# Best Incident Management Software

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

**Total Products under this Category:** 133

### Category Stats (Aug 2026)

- **Average Rating:** 4.43/5 (↑0.01 vs Jul 2026) The average rating of products in this category, based on all submitted ratings
- **Top Trending Product:** SAS Fraud, Anti-Money Laundering & Security Intelligence (+0.51%) - Among all products in this category, SAS Fraud, Anti-Money Laundering & Security Intelligence recorded the largest rating increase compared to last month

_Last updated: August 01, 2026_

## How Does G2 Rank Incident Management Software Products?

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

- 30 Analysts and Data Experts
- 17,500+ Authentic Reviews
- 133+ Products
- Unbiased Rankings

G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category.

## G2 Grid® for Incident Management Software
 ![G2 Grid® for Incident Management Software plotting products by satisfaction and market presence](https://www.g2.com/categories/incident-management/grids.png?focus%5B%5D=71310&focus%5B%5D=25671&focus%5B%5D=27129&focus%5B%5D=5231&focus%5B%5D=2864&focus%5B%5D=139215&focus%5B%5D=17254&focus%5B%5D=167999)

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

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

**Sponsored**

### Rootly

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

[Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=1040&secure%5Bchosen_at%5D=2026-08-04T00%3A09%3A40Z&secure%5Bdisplayable_resource_id%5D=1040&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=1040&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=164922&secure%5Bresource_id%5D=1040&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fincident-management%3Fopen_modal_url%3D%252Fproducts%252Fxurrent-itsm%252Fwishlists%253Fhost_path%253D%25252Fcategories%25252Fincident-management%2526source%253Dcategory&secure%5Btoken%5D=fd6b28fb03f67a28241f90c433179d0e61827c1a05075437dafc86bf956cc13a&secure%5Burl%5D=https%3A%2F%2Fwww.rootly.com%2Fdemo&secure%5Burl_type%5D=custom_url)

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

ServiceNow IT Service Management (ITSM) is a cloud-based IT service management solution built on the ServiceNow AI Platform that helps IT organizations manage the full lifecycle of IT service delivery, from incident detection to resolution, service requests to change management, on a single platform with a unified data model. ServiceNow ITSM is used by IT teams across industries including financial services, healthcare, technology, manufacturing, and government. It is designed for organizations that need to manage high volumes of IT service requests, incidents, and changes while reducing manual effort and improving response times. Typical users include service desk agents, incident managers, change managers, problem managers, IT operations leaders, and platform administrators. Core capabilities include: 1) Incident management: Automatically classify, prioritize, route, and resolve incidents using AI. AI agents can handle routine issues end-to-end without human intervention, from password resets to common access requests, while escalating complex cases to the right team with full context attached. 2) Change management: Assess risk, automate approvals, and manage change schedules with CMDB-powered impact analysis. Standard and low-risk changes can be automated to reduce bottlenecks, while high-risk changes go through structured review workflows. 3) Problem management: Identify root causes of recurring incidents and create known error records to prevent repeat issues. Problem workflows connect directly to incident data, so patterns surface faster and fixes reach the service desk without manual handoffs. 4) Service request fulfillment: Provide employees with a self-service catalog backed by AI-powered search and a virtual agent that can resolve common requests without a ticket reaching a human agent. 5) Knowledge management: Capture, organize, and surface institutional knowledge so agents and employees can find answers faster. AI suggests relevant knowledge articles during incident handling and self-service interactions, reducing repeat work across the service desk. ServiceNow ITSM uses platform-native AI and AI agents to automate routine IT work that traditionally required manual effort such as ticket classification, assignment, initial diagnosis, and common resolutions. This is distinct from bolt-on AI tools because the AI operates on the same data model as the service management workflows, which means it has real-time access to the CMDB, incident history, change schedules, and knowledge base without requiring separate integrations. The product also connects to ServiceNow IT Operations Management (ITOM), enabling organizations to extend from reactive IT service delivery to proactive and autonomous service operations. When ITSM and ITOM run on the same platform, operational events detected in the infrastructure can automatically generate and route incidents, attach root cause context, and trigger resolution workflows, ultimately reducing the gap between when an issue occurs and when it's resolved. ServiceNow ITSM aligns with ITIL practices and supports organizations at various stages of IT maturity, whether they are consolidating from fragmented point tools or extending an existing ServiceNow deployment into AI-driven automation.

**Average Rating:** 4.5/5.0

**Total Reviews:** 1,813

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

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

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

- **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow)
- **Company Website:** www.servicenow.com
- **Year Founded:** 2004
- **HQ Location:** Santa Clara, CA
- **Twitter:** @servicenow  
55,548 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8f146dd2da6255ae21db2f89043b268912043fe250660dfee40ba3c0574bb1ba&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F29352%2F&secure%5Burl_type%5D=linkedin_company_website)  
35,081 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Consultant, Software Engineer
- **Top Industries:** Information Technology and Services, Hospital & Health Care
- **Company Size:** 65% Large, 19% Medium

#### What Do G2 Reviewers Say About ServiceNow IT Service Management?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of ServiceNow IT Service Management, streamlining service management tasks efficiently.
- Users value the **rich platform** of ServiceNow for comprehensive ITSM task management and visibility.
- Users value the **streamlined efficiency** of ServiceNow IT Service Management, enhancing service delivery and user satisfaction.
- Users value the **customizable functionalities** and **easy integrations** that enhance the efficiency of IT Service Management.
- Users appreciate the **strong automation capabilities** of ServiceNow, enhancing IT operations and improving overall efficiency.

##### Cons

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

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

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

**Rating:** 5.0/5.0 stars

_— Manket K._

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

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

**Rating:** 5.0/5.0 stars

_— Vikas O._

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

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

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

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

NinjaOne est la plateforme unifiée d'opérations informatiques qui aide les équipes informatiques et les fournisseurs de services gérés à gérer, sécuriser et prendre en charge chaque point de terminaison à partir d'une console native du cloud unique. Près de 40 000 clients dans plus de 140 pays utilisent NinjaOne pour remplacer les outils ponctuels fragmentés par une plateforme conçue pour évoluer. La plateforme réunit le travail de base des opérations informatiques modernes : gestion des points de terminaison, gestion autonome des correctifs, gestion des vulnérabilités, sauvegarde des points de terminaison et des SaaS, accès à distance et service d'assistance informatique. Les équipes surveillent et contrôlent les appareils Windows, macOS, Linux, mobiles et virtuels en un seul endroit, automatisent le travail de routine avec une automatisation basée sur des politiques et une IA centrée sur l'humain, et réduisent le coût et le risque liés à l'utilisation de nombreux outils déconnectés. NinjaOne sert aussi bien les équipes informatiques internes que les MSP, des départements informatiques allégés aux organisations de taille moyenne et aux grandes entreprises gérant des environnements distribués et multi-sites. Les utilisations courantes incluent la consolidation des outils informatiques, l'automatisation des correctifs pour la sécurité et la conformité, la gestion des forces de travail distribuées et hybrides, l'amélioration de la visibilité des points de terminaison et le renforcement de la préparation aux sauvegardes et aux ransomwares. NinjaOne a maintenu un score de satisfaction client de 98 % pendant plus de cinq ans, soutenu par une intégration illimitée gratuite et un support 24/7 en sept langues. Les organisations qui passent à NinjaOne déclarent remplacer quatre outils ou plus par la plateforme unique. NinjaOne est autorisé FedRAMP Moderate et conforme aux normes SOC 2 Type II et Type III, et prend en charge les preuves de conformité prêtes pour l'audit à travers des cadres tels que CMMC, ISO 27001 et HIPAA. La mission derrière la plateforme est simple : unifier l'informatique pour simplifier le travail, en offrant aux équipes informatiques de meilleurs outils et aux employés une excellente expérience technologique au travail.

