Our Top Picks

Crises Control
Crises Control
  • Real-time monitoring
  • Ticket management
  • Workflow automation
Crises Control offers two distinct products: a mass notification system and an incident management platform. When it comes to incident management, the company prioritizes speed above all else. It’s entirely cloud-based, boasting 99.99% availability.

The IM module within the Crises Control platform is packed with helpful functions. It automates task distribution while incorporating action plans, digital assets, and checklists into each task. It makes it easier for responders to tackle every job to completion the way each process demands.

The following are some of the features included in the Crises Control platform:
  • Automated task distribution
  • Task-specific Checklists, Action Plans, and Digital Assets
  • Creation of tasks in advance and in real time
  • Timeline KPIs
  • Automated escalation
  • Custom workflow options
  • Full task tracking
  • Post-incident audit trails and timelines
  • Incident-specific Control Center
Furthermore, Crises Control provides highly detailed dynamic reports, which the system updates in real time. If speedy incident management is of the essence for your business, Crises Control is a robust option.

Pros & Cons

Pros

  • 30-day free trial
  • Real-time dynamic reporting
  • Control Center for every incident

Cons

  • No vendor pricing information

Summary

Crises Control
Crises Control
  • Starting Price
    • Not provided by vendor
  • Real Time Monitoring
    Yes
  • Ticket Management
    Yes
  • Workflow Automation
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Real-time monitoring
  • Ticket management
  • Workflow automation
DataminrNewLogo
Dataminr
  • Custom alerts
  • Smart incident detection
  • Scalable enterprise management
Dataminr is the world’s leading artificial intelligence (AI) platform that discovers, distills, and delivers alerts on high-impact events and emerging risks from the increasingly complex landscape of publicly available information — including social media, blogs, information sensors, and the deep web — to ensure that decision-makers have the knowledge they need to act with confidence.

The platform uses many different AI/machine learning (ML) techniques and methods, such as natural language processing, understanding, and generation; computer vision; audio processing and classification; and anomaly detection on machine-generated data streams. Dataminr serves thousands of users working in more than 100 countries for hundreds of client organizations — spanning global corporations, public sector agencies, nongovernmental organizations (NGOs), and newsrooms.

Some of the features you’ll find in Dataminr’s software platform include:
  • Smart incident detection
  • Early incident alert system for key assets
  • Industry-specific custom alerts
  • Scalable enterprise incident management tools
  • Flexible asset group criteria
In addition to that, Dataminr hosts a full range of risk management and mitigation tools and strategies. With its remarkable AI and ML algorithms, organizations can respond to situations before they become public. It provides the speed companies need to stay competitive.

Pros & Cons

Pros

  • Automated incident detection
  • Custom rich alerts
  • Highly scalable tools

Cons

  • No vendor pricing information
  • No free trial available (demo only)

Summary

DataminrNewLogo
Dataminr
  • Starting Price
    • Not provided by vendor
  • Real Time Monitoring
    Yes
  • Ticket Management
    Yes
  • Workflow Automation
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Custom alerts
  • Smart incident detection
  • Scalable enterprise management
Freshservice
Freshservice
  • Real-time monitoring
  • Advanced reports
  • Ticket management
Freshworks provides intelligent customer engagement software for businesses of all sizes, making it easy for teams to win customers for life. Freshworks SaaS products are ready to go, easy to use and offer quick return on investment. Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers throughout the world.

Their incident management solution, Freshservice, features a sleek UI library, a rich API for custom integration, and Freddy, a powerful customer support AI. The entire platform is serverless and cloud-based, powered by AWS.

Features you’ll find in Freshservice incident management software include the following:
  • Virtual agents
  • AI-powered chatbots
  • Workflow automation
  • Service management integration
  • Codeless customization
  • Multichannel service management
  • Rich open API
  • Smart analytics
  • Ample marketplace with hundreds of apps
In addition, Freshservice boasts a flexible and highly customizable events and notifications system, unified customer records, and a collaboration platform. If your company needs smart, data-driven customer support experiences, Freshservice is an ideal solution.

