/5.0 **Total Reviews:** 571 #### How Do G2 Users Rate New Relic? - **Ritiene che the product sia stato un valido partner commerciale?:** 8.5/10 (Category avg: 9.1/10) - **Visualizzazione del ciclo di vita:** 8.9/10 (Category avg: 8.8/10) - **Monitoraggio Costante:** 9.5/10 (Category avg: 8.9/10) - **Generazione di Testo AI:** 7.9/10 (Category avg: 7.3/10) #### Who Is the Company Behind New Relic? - **Venditore:** [New Relic](https://www.g2.com/it/sellers/new-relic) - **Sito web dell'azienda:** newrelic.com - **Anno di Fondazione:** 2008 - **Sede centrale:** San Francisco, CA - **Twitter:** @newrelic 65,727 follower su Twitter - **Pagina LinkedIn®:** [www.linkedin.com](https://www.g2.com/it/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 dipendenti su LinkedIn® #### Who Uses This Product? - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Tecnologia dell'informazione e servizi, Software per computer - **Company Size:** 43% Medium, 30% Large #### What Do G2 Reviewers Say About New Relic? _AI-generated summary from verified user reviews_ ##### Pros - Gli utenti apprezzano l' **interfaccia facile e intuitiva** di New Relic, semplificando notevolmente la navigazione e l'usabilità. - Gli utenti apprezzano le capacità di **monitoraggio in tempo reale** di New Relic, migliorando le loro intuizioni e la gestione delle prestazioni delle applicazioni. - Gli utenti apprezzano le capacità di **monitoraggio in tempo reale** di New Relic, che migliorano l'efficienza nella rilevazione e risoluzione dei problemi. - Gli utenti apprezzano le **capacità di osservabilità complete** di New Relic, che consentono un monitoraggio efficace e una comprensione delle prestazioni delle applicazioni. - Gli utenti apprezzano le **analisi dettagliate** e i dashboard personalizzabili di New Relic, migliorando le intuizioni in tempo reale e il monitoraggio delle prestazioni. ##### Cons - Gli utenti trovano il modello di prezzo di New Relic **costoso** , in particolare per i team che gestiscono grandi volumi di dati o più utenti. - Gli utenti trovano il **modello di prezzo costoso** per team più grandi, in particolare quando si tratta di grandi volumi di dati. - Gli utenti trovano la **ripida curva di apprendimento** di New Relic impegnativa, richiedendo tempo per comprendere appieno la piattaforma. - Gli utenti trovano la **complessità** dell'interfaccia e della struttura dei prezzi di New Relic scoraggiante, influenzando la facilità d'uso. - Gli utenti trovano **difficili curve di apprendimento** con NRQL e sovraccarico di funzionalità, rendendo l'integrazione e la navigazione impegnative per i nuovi arrivati. #### What Are Recent G2 Reviews of New Relic? **["Revisione dell'esperienza utente di New Relic"](https://www.g2.com/it/survey_responses/new-relic-review-10695865)** **Rating:** 5.0/5.0 stars _— bhavik m._ [Read full review](https://www.g2.com/it/survey_responses/new-relic-review-10695865) **["Osservabilità End-to-End che Rende la Risoluzione dei Problemi Più Veloce"](https://www.g2.com/it/survey_responses/new-relic-review-13057378)** **Rating:** 4.5/5.0 stars _— Ravindra N._ [Read full review](https://www.g2.com/it/survey_responses/new-relic-review-13057378) #### What Are G2 Users Discussing About New Relic? - [What does observability mean?](https://www.g2.com/it/discussions/what-does-observability-mean) - [How do you use New Relic?](https://www.g2.com/it/discussions/how-do-you-use-new-relic) - [Che cos'è la visibilità full stack?](https://www.g2.com/it/discussions/what-is-full-stack-visibility) - 2 comments - [A cosa serve lo strumento New Relic?](https://www.g2.com/it/discussions/what-is-new-relic-tool-used-for) - 1 comment ### [PagerDuty](https://www.g2.com/it/products/pagerduty/reviews) PagerDuty aiuta le organizzazioni di tutte le dimensioni a offrire esperienze digitali senza interruzioni fornendo approfondimenti in tempo reale e automazione attraverso il PagerDuty Operations Cloud. Progettato per gestire incidenti critici, PagerDuty consente ai team di rilevare, valutare e risolvere i problemi più rapidamente, prevenendo i tempi di inattività e garantendo la continuità aziendale. Caratteristiche principali e funzionalità del prodotto PagerDuty Operations Cloud è il cuore della nostra piattaforma, fornendo risposta proattiva agli incidenti, gestione delle chiamate, flussi di lavoro automatizzati e approfondimenti basati sull'intelligenza artificiale. Con integrazioni senza soluzione di continuità a oltre 700 strumenti, comprese piattaforme di monitoraggio e collaborazione, PagerDuty aiuta i team a centralizzare le loro operazioni per migliorare l'affidabilità del servizio ed evitare interruzioni. Cosa ci rende diversi PagerDuty consente ai team di risolvere problemi critici in modo rapido ed efficiente, migliorando la resilienza operativa e migliorando le prestazioni complessive. Affidato dalle principali organizzazioni, l'Operations Cloud è costruito in modo unico per gestire le complessità delle aziende digitali di oggi. La nostra capacità di fornire risoluzione degli incidenti in tempo reale ci distingue, dando ai leader IT e ai CIO la fiducia per mantenere servizi sempre attivi. Inizia Scopri la potenza del PagerDuty Operations Cloud. Scopri di più e inizia la tua prova gratuita su www.pagerduty.com/free-trial **Average Rating:** 4.5/5.0 **Total Reviews:** 948 #### How Do G2 Users Rate PagerDuty? - **Ritiene che the product sia stato un valido partner commerciale?:** 8.9/10 (Category avg: 9.1/10) - **Visualizzazione del ciclo di vita:** 9.0/10 (Category avg: 8.8/10) - **Monitoraggio Costante:** 9.2/10 (Category avg: 8.9/10) - **Generazione di Testo AI:** 8.1/10 (Category avg: 7.3/10) #### Who Is the Company Behind PagerDuty? - **Venditore:** [PagerDuty](https://www.g2.com/it/sellers/pagerduty) - **Sito web dell'azienda:** www.pagerduty.com - **Anno di Fondazione:** 2009 - **Sede centrale:** San Francisco, CA - **Twitter:** @pagerduty 24,689 follower su Twitter - **Pagina LinkedIn®:** [www.linkedin.com](https://www.g2.com/it/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 dipendenti su LinkedIn® #### Who Uses This Product? - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Tecnologia dell'informazione e servizi, Software per computer - **Company Size:** 44% Medium, 38% Large #### What Do G2 Reviewers Say About PagerDuty? _AI-generated summary from verified user reviews_ ##### Pros - Gli utenti apprezzano le **notifiche automatizzate e basate sulla priorità** di PagerDuty, migliorando la risposta agli incidenti e riducendo il tempo di risoluzione. - Gli utenti apprezzano le **notifiche automatizzate e basate su priorità** di PagerDuty, garantendo risposte tempestive e riducendo i tempi di inattività. - Gli utenti elogiano la **facilità di integrazione e la gestione affidabile** degli avvisi con le funzionalità intuitive di PagerDuty. - Gli utenti apprezzano la **facilità d'uso** di PagerDuty, godendo di funzionalità intuitive e gestione degli incidenti senza soluzione di continuità. - Gli utenti apprezzano le **facili integrazioni** con vari strumenti come Slack e AWS, migliorando la collaborazione e la gestione degli incidenti. ##### Cons - Gli utenti trovano che i **problemi di allerta** in PagerDuty portano a confusione e limitazioni nella personalizzazione del flusso di lavoro, influenzando l'efficienza. - Gli utenti trovano il **prezzo elevato** , soprattutto per i piccoli team e le funzionalità che dovrebbero essere incluse in un unico piano. - Gli utenti trovano la **complessità dell'interfaccia** in PagerDuty impegnativa, in particolare per i nuovi utenti che navigano nel sistema. - Gli