# Best Incident Management Software ## How Many Incident Management Software Products Does G2 Track? **Total Products under this Category:** 133 ### Category Stats (Aug 2026) - **Average Rating:** 4.43/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product:** Alloy Navigator (+0.48%) - Among all products in this category, Alloy Navigator recorded the largest rating increase compared to last month _Last updated: August 05, 2026_ ## How Does G2 Rank Incident Management Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 17,500+ 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=2026-08-05T23%3A07%3A41Z&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%252Fspike-sh%252Fwishlists%253Fhost_path%253D%25252Fcategories%25252Fincident-management%2526source%253Dcategory&secure%5Btoken%5D=1407188a071daf5f0872747d38b00760e0e0d8c0a8493d10141d8d7410e5f1b2&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:** 1,820 #### How Do G2 Users Rate ServiceNow IT Service Management? - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.7/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.9/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.3/10 (Category avg: 7.3/10) #### Who Is the Company Behind ServiceNow IT Service Management? - **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow) - **Company Website:** www.servicenow.com - **Year Founded:** 2004 - **HQ Location:** Santa Clara, CA - **Twitter:** @servicenow 55,548 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8f146dd2da6255ae21db2f89043b268912043fe250660dfee40ba3c0574bb1ba&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F29352%2F&secure%5Burl_type%5D=linkedin_company_website) 35,081 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Consultant, Software Engineer - **Top Industries:** Information Technology and Services, Hospital & Health Care - **Company Size:** 65% Large, 19% Medium #### What Do G2 Reviewers Say About ServiceNow IT Service Management? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** of ServiceNow IT Service Management, streamlining service management tasks efficiently. - Users value the **rich platform** of ServiceNow for comprehensive ITSM task management and visibility. - Users value the **streamlined efficiency** of ServiceNow IT Service Management, enhancing service delivery and user satisfaction. - Users value the **customizable functionalities** and **easy integrations** that enhance the efficiency of IT Service Management. - Users appreciate the **strong automation capabilities** of ServiceNow, enhancing IT operations and improving overall efficiency. ##### Cons - Users find the **learning curve steep** , requiring significant knowledge and configuration for effective use of ServiceNow ITSM. - Users find ServiceNow ITSM **too expensive** , particularly due to high licensing and implementation costs for advanced features. - Users find the **complexity** of ServiceNow IT Service Management challenging, especially without dedicated expertise and adequate training. - Users find the **limited customization** options in ServiceNow IT Service Management can hinder optimal functionality and usability. - Users find **customization difficult** in ServiceNow IT Service Management, contributing to a steep learning curve and added costs. #### What Are Recent G2 Reviews of ServiceNow IT Service Management? **["Effortless Incident Management with Real-Time Updates"](https://www.g2.com/survey_responses/servicenow-it-service-management-review-13173823)** **Rating:** 5.0/5.0 stars _— Manket K._ [Read full review](https://www.g2.com/survey_responses/servicenow-it-service-management-review-13173823) **["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) #### 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:** 4,934 #### 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:** 766 #### How Do G2 Users Rate xMatters? - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.0/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.3/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.3/10 (Category avg: 7.3/10) #### Who Is the Company Behind xMatters? - **Seller:** [Everbridge](https://www.g2.com/sellers/everbridge) - **Company Website:** www.everbridge.com - **Year Founded:** 2002 - **HQ Location:** Vienna, VA - **Twitter:** @Everbridge 4,786 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4dfea575b77455a8e7892fffee701411f8983277b7fd4accc12c0de5f667bbcd&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F33883&secure%5Burl_type%5D=linkedin_company_website) 1,609 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Software Engineer, Incident Manager - **Top Industries:** Information Technology and Services, Financial Services - **Company Size:** 58% Large, 27% Medium #### What Do G2 Reviewers Say About xMatters? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **reliable and fast incident notifications** of xMatters, streamlining communication during critical moments. - Users appreciate the **ease of use** of xMatters, benefiting from streamlined communication and task automation in incident management. - Users appreciate the **consistent communication and robust notifications** of xMatters, enhancing incident response and collaboration. - Users value the **powerful automation** features of xMatters, simplifying complex tasks and enhancing incident management efficiency. - Users value the **timely notification alerts** from xMatters, enhancing their responsiveness and operational efficiency. ##### Cons - Users find the **learning curve complicated** , making initial setup and configuration time-consuming and challenging. - Users find the **steep learning curve** of xMatters challenging, especially during initial setup and configuration. - Users find that **alert issues** with xMatters lead to scheduling complications and frustrating delays in urgent notifications. - Users face a **complex setup** process with a steep learning curve, making initial configuration challenging. - Users find the **difficult setup** of notification workflows time-consuming, impacting early adoption and requiring careful attention to details. #### What Are Recent G2 Reviews of xMatters? **["No-Code Flow Designer and Reliable Multi-Channel Escalations"](https://www.g2.com/survey_responses/xmatters-review-12874202)** **Rating:** 5.0/5.0 stars _— Zuhaib I._ [Read full review](https://www.g2.com/survey_responses/xmatters-review-12874202) **["X-Matters Makes 2 AM Escalations Effortless with Reliable Multi-Channel Alerts"](https://www.g2.com/survey_responses/xmatters-review-12974416)** **Rating:** 5.0/5.0 stars _— Alexander P._ [Read full review](https://www.g2.com/survey_responses/xmatters-review-12974416) #### What Are G2 Users Discussing About xMatters? - [What is xMatters used for?](https://www.g2.com/discussions/what-is-xmatters-used-for) - 1 comment ### [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) Jira Service Management is an IT Service Management (ITSM) solution. Built on the Atlassian platform, Jira Service Management enables teams to deliver and manage services for internal and external stakeholders. Teams from Development to IT to HR use Jira Service Management to intake requests from employees, respond to incidents, deploy changes to improve products or services, track assets, surface knowledge, and automate workflows. **Average Rating:** 4.3/5.0 **Total Reviews:** 964 #### How Do G2 Users Rate Jira Service Management? - **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.0/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.9/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.0/10 (Category avg: 7.3/10) #### Who Is the Company Behind Jira Service Management? - **Seller:** [Atlassian](https://www.g2.com/sellers/atlassian) - **Company Website:** www.atlassian.com - **Year Founded:** 2002 - **HQ Location:** Sydney and San Francisco - **Twitter:** @Atlassian 106,496 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2a96146f2051a6b8a9a49a13db5b2aa2c98263324b90f1bc18b4ceec70d380b0&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fatlassian&secure%5Burl_type%5D=linkedin_company_website) 21,081 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 42% Medium, 38% Large #### What Do G2 Reviewers Say About Jira Service Management? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** in Jira Service Management, facilitating smooth collaboration across departments and impactful customization. - Users value the **seamless integration** of Jira Service Management with Atlassian tools, enhancing collaboration across teams. - Users appreciate the **built-in automation** in Jira Service Management, streamlining tasks like ticket assignment and notifications. - Users value the **user-friendly ticket management** system that simplifies incident tracking and ensures smooth operations. - Users appreciate the **tracking ease** of Jira Service Management, highlighting its robust SLA tracking and efficient issue management. ##### Cons - Users highlight the **steep learning curve** of Jira Service Management, making it challenging for new or non-technical teams. - Users find the **steep learning curve** of Jira Service Management daunting, making initial setup and configuration challenging. - Users find the **steep learning curve** of Jira Service Management challenging, hindering adoption for new or non-technical teams. - Users find the **complex setup** process of Jira Service Management challenging, particularly for new users and non-technical teams. - Users find the **complex UI** challenging, especially for custom metrics and quick checks, affecting their workflow. #### What Are Recent G2 Reviews of Jira Service Management? **["Seamless Jira Integration That Streamlines Service Requests and Support Workflows"](https://www.g2.com/survey_responses/jira-service-management-review-13071435)** **Rating:** 4.5/5.0 stars _— Ravindra N._ [Read full review](https://www.g2.com/survey_responses/jira-service-management-review-13071435) **["Clear Ticket Visibility and Smooth Communication in Jira Service Management"](https://www.g2.com/survey_responses/jira-service-management-review-13195687)** **Rating:** 5.0/5.0 stars _— Sree K._ [Read full review](https://www.g2.com/survey_responses/jira-service-management-review-13195687) #### What Are G2 Users Discussing About Jira Service Management? - [What is Jira Service Management used for?](https://www.g2.com/discussions/what-is-jira-service-management-used-for) - 2 comments, 1 upvote - [What does Jira Service Desk do?](https://www.g2.com/discussions/what-does-jira-service-desk-do) - 1 comment - [Does Jira Service Desk include JIRA software?](https://www.g2.com/discussions/does-jira-service-desk-include-jira-software) - [What are the features of JIRA?](https://www.g2.com/discussions/jira-service-management-what-are-the-features-of-jira) - 