Pros & Cons

Pros

  • 21-day free trial
  • AI-powered chatbots
  • Rich open API

Cons

  • No Windows/Mac installation available
  • No Android/iOS deployment

Summary

Freshservice
Freshservice
  • Starting Price
    • Blossom: $19/agent/month billed yearly
    • Garden: $45/agent/month billed yearly
    • Estate: $65/agent/month billed yearly
    • Forest: $75/agent/month billed yearly
  • Real Time Monitoring
    Yes
  • Ticket Management
    Yes
  • Workflow Automation
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Real-time monitoring
  • Advanced reports
  • Ticket management
Jira
Jira Service Desk
  • App extension
  • Deep integrations
  • Custom processes
Jira Service Desk is an IT service management software platform developed by Atlassian. The company, founded in Australia in 2002, specializes in B2B products and solutions for work teams. Atlassian offers the Jira software suite and the Trello Kanban-style platform.

Jira Service Desk’s incident management software module is a flexible and feature-rich tool. It allows employees to collaborate to manage all sorts of IT-related incidents at an impressive speed. It’s well-suited for businesses of any size. The platform can handle thousands of agents.

A few of the features available in Jira Service Desk incident management include:
  • Custom incident categories and hierarchies
  • Custom priority and severity levels
  • Custom dashboards and filters
  • Automated incident escalation options
  • Highly extensible through integrations
  • Huge marketplace with many apps
  • Seamless team collaboration
  • Custom workflow processes
  • Mobile incident management tools
  • Rich documentation
In addition, Jira Service Desk offers extensive reporting capabilities, with detailed information that makes post-incident audits a breeze. Codeless and relatively easy to set up, Jira is ideal for businesses large and small.

Pros & Cons

Pros

  • Powerful software integrations
  • Rich app marketplace
  • Codeless setup and configuration

Cons

  • No demo version available
  • Short free trial

Summary

Jira
Jira Service Desk
  • Starting Price
    • Free: $0 for up to 3 agents
    • Standard: starts at $20/agent/month
    • Premium: starts at $40/agent/month
    • Enterprise: Contact for quote
    • *Volume and annual billing discounts available
  • Real Time Monitoring
    Yes
  • Ticket Management
    Yes
  • Workflow Automation
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • App extension
  • Deep integrations
  • Custom processes
Logic Manager
LogicManager
  • Automated reports
  • Custom dashboards
  • Risk assessment tools
LogicManager specializes in providing B2B software solutions spanning a range of organizational and management needs. LogicManager’s primary focus is risk management, but its platform integrates powerful incident management software tools.

The company takes pride in its ability to streamline operations and processes with extensive automation and centralization. It simplifies things like incident identification, monitoring, and reporting. Dense and informative reports with relevant data allow customers to conduct insightful analyses and identify trends, improving asset allocation.

Some features you can find within LogicManager’s incident management software include the following:
  • Centralized incident reporting and processing framework
  • Advanced incident management tools
  • Automated tasks, alerts, and reminders
  • Objective risk assessments
  • Customizable risk-based incident data collection
  • Powerful incident tracking features
  • Custom incident taxonomy technology
  • Pre-built configurable dashboards and management reports
Beyond the above, LogicManager has very accessible tools, such as to-do lists, custom progress notifications, and pre-built, industry-specific content. Its risk-based tools and approach are excellent at picking up on trends and identifying areas that need improvement.

Pros & Cons

Pros

  • Unique risk-based tools
  • Configurable dashboards
  • Automated workflow functionality for incident management

Cons

  • No ticket management
  • No free trial
  • Pricing not made publicly available

Summary

Logic Manager
LogicManager
  • Starting Price
    • Quote based pricing
  • Real Time Monitoring
    Yes
  • Ticket Management
    No
  • Workflow Automation
    No
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Automated reports
  • Custom dashboards
  • Risk assessment tools
LogicGate
Logicgate Risk Cloud
  • Real-time monitoring
  • Workflow automation
  • Mass notification system
LogicGate is a governance, risk, and compliance (GRC) specialist company, providing B2B effective GRC solutions for businesses. The LogicGate Risk Cloud is a cloud-based agile GRC platform. It allows organizations to tackle their GRC needs on their own.