utenti spesso trovano il **sistema di allerta inefficiente** opprimente, portando a interruzioni non necessarie e complessità nella gestione. - Gli utenti trovano l' **interfaccia utente complessa** e a volte ingombrante, particolarmente impegnativa per i nuovi utenti che la navigano. #### What Are Recent G2 Reviews of PagerDuty? **["Rimani aggiornato sui tuoi avvisi di gestione degli incidenti in movimento!"](https://www.g2.com/it/survey_responses/pagerduty-review-9920149)** **Rating:** 4.5/5.0 stars _— Joshua O._ [Read full review](https://www.g2.com/it/survey_responses/pagerduty-review-9920149) **["Approccio di efficienza tecnica"](https://www.g2.com/it/survey_responses/pagerduty-review-12856233)** **Rating:** 4.0/5.0 stars _— Johnny C._ [Read full review](https://www.g2.com/it/survey_responses/pagerduty-review-12856233) #### What Are G2 Users Discussing About PagerDuty? - [A cosa serve PagerDuty?](https://www.g2.com/it/discussions/what-is-pagerduty-used-for) - 2 comments - [Who are PagerDuty competitors?](https://www.g2.com/it/discussions/who-are-pagerduty-competitors) - [Quanto costa PagerDuty?](https://www.g2.com/it/discussions/how-much-does-pagerduty-cost) - 1 comment - [Who uses PagerDuty?](https://www.g2.com/it/discussions/who-uses-pagerduty) - [What is PagerDuty software?](https://www.g2.com/it/discussions/what-is-pagerduty-software) ### [incident.io](https://www.g2.com/products/incident-io/reviews) Incidents can be stressful, but they don’t have to be. incident.io helps tech-led businesses navigate incidents from declaration to post-mortem and well beyond. Built on the experience from thousands of incidents, from small bugs to SEV-1’s, incident.io eliminates anxiety, uncertainty, and chaos experienced by responders during an incident. With an elegantly-designed interface, streamlined and transparent communication channels via Slack, and powerful workflows that bring automation and flexibility to your response process, incident.io minimizes communication silos and helps eliminate manual processes. With incident.io, you can focus on improving your product’s reliability and reducing downtime. With over a dozen integrations with popular tools like PagerDuty, Jira, and Backstage, incident.io ensures seamless connectivity throughout the incident response process. Trusted by industry-leading companies, including Etsy, monday.com, and Skyscanner, incident.io empowers faster incident resolution and cultivates shared understanding of roles and responsibilities among your team members. End-to-end incident management from the first alert to the final follow-up, with On-call, incident response, and status pages in one powerful incident management platform. Leveraging powerful dashboards that provide deep insights, engineering teams can learn from past incidents and apply cumulative knowledge to build more resilient products. With an intuitive interface that can be used by everyone — from the SRE, to the CS rep, to the CEO — and a seamless user experience, incident.io meaningfully improves your incident management process so that you can spend less time responding to incidents and more time fostering customer trust. **Average Rating:** 4.8/5.0 **Total Reviews:** 223 #### How Do G2 Users Rate incident.io? - **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.3/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.8/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.3/10 (Category avg: 7.3/10) #### Who Is the Company Behind incident.io? - **Seller:** [incident.io](https://www.g2.com/sellers/incident-io) - **Company Website:** incident.io - **Year Founded:** 2021 - **HQ Location:** New York, US - **Twitter:** @incident\_io 3,684 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4c6104beeef27133e1e1fac5d383c8310d12886bdf922f617cc20c9e1c21cef5&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fincident-io%2F&secure%5Burl_type%5D=linkedin_company_website) 199 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Senior Software Engineer, Site Reliability Engineer - **Top Industries:** Computer Software, Financial Services - **Company Size:** 65% Medium, 22% Large #### What Do G2 Reviewers Say About incident.io? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** of incident.io, which streamlines incident management and enhances overall workflow efficiency. - Users value the **powerful Slack integration** for its efficiency in managing real-time incident responses and communication. - Users praise the **helpful and responsive customer support** of incident.io, making their onboarding seamless and enjoyable. - Users love the **seamless integrations** of incident.io, enhancing incident management and collaboration through various platforms. - Users appreciate the **excellent customer satisfaction** with incident.io's seamless UX and responsive support throughout the process. ##### Cons - Users note the **lack of robust reporting features** for enterprise needs, limiting effective analytics and customizations. - Users note **integration issues** with incident.io, finding it lacks depth and requires manual steps for effectiveness. - Users express frustration over **limited customization** options, particularly for notifications and reporting features in incident.io. - Users express frustration over **limited features** , wishing for enhanced customization and more robust functionality in incident.io. - Users note several **feature issues** with the public API and catalog creation, impacting integration and usability. #### What Are Recent G2 Reviews of incident.io? **["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/it/products/solarwinds-service-desk/reviews) ITSM di livello enterprise che è davvero facile da usare — risolvi i problemi fino al 52% più velocemente con l'AI, la gestione unificata degli asset e l'integrazione nativa di ITOps integrata fin dal primo giorno. SolarWinds Service Desk è una piattaforma di gestione dei servizi IT (ITSM) basata su cloud che consente ai team IT e ad altri dipartimenti aziendali di gestire richieste di servizio, incidenti, asset e flussi di lavoro in un ambiente unificato. È progettata per i professionisti IT, i team del service desk e le organizzazioni che cercano di migliorare le loro capacità di gestione dei servizi senza il sovraccarico di implementazione tipicamente associato agli strumenti ITSM aziendali. La piattaforma copre la gestione degli incidenti, la gestione dei problemi, la gestione dei cambiamenti, la gestione degli asset e il CMDB in un unico prodotto. Un portale self-service configurabile e drag-and-drop e una base di conoscenza facile da usare consentono agli utenti finali di risolvere autonomamente i problemi comuni, mentre le automazioni basate su regole gestiscono l'instradamento dei ticket, la prioritizzazione, l'escalation e le notifiche senza intervento manuale. Dashboard personalizzabili e reportistica offrono ai team visibilità su incidenti, richieste, cambiamenti e asset. Le capacità di AI sono integrate direttamente nei flussi di lavoro degli agenti; includendo la sintesi dei ticket, suggerimenti di soluzioni, collegamenti intelligenti tra incidenti/problemi, redazione di risposte e risoluzioni, generazione di runbook e raccomandazioni per la base di conoscenza. Queste capacità sono disponibili immediatamente senza configurazioni aggiuntive. L'AI è progettata per fornire informazioni rilevanti e azionabili al momento giusto piuttosto che richiedere ai team di costruire o mantenere strumenti AI separati. Come parte del portafoglio SolarWinds, Service Desk si integra nativamente con SolarWinds Observability e