1 comment - [Is Jira a service management tool?](https://www.g2.com/discussions/is-jira-a-service-management-tool) - 2 comments ## 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/products/freshservice/reviews) Freshservice by Freshworks is an AI-powered ServiceOps platform built for modern enterprises that need to move fast without sacrificing control. By unifying ITSM, ITOM, IT asset management, and enterprise service management on a single platform with a shared data layer, Freshservice eliminates the tool sprawl and visibility gaps that slow teams down - creating one source of truth across services, assets, and infrastructure. IT teams get full visibility into their environment: automated discovery, a robust CMDB for impact analysis and root cause resolution, and streamlined incident, problem, change, and major incident management. Beyond IT, Freshservice extends seamlessly to HR, finance, and facilities - giving every business team the same consistent, efficient service experience without the complexity of separate tools. Freshservice comes with a natively embedded AI layer called Freddy AI, that helps agents resolve issues faster, automates employee service requests, and gives leaders the insights they need to make better decisions. The result isn't just faster service; it's a fundamentally more proactive operation that surfaces and resolves issues before they impact employees. **Average Rating:** 4.6/5.0 **Total Reviews:** 1,299 #### How Do G2 Users Rate Freshservice? - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.5/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.3/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.8/10 (Category avg: 7.3/10) #### Who Is the Company Behind Freshservice? - **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks) - **Company Website:** www.freshworks.com - **Year Founded:** 2010 - **HQ Location:** San Mateo, CA - **Twitter:** @FreshworksInc 19,020 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=5f531480627d021846a1bab97814f28776888079b40b7e07b52045e7d1e35c99&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffreshworks-inc%2F&secure%5Burl_type%5D=linkedin_company_website) 7,505 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** IT Manager, IT Director - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 61% Medium, 21% Large #### What Do G2 Reviewers Say About Freshservice? _AI-generated summary from verified user reviews_ ##### Pros - Users highlight the **ease of use** of Freshservice, appreciating its intuitive design and efficient ticket management. - Users appreciate the **intuitive interface and extensive features** of Freshservice, simplifying both complex tasks and daily activities. - Users value the **automation features** of Freshservice, significantly enhancing efficiency and streamlining ticket management processes. - Users praise the **variety of ticket organization options** in Freshservice, enhancing efficiency and user experience. - Users value the **intuitive ticket management** in Freshservice, enhancing usability and streamlining internal approval processes. ##### Cons - Users find the **missing features** in Freshservice frustrating, particularly the lack of intuitive reporting and search functionalities. - Users find the **limited features** of Freshservice restrictive, impacting the effectiveness of reporting and project management. - Users find the **learning curve steep** , with complicated configurations and unintuitive reporting features causing frustration. - Users find **limited customization** options in Freshservice, which can restrict tailoring the system to specific business needs. - Users find **ticketing issues** frustrating, especially with confusing reporting and difficulty in extracting data for management. #### What Are Recent G2 Reviews of Freshservice? **["User-Friendly No-Code Automation with Helpful API Integrations and Reporting"](https://www.g2.com/survey_responses/freshservice-review-13141245)** **Rating:** 5.0/5.0 stars _— Shubham C._ [Read full review](https://www.g2.com/survey_responses/freshservice-review-13141245) **["Clean, Customizable, and Fast—Freshservice Keeps Us Organized"](https://www.g2.com/survey_responses/freshservice-review-13160237)** **Rating:** 4.5/5.0 stars _— Enrique L._ [Read full review](https://www.g2.com/survey_responses/freshservice-review-13160237) #### What Are G2 Users Discussing About Freshservice? - [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) - 3 comments, 1 upvote ### [New Relic](https://www.g2.com/products/new-relic/reviews) New Relic is the all-in-one Intelligent Observability platform built to help engineering and IT teams plan, build, deploy, and run software with confidence. By unifying metrics, events, logs, and traces into a single, secure telemetry cloud, New Relic gives over 25 million engineers real time visibility and AI-powered insights across their entire digital estate, from code to cloud. Designed to replace fragmented point solutions, New Relic consolidates full-stack observability into a single source of truth. The platform brings together Application Performance Monitoring (APM), infrastructure monitoring, log management, digital experience monitoring (DEM), container monitoring, and AIOps into one cohesive interface. Powered by an advanced AI engine, New Relic automatically pairs telemetry data to shift problem solving from reactive debugging to proactive and predictive resolution, helping teams reduce mean time to resolution (MTTR) and eliminate digital disruptions before they impact end users. Equipped with over 500 open source integrations, New Relic seamlessly connects with your existing stack. Coupled with transparent, consumption and user-based pricing, organizations gain full predictability over their costs without sacrificing telemetry depth. **Average Rating:** 4.4/5.0 **Total Reviews:** 571 #### How Do G2 Users Rate New Relic? - **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.9/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.5/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.9/10 (Category avg: 7.3/10) #### Who Is the Company Behind New Relic? - **Seller:** [New Relic](https://www.g2.com/sellers/new-relic) - **Year Founded:** 2008 - **HQ Location:** San Francisco, CA - **Twitter:** @newrelic 65,727 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a9eddd984f33572c5efbac2b43c77a680b5f6fb4b0c874a8dc1b10aa32b60f58&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F426253%2F&secure%5Burl_type%5D=linkedin_company_website) 3,053 employees on LinkedIn® - **Ownership:** NYSE: NEWR #### Who Uses This Product? - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 43% Medium, 30% Large #### What Do G2 Reviewers Say About New Relic? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **easy and intuitive interface** of New Relic, simplifying navigation and usability significantly. - Users value the **real-time monitoring** capabilities of New Relic, enhancing their insights and application performance management. - Users value the **real-time monitoring** capabilities of New Relic, which enhance issue detection and resolution efficiency. - Users value the **comprehensive observability capabilities** of New Relic, enabling effective monitoring and insight into application performance. - Users appreciate the **detailed analytics** and customizable dashboards of New Relic, enhancing real-time insights and performance monitoring. ##### Cons - Users find New Relic's pricing model **expensive** , particularly for teams managing high data volumes or multiple users. - Users find the **pricing model expensive** for larger teams, particularly when dealing with high data volumes. - Users find the **steep learning curve** of New Relic challenging, requiring time to fully understand the platform. - Users find the **complexity** of New Relic's interface and pricing structure daunting, impacting ease of use. - Users find **difficult learning** curves with NRQL and feature overload, making onboarding and navigation challenging for newcomers. #### What Are Recent G2 Reviews of New Relic? **["New Relic User Experience Review"](https://www.g2.com/survey_responses/new-relic-review-10695865)** **Rating:** 5.0/5.0 stars _— bhavik m._ [Read full review](https://www.g2.com/survey_responses/new-relic-review-10695865) **["End-to-End Observability That Makes Troubleshooting Faster"](https://www.g2.com/survey_responses/new-relic-review-13057378)** **Rating:** 4.5/5.0 stars _— Ravindra N._ [Read full review](https://www.g2.com/survey_responses/new-relic-review-13057378) #### What Are G2 Users Discussing About New Relic? - [What does observability mean?](https://www.g2.com/discussions/what-does-observability-mean) - [How do you use New Relic?](https://www.g2.com/discussions/how-do-you-use-new-relic) - [What is full stack visibility?](https://www.g2.com/discussions/what-is-full-stack-visibility) - 2 comments - [What is New Relic tool used for?](https://www.g2.com/discussions/what-is-new-relic-tool-used-for) - 1 comment ### [PagerDuty](https://www.g2.com/pt/products/pagerduty/reviews) PagerDuty ajuda organizações de todos os tamanhos a oferecer experiências digitais sem interrupções, fornecendo insights em tempo real e automação através do PagerDuty Operations Cloud. Projetado para gerenciar incidentes críticos, o PagerDuty permite que as equipes detectem, avaliem e resolvam problemas mais rapidamente, prevenindo tempo de inatividade e garantindo a continuidade dos negócios. Principais Funcionalidades e Funcionalidade do Produto PagerDuty Operations Cloud é o coração da nossa plataforma, fornecendo resposta proativa a incidentes, gerenciamento de plantão, fluxos de trabalho automatizados e insights impulsionados por IA. Com integrações perfeitas a mais de 700 ferramentas, incluindo plataformas de monitoramento e colaboração, o PagerDuty ajuda as equipes a centralizar suas operações para melhorar a confiabilidade do serviço e evitar interrupções. O que nos Torna Diferentes PagerDuty capacita as equipes a resolver problemas críticos de forma rápida e eficiente, melhorando a resiliência operacional e o desempenho geral. Confiado por organizações líderes, o Operations Cloud é exclusivamente construído para lidar com as complexidades dos negócios digitais de hoje. Nossa capacidade de fornecer resolução de incidentes em tempo real nos diferencia, dando aos líderes de TI e CIOs a confiança para manter serviços sempre ativos. **Average Rating:** 4.5/5.0 **Total Reviews:** 950 #### How Do G2 Users Rate PagerDuty? - **the product tem sido um bom parceiro comercial?:** 8.9/10 (Category avg: 9.1/10) - **Visualização do ciclo de vida:** 9.0/10 (Category avg: 8.8/10) - **Monitoramento constante:** 9.2/10 (Category avg: 8.9/10) - **Geração de Texto:** 8.1/10 (Category avg: 7.3/10) #### Who Is the Company Behind PagerDuty? - **Vendedor:** [PagerDuty](https://www.g2.com/pt/sellers/pagerduty) - **Website da Empresa:** www.pagerduty.com - **Ano de Fundação:** 2009 - **Localização da Sede:** San Francisco, CA - **Twitter:** @pagerduty 24,689 seguidores no Twitter - **Página do LinkedIn®:** [www.linkedin.com](https://www.g2.com/pt/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 funcionários no LinkedIn® #### Who Uses This Product? - **Who Uses This:** Engenheiro de Software, Engenheiro de Software Sênior - **Top Industries:** Tecnologia da Informação e Serviços, Software de Computador - **Company Size:** 44% Medium, 38% Large #### What Do G2 Reviewers Say About PagerDuty? _AI-generated summary from verified user reviews_ ##### Pros - Os usuários valorizam as **notificações automatizadas e baseadas em prioridade** do PagerDuty, melhorando a resposta a incidentes e reduzindo o tempo de resolução. - Os usuários valorizam as **notificações automatizadas e baseadas em prioridade** do PagerDuty, garantindo respostas oportunas e reduzindo o tempo de inatividade. - Os usuários elogiam a **facilidade de integração e gestão confiável** de alertas com os recursos intuitivos do PagerDuty. - Os usuários apreciam a **facilidade de uso** do PagerDuty, desfrutando de recursos intuitivos e gerenciamento de incidentes sem interrupções. - Os usuários valorizam as **integrações fáceis** com várias ferramentas como Slack e AWS, melhorando a colaboração e o gerenciamento de incidentes. ##### Cons - Os usuários acham que os **problemas de alerta** no PagerDuty levam à confusão e limitam a personalização do fluxo de trabalho, impactando a eficiência. - Os usuários acham que o **preço é alto** , especialmente para pequenas equipes e recursos que deveriam estar incluídos em um único plano. - Os usuários acham a **complexidade da interface** no PagerDuty desafiadora, especialmente para novos usuários que navegam no sistema. - Os usuários frequentemente acham o **sistema de alerta ineficiente** opressivo, levando a interrupções desnecessárias e complexidade na gestão. - Os usuários acham a **interface do usuário complexa** e às vezes desajeitada, especialmente desafiadora para novos usuários navegando por ela. #### What Are Recent G2 Reviews of PagerDuty? **["Fique por dentro dos seus alertas de gerenciamento de incidentes em movimento!"](https://www.g2.com/pt/survey_responses/pagerduty-review-9920149)** **Rating:** 4.5/5.0 stars _— Joshua O._ [Read full review](https://www.g2.com/pt/survey_responses/pagerduty-review-9920149) **["Foco na eficiência técnica"](https://www.g2.com/pt/survey_responses/pagerduty-review-12856233)** **Rating:** 4.0/5.0 stars _— Johnny C._ [Read full review](https://www.g2.com/pt/survey_responses/pagerduty-review-12856233) #### What Are G2 Users Discussing About PagerDuty? - [Para que é usado o PagerDuty?](https://www.g2.com/pt/discussions/what-is-pagerduty-used-for) - 2 comments - [Who are PagerDuty competitors?](https://www.g2.com/pt/discussions/who-are-pagerduty-competitors) - [Quanto custa o PagerDuty?](https://www.g2.com/pt/discussions/how-much-does-pagerduty-cost) - 1 comment - [Who uses PagerDuty?](https://www.g2.com/pt/discussions/who-uses-pagerduty) - [What is PagerDuty software?](https://www.g2.com/pt/discussions/what-is-pagerduty-software) ### [incident.io](https://www.g2.com/products/incident-io/reviews) incident.io is the software reliability platform trusted by engineering teams at Netflix, Etsy, and over 2,000 companies that can't afford downtime. Software ships faster than ever, and keeping it reliable has become the real constraint on how fast a team can move. incident.io connects the full reliability lifecycle in one platform (On-Call, Investigations, Incident Response, and Status Pages) so context flows across every step instead of getting lost between disconnected tools. At the center is Nexus, a living AI model of your production environment built entirely from your own data: your runbooks, your services, and every incident you've ever run. Nexus gets smarter every time you use the platform, and it powers Investigations, our agentic root cause analysis. The moment an alert fires, Investigations reasons across your telemetry, deploys, and past incidents, then hands your team a root-cause hypothesis with the evidence, before anyone has opened a laptop. The incident.io agent works everywhere your team already does, from Slack and Teams to web, mobile, and MCP, both when you ask it and on its own in the background. It's a platform with an agent, not just an agent, so the essential work of running incidents, paging the right people, and keeping stakeholders updated keeps happening reliably. The result is a shift from simply managing incidents to continuously improving reliability. The best teams don't just respond to failure faster. They detect issues before customers do, resolve them with fewer people pulled in, and stop the same incidents from recurring. Every incident makes the system smarter, so reliability compounds. From the SRE to the support rep to the CTO, teams spend less time firefighting and more time building software their customers trust. **Average Rating:** 4.8/5.0 **Total Reviews:** 227 #### How Do G2 Users Rate incident.io? - **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.3/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.8/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.4/10 (Category avg: 7.3/10) #### Who Is the Company Behind incident.io? - **Seller:** [incident.io](https://www.g2.com/sellers/incident-io) - **Company Website:** incident.io - **Year Founded:** 2021 - **HQ Location:** New York, US - **Twitter:** @incident\_io 3,684 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4c6104beeef27133e1e1fac5d383c8310d12886bdf922f617cc20c9e1c21cef5&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fincident-io%2F&secure%5Burl_type%5D=linkedin_company_website) 199 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Site Reliability Engineer, Senior Software Engineer - **Top Industries:** Computer Software, Financial Services - **Company Size:** 65% Medium, 23% Large #### What Do G2 Reviewers Say About incident.io? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** of incident.io, which streamlines incident management and enhances overall workflow efficiency. - Users value the **powerful Slack integration** for its efficiency in managing real-time incident responses and communication. - Users praise the **helpful and responsive customer support** of incident.io, making their onboarding seamless and enjoyable. - Users love the **seamless integrations** of incident.io, enhancing incident management and collaboration through various platforms. - Users appreciate the **excellent customer satisfaction** with incident.io's seamless UX and responsive support throughout the process. ##### Cons - Users note the **lack of robust reporting features** for enterprise needs, limiting effective analytics and customizations. - Users note **integration issues** with incident.io, finding it lacks depth and requires manual steps for effectiveness. - Users express frustration over **limited customization** options, particularly for notifications and reporting features in incident.io. - Users express frustration over **limited features** , wishing for enhanced customization and more robust functionality in incident.io. - Users note several **feature issues** with the public API and catalog creation, impacting integration and usability. #### What Are Recent G2 Reviews of incident.io? **["Native Slack Incident Management That Automates Follow-Ups and Post-Mortems"](https://www.g2.com/survey_responses/incident-io-review-13168828)** **Rating:** 4.5/5.0 stars _— Luca G._ [Read full review](https://www.g2.com/survey_responses/incident-io-review-13168828) **["Phenomenal Support, Powerful AI Features, and Tons of Integrations"](https://www.g2.com/survey_responses/incident-io-review-13182654)** **Rating:** 5.0/5.0 stars _— Guilherme R._ [Read full review](https://www.g2.com/survey_responses/incident-io-review-13182654) #### What Are G2 Users Discussing About incident.io? - [What do you like most about incident.io for incident management, and what could be improved?](https://www.g2.com/discussions/what-do-you-like-most-about-incident-io-for-incident-management-and-what-could-be-improved) - 1 comment - [What is incident.io used for?](https://www.g2.com/discussions/what-is-incident-io-used-for) - 1 comment ### [SolarWinds Service Desk](https://www.g2.com/pt/products/solarwinds-service-desk/reviews) ITSM de nível empresarial que é realmente fácil de usar — resolva problemas até 52% mais rápido com IA, gestão de ativos unificada e integração nativa de ITOps incorporada desde o primeiro dia. O SolarWinds Service Desk é uma plataforma de gestão de serviços de TI (ITSM) baseada na nuvem que permite que equipes de TI e outros departamentos empresariais gerenciem solicitações de serviço, incidentes, ativos e fluxos de trabalho em um ambiente unificado. É projetado para profissionais de TI, equipes de service desk e organizações que buscam aprimorar suas capacidades de gestão de serviços sem a sobrecarga de implementação tipicamente associada a ferramentas de ITSM empresariais. A plataforma abrange gestão de incidentes, gestão de problemas, gestão de mudanças, gestão de ativos e CMDB em um único produto. Um portal de autoatendimento configurável, com recurso de arrastar e soltar, e uma base de conhecimento fácil de usar permitem que os usuários finais resolvam problemas comuns de forma independente, enquanto automações baseadas em regras lidam com o encaminhamento de tickets, priorização, escalonamento e notificações sem intervenção manual. Painéis e relatórios personalizáveis dão às equipes visibilidade sobre incidentes, solicitações, mudanças e ativos. Capacidades de IA estão incorporadas diretamente nos fluxos de trabalho dos agentes; incluindo sumarização de tickets, sugestões de soluções, vinculação inteligente de incidentes/problemas, elaboração de respostas e resoluções, geração de runbooks e recomendações de base de conhecimento. Essas capacidades estão disponíveis prontamente, sem configuração adicional. A IA é projetada para apresentar informações relevantes e acionáveis no momento certo, em vez de exigir que as equipes construam ou mantenham ferramentas de IA separadas. Como parte do portfólio SolarWinds, o Service Desk integra-se nativamente com as ferramentas de Observabilidade e operações de TI da SolarWinds, permitindo que alertas de infraestrutura gerem automaticamente tickets de service desk e dando aos técnicos acesso direto à saúde dos nós, mudanças recentes e outros contextos operacionais dentro do registro de incidentes. As integrações nativas também incluem