Risk Cloud includes several flexible incident management software solutions. The IM module of the platform incorporates a centralized hub that tracks every incident and process. It greatly simplifies incident detection, diagnosis, and resolution while integrating seamlessly with other software tools. Risk Cloud also packs powerful reporting capabilities.

A few of the features you can find within the LogicGate Risk Cloud incident management software:
  • Centralized incident framework
  • Conditional workflow logic
  • Automated incident processing
  • Custom notifications
  • Multi-process incident handling
  • Insightful reports and dashboards
  • Extensive auditing capabilities
  • Streamlining redundant processes
  • Custom incident timeframes and triggers
Adding to that, LogicGate Risk Cloud is remarkably flexible. It allows users to craft unique new processes to match the needs of their company. Customizing the software to integrate with your existing enterprise framework is effortless, with a very easy setup process.

Pros & Cons

Pros

  • Conditional workflow logic
  • Custom notifications
  • Powerful risk management

Cons

  • No vendor pricing information
  • No free trial period

Summary

LogicGate
Logicgate Risk Cloud
  • Starting Price
    • Quote based pricing
  • Real Time Monitoring
    Yes
  • Ticket Management
    Yes
  • Workflow Automation
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Real-time monitoring
  • Workflow automation
  • Mass notification system
ManageEngine-Mobile-Device-Manager-Plus
Manageengine Servicedesk Plus
  • Smart workflow automation
  • Speedy ticket management
  • Extensive ticket tracking
ManageEngine is the IT management arm of India’s Zoho Corporation, a giant in the web development sector. Its incident management software is called the ManageEngine ServiceDesk Plus. Beyond the service desk, the company offers another 90 products and tools.

ManageEngine ServiceDesk Plus is a powerful platform that extends well beyond mere incident management. It offers tools for managing assets, projects, problems, changes, enterprise services, and IT releases. It’s a very intuitive software, designed for seamless integration with a range of enterprise and corporate tools.

Additionally, you can find the following features within ManageEngine’s incident management software:
  • Multichannel ticket creation
  • Self-service portal
  • Real-time incident tracking
  • Custom incident statuses through entire life cycle
  • Custom response and resolution SLAs
  • Custom escalation paths
  • Full ticket life cycle automation
  • Automated task assignments
  • Custom template automated notifications
  • Custom closure rules for higher effectivity
  • Powerful integrations with knowledge bases
The software provides both cloud-based and local installations. It’s also available on iOS and Android mobile platforms. ManageEngine ServiceDesk Plus is perfect for companies that need to cut down on ticket resolution time.

Pros & Cons

Pros

  • 30-day free trial
  • Competitive pricing and free tools
  • Powerful ticket and workflow automation

Cons

  • No demo available

Summary

ManageEngine-Mobile-Device-Manager-Plus
Manageengine Servicedesk Plus
  • Starting Price
    • Service Desk Plus is free up to 5 tech and 500 nodes
    • Standard: starts at $12/technician/month
    • Professional: starts at $23/technician/month
    • Enterprise: starts at $58/technician/month
    • *save 10% with annual billing, add-ons available
  • Real Time Monitoring
    Yes
  • Ticket Management
    Yes
  • Workflow Automation
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Smart workflow automation
  • Speedy ticket management
  • Extensive ticket tracking
PagerDuty
Pagerduty
  • Real-time monitoring
  • Workflow automation
  • ITSM integrations
PagerDuty is a dedicated platform for managing digital operations across a range of companies and industries. It offers a full-blown platform, including on-call staff management, incident management, event intelligence, and analytics.

It has over a dozen solutions for multiple usage cases and specific industries. Beyond incident management software, the PagerDuty platform assesses each incident’s business impact and guides your response. It’s a modern framework for incident response, resolving issues quickly and learning from them for the future.

A few of the features that PagerDuty incident management software offers include the following:
  • Built-in major incident best practices
  • End-to-end response automation
  • Friction-free post-incident analysis
  • Major incident learning
  • Business-wide coordination
  • Automated precision response
  • Stakeholder communication
  • ITSM integration
  • Operational insights
  • Incident response training
  • Mobile-first incident management tools
Furthermore, PagerDuty presents tailored e-books, extensive documentation and informative webinars. It’s designed for developers, IT managers, other incident management professionals, and IM companies. Its features are ideally suited for businesses that need to improve their customer support user experience.