strumenti di operazioni IT, consentendo agli avvisi di infrastruttura di generare automaticamente ticket del service desk e dando ai tecnici accesso diretto alla salute dei nodi, ai cambiamenti recenti e ad altri contesti operativi all'interno del record dell'incidente. Le integrazioni native includono anche Microsoft Entra ID per la gestione del ciclo di vita degli utenti, Jira per l'escalation tra team, Automox per la gestione delle patch e un'API aperta per connessioni personalizzate. Service Desk supporta la gestione dei servizi aziendali (ESM), consentendo alle organizzazioni di estendere i processi ITSM oltre l'IT, a dipartimenti come HR, Facilities e Legal, senza prodotti o servizi professionali aggiuntivi. Per i team IT, il carico è minimo: i nuovi portali dipartimentali sono costruiti sulla stessa piattaforma che già gestiscono, utilizzando gli stessi flussi di lavoro, automazioni e reportistica. Questo offre all'IT visibilità e controllo centralizzati in tutta l'organizzazione, riducendo il rischio che i dipartimenti adottino strumenti non autorizzati per colmare le lacune nella copertura dei servizi. Nel complesso, SolarWinds Service Desk offre un set robusto di funzionalità progettate per migliorare l'efficienza della gestione dei servizi, senza mal di testa. Integrando automazione, flussi di lavoro personalizzati e raccomandazioni intelligenti, si distingue come una soluzione completa che non solo risponde alle esigenze immediate dei team IT ma supporta anche obiettivi organizzativi più ampi per un miglioramento della fornitura dei servizi. **Average Rating:** 4.3/5.0 **Total Reviews:** 777 #### How Do G2 Users Rate SolarWinds Service Desk? - **Ritiene che the product sia stato un valido partner commerciale?:** 9.0/10 (Category avg: 9.1/10) - **Visualizzazione del ciclo di vita:** 8.4/10 (Category avg: 8.8/10) - **Monitoraggio Costante:** 8.4/10 (Category avg: 8.9/10) - **Generazione di Testo AI:** 5.9/10 (Category avg: 7.3/10) #### Who Is the Company Behind SolarWinds Service Desk? - **Venditore:** [SolarWinds Worldwide LLC](https://www.g2.com/it/sellers/solarwinds-worldwide-llc) - **Sito web dell'azienda:** www.solarwinds.com - **Anno di Fondazione:** 1999 - **Sede centrale:** Austin, TX - **Twitter:** @solarwinds 19,570 follower su Twitter - **Pagina LinkedIn®:** [www.linkedin.com](https://www.g2.com/it/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 dipendenti su LinkedIn® #### Who Uses This Product? - **Who Uses This:** IT Manager, Systems Administrator - **Top Industries:** Tecnologia dell'informazione e servizi, Ospedali e assistenza sanitaria - **Company Size:** 67% Medium, 23% Large #### What Do G2 Reviewers Say About SolarWinds Service Desk? _AI-generated summary from verified user reviews_ ##### Pros - Gli utenti apprezzano la **facilità d'uso e le capacità di reporting** di SolarWinds Service Desk per una gestione efficiente dei ticket. - Gli utenti apprezzano la **gestione completa degli asset** in SolarWinds Service Desk, migliorando l'efficienza e la personalizzazione per le loro esigenze. - Gli utenti apprezzano la **facilità d'uso** di SolarWinds Service Desk, rendendo semplice la gestione efficiente delle richieste di supporto. - Gli utenti apprezzano la **facilità di invio dei ticket** in SolarWinds Service Desk, facilitando operazioni fluide per i loro team. - Gli utenti apprezzano l' **interfaccia semplificata** di SolarWinds Service Desk, rendendo i processi ITSM accessibili ed efficienti. ##### Cons - Gli utenti trovano **funzionalità mancanti** in SolarWinds Service Desk, portando a limitazioni nella gestione delle esigenze di grandi imprese. - Gli utenti trovano la **funzionalità di ricerca impegnativa** , in particolare quando cercano numeri di etichette di asset specifici senza numeri di ticket. - Gli utenti trovano le **informazioni insufficienti** nel service desk di SolarWinds impegnative, influenzando la gestione dei dispositivi e l'efficienza nella risoluzione dei problemi. - Gli utenti notano le **funzionalità limitate** di SolarWinds Service Desk, ritenendo che manchi di opzioni avanzate di automazione e personalizzazione. - Gli utenti sperimentano **limitazioni dell'app** riguardo all'accesso alle funzionalità, alle personalizzazioni e all'usabilità sui dispositivi mobili in SolarWinds Service Desk. #### What Are Recent G2 Reviews of SolarWinds Service Desk? **["Intuitivo, tutto-in-uno ITSM che semplifica la gestione dei ticket e degli asset"](https://www.g2.com/it/survey_responses/solarwinds-service-desk-review-12748126)** **Rating:** 5.0/5.0 stars _— Lakhan N._ [Read full review](https://www.g2.com/it/survey_responses/solarwinds-service-desk-review-12748126) **["Gestione semplificata dei biglietti, necessita di migliori integrazioni"](https://www.g2.com/it/survey_responses/solarwinds-service-desk-review-13129315)** **Rating:** 4.5/5.0 stars _— Deborah W._ [Read full review](https://www.g2.com/it/survey_responses/solarwinds-service-desk-review-13129315) #### What Are G2 Users Discussing About SolarWinds Service Desk? - [A cosa serve SolarWinds Service Desk?](https://www.g2.com/it/discussions/what-is-solarwinds-service-desk-used-for) - [How does help desk software work?](https://www.g2.com/it/discussions/solarwinds-service-desk-how-does-help-desk-software-work) - [What is remote service desk?](https://www.g2.com/it/discussions/what-is-remote-service-desk) - [What is the purpose of a service desk?](https://www.g2.com/it/discussions/what-is-the-purpose-of-a-service-desk) - [Is SolarWinds service desk on premise?](https://www.g2.com/it/discussions/is-solarwinds-service-desk-on-premise) ### [Xurrent IMR](https://www.g2.com/it/products/xurrent-imr/reviews) Xurrent IMR (Incident Management and Response) è una piattaforma end-to-end progettata per aiutare i team di infrastruttura e supporto a gestire l'intero ciclo di vita della risposta agli incidenti — dal primo avviso al post-mortem finale. Costruita per velocità, chiarezza e responsabilità operativa, offre ai team di reperibilità la struttura necessaria per rispondere in modo deciso quando i sistemi falliscono. Al suo centro, Xurrent IMR unisce correlazione degli avvisi, pianificazione delle reperibilità, delega dei compiti e conformità SLA in un unico flusso di lavoro unificato. Invece di mettere insieme più soluzioni puntuali, i team ottengono un sistema coerente che gestisce ogni fase della risposta agli incidenti senza cambi di contesto. Le capacità chiave includono: Instradamento e correlazione intelligente degli avvisi: Regole di instradamento personalizzate e contesto degli avvisi mettono in evidenza le informazioni giuste al momento giusto, aiutando i team ad accelerare l'analisi delle cause principali e ridurre il rumore. Gestione delle reperibilità con politiche di escalation: Pianificazioni completamente personalizzabili e catene di escalation assicurano che gli incidenti siano riconosciuti e risolti entro le soglie SLA, senza lacune nella copertura. Ruoli negli incidenti, modelli di compiti e playbook: Strutture di delega strutturate riducono il caos durante eventi di alta gravità, assicurando che ogni membro del team conosca le proprie responsabilità prima che si verifichi un incidente. Automazione della risposta: Flussi di lavoro automatizzati abilitano comportamenti di auto-guarigione del sistema, riducendo il tempo medio di risoluzione e minimizzando l'intervento manuale per modelli di fallimento ricorrenti. Analisi avanzata e reportistica: Reportistica a livello di team, servizio e utente offre ai leader dell'ingegneria e delle operazioni la visibilità per misurare le