# Best Incident Management Software *By [Tian Lin](https://research.g2.com/insights/author/tian-lin)* 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 Incident Management Software at a Glance | # | Product | Rating | Best For | What Users Say | |---|---------|--------|----------|----------------| | 1 | [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) | 4.5/5.0 (1,737 reviews) | ITIL-aligned incident workflows with CMDB context | "[A Reliable Platform for Managing IT Services](https://www.g2.com/survey_responses/servicenow-it-service-management-review-12951588)" | | 2 | [NinjaOne](https://www.g2.com/products/ninjaone/reviews) | 4.7/5.0 (4,346 reviews) | Proactive endpoint incident detection with automated remediation | "[NinjaOne Streamlines Endpoint Management and Remote Troubleshooting](https://www.g2.com/survey_responses/ninjaone-review-12791930)" | | 3 | [xMatters](https://www.g2.com/products/xmatters/reviews) | 4.5/5.0 (766 reviews) | Multi-channel on-call alerting with workflow automation | "[No-Code Flow Designer and Reliable Multi-Channel Escalations](https://www.g2.com/survey_responses/xmatters-review-12874202)" | | 4 | [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | 4.3/5.0 (961 reviews) | Atlassian-native ITSM with dev-ops integration | "[Jira Service Management for Efficient Ticket Tracking and Support Workflow](https://www.g2.com/survey_responses/jira-service-management-review-12817846)" | | 5 | [New Relic](https://www.g2.com/products/new-relic/reviews) | 4.4/5.0 (568 reviews) | Full-stack observability with distributed tracing | "[Real-Time Insights, Smooth Troubleshooting](https://www.g2.com/survey_responses/new-relic-review-12023699)" | | 6 | [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5.0 (1,290 reviews) | ITIL-aligned ticketing with workflow automation | "[Strong visibility and control, but takes effort to get it right](https://www.g2.com/survey_responses/freshservice-review-12723378)" | | 7 | [PagerDuty](https://www.g2.com/products/pagerduty/reviews) | 4.5/5.0 (936 reviews) | Multi-channel on-call alerting with escalation policies | "[Reliable paging that keeps our Azure on-call rotation sane](https://www.g2.com/survey_responses/pagerduty-review-12831402)" | | 8 | [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) | 4.3/5.0 (774 reviews) | Asset-linked incident tracking with integrated change control | "[Ticketing and Asset Management in One Clean, Reliable Platform](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12714845)" | | 9 | [incident.io](https://www.g2.com/products/incident-io/reviews) | 4.8/5.0 (181 reviews) | Slack-native incident coordination with automated workflows | "[Seamless Incident Management with Responsive Support](https://www.g2.com/survey_responses/incident-io-review-12836485)" | | 10 | [Xurrent IMR](https://www.g2.com/products/xurrent-imr/reviews) | 4.5/5.0 (180 reviews) | Multi-channel alert routing with escalation policies | "[Streamlined Incident Management with Great GCP Integration and Support](https://www.g2.com/survey_responses/xurrent-imr-review-12908520)" | ## How Many Incident Management Software Products Does G2 Track? **Total Products under this Category:** 127 ### Category Stats (Jun 2026) - **Average Rating**: 4.42/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product**: Cutover (+0.66%) - Among all products in this category, Cutover recorded the largest rating increase compared to last month *Last updated: June 29, 2026* ## How Does G2 Rank Incident Management Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 16,600+ Authentic Reviews - 127+ 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. ## Which Incident Management Software Is Best for Your Use Case? - **Leader:** [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - **Highest Performer:** [incident.io](https://www.g2.com/products/incident-io/reviews) - **Easiest to Use:** [NinjaOne](https://www.g2.com/products/ninjaone/reviews) - **Top Trending:** [NinjaOne](https://www.g2.com/products/ninjaone/reviews) - **Best Free Software:** [Freshservice](https://www.g2.com/products/freshservice/reviews) ## What Are the Top-Rated Incident Management Software Products in 2026? ### 1. [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:** 1,737 **How Do G2 Users Rate ServiceNow IT Service Management?** - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.7/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.9/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.3/10 (Category avg: 7.2/10) **Who Is the Company Behind ServiceNow IT Service Management?** - **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow) - **Company Website:** https://www.servicenow.com/ - **Year Founded:** 2004 - **HQ Location:** Santa Clara, CA - **Twitter:** @servicenow (55,548 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/29352/ (35,081 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Consultant, Software Engineer - **Top Industries:** Information Technology and Services, Hospital & Health Care - **Company Size:** 66% Enterprise, 19% Mid-Market #### What Are ServiceNow IT Service Management's Pros and Cons? **Pros:** - Ease of Use (168 reviews) - Incident Management (112 reviews) - Efficiency (100 reviews) - Features (97 reviews) - Automation (85 reviews) **Cons:** - Learning Curve (72 reviews) - Expensive (60 reviews) - Complexity (56 reviews) - Limited Customization (51 reviews) - Customization Difficulty (48 reviews) ### What Do G2 Reviewers Say About ServiceNow IT Service Management? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** in ServiceNow IT Service Management, simplifying task management and reporting effectively. - Users value the **rich features** of ServiceNow ITSM, offering a comprehensive platform for efficient incident management. - Users value the **high efficiency** of ServiceNow IT Service Management, enhancing tracking, reporting, and user satisfaction across IT services. - Users value the **robust, customizable functionalities** and easy deployment of ServiceNow IT Service Management for IT processes. - Users value the **strong automation capabilities** of ServiceNow, enhancing efficiency and streamlining IT operations effectively. **Cons:** - Users find the **learning curve steep** , requiring significant effort to become proficient with ServiceNow IT Service Management. - Users find ServiceNow IT Service Management **too expensive** , as high costs limit accessibility for smaller teams and organizations. - Users find the **complexity** of configuring ServiceNow ITSM challenging, requiring extensive training and expertise for effective use. - Users feel that **limited customization** can hinder effective data usage and complicate the overall experience. - Users find **customization difficult** in ServiceNow IT Service Management, requiring significant expertise and potentially high costs. #### What Are Recent G2 Reviews of ServiceNow IT Service Management? **"[ServiceNow ITSM: Seamless Automation, Customizable Workflows, and Clear Reporting](https://www.g2.com/survey_responses/servicenow-it-service-management-review-12937645)"** **Rating:** 4.5/5.0 stars *— Ramkumar H.* [Read full review](https://www.g2.com/survey_responses/servicenow-it-service-management-review-12937645) --- **"[A Reliable Platform for Managing IT Services](https://www.g2.com/survey_responses/servicenow-it-service-management-review-12951588)"** **Rating:** 4.5/5.0 stars *— Shaik S.* [Read full review](https://www.g2.com/survey_responses/servicenow-it-service-management-review-12951588) --- #### 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) - 2 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) - 1 comment ### 2. [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:** 4,346 **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: 7.2/10) **Who Is the Company Behind NinjaOne?** - **Seller:** [NinjaOne](https://www.g2.com/sellers/ninjaone) - **Company Website:** https://www.ninjaone.com/ - **Year Founded:** 2013 - **HQ Location:** Austin, Texas - **Twitter:** @NinjaOne (3,607 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/6436301/ (2,121 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager, Owner - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 48% Mid-Market, 44% Small-Business #### What Are NinjaOne's Pros and Cons? **Pros:** - Ease of Use (1373 reviews) - Remote Access (867 reviews) - Features (852 reviews) - Automation (820 reviews) - Customer Support (733 reviews) **Cons:** - Missing Features (715 reviews) - Limited Features (396 reviews) - Improvement Needed (372 reviews) - Needs Improvement (362 reviews) - Feature Issues (306 reviews) ### What Do G2 Reviewers Say About NinjaOne? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of NinjaOne, simplifying management of company assets with its all-in-one solution. - Users appreciate the **remote access capabilities** of NinjaOne, enjoying flexibility and control over their devices efficiently. - Users appreciate the **automation and alert features** of NinjaOne, greatly simplifying server management and enhancing productivity. - Users praise the **automation features** of NinjaOne, highlighting their simplicity and effectiveness in enhancing workflow. - Users highly value the **exceptional customer support** from NinjaOne, appreciating quick access to knowledgeable staff and effective solutions. **Cons:** - Users find the **missing features** in NinjaOne limit its usability, particularly concerning the mobile app and policy application. - Users find NinjaOne has **limited features** , especially in scripting and mobile app functionality, hindering usability. - Users find the **search function lacking** and desire quicker feature delivery and improved endpoint visibility. - Users find that NinjaOne's **search function and dashboard could use substantial improvement** for better usability and feature visibility. - Users face **feature issues** with NinjaOne, struggling with function settings and application installations, affecting usability. #### What Are Recent G2 Reviews of NinjaOne? **"[NinjaOne Streamlines Endpoint Management and Remote Troubleshooting](https://www.g2.com/survey_responses/ninjaone-review-12791930)"** **Rating:** 4.0/5.0 stars *— Richard T.* [Read full review](https://www.g2.com/survey_responses/ninjaone-review-12791930) --- **"[Super Easy and Effective - Loved my Experience!](https://www.g2.com/survey_responses/ninjaone-review-9229992)"** **Rating:** 5.0/5.0 stars *— Kyle P.* [Read full review](https://www.g2.com/survey_responses/ninjaone-review-9229992) --- #### 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 ### 3. [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: 7.2/10) **Who Is the Company Behind xMatters?** - **Seller:** [Everbridge](https://www.g2.com/sellers/everbridge) - **Company Website:** https://www.everbridge.com - **Year Founded:** 2002 - **HQ Location:** Vienna, VA - **Twitter:** @Everbridge (4,786 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/33883 (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% Enterprise, 27% Mid-Market #### What Are xMatters's Pros and Cons? **Pros:** - Alerting System (62 reviews) - Ease of Use (54 reviews) - Alert Management (50 reviews) - Automation (43 reviews) - Notifications (40 reviews) **Cons:** - Complexity (26 reviews) - Learning Curve (22 reviews) - Alert Issues (17 reviews) - Complex Setup (16 reviews) - Difficult Setup (16 reviews) ### What Do G2 Reviewers Say About xMatters? *AI-generated summary from verified user reviews* **Pros:** - Users value the **reliable and fast incident notifications** from xMatters, enhancing communication during critical situations. - Users value the **ease of use** of xMatters, enjoying streamlined workflows and centralized information for effective incident management. - Users value the **consistent communication** capabilities of xMatters, enhancing incident management and response efficiency across teams. - Users value the **powerful automation and workflows** in xMatters, enhancing incident management effectively. - Users value the **timely notification alerts** from xMatters, boosting responsiveness and enhancing overall efficiency. **Cons:** - Users find the **steep learning curve** challenging, especially with complex integrations and initial configurations. - Users find the **steep learning curve** of xMatters' administrative interface challenging, delaying setup and workflow integration. - Users often face **alert issues** with xMatters, leading to schedule mistakes and delayed notifications during critical times. - Users find the **complex setup** of xMatters challenging, especially with steep learning curves and time-consuming configurations. - Users find the **difficult setup** of xMatters challenging, creating stress and slowing down early adoption of the system. #### What Are Recent G2 Reviews of xMatters? **"[X-Matters Makes 2 AM Escalations Effortless with Reliable Multi-Channel Alerts](https://www.g2.com/survey_responses/xmatters-review-12974416)"** **Rating:** 5.0/5.0 stars *— Alexander P.* [Read full review](https://www.g2.com/survey_responses/xmatters-review-12974416) --- **"[No-Code Flow Designer and Reliable Multi-Channel Escalations](https://www.g2.com/survey_responses/xmatters-review-12874202)"** **Rating:** 5.0/5.0 stars *— Zuhaib I.* [Read full review](https://www.g2.com/survey_responses/xmatters-review-12874202) --- #### What Are G2 Users Discussing About xMatters? - [What is xMatters used for?](https://www.g2.com/discussions/what-is-xmatters-used-for) - 1 comment ### 4. [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:** 961 **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: 7.2/10) **Who Is the Company Behind Jira Service Management?** - **Seller:** [Atlassian](https://www.g2.com/sellers/atlassian) - **Company Website:** https://www.atlassian.com/ - **Year Founded:** 2002 - **HQ Location:** Sydney and San Francisco - **Twitter:** @Atlassian (106,496 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/atlassian (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% Mid-Market, 38% Enterprise #### What Are Jira Service Management's Pros and Cons? **Pros:** - Ease of Use (46 reviews) - Integrations (32 reviews) - Automation (31 reviews) - Ticket Management (31 reviews) - Tracking Ease (29 reviews) **Cons:** - Learning Curve (33 reviews) - Complexity (28 reviews) - Steep Learning Curve (27 reviews) - Complex Setup (22 reviews) - Complex UI (16 reviews) ### 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 collaboration and efficiency across departments. - Users value the **seamless integration** of Jira Service Management with Atlassian tools, enhancing collaboration and efficiency. - Users benefit from **effective automation** in Jira Service Management, reducing manual tasks and streamlining workflows efficiently. - Users value the **user-friendly ticket management system** that simplifies tracking and integrates seamlessly with workflows. - Users appreciate the **ease of tracking** in Jira Service Management, enhancing efficiency and accountability in service management. **Cons:** - Users face a **steep learning curve** with Jira Service Management, especially during initial setup and customization. - Users find the **steep learning curve** of Jira Service Management challenging, particularly for newcomers and non-technical teams. - Users struggle with a **steep learning curve** and complex interface, making onboarding and full utilization challenging. - Users find the **complex setup** of Jira Service Management to be challenging, especially for newcomers and non-technical teams. - Users find the **UI complex and overwhelming** , making navigation difficult for first-time users and non-technical stakeholders. #### What Are Recent G2 Reviews of Jira Service Management? **"[JIRA review on panel](https://www.g2.com/survey_responses/jira-service-management-review-11356967)"** **Rating:** 4.5/5.0 stars *— Gaurav S.