**Average Rating:** 4.7/5.0

**Total Reviews:** 4,926

#### How Do G2 Users Rate NinjaOne?

- **the product a-t-il été un bon partenaire commercial?:** 9.4/10 (Category avg: 9.1/10)
- **Visualisation du cycle de vie:** 8.5/10 (Category avg: 8.8/10)
- **Surveillance constante:** 9.3/10 (Category avg: 8.9/10)
- **Génération de texte:** 6.5/10 (Category avg: 7.3/10)

#### Who Is the Company Behind NinjaOne?

- **Vendeur:** [NinjaOne](https://www.g2.com/fr/sellers/ninjaone)
- **Site Web de l'entreprise:** www.ninjaone.com
- **Année de fondation:** 2013
- **Emplacement du siège social:** Austin, Texas
- **Twitter:** @NinjaOne  
3,607 abonnés Twitter
- **Page LinkedIn®:** [www.linkedin.com](https://www.g2.com/fr/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=088d8f8972aca17db8b553b592039f99dd09562a773c2979f4e191848ab016f2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F6436301%2F&secure%5Burl_type%5D=linkedin_company_website)  
2,376 employés sur LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Responsable informatique, Propriétaire
- **Top Industries:** Technologie de l'information et services, Sécurité informatique et réseau
- **Company Size:** 47% Medium, 45% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Les utilisateurs apprécient la **facilité d'utilisation** de NinjaOne, qui simplifie la gestion des actifs et automatise les tâches essentielles sans effort.
- Les utilisateurs louent les **puissantes capacités d'automatisation** de NinjaOne, améliorant l'efficacité et simplifiant la gestion des appareils.
- Les utilisateurs apprécient la **navigation facile et le tableau de bord** de NinjaOne, facilitant la gestion et la surveillance rapides des appareils.
- Les utilisateurs louent NinjaOne pour ses **mises à jour automatisées et alertes efficaces** , simplifiant considérablement la gestion des serveurs et économisant du temps.
- Les utilisateurs apprécient le **excellent support client** de NinjaOne, notant un accès rapide à un personnel compétent et des solutions pratiques.

##### Cons

- Les utilisateurs estiment que les **fonctionnalités manquantes** limitent la fonctionnalité, en particulier l'absence de capacités de portail client et client.
- Les utilisateurs trouvent que la **fonction de recherche est insuffisante** , et l'interface peut dérouter les utilisateurs finaux avec des icônes peu claires.
- Les utilisateurs trouvent que NinjaOne a **des fonctionnalités limitées** , notamment en ce qui concerne la fonctionnalité de l'application mobile et les options de gestion des appareils.
- Les utilisateurs trouvent que NinjaOne a besoin **d'améliorations dans la fonctionnalité de recherche** et d'un meilleur tableau de bord de billetterie pour le suivi de l'efficacité.
- Les utilisateurs signalent des **problèmes de fonctionnalités** avec les paramètres de fonction et un manque de contrôles adéquats basés sur les rôles dans NinjaOne.

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

**["Autonomisez notre MSP pour résoudre les problèmes rapidement et croître rapidement"](https://www.g2.com/fr/survey_responses/ninjaone-review-10168731)**

**Rating:** 4.5/5.0 stars

_— Robert M._

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

**["Révolutionné nos flux de travail"](https://www.g2.com/fr/survey_responses/ninjaone-review-8785777)**

**Rating:** 5.0/5.0 stars

_— Drew B._

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

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

- [What is NinjaOne (formerly NinjaRMM) used for?](https://www.g2.com/fr/discussions/what-is-ninjaone-formerly-ninjarmm-used-for) - 2 comments
- [Est-ce qu'Office 365 sauvegarde vos données ?](https://www.g2.com/fr/discussions/does-office-365-backup-your-data) - 3 comments
- [Que sauvegarde Dropsuite ?](https://www.g2.com/fr/discussions/what-does-dropsuite-backup) - 1 comment

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

La plateforme de gestion d'incidents de bout en bout xMatters automatise chaque étape du cycle de vie de l'incident, de l'événement à la résolution, réduisant ainsi la fréquence, la durée et le coût des interruptions de service critiques. L'IA spécialement conçue par xMatters réduit considérablement les temps de résolution grâce à une intégration transparente avec n'importe quelle chaîne d'outils DevOps ou ITSM, garantissant que chaque équipe dispose du contexte nécessaire pour éviter les perturbations avant qu'elles ne se produisent. Nous collaborons avec nos clients pour créer des flux de travail qui réduisent le MTTA/MTTR, augmentent la satisfaction des clients et des employés, et améliorent la conformité et le reporting. Intégrez la résilience opérationnelle dans vos services numériques et automatisez les réponses jusqu'à la résolution avec Everbridge xMatters.

**Average Rating:** 4.5/5.0

**Total Reviews:** 766

#### How Do G2 Users Rate xMatters?

- **the product a-t-il été un bon partenaire commercial?:** 9.3/10 (Category avg: 9.1/10)
- **Visualisation du cycle de vie:** 9.0/10 (Category avg: 8.8/10)
- **Surveillance constante:** 9.3/10 (Category avg: 8.9/10)
- **Génération de texte:** 8.3/10 (Category avg: 7.3/10)

#### Who Is the Company Behind xMatters?

- **Vendeur:** [Everbridge](https://www.g2.com/fr/sellers/everbridge)
- **Site Web de l'entreprise:** www.everbridge.com
- **Année de fondation:** 2002
- **Emplacement du siège social:** Vienna, VA
- **Twitter:** @Everbridge  
4,786 abonnés Twitter
- **Page LinkedIn®:** [www.linkedin.com](https://www.g2.com/fr/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4dfea575b77455a8e7892fffee701411f8983277b7fd4accc12c0de5f667bbcd&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F33883&secure%5Burl_type%5D=linkedin_company_website)  
1,609 employés sur LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Ingénieur logiciel, Responsable des incidents
- **Top Industries:** Technologie de l'information et services, Services financiers
- **Company Size:** 58% Large, 27% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Les utilisateurs apprécient les **notifications d'incidents fiables et rapides** de xMatters, rationalisant la communication pendant les moments critiques.
- Les utilisateurs apprécient la **facilité d'utilisation** de xMatters, bénéficiant d'une communication simplifiée et de l'automatisation des tâches dans la gestion des incidents.
- Les utilisateurs apprécient la **communication cohérente et les notifications robustes** de xMatters, améliorant la réponse aux incidents et la collaboration.
- Les utilisateurs apprécient les **puissantes fonctionnalités d'automatisation** de xMatters, simplifiant les tâches complexes et améliorant l'efficacité de la gestion des incidents.
- Les utilisateurs apprécient les **alertes de notification opportunes** de xMatters, améliorant leur réactivité et leur efficacité opérationnelle.

##### Cons

- Les utilisateurs trouvent que la **courbe d'apprentissage est compliquée** , rendant la configuration initiale longue et difficile.
- Les utilisateurs trouvent la **courbe d'apprentissage abrupte** de xMatters difficile, surtout lors de l'installation et de la configuration initiales.
- Les utilisateurs constatent que les **problèmes d'alerte** avec xMatters entraînent des complications de planification et des retards frustrants dans les notifications urgentes.
- Les utilisateurs sont confrontés à un **processus de configuration complexe** avec une courbe d'apprentissage abrupte, rendant la configuration initiale difficile.
- Les utilisateurs trouvent que la **configuration difficile** des flux de travail de notification est chronophage, ce qui impacte l'adoption précoce et nécessite une attention minutieuse aux détails.

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

**["X-Matters rend les escalades à 2 heures du matin sans effort avec des alertes multi-canaux fiables"](https://www.g2.com/fr/survey_responses/xmatters-review-12974416)**

**Rating:** 5.0/5.0 stars

_— Alexander P._

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

**["Concepteur de flux sans code et escalades multi-canaux fiables"](https://www.g2.com/fr/survey_responses/xmatters-review-12874202)**

**Rating:** 5.0/5.0 stars

_— Zuhaib I._

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

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

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

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

Jira Service Management est une solution de gestion des services informatiques (ITSM). Construit sur la plateforme Atlassian, Jira Service Management permet aux équipes de fournir et de gérer des services pour les parties prenantes internes et externes. Des équipes allant du développement à l'informatique en passant par les ressources humaines utilisent Jira Service Management pour recevoir les demandes des employés, répondre aux incidents, déployer des changements pour améliorer les produits ou services, suivre les actifs, mettre en avant les connaissances et automatiser les flux de travail.

