Including Incident Management software in your IT Service Management (ITSM) strategy has become critical for maintaining the seamless operation of business IT systems.
In this article, we’ll delve into the indispensable role Incident Management solutions play in today’s technology-driven workspaces.
We will review the best Incident Management tools and platform options of 2025, highlighting features such as real-time incident detection, resolution, classification, root cause analysis, incident logging, notification and escalation, and collaboration with other departments.
Let’s dig in!
Table of contents
- TL;DR
- What is Incident Management software?
- 10 best Incident Management software in 2025
- Why do you need IT Incident Management software?
- Common features to look for in incident tracking software
- How to choose an Incident Management tool
TL;DR
- A competent Incident Management solution provides a systematic approach to manage and solve incidents throughout organizations, minimizing their impact and improving IT service delivery.
- Key functions to consider are Ticket Management, self-service capabilities, automation, and incident-related reports.
- To choose the right Incident Management ticketing system for your organization, you should consider your specific needs and goals and search for the features, integrations, and costs that match them. Useful tools for this can be reviews, case studies, and product tours or free trials.
What is Incident Management software?
Incident Management software is a type of application or tool designed to support the processes and workflows associated with managing and resolving incidents within an organization’s IT infrastructure.
These tools are often referred to as Incident Management systems, encompassing features like incident tracking, alerting and notification, real-time collaboration, documentation and analysis of incidents, and various asset tracking and Asset Management capabilities.
What is an incident? Definition and examples
An incident, in this context, typically refers to any unexpected event that disrupts or reduces the quality of service requests an IT service. Some examples of common IT incidents that Incident Management software helps to resolve include:
- Loss of internet connection.
- Key servers going offline.
- Applications not working properly.
- Hacks or virus attacks.
- Broken or faulty computer components.
- Systems running slower than usual.
- Files that won’t open or are damaged.
- Users are unable to sign into accounts.
- Issues with sending or receiving messages.
- Wrong settings causing disruptions.
What is the objective of an Incident Management software?
The goal of an Incident Management ticketing system is to help organizations respond to and resolve these types of incidents quickly and effectively, minimizing the impact on business operations and improving overall service quality.
It is a critical component of ITSM and is used by IT support teams in various industries to track incidents and ensure that IT systems remain reliable and available.
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10 best Incident Management software in 2025
Now that we've seen how this technology can benefit your organization, here are our top market options to look out for. As we mentioned, Incident Management is a key element of an IT Service Management strategy, so the list brings together ITSM solutions that incorporate capabilities fit for managing incidents swiftly.
Let's take a look at the best Incident Management software options out there.
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1. InvGate Service Management
InvGate Service Management offers a user-friendly interface with robust features for efficient Incident Management and resolution. It is available in both cloud-based and on-premise deployment options, making it suitable for organizations with varying infrastructure needs.
The platform is PinkVERIFY certified for Incident Management, a globally recognized accreditation that ensures alignment with ITIL best practices. This certification signifies that InvGate Service Management meets the highest standards for ITSM capabilities. Additionally, the solution is PeopleCert verified, further validating its adherence to ITIL standards and its ability to enhance organizational efficiency and service quality.
The platform was featured in the 2024 Gartner's Guide for ITSM platforms, solidifying its reputation as a reliable ITSM solution.
InvGate Service Management features
- Ticketing Management: The tool’s ticketing system enables users to log in their incident through tickets and your IT team to subsequently track and manage them throughout their resolution. As one of the essential incident tracking tools, it helps in identifying root causes, reporting incidents, creating tickets for incident closure, and analyzing similar incidents to make critical decisions.
- Self-service capabilities: Also, the self-service portal empowers users to report incidents and find solutions independently with a knowledge base.
- Omnichannel support: Enable incident reporting across multiple communication channels, encouraging user adoption and effective management.
- Workflow automation: By automating certain tasks and processes on InvGate Service Management helps to make the process both faster and more efficient, avoidant possible human errors.
- Service Level Management: Ensure timely incident resolution within defined service levels.
- Integration with IT Asset Management (ITAM): The tool natively integrates with InvGate Asset Management, unlocking the power of combining ITSM with ITAM, for instance by linking relevant assets and their information to incidents.
- Gamification: This feature motivates and rewards your team fostering a more efficient incident resolution.
- AI-Powered features: InvGate Service Management leverages AI through features like Knowledge Article Generation and Improved Responses to enhance productivity and performance.
- Reporting and dashboards: Finally, you can monitor incident trends and performance for informed decision-making and improvements.
InvGate Service Management integrations
InvGate Service Management supports a comprehensive set of integrations to enhance its functionality and adapt to your existing workflows. Here is the full list, organized by category:
- Communication tools: Slack, Microsoft Teams, Asana, WhatsAapp notifications, RingCentral, Twilio.
- Colaboration tools: Azure DevOps, Jira, Workday, Peopleforce, Five9, Teamtailor, Deel, BambooHR, Confluence, Factorial, Expensify, Hibob, Rippling.
- IT Asset Management: InvGate Asset Management (native integration), FileWave, Lansweeper, Microsoft Ecosystem, Microsoft SCCM.
- Identy and Access Management: Microsoft Active Directory, Microsoft Entra ID, Okta, Office 365, Open LDAP.