prestazioni, identificare le lacune e migliorare continuamente. Xurrent IMR si integra con oltre 150 strumenti di monitoraggio, osservabilità e ticketing — inclusi Datadog, Prometheus, PagerDuty, Splunk, Jira, ServiceNow, Grafana, New Relic e AWS CloudWatch — rendendolo compatibile con gli stack su cui i team di infrastruttura moderna già fanno affidamento. Che si tratti di gestire un'organizzazione ingegneristica distribuita o un team operativo snello, Xurrent IMR fornisce il livello di coordinamento che trasforma il contrasto reattivo degli incendi in una disciplina ripetibile e misurabile. **Average Rating:** 4.5/5.0 **Total Reviews:** 192 #### How Do G2 Users Rate Xurrent IMR? - **Ritiene che the product sia stato un valido partner commerciale?:** 9.4/10 (Category avg: 9.1/10) - **Visualizzazione del ciclo di vita:** 8.6/10 (Category avg: 8.8/10) - **Monitoraggio Costante:** 9.1/10 (Category avg: 8.9/10) - **Generazione di Testo AI:** 7.7/10 (Category avg: 7.3/10) #### Who Is the Company Behind Xurrent IMR? - **Venditore:** [Xurrent](https://www.g2.com/it/sellers/xurrent) - **Sito web dell'azienda:** www.xurrent.com - **Anno di Fondazione:** 2010 - **Sede centrale:** Santa Barbara, US - **Twitter:** @4me 250 follower su Twitter - **Pagina LinkedIn®:** [www.linkedin.com](https://www.g2.com/it/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 dipendenti su LinkedIn® #### Who Uses This Product? - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Software per computer, Tecnologia dell'informazione e servizi - **Company Size:** 49% Medium, 27% Small #### What Do G2 Reviewers Say About Xurrent IMR? _AI-generated summary from verified user reviews_ ##### Pros - Gli utenti trovano l' **facilità d'uso** di Zenduty eccezionale, elogiando la sua semplice implementazione e l'interfaccia intuitiva. - Gli utenti apprezzano la **facile gestione degli avvisi** in Xurrent IMR, beneficiando di opzioni di comunicazione e integrazione efficaci. - Gli utenti apprezzano le **integrazioni senza soluzione di continuità** con vari sistemi, migliorando la funzionalità e l'esperienza utente in Xurrent IMR. - Gli utenti elogiano il **supporto clienti eccellente e reattivo** di Xurrent IMR, migliorando la loro esperienza complessiva. - Gli utenti apprezzano la **UI fluida e reattiva** di Xurrent IMR, trovandola semplice e facile da usare. ##### Cons - Gli utenti sentono che le **funzionalità mancanti** nel Xurrent IMR limitano le sue capacità e ostacolano un'esperienza migliore. - Gli utenti affrontano **problemi di notifica** con Xurrent IMR, inclusi chiamate spam e avvisi non raggruppati che influenzano la consapevolezza e l'esperienza dell'utente. - Gli utenti hanno difficoltà con **problemi di pianificazione** in Xurrent IMR, trovando l'interfaccia poco intuitiva e inutilmente complessa. - Gli utenti trovano la **curva di apprendimento ripida** , soprattutto per coloro che non hanno familiarità con la gestione degli incidenti o con l'interfaccia confusa. - Gli utenti notano **problemi di funzionalità** con la navigazione e l'automazione, che ostacolano l'esperienza complessiva dell'utente con Xurrent IMR. #### What Are Recent G2 Reviews of Xurrent IMR? **["Avvisi veloci e affidabili con rotazioni di turno fluide in Xcurrent IMR (Zenduty)"](https://www.g2.com/it/survey_responses/xurrent-imr-review-13134339)** **Rating:** 4.5/5.0 stars _— Abhishek S._ [Read full review](https://www.g2.com/it/survey_responses/xurrent-imr-review-13134339) **["Gestione degli incidenti semplificata con un'ottima integrazione e supporto GCP"](https://www.g2.com/it/survey_responses/xurrent-imr-review-12908520)** **Rating:** 4.0/5.0 stars _— Hatim B._ [Read full review](https://www.g2.com/it/survey_responses/xurrent-imr-review-12908520) #### What Are G2 Users Discussing About Xurrent IMR? - [A cosa serve StatusCast?](https://www.g2.com/it/discussions/what-is-statuscast-used-for) - [A cosa serve Zenduty?](https://www.g2.com/it/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: 8.9/10) - **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) ### [Pulseway](https://www.g2.com/it/products/pulseway/reviews) Pulseway è un software RMM, progettato per aiutare gli MSP e i team IT a ridurre i tempi di inattività, prendere il controllo e diventare più efficienti. Pulseway fornisce un software di monitoraggio e gestione IT tutto-in-uno, ricco di funzionalità e moduli per aumentare la tua produttività fin da subito e non perdere mai avvisi critici. - Il software completo di monitoraggio e gestione remota (RMM) di Pulseway offre una visione completa della tua rete. Visualizza i dati operativi per workstation, server, VM, dispositivi di rete e altro, risolvendo i problemi direttamente dalla stessa interfaccia. - Ricevi avvisi immediati sui problemi, risolvili prima che diventino un problema e riduci al minimo i tempi di inattività - in tutta la rete. - Lascia che tu e il tuo team siate completamente produttivi ovunque per offrire un servizio clienti di prima classe ovunque tu sia. - Automatizza i compiti IT ripetitivi e risolvi automaticamente i problemi prima che diventino un problema. - Il controllo remoto mobile integrato di Pulseway consente un accesso remoto semplice, affidabile e fluido a qualsiasi sistema monitorato. Accedi a file, applicazioni e controlla i sistemi remoti come se fossi seduto proprio davanti a loro. Prova oggi Pulseway RMM con una prova gratuita di 14 giorni senza impegno per vedere di persona. **Average Rating:** 4.6/5.0 **Total Reviews:** 120 #### How Do G2 Users Rate Pulseway? - **Ritiene che the product sia stato un valido partner commerciale?:** 9.3/10 (Category avg: 9.1/10) - **Visualizzazione del ciclo di vita:** 9.2/10 (Category avg: 8.8/10) - **Monitoraggio Costante:** 9.8/10 (Category avg: 8.9/10) - **Generazione di Testo AI:** 5.0/10 (Category avg: 7.3/10) #### Who Is the Company Behind Pulseway? - **Venditore:** [MMSoft Design](https://www.g2.com/it/sellers/mmsoft-design) - **Anno di Fondazione:** 2011 - **Sede centrale:** Dublin, Ireland - **Twitter:** @pulsewayapp 6,073 follower su Twitter - **Pagina LinkedIn®:** [www.linkedin.com](https://www.g2.com/it/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 dipendenti su LinkedIn® #### Who Uses This Product? - **Who Uses This:** IT Manager, Owner - **Top Industries:** Tecnologia dell'informazione e servizi, Sicurezza informatica e di rete - **Company Size:** 51% Small, 43% Medium #### What Do G2 Reviewers Say About Pulseway? _AI-generated summary from verified user reviews_ ##### Pros - Gli utenti apprezzano l' **interfaccia intuitiva** di Pulseway, rendendola semplice da implementare e migliorando le esperienze di supporto clienti. - Gli utenti apprezzano la **facile configurazione** di Pulseway, che consente un'implementazione efficiente e una gestione dei servizi migliorata. - Gli utenti elogiano la **facile implementazione** di Pulseway, apprezzando la sua rapida configurazione e le risorse di supporto durante tutto il processo. - Gli utenti apprezzano le **facili integrazioni** di Pulseway, migliorando il loro flusso di lavoro e semplificando la gestione dell'infrastruttura attraverso i sistemi. - Gli utenti apprezzano le **facili integrazioni** con altri software, migliorando la loro esperienza complessiva con Pulseway. ##### Cons - Gli utenti notano le **funzionalità limitate** di Pulseway, in particolare la mancanza di integrazione con Microsoft Office e strumenti di monitoraggio della rete inadeguati. - Gli utenti affrontano **compatibilità limitata** con Pulseway, specialmente per quanto riguarda le sfide di integrazione con Microsoft Office e