**Average Rating:** 4.3/5.0

**Total Reviews:** 964

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

- **the product a-t-il été un bon partenaire commercial?:** 8.7/10 (Category avg: 9.1/10)
- **Visualisation du cycle de vie:** 9.0/10 (Category avg: 8.8/10)
- **Surveillance constante:** 8.9/10 (Category avg: 8.9/10)
- **Génération de texte:** 8.0/10 (Category avg: 7.3/10)

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

- **Vendeur:** [Atlassian](https://www.g2.com/fr/sellers/atlassian)
- **Site Web de l'entreprise:** www.atlassian.com
- **Année de fondation:** 2002
- **Emplacement du siège social:** Sydney and San Francisco
- **Twitter:** @Atlassian  
106,496 abonnés Twitter
- **Page LinkedIn®:** [www.linkedin.com](https://www.g2.com/fr/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2a96146f2051a6b8a9a49a13db5b2aa2c98263324b90f1bc18b4ceec70d380b0&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fatlassian&secure%5Burl_type%5D=linkedin_company_website)  
21,081 employés sur LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Ingénieur logiciel, Ingénieur Logiciel Senior
- **Top Industries:** Technologie de l'information et services, Logiciels informatiques
- **Company Size:** 42% Medium, 38% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Les utilisateurs apprécient la **facilité d'utilisation** de Jira Service Management, facilitant une collaboration fluide entre les départements et une personnalisation percutante.
- Les utilisateurs apprécient l' **intégration transparente** de Jira Service Management avec les outils Atlassian, améliorant la collaboration entre les équipes.
- Les utilisateurs apprécient l' **automatisation intégrée** dans Jira Service Management, rationalisant des tâches comme l'attribution de tickets et les notifications.
- Les utilisateurs apprécient le **système de gestion des tickets convivial** qui simplifie le suivi des incidents et assure des opérations fluides.
- Les utilisateurs apprécient la **facilité de suivi** de Jira Service Management, soulignant son suivi SLA robuste et sa gestion efficace des problèmes.

##### Cons

- Les utilisateurs soulignent la **courbe d'apprentissage abrupte** de Jira Service Management, ce qui le rend difficile pour les équipes nouvelles ou non techniques.
- Les utilisateurs trouvent la **courbe d'apprentissage abrupte** de Jira Service Management intimidante, rendant la configuration initiale et la mise en place difficiles.
- Les utilisateurs trouvent la **courbe d'apprentissage abrupte** de Jira Service Management difficile, ce qui entrave l'adoption pour les équipes nouvelles ou non techniques.
- Les utilisateurs trouvent le **processus de configuration complexe** de Jira Service Management difficile, en particulier pour les nouveaux utilisateurs et les équipes non techniques.
- Les utilisateurs trouvent l' **interface complexe** difficile, surtout pour les métriques personnalisées et les vérifications rapides, ce qui affecte leur flux de travail.

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

**["Intégration transparente de Jira qui rationalise les demandes de service et les flux de travail de support"](https://www.g2.com/fr/survey_responses/jira-service-management-review-13071435)**

**Rating:** 4.5/5.0 stars

_— Ravindra N._

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

**["Visibilité claire des tickets et communication fluide dans Jira Service Management"](https://www.g2.com/fr/survey_responses/jira-service-management-review-13195687)**

**Rating:** 5.0/5.0 stars

_— Sree K._

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

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

- [À quoi sert Jira Service Management ?](https://www.g2.com/fr/discussions/what-is-jira-service-management-used-for) - 2 comments, 1 upvote
- [Que fait Jira Service Desk ?](https://www.g2.com/fr/discussions/what-does-jira-service-desk-do) - 1 comment
- [Does Jira Service Desk include JIRA software?](https://www.g2.com/fr/discussions/does-jira-service-desk-include-jira-software)
- [Quelles sont les fonctionnalités de JIRA ?](https://www.g2.com/fr/discussions/jira-service-management-what-are-the-features-of-jira) - 1 comment
- [Jira est-il un outil de gestion des services ?](https://www.g2.com/fr/discussions/is-jira-a-service-management-tool) - 2 comments

## FAQs About Incident Management Software

Generated using AI

Last updated: June 3, 2026

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

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

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

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

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

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

### Which vendor offers AI-powered incident prioritization

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

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

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

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

### What features define modern incident management

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

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

Freshservice by Freshworks is an AI-powered ServiceOps platform built for modern enterprises that need to move fast without sacrificing control. By unifying ITSM, ITOM, IT asset management, and enterprise service management on a single platform with a shared data layer, Freshservice eliminates the tool sprawl and visibility gaps that slow teams down - creating one source of truth across services, assets, and infrastructure. IT teams get full visibility into their environment: automated discovery, a robust CMDB for impact analysis and root cause resolution, and streamlined incident, problem, change, and major incident management. Beyond IT, Freshservice extends seamlessly to HR, finance, and facilities - giving every business team the same consistent, efficient service experience without the complexity of separate tools. Freshservice comes with a natively embedded AI layer called Freddy AI, that helps agents resolve issues faster, automates employee service requests, and gives leaders the insights they need to make better decisions. The result isn't just faster service; it's a fundamentally more proactive operation that surfaces and resolves issues before they impact employees.

**Average Rating:** 4.6/5.0

**Total Reviews:** 1,298

#### How Do G2 Users Rate Freshservice?

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 8.5/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 8.3/10 (Category avg: 8.9/10)
- **AI Text Generation:** 7.8/10 (Category avg: 7.3/10)

#### Who Is the Company Behind Freshservice?

- **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks)
- **Company Website:** www.freshworks.com
- **Year Founded:** 2010
- **HQ Location:** San Mateo, CA
- **Twitter:** @FreshworksInc  
19,020 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=5f531480627d021846a1bab97814f28776888079b40b7e07b52045e7d1e35c99&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffreshworks-inc%2F&secure%5Burl_type%5D=linkedin_company_website)  
7,505 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** IT Manager, IT Director
- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 61% Medium, 21% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Users highlight the **ease of use** of Freshservice, appreciating its intuitive design and efficient ticket management.
- Users appreciate the **intuitive interface and extensive features** of Freshservice, simplifying both complex tasks and daily activities.
- Users value the **automation features** of Freshservice, significantly enhancing efficiency and streamlining ticket management processes.
- Users praise the **variety of ticket organization options** in Freshservice, enhancing efficiency and user experience.
- Users value the **intuitive ticket management** in Freshservice, enhancing usability and streamlining internal approval processes.

##### Cons

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

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

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

**Rating:** 5.0/5.0 stars

_— Shubham C._

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

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

**Rating:** 4.5/5.0 stars

_— Enrique L._

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

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

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

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

New Relic est la plateforme d'observabilité intelligente tout-en-un conçue pour aider les équipes d'ingénierie et IT à planifier, construire, déployer et exécuter des logiciels en toute confiance. En unifiant les métriques, événements, journaux et traces dans un seul cloud de télémétrie sécurisé, New Relic offre à plus de 25 millions d'ingénieurs une visibilité en temps réel et des insights alimentés par l'IA sur l'ensemble de leur domaine numérique, du code au cloud. Conçu pour remplacer les solutions ponctuelles fragmentées, New Relic consolide l'observabilité complète en une seule source de vérité. La plateforme regroupe la surveillance des performances des applications (APM), la surveillance de l'infrastructure, la gestion des journaux, la surveillance de l'expérience numérique (DEM), la surveillance des conteneurs et l'AIOps dans une interface cohérente. Propulsé par un moteur d'IA avancé, New Relic associe automatiquement les données de télémétrie pour passer de la débogage réactif à la résolution proactive et prédictive, aidant les équipes à réduire le temps moyen de résolution (MTTR) et à éliminer les perturbations numériques avant qu'elles n'affectent les utilisateurs finaux. Équipé de plus de 500 intégrations open source, New Relic se connecte sans effort à votre pile existante. Associé à une tarification transparente basée sur la consommation et l'utilisateur, les organisations obtiennent une prévisibilité totale de leurs coûts sans sacrifier la profondeur de la télémétrie.

**Average Rating:** 4.4/5.0

**Total Reviews:** 571

#### How Do G2 Users Rate New Relic?

- **the product a-t-il été un bon partenaire commercial?:** 8.5/10 (Category avg: 9.1/10)
- **Visualisation du cycle de vie:** 8.9/10 (Category avg: 8.8/10)
- **Surveillance constante:** 9.5/10 (Category avg: 8.9/10)
- **Génération de texte:** 7.9/10 (Category avg: 7.3/10)

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

- **Vendeur:** [New Relic](https://www.g2.com/fr/sellers/new-relic)
- **Année de fondation:** 2008
- **Emplacement du siège social:** San Francisco, CA
- **Twitter:** @newrelic  
65,727 abonnés Twitter
- **Page LinkedIn®:** [www.linkedin.com](https://www.g2.com/fr/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a9eddd984f33572c5efbac2b43c77a680b5f6fb4b0c874a8dc1b10aa32b60f58&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F426253%2F&secure%5Burl_type%5D=linkedin_company_website)  
3,053 employés sur LinkedIn®
- **Propriété:** NYSE: NEWR

#### Who Uses This Product?

- **Who Uses This:** Ingénieur logiciel, Ingénieur Logiciel Senior
- **Top Industries:** Technologie de l'information et services, Logiciels informatiques
- **Company Size:** 43% Medium, 30% Large

#### What Do G2 Reviewers Say About New Relic?

_AI-generated summary from verified user reviews_

##### Pros

- Les utilisateurs apprécient l' **interface facile et intuitive** de New Relic, simplifiant considérablement la navigation et l'utilisation.
- Les utilisateurs apprécient les capacités de **surveillance en temps réel** de New Relic, améliorant ainsi leurs analyses et la gestion des performances des applications.
- Les utilisateurs apprécient les capacités de **surveillance en temps réel** de New Relic, qui améliorent l'efficacité de la détection et de la résolution des problèmes.
- Les utilisateurs apprécient les **capacités d'observabilité complètes** de New Relic, permettant une surveillance efficace et une compréhension approfondie des performances des applications.
- Les utilisateurs apprécient les **analyses détaillées** et les tableaux de bord personnalisables de New Relic, améliorant les informations en temps réel et la surveillance des performances.