- Automation: HubSpot, Notion, Salesforce, Google Calendar, Dropbox.
- AI: Open AI.
- Email: Google G Suite, Outlook.
InvGate Service Management integrations ensure seamless compatibility with your organization's tools, simplifying adoption and enabling more efficient workflows.
InvGate Service Management main benefits
InvGate Service Management offers numerous benefits across the ITSM spectrum. For this section, we are narrowing the focus and tailoring the benefits specifically to its Incident Management capabilities. These features streamline the resolution of incidents, enhance team productivity, and ensure minimal disruption to business operations.
#1. Centralized incident tracking and Incident Management
InvGate Service Management provides a comprehensive ticketing system that allows IT teams to log, track, and manage incidents from start to resolution. By centralizing all incident-related information, teams can maintain complete visibility, identify root causes, and resolve recurring issues more efficiently.
#2. Enhanced efficiency with workflow automation
With robust automation features, InvGate Service Management simplifies complex Incident Management workflows. Tasks like ticket assignment, prioritization, and escalation are automated, reducing human error and ensuring incidents are addressed promptly.
#3. Omnichannel support for seamless incident reporting
Users can report incidents through various communication channels and a self-service portal. This omnichannel approach improves accessibility, encourages user adoption, and ensures that incidents are captured regardless of how they are reported.
InvGate Service Management pricing
InvGate Service Management offers three distinct pricing tiers to accommodate organizations of varying sizes and requirements. Each plan is tailored to provide specific features and capabilities, ensuring flexibility and scalability for your IT Service Management needs.
#1: Starter plan
The Starter Plan is designed for small teams and includes essential features to get started with Service Management. Price is $17 per agent per month, billed annually at $999.
It's designed for teams of up to 5 agents and its main features includes a self-service portal, Ticket Management, knowledge base, simple configuration, and reporting tools. It's ideal for small teams building their foundation in Service Management.
#2: Pro plan
The Pro Plan is tailored for medium-sized teams and offers advanced features to enhance IT Service Management processes. The price is $40 per agent per month, billed annually.
It’s suitable for teams of 6 to 50 agents and includes ITIL-aligned workflows, automation capabilities, gamification features, workflow designer, approval management, multi-department support, and ESM templates. This plan is ideal for organizations looking to streamline their Service Management practices with more sophisticated tools.
#3: Enterprise plan
The Enterprise Plan is designed for large organizations requiring customization and scalability. Pricing is customized based on the specific needs of the organization.
It supports unlimited agents with concurrent licensing options and includes features like on-premise hosting, advanced security configurations, dedicated servers, staging/QA system instances, custom backup schedules, extended network restrictions, and support from InvGate’s compliance and security teams. This plan is perfect for enterprises with complex IT infrastructures and advanced requirements.
Free trial
InvGate Service Management offers a 30-day free trial with no credit card required. This allows organizations to explore the platform’s capabilities risk-free before committing to a plan.
InvGate Service Management testimonials and ratings
InvGate Service Management consistently receives high ratings on Gartner, a trusted platform for ITSM software reviews. Gartner reviews are known for their unbiased and comprehensive evaluations, helping businesses make informed decisions.
InvGate Service Management has an overall rating of 4.6 out of 5 on Gartner. Over the past 12 months, it has achieved an even higher rating of 4.8 out of 5, reflecting its consistent improvements and customer satisfaction.
Here’s a glowing testimonial from a verified Gartner reviewer:
"Outstanding Service Desk For Demanding Environments. We like Service Desk very much, going into our third year with this platform. It is constantly being improved and support is excellent."
– Gartner Reviewer, IT Manager.
2. ServiceNow IT Service Management
ServiceNow IT Service Management includes a comprehensive Incident Management module designed to restore services swiftly and minimize business disruptions. This module offers a range of features tailored to enhance the efficiency and effectiveness of incident resolution processes.
ServiceNow IT Service Management features
- Major Incident Management: Leverage embedded, proven practice workflows to efficiently identify, track, and resolve high-impact incidents, ensuring business continuity.
- Single-pane agent view: Equip agents with everything they need in one unified interface. This helps prioritize and resolve issues quickly using AI-driven recommendations for enhanced productivity.
- AI-powered insight: Accelerate incident resolution with built-in machine learning that provides contextual help and eliminates workflow bottlenecks, enabling faster service restoration.
- Native mobile app: Empower IT agents to address incidents on the go with a mobile-friendly interface for triaging, addressing, and resolving tickets, ensuring flexibility and responsiveness.
ServiceNow IT Service Management integrations
ServiceNow IT Service Management (ITSM) offers a vast ecosystem of over 250 integrations, enabling seamless connectivity with various applications and services to enhance your IT workflows. These integrations facilitate the digitization and automation of departmental and cross-enterprise business processes, turning them into powerful digital workflows that connect any systems, apps, and data.
For a comprehensive list of available integrations, you can explore ServiceNow's Integration Hub and Partner integrations on their website.
ServiceNow IT Service Management main benefits
- Resolve incidents quickly with precision: ServiceNow ITSM transforms the impact, speed, and delivery of technology services, enabling swift and accurate incident resolution.