Linux. - Gli utenti trovano le prestazioni di Pulseway **lente** , in particolare con il sistema di ticketing e durante le ore di punta, influenzando l'usabilità. - Gli utenti ritengono che i prezzi siano **molto alti** rispetto a servizi simili, indicando un potenziale per opzioni di licenza migliori. - Gli utenti esprimono frustrazione per le **funzionalità incomplete** e il costante upselling, complicando la loro esperienza complessiva con Pulseway. #### What Are Recent G2 Reviews of Pulseway? **["Controllo Mobile Brillante e Gestione Remota Versatile"](https://www.g2.com/it/survey_responses/pulseway-review-12750546)** **Rating:** 4.5/5.0 stars _— Rinalon E._ [Read full review](https://www.g2.com/it/survey_responses/pulseway-review-12750546) **["Monitoraggio remoto mobile-friendly di Pulseway con avvisi in tempo reale e automazione"](https://www.g2.com/it/survey_responses/pulseway-review-12795320)** **Rating:** 4.5/5.0 stars _— Luciana S._ [Read full review](https://www.g2.com/it/survey_responses/pulseway-review-12795320) #### What Are G2 Users Discussing About Pulseway? - [Is Pulseway cloud based?](https://www.g2.com/it/discussions/is-pulseway-cloud-based) - [Does Pulseway have a free version?](https://www.g2.com/it/discussions/does-pulseway-have-a-free-version) - [Cosa può monitorare Pulseway?](https://www.g2.com/it/discussions/what-can-pulseway-monitor) - 1 comment - [What is Pulseway used for?](https://www.g2.com/it/discussions/what-is-pulseway-used-for) ### [Rootly](https://www.g2.com/products/rootly/reviews) Rootly is the AI-native on-call and incident management platform that helps you resolve incidents faster, improve system resilience, and streamline on-call operations. It’s your always-on production AI agent that automates root cause analysis and identifies patterns that drive continuous improvement—trusted by thousands of companies like NVIDIA, Replit, Elastic, Canva, Clay, DoorDash, SoFi, and Superhuman. **Average Rating:** 4.8/5.0 **Total Reviews:** 92 #### 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: 8.9/10) - **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:** 58% 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) ### [Better Stack](https://www.g2.com/it/products/better-stack/reviews) Better Stack è uno strumento di osservabilità SRE basato su eBPF e AI. Aiuta gli ingegneri a distribuire software di alta qualità più velocemente e a essere l'eroe dei loro team di ingegneria. **Average Rating:** 4.8/5.0 **Total Reviews:** 329 #### How Do G2 Users Rate Better Stack? - **Ritiene che the product sia stato un valido partner commerciale?:** 9.6/10 (Category avg: 9.1/10) - **Visualizzazione del ciclo di vita:** 9.2/10 (Category avg: 8.8/10) - **Monitoraggio Costante:** 9.6/10 (Category avg: 8.9/10) - **Generazione di Testo AI:** 6.6/10 (Category avg: 7.3/10) #### Who Is the Company Behind Better Stack? - **Venditore:** [Better Stack](https://www.g2.com/it/sellers/better-stack-3c077b8c-37c5-4d79-9e19-15cf3bd1960b) - **Anno di Fondazione:** 2021 - **Sede centrale:** San Francisco, CA - **Twitter:** @BetterStackHQ 10,698 follower su Twitter - **Pagina LinkedIn®:** [www.linkedin.com](https://www.g2.com/it/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 dipendenti su LinkedIn® #### Who Uses This Product? - **Who Uses This:** CEO, CTO - **Top Industries:** Software per computer, Tecnologia dell'informazione e servizi - **Company Size:** 88% Small, 8% Medium #### What Do G2 Reviewers Say About Better Stack? _AI-generated summary from verified user reviews_ ##### Pros - Gli utenti apprezzano la **facilità d'uso** in Better Stack, elogiando la sua configurazione intuitiva e le capacità di monitoraggio affidabili. - Gli utenti evidenziano la **facilità di configurazione** di Better Stack, apprezzandone la semplicità e il processo di integrazione fluido. - Gli utenti elogiano la **eccellente interfaccia utente** di Better Stack, migliorando l'efficienza del monitoraggio e del flusso di lavoro per i team di sviluppo. - Gli utenti evidenziano la **straordinaria facilità di configurazione** di Better Stack, rendendolo rapido e intuitivo da avviare. - Gli utenti apprezzano le **notifiche istantanee** di Better Stack, garantendo risposte tempestive ai problemi di inattività e una gestione proattiva degli incidenti. ##### Cons - Gli utenti trovano il prezzo di Better Stack **costoso** dopo i limiti del livello gratuito, in particolare per le funzionalità personalizzate. - Gli utenti sono frustrati dalla **mancanza di funzionalità** come l'integrazione con Discord e le restrizioni sui cambiamenti di proprietà del sito web. - Gli utenti trovano i **problemi di prezzo** problematici dopo aver superato i limiti del livello gratuito, con costi più elevati per le funzionalità avanzate. - Gli utenti trovano che Better Stack abbia **funzionalità limitate** , come il supporto ritardato per domini personalizzati e la mancanza di opzioni per la dashboard. - Gli utenti trovano la **gestione dei log impegnativa** , lottando con la navigazione dell'interfaccia utente e occasionali fallimenti nella raccolta dei log. #### What Are Recent G2 Reviews of Better Stack? **["Strumento essenziale gratuito per un monitoraggio del sito web senza sforzo"](https://www.g2.com/it/survey_responses/better-stack-review-13077620)** **Rating:** 4.5/5.0 stars _— Utente verificato in Media online_ [Read full review](https://www.g2.com/it/survey_responses/better-stack-review-13077620) **["Better Stack semplifica il monitoraggio, l'allerta e i log con un rilevamento delle interruzioni rapido e affidabile."](https://www.g2.com/it/survey_responses/better-stack-review-12954208)** **Rating:** 4.5/5.0 stars _— Ravindra N._ [Read full review](https://www.g2.com/it/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/it/discussions/which-tools-can-you-use-to-monitor-a-website-s-uptime) - [What is Hexometer browser?](https://www.g2.com/it/discussions/better-uptime-what-is-hexometer-browser) - [What is betteruptime?](https://www.g2.com/it/discussions/what-is-betteruptime) - [Uptime migliore è gratuito?](https://www.g2.com/it/discussions/is-better-uptime-free) - 7 comments, 1 upvote ### [Sherlocks.ai](https://www.g2.com/it/products/sherlocks-ai/reviews) Sherlocks.ai è uno strumento di gestione SRE guidato dall'IA che gestisce gli avvisi, automatizza l'analisi delle cause principali in pochi secondi e garantisce l'affidabilità del sistema 24/7. Il tuo compagno di squadra SRE AI impedisce al tuo team di essere sveglio alle 2 del mattino, gestendo intelligentemente gli incidenti, eseguendo runbook e fornendo approfondimenti in tempo reale. Aiuta i team a prevenire i tempi di inattività, ridurre il lavoro operativo e mantenere sistemi ad alte prestazioni. Le integrazioni richiedono meno di 30 minuti. Sherlocks.ai si connette senza problemi con strumenti di osservabilità e cloud popolari come Kubernetes, Datadog, Prometheus, AWS, New Relic, e invia notifiche direttamente a Slack. **Average Rating:** 4.9/5.0 **Total Reviews:** 28 #### How Do G2 Users Rate Sherlocks.ai? - **Ritiene che the product sia stato un valido partner commerciale?:** 9.8/10 (Category avg: 9.1/10) - **Visualizzazione del ciclo di vita:** 10.0/10 (Category avg: 8.8/10) - **Monitoraggio Costante:** 9.1/10 (Category avg: 8.9/10) - **Generazione di Testo AI:** 9.5/10 (Category avg: 7.3/10) #### Who Is the Company Behind Sherlocks.ai? - **Venditore:** [sherlocks.ai](https://www.g2.com/it/sellers/sherlocks-ai) - **Anno di Fondazione:** 2025 - **Sede centrale:** Palo Alto, US - **Pagina LinkedIn®:** [www.linkedin.com](https://www.g2.com/it/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 