* [Read full review](https://www.g2.com/survey_responses/jira-service-management-review-11356967) --- **"[Jira Service Management for Efficient Ticket Tracking and Support Workflow](https://www.g2.com/survey_responses/jira-service-management-review-12817846)"** **Rating:** 5.0/5.0 stars *— Priyanka B.* [Read full review](https://www.g2.com/survey_responses/jira-service-management-review-12817846) --- #### 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 ### 5. [New Relic](https://www.g2.com/products/new-relic/reviews) New Relic invented cloud APM for application engineers. Today it is a leader in observability and source of truth for all engineers to make decisions with data across their entire software stack and the software life cycle. There are an estimated 25 million engineers in the world across more than 25 distinct functions. As every company becomes a software company, engineers are using New Relic to gather real-time insights and trending data about the performance of their software so they can be more resilient and deliver exceptional customer experiences. Only New Relic provides an all-in-one platform that is built and sold as a unified experience. With New Relic, customers get access to a secure telemetry cloud for all metrics, events, logs, and traces; powerful full-stack analysis tools; and predictable user-based pricing. New Relic has also curated one of the industry’s largest ecosystems of open source integrations, making it easy for every engineer to get started with observability and use New Relic alongside their other favorite applications. **Average Rating:** 4.4/5.0 **Total Reviews:** 568 **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: 7.2/10) **Who Is the Company Behind New Relic?** - **Seller:** [New Relic](https://www.g2.com/sellers/new-relic) - **Company Website:** https://newrelic.com - **Year Founded:** 2008 - **HQ Location:** San Francisco, CA - **Twitter:** @newrelic (65,727 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/426253/ (3,053 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 43% Mid-Market, 30% Enterprise #### What Are New Relic's Pros and Cons? **Pros:** - Ease of Use (150 reviews) - Real-time Monitoring (137 reviews) - Monitoring (117 reviews) - Insights (104 reviews) - Analytics (90 reviews) **Cons:** - Expensive (83 reviews) - Learning Curve (66 reviews) - Complexity (59 reviews) - Pricing Issues (53 reviews) - Difficult Learning (52 reviews) ### What Do G2 Reviewers Say About New Relic? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **intuitive and easy-to-use interface** of New Relic, facilitating quick access to vital data. - Users value the **real-time monitoring capabilities** of New Relic, enhancing visibility into application performance and environments. - Users value the **real-time monitoring** capabilities of New Relic, enabling proactive issue detection and resolution. - Users value the **intuitive interface and real-time performance insights** provided by New Relic for enhanced monitoring. - Users praise the **detailed analytics** in New Relic, particularly valuing the powerful APM and customizable dashboards. **Cons:** - Users find New Relic's pricing model to be **expensive** , especially for smaller teams and high data volumes. - Users find a **steep learning curve** with New Relic, as mastering advanced features requires time and effort. - Users find the **complexity** of New Relic daunting, with a steep learning curve and a cumbersome interface. - Users find the **pricing model expensive** , especially for teams with high data volumes or multiple users. - Users find learning New Relic's features and **NRQL challenging** , requiring significant expertise for effective use. #### What Are Recent G2 Reviews of New Relic? **"[Real-Time Insights, Smooth Troubleshooting](https://www.g2.com/survey_responses/new-relic-review-12023699)"** **Rating:** 5.0/5.0 stars *— Rahul P.* [Read full review](https://www.g2.com/survey_responses/new-relic-review-12023699) --- **"[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) --- #### 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 ### 6. [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:** 1,290 **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: 7.2/10) **Who Is the Company Behind Freshservice?** - **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks) - **Company Website:** https://www.freshworks.com/ - **Year Founded:** 2010 - **HQ Location:** San Mateo, CA - **Twitter:** @FreshworksInc (19,020 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/freshworks-inc/ (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% Mid-Market, 21% Enterprise #### What Are Freshservice's Pros and Cons? **Pros:** - Ease of Use (229 reviews) - Features (116 reviews) - Automation (101 reviews) - Ticketing System (101 reviews) - Ticket Management (92 reviews) **Cons:** - Missing Features (83 reviews) - Limited Features (56 reviews) - Limited Customization (47 reviews) - Learning Curve (45 reviews) - Ticketing Issues (44 reviews) ### What Do G2 Reviewers Say About Freshservice? *AI-generated summary from verified user reviews* **Pros:** - Users highlight the **ease of use** of Freshservice, making it intuitive and user-friendly for all agents. - Users appreciate the **user-friendly interface** of Freshservice, which simplifies complex tasks while offering extensive features. - Users value the **automation capabilities** of Freshservice, enhancing efficiency and streamlining helpdesk operations. - Users value the **ease of use and efficiency** in the Freshservice ticketing system, enhancing team collaboration and tracking. - Users value the **ease of use** in ticket management, streamlining requests and enhancing team efficiency significantly. **Cons:** - Users find the **lack of essential features** in Freshservice limits its effectiveness and increases overall costs. - Users are frustrated with **limited features** in Freshservice, wishing for more quality-of-life options like those in Zendesk. - Users point out the **limited customization** options in Freshservice, requiring extensive effort for necessary modifications. - Users find a **steep learning curve** due to insufficient tutorials and the complexity of advanced features in Freshservice. - Users experience **ticketing issues** like limited features, inconvenient workflows, and clunky permissions, impacting overall usability. #### What Are Recent G2 Reviews of Freshservice? **"[Strong visibility and control, but takes effort to get it right](https://www.g2.com/survey_responses/freshservice-review-12723378)"** **Rating:** 4.5/5.0 stars *— Brooks A.* [Read full review](https://www.g2.com/survey_responses/freshservice-review-12723378) --- **"[Powerful Ticketing, SLAs, Automations, and Analytics That Boost Agent Organization](https://www.g2.com/survey_responses/freshservice-review-12805161)"** **Rating:** 4.0/5.0 stars *— Davi A.* [Read full review](https://www.g2.com/survey_responses/freshservice-review-12805161) --- #### 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 ### 7. [PagerDuty](https://www.g2.com/products/pagerduty/reviews) PagerDuty helps organizations of all sizes deliver seamless digital experiences by providing real-time insights and automation through the PagerDuty Operations Cloud. Designed to manage critical incidents, PagerDuty enables teams to detect, assess, and resolve issues faster, preventing downtime and ensuring business continuity. Key Features and Product Functionality PagerDuty Operations Cloud is the heart of our platform, providing proactive incident response, on-call management, automated workflows, and AI-powered insights. With seamless integrations to over 700 tools, including monitoring and collaboration platforms, PagerDuty helps teams centralize their operations to improve service reliability and avoid disruption. What Makes us Different PagerDuty empowers teams to solve critical problems quickly and efficiently, enhancing operational resilience and improving overall performance. Trusted by leading organizations, the Operations Cloud is uniquely built to handle the complexities of today’s digital businesses. Our ability to deliver real-time incident resolution sets us apart, giving IT leaders and CIOs the confidence to maintain always-on services. Get Started Experience the power of the PagerDuty Operations Cloud. Learn more and start your free trial at www.pagerduty.com/free-trial **Average Rating:** 4.5/5.0 **Total Reviews:** 936 **How Do G2 Users Rate PagerDuty?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.0/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.2/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.1/10 (Category avg: 7.2/10) **Who Is the Company Behind PagerDuty?** - **Seller:** [PagerDuty](https://www.g2.com/sellers/pagerduty) - **Company Website:** https://www.pagerduty.com/ - **Year Founded:** 2009 - **HQ Location:** San Francisco, CA - **Twitter:** @pagerduty (24,689 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/482819/ (1,267 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 43% Mid-Market, 38% Enterprise #### What Are PagerDuty's Pros and Cons? **Pros:** - Alert Notifications (21 reviews) - Alerting System (19 reviews) - Alert Management (17 reviews) - Ease of Use (15 reviews) - Easy Integrations (15 reviews) **Cons:** - Alert Issues (12 reviews) - Expensive (8 reviews) - Complexity (7 reviews) - Inefficient Alert System (7 reviews) - Complex UI (6 reviews) ### What Do G2 Reviewers Say About PagerDuty? *AI-generated summary from verified user reviews* **Pros:** - Users value the **automated and priority-based alerts** from PagerDuty, ensuring timely responses and efficient incident management. - Users appreciate the **automated and priority-based notifications** of PagerDuty, enhancing incident response efficiency and organization. - Users appreciate the **easy collaboration and reliable alert management** features of PagerDuty for effective incident handling. - Users praise the **ease of use** of PagerDuty, appreciating the intuitive mobile app and seamless scheduling features. - Users value the **easy integrations** with various tools, streamlining workflows and enhancing team collaboration effectively. **Cons:** - Users experience **alert issues** with PagerDuty, finding it noisy and lacking flexibility in handling incidents effectively. - Users find the pricing of PagerDuty to be **expensive** , especially for small teams and essential features. - Users find the **interface complexity** and overwhelming alerts in PagerDuty can hinder ease of use for newcomers. - Users find the **inefficient alert system** overwhelming, especially when alerts aren't filtered well or finely tuned. - Users find the **complex UI** challenging, especially for navigation and managing alerts effectively. #### What Are Recent G2 Reviews of PagerDuty? **"[Technical efficiency approach](https://www.g2.com/survey_responses/pagerduty-review-12856233)"** **Rating:** 4.0/5.0 stars *— Johnny C.* [Read full review](https://www.g2.com/survey_responses/pagerduty-review-12856233) --- **"[Reliable paging that keeps our Azure on-call rotation sane](https://www.g2.com/survey_responses/pagerduty-review-12831402)"** **Rating:** 4.5/5.0 stars *— Nik H.* [Read full review](https://www.g2.com/survey_responses/pagerduty-review-12831402) --- #### What Are G2 Users Discussing About PagerDuty? - [What is PagerDuty used for?](https://www.g2.com/discussions/what-is-pagerduty-used-for) - 2 comments - [Who are PagerDuty competitors?](https://www.g2.com/discussions/who-are-pagerduty-competitors) - [How much does PagerDuty cost?](https://www.g2.com/discussions/how-much-does-pagerduty-cost) - 1 comment - [Who uses PagerDuty?](https://www.g2.com/discussions/who-uses-pagerduty) - [What is PagerDuty software?](https://www.g2.com/discussions/what-is-pagerduty-software) ### 8. [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) Enterprise-grade ITSM that's actually easy to use — resolve issues up to 52% faster with AI, unified asset management, and native ITOps integration built in from day one. SolarWinds Service Desk is a cloud-based IT service management (ITSM) platform that enables IT teams and other business departments to manage service requests, incidents, assets, and workflows in a unified environment. It is designed for IT professionals, service desk teams, and organizations looking to enhance their service management capabilities without the implementation overhead typically associated with enterprise ITSM tools. The platform covers incident management, problem management, change management, asset management, and CMDB in a single product. A configurable, drag-and-drop self-service portal and easy-to-use knowledge base allow end users to resolve common issues independently, while rule-based automations handle ticket routing, prioritization, escalation, and notifications without manual intervention. Customizable dashboards and reporting give teams visibility across incidents, requests, changes, and assets. AI capabilities are embedded directly into agent workflows; including ticket summarization, solution suggestions, intelligent incident/problem linking, response and resolution drafting, runbook generation, and knowledge base recommendations. These capabilities are available out of the box without additional configuration. The AI is scoped to surface relevant, actionable information at the right moment rather than requiring teams to build or maintain separate AI tooling. As part of the SolarWinds portfolio, Service Desk integrates natively with SolarWinds Observability and IT operations tools, allowing infrastructure alerts to automatically generate service desk tickets and giving technicians direct access to node health, recent changes, and other operational context within the incident record. Native integrations also include Microsoft Entra ID for user lifecycle management, Jira for cross-team escalation, Automox for patch management, and an open API for custom connections. Service Desk supports enterprise service management (ESM), enabling organizations to extend ITSM processes beyond IT, to departments such as HR, Facilities, and Legal, without additional products or professional services. For IT teams, the lift is minimal: new department portals are built on the same platform they already manage, using the same workflows, automations, and reporting. This gives IT centralized visibility and control across the organization, reducing the risk of departments adopting unauthorized tools to fill gaps in service coverage. Overall, SolarWinds Service Desk offers a robust set of features designed to enhance service management efficiency, without the headache. By integrating automation, customized workflows, and intelligent recommendations, it stands out as a comprehensive solution that not only addresses the immediate needs of IT teams but also supports broader organizational goals for improved service delivery. **Average Rating:** 4.3/5.0 **Total Reviews:** 774 **How Do G2 Users Rate SolarWinds Service Desk?** - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.4/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.4/10 (Category avg: 8.9/10) - **AI Text Generation:** 5.9/10 (Category avg: 7.2/10) **Who Is the Company Behind SolarWinds Service Desk?