Microsoft Entra ID para gestão do ciclo de vida do usuário, Jira para escalonamento entre equipes, Automox para gestão de patches e uma API aberta para conexões personalizadas. O Service Desk suporta a gestão de serviços empresariais (ESM), permitindo que as organizações estendam os processos de ITSM além da TI, para departamentos como RH, Instalações e Jurídico, sem produtos ou serviços profissionais adicionais. Para as equipes de TI, o esforço é mínimo: novos portais departamentais são construídos na mesma plataforma que já gerenciam, usando os mesmos fluxos de trabalho, automações e relatórios. Isso dá à TI visibilidade e controle centralizados em toda a organização, reduzindo o risco de departamentos adotarem ferramentas não autorizadas para preencher lacunas na cobertura de serviços. No geral, o SolarWinds Service Desk oferece um conjunto robusto de recursos projetados para melhorar a eficiência da gestão de serviços, sem dor de cabeça. Ao integrar automação, fluxos de trabalho personalizados e recomendações inteligentes, destaca-se como uma solução abrangente que não só atende às necessidades imediatas das equipes de TI, mas também apoia objetivos organizacionais mais amplos para melhorar a entrega de serviços. **Average Rating:** 4.3/5.0 **Total Reviews:** 777 #### How Do G2 Users Rate SolarWinds Service Desk? - **the product tem sido um bom parceiro comercial?:** 9.0/10 (Category avg: 9.1/10) - **Visualização do ciclo de vida:** 8.4/10 (Category avg: 8.8/10) - **Monitoramento constante:** 8.4/10 (Category avg: 8.9/10) - **Geração de Texto:** 5.9/10 (Category avg: 7.3/10) #### Who Is the Company Behind SolarWinds Service Desk? - **Vendedor:** [SolarWinds Worldwide LLC](https://www.g2.com/pt/sellers/solarwinds-worldwide-llc) - **Website da Empresa:** www.solarwinds.com - **Ano de Fundação:** 1999 - **Localização da Sede:** Austin, TX - **Twitter:** @solarwinds 19,570 seguidores no Twitter - **Página do LinkedIn®:** [www.linkedin.com](https://www.g2.com/pt/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 funcionários no LinkedIn® #### Who Uses This Product? - **Who Uses This:** Gerente de TI, Administrador de Sistemas - **Top Industries:** Tecnologia da Informação e Serviços, Hospital e Cuidados de Saúde - **Company Size:** 67% Medium, 23% Large #### What Do G2 Reviewers Say About SolarWinds Service Desk? _AI-generated summary from verified user reviews_ ##### Pros - Os usuários apreciam a **facilidade de uso e as capacidades de relatórios** do SolarWinds Service Desk para uma gestão eficiente de tickets. - Os usuários apreciam a **gestão abrangente de ativos** no SolarWinds Service Desk, aumentando a eficiência e a personalização para suas necessidades. - Os usuários apreciam a **facilidade de uso** do SolarWinds Service Desk, tornando simples o gerenciamento eficiente de solicitações de suporte. - Os usuários valorizam a **facilidade de submissão de tickets** no SolarWinds Service Desk, facilitando operações suaves para suas equipes. - Os usuários valorizam a **interface simplificada** do SolarWinds Service Desk, tornando os processos de ITSM acessíveis e eficientes. ##### Cons - Os usuários encontram **recursos ausentes** no SolarWinds Service Desk, levando a limitações no atendimento das necessidades de grandes empresas. - Os usuários acham a **funcionalidade de busca desafiadora** , especialmente ao procurar por números de etiqueta de ativo específicos sem números de ticket. - Os usuários acham a **informação insuficiente** no service desk da SolarWinds desafiadora, afetando a gestão de dispositivos e a eficiência na resolução de problemas. - Os usuários observam os **recursos limitados** do SolarWinds Service Desk, sentindo que ele carece de opções avançadas de automação e personalização. - Os usuários enfrentam **limitações do aplicativo** em relação ao acesso a recursos, personalizações e usabilidade em dispositivos móveis no SolarWinds Service Desk. #### What Are Recent G2 Reviews of SolarWinds Service Desk? **["Intuitivo, Tudo-em-Um ITSM Que Simplifica a Gestão de Tickets e Ativos"](https://www.g2.com/pt/survey_responses/solarwinds-service-desk-review-12748126)** **Rating:** 5.0/5.0 stars _— Lakhan N._ [Read full review](https://www.g2.com/pt/survey_responses/solarwinds-service-desk-review-12748126) **["Gestão Simplificada de Bilhetes, Precisa de Melhores Integrações"](https://www.g2.com/pt/survey_responses/solarwinds-service-desk-review-13129315)** **Rating:** 4.5/5.0 stars _— Deborah W._ [Read full review](https://www.g2.com/pt/survey_responses/solarwinds-service-desk-review-13129315) #### What Are G2 Users Discussing About SolarWinds Service Desk? - [Para que é usado o SolarWinds Service Desk?](https://www.g2.com/pt/discussions/what-is-solarwinds-service-desk-used-for) - [How does help desk software work?](https://www.g2.com/pt/discussions/solarwinds-service-desk-how-does-help-desk-software-work) - [What is remote service desk?](https://www.g2.com/pt/discussions/what-is-remote-service-desk) - [What is the purpose of a service desk?](https://www.g2.com/pt/discussions/what-is-the-purpose-of-a-service-desk) - [Is SolarWinds service desk on premise?](https://www.g2.com/pt/discussions/is-solarwinds-service-desk-on-premise) ### [Xurrent IMR](https://www.g2.com/products/xurrent-imr/reviews) Xurrent IMR (Incident Management and Response) is an end-to-end platform designed to help infrastructure and support teams manage the full incident response lifecycle — from the first alert to the final post-mortem. Built for speed, clarity, and operational accountability, it gives on-call teams the structure they need to respond decisively when systems fail. At its core, Xurrent IMR brings together alert correlation, on-call scheduling, task delegation, and SLA compliance into a single, unified workflow. Rather than stitching together multiple point solutions, teams get a coherent system that handles every stage of incident response without context-switching. Key capabilities include: Intelligent alert routing and correlation: Custom routing rules and alert context surface the right information at the right time, helping teams accelerate root cause analysis and reduce noise. On-call management with escalation policies: Fully customizable schedules and escalation chains ensure incidents are acknowledged and resolved within SLA thresholds, with no gaps in coverage. Incident roles, task templates, and playbooks: Structured delegation frameworks reduce chaos during high-severity events, ensuring every team member knows their responsibilities before an incident strikes. Response automation: Automated workflows enable self-healing system behaviors, reducing mean time to resolution and minimizing manual intervention for recurring failure patterns. Advanced analytics and reporting: Team, service, and user-level reporting gives engineering and operations leaders the visibility to measure performance, identify gaps, and continuously improve. Xurrent IMR integrates with 150+ monitoring, observability, and ticketing tools — including Datadog, Prometheus, PagerDuty, Splunk, Jira, ServiceNow, Grafana, New Relic, and AWS CloudWatch — making it compatible with the stacks modern infrastructure teams already rely on. Whether managing a distributed engineering organization or a lean operations team, Xurrent IMR provides the coordination layer that turns reactive firefighting into a repeatable, measurable discipline. **Average Rating:** 4.5/5.0 **Total Reviews:** 193 #### How Do G2 Users Rate Xurrent IMR? - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.6/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.1/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.7/10 (Category avg: 7.3/10) #### Who Is the Company Behind Xurrent IMR? - **Seller:** [Xurrent](https://www.g2.com/sellers/xurrent) - **Company Website:** www.xurrent.com - **Year Founded:** 2010 - **HQ Location:** Santa Barbara, US - **Twitter:** @4me 250 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b32f9214e90dab74973cbde38ad788cfccabe9b8d5f3a6fb5bbeade42b9a5a3b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fxurrent%2F&secure%5Burl_type%5D=linkedin_company_website) 174 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 49% Medium, 26% Small #### What Do G2 Reviewers Say About Xurrent IMR? _AI-generated summary from verified user reviews_ ##### Pros - Users find Zenduty's **ease of use** exceptional, praising its simple implementation and intuitive interface. - Users appreciate the **easy handling of alerts** in Xurrent IMR, benefiting from effective communication and integration options. - Users appreciate the **seamless integrations** with various systems, enhancing functionality and user experience in Xurrent IMR. - Users commend the **excellent and responsive customer support** of Xurrent IMR, enhancing their overall experience. - Users value the **smooth and responsive UI** of Xurrent IMR, finding it simple and easy to use. ##### Cons - Users feel the **missing features** in the Xurrent IMR limit its capabilities and hinder a better experience. - Users face **notification issues** with Xurrent IMR, including spam calls and ungrouped alerts affecting user awareness and experience. - Users struggle with **scheduling issues** in Xurrent IMR, finding the interface unintuitive and unnecessarily complex. - Users find the **learning curve steep** , especially for those unfamiliar with incident management or the confusing interface. - Users note **feature issues** with navigation and automation, which hinder the overall user experience with Xurrent IMR. #### What Are Recent G2 Reviews of Xurrent IMR? **["Fast, Reliable Alerting with Smooth Shift Rotations in Xurrent IMR (Zenduty)"](https://www.g2.com/survey_responses/xurrent-imr-review-13134339)** **Rating:** 4.5/5.0 stars _— Abhishek S._ [Read full review](https://www.g2.com/survey_responses/xurrent-imr-review-13134339) **["Streamlined Incident Management with Great GCP Integration and Support"](https://www.g2.com/survey_responses/xurrent-imr-review-12908520)** **Rating:** 4.0/5.0 stars _— Hatim B._ [Read full review](https://www.g2.com/survey_responses/xurrent-imr-review-12908520) #### What Are G2 Users Discussing About Xurrent IMR? - [What is StatusCast used for?](https://www.g2.com/discussions/what-is-statuscast-used-for) - [What is Zenduty used for?](https://www.g2.com/discussions/what-is-zenduty-used-for) - 1 comment ### [Rakuten SixthSense Observability](https://www.g2.com/pt/products/rakuten-sixthsense-observability/reviews) No cenário digital de hoje, as empresas precisam de uma solução poderosa e abrangente de Monitoramento de Desempenho de Aplicações (APM) para se manterem à frente. Apresentando Rakuten SixthSense Observability - uma ferramenta APM de próxima geração que transforma a forma como você monitora, analisa