##### Cons

- Les utilisateurs trouvent le modèle de tarification de New Relic **cher** , en particulier pour les équipes gérant de gros volumes de données ou plusieurs utilisateurs.
- Les utilisateurs trouvent le **modèle de tarification coûteux** pour les équipes plus importantes, en particulier lorsqu'ils traitent de grands volumes de données.
- Les utilisateurs trouvent la **courbe d'apprentissage abrupte** de New Relic difficile, nécessitant du temps pour comprendre pleinement la plateforme.
- Les utilisateurs trouvent la **complexité** de l'interface et de la structure tarifaire de New Relic intimidante, ce qui affecte la facilité d'utilisation.
- Les utilisateurs trouvent des **courbes d'apprentissage difficiles** avec NRQL et une surcharge de fonctionnalités, rendant l'intégration et la navigation difficiles pour les nouveaux arrivants.

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

**["Examen de l'expérience utilisateur de New Relic"](https://www.g2.com/fr/survey_responses/new-relic-review-10695865)**

**Rating:** 5.0/5.0 stars

_— bhavik m._

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

**["Une observabilité de bout en bout qui accélère le dépannage"](https://www.g2.com/fr/survey_responses/new-relic-review-13057378)**

**Rating:** 4.5/5.0 stars

_— Ravindra N._

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

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

- [What does observability mean?](https://www.g2.com/fr/discussions/what-does-observability-mean)
- [How do you use New Relic?](https://www.g2.com/fr/discussions/how-do-you-use-new-relic)
- [Qu'est-ce que la visibilité complète de la pile ?](https://www.g2.com/fr/discussions/what-is-full-stack-visibility) - 2 comments
- [À quoi sert l'outil New Relic ?](https://www.g2.com/fr/discussions/what-is-new-relic-tool-used-for) - 1 comment

### [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:** 948

#### How Do G2 Users Rate PagerDuty?

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 9.0/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 9.2/10 (Category avg: 8.9/10)
- **AI Text Generation:** 8.1/10 (Category avg: 7.3/10)

#### Who Is the Company Behind PagerDuty?

- **Seller:** [PagerDuty](https://www.g2.com/sellers/pagerduty)
- **Company Website:** www.pagerduty.com
- **Year Founded:** 2009
- **HQ Location:** San Francisco, CA
- **Twitter:** @pagerduty  
24,689 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=939d4e3ae38c9948c223fac14287559f3202cb25d6188d5a010904c292c7c1f7&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F482819%2F&secure%5Burl_type%5D=linkedin_company_website)  
1,267 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Software Engineer, Senior Software Engineer
- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 44% Medium, 38% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **automated and priority-based notifications** from PagerDuty, enhancing incident response and reducing resolution time.
- Users value the **automated and priority-based notifications** of PagerDuty, ensuring timely responses and reducing downtime.
- Users praise the **ease of integration and reliable management** of alerts with PagerDuty's intuitive features.
- Users appreciate the **ease of use** of PagerDuty, enjoying intuitive features and seamless incident management.
- Users value the **easy integrations** with various tools like Slack and AWS, enhancing collaboration and incident management.

##### Cons

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

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

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

**Rating:** 4.5/5.0 stars

_— Joshua O._

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

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

**Rating:** 4.0/5.0 stars

_— Johnny C._

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

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

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

### [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:** 224

#### How Do G2 Users Rate incident.io?

- **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 9.3/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 8.8/10 (Category avg: 8.9/10)
- **AI Text Generation:** 8.3/10 (Category avg: 7.3/10)

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

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

#### Who Uses This Product?

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

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

_AI-generated summary from verified user reviews_

##### Pros

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

##### Cons

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

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

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

**Rating:** 4.5/5.0 stars

_— Luca G._

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

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

**Rating:** 5.0/5.0 stars

_— Guilherme R._

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

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

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

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

Enterprise-grade ITSM that's actually easy to use — resolve issues up to 52% faster with AI, unified asset management, and native ITOps integration built in from day one. SolarWinds Service Desk is a cloud-based IT service management (ITSM) platform that enables IT teams and other business departments to manage service requests, incidents, assets, and workflows in a unified environment. It is designed for IT professionals, service desk teams, and organizations looking to enhance their service management capabilities without the implementation overhead typically associated with enterprise ITSM tools. The platform covers incident management, problem management, change management, asset management, and CMDB in a single product. A configurable, drag-and-drop self-service portal and easy-to-use knowledge base allow end users to resolve common issues independently, while rule-based automations handle ticket routing, prioritization, escalation, and notifications without manual intervention. Customizable dashboards and reporting give teams visibility across incidents, requests, changes, and assets. AI capabilities are embedded directly into agent workflows; including ticket summarization, solution suggestions, intelligent incident/problem linking, response and resolution drafting, runbook generation, and knowledge base recommendations. These capabilities are available out of the box without additional configuration. The AI is scoped to surface relevant, actionable information at the right moment rather than requiring teams to build or maintain separate AI tooling. As part of the SolarWinds portfolio, Service Desk integrates natively with SolarWinds Observability and IT operations tools, allowing infrastructure alerts to automatically generate service desk tickets and giving technicians direct access to node health, recent changes, and other operational context within the incident record. Native integrations also include Microsoft Entra ID for user lifecycle management, Jira for cross-team escalation, Automox for patch management, and an open API for custom connections. Service Desk supports enterprise service management (ESM), enabling organizations to extend ITSM processes beyond IT, to departments such as HR, Facilities, and Legal, without additional products or professional services. For IT teams, the lift is minimal: new department portals are built on the same platform they already manage, using the same workflows, automations, and reporting. This gives IT centralized visibility and control across the organization, reducing the risk of departments adopting unauthorized tools to fill gaps in service coverage. Overall, SolarWinds Service Desk offers a robust set of features designed to enhance service management efficiency, without the headache. By integrating automation, customized workflows, and intelligent recommendations, it stands out as a comprehensive solution that not only addresses the immediate needs of IT teams but also supports broader organizational goals for improved service delivery.

**Average Rating:** 4.3/5.0

**Total Reviews:** 777

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

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

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

- **Seller:** [SolarWinds Worldwide LLC](https://www.g2.com/sellers/solarwinds-worldwide-llc)
- **Company Website:** www.solarwinds.com
- **Year Founded:** 1999
- **HQ Location:** Austin, TX
- **Twitter:** @solarwinds  
19,570 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a1765c38bb6352c68352819e76f659e536738a569e70b5125a52a054a2348dc6&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F166039%2F&secure%5Burl_type%5D=linkedin_company_website)  
2,824 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** IT Manager, Systems Administrator
- **Top Industries:** Information Technology and Services, Hospital & Health Care
- **Company Size:** 67% Medium, 23% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use and reporting capabilities** of SolarWinds Service Desk for efficient ticket management.
- Users appreciate the **comprehensive asset management** in SolarWinds Service Desk, enhancing efficiency and customization for their needs.
- Users appreciate the **ease of use** of SolarWinds Service Desk, making it simple to manage support requests efficiently.
- Users value the **ease of ticket submission** in SolarWinds Service Desk, facilitating smooth operations for their teams.
- Users value the **simplified interface** of SolarWinds Service Desk, making ITSM processes accessible and efficient.