** - **Seller:** [SolarWinds Worldwide LLC](https://www.g2.com/sellers/solarwinds-worldwide-llc) - **Company Website:** https://www.solarwinds.com - **Year Founded:** 1999 - **HQ Location:** Austin, TX - **Twitter:** @solarwinds (19,570 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/166039/ (2,824 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager, Systems Administrator - **Top Industries:** Information Technology and Services, Hospital & Health Care - **Company Size:** 67% Mid-Market, 23% Enterprise #### What Are SolarWinds Service Desk's Pros and Cons? **Pros:** - Asset Management (4 reviews) - Ticketing System (4 reviews) - Customer Satisfaction (3 reviews) - Custom Fields (3 reviews) - Incident Management (3 reviews) **Cons:** - Insufficient Information (3 reviews) - Expensive (2 reviews) - Limited Customization (2 reviews) - Limited Features (2 reviews) - Missing Features (2 reviews) ### What Do G2 Reviewers Say About SolarWinds Service Desk? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **enhanced asset management** capabilities of SolarWinds Service Desk, improving visibility and decision-making efficiency. - Users appreciate the **integrated ticketing system** of SolarWinds Service Desk, enhancing issue resolution and visibility. - Users appreciate the **excellent customer satisfaction** from SolarWinds Service Desk, benefitting from improved visibility and insights. - Users value the **customizable fields** in SolarWinds Service Desk, enhancing workflows and tailoring processes to company needs. - Users appreciate the **easy navigation and ticketing features** of SolarWinds Service Desk, streamlining incident management effectively. **Cons:** - Users find the **insufficient information** in SolarWinds Service Desk limits effective device management and analysis capabilities. - Users find SolarWinds Service Desk to be **quite expensive** compared to other basic helpdesk options and alternatives. - Users note the **limited customization** options in SolarWinds Service Desk, affecting large enterprises' needs for features and integrations. - Users note the **limited features** of SolarWinds Service Desk, which may not meet the diverse needs of large enterprises. - Users note the **missing features** in SolarWinds Service Desk, limiting flexibility and enterprise-level customizations and integrations. #### What Are Recent G2 Reviews of SolarWinds Service Desk? **"[Ticketing and Asset Management in One Clean, Reliable Platform](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12714845)"** **Rating:** 4.5/5.0 stars *— Verified User in Gambling & Casinos* [Read full review](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12714845) --- **"[Intuitive, All-in-One ITSM That Streamlines Ticketing and Asset Management](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12748126)"** **Rating:** 5.0/5.0 stars *— Lakhan N.* [Read full review](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12748126) --- #### What Are G2 Users Discussing About SolarWinds Service Desk? - [What is SolarWinds Service Desk used for?](https://www.g2.com/discussions/what-is-solarwinds-service-desk-used-for) - [How does help desk software work?](https://www.g2.com/discussions/solarwinds-service-desk-how-does-help-desk-software-work) - [What is remote service desk?](https://www.g2.com/discussions/what-is-remote-service-desk) - [What is the purpose of a service desk?](https://www.g2.com/discussions/what-is-the-purpose-of-a-service-desk) - [Is SolarWinds service desk on premise?](https://www.g2.com/discussions/is-solarwinds-service-desk-on-premise) ### 9. [incident.io](https://www.g2.com/products/incident-io/reviews) Incidents can be stressful, but they don’t have to be. incident.io helps tech-led businesses navigate incidents from declaration to post-mortem and well beyond. Built on the experience from thousands of incidents, from small bugs to SEV-1’s, incident.io eliminates anxiety, uncertainty, and chaos experienced by responders during an incident. With an elegantly-designed interface, streamlined and transparent communication channels via Slack, and powerful workflows that bring automation and flexibility to your response process, incident.io minimizes communication silos and helps eliminate manual processes. With incident.io, you can focus on improving your product’s reliability and reducing downtime. With over a dozen integrations with popular tools like PagerDuty, Jira, and Backstage, incident.io ensures seamless connectivity throughout the incident response process. Trusted by industry-leading companies, including Etsy, monday.com, and Skyscanner, incident.io empowers faster incident resolution and cultivates shared understanding of roles and responsibilities among your team members. End-to-end incident management from the first alert to the final follow-up, with On-call, incident response, and status pages in one powerful incident management platform. Leveraging powerful dashboards that provide deep insights, engineering teams can learn from past incidents and apply cumulative knowledge to build more resilient products. With an intuitive interface that can be used by everyone — from the SRE, to the CS rep, to the CEO — and a seamless user experience, incident.io meaningfully improves your incident management process so that you can spend less time responding to incidents and more time fostering customer trust. **Average Rating:** 4.8/5.0 **Total Reviews:** 181 **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:** 8.2/10 (Category avg: 7.2/10) **Who Is the Company Behind incident.io?** - **Seller:** [incident.io](https://www.g2.com/sellers/incident-io) - **Company Website:** https://incident.io - **Year Founded:** 2021 - **HQ Location:** New York, US - **Twitter:** @incident_io (3,684 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/incident-io/ (199 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Senior Software Engineer, Site Reliability Engineer - **Top Industries:** Computer Software, Financial Services - **Company Size:** 67% Mid-Market, 20% Enterprise #### What Are incident.io's Pros and Cons? **Pros:** - Ease of Use (29 reviews) - Customer Support (27 reviews) - Slack Integration (24 reviews) - Integrations (20 reviews) - Customer Satisfaction (18 reviews) **Cons:** - Missing Features (8 reviews) - Limited Features (7 reviews) - Feature Issues (4 reviews) - Integration Issues (3 reviews) - Confusion (2 reviews) ### 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, finding it straightforward to set up and configure effectively. - Users praise the **responsive customer support** of incident.io, making incident management seamless and effective. - Users value the **seamless Slack integration** of incident.io, enhancing efficiency and collaboration during incident management. - Users value the **seamless integrations** of Incident.io, enhancing teamwork and efficiency in incident management. - Users commend **incident.io's excellent customer support** , with rapid responses and effective collaboration enhancing their incident management experience. **Cons:** - Users express disappointment over **missing features** like multi-language support and SLA tracking, limiting broader adoption. - Users find the **limited features** of incident.io restricts customization and overlooks important functionalities like SLA tracking. - Users face challenges with **feature issues** such as limited API functionality and cumbersome catalog creation processes. - Users note significant **integration issues** , particularly with Microsoft Teams and limited options for automated incident management. - Users find the **configuration of escalation paths confusing** and struggle with frequent UI changes impacting usability. #### What Are Recent G2 Reviews of incident.io? **"[Seamless Incident Management with Responsive Support](https://www.g2.com/survey_responses/incident-io-review-12836485)"** **Rating:** 4.5/5.0 stars *— David H.* [Read full review](https://www.g2.com/survey_responses/incident-io-review-12836485) --- **"[AI-First Incident Management with AI that Actually Saves Time](https://www.g2.com/survey_responses/incident-io-review-12135100)"** **Rating:** 5.0/5.0 stars *— Alex N.* [Read full review](https://www.g2.com/survey_responses/incident-io-review-12135100) --- #### 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 ### 10. [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:** 180 **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: 7.2/10) **Who Is the Company Behind Xurrent IMR?** - **Seller:** [Xurrent](https://www.g2.com/sellers/xurrent) - **Company Website:** https://www.xurrent.com/ - **Year Founded:** 2010 - **HQ Location:** Santa Barbara, US - **Twitter:** @4me (250 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/xurrent/ (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:** 48% Mid-Market, 27% Small-Business #### What Are Xurrent IMR's Pros and Cons? **Pros:** - Ease of Use (50 reviews) - Alert Management (46 reviews) - Integrations (37 reviews) - Customer Support (33 reviews) - User Interface (32 reviews) **Cons:** - Missing Features (12 reviews) - Notification Issues (12 reviews) - Scheduling Issues (11 reviews) - Learning Curve (10 reviews) - Feature Issues (9 reviews) ### What Do G2 Reviewers Say About Xurrent IMR? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Xurrent IMR, finding it simple and intuitive for all levels. - Users appreciate the **ease of handling alerts** with Xurrent IMR, enhancing monitoring and notification processes effectively. - Users value the **seamless integration capabilities** of Xurrent IMR, enhancing their workflow with various plugins. - Users praise the **responsive and helpful customer support** of Xurrent IMR, enhancing their overall experience significantly. - Users value the **smooth and user-friendly interface** of Xurrent IMR, making it easy for beginners to navigate. **Cons:** - Users find the **limited features** of Xurrent IMR frustrating, impacting overall usability and effectiveness in incident management. - Users experience **notification issues** with Xurrent IMR, struggling with spam calls and lengthy, unhelpful alerts. - Users report **scheduling issues** with Xurrent IMR, finding the UI complex and unintuitive for managing alerts and schedules. - Users find the **learning curve steep** for new users, making adaptation challenging and requiring extra tutorials. - Users report **feature issues** with Xurrent IMR, citing difficulties in navigation and a need for better automation. #### What Are Recent G2 Reviews of Xurrent IMR? **"[Intuitive UI with strong features, but some features needs improvement](https://www.g2.com/survey_responses/xurrent-imr-review-12696020)"** **Rating:** 4.0/5.0 stars *— Verified User in Financial Services* [Read full review](https://www.g2.com/survey_responses/xurrent-imr-review-12696020) --- **"[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 ### 11. [Rakuten SixthSense Observability](https://www.g2.com/products/rakuten-sixthsense-observability/reviews) In today's digital landscape, businesses need a powerful and comprehensive Application Performance Monitoring (APM) solution to stay ahead of the curve. Introducing Rakuten SixthSense Observability - a next-generation APM tool that transforms the way you monitor, analyze, and optimize your applications and infrastructure. With its robust suite of features and advanced analytics, Rakuten SixthSense Observability empowers you to proactively identify and resolve issues, streamline operations, and enhance customer experiences. Key Capabilities: • Comprehensive Monitoring and Alerting: Rakuten SixthSense Observability offers end-to-end monitoring of your applications, infrastructure, and network performance. With real-time alerting and customizable dashboards, you can quickly detect issues and gain actionable insights into the health and performance of your systems. • Distributed Tracing and Correlation: Gain full visibility into your application's performance with distributed tracing, which tracks transactions and requests across multiple services and components. This feature helps you identify bottlenecks, latency issues, and errors, making it easier to optimize your application and enhance customer experiences. • Anomaly Detection and Machine Learning: Leverage Rakuten SixthSense's advanced machine learning capabilities to automatically identify unusual patterns and deviations in application performance and resource utilization. This proactive approach enables you to detect and resolve issues before they impact your business and customers. • Advanced Analytics and Visualization: Rakuten SixthSense's rich data visualization and analytics tools allow you to dive deep into your application performance data. Generate custom reports, analyze trends, and uncover hidden patterns that can drive continuous improvement and optimization. • Log Management and Integration: Effortlessly collect, analyze, and store logs from various sources with Rakuten SixthSense's integrated log management feature. This seamless integration enables you to correlate log data with performance metrics and traces, providing a comprehensive understanding of your application's behaviour. • Scalability and Flexibility: Rakuten SixthSense Observability is built to scale with your growing business needs, supporting a wide range of applications, services, and infrastructure. Its flexible architecture allows you to customize the tool to your specific requirements and integrate it with other monitoring and observability solutions. Current Feature set: • Application Performance Monitoring: Full stack visibility across Java, PHP, Node.js, Python, Go and a lot more! Key Features include, Distributed Tracing, Profiling, Database Monitoring • Infrastructure Monitoring: Get a birds-eye view of your infrastructure health and gain granular insights with easy deployment Key Features include Kubernetes, VMs, Web Servers, Cloud Integrations • Digital Experience Monitoring: Improve the end-user experience of your applications mapped with contextual information of application performance metrics • Browser Monitoring: Metrics to optimize end users’ experience and help in improving application performance. • Mobile Monitoring: Monitor crashes, performance & usage metrics for your mobile applications • Synthetic Monitoring: Stimulate end-user transactions using low code, no code test scripts • VM Monitoring: VM monitoring capability lets you view your infrastructure performance and health of servers, virtual machines, containers, databases etc. at a glance. • SixthSense Cognitive Engine: Modern observability and the proactive approach using artificial intelligence. The application uses different AI/ML algorithms that can predict performance metrics with an accuracy of up to 98% and a confidence level of 90%. **Average Rating:** 4.6/5.0 **Total Reviews:** 52 **How Do G2 Users Rate Rakuten SixthSense Observability?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.3/10 (Category avg: 8.8/10) - **Constant Monitoring:** 10.0/10 (Category avg: 8.9/10) - **AI Text Generation:** 10.0/10 (Category avg: 7.2/10) **Who Is the Company Behind Rakuten SixthSense Observability?** - **Seller:** [Rakuten SixthSense](https://www.g2.com/sellers/rakuten-sixthsense-f1af4c23-8be7-4bf4-a775-a4d50eebce5d) - **Year Founded:** 2016 - **HQ Location:** Bengaluru, IN - **LinkedIn® Page:** https://www.linkedin.com/company/rakuten-sixthsense/ (5 employees on LinkedIn®) - **Ownership:** TYO: 4755 **Who Uses This Product?