Pros & Cons

Pros

  • 14-day free trial
  • Full incident response automation
  • Major incident learning

Cons

  • No audit trails

Summary

PagerDuty
Pagerduty
  • Starting Price
    • Free for up to 5 users/month
    • Starter: $10 up to 6 users/month, $15 per user/month after that
    • Team: $29/user/month
    • Business: $39/user/month
  • Real Time Monitoring
    Yes
  • Ticket Management
    Yes
  • Workflow Automation
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Real-time monitoring
  • Workflow automation
  • ITSM integrations
Safety-Incident-Reporting
Safety Incident Reporting
  • Real-time monitoring
  • Workflow automation
  • Mass notification system
If you’re looking for a product that’s a leading expert in Health and Safety and Quality Management solutions, you may want to have a look at Safety Incident Reporting. It covers both industries in one handy platform, with real-time monitoring and workflow automation as two of the top features. It improves performance, ensuring that your system remains compliant with the relevant regulations.

There are several components to the Safety Incident reporting software. It has functions you can use offline and on mobile, while the translation workbench supports languages worldwide. You can focus on continuous improvement with the root cause analysis tool and also ensure the team is aware of all alterations with the communications function.

Some of the features included in the Safety Incident Reporting management software platform include:
  • Risk reduction and control
  • Behavior management
  • Drive engagement
  • Reputation protection
  • Return-to-work solutions
  • Compliance tracking
Since the program can be incredibly daunting to small businesses, the company offers several training types to suit your needs. You can learn how to use the software in person or through live webinars. There’s also an extensive knowledge base on the website.

Pros & Cons

Pros

  • Powerful integrations
  • Flexible workflow automation
  • Insightful reports

Cons

  • No ticket management system
  • Phone support only available during business hours

Summary

Safety-Incident-Reporting
Safety Incident Reporting
  • Starting Price
    • Quote based pricing
  • Real Time Monitoring
    Yes
  • Ticket Management
    No
  • Workflow Automation
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Real-time monitoring
  • Workflow automation
  • Mass notification system
ServiceNow-Asset-Management
Servicenow It Service Management
  • Virtual agents
  • Natural language understanding
  • Workflow automation
Founded in 2004, ServiceNow (no relation to ScienceSoft’s product) specializes in digital workflows. Leveraging the power of technology, ServiceNow transforms manual processes into digital, automated solutions.

The ServiceNow platform provides access to a host of benefits and capabilities. Through the ServiceNow IT Service Management product, it offers a robust incident management module, including predictive intelligence and other advanced tools.

A few of the many features in the ServiceNow IT Service Management incident management software include the following:
  • Omni-channel capture
  • Predictive incident intelligence
  • Incident deflection
  • Virtual agents
  • Natural language understanding
  • On-call scheduling
  • Native mobile app
  • Social tools
  • Reports and dashboards
  • Automated test framework
  • Bilateral notifications
Beyond these features, ServiceNow IT Service Management packs powerful Agent Workspaces, specialized Major Incident Management tools, and seamless knowledge base integration. The platform also incorporates cutting-edge machine learning for incident assignment.

Pros & Cons

Pros

  • Omni-channel incident capture
  • Predictive intelligence
  • Virtual agents with NLU

Cons

  • No free trial period available

Summary

ServiceNow-Asset-Management
Servicenow It Service Management
  • Starting Price
    • Quote based pricing
  • Real Time Monitoring
    Yes
  • Ticket Management
    Yes
  • Workflow Automation
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Virtual agents
  • Natural language understanding
  • Workflow automation
Solarwinds-Backup
Solarwinds Service Desk
  • Real-time monitoring
  • Ticket management
  • Workflow automation
SolarWinds is an IT service management company focused on creating modern, dynamic IT environments. Its product range features highly effective and easy-to-use tools.

It includes Network, Systems, and Database Management products, IT Security, ITSM, and Managed Service Providers. The SolarWinds Service Desk platform presents powerful modules for many different situations. Some of these worth mentioning are IT Asset Management to CMDB Software, ITIL Service Automations, and Knowledge Base integrations.