- Grow IT productivity: Unburden your IT services staff and boost productivity by identifying, tracking, and resolving incidents efficiently with AI-assisted intelligence. Leverage natural language virtual agents to achieve instant resolutions for repetitive IT service tasks.
- Create resilient service experiences: Adopting a people-first approach to digital transformation, ServiceNow ITSM provides employees with always-available IT services. Synthesize shared data and analytics into a single view, delivering ITSM on a unified platform.
ServiceNow IT Service Management pricing
ServiceNow offers three scalable ITSM packages to accommodate various stages of business growth:
- ITSM Standard.
- ITSM Professional.
- ITSM Enterprise.
Each package includes a business value assessment for advanced capabilities like Virtual Agent and DevOps Change Velocity. Pricing is flexible and tailored to your organization's specific requirements. To obtain a custom quote, it's recommended to contact a ServiceNow representative directly.
For more detailed information on ServiceNow ITSM's features, integrations, benefits, and pricing, you can visit their official website.
If you have any specific questions or need further details on any aspect, feel free to ask!
ServiceNow IT Service Management reviews and ratings
ServiceNow ITSM consistently receives strong reviews from users, highlighting its comprehensive features and ability to streamline IT workflows. However, pricing is often noted as a consideration for organizations.
On Gartner Peer Insights, ServiceNow ITSM holds an impressive 4.3 out of 5 rating, based on user feedback from IT professionals and decision-makers.
Here’s a notable review from a verified Gartner reviewer:
"ServiceNow's ITSM in the Spotlight: Usefulness Versus Expensiveness. We have been working with ServiceNow suite, in particular with ITSM module, since 2021, and all our requests and incidents are managed through this tool. We are very happy with the tool but for the pricing side --> It's extremely costy."
Reviewer Function: IT Professional
ServiceNow ITSM’s robust capabilities and positive user feedback make it a trusted solution for organizations seeking advanced IT Service Management functionality.
3. Atlassian Jira Service Management
Atlassian Jira Service Management is a robust IT Service Management solution that empowers teams to deliver high-velocity service experiences. Built on the Jira platform, it facilitates seamless collaboration between development, IT, and business teams, ensuring rapid incident response and efficient service delivery.
Jira Service Management features
- Alerting and on-call management: Centralize and filter alerts from your tools to avoid alert fatigue, with customizable schedules and escalation rules.
- Major incident escalation: Prompt Dev and Ops teams to resolve major incidents using automation, collaboration tools, and rich incident timelines.
- Awareness and communication: Link support tickets to major incidents, update stakeholders via multiple channels, and integrate with Statuspage for transparency.
- Reporting and analytics: Track and analyze incidents, create post-mortem reports, and collaborate in Confluence to improve response processes.
Jira Service Management integrations
Supercharge Service Management with apps and integrations
Atlassian Marketplace offers over 1,000 trusted applications and integrations to ensure Jira Service Management can be customized to fit your use case.
Jira Service Management main benefits
- Empower teams with intuitive workflows: Enable IT, development, and business teams to deliver great service quickly with flexible, user-friendly processes.
- Accelerate collaboration: Break down silos with seamless information flow and visibility across teams, driving efficiency and faster resolutions.
- Provide resilient service experiences: Take a people-first approach to ITSM, delivering always-available services and synthesizing data on a single platform.
Jira Service Management pricing
Atlassian offers four pricing tiers for Jira Service Management, catering to teams of all sizes and needs:
- Free Plan: Perfect for small teams, this plan includes incident and request management, as well as a self-service portal for up to 3 agents, free of charge.
- Standard Plan: At $21 per agent per month (billed annually), this tier supports up to 5,000 agents and includes SLA management, customizable workflows, and audit logs.
- Premium Plan: Designed for advanced needs at $47 per agent per month (billed annually), it offers unlimited storage, advanced Incident Management, and a 99.9% uptime SLA.
- Enterprise Plan: Tailored for large enterprises, this plan includes enhanced security, compliance, and governance features. Pricing is available upon request, and it includes 24/7 support and data residency options.
For detailed pricing or to calculate costs for your team, visit Atlassian’s official pricing page.
Jira Service Management reviews and ratings
Jira Service Management holds an impressive 4.3 out of 5 rating on Gartner Peer Insights, reflecting its strong reputation among IT professionals.
Here’s a glowing testimonial from a verified Gartner reviewer:
"9.5/10 Would Recommend! The out of the box capabilities took us from spreadsheets to measurable metrics. Customization and automation play a big part in our workflows that save us time and reduce human error."
Reviewer Function: Operations
Jira Service Management’s flexible features, extensive integrations, and user-friendly design make it a leading choice for organizations seeking efficient and scalable ITSM solutions.
4. BMC Helix ITSM
BMC Helix IT Service Management (ITSM) is an ITIL 4-certified SaaS solution designed to modernize the IT service desk. By leveraging intelligence and automation, it reduces risks, prevents service failures, and empowers organizations to optimize IT service delivery. Its low-/no-code platform enables rapid deployment and seamless management of IT assets, aligning with enterprises’ digital transformation goals.
BMC Helix ITSM features
- AI Service Management: Automate case routing, incident prediction, and risk mitigation through root cause analysis and machine learning, streamlining IT workflows.
- Automated trouble ticketing: Simplify ticket creation, tracking, and resolution with AI-powered tools to enhance responsiveness and efficiency.