dipendenti su LinkedIn® #### Who Uses This Product? - **Top Industries:** Tecnologia dell'informazione e servizi, Software per computer - **Company Size:** 54% Small, 36% Medium #### What Do G2 Reviewers Say About Sherlocks.ai? _AI-generated summary from verified user reviews_ ##### Pros - Gli utenti apprezzano la **perfetta integrazione con Slack** di Sherlocks.ai, che consente una comunicazione istantanea e una risoluzione più rapida dei problemi. - Gli utenti apprezzano la **gestione efficace degli avvisi** di Sherlocks.ai, migliorando significativamente la risposta agli incidenti e riducendo il rumore dai falsi positivi. - Gli utenti elogiano le **integrazioni senza soluzione di continuità** di Sherlocks.ai, migliorando l'efficienza e i tempi di risposta nelle loro operazioni. - Gli utenti apprezzano la **straordinaria soddisfazione del cliente** fornita da Sherlocks.ai, migliorando l'efficienza del team e la risoluzione dei problemi. - Gli utenti amano la **facilità d'uso** di Sherlocks.ai, che consente un rapido accesso agli approfondimenti e risoluzioni tempestive tramite Slack. ##### Cons - Gli utenti riscontrano **problemi di bug** con falsi allarmi e casi limite mancati, anche se il team di supporto è reattivo. - Gli utenti trovano la **configurazione iniziale complessa** , richiedendo una messa a punto per ottimizzare le tempistiche degli incidenti per un uso efficace. - Gli utenti riscontrano **problemi di notifica** con avvisi rumorosi in flussi unici, richiedendo supporto aggiuntivo per le regolazioni del filtro. - Gli utenti affrontano **errori di automazione** in Sherlocks.ai che richiedono aggiustamenti manuali o configurazioni personalizzate di webhook. - Gli utenti trovano il **processo di configurazione complesso** impegnativo, richiedendo configurazioni aggiuntive e interazioni di supporto per un uso efficace. #### What Are Recent G2 Reviews of Sherlocks.ai? **["Sherlocks.ai ha allineato i nostri team di sviluppo e DevOps"](https://www.g2.com/it/survey_responses/sherlocks-ai-review-12169432)** **Rating:** 5.0/5.0 stars _— Deepank A._ [Read full review](https://www.g2.com/it/survey_responses/sherlocks-ai-review-12169432) **["Sherlocks.ai Mantiene Suprsend Affidabile e il Nostro Team Concentrato"](https://www.g2.com/it/survey_responses/sherlocks-ai-review-11845627)** **Rating:** 5.0/5.0 stars _— Gaurav V._ [Read full review](https://www.g2.com/it/survey_responses/sherlocks-ai-review-11845627) - ‹ Prev‹ Prev - 1 - [2](/categories/incident-management?open_modal_url=%2Fproducts%2Flogicgate-risk-cloud%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fincident-management%26source%3Dcategory&order=g2_score&page=2#product-list) - [3](/categories/incident-management?open_modal_url=%2Fproducts%2Flogicgate-risk-cloud%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fincident-management%26source%3Dcategory&order=g2_score&page=3#product-list) - [4](/categories/incident-management?open_modal_url=%2Fproducts%2Flogicgate-risk-cloud%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fincident-management%26source%3Dcategory&order=g2_score&page=4#product-list) - [5](/categories/incident-management?open_modal_url=%2Fproducts%2Flogicgate-risk-cloud%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fincident-management%26source%3Dcategory&order=g2_score&page=5#product-list) - … - [8](/categories/incident-management?open_modal_url=%2Fproducts%2Flogicgate-risk-cloud%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fincident-management%26source%3Dcategory&order=g2_score&page=8#product-list) - [9](/categories/incident-management?open_modal_url=%2Fproducts%2Flogicgate-risk-cloud%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fincident-management%26source%3Dcategory&order=g2_score&page=9#product-list) - [Next ›Next ›](/categories/incident-management?open_modal_url=%2Fproducts%2Flogicgate-risk-cloud%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fincident-management%26source%3Dcategory&order=g2_score&page=2#product-list) Spotlight Categories [Anti Money Laundering Software](https://www.g2.com/categories/anti-money-laundering) [Payroll Software](https://www.g2.com/categories/payroll) [Event Management Platforms](https://www.g2.com/categories/event-management-platforms) [Virtual Data Room Software](https://www.g2.com/categories/virtual-data-room-vdr) [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce) Similar Categories - [Application Portfolio Management](/categories/application-portfolio-management) - [Auto Scaling](/categories/auto-scaling) - [Cloud Cost Management](/categories/cloud-cost-management) - [Cloud Management Platforms](/categories/cloud-management-platforms) - [Cloud Migration Assessment Tools](/categories/cloud-migration-assessment-tools) - [Columnar Databases](/categories/columnar-databases) - [Data as a Service (DaaS)](/categories/data-as-a-service-daas) - [Data Destruction](/categories/data-destruction) - [Data Extraction](/categories/data-extraction-tools) - [Data Governance](/categories/data-governance-tools) - [Data Observability](/categories/data-observability) - [Data Recovery](/categories/data-recovery) - [Digital Employee Experience (DEX) Management](/categories/digital-employee-experience-dex-management) - [Digital Experience Monitoring (DEM)](/categories/digital-experience-monitoring-dem) - [Digital Governance](/categories/digital-governance) [Browse Incident Management Themes](/categories/incident-management/themes) ![Tian Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tian Lin") TL Researched and written by [Tian Lin](https://research.g2.com/insights/author/tian-lin) Updated 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 | | ITIL-aligned incident workflows with CMDB context | User Review "User-Friendly Incident Management Platform That Saves Time" | | | Proactive endpoint incident detection with automated remediation | User Review "Impowered Our MSP to Resolve Issues Quickly and Grow Quickly" | | | Multi-channel on-call alerting with workflow automation | User Review "No-Code Flow Designer and Reliable Multi-Channel Escalations" | | | Atlassian-native ITSM with dev-ops integration | User Review "Seamless Jira Integration That Streamlines Service Requests and Support Workflows" | | | ITIL-aligned ticketing with workflow automation | User Review "User-Friendly No-Code Automation with Helpful API Integrations and Reporting" | | | Full-stack observability with distributed tracing | User Review "New Relic User Experience Review" | | | Multi-channel on-call alerting with escalation policies | User Review "Stay on top of your incident management alerts on the Go!" | | | Slack-native incident coordination with automated workflows | User Review "Native Slack Incident Management That Automates Follow-Ups and Post-Mortems" | | | Asset-linked incident tracking with integrated change control | User Review "Intuitive, All-in-One ITSM That Streamlines Ticketing and Asset Management" | | | Multi-channel alert routing with escalation policies | User Review "Fast, Reliable Alerting with Smooth Shift Rotations in Xcurrent IMR (Zenduty)" | * * * Show More * * * ## How Do You Choose the Right Incident Management Software? ### What You Should Know About Incident Management Software ### What is Incident Management Software? Incident management software helps businesses preserve the uptime of their digital assets. IT teams use incident management systems to alert them to major problems or downtime, generate reports surrounding the outage or issue, and guide a plan of action in addressing the problem. These service management functionalities can be especially beneficial in situations where companies have numerous assets to monitor at once or a few mission-critical assets to monitor in real time. Regardless of which scenarios, IT service management automation is the key to fast incident response time. This type of software automatically assigns the tasks to the appropriate teams, provides insights into the cases, and generates actionable reports to optimize the IT incidents handling process. For example, a good incident management system will determine if a case should alert the [DevOps](https://www.g2.com/categories/devops) team or the [IT service management (ITSM)](https://www.g2.com/categories/it-service-management-itsm-tools) teams based on the type of the problem or prioritization.  