** - **Who Uses This:** Senior Software Engineer - **Top Industries:** Information Technology and Services, Computer Games - **Company Size:** 47% Enterprise, 38% Mid-Market #### What Are Rakuten SixthSense Observability's Pros and Cons? **Pros:** - Monitoring (11 reviews) - Alerting System (9 reviews) - Customer Support (9 reviews) - Ease of Use (9 reviews) - Implementation Ease (9 reviews) **Cons:** - Complex Setup (3 reviews) - Poor Documentation (3 reviews) - Alert Issues (2 reviews) - Inefficient Alert System (2 reviews) - Insufficient Information (2 reviews) ### What Do G2 Reviewers Say About Rakuten SixthSense Observability? *AI-generated summary from verified user reviews* **Pros:** - Users value the **easy monitoring and deep visibility** provided by Rakuten SixthSense, enhancing performance and issue resolution. - Users value the **efficient alerting system** of Rakuten SixthSense, streamlining debugging and enhancing incident management. - Users commend the **responsive customer support** of Rakuten SixthSense, ensuring quick resolution of issues and enhanced usability. - Users praise the **ease of use** of Rakuten SixthSense, enjoying smooth operations and user-friendly navigation. - Users find the **implementation easy** with smooth onboarding and a unified view for better observability management. **Cons:** - Users find the **complex setup** and documentation inadequate, requiring significant effort before smooth operation begins. - Users find the **documentation lacking** , which makes onboarding and customization more challenging than necessary. - Users report occasional **false positive alerts** and express a desire for enhanced logging functionality in the dashboard. - Users experience **inefficient alert systems** , with false positives and a lack of desired reporting features for monitoring logs. - Users feel that the **documentation needs improvement** , making it difficult to fully utilize the tool's features. #### What Are Recent G2 Reviews of Rakuten SixthSense Observability? **"[A very good SAAS monitoring & observability tool](https://www.g2.com/survey_responses/rakuten-sixthsense-observability-review-11287792)"** **Rating:** 5.0/5.0 stars *— Verified User in Computer Games* [Read full review](https://www.g2.com/survey_responses/rakuten-sixthsense-observability-review-11287792) --- **"[Great monitoring tool!](https://www.g2.com/survey_responses/rakuten-sixthsense-observability-review-8230168)"** **Rating:** 5.0/5.0 stars *— Verified User in Information Technology and Services* [Read full review](https://www.g2.com/survey_responses/rakuten-sixthsense-observability-review-8230168) --- ### 12. [Pulseway](https://www.g2.com/products/pulseway/reviews) Pulseway is RMM software, built to help MSPs and IT teams reduce downtime, take control and become more efficient. Pulseway provides all-in-one IT monitoring and management software, filled with features and modules to boost your productivity straight out of the box and never miss critical alerts. - Pulseway’s comprehensive remote monitoring and management (RMM) software provides a complete view across your network. View operational data for workstations, servers, VMs, network devices and more, while resolving issues straight from the same interface. - Be instantly alerted to issues, resolve them before they become a problem and minimize downtime – across the network. - Let you and your team be fully productive from anywhere to deliver first-class customer service wherever you are. - Automate repetitive IT tasks and automatically fix issues before they become a problem. - Pulseway built-in Mobile Remote Control enables simple, reliable, and fluid remote access to any monitored systems. Access files, applications and control remote systems as if you were sitting right in front of them. Try Pulseway RMM today with a free 14-day no-commitment trial to see for yourself. **Average Rating:** 4.6/5.0 **Total Reviews:** 120 **How Do G2 Users Rate Pulseway?** - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.2/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.8/10 (Category avg: 8.9/10) - **AI Text Generation:** 5.0/10 (Category avg: 7.2/10) **Who Is the Company Behind Pulseway?** - **Seller:** [MMSoft Design](https://www.g2.com/sellers/mmsoft-design) - **Year Founded:** 2011 - **HQ Location:** Dublin, Ireland - **Twitter:** @pulsewayapp (6,073 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/1987200/ (47 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager, Owner - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 51% Small-Business, 43% Mid-Market #### What Are Pulseway's Pros and Cons? **Pros:** - Intuitive (9 reviews) - Easy Setup (8 reviews) - Implementation Ease (7 reviews) - Easy Integrations (6 reviews) - Integrations (6 reviews) **Cons:** - Limited Features (4 reviews) - Limited Compatibility (3 reviews) - Slow Performance (3 reviews) - Expensive (2 reviews) - Feature Issues (2 reviews) ### What Do G2 Reviewers Say About Pulseway? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **intuitive interface** of Pulseway, which simplifies usage and enhances customer support and insights. - Users value the **easy setup** of Pulseway, enhancing their experience and boosting customer service efficiency effortlessly. - Users appreciate the **implementation ease** of Pulseway, praising its fast setup and user-friendly features. - Users appreciate the **easy integrations** Pulseway offers, enhancing workflow and simplifying processes across systems. - Users praise the **seamless integrations** of Pulseway, enhancing their workflow and simplifying support processes. **Cons:** - Users find the **limited features** of Pulseway, especially in network monitoring, to be a major drawback. - Users face **limited compatibility** with Pulseway, especially regarding Microsoft Office and Linux integration challenges. - Users find the **slow performance** of Pulseway frustrating, especially with ticketing and during peak usage times. - Users feel that the **pricing is quite high** compared to similar RMMS, suggesting improvements in license cost. - Users are frustrated with the constant **upselling and unfinished features** , impacting their overall experience with Pulseway. #### What Are Recent G2 Reviews of Pulseway? **"[Brilliant Mobile Control and Versatile Remote Management](https://www.g2.com/survey_responses/pulseway-review-12750546)"** **Rating:** 4.5/5.0 stars *— Rinalon E.* [Read full review](https://www.g2.com/survey_responses/pulseway-review-12750546) --- **"[Pulseway’s Mobile-Friendly Remote Monitoring with Real-Time Alerts and Automation](https://www.g2.com/survey_responses/pulseway-review-12795320)"** **Rating:** 4.5/5.0 stars *— Luciana S.* [Read full review](https://www.g2.com/survey_responses/pulseway-review-12795320) --- #### What Are G2 Users Discussing About Pulseway? - [Is Pulseway cloud based?](https://www.g2.com/discussions/is-pulseway-cloud-based) - [Does Pulseway have a free version?](https://www.g2.com/discussions/does-pulseway-have-a-free-version) - [What can Pulseway monitor?](https://www.g2.com/discussions/what-can-pulseway-monitor) - 1 comment - [What is Pulseway used for?](https://www.g2.com/discussions/what-is-pulseway-used-for) ### 13. [Better Stack](https://www.g2.com/products/better-stack/reviews) Better Stack is an eBPF-based, AI SRE observability tool. It helps engineers ship high-quality software faster and be the hero of their engineering teams. **Average Rating:** 4.8/5.0 **Total Reviews:** 323 **How Do G2 Users Rate Better Stack?** - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.2/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.6/10 (Category avg: 8.9/10) - **AI Text Generation:** 6.6/10 (Category avg: 7.2/10) **Who Is the Company Behind Better Stack?** - **Seller:** [Better Stack](https://www.g2.com/sellers/better-stack-3c077b8c-37c5-4d79-9e19-15cf3bd1960b) - **Year Founded:** 2021 - **HQ Location:** San Francisco, CA - **Twitter:** @BetterStackHQ (10,698 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/betterstack/ (31 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** CEO, CTO - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 88% Small-Business, 8% Mid-Market #### What Are Better Stack's Pros and Cons? **Pros:** - Ease of Use (118 reviews) - Easy Setup (97 reviews) - User Interface (73 reviews) - Setup Ease (55 reviews) - Alerting System (51 reviews) **Cons:** - Expensive (23 reviews) - Missing Features (22 reviews) - Pricing Issues (14 reviews) - Limited Features (13 reviews) - Log Management (12 reviews) ### What Do G2 Reviewers Say About Better Stack? *AI-generated summary from verified user reviews* **Pros:** - Users praise the **ease of use** in Better Stack, highlighting its simple integration and excellent UI. - Users appreciate the **easy setup** of Better Stack, finding it simple to implement and integrate into their workflow. - Users appreciate the **excellent user interface** of Better Stack, finding it intuitive and beneficial for monitoring workflows. - Users value the **setup ease** of Better Stack, allowing quick and effortless configuration in minutes. - Users highly value the **instant notifications** from Better Stack, enabling prompt responses to any downtime issues. **Cons:** - Users find Better Stack **expensive** once the free tier limits are exceeded, particularly for custom features. - Users are disappointed by the **missing features** like Discord integration and webhook access on the free plan. - Users express concerns about **pricing issues** , particularly after exceeding the generous free tier limits of Better Stack. - Users note **limited features** in Better Stack, wishing for more integrations and access to advanced tools. - Users find the **log management process challenging** , with issues related to UI complexity and integration reliability. #### What Are Recent G2 Reviews of Better Stack? **"[Polished UI and a Free Tier That Covers All My Domain Monitoring Needs](https://www.g2.com/survey_responses/better-stack-review-12970056)"** **Rating:** 5.0/5.0 stars *— Alejandro G.* [Read full review](https://www.g2.com/survey_responses/better-stack-review-12970056) --- **"[Better Stack Simplifies Monitoring, Alerting, and Logs with Fast, Reliable Outage Detection](https://www.g2.com/survey_responses/better-stack-review-12954208)"** **Rating:** 4.5/5.0 stars *— Ravindra N.* [Read full review](https://www.g2.com/survey_responses/better-stack-review-12954208) --- #### What Are G2 Users Discussing About Better Stack? - [Which tools can you use to monitor a website's Uptime?](https://www.g2.com/discussions/which-tools-can-you-use-to-monitor-a-website-s-uptime) - [What is Hexometer browser?](https://www.g2.com/discussions/better-uptime-what-is-hexometer-browser) - [What is betteruptime?](https://www.g2.com/discussions/what-is-betteruptime) - [Is better Uptime free?](https://www.g2.com/discussions/is-better-uptime-free) - 7 comments, 1 upvote ### 14. [Sherlocks.ai](https://www.g2.com/products/sherlocks-ai/reviews) Sherlocks.ai is an AI-driven SRE management tool that handles alerts, automates root cause analysis in seconds, and ensures system reliability 24/7. Your AI SRE teammate keeps your team from being awake at 2 AM, intelligently managing incidents, executing runbooks, and providing real-time insights. It helps teams prevent downtime, reduce operational toil, and maintain high-performing systems. Integrations takes less than 30 minutes. Sherlocks.ai connects seamlessly with popular observability and cloud tools like Kubernetes, Datadog, Prometheus, AWS, New Relic, and sends notifications directly to Slack. **Average Rating:** 4.9/5.0 **Total Reviews:** 28 **How Do G2 Users Rate Sherlocks.ai?** - **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 10.0/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.1/10 (Category avg: 8.9/10) - **AI Text Generation:** 9.5/10 (Category avg: 7.2/10) **Who Is the Company Behind Sherlocks.ai?** - **Seller:** [sherlocks.ai](https://www.g2.com/sellers/sherlocks-ai) - **Year Founded:** 2025 - **HQ Location:** Palo Alto, US - **LinkedIn® Page:** https://www.linkedin.com/company/sherlocks-ai/ (9 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 54% Small-Business, 36% Mid-Market #### What Are Sherlocks.ai's Pros and Cons? **Pros:** - Slack Integration (15 reviews) - Alert Management (9 reviews) - Integrations (9 reviews) - Customer Satisfaction (8 reviews) - Ease of Use (7 reviews) **Cons:** - Bug Issues (2 reviews) - Complexity (2 reviews) - Notification Issues (2 reviews) - Bugs (1 reviews) - Complex Setup (1 reviews) ### What Do G2 Reviewers Say About Sherlocks.ai? *AI-generated summary from verified user reviews* **Pros:** - Users value the **Slack integration** of Sherlocks.ai for its seamless communication and swift issue resolution capabilities. - Users value the **efficient alert management** of Sherlocks.ai, significantly enhancing their focus on critical infrastructure issues. - Users praise the **seamless integrations** of Sherlocks.ai, enhancing efficiency with immediate insights and streamlined communication. - Users commend the **exceptional customer satisfaction** provided by Sherlocks.ai, enhancing issue resolution and improving overall experience. - Users find **Sherlocks.ai incredibly easy to use** , streamlining incident response and improving communication across teams effortlessly. **Cons:** - Users experience **bug issues** with false alerts and local edge cases, requiring manual adjustments and additional support. - Users find the **initial configuration complex** , especially for smaller teams, but appreciate the responsive support. - Users experience **notification issues** due to noisy alerts in unique flows, needing extra tuning for importance. - Users report **edge-case automation errors** that necessitate manual adjustments or custom webhooks, impacting efficiency. - Users find the **complex setup** process of Sherlocks.ai challenging, requiring significant effort and support for customization. #### What Are Recent G2 Reviews of Sherlocks.ai? **"[Sherlocks.ai aligned our Dev and DevOps teams](https://www.g2.com/survey_responses/sherlocks-ai-review-12169432)"** **Rating:** 5.0/5.0 stars *— Deepank A.* [Read full review](https://www.g2.com/survey_responses/sherlocks-ai-review-12169432) --- **"[Sherlocks.ai Keeps Suprsend Reliable and Our Team Focused](https://www.g2.com/survey_responses/sherlocks-ai-review-11845627)"** **Rating:** 5.0/5.0 stars *— Gaurav V.* [Read full review](https://www.g2.com/survey_responses/sherlocks-ai-review-11845627) --- ### 15. [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 copilot that automates root cause analysis and identifies patterns that drive continuous improvement—trusted by thousands of companies like LinkedIn, NVIDIA, Replit, Elastic, Canva, Clay, DoorDash, SoFi, and Superhuman. **Average Rating:** 4.8/5.0 **Total Reviews:** 70 **How Do G2 Users Rate Rootly?** - **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.5/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.4/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.0/10 (Category avg: 7.2/10) **Who Is the Company Behind Rootly?