e otimiza suas aplicações e infraestrutura. Com seu conjunto robusto de recursos e análises avançadas, o Rakuten SixthSense Observability capacita você a identificar e resolver problemas de forma proativa, simplificar operações e melhorar as experiências dos clientes. Capacidades Principais: • Monitoramento e Alertas Abrangentes: Rakuten SixthSense Observability oferece monitoramento de ponta a ponta de suas aplicações, infraestrutura e desempenho de rede. Com alertas em tempo real e painéis personalizáveis, você pode detectar rapidamente problemas e obter insights acionáveis sobre a saúde e o desempenho de seus sistemas. • Rastreamento Distribuído e Correlação: Obtenha visibilidade total do desempenho de sua aplicação com rastreamento distribuído, que acompanha transações e solicitações em vários serviços e componentes. Este recurso ajuda a identificar gargalos, problemas de latência e erros, facilitando a otimização de sua aplicação e melhorando as experiências dos clientes. • Detecção de Anomalias e Aprendizado de Máquina: Aproveite as capacidades avançadas de aprendizado de máquina do Rakuten SixthSense para identificar automaticamente padrões incomuns e desvios no desempenho da aplicação e na utilização de recursos. Esta abordagem proativa permite detectar e resolver problemas antes que impactem seus negócios e clientes. • Análises Avançadas e Visualização: As ferramentas ricas de visualização de dados e análises do Rakuten SixthSense permitem que você mergulhe profundamente nos dados de desempenho de sua aplicação. Gere relatórios personalizados, analise tendências e descubra padrões ocultos que podem impulsionar a melhoria contínua e a otimização. • Gerenciamento de Logs e Integração: Colete, analise e armazene logs de várias fontes sem esforço com o recurso integrado de gerenciamento de logs do Rakuten SixthSense. Esta integração perfeita permite correlacionar dados de logs com métricas de desempenho e rastreamentos, proporcionando uma compreensão abrangente do comportamento de sua aplicação. • Escalabilidade e Flexibilidade: Rakuten SixthSense Observability é construído para escalar com as crescentes necessidades de seu negócio, suportando uma ampla gama de aplicações, serviços e infraestrutura. Sua arquitetura flexível permite personalizar a ferramenta para seus requisitos específicos e integrá-la com outras soluções de monitoramento e observabilidade. Conjunto de Recursos Atual: • Monitoramento de Desempenho de Aplicações: Visibilidade completa em Java, PHP, Node.js, Python, Go e muito mais! Recursos principais incluem Rastreamento Distribuído, Perfilamento, Monitoramento de Banco de Dados • Monitoramento de Infraestrutura: Obtenha uma visão panorâmica da saúde de sua infraestrutura e obtenha insights detalhados com fácil implantação Recursos principais incluem Kubernetes, VMs, Servidores Web, Integrações em Nuvem • Monitoramento de Experiência Digital: Melhore a experiência do usuário final de suas aplicações mapeadas com informações contextuais de métricas de desempenho de aplicações • Monitoramento de Navegador: Métricas para otimizar a experiência dos usuários finais e ajudar a melhorar o desempenho da aplicação. • Monitoramento Móvel: Monitore falhas, desempenho e métricas de uso para suas aplicações móveis • Monitoramento Sintético: Estimule transações de usuários finais usando scripts de teste de baixo código, sem código • Monitoramento de VM: A capacidade de monitoramento de VM permite visualizar o desempenho de sua infraestrutura e a saúde de servidores, máquinas virtuais, contêineres, bancos de dados etc. de relance. • Engine Cognitivo SixthSense: Observabilidade moderna e abordagem proativa usando inteligência artificial. A aplicação usa diferentes algoritmos de IA/ML que podem prever métricas de desempenho com uma precisão de até 98% e um nível de confiança de 90%. **Average Rating:** 4.6/5.0 **Total Reviews:** 52 #### How Do G2 Users Rate Rakuten SixthSense Observability? - **the product tem sido um bom parceiro comercial?:** 9.2/10 (Category avg: 9.1/10) - **Visualização do ciclo de vida:** 8.3/10 (Category avg: 8.8/10) - **Monitoramento constante:** 10.0/10 (Category avg: 8.9/10) - **Geração de Texto:** 10.0/10 (Category avg: 7.3/10) #### Who Is the Company Behind Rakuten SixthSense Observability? - **Vendedor:** [Rakuten SixthSense](https://www.g2.com/pt/sellers/rakuten-sixthsense-f1af4c23-8be7-4bf4-a775-a4d50eebce5d) - **Ano de Fundação:** 2016 - **Localização da Sede:** Bengaluru, IN - **Página do LinkedIn®:** [www.linkedin.com](https://www.g2.com/pt/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 funcionários no LinkedIn® - **Propriedade:** TYO: 4755 #### Who Uses This Product? - **Who Uses This:** Engenheiro de Software Sênior - **Top Industries:** Tecnologia da Informação e Serviços, Jogos de Computador - **Company Size:** 47% Large, 38% Medium #### What Do G2 Reviewers Say About Rakuten SixthSense Observability? _AI-generated summary from verified user reviews_ ##### Pros - Os usuários valorizam a **visibilidade profunda** no desempenho de aplicativos fornecida pelo Rakuten SixthSense, melhorando a detecção proativa de anomalias e a tomada de decisões. - Os usuários apreciam o **sistema de alerta eficiente** , permitindo transições rápidas de alertas para a resolução de código em um único painel. - Os usuários valorizam o **excelente suporte ao cliente** do Rakuten SixthSense, melhorando sua experiência com a plataforma. - Os usuários apreciam a **facilidade de uso** do Rakuten SixthSense Observability, simplificando a resolução de problemas com uma interface intuitiva. - Os usuários apreciam a **fácil implementação** do Rakuten SixthSense Observability, tornando o monitoramento e a depuração diretos e eficientes. ##### Cons - Os usuários acham a **configuração complexa** desafiadora, exigindo um esforço significativo de integração, apesar do suporte responsivo para personalização. - Os usuários acham que a **documentação deficiente** do Rakuten SixthSense Observability é insuficiente, dificultando o uso eficaz e a integração. - Os usuários relatam **alertas falsos positivos** e desejam funcionalidades aprimoradas para exibir registros de erros e notificações em tempo hábil. - Os usuários observam o **sistema de alerta ineficiente** , citando falsos positivos frequentes e a falta de recursos desejados de relatórios no painel. - Os usuários sentem que a **documentação precisa de melhorias** para aprimorar a usabilidade geral e a experiência do usuário da ferramenta. #### What Are Recent G2 Reviews of Rakuten SixthSense Observability? **["Uma ferramenta muito boa de monitoramento e observabilidade SAAS"](https://www.g2.com/pt/survey_responses/rakuten-sixthsense-observability-review-11287792)** **Rating:** 5.0/5.0 stars _— Usuário Verificado em Jogos de Computador_ [Read full review](https://www.g2.com/pt/survey_responses/rakuten-sixthsense-observability-review-11287792) **["Ótima ferramenta de monitoramento!"](https://www.g2.com/pt/survey_responses/rakuten-sixthsense-observability-review-8230168)** **Rating:** 5.0/5.0 stars _— Usuário Verificado em Tecnologia da Informação e Serviços_ [Read full review](https://www.g2.com/pt/survey_responses/rakuten-sixthsense-observability-review-8230168) ### [Pulseway](https://www.g2.com/pt/products/pulseway/reviews) O Pulseway é um software RMM, desenvolvido para ajudar MSPs e equipes de TI a reduzir o tempo de inatividade, assumir o controle e se tornarem mais eficientes. O Pulseway fornece um software de monitoramento e gerenciamento de TI tudo-em-um, repleto de recursos e módulos para aumentar sua produtividade imediatamente e nunca perder alertas críticos. - O software abrangente de monitoramento e gerenciamento remoto (RMM) do Pulseway oferece uma visão completa de toda a sua rede. Veja dados operacionais para estações de trabalho, servidores, VMs, dispositivos de rede e mais, enquanto resolve problemas diretamente da mesma interface. - Seja alertado instantaneamente sobre problemas, resolva-os antes que se tornem um problema e minimize o tempo de inatividade – em toda a rede. - Permita que você e sua equipe sejam totalmente produtivos de qualquer lugar para oferecer um serviço de atendimento ao cliente de primeira classe onde quer que você esteja. - Automatize tarefas repetitivas de TI e corrija automaticamente problemas antes que se tornem um problema. - O Controle Remoto Móvel embutido do Pulseway permite acesso remoto simples, confiável e fluido a qualquer sistema monitorado. Acesse arquivos, aplicativos e controle sistemas remotos como se estivesse sentado bem na frente deles. Experimente o Pulseway RMM hoje com um teste gratuito de 14 dias sem compromisso para ver por si mesmo. **Average Rating:** 4.5/5.0 **Total Reviews:** 121 #### How Do G2 Users Rate Pulseway? - **the product tem sido um bom parceiro comercial?:** 9.3/10 (Category avg: 9.1/10) - **Visualização do ciclo de vida:** 9.2/10 (Category avg: 8.8/10) - **Monitoramento constante:** 9.8/10 (Category avg: 8.9/10) - **Geração de Texto:** 5.0/10 (Category avg: 7.3/10) #### Who Is the Company Behind Pulseway? - **Vendedor:** [MMSoft Design](https://www.g2.com/pt/sellers/mmsoft-design) - **Ano de Fundação:** 2011 - **Localização da Sede:** Dublin, Ireland - **Twitter:** @pulsewayapp 6,073 seguidores no Twitter - **Página do LinkedIn®:** [www.linkedin.com](https://www.g2.com/pt/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 funcionários no LinkedIn® #### Who Uses This Product? - **Who Uses This:** Gerente de TI, Proprietário - **Top Industries:** Tecnologia da Informação e Serviços, Segurança de Redes e Computadores - **Company Size:** 52% Small, 42% Medium #### What Do G2 Reviewers Say About Pulseway? _AI-generated summary from verified user reviews_ ##### Pros - Os usuários apreciam a **interface intuitiva** do Pulseway, tornando-a simples de implementar e melhorando as experiências de suporte ao cliente. - Os usuários apreciam a **configuração fácil** do Pulseway, permitindo uma implementação eficiente e uma gestão de serviços aprimorada. - Os usuários elogiam a **fácil implementação** do Pulseway, apreciando sua rápida configuração e recursos de suporte ao longo do processo. - Os usuários valorizam as **integrações fáceis** do Pulseway, melhorando seu fluxo de trabalho e simplificando o gerenciamento de infraestrutura em todos os sistemas. - Os usuários apreciam as **integrações fáceis** com outros softwares, melhorando sua experiência geral com o Pulseway. ##### Cons - Os usuários observam os **recursos limitados** do Pulseway, particularmente a falta de integração com o Microsoft Office e ferramentas inadequadas de monitoramento de rede. - Os usuários enfrentam **compatibilidade limitada** com o Pulseway, especialmente em relação aos desafios de integração com o Microsoft Office e Linux. - Os