- Unified service catalog: Improve digital employee experiences with an intuitive portal powered by natural language processing and automated fulfillment workflows.
- ITIL 4-certified processes: Adopt certified incident, problem, and change management practices to enhance IT service reliability and efficiency.
BMC Helix ITSM integrations
BMC Helix ITSM integrates with a wide range of third-party tools using BMC Helix iPaaS (powered by Jitterbit). With over 40 connectors and hundreds of pre-built integration options, organizations can streamline ITSM processes across SaaS, cloud applications, and enterprise systems.
Integrations include:
- Synchronizing Salesforce user data with ITSM People data.
- Syncing ServiceNow Incidents with Helix ITSM.
- Migrating data between systems like Jira and BMC Digital Workplace.
For a complete list, visit the Jitterbit Connectors Library.
BMC Helix ITSM main benefits
#1: Anticipate and resolve issues proactively
BMC Helix ITSM integrates AI and predictive analytics to identify potential issues before they occur, reducing downtime and enhancing IT service reliability.
#2: Streamline workflows with automation
With embedded AI/ML, the platform automates ticket routing and change management, improving operational efficiency and ensuring faster service delivery.
#3: Enhance digital employee experiences
A unified service catalog and mobile-first approach promote self-service adoption, providing employees with intuitive tools to manage their requests seamlessly.
BMC Helix ITSM pricing
To learn about pricing, organizations should contact BMC’s sales team for a custom quote based on their specific requirements.
BMC Helix ITSM reviews and ratings
BMC Helix ITSM holds a strong 4.3 out of 5 rating on Gartner Peer Insights. Here’s a testimonial from a verified Gartner reviewer:
"Everything you need in an ITSM Management tool. It's a very powerful solution; we can do everything we want, but it is not very intuitive to implement. We have to do things in many different places. It has evolved a lot since the last versions but still has room for improvement."
Reviewer Function: IT
BMC Helix ITSM’s combination of advanced features, integrations, and strong user feedback makes it a powerful choice for enterprises seeking to modernize their IT Service Management.
5. Zendesk for Service
Zendesk for Service is a flexible and scalable platform designed to streamline customer service operations while adapting to the evolving needs of businesses. With robust tools for automation, personalized interactions, and data-driven insights, Zendesk empowers organizations to deliver exceptional service experiences across channels.
Zendesk for Service features
Zendesk for Service offers several features that align closely with Incident Management processes, enabling businesses to track, resolve, and analyze service issues effectively:
- Ticketing: Centralize the tracking, organization, and resolution of incidents for clear visibility and streamlined workflows.
- Routing and intelligence: Automatically assign incidents to the most appropriate agent, ensuring faster resolutions and higher accuracy.
- Agent workspace: Provide agents with a single view of customer and incident data, facilitating informed and efficient support.
- Analytics and reporting: Analyze incident trends and service performance to identify improvement areas and drive better outcomes.
- AI and automation: Use artificial intelligence to automate repetitive tasks and provide faster resolutions for common issues.
In addition to these, Zendesk offers a wide range of other features, including Messaging, Help Center, Voice, Workforce Engagement Management, and Quality Assurance, ensuring a comprehensive service management solution tailored to your business's needs.
Zendesk for Service main benefits
#1: Create meaningful connections
Meet customers where they are and personalize every interaction to build trust and loyalty.
#2: Scale your service offering
Adapt to growth effortlessly with tools that integrate seamlessly with teams and systems while maintaining robust security.
#3: Stay flexible through change
Quickly implement new solutions and customize features to match your evolving business needs without escalating costs.
Zendesk for Service’s Incident Management-related capabilities, combined with its flexibility and scalability, make it a strong contender for businesses aiming to enhance their service management processes.
Zendesk for Service integrations
Zendesk’s extensive marketplace offers a variety of integrations to enhance its capabilities, categorized into three key areas:
- Apps: Boost agent productivity and streamline workflows with apps tailored for ticketing, collaboration, analytics, and more.
- Themes: Customize the look and feel of your Help Center with a wide selection of themes to align with your brand.
- Partners: Collaborate with local experts who can assist in tailoring and integrating Zendesk with your existing systems and workflows.
Zendesk for Service pricing
Zendesk offers multiple pricing tiers to accommodate businesses of varying sizes and needs, providing flexibility and scalability:
- Support Team Plan: Starting at $19 per agent per month (billed annually), this plan is a great entry-level option for small teams. It includes essential tools like email and social media ticketing, allowing businesses to handle basic customer support needs.
- Suite Team Plan: Priced at $55 per agent per month (billed annually), this plan is ideal for teams looking for more advanced capabilities. It includes a unified agent workspace, messaging across web, mobile, and social channels, and basic automation features to improve workflows.
- Suite Professional Plan: At $115 per agent per month (billed annually), this plan is designed for scaling teams. It offers advanced features such as reporting and analytics, multichannel support, and tools for managing complex workflows.
- Suite Enterprise Plan: For $169 per agent per month (billed annually), this plan caters to large organizations with complex needs. It includes all Suite Professional features, plus custom roles and permissions, advanced workforce management tools, and a sandbox environment for testing and training.