** - **Seller:** [Rootly](https://www.g2.com/sellers/rootly) - **Company Website:** https://www.rootly.com - **HQ Location:** San Francisco, US - **Twitter:** @rootlyhq (2,019 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/rootlyhq/ (74 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 59% Mid-Market, 26% Enterprise #### What Are Rootly's Pros and Cons? **Pros:** - Ease of Use (10 reviews) - Automation (7 reviews) - Slack Integration (7 reviews) - Customer Support (6 reviews) - Easy Setup (5 reviews) **Cons:** - Integration Issues (3 reviews) - Missing Features (3 reviews) - Feature Issues (2 reviews) - Notification Issues (2 reviews) - Overwhelming (2 reviews) ### What Do G2 Reviewers Say About Rootly? *AI-generated summary from verified user reviews* **Pros:** - Users value the **ease of use** of Rootly, highlighting its intuitive design and seamless incident management integration. - Users value the **automation capabilities** of Rootly, enhancing efficiency and reducing manual overhead in incident management. - Users value the **seamless Slack integration** of Rootly, enhancing communication and streamlining incident management efforts. - Users commend the **responsive customer support** of Rootly, appreciating their engagement and willingness to implement feedback. - Users appreciate the **easy setup** of Rootly, enabling quick onboarding and efficient integration with existing tools. **Cons:** - Users note **integration issues** with Rootly, citing limited out-of-the-box options and occasional minor glitches. - Users note the **missing features** in Rootly, especially in integrations and complex functionalities compared to competitors. - Users find some **feature issues** in Rootly, particularly with UI clunkiness and less flexible metrics dashboards. - Users experience **notification overload** in Slack during incidents, leading to frustration and distraction from critical tasks. - Users feel that the **overwhelming options** in Rootly can lead to confusion and notification overload during incidents. #### What Are Recent G2 Reviews of Rootly? **"[Friendly, Easy to Configure, Powerful and Highly Customizable for Incident Management](https://www.g2.com/survey_responses/rootly-review-12782702)"** **Rating:** 4.5/5.0 stars *— Guillermo S.* [Read full review](https://www.g2.com/survey_responses/rootly-review-12782702) --- **"[Flexible, Scalable Incident Workflows with Phenomenal Support](https://www.g2.com/survey_responses/rootly-review-12982904)"** **Rating:** 5.0/5.0 stars *— Alex M.* [Read full review](https://www.g2.com/survey_responses/rootly-review-12982904) --- #### 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) ### 16. [Harness Platform](https://www.g2.com/products/harness-platform/reviews) Simplify your developer experience with the world's first AI-augmented software delivery platform. Upgrade your software delivery with Harness' innovative CI/CD, Feature Flags, Infrastructure as Code Management, and Chaos Engineering tools. We are a software delivery platform that helps developers and infrastructure engineers build and ship code for cloud and on-premise projects. We automate the continuous integration and continuous delivery (CI/CD) process to help teams build faster, ship more frequently, and improve quality, efficiency, and governance. We help companies in four key areas: Number one, we accelerate innovation through DevOps modernization. We provide an approach for software delivery that automates processes, reduces manual interventions, consolidates tools, and accelerates time-to-market for new products, features, and fixes. Number two, we improve developer experience. We give you the ability to attract, retain, and onboard high-caliber engineering talent while fostering a culture of continuous innovation and improvement. Number three, we secure software delivery. We give you the ability to integrate security into every phase of the SDLC. And last but not least is, we optimize cloud costs. We give you the ability to eliminate waste and to ensure that appropriate cloud resources are allocated at the right place at the right time. **Average Rating:** 4.6/5.0 **Total Reviews:** 277 **How Do G2 Users Rate Harness Platform?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10) **Who Is the Company Behind Harness Platform?** - **Seller:** [Harness](https://www.g2.com/sellers/harness-25016f40-e80f-4417-bea8-39412055d17a) - **Company Website:** https://harness.io/ - **Year Founded:** 2018 - **HQ Location:** San Francisco - **Twitter:** @HarnessWealth (1,389 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/harnessinc/ (1,701 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, DevOps Engineer - **Top Industries:** Computer Software, Financial Services - **Company Size:** 41% Enterprise, 39% Mid-Market #### What Are Harness Platform's Pros and Cons? **Pros:** - Ease of Use (114 reviews) - Features (73 reviews) - Feature Flags (49 reviews) - Easy Setup (40 reviews) - Easy Integrations (31 reviews) **Cons:** - Missing Features (23 reviews) - Limitations (20 reviews) - Limited Features (20 reviews) - Learning Curve (17 reviews) - Poor UI (16 reviews) ### What Do G2 Reviewers Say About Harness Platform? *AI-generated summary from verified user reviews* **Pros:** - Users find the **ease of use** of the Harness Platform enhances their workflow and simplifies project implementation. - Users value the **user targeting capabilities** and ease of integration, enhancing control over A/B testing and feature management. - Users appreciate the **user-friendly interface** of Harness Platform, enabling seamless feature flag management for all team members. - Users commend the **easy setup** of Harness Platform, enhancing efficiency and achieving rapid cost savings. - Users appreciate the **easy integrations** with SSO and the wide range of tools for streamlined software delivery. **Cons:** - Users feel the **lack of multiple filters** limits flexibility and adaptation compared to other CD tools, though improvements are noted. - Users face **configuration limitations** in Harness Platform, leading to challenges like renaming and deleting toggles. - Users find **limited features** in Harness Platform, noting missing filters and a steep learning curve for effective use. - Users face a **steep learning curve** with Harness Platform due to confusing settings and inadequate documentation for new users. - Users find the **UI complex and clunky** , making navigation and user management a challenging experience. #### What Are Recent G2 Reviews of Harness Platform? **"[Harness - World of automation](https://www.g2.com/survey_responses/harness-platform-review-11792426)"** **Rating:** 4.5/5.0 stars *— Sunil A.* [Read full review](https://www.g2.com/survey_responses/harness-platform-review-11792426) --- **"[Best tool for cost optimization and Repository](https://www.g2.com/survey_responses/harness-platform-review-11543262)"** **Rating:** 5.0/5.0 stars *— Satendra V.* [Read full review](https://www.g2.com/survey_responses/harness-platform-review-11543262) --- #### What Are G2 Users Discussing About Harness Platform? - [What is Harness Continuous Delivery used for?](https://www.g2.com/discussions/what-is-harness-continuous-delivery-used-for) - 1 comment - [What is Propelo used for?](https://www.g2.com/discussions/what-is-propelo-used-for) - [What is Harness Cloud Cost Management used for?](https://www.g2.com/discussions/what-is-harness-cloud-cost-management-used-for) - [What is the difference between harness and Jenkins?](https://www.g2.com/discussions/what-is-the-difference-between-harness-and-jenkins) - 1 comment - [What is streaming Split IO?](https://www.g2.com/discussions/what-is-streaming-split-io) - 1 comment ### 17. [Grafana Labs](https://www.g2.com/products/grafana-labs/reviews) Grafana Labs provides an open and composable monitoring and observability stack built around Grafana, the leading open source technology for dashboards and visualization. There are more than 3,000 Grafana Labs customers, including Bloomberg, Citigroup, Dell Technologies, Salesforce, and TomTom, and more than 1 million active instances of Grafana around the world. Grafana Labs helps companies manage their observability strategies with the LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with the Grafana Enterprise offerings, both featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo) as well as extensive enterprise data source plugins, dashboard management, alerting, reporting, and security. Grafana Labs is backed by leading investors Lightspeed Venture Partners, Lead Edge Capital, GIC, Sequoia Capital, Coatue, and J.P. Morgan. Follow Grafana Labs on LinkedIn and Twitter or visit https://grafana.com. **Average Rating:** 4.5/5.0 **Total Reviews:** 155 **How Do G2 Users Rate Grafana Labs?** - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.1/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.9/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.0/10 (Category avg: 7.2/10) **Who Is the Company Behind Grafana Labs?** - **Seller:** [Grafana Labs](https://www.g2.com/sellers/grafana-labs) - **Year Founded:** 2014 - **HQ Location:** New York - **Twitter:** @grafana (71,444 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/11062162/ (1,842 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, DevOps Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 45% Mid-Market, 28% Enterprise #### What Are Grafana Labs's Pros and Cons? **Pros:** - Data Visualization (18 reviews) - Ease of Use (18 reviews) - Dashboard Usability (17 reviews) - Real-time Monitoring (17 reviews) - Monitoring (16 reviews) **Cons:** - Learning Curve (16 reviews) - Complex Setup (13 reviews) - Learning Difficulty (12 reviews) - Difficult Learning (11 reviews) - Complexity (10 reviews) ### What Do G2 Reviewers Say About Grafana Labs? *AI-generated summary from verified user reviews* **Pros:** - Users love the **intuitive and flexible data visualization** that Grafana Labs provides for building interactive dashboards. - Users love the **ease of use** in Grafana, enabling effortless monitoring and dashboard creation from various data sources. - Users value the **intuitive and flexible interface** of Grafana, enhancing their dashboard experience across various data sources. - Users enjoy the **real-time monitoring** capabilities of Grafana Labs, enhancing visibility and responsiveness for system performance. - Users commend the **flexibility and clarity** of Grafana Labs for effectively visualizing monitoring metrics and data. **Cons:** - Users find the **learning curve steep** for Grafana Labs, with initial setup and configuration being particularly challenging. - Users find the **complex setup** of Grafana Labs challenging, especially when configuring data sources and writing queries. - Users find the **learning difficulty** of Grafana challenging, especially with complex setups and a cumbersome GUI. - Users find a **difficult learning curve** with Grafana Labs, especially when mastering advanced features and configurations. - Users find the **initial setup and dashboard configuration complex** , posing challenges for newcomers to monitoring tools. #### What Are Recent G2 Reviews of Grafana Labs? **"[Powerful, Flexible Observability with Grafana Labs](https://www.g2.com/survey_responses/grafana-labs-review-12426276)"** **Rating:** 4.5/5.0 stars *— ALISHETTI S.* [Read full review](https://www.g2.com/survey_responses/grafana-labs-review-12426276) --- **"[Flexible, Clear Dashboards with Powerful Integrations and Alerting](https://www.g2.com/survey_responses/grafana-labs-review-12415989)"** **Rating:** 5.0/5.0 stars *— Jayanth Sai E.* [Read full review](https://www.g2.com/survey_responses/grafana-labs-review-12415989) --- #### What Are G2 Users Discussing About Grafana Labs? - [What framework does Grafana use?](https://www.g2.com/discussions/what-framework-does-grafana-use) - [What are the components of Grafana?](https://www.g2.com/discussions/what-are-the-components-of-grafana) - [What are the benefits of Grafana?](https://www.g2.com/discussions/what-are-the-benefits-of-grafana) - [What is Grafana software used for?](https://www.g2.com/discussions/what-is-grafana-software-used-for) ### 18. [LogicGate Risk Cloud](https://www.g2.com/products/logicgate-risk-cloud/reviews) LogicGate is the Leading AI GRC Platform for the Enterprise, providing the flexibility, scalability, and intuitive automations that empower leaders to be more effective. The Risk Cloud platform offers a holistic view of enterprise-wide risk, combining AI-driven workflows, real-time insights, and seamless integrations to deliver actionable intelligence. With over 40 purpose-built applications, the no-code platform adapts to any environment and remains easy to use across the enterprise. LogicGate helps risk teams quantify their impact, align with business priorities, and move beyond compliance, supporting sustainable growth, improved operational efficiency, and a dynamic, predictive approach to risk and resilience. **Average Rating:** 4.6/5.0 **Total Reviews:** 189 **How Do G2 Users Rate LogicGate Risk Cloud?** - **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.3/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.2/10 (Category avg: 8.9/10) - **AI Text Generation:** 6.9/10 (Category avg: 7.2/10) **Who Is the Company Behind LogicGate Risk Cloud?** - **Seller:** [LogicGate](https://www.g2.com/sellers/logicgate) - **Company Website:** https://www.logicgate.com - **Year Founded:** 2015 - **HQ Location:** Chicago, IL - **Twitter:** @LogicGate (842 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/10009944/ (242 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Financial Services, Insurance - **Company Size:** 52% Enterprise, 37% Mid-Market #### What Are LogicGate Risk Cloud's Pros and Cons? **Pros:** - Ease of Use (24 reviews) - Customizability (16 reviews) - Features (15 reviews) - Customization (13 reviews) - Intuitive (12 reviews) **Cons:** - Improvement Needed (5 reviews) - Learning Difficulty (5 reviews) - Missing Features (5 reviews) - Difficulty (4 reviews) - Inadequate Reporting (4 reviews) ### What Do G2 Reviewers Say About LogicGate Risk Cloud? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of LogicGate Risk Cloud, finding navigation and workflow creation intuitive and straightforward. - Users enjoy the **high customizability** of LogicGate Risk Cloud, allowing rapid adjustments to meet specific organizational needs. - Users value the **customizable frameworks** and **real-time insights** of LogicGate Risk Cloud for efficient risk management. - Users value the **customizable frameworks** of LogicGate Risk Cloud, enabling quick adjustments tailored to their needs. - Users love the **intuitive design** of LogicGate Risk Cloud, which simplifies automation and aligns with ERM policies. **Cons:** - Users feel the **improvement is needed** in the detail of history logs and overall interface aesthetics. - Users find the **learning difficulty** in initial setup challenging, especially without prior GRC experience. - Users struggle with **missing features** like inadequate dashboards and limited detail in history logs, causing inefficiencies. - Users find the **initial setup challenging** due to complexity and lack of effective collaboration in LogicGate Risk Cloud. - Users find the **inadequate reporting** in LogicGate Risk Cloud limits their ability to effectively track changes and outcomes. #### What Are Recent G2 Reviews of LogicGate Risk Cloud? **"[Streamlined GRC Management with Customization Challenges](https://www.g2.com/survey_responses/logicgate-risk-cloud-review-12244168)"** **Rating:** 4.5/5.0 stars *— Rajesh S.* [Read full review](https://www.g2.com/survey_responses/logicgate-risk-cloud-review-12244168) --- **"[Streamlined GRC Tool with Excellent Training Resources](https://www.g2.com/survey_responses/logicgate-risk-cloud-review-12799613)"** **Rating:** 5.0/5.0 stars *— Samantha Z.