Incident management solutions ensure critical IT infrastructures have as much uptime as possible. Once an incident is spotted by monitoring software or an end-user report, the tool automates [notifications](https://www.g2.com/categories/incident-management/f/notifications) to all relevant team members or personnel via email, text, call, or communication software. By notifying the exact people or teams needed to address an issue and preparing an immediate report of the issue, incident management software helps the IT teams find root causes and deal with them quickly. The most reliable incident management software for IT teams and system administrators typically combines fast alert delivery, on-call rotation management, and integration with existing monitoring and collaboration tools into a single platform that runs without interruption during critical incidents. Based on G2 reviews, IT operations and SRE teams evaluate incident management software by comparing MTTR reduction, on-call scheduling flexibility, and how cleanly the platform integrates with existing monitoring, ticketing, and chat tools. ### What are the Common Features of Incident Management Software? The following are some core features within incident management tools that can help users maintain their IT system’s uptime: **Self-service portal:** Before a ticket is submitted, incident management software should provide a knowledge base to answer common problems of employees. This saves the ITSM team time and streamlines repetitive problems. [**Incident assignment**](https://www.g2.com/categories/incident-management/f/ticket-assignment) **:** Designate the reported incident to the right team according to the types of problems. Without this feature, the IT team will need to identify the type of the problems first, which slows down the SLA time.  **ITIL management:** Most incident management software will come with an ITIL, which is a library of volumes describing a framework of best practices for delivering IT services. The software can guide the IT team to follow this framework in their ITSM operation. **Immediate alerting:** With incident management systems, users can mail, text, call, or integrate with team communication software to notify all relevant personnel, notifying them of an issue’s occurrence and any pertinent details surrounding it. **Incident tracking:** The software helps set different SLA policies to track deadlines based on elapsed time and types of problems. This can be further [customized by priority](https://www.g2.com/categories/incident-management/f/ticket-prioritization) so that the ITSM team can allocate appropriate time for every incident. The software should also automatically notify the support team of unsolved incidents before their SLA breaches. [**Standardized workflow**](https://www.g2.com/categories/incident-management/f/standardization) **:** Note what failed and potential troubleshooting steps towards service restoration. Some incident management solutions integrate with monitoring and log analytics software to suggest the root cause of the issue. **Mobile app** : Some incident management software offer a mobile app so that cases can be reported and handled on mobile devices. **Reports and analytics:** Incident reports detail how on-call workloads are distributed and handled. Some software also have customer satisfaction reports to better understand customer feedback and improve service quality. This is necessary to optimize the ITSM team’s work to prepare for future cases.  Based on G2 reviews, the best incident management software for MTTR automation lets IT engineering teams reduce mean time to acknowledge and mean time to resolve through automated alert routing, on-call scheduling, and pre-built response workflows that page the right responder without manual triage. Reviewers describe the best incident management tools for on-call scheduling and alert routing as those that combine flexible rotation policies, intelligent escalation paths, and direct integration with Slack, Jira, and major monitoring tools, so on-call engineers spend less time managing communication and more time fixing the actual problem. SRE and DevOps teams point to automated response chains and incident timelines built in the background as the features that separate platforms they actively use during outages from ones that add operational overhead. Other features of incident management software: [Ticket Creation](https://www.g2.com/categories/incident-management/f/ticket-creation), [Ticket Designation](https://www.g2.com/categories/incident-management/f/ticket-designation). ### What are the Benefits of Incident Management Software? Incident management tools can have a variety of benefits, here are a few: **Save costs:** Downtime can quickly cost businesses money and clients (both potential and current). Incident management solutions help businesses get back to a full capacity more quickly, minimizing losses from downtime. While incident management tools cost money, a manual incident resolution will decrease customer satisfaction and hurt revenue generation in the long run. For example, without the alerting feature from the incident reporting capability, the help desk could miss a case buried in emails and breach SLA.  **Increase productivity:** The IT team can follow the ITIL protocols to handle the problem in the best practices. They can also collaborate with other teams depending on the type of the problems. This takes the guesswork out of the ITSM process by knowing what to do and who to work with.  **Unify visibility:** Both incident reporters and IT managers gain significant visibility to the ITSM process. The incident reporters can track what’s happening to their tickets and when they will be solved. This will keep the end users informed and happy. For IT managers, they can identify what assets are causing the problem (software bugs or hardware malfunction) and fix them appropriately. They can also acknowledge the ITSM team’s performance based on customer satisfaction scores and SLA metrics. This allows them to take action where needed. ### Who Uses Incident Management Software? **IT teams:** Business’ IT teams will be the strongest users of incident management tools. Since the software is specifically designed for reporting any disturbances to proper workflow, incident management can be used to great effect by anyone from dedicated support teams to digital asset teams (databases, virtual servers, applications, etc.) and beyond. These teams can use incident management software in conjunction with other monitoring tools, service desk tools, and more. **Employees:** When employees are having technical difficulties, they can report the problem on the incident management software. Many external IT problems are also spotted by employees before the customers, so it is important to fix them quickly. **Customers:** Customers can report IT problems and track when they will be solved. Incident management is the key to customer satisfaction and revenue generation.  