6. Freshworks Freshservice
Freshservice, developed by Freshworks, is a comprehensive IT Service Management solution with robust Incident Management capabilities. It enables organizations to efficiently track, resolve, and analyze incidents while enhancing team productivity through intelligent automations and an integrated knowledge base.
Freshservice features
- Unified incident view: Employees can raise incidents via Slack, Microsoft Teams, email, mobile apps, or support portals. Agents manage and resolve these incidents through a single, unified view, minimizing time spent searching and maximizing response efficiency.
- Intelligent automations: With drag-and-drop automation, tickets are auto-assigned to the right agents, and AI assistance summarizes tickets while identifying similar incidents. This optimizes workflows and ensures timely incident resolutions.
- Integrated knowledge base: Freshservice’s knowledge base promotes self-service for employees, while AI helps agents auto-generate help articles and deflects simple queries with actionable responses.
Freshservice integrations
Freshservice offers a wide array of integrations to enhance ITSM processes. Featured integrations include:
- Microsoft Teams: Provides chat support, collaborative resolution, and instant notifications for IT operations.
- SecPod: Syncs devices, displays scan data, and allows patch rollbacks to strengthen security and resilience.
- Slack: Enables ticket creation, updates, and notifications for seamless collaboration between platforms.
- TeamViewer: Offers cross-platform remote access and screen control to resolve support issues efficiently.
- Jira: Facilitates the creation, linking, and notification of Jira issues without leaving the Freshservice interface.
- Azure AD: Discovers virtual assets and syncs them into Freshservice’s CMDB for unified management.
Freshservice main benefits
#1: Transform IT into a value creator
Freshservice helps businesses shift IT from a cost center to a strategic enabler by unifying tools, automating operations, and fostering collaboration—enhanced with built-in AI capabilities.
#2: Unify IT for better business performance
By integrating operations and automating workflows, Freshservice reduces complexity, enhances employee satisfaction, and ensures business continuity across departments and systems.
#3: Boost efficiency with built-in AI
Freshservice’s AI streamlines processes by automating routine tasks, enabling self-service, and providing actionable performance insights to increase productivity.
Freshservice pricing
Freshservice offers several pricing tiers to fit varying business needs:
- Starter plan: At $19 per agent per month (billed annually), this plan is ideal for small teams, including basic ITSM features like Incident Management and self-service support.
- Growth plan: Priced at $49 per agent per month (billed annually), this tier adds automation, SLA management, and expanded ITSM capabilities.
- Pro plan: Designed for scaling organizations at $95 per agent per month (billed annually), it includes features like change and release management, advanced analytics, and a service catalog.
- Enterprise plan: For $119 per agent per month (billed annually), this top-tier option provides advanced capabilities such as sandbox environments, custom modules, and enhanced security for large enterprises.
To explore the details or calculate costs for your team, visit the Freshservice pricing page.
Freshservice reviews and ratings
Freshservice boasts a solid 4.3 out of 5 rating on Gartner Peer Insights, reflecting its ease of use and scalability. Here’s a testimonial from a verified Gartner reviewer:
"Easy to use and grow if you get the right help. The person who we worked with from Freshservice was unhelpful in answering our questions and building our flows, but the AM and the help team were very helpful afterwards. The service as a whole works well and has been adopted by the business, it is easy to maintain and build as well."
Reviewer Function: Procurement
Freshservice’s focus on AI-driven efficiency, seamless integrations, and user-friendly features makes it an excellent choice for businesses looking to modernize their ITSM and Incident Management processes.
7. SolarWinds Service Desk
SolarWinds Service Desk is a robust IT Service Management tool with advanced Incident Management capabilities. It simplifies ticket creation, routing, and resolution using AI, automation, and ITIL best practices.
Designed to improve agent efficiency and end-user experiences, SolarWinds Service Desk ensures seamless service delivery across web, mobile, and popular collaboration platforms like Slack and Microsoft Teams.
SolarWinds Service Desk features
- Unified ticket creation and routing: Easily create, route, and manage incidents with an integrated system that reduces response times and improves resolution efficiency.
- AI-driven ticket deflection: Leverage AI to connect incidents with relevant knowledge base articles, enabling self-service solutions before tickets are submitted.
- Agent-focused tools: Provide customizable incident overview screens, live agent collaboration, AI-recommended fixes, and multi-ticket resolution to enhance productivity.
- Automation for efficiency: Automate repetitive tasks like ticket updates, notifications, and routing using IFTTT (If This Then That) principles, freeing up time for agents to focus on critical incidents.
- ITIL best practices: Streamline processes like incident lifecycle visualization, incident escalation, and the association of incidents with changes, all while adhering to ITIL standards.
SolarWinds Service Desk integrations
With over 200 available integrations, SolarWinds Service Desk connects seamlessly with popular tools to enhance ITSM processes. Featured integrations include:
- Microsoft Teams: Enable real-time collaboration and ticket management directly within Teams.
- Azure Active Directory: Synchronize user data and manage assets effortlessly.
- Slack: Simplify ticket creation and updates through automated notifications and platform syncing.
- Jira: Link incidents with Jira issues for streamlined development and IT workflows.
TeamViewer: Provide remote support and resolution with cross-platform access and control.
For a full list of integrations, visit the SolarWinds Service Desk integrations page.