##### Cons

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

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

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

**Rating:** 5.0/5.0 stars

_— Lakhan N._

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

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

**Rating:** 4.5/5.0 stars

_— Deborah W._

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

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

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

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

Xurrent IMR (Gestion et Réponse aux Incidents) est une plateforme de bout en bout conçue pour aider les équipes d'infrastructure et de support à gérer l'ensemble du cycle de vie de la réponse aux incidents — de la première alerte au post-mortem final. Conçu pour la rapidité, la clarté et la responsabilité opérationnelle, il offre aux équipes d'astreinte la structure dont elles ont besoin pour répondre de manière décisive lorsque les systèmes échouent. Au cœur de Xurrent IMR, l'agrégation des alertes, la planification des astreintes, la délégation des tâches et la conformité aux SLA sont réunies en un seul flux de travail unifié. Plutôt que de rassembler plusieurs solutions ponctuelles, les équipes obtiennent un système cohérent qui gère chaque étape de la réponse aux incidents sans changement de contexte. Les capacités clés incluent : Routage et corrélation intelligents des alertes : Des règles de routage personnalisées et le contexte des alertes fournissent les bonnes informations au bon moment, aidant les équipes à accélérer l'analyse des causes profondes et à réduire le bruit. Gestion des astreintes avec politiques d'escalade : Des plannings et des chaînes d'escalade entièrement personnalisables garantissent que les incidents sont reconnus et résolus dans les limites des SLA, sans lacunes dans la couverture. Rôles d'incident, modèles de tâches et playbooks : Des cadres de délégation structurés réduisent le chaos lors des événements de haute gravité, garantissant que chaque membre de l'équipe connaît ses responsabilités avant qu'un incident ne survienne. Automatisation de la réponse : Des flux de travail automatisés permettent des comportements de système auto-réparateurs, réduisant le temps moyen de résolution et minimisant l'intervention manuelle pour les schémas de défaillance récurrents. Analytique avancée et rapports : Les rapports au niveau de l'équipe, du service et de l'utilisateur donnent aux responsables de l'ingénierie et des opérations la visibilité nécessaire pour mesurer la performance, identifier les lacunes et s'améliorer continuellement. Xurrent IMR s'intègre à plus de 150 outils de surveillance, d'observabilité et de gestion des tickets — y compris Datadog, Prometheus, PagerDuty, Splunk, Jira, ServiceNow, Grafana, New Relic et AWS CloudWatch — le rendant compatible avec les piles sur lesquelles les équipes d'infrastructure modernes comptent déjà. Que ce soit pour gérer une organisation d'ingénierie distribuée ou une équipe d'opérations allégée, Xurrent IMR fournit la couche de coordination qui transforme la lutte réactive contre les incendies en une discipline répétable et mesurable.

**Average Rating:** 4.5/5.0

**Total Reviews:** 191

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

- **the product a-t-il été un bon partenaire commercial?:** 9.4/10 (Category avg: 9.1/10)
- **Visualisation du cycle de vie:** 8.6/10 (Category avg: 8.8/10)
- **Surveillance constante:** 9.1/10 (Category avg: 8.9/10)
- **Génération de texte:** 7.7/10 (Category avg: 7.3/10)

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

- **Vendeur:** [Xurrent](https://www.g2.com/fr/sellers/xurrent)
- **Site Web de l'entreprise:** www.xurrent.com
- **Année de fondation:** 2010
- **Emplacement du siège social:** Santa Barbara, US
- **Twitter:** @4me  
250 abonnés Twitter
- **Page LinkedIn®:** [www.linkedin.com](https://www.g2.com/fr/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b32f9214e90dab74973cbde38ad788cfccabe9b8d5f3a6fb5bbeade42b9a5a3b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fxurrent%2F&secure%5Burl_type%5D=linkedin_company_website)  
174 employés sur LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Ingénieur logiciel, Ingénieur Logiciel Senior
- **Top Industries:** Logiciels informatiques, Technologie de l'information et services
- **Company Size:** 49% Medium, 26% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Les utilisateurs trouvent l' **aisance d'utilisation** de Zenduty exceptionnelle, louant sa mise en œuvre simple et son interface intuitive.
- Les utilisateurs apprécient la **facilité de gestion des alertes** dans Xurrent IMR, bénéficiant d'options de communication et d'intégration efficaces.
- Les utilisateurs apprécient les **intégrations transparentes** avec divers systèmes, améliorant la fonctionnalité et l'expérience utilisateur dans Xurrent IMR.
- Les utilisateurs louent le **support client excellent et réactif** de Xurrent IMR, améliorant ainsi leur expérience globale.
- Les utilisateurs apprécient l' **interface utilisateur fluide et réactive** de Xurrent IMR, la trouvant simple et facile à utiliser.

##### Cons

- Les utilisateurs ressentent que les **fonctionnalités manquantes** dans le Xurrent IMR limitent ses capacités et entravent une meilleure expérience.
- Les utilisateurs rencontrent des **problèmes de notification** avec Xurrent IMR, y compris des appels indésirables et des alertes non groupées affectant la sensibilisation et l'expérience des utilisateurs.
- Les utilisateurs ont des difficultés avec les **problèmes de planification** dans Xurrent IMR, trouvant l'interface peu intuitive et inutilement complexe.
- Les utilisateurs trouvent la **, surtout pour ceux qui ne sont pas familiers avec la gestion des incidents ou l'interface déroutante.**
- Les utilisateurs notent des **problèmes de fonctionnalité** avec la navigation et l'automatisation, ce qui entrave l'expérience utilisateur globale avec Xurrent IMR.

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

**["Alertes rapides et fiables avec rotations de quart fluides dans Xurrent IMR (Zenduty)"](https://www.g2.com/fr/survey_responses/xurrent-imr-review-13134339)**

**Rating:** 4.5/5.0 stars

_— Abhishek S._

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

**["Gestion des incidents simplifiée avec une excellente intégration et support GCP"](https://www.g2.com/fr/survey_responses/xurrent-imr-review-12908520)**

**Rating:** 4.0/5.0 stars

_— Hatim B._

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

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

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

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

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

**Average Rating:** 4.6/5.0

**Total Reviews:** 52

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

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10)
- **Lifecycle Visualization:** 8.3/10 (Category avg: 8.8/10)
- **Constant Monitoring:** 10.0/10 (Category avg: 8.9/10)
- **AI Text Generation:** 10.0/10 (Category avg: 7.3/10)

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

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

#### Who Uses This Product?

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

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

_AI-generated summary from verified user reviews_

##### Pros

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

##### Cons

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

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

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

**Rating:** 5.0/5.0 stars

_— Verified User in Computer Games_

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

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

**Rating:** 5.0/5.0 stars

_— Verified User in Information Technology and Services_

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

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

Pulseway est un logiciel RMM, conçu pour aider les MSP et les équipes informatiques à réduire les temps d'arrêt, à prendre le contrôle et à devenir plus efficaces. Pulseway fournit un logiciel de surveillance et de gestion informatique tout-en-un, rempli de fonctionnalités et de modules pour augmenter votre productivité dès le départ et ne jamais manquer d'alertes critiques. - Le logiciel complet de surveillance et de gestion à distance (RMM) de Pulseway offre une vue complète de votre réseau. Visualisez les données opérationnelles des postes de travail, serveurs, machines virtuelles, appareils réseau et plus encore, tout en résolvant les problèmes directement depuis la même interface. - Soyez instantanément alerté des problèmes, résolvez-les avant qu'ils ne deviennent un problème et minimisez les temps d'arrêt – à travers le réseau. - Vous et votre équipe soyez pleinement productifs de n'importe où pour offrir un service client de première classe où que vous soyez. - Automatisez les tâches informatiques répétitives et corrigez automatiquement les problèmes avant qu'ils ne deviennent un problème. - Le contrôle à distance mobile intégré de Pulseway permet un accès à distance simple, fiable et fluide à tous les systèmes surveillés. Accédez aux fichiers, applications et contrôlez les systèmes distants comme si vous étiez assis juste devant eux. Essayez Pulseway RMM aujourd'hui avec un essai gratuit de 14 jours sans engagement pour voir par vous-même.

**Average Rating:** 4.6/5.0

**Total Reviews:** 120

#### How Do G2 Users Rate Pulseway?

- **the product a-t-il été un bon partenaire commercial?:** 9.3/10 (Category avg: 9.1/10)
- **Visualisation du cycle de vie:** 9.2/10 (Category avg: 8.8/10)
- **Surveillance constante:** 9.8/10 (Category avg: 8.9/10)
- **Génération de texte:** 5.0/10 (Category avg: 7.3/10)

#### Who Is the Company Behind Pulseway?

- **Vendeur:** [MMSoft Design](https://www.g2.com/fr/sellers/mmsoft-design)
- **Année de fondation:** 2011
- **Emplacement du siège social:** Dublin, Ireland
- **Twitter:** @pulsewayapp  
6,073 abonnés Twitter
- **Page LinkedIn®:** [www.linkedin.com](https://www.g2.com/fr/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f13461eda98452f19db968c93270151f7e273ce2a1fb4a8c11bd2f26c9027a97&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1987200%2F&secure%5Burl_type%5D=linkedin_company_website)  
47 employés sur LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Responsable informatique, Propriétaire
- **Top Industries:** Technologie de l'information et services, Sécurité informatique et réseau
- **Company Size:** 51% Small, 43% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Les utilisateurs apprécient l' **interface intuitive** de Pulseway, ce qui la rend simple à mettre en œuvre et améliore les expériences de support client.
- Les utilisateurs apprécient la **facilité d'installation** de Pulseway, permettant une mise en œuvre efficace et une gestion de service améliorée.
- Les utilisateurs louent la **mise en œuvre facile** de Pulseway, appréciant sa configuration rapide et les ressources de soutien tout au long du processus.
- Les utilisateurs apprécient les **intégrations faciles** de Pulseway, améliorant leur flux de travail et simplifiant la gestion de l'infrastructure à travers les systèmes.
- Les utilisateurs apprécient les **intégrations faciles** avec d'autres logiciels, améliorant ainsi leur expérience globale avec Pulseway.

