Grid® for Incident Management Software
Incident Management Software Definition
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 strategy, working alongside service desk, mobile device management (MDM), and identity management solutions to unify projects, automate tasks, and increase 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.
Incident Management Grid® Scoring Description
Products shown on the Grid® for Incident Management have received a minimum of 10 reviews/ratings in
data gathered by May 31, 2022. Products are ranked by customer satisfaction (based on user reviews) and market
presence (based on market share, seller size, and social impact) and placed into four categories on the
Grid®:
- Products in the Leader quadrant are rated highly by G2 users and have substantial Market Presence scores. Leaders include: Freshstatus, Freshservice, SolarWinds Service Desk, Jira Service Management, PagerDuty, ServiceNow IT Service Management, ClickUp, NinjaOne (formerly NinjaRMM), xMatters, Better Uptime, Squadcast, New Relic One, ZIF, and LogicGate Risk Cloud
- High Performing products have high customer Satisfaction scores and low Market Presence compared to the rest of the category. High Performers include: LogicManager, OnPage, 4me, DERDACK Enterprise Alert, Rootly - Manage Incidents on Slack, incident.io, Pulseway, StatusCast, and Infraon Desk
- Contender products have relatively low customer Satisfaction scores and high Market Presence compared to the rest of the category. While they may have positive reviews, they do not have enough reviews to validate those ratings. Contenders include: ServiceNow IT Operations Management, Opsgenie, Moogsoft, Splunk On-Call, Statuspage, BigPanda, ManageEngine ServiceDesk Plus, Demisto, SolarWinds Web Help Desk, Micro Focus Operations Bridge (OpsBridge), and IBM Cloud Event Management
- Niche products have relatively low Satisfaction scores and low Market Presence compared to the rest of the category. While they may have positive reviews, they do not have enough reviews to validate those ratings. Niche products include: AlertOps, Alloy Navigator, Serviceaide ChangeGear, OpsRamp, Acuity Risk Management, and C2 Service Desk
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in any form without G2’s prior written permission. While the information in this report has been
obtained from sources believed to be reliable, G2 disclaims all warranties as to the accuracy,
completeness, or adequacy of such information and shall have no liability for errors, omissions, or inadequacies in such information.
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