usuários acham o desempenho do Pulseway **lento** , especialmente com o sistema de tickets e durante as horas de pico, afetando a usabilidade. - Os usuários sentem que o preço é **muito alto** em comparação com serviços semelhantes, indicando potencial para melhores opções de licenciamento. - Os usuários expressam frustração com **recursos inacabados** e vendas adicionais constantes, complicando sua experiência geral com o Pulseway. #### What Are Recent G2 Reviews of Pulseway? **["Monitoramento Remoto Amigável para Dispositivos Móveis da Pulseway com Alertas em Tempo Real e Automação"](https://www.g2.com/pt/survey_responses/pulseway-review-12795320)** **Rating:** 4.5/5.0 stars _— Luciana S._ [Read full review](https://www.g2.com/pt/survey_responses/pulseway-review-12795320) **["Interface PSA/RMM Clara e Intuitiva com Aplicativo Móvel Rápido e Preços Previsíveis"](https://www.g2.com/pt/survey_responses/pulseway-review-13212303)** **Rating:** 4.0/5.0 stars _— Giovanni C._ [Read full review](https://www.g2.com/pt/survey_responses/pulseway-review-13212303) #### What Are G2 Users Discussing About Pulseway? - [Is Pulseway cloud based?](https://www.g2.com/pt/discussions/is-pulseway-cloud-based) - [Does Pulseway have a free version?](https://www.g2.com/pt/discussions/does-pulseway-have-a-free-version) - [O que o Pulseway pode monitorar?](https://www.g2.com/pt/discussions/what-can-pulseway-monitor) - 1 comment - [What is Pulseway used for?](https://www.g2.com/pt/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:** 4.7/5.0 **Total Reviews:** 96 #### How Do G2 Users Rate Rootly? - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.5/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.3/10 (Category avg: 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:** 59% Medium, 25% Large #### What Do G2 Reviewers Say About Rootly? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** with Rootly, seamlessly integrating into Slack and enhancing incident management effortlessly. - Users admire Rootly's **exceptional customer support** , noting the team's proactive assistance and seamless communication throughout the process. - Users praise the **Slack integration** of Rootly for enhancing real-time collaboration and minimizing context switching. - Users praise Rootly for its **seamless automation** which simplifies incident management and enhances team collaboration and efficiency. - Users love Rootly's **seamless integrations** , which simplify workflows and enhance collaboration with existing tools like Slack and Jira. ##### Cons - Users identify **feature issues** with Rootly, particularly in analytics, reporting, and custom forms that need improvement. - Users note **integration issues** with Rootly, as it lacks robust out-of-the-box options compared to competitors. - Users note the **missing features** in Rootly, particularly lacking out-of-the-box integrations and automation options. - Users find Rootly's **initial setup complexity** challenging, especially for smaller teams without DevOps expertise. - Users highlight **limited features** , like needing multiple channels per incident and complex workflows, which can hinder usability. #### What Are Recent G2 Reviews of Rootly? **["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) **["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) #### 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) ### [Sherlocks.ai](https://www.g2.com/pt/products/sherlocks-ai/reviews) Sherlocks.ai é uma ferramenta de gerenciamento SRE impulsionada por IA que lida com alertas, automatiza a análise de causa raiz em segundos e garante a confiabilidade do sistema 24/7. Seu colega de equipe SRE de IA impede que sua equipe esteja acordada às 2 da manhã, gerenciando incidentes de forma inteligente, executando runbooks e fornecendo insights em tempo real. Ajuda as equipes a prevenir tempo de inatividade, reduzir o trabalho operacional e manter sistemas de alto desempenho. As integrações levam menos de 30 minutos. Sherlocks.ai conecta-se perfeitamente com ferramentas populares de observabilidade e nuvem como Kubernetes, Datadog, Prometheus, AWS, New Relic, e envia notificações diretamente para o Slack. **Average Rating:** 4.9/5.0 **Total Reviews:** 29 #### How Do G2 Users Rate Sherlocks.ai? - **the product tem sido um bom parceiro comercial?:** 9.8/10 (Category avg: 9.1/10) - **Visualização do ciclo de vida:** 10.0/10 (Category avg: 8.8/10) - **Monitoramento constante:** 9.1/10 (Category avg: 8.9/10) - **Geração de Texto:** 9.5/10 (Category avg: 7.3/10) #### Who Is the Company Behind Sherlocks.ai? - **Vendedor:** [sherlocks.ai](https://www.g2.com/pt/sellers/sherlocks-ai) - **Ano de Fundação:** 2025 - **Localização da Sede:** Palo Alto, US - **Página do LinkedIn®:** [www.linkedin.com](https://www.g2.com/pt/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 funcionários no LinkedIn® #### Who Uses This Product? - **Top Industries:** Tecnologia da Informação e Serviços, Software de Computador - **Company Size:** 52% Small, 38% Medium #### What Do G2 Reviewers Say About Sherlocks.ai? _AI-generated summary from verified user reviews_ ##### Pros - Os usuários valorizam a **integração perfeita com o Slack** do Sherlocks.ai, permitindo comunicação instantânea e resolução mais rápida de problemas. - Os usuários valorizam a **gestão eficaz de alertas** do Sherlocks.ai, melhorando significativamente a resposta a incidentes e reduzindo o ruído de falsos positivos. - Os usuários elogiam as **integrações perfeitas** do Sherlocks.ai, melhorando a eficiência e os tempos de resposta em suas operações. - Os usuários apreciam a **satisfação excepcional do cliente** proporcionada pela Sherlocks.ai, melhorando a eficiência da equipe e a resolução de problemas. - Os usuários adoram a **facilidade de uso** do Sherlocks.ai, permitindo acesso rápido a insights e resoluções oportunas via Slack. ##### Cons - Os usuários enfrentam **problemas de bugs** com alertas falsos e casos extremos perdidos, embora a equipe de suporte seja responsiva. - Os usuários acham a **configuração inicial complexa** , exigindo ajustes para otimizar os cronogramas de incidentes para uso eficaz. - Os usuários enfrentam **problemas de notificação** com alertas barulhentos em fluxos únicos, exigindo suporte extra para ajustes de filtragem. - Os usuários enfrentam **erros de automação** no Sherlocks.ai que necessitam de ajustes manuais ou configurações personalizadas de webhook. - Os usuários acham o **processo de configuração complexo** desafiador, exigindo configuração extra e interações de suporte para uso eficaz. #### What Are Recent G2 Reviews of Sherlocks.ai? **["Sherlocks.ai alinhou nossas equipes de Desenvolvimento e DevOps"](https://www.g2.com/pt/survey_responses/sherlocks-ai-review-12169432)** **Rating:** 5.0/5.0 stars _— Deepank A._ [Read full review](https://www.g2.com/pt/survey_responses/sherlocks-ai-review-12169432) **["Torna a investigação de incidentes de produção muito mais rápida"](https://www.g2.com/pt/survey_responses/sherlocks-ai-review-13200010)** **Rating:** 4.5/5.0 stars _— Kiran I._ [Read full review](https://www.g2.com/pt/survey_responses/sherlocks-ai-review-13200010) ### [Better Stack](https://www.g2.com/pt/products/better-stack/reviews) Better Stack é uma ferramenta de observabilidade SRE baseada em eBPF e IA. Ela ajuda os engenheiros a entregar software de alta qualidade mais rapidamente e a serem os heróis de suas equipes de engenharia. **Average Rating:** 4.8/5.0 **Total Reviews:** 333 #### How Do G2 Users Rate Better Stack? - **the product tem sido um bom parceiro comercial?:** 9.6/10 (Category avg: 9.1/10) - **Visualização do ciclo de vida:** 9.2/10 (Category avg: 8.8/10) - **Monitoramento constante:** 9.6/10 (Category avg: 8.9/10) - **Geração de Texto:** 6.6/10 (Category avg: 7.3/10) #### Who Is the Company Behind Better Stack? - **Vendedor:** [Better Stack](https://www.g2.com/pt/sellers/better-stack-3c077b8c-37c5-4d79-9e19-15cf3bd1960b) - **Ano de Fundação:** 2021 - **Localização da Sede:** San Francisco, CA - **Twitter:** @BetterStackHQ 10,698 seguidores no Twitter - **Página do LinkedIn®:** [www.linkedin.com](https://www.g2.com/pt/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 funcionários no LinkedIn® #### Who Uses This Product? - **Who Uses This:** CEO, Diretor de Tecnologia - **Top Industries:** Software de Computador, Tecnologia da Informação e Serviços - **Company Size:** 88% Small, 8% Medium #### What Do G2 Reviewers Say About Better Stack? _AI-generated summary from verified user reviews_ ##### Pros - Os usuários valorizam a **facilidade de uso** no Better Stack, elogiando sua configuração intuitiva e capacidades de monitoramento confiáveis. - Os usuários destacam a **configuração fácil** do Better Stack, apreciando sua simplicidade e processo de integração suave. - Os usuários elogiam a **excelente interface do usuário** do Better Stack, melhorando a eficiência de monitoramento e fluxo de trabalho para equipes de desenvolvimento. - Os usuários destacam a **facilidade notável de configuração** do Better Stack, tornando-o rápido e intuitivo para começar. - Os usuários apreciam as **notificações instantâneas** do Better Stack, garantindo respostas oportunas a problemas de inatividade e gestão proativa de incidentes. ##### Cons - Os usuários acham o preço do Better Stack **caro** após os limites do nível gratuito, especialmente para recursos personalizados. - Os usuários estão frustrados com os **recursos ausentes** , como a integração com o Discord e as restrições nas mudanças de propriedade do site. - Os usuários acham os **problemas de preços** problemáticos após excederem os limites do nível gratuito, com custos mais altos para recursos avançados. - Os usuários acham que o Better Stack tem **recursos limitados** , como suporte atrasado para domínios personalizados e falta de opções de painel. - Os usuários acham a **gestão de logs desafiadora** , enfrentando dificuldades na navegação da interface e falhas ocasionais na coleta de logs. #### What Are Recent G2 Reviews of Better Stack? **["Ferramenta Gratuita Essencial para Monitoramento de Sites Sem Esforço"](https://www.g2.com/pt/survey_responses/better-stack-review-13077620)** **Rating:** 4.5/5.0 stars _— Usuário Verificado em Mídia Online_ [Read full review](https://www.g2.com/pt/survey_responses/better-stack-review-13077620) **["Better Stack simplifica o monitoramento, alertas e logs com detecção de falhas rápida e confiável."](https://www.g2.com/pt/survey_responses/better-stack-review-12954208)** **Rating:** 4.5/5.0 stars _— Ravindra N._ [Read full review](https://www.g2.com/pt/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/pt/discussions/which-tools-can-you-use-to-monitor-a-website-s-uptime) - [What is Hexometer