##### Cons

- Les utilisateurs notent les **fonctionnalités limitées** de Pulseway, notamment l'absence d'intégration avec Microsoft Office et des outils de surveillance réseau inadéquats.
- Les utilisateurs rencontrent une **compatibilité limitée** avec Pulseway, notamment en ce qui concerne les défis d'intégration avec Microsoft Office et Linux.
- Les utilisateurs trouvent que les performances de Pulseway sont **lentes** , en particulier avec le système de billetterie et pendant les heures de pointe, ce qui affecte l'utilisabilité.
- Les utilisateurs estiment que le prix est **très élevé** par rapport à des services similaires, ce qui indique un potentiel pour de meilleures options de licence.
- Les utilisateurs expriment leur frustration face aux **fonctionnalités inachevées** et aux ventes incitatives constantes, compliquant leur expérience globale avec Pulseway.

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

**["Contrôle Mobile Brillant et Gestion à Distance Polyvalente"](https://www.g2.com/fr/survey_responses/pulseway-review-12750546)**

**Rating:** 4.5/5.0 stars

_— Rinalon E._

[Read full review](https://www.g2.com/fr/survey_responses/pulseway-review-12750546)

**["Surveillance à distance conviviale pour mobile de Pulseway avec alertes en temps réel et automatisation"](https://www.g2.com/fr/survey_responses/pulseway-review-12795320)**

**Rating:** 4.5/5.0 stars

_— Luciana S._

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

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

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

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

Rootly est la plateforme de gestion des incidents et des astreintes native à l'IA qui vous aide à résoudre les incidents plus rapidement, à améliorer la résilience du système et à rationaliser les opérations d'astreinte. C'est votre agent IA de production toujours actif qui automatise l'analyse des causes profondes et identifie les schémas qui favorisent l'amélioration continue—fiable par des milliers d'entreprises comme NVIDIA, Replit, Elastic, Canva, Clay, DoorDash, SoFi et Superhuman.

**Average Rating:** 4.7/5.0

**Total Reviews:** 95

#### How Do G2 Users Rate Rootly?

- **the product a-t-il été un bon partenaire commercial?:** 9.6/10 (Category avg: 9.1/10)
- **Visualisation du cycle de vie:** 9.5/10 (Category avg: 8.8/10)
- **Surveillance constante:** 9.3/10 (Category avg: 8.9/10)
- **Génération de texte:** 8.4/10 (Category avg: 7.3/10)

#### Who Is the Company Behind Rootly?

- **Vendeur:** [Rootly](https://www.g2.com/fr/sellers/rootly)
- **Site Web de l'entreprise:** www.rootly.com
- **Emplacement du siège social:** San Francisco, US
- **Twitter:** @rootlyhq  
2,019 abonnés Twitter
- **Page LinkedIn®:** [www.linkedin.com](https://www.g2.com/fr/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d3d75b4e88da13bddafcf96f4d76ccb88879e62ba19679682cd371e6a3a06f95&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Frootlyhq%2F&secure%5Burl_type%5D=linkedin_company_website)  
74 employés sur LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Ingénieur Senior en Fiabilité de Site
- **Top Industries:** Logiciels informatiques, Technologie de l'information et services
- **Company Size:** 58% Medium, 25% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Les utilisateurs apprécient la **facilité d'utilisation** de Rootly, s'intégrant parfaitement à Slack et améliorant la gestion des incidents sans effort.
- Les utilisateurs admirent le **support client exceptionnel** de Rootly, notant l'assistance proactive de l'équipe et la communication fluide tout au long du processus.
- Les utilisateurs louent l' **intégration Slack** de Rootly pour améliorer la collaboration en temps réel et minimiser le changement de contexte.
- Les utilisateurs louent Rootly pour son **automatisation fluide** qui simplifie la gestion des incidents et améliore la collaboration et l'efficacité de l'équipe.
- Les utilisateurs adorent les **intégrations transparentes** de Rootly, qui simplifient les flux de travail et améliorent la collaboration avec des outils existants comme Slack et Jira.

##### Cons

- Les utilisateurs identifient des **problèmes de fonctionnalités** avec Rootly, notamment dans les analyses, les rapports et les formulaires personnalisés qui nécessitent des améliorations.
- Les utilisateurs notent des **problèmes d'intégration** avec Rootly, car il manque d'options robustes prêtes à l'emploi par rapport aux concurrents.
- Les utilisateurs remarquent les **fonctionnalités manquantes** dans Rootly, notamment l'absence d'intégrations prêtes à l'emploi et d'options d'automatisation.
- Les utilisateurs trouvent la **complexité de la configuration initiale** de Rootly difficile, surtout pour les petites équipes sans expertise DevOps.
- Les utilisateurs soulignent des **fonctionnalités limitées** , comme le besoin de plusieurs canaux par incident et des flux de travail complexes, ce qui peut nuire à l'utilisabilité.

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

**["Le meilleur outil de gestion des incidents pour tout le monde !"](https://www.g2.com/fr/survey_responses/rootly-review-7608088)**

**Rating:** 5.0/5.0 stars

_— Karl K._

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

**["Rootly : Gestion d'incidents fiable et intuitive avec d'excellents rapports et support"](https://www.g2.com/fr/survey_responses/rootly-review-13146776)**

**Rating:** 5.0/5.0 stars

_— Steven K._

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

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

- [À quoi sert Rootly - Gérer les incidents sur Slack ?](https://www.g2.com/fr/discussions/what-is-rootly-manage-incidents-on-slack-used-for)

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

Sherlocks.ai est un outil de gestion SRE piloté par l'IA qui gère les alertes, automatise l'analyse des causes profondes en quelques secondes et assure la fiabilité du système 24/7. Votre coéquipier SRE IA empêche votre équipe d'être réveillée à 2 heures du matin, gérant intelligemment les incidents, exécutant des runbooks et fournissant des informations en temps réel. Il aide les équipes à prévenir les temps d'arrêt, à réduire le travail opérationnel et à maintenir des systèmes performants. Les intégrations prennent moins de 30 minutes. Sherlocks.ai se connecte parfaitement avec les outils d'observabilité et de cloud populaires comme Kubernetes, Datadog, Prometheus, AWS, New Relic, et envoie des notifications directement à Slack.

**Average Rating:** 4.9/5.0

**Total Reviews:** 28

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

- **the product a-t-il été un bon partenaire commercial?:** 9.8/10 (Category avg: 9.1/10)
- **Visualisation du cycle de vie:** 10.0/10 (Category avg: 8.8/10)
- **Surveillance constante:** 9.1/10 (Category avg: 8.9/10)
- **Génération de texte:** 9.5/10 (Category avg: 7.3/10)

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

- **Vendeur:** [sherlocks.ai](https://www.g2.com/fr/sellers/sherlocks-ai)
- **Année de fondation:** 2025
- **Emplacement du siège social:** Palo Alto, US
- **Page LinkedIn®:** [www.linkedin.com](https://www.g2.com/fr/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=59c10d09cd4c8da326ff04328dc28d7507de4036ce040813b82e20b151f92f5b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsherlocks-ai%2F&secure%5Burl_type%5D=linkedin_company_website)  
9 employés sur LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Technologie de l'information et services, Logiciels informatiques
- **Company Size:** 54% Small, 36% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Les utilisateurs apprécient l' **intégration transparente de Slack** de Sherlocks.ai, permettant une communication instantanée et une résolution plus rapide des problèmes.
- Les utilisateurs apprécient la **gestion efficace des alertes** de Sherlocks.ai, améliorant considérablement la réponse aux incidents et réduisant le bruit des faux positifs.
- Les utilisateurs louent les **intégrations transparentes** de Sherlocks.ai, améliorant l'efficacité et les temps de réponse dans l'ensemble de leurs opérations.
- Les utilisateurs apprécient la **satisfaction client exceptionnelle** fournie par Sherlocks.ai, améliorant l'efficacité de l'équipe et la résolution des problèmes.
- Les utilisateurs adorent la **facilité d'utilisation** de Sherlocks.ai, permettant un accès rapide aux informations et des résolutions rapides via Slack.