* [Read full review](https://www.g2.com/survey_responses/logicgate-risk-cloud-review-12799613) --- #### What Are G2 Users Discussing About LogicGate Risk Cloud? - [What is LogicGate Risk Cloud used for?](https://www.g2.com/discussions/what-is-logicgate-risk-cloud-used-for) ### 19. [Alloy Navigator](https://www.g2.com/products/alloy-navigator/reviews) Alloy Navigator is an AI-powered IT service and asset management solution that enables organizations of all sizes to manage their IT operations. This solution offers fully integrated help desk, network inventory and knowledge base capabilities, plus ITIL standards such as change and configuration management. Navigator creates relationships automatically between meaningful data while providing a comprehensive view of IT infrastructure components. Alloy Navigator’s service desk manages tickets, assets, incidents, changes, work orders and more within a single interface. Workflow management engine inside Alloy Navigator enables users to design custom IT processes. These can be altered to the specific needs of the business and personnel and might even include AI-driven steps. The solution also offers an online web portal, self-service portal for end users, and mobile apps for technicians and end-users. The Self-Service Portal is equipped with an AI Assistant to resolve routine questions of end-users, freeing IT for bigger challenges. Alloy Navigator gives users the ability to one-click audit their entire network, conduct a physical inventory with a barcode scanner and ensure compliance in software licensing. End users and admins also have access to interactive dashboards, scheduled reporting and real-time views for timely analysis. **Average Rating:** 4.8/5.0 **Total Reviews:** 100 **How Do G2 Users Rate Alloy Navigator?** - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.1/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.6/10 (Category avg: 8.9/10) **Who Is the Company Behind Alloy Navigator?** - **Seller:** [Alloy Software](https://www.g2.com/sellers/alloy-software) - **Year Founded:** 2002 - **HQ Location:** Bloomfield, NJ - **Twitter:** @AlloySoftware (466 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/alloy-software/ (16 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Marketing and Advertising - **Company Size:** 74% Small-Business, 36% Mid-Market #### What Are Alloy Navigator's Pros and Cons? **Pros:** - Asset Management (32 reviews) - Ease of Use (31 reviews) - Ticketing System (27 reviews) - Ticket Management (27 reviews) - Automation (21 reviews) **Cons:** - Learning Curve (13 reviews) - Complex Setup (12 reviews) - Limited Customization (11 reviews) - Setup Difficulty (11 reviews) - Poor Interface Design (8 reviews) ### What Do G2 Reviewers Say About Alloy Navigator? *AI-generated summary from verified user reviews* **Pros:** - Users find Alloy Navigator's **asset management and automation** features invaluable for streamlining IT workflows and enhancing efficiency. - Users find Alloy Navigator's **ease of use** impressive, streamlining complex IT management tasks effortlessly. - Users value the **consolidation and automation** of Alloy Navigator's ticketing system, enhancing efficiency and simplifying IT management. - Users value the **effective ticket management** in Alloy Navigator, enhancing workflow and saving significant time through automation. - Users value the **automation features** of Alloy Navigator, which simplify IT management and enhance operational efficiency. **Cons:** - Users find the **learning curve steep** , needing time to grasp features and configure settings effectively. - Users find the **complex setup** of Alloy Navigator to be challenging, requiring patience and technical expertise to configure. - Users find the **limited customization** options of Alloy Navigator restrict creative collaboration and complicate setup. - Users face **setup difficulties** with Alloy Navigator due to unclear instructions and overwhelming feature complexity. - Users find the **poor interface design** of Alloy Navigator outdated and less efficient compared to alternatives. #### What Are Recent G2 Reviews of Alloy Navigator? **"[Helpful Dashboard Snapshot for Staying on Top of Ticket Backlogs](https://www.g2.com/survey_responses/alloy-navigator-review-12873911)"** **Rating:** 5.0/5.0 stars *— Tobias W.* [Read full review](https://www.g2.com/survey_responses/alloy-navigator-review-12873911) --- **"[Rock-Solid Reliability: Alloy Navigator Stays Stable Under Heavy Use](https://www.g2.com/survey_responses/alloy-navigator-review-12743602)"** **Rating:** 5.0/5.0 stars *— Jack L.* [Read full review](https://www.g2.com/survey_responses/alloy-navigator-review-12743602) --- #### What Are G2 Users Discussing About Alloy Navigator? - [What is the use of Alloy Navigator?](https://www.g2.com/discussions/what-is-the-use-of-alloy-navigator) - [What is Alloy in Software?](https://www.g2.com/discussions/what-is-alloy-in-software) - [What is Alloy Navigator?](https://www.g2.com/discussions/what-is-alloy-navigator) ### 20. [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity. It comes in three editions and is available in 29 different languages. Over 100,000 organizations and 750,000 technicians, across 185 countries, trust ServiceDesk Plus to optimize IT service desk performance. It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction. Furthermore, the Standard Edition is FREE forever for both the on-premise and on-demand models upto 5 technicians! Don't take our word for it. Try the 30-day free trial and watch ServiceDesk Plus simplify your IT operations. https://www.manageengine.com/products/service-desk/download.html Features ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below. Incident management: Gain control of your help desk With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident! Problem management: Go beyond firefighting Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem. Change management: Manage changes with precision Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes. Asset management: Track and manage assets with ease Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance. IT project management: Deliver IT projects on time You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success! Purchases and contracts management: Track IT purchases and contracts Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry. Self service portal: Deflect tickets from your service desk Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets. Service catalog: Showcase your IT services Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request. CMDB: Get the bigger picture ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making. Service level agreement: Ensure timely service delivery Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met. Reports: Derive decisions with the right data Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance! Extensions and integrations: Collaborate easily with other IT systems Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT! **Average Rating:** 4.2/5.0 **Total Reviews:** 242 **How Do G2 Users Rate ManageEngine ServiceDesk Plus?** - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.9/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.9/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.6/10 (Category avg: 7.2/10) **Who Is the Company Behind ManageEngine ServiceDesk Plus?** - **Seller:** [Zoho](https://www.g2.com/sellers/zoho-b00ca9d5-bca8-41b5-a8ad-275480841704) - **Year Founded:** 1996 - **HQ Location:** Austin, TX - **Twitter:** @Zoho (137,880 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/38373/ (30,766 employees on LinkedIn®) - **Phone:** +1 (888) 900-9646 **Who Uses This Product?** - **Who Uses This:** System Administrator, IT Manager - **Top Industries:** Information Technology and Services, Financial Services - **Company Size:** 59% Mid-Market, 31% Enterprise #### What Are ManageEngine ServiceDesk Plus's Pros and Cons? **Pros:** - Ease of Use (9 reviews) - Features (8 reviews) - User Interface (7 reviews) - Asset Management (6 reviews) - Customer Support (6 reviews) **Cons:** - Complexity (4 reviews) - Complex Setup (4 reviews) - Learning Curve (4 reviews) - Steep Learning Curve (4 reviews) - Limited Features (3 reviews) ### What Do G2 Reviewers Say About ManageEngine ServiceDesk Plus? *AI-generated summary from verified user reviews* **Pros:** - Users find ManageEngine ServiceDesk Plus to be an **easy-to-use ITSM tool** with a user-friendly interface for all. - Users find the **wide range of features** in ManageEngine ServiceDesk Plus beneficial for daily tasks and integrations. - Users admire the **user-friendly interface** of ManageEngine ServiceDesk Plus, enhancing comfort and efficiency for all users. - Users appreciate the **effective asset management** features of ManageEngine ServiceDesk Plus, enhancing their operational efficiency and record-keeping. - Users praise the **excellent customer support** from ManageEngine, consistently helping to resolve issues promptly and effectively. **Cons:** - Users find the **complexity of setup and customization** in ManageEngine ServiceDesk Plus to be time-consuming and challenging. - Users find the **complex setup** of ManageEngine ServiceDesk Plus time-consuming and challenging, impacting their initial experience. - Users find the **learning curve steep** due to time-consuming setups, advanced configurations, and significant upgrades requiring relearning. - Users find the **steep learning curve** challenging due to complex setups and significant upgrades requiring relearning. - Users find the **limited features** of ManageEngine ServiceDesk Plus hinder effective ticket management across multiple entities. #### What Are Recent G2 Reviews of ManageEngine ServiceDesk Plus? **"[A feature rich tool for IT management.](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-9456796)"** **Rating:** 4.5/5.0 stars *— Pawan K.* [Read full review](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-9456796) --- **"[Highly Customizable ITSM with Room for Agile Improvements](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-12584691)"** **Rating:** 4.5/5.0 stars *— Melih .* [Read full review](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-12584691) --- #### What Are G2 Users Discussing About ManageEngine ServiceDesk Plus? - [What is ManageEngine ServiceDesk Plus used for?](https://www.g2.com/discussions/what-is-manageengine-servicedesk-plus-used-for) - 1 comment, 1 upvote - [What is ServiceDesk profile?](https://www.g2.com/discussions/what-is-servicedesk-profile) - 1 upvote - [How much does ManageEngine cost?](https://www.g2.com/discussions/how-much-does-manageengine-cost) - [What is ManageEngine software?](https://www.g2.com/discussions/what-is-manageengine-software) - [What is ManageEngine ServiceDesk plus?](https://www.g2.com/discussions/what-is-manageengine-servicedesk-plus) ### 21. [SIGNL4](https://www.g2.com/products/signl4-derdack/reviews) SIGNL4 is an operational alerting and response platform that ensures critical events, alerts and incidents trigger immediate action - anywhere. Modern monitoring, IT infrastructure, cloud services, and IoT systems can detect problems instantly - but problem detection alone does not guarantee response. Simple notifications sent via email, SMS, or chat are often missed, delayed, or fail to reach the right person, especially outside the office or during off-hours. SIGNL4 ensures that critical alerts reach the right responders - wherever they are and in a fully automated manner. With mobile-first alerting, automated escalation, and reliable delivery, it bridges the gap between alert detection and real-world response. The platform provides capabilities for alert unification and triage, on-call alerting, incident response, and alert escalation, including push notifications with mute override, SMS text and voice alerts, escalation policies, AI-assisted duty scheduling, and real-time acknowledgment tracking. Alerts are escalated automatically until a responder takes ownership, ensuring no critical issue is left unattended. The comprehensive and intuitive mobile app works as the anywhere incident command center. Designed for IT operations, DevOps, security teams, and operational environments beyond the desk, SIGNL4 enables fast, reliable response across IT, OT, and IoT systems. The convenience of interfaces such as email, webhooks, and pre-built two-way connectors further enhances SIGNL4's functionality. These features facilitate the integration of the alerting and response layer into the entire operations stack, allowing organizations to leverage their current infrastructure while improving incident response capabilities. By turning alerts into immediate, accountable action - anywhere - SIGNL4 helps organizations reduce downtime and maintain mission-critical operations and operational excellence. SIGNL4 is built for the heroes who keep everything running. **Average Rating:** 4.6/5.0 **Total Reviews:** 84 **How Do G2 Users Rate SIGNL4?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.2/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.6/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.9/10 (Category avg: 7.2/10) **Who Is the Company Behind SIGNL4?** - **Seller:** [Derdack](https://www.g2.com/sellers/derdack) - **Company Website:** https://www.derdack.com - **Year Founded:** 1999 - **HQ Location:** Potsdam, Germany - **Twitter:** @Derdack (10,176 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/136208/ (33 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Government Administration - **Company Size:** 37% Small-Business, 35% Mid-Market #### What Are SIGNL4's Pros and Cons? **Pros:** - Ease of Use (11 reviews) - Features (11 reviews) - Alerting System (9 reviews) - Alert Management (8 reviews) - Customer Support (8 reviews) **Cons:** - Integration Issues (3 reviews) - Expensive (2 reviews) - Missing Features (2 reviews) - Notification Issues (2 reviews) - Complex UI (1 reviews) ### What Do G2 Reviewers Say About SIGNL4? *AI-generated summary from verified user reviews* **Pros:** - Users love the **ease of use** of SIGNL4, appreciating its quick setup and intuitive interface for managing alerts. - Users value SIGNL4's **effortless integration and efficient alerting** , enhancing operational efficiency and IT emergency response capabilities. - Users laud the **efficient alerting system** of SIGNL4, enhancing IT monitoring and emergency response capabilities seamlessly. - Users value the **efficient alert management** of SIGNL4, enhancing IT monitoring and emergency response capabilities seamlessly. - Users commend the **prompt and effective customer support** of SIGNL4, enhancing their experience with the system. **Cons:** - Users face **integration issues** with SIGNL4, particularly when connecting high-security on-premises systems to the SaaS platform. - Users find SIGNL4 **expensive** due to the need for multiple subscriptions for different teams and features. - Users feel that SIGNL4 lacks **missing features** , particularly in connections to monitoring platforms and remote actions. - Users experience **notification issues** with SIGNL4, finding alert management and information overload cumbersome in practice. - Users find the **complex UI** challenging and not intuitive, making it hard to access necessary information quickly. #### What Are Recent G2 Reviews of SIGNL4? **"[Real added value for reliable IT monitoring](https://www.g2.com/survey_responses/signl4-review-10878599)"** **Rating:** 5.0/5.0 stars *— Verified User in Government Administration* [Read full review](https://www.g2.com/survey_responses/signl4-review-10878599) --- **"[SIGNL4: Reliable alerting with a strong app and easy integration](https://www.g2.com/survey_responses/signl4-review-12668379)"** **Rating:** 4.5/5.0 stars *— Stefan F.* [Read full review](https://www.g2.com/survey_responses/signl4-review-12668379) --- #### What Are G2 Users Discussing About SIGNL4? - [What is SIGNL4 used for?](https://www.g2.com/discussions/what-is-signl4-used-for) - 1 comment ### 22. [SAS Fraud, Anti-Money Laundering & Security Intelligence](https://www.g2.com/products/sas-sas-fraud-anti-money-laundering-security-intelligence/reviews) What is SAS Fraud, Anti-Money Laundering & Security Intelligence? Software solutions in the SAS Fraud, Anti-Money Laundering and Security Intelligence suite deliver fast, on-target insights through AI and analytics so organizations can address their fraud, improper payments, financial crimes, public safety and investigational challenges more productively. **Average Rating:** 4.1/5.0 **Total Reviews:** 70 **How Do G2 Users Rate SAS Fraud, Anti-Money Laundering & Security Intelligence?