The SolarWinds Service Desk Incident Management Software module has powerful tools for implementing efficient solutions to every industry in the pipeline. Some of the features included are
Multichannel incident capture:
  • Easy service provider integrations
  • Business-wide automated incident management
  • ITIL best practices
  • Full life cycle incident tracking
  • AI-powered incident resolution acceleration
  • Automated incident classification suggestions
  • Built-in help desk knowledge base
The ITIL framework powers Service Desk’s incident management software. It’s fully scalable, well-suited for organizations of any size and scope. The Employee Service Portal informs workers of ongoing or common issues, streamlining internal incident processing.

Pros & Cons

Pros

  • 30-day free trial
  • ITIL best practices
  • Powerful integrations

Cons

  • No demo available

Summary

Solarwinds-Backup
Solarwinds Service Desk
  • Starting Price
    • Team: $19/agent/month
    • Business: $39/agent/month
    • Professional: $69/agent/month
    • Enterprise: $89/agent/month
  • Real Time Monitoring
    Yes
  • Ticket Management
    Yes
  • Workflow Automation
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Real-time monitoring
  • Ticket management
  • Workflow automation
Spiceworks
Spiceworks Help Desk
  • Real-time monitoring
  • Ticket management
  • AI workflow automation
Spiceworks was established in 2006, bringing together tech professionals and IT industry operators. It offers a range of tools and apps, including the Inventory, Connectivity Dashboard, the Help Desk, and a Cloud Help Desk.

Incident management features are available through the Spiceworks Help Desk solution. Remarkably, the platform is available completely free of charge. It packs a full range of crucial IM features as well as some powerful advanced tools.

You can find the following features within the Spiceworks Help Desk platform:
  • Custom incident fields
  • Self-service portal
  • Flexible integrations
  • Team management
  • Incident collaboration
  • Online and self-hosted options
  • Robust ecosystem
  • Extremely easy to set up
  • Accelerated incident resolution
  • Fast incident detection
Additionally, the Spiceworks Help Desk has extensive documentation, perfect for companies looking for their first incident management software. Best of all is its pricing. Completely free to download, there are few reasons not to give it a go.

Pros & Cons

Pros

  • Completely fee
  • Real-time dynamic reporting
  • Powerful integrations

Cons

  • No Mac version
  • No mobile apps

Summary

Spiceworks
Spiceworks Help Desk
  • Starting Price
    • Free
  • Real Time Monitoring
    Yes
  • Ticket Management
    Yes
  • Workflow Automation
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Real-time monitoring
  • Ticket management
  • AI workflow automation
VictorOps
Victorops
  • Real-time monitoring
  • Ticket management
  • Workflow automation
VictorOps is a powerful incident management software designed with development and IT operations engineers in mind. It’s ideally suited for companies that rely on constantly evolving software platforms. VictorOps incorporates powerful collaboration tools, an on-call system, and more.

Its aim is to simplify incident detection, notification, response, resolution, and analysis. The software combines powerful integrations with third-party services, informative post-incident reviews, and top-notch customer support.

Features included in the VictorOps incident management software platform include:
  • Advanced notifications and alerts
  • Live incident timeline
  • Dynamic scheduling and escalations
  • Automated workflow
  • Machine learning task assignment
  • Powerful collaboration tools
  • Centralized data monitoring
  • Context-rich incident tickets
  • Post-incident reviews
Targeting technical employees, VictorOps is highly customizable in every way that matters. It streamlines incident management, shortening response and resolution times and increasing customer satisfaction.

Pros & Cons

Pros

  • 14-day free trial
  • Powerful built-in integrations
  • Seamless collaboration tools

Cons

  • No installed Windows or Mac version
  • No iOS or Android mobile apps

Summary

VictorOps
Victorops
  • Starting Price
    • Starter: $5/user/month
    • Growth: $23/user/month
    • Enterprise: $25/user/month
    • *pricing is listed with annual billing
  • Real Time Monitoring
    Yes
  • Ticket Management
    Yes
  • Workflow Automation
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Real-time monitoring
  • Ticket management
  • Workflow automation
XMatters
Xmatters
  • Real-time monitoring
  • Ticket management
  • Workflow automation
xMatters is a highly specialized digital company, working to help business clients tackle technology-related issues. It delivers a very modern incident management software as its main product. Furthermore, it packs attractive solutions and a host of powerful options.