browser?](https://www.g2.com/pt/discussions/better-uptime-what-is-hexometer-browser) - [What is betteruptime?](https://www.g2.com/pt/discussions/what-is-betteruptime) - [O Uptime melhor é gratuito?](https://www.g2.com/pt/discussions/is-better-uptime-free) - 7 comments, 1 upvote - ‹ Prev‹ Prev - 1 - [2](/categories/incident-management?open_modal_url=%2Fproducts%2Fspike-sh%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fincident-management%26source%3Dcategory&order=g2_score&page=2#product-list) - [3](/categories/incident-management?open_modal_url=%2Fproducts%2Fspike-sh%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fincident-management%26source%3Dcategory&order=g2_score&page=3#product-list) - [4](/categories/incident-management?open_modal_url=%2Fproducts%2Fspike-sh%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fincident-management%26source%3Dcategory&order=g2_score&page=4#product-list) - [5](/categories/incident-management?open_modal_url=%2Fproducts%2Fspike-sh%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fincident-management%26source%3Dcategory&order=g2_score&page=5#product-list) - … - [8](/categories/incident-management?open_modal_url=%2Fproducts%2Fspike-sh%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fincident-management%26source%3Dcategory&order=g2_score&page=8#product-list) - [9](/categories/incident-management?open_modal_url=%2Fproducts%2Fspike-sh%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%2Fspike-sh%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fincident-management%26source%3Dcategory&order=g2_score&page=2#product-list) Spotlight Categories [Contract Management Software](https://www.g2.com/categories/contract-management) [Network Monitoring Software](https://www.g2.com/categories/network-monitoring) [Customer Success Software](https://www.g2.com/categories/customer-success) [Application Performance Monitoring (APM) Tools](https://www.g2.com/categories/application-performance-monitoring-apm) [Conversation Intelligence Software](https://www.g2.com/categories/conversation-intelligence) 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 | Product | Best for | User Review | | --- | --- | --- | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_da836c06c61c98d4a0795c7cfc3a9a5a/servicenow-it-service-management.jpg "Product Avatar Image")](https://www.g2.com/products/servicenow-it-service-management/reviews)[ServiceNow IT Service...](https://www.g2.com/products/servicenow-it-service-management/reviews)[4.5/5(1,943)](https://www.g2.com/products/servicenow-it-service-management/reviews) | ITIL-aligned incident workflows with CMDB context | "Reliable IT Organization with SLA Tracking" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_ec0c38c7a0b645a17bfff00d56e51583/ninjaone.png "Product Avatar Image")](https://www.g2.com/products/ninjaone/reviews)[NinjaOne](https://www.g2.com/products/ninjaone/reviews)[4.7/5(5,012)](https://www.g2.com/products/ninjaone/reviews) | Proactive endpoint incident detection with automated remediation | "Impowered Our MSP to Resolve Issues Quickly and Grow Quickly" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_75612f6f59f8fd888f1e80113be4a326/xmatters.jpg "Product Avatar Image")](https://www.g2.com/products/xmatters/reviews)[xMatters](https://www.g2.com/products/xmatters/reviews)[4.5/5(786)](https://www.g2.com/products/xmatters/reviews) | Multi-channel on-call alerting with workflow automation | "No-Code Flow Designer and Reliable Multi-Channel Escalations" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Product Avatar Image")](https://www.g2.com/products/jira-service-management/reviews)[Jira Service Management](https://www.g2.com/products/jira-service-management/reviews)[4.3/5(989)](https://www.g2.com/products/jira-service-management/reviews) | Atlassian-native ITSM with dev-ops integration | "Clear Ticket Visibility and Smooth Communication in Jira Service Management" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_2d6a381d321e8fc6b72a7f95e8cde31a/freshservice.png "Product Avatar Image")](https://www.g2.com/products/freshservice/reviews)[Freshservice](https://www.g2.com/products/freshservice/reviews)[4.6/5(1,345)](https://www.g2.com/products/freshservice/reviews) | ITIL-aligned ticketing with workflow automation | "User-Friendly No-Code Automation with Helpful API Integrations and Reporting" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_0774bbdcf32251601a1995c6b97543fb/new-relic.jpg "Product Avatar Image")](https://www.g2.com/products/new-relic/reviews)[New Relic](https://www.g2.com/products/new-relic/reviews)[4.4/5(586)](https://www.g2.com/products/new-relic/reviews) | Full-stack observability with distributed tracing | "New Relic User 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Xurrent IMR (Zenduty)" | * * * Show More ### Incident Management Topics - [What is Incident Management Software?](#what-is-incident-management-software) - [What are the Common Features of Incident Management Software?](#what-are-the-common-features-of-incident-management-software) - [What are the Benefits of Incident Management Software?](#what-are-the-benefits-of-incident-management-software) - [Who Uses Incident Management Software?](#who-uses-incident-management-software) - [Challenges with Incident Management Software](#challenges-with-incident-management-software) - [How to Buy Incident Management Software](#how-to-buy-incident-management-software) [ ### Incident Management Topics Expand/Collapse ](#) - [What is Incident Management Software?](#what-is-incident-management-software) - [What are the Common Features of Incident Management Software?](#what-are-the-common-features-of-incident-management-software) - [What are the Benefits of Incident Management Software?](#what-are-the-benefits-of-incident-management-software) - [Who Uses Incident Management Software?](#who-uses-incident-management-software) - [Challenges with Incident Management Software](#challenges-with-incident-management-software) - [How to Buy Incident Management Software](#how-to-buy-incident-management-software) ## Learn More About Incident Management Software ### What is Incident Management Software? Incident management software helps businesses preserve the uptime of their digital assets. IT teams use incident management systems to alert them to major problems or downtime, generate reports surrounding the outage or issue, and guide a plan of action in addressing the problem. These service management functionalities can be especially beneficial in situations where companies have numerous assets to monitor at once or a few mission-critical assets to monitor in real time. Regardless of which scenarios, IT service management automation is the key to fast incident response time. This type of software automatically assigns the tasks to the appropriate teams, provides insights into the cases, and generates actionable reports to optimize the IT incidents handling process. For example, a good incident management system will determine if a case should alert the [DevOps](https://www.g2.com/categories/devops) team or the [IT service management (ITSM)](https://www.g2.com/categories/it-service-management-itsm-tools) teams based on the type of the problem or prioritization.  Incident management solutions ensure critical IT infrastructures have as much uptime as possible. Once an incident is spotted by monitoring software or an end-user report, the tool automates [notifications](https://www.g2.com/categories/incident-management/f/notifications) to all relevant team members or personnel via email, text, call, or communication software. By notifying the exact people or teams needed to address an issue and preparing an immediate report of the issue, incident management software helps the IT teams find root causes and deal with them quickly. The most reliable incident management software for IT teams and system administrators typically combines fast alert delivery, on-call rotation management, and integration with existing monitoring and collaboration tools into a single platform that runs without interruption during critical incidents. Based on G2 reviews, IT operations and SRE teams evaluate incident management software by comparing MTTR reduction, on-call scheduling flexibility, and how cleanly the platform integrates with existing monitoring, ticketing, and chat tools. ### What are the Common Features of Incident Management Software? The following are some core features within incident management tools that can help users maintain their IT system’s uptime: **Self-service portal:** Before a ticket is submitted, incident management software should provide a knowledge base to answer common problems of employees. This saves the ITSM team time and streamlines repetitive problems. [**Incident assignment**](https://www.g2.com/categories/incident-management/f/ticket-assignment) **:** Designate the reported incident to the right team according to the types of problems. Without this feature, the IT team will need to identify the type of the problems first, which slows down the SLA time.  **ITIL management:** Most incident management software will come with an ITIL, which is a library of volumes describing a framework of best practices for delivering IT services. The software can guide the IT team to follow this framework in their ITSM operation. **Immediate alerting:** With incident management systems, users can mail, text, call, or integrate with team communication software to notify all relevant personnel, notifying them of an issue’s occurrence and any pertinent details surrounding it. **Incident tracking:** The software helps set different SLA policies to track deadlines based on elapsed time and types of problems. This can be further [customized by priority](https://www.g2.com/categories/incident-management/f/ticket-prioritization) so that the ITSM team can allocate appropriate time for every incident. The software should also automatically notify the support team of unsolved incidents before their SLA breaches. [**Standardized workflow**](https://www.g2.com/categories/incident-management/f/standardization) **:** Note what failed and potential troubleshooting steps towards service restoration. Some incident management solutions integrate with monitoring and log analytics software to suggest the root cause of the issue. **Mobile app** : Some incident management software offer a mobile app so that cases can be reported and handled on mobile devices. **Reports and analytics:** Incident reports detail how on-call workloads are distributed and handled. Some software also have customer satisfaction reports to better understand customer feedback and improve service quality. This is necessary to optimize the ITSM team’s work to prepare for future cases.  