** - **Has the product been a good partner in doing business?:** 8.2/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 4.2/10 (Category avg: 8.8/10) - **Constant Monitoring:** 6.1/10 (Category avg: 8.9/10) - **AI Text Generation:** 0.0/10 (Category avg: 7.2/10) **Who Is the Company Behind SAS Fraud, Anti-Money Laundering & Security Intelligence?** - **Seller:** [SAS Institute Inc.](https://www.g2.com/sellers/sas-institute-inc-df6dde22-a5e5-4913-8b21-4fa0c6c5c7c2) - **Company Website:** https://www.sas.com/ - **Year Founded:** 1976 - **HQ Location:** Cary, NC - **Twitter:** @SASsoftware (60,863 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/1491/ (18,638 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Banking, Financial Services - **Company Size:** 49% Enterprise, 32% Mid-Market #### What Are SAS Fraud, Anti-Money Laundering & Security Intelligence's Pros and Cons? **Pros:** - Ease of Use (15 reviews) - Fraud Prevention (11 reviews) - Efficiency (10 reviews) - Analytics (8 reviews) - Data Analytics (8 reviews) **Cons:** - Learning Difficulty (9 reviews) - Difficulty (8 reviews) - Learning Curve (8 reviews) - Expensive (7 reviews) - Limited Features (7 reviews) ### What Do G2 Reviewers Say About SAS Fraud, Anti-Money Laundering & Security Intelligence? *AI-generated summary from verified user reviews* **Pros:** - Users find SAS Fraud, Anti-Money Laundering & Security Intelligence to be **intuitive and reliable** , greatly enhancing their efficiency. - Users appreciate the **robust fraud detection capabilities** of SAS Fraud, enhancing proactive monitoring and investigation efficiency. - Users value the **efficient integration** of fraud detection and compliance functions in SAS Fraud for streamlined operations. - Users value the **advanced analytics** in SAS Fraud, enhancing real-time insights for efficient fraud detection and management. - Users value the **efficient data tracking** capabilities of SAS Fraud, enhancing their ability to investigate suspicious activities. **Cons:** - Users express concerns over the **learning difficulty** and high costs associated with SAS Fraud, impacting usability for smaller organizations. - Users often struggle with the **complexity and technical knowledge required** to effectively use SAS Fraud and Security Intelligence. - Users find the **learning curve steep** , requiring significant time and expertise for successful integration and usage. - Users find SAS Fraud, Anti-Money Laundering & Security Intelligence to be **expensive** and challenging for smaller organizations to implement. - Users note the **limited features** of SAS Fraud, impacting functionality and requiring further upgrades for better usability. #### What Are Recent G2 Reviews of SAS Fraud, Anti-Money Laundering & Security Intelligence? **"[Streamlines Fraud Detection, Boosts Customer Trust](https://www.g2.com/survey_responses/sas-fraud-anti-money-laundering-security-intelligence-review-13032460)"** **Rating:** 4.5/5.0 stars *— Siwatu M.* [Read full review](https://www.g2.com/survey_responses/sas-fraud-anti-money-laundering-security-intelligence-review-13032460) --- **"[SAS Fraud & AML: Clear Alerts, Stable Performance, Smarter Case Prioritization](https://www.g2.com/survey_responses/sas-fraud-anti-money-laundering-security-intelligence-review-12980531)"** **Rating:** 4.5/5.0 stars *— George Picado P.* [Read full review](https://www.g2.com/survey_responses/sas-fraud-anti-money-laundering-security-intelligence-review-12980531) --- #### What Are G2 Users Discussing About SAS Fraud, Anti-Money Laundering & Security Intelligence? - [What is Fraud / Security Intelligence used for?](https://www.g2.com/discussions/what-is-fraud-security-intelligence-used-for) - 2 comments - [What is SAS Anti-Money Laundering used for?](https://www.g2.com/discussions/sas-anti-money-laundering-what-is-sas-anti-money-laundering-used-for) ### 23. [FireHydrant](https://www.g2.com/products/firehydrant-firehydrant/reviews) Sound the alarm, assemble the team, and work the problem — all without a single swivel of the chair. FireHydrant is the only all-in-one incident management platform that helps teams manage incidents from the moment something seems off until you’ve learned from the retro. Companies like DocuSign, LaunchDarkly, 1Password, Duo, Snyk, and many more use FireHydrant to reduce manual work, get everyone on the same page, and improve time to resolution. Here’s how FireHydrant works across the entire incident lifecycle: Team-based alerting and on-call scheduling You built it, you own it, and now you can design the schedules, rules, and escalation policies you need for it. Get ultimate control over on-call management. Automated, unified incident response Confidently move from declared to resolved in a shared workspace that brings your team and tools together in Slack or Teams without all the context switching. Actionable learnings and analytics Automatic data capture, guided retrospectives, and built-in metrics on everything from alert-to-noise to MTTX cement insight-driven improvement in your culture. AI-enhanced response and insights Like having an expert on-call engineer by your side, our AI transcribes video meetings, creates incident summaries and Status Page updates, and provides instant context on existing issues. AI-enhanced Retrospectives analyze your incident data to provide root cause analysis, key findings, and contributing factors. Checking the boxes? We’ve got you covered: ✅ API-first, over 350 API endpoints, SDKs ✅ 35+ integrations with tools like PagerDuty, Slack, DataDog and more ✅ Terraform provider ✅ Run incidents from Slack, Teams, or the web UI ✅ SOC II compliant ✅ AI-enhanced **Average Rating:** 4.5/5.0 **Total Reviews:** 142 **How Do G2 Users Rate FireHydrant?** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.7/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.3/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.3/10 (Category avg: 7.2/10) **Who Is the Company Behind FireHydrant?** - **Seller:** [FireHydrant](https://www.g2.com/sellers/firehydrant) - **Company Website:** https://firehydrant.com - **Year Founded:** 2018 - **HQ Location:** New York, New York - **Twitter:** @FireHydrant (1,262 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/firehydrant/ (27 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer - **Top Industries:** Financial Services, Computer Software - **Company Size:** 50% Mid-Market, 45% Enterprise #### What Are FireHydrant's Pros and Cons? **Pros:** - Slack Integration (18 reviews) - Integrations (16 reviews) - Ease of Use (15 reviews) - Automation (13 reviews) - Customer Support (9 reviews) **Cons:** - Missing Features (5 reviews) - Complexity (4 reviews) - Confusion (4 reviews) - Feature Issues (4 reviews) - Limited Features (4 reviews) ### What Do G2 Reviewers Say About FireHydrant? *AI-generated summary from verified user reviews* **Pros:** - Users love the **seamless Slack integration** , enhancing communication and making incident management easier for teams. - Users appreciate the **seamless integrations** of FireHydrant with tools like Slack and Jira, enhancing their incident response workflows. - Users appreciate the **ease of use** of FireHydrant, finding it user-friendly and supportive for incident management. - Users commend the **automation features** of FireHydrant, streamlining incident processes and enhancing collaboration during incidents. - Users commend the **exceptional customer support** of FireHydrant, noting responsiveness and effective handling of feedback and requests. **Cons:** - Users wish for more **missing features** in FireHydrant, particularly in analytics, alerting, and service catalog functionality. - Users find the **complexity of customization options** and interface transitions to be overwhelming and confusing. - Users express **confusion** regarding teams, UI, and licensing, highlighting a need for clearer integration and understanding. - Users experience **feature limitations** in FireHydrant, desiring more customization and better reporting options for their needs. - Users find the **limited features** of FireHydrant restrictive, particularly in automation triggers and reporting capabilities. #### What Are Recent G2 Reviews of FireHydrant? **"[FireHydrant Makes Incident Notifications Effortless and Keeps the Right People Informed](https://www.g2.com/survey_responses/firehydrant-review-12804478)"** **Rating:** 5.0/5.0 stars *— Gunther C.* [Read full review](https://www.g2.com/survey_responses/firehydrant-review-12804478) --- **"[FireHydrant’s Guided Workflows and Monitoring Integrations Shine](https://www.g2.com/survey_responses/firehydrant-review-11930299)"** **Rating:** 5.0/5.0 stars *— Zoie S.* [Read full review](https://www.g2.com/survey_responses/firehydrant-review-11930299) --- #### What Are G2 Users Discussing About FireHydrant? - [What is Blameless used for?](https://www.g2.com/discussions/what-is-blameless-used-for) - 1 comment, 1 upvote ### 24. [ALVAO Service Desk](https://www.g2.com/products/alvao-service-desk/reviews) ALVAO Service Desk is a Microsoft-native ITSM platform that centralizes requests across IT, HR, and Facilities. Integrated with Outlook and Teams, it allows employees to create, track, and resolve tickets directly in familiar tools. AI and Copilot features automate repetitive tasks, provide smart suggestions, and power a Teams-based virtual agent for 24/7 self-service. With transparent dashboards, SLA-driven prioritization, Power platform integration, no-code automatization and Power BI reporting, ALVAO delivers clarity and measurable results. Deployable in Azure or on-premises, and aligned with ISO 27001 and SOC 2, it combines security, flexibility, and scalability to streamline service delivery and drive organizational efficiency while ensuring compliance with standards such as Cyber Essentials and DORA. For more information visit www.alvao.com **Average Rating:** 4.6/5.0 **Total Reviews:** 52 **How Do G2 Users Rate ALVAO Service Desk?** - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.8/10 (Category avg: 8.8/10) - **Constant Monitoring:** 5.6/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.8/10 (Category avg: 7.2/10) **Who Is the Company Behind ALVAO Service Desk?** - **Seller:** [ALVAO](https://www.g2.com/sellers/alvao) - **Year Founded:** 1999 - **HQ Location:** Brno, CZ - **LinkedIn® Page:** https://www.linkedin.com/company/alvao/ (54 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Government Administration - **Company Size:** 65% Mid-Market, 29% Enterprise #### What Are ALVAO Service Desk's Pros and Cons? **Pros:** - Automation (4 reviews) - Time-saving (4 reviews) - User Interface (4 reviews) - Collaboration (3 reviews) - Deployment Ease (3 reviews) **Cons:** - Insufficient Information (2 reviews) - Limited Customization (2 reviews) - Bugs (1 reviews) - Complexity (1 reviews) - Complex Reporting (1 reviews) ### What Do G2 Reviewers Say About ALVAO Service Desk? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of automation** in ALVAO Service Desk, streamlining processes and saving valuable time. - Users value the **time-saving capabilities** of ALVAO Service Desk, significantly streamlining processes and boosting efficiency. - Users appreciate the **intuitive and user-friendly interface** of ALVAO Service Desk, enhancing overall navigation and usability. - Users value the **effective collaboration** enabled by ALVAO Service Desk, enhancing communication across departments seamlessly. - Users appreciate the **easy deployment and integration** of ALVAO Service Desk, facilitating quick service implementation and management. **Cons:** - Users find the **insufficient information** about custom forms and limited options somewhat complicating their experience. - Users find **limited customization** of forms and reporting in ALVAO Service Desk can complicate their experience. - Users experience occasional **bugs** , but most issues are minor and resolved promptly with updates or consultancy help. - Users find the **creation of custom forms complicated** and often require documentation for assistance. - Users find the **complexity of reporting** in ALVAO Service Desk makes customization challenging and less user-friendly. #### What Are Recent G2 Reviews of ALVAO Service Desk? **"[User review after 3 years of use](https://www.g2.com/survey_responses/alvao-service-desk-review-9458381)"** **Rating:** 4.0/5.0 stars *— Tomáš V.* [Read full review](https://www.g2.com/survey_responses/alvao-service-desk-review-9458381) --- **"[Great product and the support team](https://www.g2.com/survey_responses/alvao-service-desk-review-11034772)"** **Rating:** 4.5/5.0 stars *— Lukáš S.* [Read full review](https://www.g2.com/survey_responses/alvao-service-desk-review-11034772) --- #### What Are G2 Users Discussing About ALVAO Service Desk? - [What is ALVAO Service Desk used for?](https://www.g2.com/discussions/what-is-alvao-service-desk-used-for) ### 25. [ZIF](https://www.g2.com/products/zif/reviews) The Zero Incident Framework (ZIF) is an AI-Ops based platform delivering enhanced network operations management around asset discovery, hybrid infrastructure monitoring, Proactive detection, and automation. The platform harnesses unique features from high-end technologies like artificial intelligence, machine learning, and intelligent automation. ZIF components provide organizations with full-fledged proactivity and a level of resilience that would enable increased availability and ‘zero outages’ in any environment be it cloud, on-premises, or hybrid IT infrastructure. ZIF is an AI-Ops platform that enables proactive detection and remediation of potential events helping organizations drive towards a Zero Incident Enterprise™. **Average Rating:** 4.5/5.0 **Total Reviews:** 17 **How Do G2 Users Rate ZIF?** - **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.8/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.2/10 (Category avg: 8.9/10) - **AI Text Generation:** 10.0/10 (Category avg: 7.2/10) **Who Is the Company Behind ZIF?** - **Seller:** [Zero Incident FrameworkTM (ZIFTM)](https://www.g2.com/sellers/zero-incident-frameworktm-ziftm) - **Year Founded:** 1998 - **HQ Location:** Princeton, New Jersey - **Twitter:** @ZIF_AI (258 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/zif-ai/ (1 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Analyst - **Top Industries:** Banking - **Company Size:** 50% Small-Business, 50% Enterprise #### What Are Recent G2 Reviews of ZIF? **"[Amazing](https://www.g2.com/survey_responses/zif-review-9982605)"** **Rating:** 5.0/5.0 stars *— Mohamed M.* [Read full review](https://www.g2.com/survey_responses/zif-review-9982605) --- **"[This has been a perfect tool](https://www.g2.com/survey_responses/zif-review-4801812)"** **Rating:** 4.5/5.0 stars *— Mohammed F.