SolarWinds Service Desk main benefits
#1: Improve agent and employee efficiency
SolarWinds Service Desk empowers agents to resolve incidents faster by automating repetitive tasks and providing tools like AI-recommended fixes and customizable dashboards.
#2: Boost user satisfaction through self-service
The platform enhances end-user experiences by connecting incidents with knowledge base articles, deflecting tickets before they are created, and enabling self-service resolutions.
#3: Streamline operations with ITIL alignment
By following ITIL best practices, SolarWinds Service Desk ensures structured and effective Incident Management, improving service delivery and business continuity.
SolarWinds Service Desk pricing
SolarWinds Service Desk offers three pricing tiers:
- Team plan: At $19 per agent per month (billed annually), this entry-level plan includes core ITSM features like Incident Management, workflow automation, and a service portal.
- Business plan: Priced at $39 per agent per month (billed annually), it adds features like asset management, custom reporting, and SLA management.
- Professional plan: At $69 per agent per month (billed annually), this plan includes advanced features such as configuration management, change management, and multiple service portals.
For more information or to calculate costs, visit the SolarWinds Service Desk pricing page.
SolarWinds Service Desk reviews and ratings
SolarWinds Service Desk holds a strong 4.3 out of 5 rating on Gartner Peer Insights, with users praising its ease of use and organization. Here’s a testimonial from a verified Gartner reviewer:
"Great tool for your IT support team. I like this platform for our tech support ticketing system in our organization. Easy to use and keep things organized. Streamlines the process, and I can follow along with tickets within my team as each time there is a comment, I get an email so I see the progress and kept in the loop."
Reviewer Function: IT
8. Ivanti Neurons for ITSM
Ivanti Neurons for ITSM is a versatile cloud-based IT Service Management solution with strong Incident Management capabilities. Built to deliver modern IT service experiences, it provides organizations with tools to automate workflows, improve efficiency, and align IT operations with business goals.
Ivanti Neurons for ITSM features
- Incident Management: Automates ticket creation, categorization, and routing for faster resolution. Provides detailed tracking and analysis to prevent recurring issues.
- Service automation: Automates repetitive tasks and workflows, helping IT teams save time and focus on critical incidents.
- Self-service capabilities: Offers an intuitive self-service portal powered by AI, enabling end-users to resolve common issues independently through knowledge articles and chatbots.
- Advanced analytics: Provides actionable insights through dashboards and reporting, helping IT teams identify trends and optimize service delivery.
- Flexibility and scalability: Supports ITIL-aligned processes, enabling businesses to customize the platform to their specific needs and scale as they grow.
Ivanti Neurons for ITSM integrations
Ivanti Neurons for ITSM integrates seamlessly with various tools using Ivanti Neurons for iPaaS. This cloud-based integration platform connects IT systems and applications across an organization, providing capabilities such as:
- Prebuilt connectors: Integrate with popular platforms like Microsoft 365, Salesforce, and ServiceNow.
- Workflow automation: Automate data flows between systems to streamline processes and improve efficiency.
- Customizable templates: Use prebuilt templates to create tailored integration workflows for specific business needs.
Ivanti Neurons for ITSM main benefits
#1: Optimize IT operations through automation
Streamline Incident Management and other ITSM processes by automating ticket routing, categorization, and resolution, freeing up time for IT staff to focus on more complex tasks.
#2: Enhance employee and end-user experience
Provide employees with an AI-powered self-service portal and knowledge base, reducing downtime and improving satisfaction for both end-users and IT teams.
#3: Gain actionable insights
Leverage advanced analytics to track performance, identify trends, and make data-driven decisions to continuously improve IT services.
Ivanti Neurons for ITSM pricing
Ivanti Neurons for ITSM offers flexible pricing tiers tailored to different organizational needs:
- ITSM Professional: Tailored for teams seeking modern IT Service Management capabilities, this plan includes core features such as IT service management, asset management, and discovery tools.
- ITSM Enterprise: Designed for organizations aiming to extend ITSM best practices beyond IT, this plan provides advanced features for cross-departmental service management.
- ITSM Premium: Ideal for businesses looking to future-proof their ITSM operations, this plan incorporates machine learning and automation for enhanced efficiency.
- ITSM Enterprise Premium: A top-tier solution for enterprises ready to deliver intelligent, organization-wide service management, leveraging advanced AI and automation tools.
To receive specific pricing information for your organization, you’ll need to contact Ivanti’s sales team.
Ivanti Neurons for ITSM reviews and ratings
Ivanti Neurons for ITSM has a strong 4.3 out of 5 rating on Gartner Peer Insights. Here’s a testimonial from a verified Gartner reviewer:
"Excellent and Versatile Choice for Companies. In the interactions we had with the vendor of the product, they were always supportive and never turned down our requests for help. When we requested something new, if it wasn't possible to do, they suggested alternatives or put us in contact with more technical people."
Reviewer Function: Software Development
Ivanti Neurons for ITSM’s blend of automation, flexibility, and customer support makes it an excellent choice for businesses seeking a cloud-based ITSM solution to enhance their Incident Management processes.