The platform streamlines the management of all sorts of IT events. It lets technical staff focus on the things that matter and prioritize effectively. In addition, it packs built-in integrations, an open API Integration Builder, and hybrid cloud support.

The following is just a small sample of the many features found within xMatters software:
  • Filtering and suppression
  • Alert correlation
  • Rich notifications
  • Context-based routing
  • Prioritization
  • Open API
  • Built-in integrations
  • Orchestrated toolchains
  • Major incident coordination
  • Workflow and process automation
  • On-call management
xMatters is also an excellent tool for analytics. It includes a detailed incident timeline, real-time events, team performance, and a time machine feature. The software is entirely scalable, featuring enterprise-grade architecture.

Pros & Cons

Pros

  • 14-day free trial
  • Powerful API Integration Builder
  • Seamless automation

Cons

  • No local deployment on Windows or Mac

Summary

XMatters
Xmatters
  • Starting Price
    • Free for up to 10 users
    • Starter: $16/user/month
    • Base: $39/user/month
    • Advanced: $59/user/month
  • Real Time Monitoring
    Yes
  • Ticket Management
    Yes
  • Workflow Automation
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Real-time monitoring
  • Ticket management
  • Workflow automation
Zendesk Logo
Zendesk
  • Real-time monitoring
  • Ticket management
  • Workflow automation
Zendesk is one of the world’s largest B2B service companies, specializing in user experience and customer support. Having started in the CRM business, it quickly expanded. Today, it dominates much of the market across all kinds of industries.

Incident management software is an essential element of Zendesk's Support product. The platform packs a number of advanced help desk management tools, including dedicated incident management software.

Some of the features available in the Zendesk Support Incident Management Software include:

  • Automated incident consolidation

  • ITIL application management

  • Systematic event tracking

  • ITSM integration

  • Multichannel incident capture

  • Custom ticket forms

  • Conditional custom ticket fields

  • SLA views
Zendesk also provides multilingual support in more than 40 languages. In addition to that, you can manage up to 300 different brands, products, regions, or service tiers. If you’re looking for sleek, world-class incident management, Zendesk might be right for you.

Pros & Cons

Pros

  • Free trial
  • ITIL management
  • Multi-channel incident capture

Cons

  • No vendor pricing information

Summary

  • Starting Price
    • Foundational Support
    • Team: $19/agent/mo
    • Professional: $49/agent/mo
    • Enterprise: $99/agent/mo
    • ZenDesk Suite
    • Team: $49/agent/mo
    • Growth: $79/agent/mo
    • Professional: $99/agent/mo
    • Enterprise: $150/agent/mo
    • *pricing is listed with annual billing
  • Real Time Monitoring
    Yes
  • Ticket Management
    Yes
  • Workflow Automation
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Real-time monitoring
  • Ticket management
  • Workflow automation

How We Chose the Best Incident Management Software

Incident management software allows companies to systematize their handling of IT service interruptions in general. It includes tools to automate report creation, collection, processing, and resolution. Leveraging these tools, companies can minimize downtime caused by IT incidents, errors, or bugs. Needless to say, a robust incident management software platform is essential for efficient IT process management. However, finding the best solution for your business is easier said than done. That’s why we’ve made a full assessment of the finest tools available in the market in 2021. Next, we’ll break down our specific evaluation criteria.

Incident Management Features

All software providers incorporate a range of features into their IM systems. Not all platforms are built the same, though. Different providers choose to focus on different priorities. Finding the best IM software requires matching your needs with its main features. Some key features that you should keep in mind are the following:
  • Real-time monitoring
  • Real-time collaborating
  • Ticket management
  • Workflow automation
  • Event and service grouping
  • Rich alert and notification system
  • Custom incident criteria
  • Mobile incident management
  • Flexible API and plug-ins
  • Industry-specific customization
  • Multi-language support

Integrations

IM is a process within the greater system that is IT services management. The best incident management software is capable of integrating into complex workflows. It could involve customer support systems, development platforms, project management tools, and more. A few of the integrations you should look for in IM software include:
  • Email integration
  • Built-in API
  • Plug-in integration
  • Web server integration (Apache, Oracle WebLogic, Nginx)
  • Database management integration (MySQL, Microsoft SQL, MariaDB, etc.)
  • Version control software integration
  • Cloud integration (AWS, Azure, Google, etc.)