Based on G2 reviews, incident management software with ITIL SLA tracking is a frequent evaluation criterion for mid-size IT teams looking to formalize incident, problem, and change management processes without the implementation lift of enterprise ITSM platforms. Reviewers describe SLA breach alerts, audit-ready incident histories, and structured workflows around incident categorization as the features that move a growing IT team from ad-hoc ticketing into a repeatable service management practice. #### Software Related to Incident Management Software Related solutions that can be used together with incident management software include: [Video conferencing](https://www.g2.com/categories/video-conferencing) **and** [audio conferencing software](https://www.g2.com/categories/audio-conferencing) **:** Video conferencing and audio conferencing software help drive troubleshooting efforts by providing an immediate avenue to communicate with all relevant parties. Since incidents tend to require immediate action to maximize uptime, it’s best to begin troubleshooting efforts as soon as possible.  [Log analysis software](https://www.g2.com/categories/log-analysis) **:** When something fails, the first place to check for a potential failure explanation is in logging. Application logs, server logs, and other logs are great leads to finding the solutions. Log analysis software assists in sorting through those logs, making it easier to find failure points and restore service. [Service desk software](https://www.g2.com/categories/service-desk) **:** Internal transparency is critical to incident management, not only because of auditing but also because it is essential to not repeat troubleshooting steps. Repeating the same (failed) steps means extra time spent not fixing an issue. Service desk tools help with transparency by providing a ticketing system where issues and attempted fixes can be tracked. ### Challenges with Incident Management Software Software solutions can come with their own set of challenges.  **Minor incident detection:** Not all major incidents are going to display an immediate sign that something is wrong. In situations like that, it can be difficult to hit that one "key" factor that’s going to set off an incident alert. For potential issues like those that a company could potentially come across, it’s important to consider setting up some warning alerts for signs of a possible incoming major incident. **Links to known issues:** In IT and development, issues that have occurred before or frequently are called known issues. While some of these might be well known among relevant teams, others might be obscure or even previously considered one-off issues. As a result, knowledge surrounding how to address the issue might be difficult to come by at first. Users can pair an incident management solution with knowledge management software to assist their teams in addressing issues more quickly. **ITIL compliant:** There is no standard or governance for ITIL. Adopting the ITSM processes that worked elsewhere doesn’t mean the company is complying with ITIL. The best practice is that IT teams should regularly review customer feedback and adjust their processes accordingly. After all, ITIL is all about efficiency and performance rather than compliance. Following ITIL blindly will make the ITSM process inflexible and unfit for others. ### How to Buy Incident Management Software #### Requirements Gathering (RFI/RFP) for Incident Management Software Whether a company is looking for its first incident management software or trying to replace an existing one, g2.com can help find the best solution. The company’s needs when searching for incident management software often relate to specifically desired data and metrics. For example, the user may be most interested in analyzing SLA breaches. Buyers should make a ranked list of the features that most directly address the problems they’re trying to solve, then reference G2 reviews to find the right fit. Prioritizing the desired feature set can help narrow down the potential pool of incident management solutions, allowing teams to then apply further considerations for budget, ease of integration with other systems, security requirements, and more. This holistic approach empowers buyers to move forward with a focused checklist, which can be used in conjunction with G2 scoring to select the best incident management tool for the business. #### Compare Incident Management Software **Create a long list** When searching for incident management software, companies need to identify compatibility requirements for existing communication tools, monitoring software, and knowledge management software. Buyers should make a list of important existing software that needs to be integrated, then filter out the incident management tools that can’t be integrated. For example, many incident management software are SaaS solutions that only work with other SaaS solutions on the cloud. If the company's IT operations and incident management process are on-premises, then the company should seriously check if its legacy IT infrastructure fits the incident management software.  **Create a short list** It helps to cross-reference the results of initial vendor evaluations with G2 reviews from other buyers, the combination of which will help to narrow in on a short three to five product list. From there, buyers can compare pricing and features to determine the best fit. Some vendors don’t charge implementation costs while some do.  **Conduct demos** As a rule of thumb, companies should make sure to demo all of the products that end up on their short list. During demos, buyers should ask specific questions related to the functionalities they care most about; for example, one might ask to be walked through what actionable insights are generated from an SLA breach report.  #### Selection of Incident Management Software **Choose a selection team** Regardless of a company’s size, it’s important to involve the most relevant personas when beginning the incident management software selection process. Larger companies may include the ITSM teams, procurement teams, IT managers, and engineers who will be working with the software most closely. Smaller companies with fewer employees might just need IT managers to fill the role. **Negotiation** Many vendors offer full software license platforms that go beyond incident management (on-premises) to include knowledge management and observability platforms. While some companies will not budge on the configurations of their packages, buyers looking to trim costs should try to negotiate down to the specific functions that matter to them to get the best price. For example, a vendor’s pricing page where incident management functionality is only included with a robust all-in-one monitoring package, whereas a sales conversation may prove otherwise.  **Final decision** After this stage, it is important to perform a trial run if possible with a small selection of IT professionals or developers. This will help to ensure that the incident management software of choice integrates well with an ITSM specialist’s systems setup or an engineer’s day-to-day work. If the incident management tool is well liked and well utilized, the buyer can take that as a sign that their selection is the right one. If not, looking back at the other options may be necessary.