9. TOPdesk
TOPdesk is an ITSM solution that streamlines service management processes for IT, facilities, and HR teams. Its intuitive platform empowers organizations to deliver exceptional service by optimizing workflows, improving communication, and automating repetitive tasks. With a strong focus on usability, scalability, and flexibility, TOPdesk adapts to organizations of all sizes and industries.
TOPdesk main features for Incident Management
- Centralized incident logging: Allow employees to log incidents through multiple channels, including web portals, emails, or phone, while giving service teams an organized view to track and manage incidents effectively.
- Automated ticket handling: Use built-in automation to assign tickets to the right department or employee, ensuring faster resolution and streamlined workflows.
- Knowledge base integration: Integrate Incident Management with a self-service knowledge base to empower end-users to resolve common issues independently, reducing ticket volumes.
- Dashboard and reporting tools: Monitor key performance indicators, identify bottlenecks, and gain actionable insights through detailed dashboards and reporting features tailored to Incident Management.
- Flexible customization: Adapt workflows, forms, and templates to meet specific Incident Management needs, ensuring the platform aligns with your processes.
TOPdesk integrations
TOPdesk offers over 100 integrations through the TOPdesk Marketplace, enabling seamless connections with tools for virtual assistants, network scans, personnel data, and more. Organizations can also use the open API to create custom integrations, ensuring compatibility with their essential tools and systems.
TOPdesk main benefits
#1: Improve efficiency with streamlined incident handling
TOPdesk’s automated workflows and centralized Incident Management system help service teams respond faster and reduce manual workload, increasing overall efficiency.
#2: Empower employees through self-service
Integrating a knowledge base with Incident Management allows end-users to find answers to their questions, minimizing ticket volumes and empowering employees.
#3: Gain actionable insights
With advanced reporting and dashboards, service teams can track incident trends, monitor SLAs, and identify areas for improvement, ensuring continuous optimization of IT operations.
TOPdesk pricing
TOPdesk offers transparent and flexible pricing plans, tailored to fit organizations of all sizes. Pricing is determined based on the number of operators (service agents) and the features required, ensuring scalability and cost-efficiency.
- Standard plan: Includes core Incident Management capabilities and essential ITSM features.
- Professional plan: Adds advanced features like automation, integrations, and expanded reporting capabilities.
- Enterprise plan: Designed for large organizations with complex needs, offering maximum customization, dedicated support, and enterprise-grade features.
For detailed pricing and to explore the right plan for your business, visit the TOPdesk pricing page.
TOPdesk reviews and ratings
TOPdesk holds a high 4.5 out of 5 rating on Gartner Peer Insights, reflecting its strong user satisfaction and performance. Here’s a testimonial from a verified Gartner reviewer:
"Supplier Delivers Exceptional Products and Valuable Assistance. Really good supplier. Very happy with the products, and they're always willing to help or think with you. I'm also very happy with how much they inform you."
Reviewer Function: IT
TOPdesk’s intuitive design, robust Incident Management capabilities, and customer-first approach make it a trusted choice for organizations looking to enhance their service management practices.
10. PagerDuty - Incident Management platform
PagerDuty is a leading cloud-based Incident Management platform designed to help organizations detect, escalate, and resolve incidents swiftly. By integrating with various monitoring tools and services, PagerDuty ensures real-time incident response, minimizing downtime and enhancing operational efficiency.
PagerDuty main features
PagerDuty provides a robust set of features to support Incident Management. Here are five selected highlights (among many others):
- Guide remediation with roles and tasks: Clearly define incident roles like Commander, Scribe, and Liaison to ensure efficient decision-making and task assignment. Track progress using Slack and Microsoft Teams, allowing responders to focus on proactive problem-solving with less oversight.
- Collaborate and communicate: Leverage integrations with Slack and Microsoft Teams to enable seamless communication in distributed environments. Responders can act quickly without leaving their preferred platforms.
- Incident workflow automation: Automate incident-related tasks and actions to reduce response times. Time-based loops and conditional blocks provide flexibility for efficient task execution and faster resolutions.
- Build trust with internal and external stakeholders: Provide fast insights into operations and incident status. Securely communicate with customers to enhance their experience, reduce support workload, and eliminate the need for separate status page management.
- Turn every incident into an opportunity: Uncover hidden costs and gain valuable organizational insights. Drive recommendations to improve systems and better prepare for future incidents.
PageDuty main benefits
#1: Transform Incident Management
Eliminate guesswork in handling incidents with an automation-led, AI-powered system of action.
#2: Mitigate revenue and reputational risks
Reduce the chance of missing critical steps by automating manual, error-prone tasks to protect your business from potential impacts.
#3: Streamline processes for faster resolution
Guide responders through every phase—from detection to post-incident analysis—using tools like Slack to resolve incidents more efficiently.
#4: Consolidate, simplify, and save
Cut operating costs, reduce team workloads, and eliminate technical debt by minimizing tool clutter and complexity.
PagerDuty integrations
PagerDuty offers over 700 integrations through its Integration Partner Program, ensuring compatibility with the latest standards and enabling seamless workflows. Verified integrations include tools across various domains, such as monitoring, communication, and customer service.
Featured integrations include:
- AWS
- ServiceNow
- Salesforce
- Zendesk
- Atlassian
- Datadog
PagerDuty pricing
PagerDuty offers flexible pricing plans to accommodate various organizational needs:
- Free plan: Ideal for small teams or those just starting with Incident Management. This plan includes basic capabilities like incident notifications, on-call scheduling, and response reporting. Price: Free.