Reporting

The best incident management software products pack full suites of reporting tools and features. Reports can range from incident summaries for specific types and processes to graphs, charts, and deep insights. They allow companies to gauge the performance of their IM process. Robust IM software features very detailed reports, custom reporting criteria, and helpful, relevant information. Certain providers feature advanced efficiency and optimization reports powered by AI. Some common reporting features you should be looking for include:
  • User and asset reporting
  • Asset and process reporting
  • Custom reporting groups
  • Advanced metrics reporting
  • Specialized industry metrics
  • Reports with visual aids

What Is Incident Management Software?

Incident management software is a specialized form of enterprise software. Its purpose is to detect incidents that can create risk for your company as well as keep customers happy. Through incident management, companies get out in front of problems as they develop.

No IT infrastructure is perfect, and mistakes happen. When something goes wrong on your end, such as downtime or glitches, incident management keeps you in the loop. IM software tracks incident reports for tens of thousands of companies worldwide.

At its core, an incident management solution is a platform or interface dedicated to identifying, assessing, delegating, and evaluating tickets. In some cases (such as when your company provides its services through IT), IT downtime spells financial disaster in missed revenues.

Incident management tools allow you to stay on top of these issues and resolve them as quickly as possible. By recognizing and cataloging known issues, incident management software lets you assign staff, groups, labels, and priorities to a ticket.

Benefits of Incident Management Software

All businesses stand to gain from deploying incident management software. However, for smaller businesses, the perks are considerably more interesting. The following are a few of the benefits of introducing incident management software.

  • Happier customers: Businesses live and die by their customers. Glitches, bugs, and downtime may all be inevitable in the long run. What you don’t want is to lose a good client to an unpleasant issue with the company’s services or products. Speedy incident resolution keeps your customers coming back for more great service.
  • More efficient IT staff: A properly configured incident management software program is a huge time-saver. Known issues and simple problems can be quickly dispatched by low-level tech support. Higher-level tasks can be directly escalated to the proper IT personnel for resolution. It prevents wasting your best employees spending hours on minor problems.
  • Lower overhead: Any business owner knows that overhead is the death of profits. The big players can rack up sizable overhead and make up for it in sales volume. However, it’s not that easy for the little guy. A budget-conscious incident management software can cut down on wasteful or redundant support processes, leading to lower costs.

Must-Have Features for Incident Management Software

When you’re shopping for your company’s next incident management software, you’ll find a lot of variety in terms of features. Nevertheless, there are a handful of specific capabilities without which you’re dead in the water. The following are features your software should definitely have.

  • Real-time tracking: The ability to track an incident report or ticket throughout its entire life cycle.
  • Ticket management: Handling the creation, classification, assignment, consolidation, diagnosis, and resolution of incident tickets.
  • Workflow automation: Automated ticket creation (through self-service or manned channels), automated SLA enforcement, and process escalations, among others.
  • Rich alert and notification system: Great incident management is a two-way street. Your customers need to know that their issues are being dealt with. Your supervisors and high-level techs need to know where their attention should focus. A rich, prioritized, and customizable notification system takes care of both.

The Cost of Incident Management Software

The costs of incident management software are quite variable. The best software in the market can cost you anywhere from $10 a month to several thousand dollars a year. Many providers have tiered subscriptions. The more human agents you need using the software, the more expensive your subscription will be.

Other providers offer more features and capabilities at higher price points. You don’t need to spend a small fortune to get adequate service for your business, though. Besides, unless you’re running a Fortune 500 company, it would likely be overkill.

If budget is a major concern for you, check out the free options available on our list. ManageEngine and xMatters all have solutions priced at $0 for their lowest-tier package. If you don’t want to spend a red cent, consider SpiceWorks Help Desk. All tiers are absolutely free.