##### Cons

- Les utilisateurs rencontrent des **problèmes de bogues** avec des alertes fausses et des cas limites manqués, bien que l'équipe de support soit réactive.
- Les utilisateurs trouvent la **configuration initiale complexe** , nécessitant un ajustement pour optimiser les délais d'incidents pour une utilisation efficace.
- Les utilisateurs rencontrent des **problèmes de notification** avec des alertes bruyantes dans des flux uniques, nécessitant un support supplémentaire pour les ajustements de filtrage.
- Les utilisateurs rencontrent des **erreurs d'automatisation** dans Sherlocks.ai qui nécessitent des ajustements manuels ou des configurations de webhook personnalisées.
- Les utilisateurs trouvent le **processus de configuration complexe** difficile, nécessitant une configuration supplémentaire et des interactions de support pour une utilisation efficace.

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

**["Sherlocks.ai a aligné nos équipes de développement et de DevOps"](https://www.g2.com/fr/survey_responses/sherlocks-ai-review-12169432)**

**Rating:** 5.0/5.0 stars

_— Deepank A._

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

**["Sherlocks.ai maintient Suprsend fiable et notre équipe concentrée"](https://www.g2.com/fr/survey_responses/sherlocks-ai-review-11845627)**

**Rating:** 5.0/5.0 stars

_— Gaurav V._

[Read full review](https://www.g2.com/fr/survey_responses/sherlocks-ai-review-11845627)

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

Better Stack est un outil d'observabilité SRE basé sur eBPF et l'IA. Il aide les ingénieurs à livrer des logiciels de haute qualité plus rapidement et à être le héros de leurs équipes d'ingénierie.

**Average Rating:** 4.8/5.0

**Total Reviews:** 330

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

- **the product a-t-il été un bon partenaire commercial?:** 9.6/10 (Category avg: 9.1/10)
- **Visualisation du cycle de vie:** 9.2/10 (Category avg: 8.8/10)
- **Surveillance constante:** 9.6/10 (Category avg: 8.9/10)
- **Génération de texte:** 6.6/10 (Category avg: 7.3/10)

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

- **Vendeur:** [Better Stack](https://www.g2.com/fr/sellers/better-stack-3c077b8c-37c5-4d79-9e19-15cf3bd1960b)
- **Année de fondation:** 2021
- **Emplacement du siège social:** San Francisco, CA
- **Twitter:** @BetterStackHQ  
10,698 abonnés Twitter
- **Page LinkedIn®:** [www.linkedin.com](https://www.g2.com/fr/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=979819b5500b293fa36195dbf4bf6aea9e2ac71cc12348a9c99e1d21028cc158&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fbetterstack%2F&secure%5Burl_type%5D=linkedin_company_website)  
31 employés sur LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** PDG, Directeur technique
- **Top Industries:** Logiciels informatiques, Technologie de l'information et services
- **Company Size:** 88% Small, 8% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Les utilisateurs apprécient la **facilité d'utilisation** de Better Stack, louant son installation intuitive et ses capacités de surveillance fiables.
- Les utilisateurs soulignent la **facilité d'installation** de Better Stack, appréciant sa simplicité et son processus d'intégration fluide.
- Les utilisateurs louent l' **excellente interface utilisateur** de Better Stack, améliorant l'efficacité de la surveillance et du flux de travail pour les équipes de développement.
- Les utilisateurs soulignent la **remarquable facilité d'installation** de Better Stack, rendant le démarrage rapide et intuitif.
- Les utilisateurs apprécient les **notifications instantanées** de Better Stack, garantissant des réponses rapides aux problèmes de temps d'arrêt et une gestion proactive des incidents.

##### Cons

- Les utilisateurs trouvent que le prix de Better Stack est **cher** après les limites de la version gratuite, en particulier pour les fonctionnalités personnalisées.
- Les utilisateurs sont frustrés par les **fonctionnalités manquantes** comme l'intégration de Discord et les restrictions sur les changements de propriété de site web.
- Les utilisateurs trouvent les **problèmes de tarification** problématiques après avoir dépassé les limites du niveau gratuit, avec des coûts plus élevés pour les fonctionnalités avancées.
- Les utilisateurs trouvent que Better Stack a **des fonctionnalités limitées** , telles que le support de domaine personnalisé retardé et le manque d'options de tableau de bord.
- Les utilisateurs trouvent la **gestion des journaux difficile** , luttant avec la navigation dans l'interface utilisateur et des échecs occasionnels dans la collecte des journaux.

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

**["Outil gratuit essentiel pour une surveillance de site web sans effort"](https://www.g2.com/fr/survey_responses/better-stack-review-13077620)**

**Rating:** 4.5/5.0 stars

_— Utilisateur vérifié à Médias en ligne_

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

**["Better Stack simplifie la surveillance, les alertes et les journaux avec une détection rapide et fiable des pannes."](https://www.g2.com/fr/survey_responses/better-stack-review-12954208)**

**Rating:** 4.5/5.0 stars

_— Ravindra N._

[Read full review](https://www.g2.com/fr/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/fr/discussions/which-tools-can-you-use-to-monitor-a-website-s-uptime)
- [What is Hexometer browser?](https://www.g2.com/fr/discussions/better-uptime-what-is-hexometer-browser)
- [What is betteruptime?](https://www.g2.com/fr/discussions/what-is-betteruptime)
- [Est-ce que Better Uptime est gratuit ?](https://www.g2.com/fr/discussions/is-better-uptime-free) - 7 comments, 1 upvote

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

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

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

Updated April 10, 2026

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

### Core Capabilities of Incident Management Software

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

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

### Common Use Cases for Incident Management Software

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

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

### How Incident Management Software Differs from Other Tools

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

### Insights from G2 on Incident Management Software

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

Top Tools at a Glance

| 

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ITIL-aligned incident workflows with CMDB context

 | 

User Review

"Reliable IT Organization with SLA Tracking"

 |
| 

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Proactive endpoint incident detection with automated remediation

 | 

User Review

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

 |
| 

 | 

Multi-channel on-call alerting with workflow automation

 | 

User Review

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

 |
| 

 | 

Atlassian-native ITSM with dev-ops integration

 | 

User Review

"Clear Ticket Visibility and Smooth Communication in Jira Service Management"

 |
| 

 | 

ITIL-aligned ticketing with workflow automation

 | 

User Review

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

 |
| 

 | 

Full-stack observability with distributed tracing

 | 

User Review

"New Relic User Experience Review"

 |
| 

 | 

Multi-channel on-call alerting with escalation policies

 | 

User Review

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

 |
| 

 | 

Slack-native incident coordination with automated workflows

 | 

User Review

"Native Slack Incident Management That Automates Follow-Ups and Post-Mortems"

 |
| 

 | 

Asset-linked incident tracking with integrated change control

 | 

User Review

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

 |
| 

 | 

Multi-channel alert routing with escalation policies

 | 

User Review

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

 |

* * *

Show More

### Incident Management Topics

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

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

## Learn More About Incident Management Software

### What is Incident Management Software?

Incident management software helps businesses preserve the uptime of their digital assets. IT teams use incident management systems to alert them to major problems or downtime, generate reports surrounding the outage or issue, and guide a plan of action in addressing the problem. These service management functionalities can be especially beneficial in situations where companies have numerous assets to monitor at once or a few mission-critical assets to monitor in real time. Regardless of which scenarios, IT service management automation is the key to fast incident response time. This type of software automatically assigns the tasks to the appropriate teams, provides insights into the cases, and generates actionable reports to optimize the IT incidents handling process. For example, a good incident management system will determine if a case should alert the [DevOps](https://www.g2.com/categories/devops) team or the [IT service management (ITSM)](https://www.g2.com/categories/it-service-management-itsm-tools) teams based on the type of the problem or prioritization. 

Incident management solutions ensure critical IT infrastructures have as much uptime as possible. Once an incident is spotted by monitoring software or an end-user report, the tool automates [notifications](https://www.g2.com/categories/incident-management/f/notifications) to all relevant team members or personnel via email, text, call, or communication software. By notifying the exact people or teams needed to address an issue and preparing an immediate report of the issue, incident management software helps the IT teams find root causes and deal with them quickly.