* [Read full review](https://www.g2.com/survey_responses/zif-review-4801812) --- #### What Are G2 Users Discussing About ZIF? - [What is ZIF used for?](https://www.g2.com/discussions/what-is-zif-used-for) ## What Is Incident Management Software? [IT Management Software](https://www.g2.com/categories/it-management) ## What Software Categories Are Similar to Incident Management Software? - [Service Desk Software](https://www.g2.com/categories/service-desk) - [IT Alerting Software](https://www.g2.com/categories/it-alerting) - [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) --- ## How Do You Choose the Right Incident Management Software? ### What You Should Know About Incident Management Software ### What is Incident Management Software? Incident management software helps businesses preserve the uptime of their digital assets. IT teams use incident management systems to alert them to major problems or downtime, generate reports surrounding the outage or issue, and guide a plan of action in addressing the problem. These service management functionalities can be especially beneficial in situations where companies have numerous assets to monitor at once or a few mission-critical assets to monitor in real time. Regardless of which scenarios, IT service management automation is the key to fast incident response time. This type of software automatically assigns the tasks to the appropriate teams, provides insights into the cases, and generates actionable reports to optimize the IT incidents handling process. For example, a good incident management system will determine if a case should alert the [DevOps](https://www.g2.com/categories/devops) team or the [IT service management (ITSM)](https://www.g2.com/categories/it-service-management-itsm-tools) teams based on the type of the problem or prioritization.  Incident management solutions ensure critical IT infrastructures have as much uptime as possible. Once an incident is spotted by monitoring software or an end-user report, the tool automates [notifications](https://www.g2.com/categories/incident-management/f/notifications) to all relevant team members or personnel via email, text, call, or communication software. By notifying the exact people or teams needed to address an issue and preparing an immediate report of the issue, incident management software helps the IT teams find root causes and deal with them quickly. The most reliable incident management software for IT teams and system administrators typically combines fast alert delivery, on-call rotation management, and integration with existing monitoring and collaboration tools into a single platform that runs without interruption during critical incidents. Based on G2 reviews, IT operations and SRE teams evaluate incident management software by comparing MTTR reduction, on-call scheduling flexibility, and how cleanly the platform integrates with existing monitoring, ticketing, and chat tools. ### What are the Common Features of Incident Management Software? The following are some core features within incident management tools that can help users maintain their IT system’s uptime: **Self-service portal:** Before a ticket is submitted, incident management software should provide a knowledge base to answer common problems of employees. This saves the ITSM team time and streamlines repetitive problems. [**Incident assignment**](https://www.g2.com/categories/incident-management/f/ticket-assignment) **:** Designate the reported incident to the right team according to the types of problems. Without this feature, the IT team will need to identify the type of the problems first, which slows down the SLA time.  **ITIL management:** Most incident management software will come with an ITIL, which is a library of volumes describing a framework of best practices for delivering IT services. The software can guide the IT team to follow this framework in their ITSM operation. **Immediate alerting:** With incident management systems, users can mail, text, call, or integrate with team communication software to notify all relevant personnel, notifying them of an issue’s occurrence and any pertinent details surrounding it. **Incident tracking:** The software helps set different SLA policies to track deadlines based on elapsed time and types of problems. This can be further [customized by priority](https://www.g2.com/categories/incident-management/f/ticket-prioritization) so that the ITSM team can allocate appropriate time for every incident. The software should also automatically notify the support team of unsolved incidents before their SLA breaches. [**Standardized workflow**](https://www.g2.com/categories/incident-management/f/standardization) **:** Note what failed and potential troubleshooting steps towards service restoration. Some incident management solutions integrate with monitoring and log analytics software to suggest the root cause of the issue. **Mobile app** : Some incident management software offer a mobile app so that cases can be reported and handled on mobile devices. **Reports and analytics:** Incident reports detail how on-call workloads are distributed and handled. Some software also have customer satisfaction reports to better understand customer feedback and improve service quality. This is necessary to optimize the ITSM team’s work to prepare for future cases.  Based on G2 reviews, the best incident management software for MTTR automation lets IT engineering teams reduce mean time to acknowledge and mean time to resolve through automated alert routing, on-call scheduling, and pre-built response workflows that page the right responder without manual triage. Reviewers describe the best incident management tools for on-call scheduling and alert routing as those that combine flexible rotation policies, intelligent escalation paths, and direct integration with Slack, Jira, and major monitoring tools, so on-call engineers spend less time managing communication and more time fixing the actual problem. SRE and DevOps teams point to automated response chains and incident timelines built in the background as the features that separate platforms they actively use during outages from ones that add operational overhead. Other features of incident management software: [Ticket Creation](https://www.g2.com/categories/incident-management/f/ticket-creation), [Ticket Designation](https://www.g2.com/categories/incident-management/f/ticket-designation). ### What are the Benefits of Incident Management Software? Incident management tools can have a variety of benefits, here are a few: **Save costs:** Downtime can quickly cost businesses money and clients (both potential and current). Incident management solutions help businesses get back to a full capacity more quickly, minimizing losses from downtime. While incident management tools cost money, a manual incident resolution will decrease customer satisfaction and hurt revenue generation in the long run. For example, without the alerting feature from the incident reporting capability, the help desk could miss a case buried in emails and breach SLA.  **Increase productivity:** The IT team can follow the ITIL protocols to handle the problem in the best practices. They can also collaborate with other teams depending on the type of the problems. This takes the guesswork out of the ITSM process by knowing what to do and who to work with.  **Unify visibility:** Both incident reporters and IT managers gain significant visibility to the ITSM process. The incident reporters can track what’s happening to their tickets and when they will be solved. This will keep the end users informed and happy. For IT managers, they can identify what assets are causing the problem (software bugs or hardware malfunction) and fix them appropriately. They can also acknowledge the ITSM team’s performance based on customer satisfaction scores and SLA metrics. This allows them to take action where needed. ### Who Uses Incident Management Software? **IT teams:** Business’ IT teams will be the strongest users of incident management tools. Since the software is specifically designed for reporting any disturbances to proper workflow, incident management can be used to great effect by anyone from dedicated support teams to digital asset teams (databases, virtual servers, applications, etc.) and beyond. These teams can use incident management software in conjunction with other monitoring tools, service desk tools, and more. **Employees:** When employees are having technical difficulties, they can report the problem on the incident management software. Many external IT problems are also spotted by employees before the customers, so it is important to fix them quickly. **Customers:** Customers can report IT problems and track when they will be solved. Incident management is the key to customer satisfaction and revenue generation.  Based on G2 reviews, incident management software with ITIL SLA tracking is a frequent evaluation criterion for mid-size IT teams looking to formalize incident, problem, and change management processes without the implementation lift of enterprise ITSM platforms. Reviewers describe SLA breach alerts, audit-ready incident histories, and structured workflows around incident categorization as the features that move a growing IT team from ad-hoc ticketing into a repeatable service management practice. #### Software Related to Incident Management Software Related solutions that can be used together with incident management software include: [Video conferencing](https://www.g2.com/categories/video-conferencing) **and** [audio conferencing software](https://www.g2.com/categories/audio-conferencing) **:** Video conferencing and audio conferencing software help drive troubleshooting efforts by providing an immediate avenue to communicate with all relevant parties. Since incidents tend to require immediate action to maximize uptime, it’s best to begin troubleshooting efforts as soon as possible.  [Log analysis software](https://www.g2.com/categories/log-analysis) **:** When something fails, the first place to check for a potential failure explanation is in logging. Application logs, server logs, and other logs are great leads to finding the solutions. Log analysis software assists in sorting through those logs, making it easier to find failure points and restore service. [Service desk software](https://www.g2.com/categories/service-desk) **:** Internal transparency is critical to incident management, not only because of auditing but also because it is essential to not repeat troubleshooting steps. Repeating the same (failed) steps means extra time spent not fixing an issue. Service desk tools help with transparency by providing a ticketing system where issues and attempted fixes can be tracked. ### Challenges with Incident Management Software Software solutions can come with their own set of challenges.  **Minor incident detection:** Not all major incidents are going to display an immediate sign that something is wrong. In situations like that, it can be difficult to hit that one "key" factor that’s going to set off an incident alert. For potential issues like those that a company could potentially come across, it’s important to consider setting up some warning alerts for signs of a possible incoming major incident. **Links to known issues:** In IT and development, issues that have occurred before or frequently are called known issues. While some of these might be well known among relevant teams, others might be obscure or even previously considered one-off issues. As a result, knowledge surrounding how to address the issue might be difficult to come by at first. Users can pair an incident management solution with knowledge management software to assist their teams in addressing issues more quickly. **ITIL compliant:** There is no standard or governance for ITIL. Adopting the ITSM processes that worked elsewhere doesn’t mean the company is complying with ITIL. The best practice is that IT teams should regularly review customer feedback and adjust their processes accordingly. After all, ITIL is all about efficiency and performance rather than compliance. Following ITIL blindly will make the ITSM process inflexible and unfit for others. ### How to Buy Incident Management Software #### Requirements Gathering (RFI/RFP) for Incident Management Software Whether a company is looking for its first incident management software or trying to replace an existing one, g2.com can help find the best solution. The company’s needs when searching for incident management software often relate to specifically desired data and metrics. For example, the user may be most interested in analyzing SLA breaches. Buyers should make a ranked list of the features that most directly address the problems they’re trying to solve, then reference G2 reviews to find the right fit. Prioritizing the desired feature set can help narrow down the potential pool of incident management solutions, allowing teams to then apply further considerations for budget, ease of integration with other systems, security requirements, and more. This holistic approach empowers buyers to move forward with a focused checklist, which can be used in conjunction with G2 scoring to select the best incident management tool for the business. #### Compare Incident Management Software **Create a long list** When searching for incident management software, companies need to identify compatibility requirements for existing communication tools, monitoring software, and knowledge management software. Buyers should make a list of important existing software that needs to be integrated, then filter out the incident management tools that can’t be integrated. For example, many incident management software are SaaS solutions that only work with other SaaS solutions on the cloud. If the company's IT operations and incident management process are on-premises, then the company should seriously check if its legacy IT infrastructure fits the incident management software.  **Create a short list** It helps to cross-reference the results of initial vendor evaluations with G2 reviews from other buyers, the combination of which will help to narrow in on a short three to five product list. From there, buyers can compare pricing and features to determine the best fit. Some vendors don’t charge implementation costs while some do.  **Conduct demos** As a rule of thumb, companies should make sure to demo all of the products that end up on their short list. During demos, buyers should ask specific questions related to the functionalities they care most about; for example, one might ask to be walked through what actionable insights are generated from an SLA breach report.  #### Selection of Incident Management Software **Choose a selection team** Regardless of a company’s size, it’s important to involve the most relevant personas when beginning the incident management software selection process. Larger companies may include the ITSM teams, procurement teams, IT managers, and engineers who will be working with the software most closely. Smaller companies with fewer employees might just need IT managers to fill the role. **Negotiation** Many vendors offer full software license platforms that go beyond incident management (on-premises) to include knowledge management and observability platforms. While some companies will not budge on the configurations of their packages, buyers looking to trim costs should try to negotiate down to the specific functions that matter to them to get the best price. For example, a vendor’s pricing page where incident management functionality is only included with a robust all-in-one monitoring package, whereas a sales conversation may prove otherwise.  **Final decision** After this stage, it is important to perform a trial run if possible with a small selection of IT professionals or developers. This will help to ensure that the incident management software of choice integrates well with an ITSM specialist’s systems setup or an engineer’s day-to-day work. If the incident management tool is well liked and well utilized, the buyer can take that as a sign that their selection is the right one. If not, looking back at the other options may be necessary. --- ## What Are the Most Common Questions About Incident Management Software? *AI-generated · 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.