Based on G2 reviews, the best incident management software for MTTR automation lets IT engineering teams reduce mean time to acknowledge and mean time to resolve through automated alert routing, on-call scheduling, and pre-built response workflows that page the right responder without manual triage. Reviewers describe the best incident management tools for on-call scheduling and alert routing as those that combine flexible rotation policies, intelligent escalation paths, and direct integration with Slack, Jira, and major monitoring tools, so on-call engineers spend less time managing communication and more time fixing the actual problem. SRE and DevOps teams point to automated response chains and incident timelines built in the background as the features that separate platforms they actively use during outages from ones that add operational overhead. Other features of incident management software: [Ticket Creation](https://www.g2.com/categories/incident-management/f/ticket-creation), [Ticket Designation](https://www.g2.com/categories/incident-management/f/ticket-designation). ### What are the Benefits of Incident Management Software? Incident management tools can have a variety of benefits, here are a few: **Save costs:** Downtime can quickly cost businesses money and clients (both potential and current). Incident management solutions help businesses get back to a full capacity more quickly, minimizing losses from downtime. While incident management tools cost money, a manual incident resolution will decrease customer satisfaction and hurt revenue generation in the long run. For example, without the alerting feature from the incident reporting capability, the help desk could miss a case buried in emails and breach SLA.  **Increase productivity:** The IT team can follow the ITIL protocols to handle the problem in the best practices. They can also collaborate with other teams depending on the type of the problems. This takes the guesswork out of the ITSM process by knowing what to do and who to work with.  **Unify visibility:** Both incident reporters and IT managers gain significant visibility to the ITSM process. The incident reporters can track what’s happening to their tickets and when they will be solved. This will keep the end users informed and happy. For IT managers, they can identify what assets are causing the problem (software bugs or hardware malfunction) and fix them appropriately. They can also acknowledge the ITSM team’s performance based on customer satisfaction scores and SLA metrics. This allows them to take action where needed. ### Who Uses Incident Management Software? **IT teams:** Business’ IT teams will be the strongest users of incident management tools. Since the software is specifically designed for reporting any disturbances to proper workflow, incident management can be used to great effect by anyone from dedicated support teams to digital asset teams (databases, virtual servers, applications, etc.) and beyond. These teams can use incident management software in conjunction with other monitoring tools, service desk tools, and more. **Employees:** When employees are having technical difficulties, they can report the problem on the incident management software. Many external IT problems are also spotted by employees before the customers, so it is important to fix them quickly. **Customers:** Customers can report IT problems and track when they will be solved. Incident management is the key to customer satisfaction and revenue generation.  Based on G2 reviews, incident management software with ITIL SLA tracking is a frequent evaluation criterion for mid-size IT teams looking to formalize incident, problem, and change management processes without the implementation lift of enterprise ITSM platforms. Reviewers describe SLA breach alerts, audit-ready incident histories, and structured workflows around incident categorization as the features that move a growing IT team from ad-hoc ticketing into a repeatable service management practice. #### Software Related to Incident Management Software Related solutions that can be used together with incident management software include: [Video conferencing](https://www.g2.com/categories/video-conferencing) **and** [audio conferencing software](https://www.g2.com/categories/audio-conferencing) **:** Video conferencing and audio conferencing software help drive troubleshooting efforts by providing an immediate avenue to communicate with all relevant parties. Since incidents tend to require immediate action to maximize uptime, it’s best to begin troubleshooting efforts as soon as possible.  [Log analysis software](https://www.g2.com/categories/log-analysis) **:** When something fails, the first place to check for a potential failure explanation is in logging. Application logs, server logs, and other logs are great leads to finding the solutions. Log analysis software assists in sorting through those logs, making it easier to find failure points and restore service. [Service desk software](https://www.g2.com/categories/service-desk) **:** Internal transparency is critical to incident management, not only because of auditing but also because it is essential to not repeat troubleshooting steps. Repeating the same (failed) steps means extra time spent not fixing an issue. Service desk tools help with transparency by providing a ticketing system where issues and attempted fixes can be tracked. ### Challenges with Incident Management Software Software solutions can come with their own set of challenges.  **Minor incident detection:** Not all major incidents are going to display an immediate sign that something is wrong. In situations like that, it can be difficult to hit that one "key" factor that’s going to set off an incident alert. For potential issues like those that a company could potentially come across, it’s important to consider setting up some warning alerts for signs of a possible incoming major incident. **Links to known issues:** In IT and development, issues that have occurred before or frequently are called known issues. While some of these might be well known among relevant teams, others might be obscure or even previously considered one-off issues. As a result, knowledge surrounding how to address the issue might be difficult to come by at first. Users can pair an incident management solution with knowledge management software to assist their teams in addressing issues more quickly. **ITIL compliant:** There is no standard or governance for ITIL. Adopting the ITSM processes that worked elsewhere doesn’t mean the company is complying with ITIL. The best practice is that IT teams should regularly review customer feedback and adjust their processes accordingly. After all, ITIL is all about efficiency and performance rather than compliance. Following ITIL blindly will make the ITSM process inflexible and unfit for others. ### How to Buy Incident Management Software #### Requirements Gathering (RFI/RFP) for Incident Management Software Whether a company is looking for its first incident management software or trying to replace an existing one, g2.com can help find the best solution. The company’s needs when searching for incident management software often relate to specifically desired data and metrics. For example, the user may be most interested in analyzing SLA breaches. Buyers should make a ranked list of the features that most directly address the problems they’re trying to solve, then reference G2 reviews to find the right fit. Prioritizing the desired feature set can help narrow down the potential pool of incident management solutions, allowing teams to then apply further considerations for budget, ease of integration with other systems, security requirements, and more. This holistic approach empowers buyers to move forward with a focused checklist, which can be used in conjunction with G2 scoring to select the best incident management tool for the business. #### Compare Incident Management Software **Create a long list** When searching for incident management software, companies need to identify compatibility requirements for existing communication tools, monitoring software, and knowledge management software. Buyers should make a list of important existing software that needs to be integrated, then filter out the incident management tools that can’t be integrated. For example, many incident management software are SaaS solutions that only work with other SaaS solutions on the cloud. If the company's IT operations and incident management process are on-premises, then the company should seriously check if its legacy IT infrastructure fits the incident management software.  **Create a short list** It helps to cross-reference the results of initial vendor evaluations with G2 reviews from other buyers, the combination of which will help to narrow in on a short three to five product list. From there, buyers can compare pricing and features to determine the best fit. Some vendors don’t charge implementation costs while some do.  **Conduct demos** As a rule of thumb, companies should make sure to demo all of the products that end up on their short list. During demos, buyers should ask specific questions related to the functionalities they care most about; for example, one might ask to be walked through what actionable insights are generated from an SLA breach report.  #### Selection of Incident Management Software **Choose a selection team** Regardless of a company’s size, it’s important to involve the most relevant personas when beginning the incident management software selection process. Larger companies may include the ITSM teams, procurement teams, IT managers, and engineers who will be working with the software most closely. Smaller companies with fewer employees might just need IT managers to fill the role. **Negotiation** Many vendors offer full software license platforms that go beyond incident management (on-premises) to include knowledge management and observability platforms. While some companies will not budge on the configurations of their packages, buyers looking to trim costs should try to negotiate down to the specific functions that matter to them to get the best price. For example, a vendor’s pricing page where incident management functionality is only included with a robust all-in-one monitoring package, whereas a sales conversation may prove otherwise.  **Final decision** After this stage, it is important to perform a trial run if possible with a small selection of IT professionals or developers. This will help to ensure that the incident management software of choice integrates well with an ITSM specialist’s systems setup or an engineer’s day-to-day work. If the incident management tool is well liked and well utilized, the buyer can take that as a sign that their selection is the right one. If not, looking back at the other options may be necessary.