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

### What are the Common Features of Incident Management Software?

The following are some core features within incident management tools that can help users maintain their IT system’s uptime:

**Self-service portal:** Before a ticket is submitted, incident management software should provide a knowledge base to answer common problems of employees. This saves the ITSM team time and streamlines repetitive problems.

[**Incident assignment**](https://www.g2.com/categories/incident-management/f/ticket-assignment) **:** Designate the reported incident to the right team according to the types of problems. Without this feature, the IT team will need to identify the type of the problems first, which slows down the SLA time. 

**ITIL management:** Most incident management software will come with an ITIL, which is a library of volumes describing a framework of best practices for delivering IT services. The software can guide the IT team to follow this framework in their ITSM operation.

**Immediate alerting:** With incident management systems, users can mail, text, call, or integrate with team communication software to notify all relevant personnel, notifying them of an issue’s occurrence and any pertinent details surrounding it.

**Incident tracking:** The software helps set different SLA policies to track deadlines based on elapsed time and types of problems. This can be further [customized by priority](https://www.g2.com/categories/incident-management/f/ticket-prioritization) so that the ITSM team can allocate appropriate time for every incident. The software should also automatically notify the support team of unsolved incidents before their SLA breaches.

[**Standardized workflow**](https://www.g2.com/categories/incident-management/f/standardization) **:** Note what failed and potential troubleshooting steps towards service restoration. Some incident management solutions integrate with monitoring and log analytics software to suggest the root cause of the issue.

**Mobile app** : Some incident management software offer a mobile app so that cases can be reported and handled on mobile devices.

**Reports and analytics:** Incident reports detail how on-call workloads are distributed and handled. Some software also have customer satisfaction reports to better understand customer feedback and improve service quality. This is necessary to optimize the ITSM team’s work to prepare for future cases. 

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

Other features of incident management software: [Ticket Creation](https://www.g2.com/categories/incident-management/f/ticket-creation), [Ticket Designation](https://www.g2.com/categories/incident-management/f/ticket-designation).

### What are the Benefits of Incident Management Software?

Incident management tools can have a variety of benefits, here are a few:

**Save costs:** Downtime can quickly cost businesses money and clients (both potential and current). Incident management solutions help businesses get back to a full capacity more quickly, minimizing losses from downtime. While incident management tools cost money, a manual incident resolution will decrease customer satisfaction and hurt revenue generation in the long run. For example, without the alerting feature from the incident reporting capability, the help desk could miss a case buried in emails and breach SLA. 

**Increase productivity:** The IT team can follow the ITIL protocols to handle the problem in the best practices. They can also collaborate with other teams depending on the type of the problems. This takes the guesswork out of the ITSM process by knowing what to do and who to work with. 

**Unify visibility:** Both incident reporters and IT managers gain significant visibility to the ITSM process. The incident reporters can track what’s happening to their tickets and when they will be solved. This will keep the end users informed and happy. For IT managers, they can identify what assets are causing the problem (software bugs or hardware malfunction) and fix them appropriately. They can also acknowledge the ITSM team’s performance based on customer satisfaction scores and SLA metrics. This allows them to take action where needed.

### Who Uses Incident Management Software?

**IT teams:** Business’ IT teams will be the strongest users of incident management tools. Since the software is specifically designed for reporting any disturbances to proper workflow, incident management can be used to great effect by anyone from dedicated support teams to digital asset teams (databases, virtual servers, applications, etc.) and beyond. These teams can use incident management software in conjunction with other monitoring tools, service desk tools, and more.

**Employees:** When employees are having technical difficulties, they can report the problem on the incident management software. Many external IT problems are also spotted by employees before the customers, so it is important to fix them quickly.

**Customers:** Customers can report IT problems and track when they will be solved. Incident management is the key to customer satisfaction and revenue generation. 

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

#### Software Related to Incident Management Software

Related solutions that can be used together with incident management software include:

[Video conferencing](https://www.g2.com/categories/video-conferencing) **and** [audio conferencing software](https://www.g2.com/categories/audio-conferencing) **:** Video conferencing and audio conferencing software help drive troubleshooting efforts by providing an immediate avenue to communicate with all relevant parties. Since incidents tend to require immediate action to maximize uptime, it’s best to begin troubleshooting efforts as soon as possible. 

[Log analysis software](https://www.g2.com/categories/log-analysis) **:** When something fails, the first place to check for a potential failure explanation is in logging. Application logs, server logs, and other logs are great leads to finding the solutions. Log analysis software assists in sorting through those logs, making it easier to find failure points and restore service.

[Service desk software](https://www.g2.com/categories/service-desk) **:** Internal transparency is critical to incident management, not only because of auditing but also because it is essential to not repeat troubleshooting steps. Repeating the same (failed) steps means extra time spent not fixing an issue. Service desk tools help with transparency by providing a ticketing system where issues and attempted fixes can be tracked.

### Challenges with Incident Management Software

Software solutions can come with their own set of challenges. 

**Minor incident detection:** Not all major incidents are going to display an immediate sign that something is wrong. In situations like that, it can be difficult to hit that one "key" factor that’s going to set off an incident alert. For potential issues like those that a company could potentially come across, it’s important to consider setting up some warning alerts for signs of a possible incoming major incident.

**Links to known issues:** In IT and development, issues that have occurred before or frequently are called known issues. While some of these might be well known among relevant teams, others might be obscure or even previously considered one-off issues. As a result, knowledge surrounding how to address the issue might be difficult to come by at first. Users can pair an incident management solution with knowledge management software to assist their teams in addressing issues more quickly.

**ITIL compliant:** There is no standard or governance for ITIL. Adopting the ITSM processes that worked elsewhere doesn’t mean the company is complying with ITIL. The best practice is that IT teams should regularly review customer feedback and adjust their processes accordingly. After all, ITIL is all about efficiency and performance rather than compliance. Following ITIL blindly will make the ITSM process inflexible and unfit for others.

### How to Buy Incident Management Software

#### Requirements Gathering (RFI/RFP) for Incident Management Software

Whether a company is looking for its first incident management software or trying to replace an existing one, g2.com can help find the best solution.

The company’s needs when searching for incident management software often relate to specifically desired data and metrics. For example, the user may be most interested in analyzing SLA breaches. Buyers should make a ranked list of the features that most directly address the problems they’re trying to solve, then reference G2 reviews to find the right fit.

Prioritizing the desired feature set can help narrow down the potential pool of incident management solutions, allowing teams to then apply further considerations for budget, ease of integration with other systems, security requirements, and more. This holistic approach empowers buyers to move forward with a focused checklist, which can be used in conjunction with G2 scoring to select the best incident management tool for the business.

#### Compare Incident Management Software

**Create a long list**

When searching for incident management software, companies need to identify compatibility requirements for existing communication tools, monitoring software, and knowledge management software. Buyers should make a list of important existing software that needs to be integrated, then filter out the incident management tools that can’t be integrated. For example, many incident management software are SaaS solutions that only work with other SaaS solutions on the cloud. If the company's IT operations and incident management process are on-premises, then the company should seriously check if its legacy IT infrastructure fits the incident management software. 

**Create a short list**

It helps to cross-reference the results of initial vendor evaluations with G2 reviews from other buyers, the combination of which will help to narrow in on a short three to five product list. From there, buyers can compare pricing and features to determine the best fit. Some vendors don’t charge implementation costs while some do. 

**Conduct demos**

As a rule of thumb, companies should make sure to demo all of the products that end up on their short list. During demos, buyers should ask specific questions related to the functionalities they care most about; for example, one might ask to be walked through what actionable insights are generated from an SLA breach report. 

#### Selection of Incident Management Software

**Choose a selection team**

Regardless of a company’s size, it’s important to involve the most relevant personas when beginning the incident management software selection process. Larger companies may include the ITSM teams, procurement teams, IT managers, and engineers who will be working with the software most closely. Smaller companies with fewer employees might just need IT managers to fill the role.

**Negotiation**

Many vendors offer full software license platforms that go beyond incident management (on-premises) to include knowledge management and observability platforms. While some companies will not budge on the configurations of their packages, buyers looking to trim costs should try to negotiate down to the specific functions that matter to them to get the best price. For example, a vendor’s pricing page where incident management functionality is only included with a robust all-in-one monitoring package, whereas a sales conversation may prove otherwise. 

**Final decision**

After this stage, it is important to perform a trial run if possible with a small selection of IT professionals or developers. This will help to ensure that the incident management software of choice integrates well with an ITSM specialist’s systems setup or an engineer’s day-to-day work. If the incident management tool is well liked and well utilized, the buyer can take that as a sign that their selection is the right one. If not, looking back at the other options may be necessary.