- Professional plan: Designed for growing teams, this plan includes features like real-time incident response, alerting, and on-call management. Price: $19 per user per month (billed annually) or $24 per user per month (billed monthly).
- Business plan: Aimed at mid-sized organizations with complex requirements, this plan adds advanced features like analytics, service orchestration, and stakeholder communications. Price: $39 per user per month (billed annually) or $49 per user per month (billed monthly).
- Enterprise plan: Tailored for large enterprises, this top-tier plan includes features such as unlimited teams, advanced analytics, customer service dashboards, and dedicated support. Pricing is available upon request for this plan.
For detailed pricing information and to determine the best plan for your organization, visit PagerDuty's pricing page.
PagerDuty reviews and ratings
PagerDuty holds a strong 4.4 out of 5 rating on Gartner Peer Insights, based on 102 reviews. Here’s a testimonial from a verified Gartner reviewer:
"After trialing multiple other similar products, we settled on Pagerduty, The deployment process was simple and well documented. Free online training is provided if required, and the support team are quick to respond."
Reviewer Function: Engineer
Why do you need IT Incident Management software?
The implementation of IT Incident Management tools within normal service operations of an organization is driven by the imperative to manage IT service disruptions with optimal efficiency and minimal business impact. At the same time, it contributes to the long-term stability, Compliance Management, and improvement of an organization’s IT services.
So, rather than a disjointed, improvised approach to incident resolution, the software provides a systematic and uniform process post incident analysis that guides IT teams through the complexities of managing unexpected service interruptions.
This includes the ability to manage incidents by logging, notifying, escalating, classifying, analyzing root causes, and resolving them effectively.
This systematic approach, which a competent tool will allow you to define within its functions, is critical because it ensures that incidents are not just addressed haphazardly but are handled according to a defined protocol that maximizes the effectiveness of the response.
Moreover, the need for IT Incident Management tools arises from the requirement to triage and prioritize incidents based on their impact to business operations. The ability to assess and categorize incidents allows for the efficient allocation of resources, ensuring that the most critical issues are addressed promptly, thereby protecting the organization from significant operational and financial repercussions.
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IT Incident Management software is also essential for optimizing the use of IT resources, as it allows you to automate routine tasks, enabling IT staff to concentrate on more complex problem-solving tasks and strategic initiatives.
The software’s role extends beyond immediate incident response to providing data-driven insights. It means that every time your team works on an incident through this software, they are collecting data to identify patterns and root causes past incidents, which is crucial for adopting a proactive approach to ITSM and continually improving practices. This not only enhances the reliability of IT services but also helps in strategic decision-making for future IT infrastructure investments and upgrades.
Finally, the software supports compliance and reporting requirements, which are crucial for organizations that must adhere to regulatory standards. It ensures that safety incidents are managed, documented, and reported consistently with these regulations, thereby avoiding potential legal and financial penalties.
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Common features to look for in incident tracking software
When evaluating whether Incident Management software integrate with tracking software, it is important to consider a range of features that can help ensure incidents are managed efficiently and effectively. Incident reporting software should seamlessly integrate into your Incident Management processes, including reporting, analyzing, and resolving incidents through a structured and collaborative approach.
Here are some of the main functionalities to look for in a tool:
- Ticket Management: The software should offer a user-friendly interface for reporting incidents and the ability to track the status of each incident from initial report to resolution. Users should be able to easily submit details about the incident and view updates throughout its progress. It should also include escalation of tickets to higher levels of support when an incident cannot be resolved at the initial level of support.
- Self-service options: Paired with the ticketing system, a self-service portal allows users to report incidents, track their status, and access a knowledge base for potential solutions without direct assistance from IT staff. This can reduce the Ticket Volume on support teams and provide quicker resolutions for users.
- Automation and workflows: The ability to automate routine tasks and define workflows is critical for streamlining the Incident Management process. Features like ticket assignment automation ensure that incidents are quickly routed to the appropriate responder. You can also define workflows with predefined resolution steps to solve incidents and automate certain tasks.
- Integration with Asset Management: Seamlessly merging the tool and your ITAM solution – InvGate Service Management, for instance, offers native integration with InvGate Asset Management – will enhance your resolution capabilities by enabling you to link relevant assets to your incident.
- Reporting capabilities: Finally, robust reporting tools are essential for analyzing incident trends, measuring response times, and monitoring the performance of the support team. Look for software that can generate detailed reports and provide actionable insights to help improve the Incident Management process.
These features collectively help in creating an efficient and responsive Incident Management system, enabling organizations to maintain high levels of service quality and minimize the impact of IT disruptions on business operations.
How to choose an Incident Management tool?
Choosing the right Incident Management software requires careful consideration of the organization’s specific needs, processes, and goals.
Here are some tips to help you select the most suitable tool for your organization:
- Assess your requirements: Understand the specific Incident Management needs of your organization. Consider the size of your user base, the complexity of your IT infrastructure, and the types of incidents you typically encounter.
- Evaluate features: Match your requirements with the features offered by different tools. Some of the essential features were described above, but you should also check that the tool you choose can handle your workflow and volume of incidents.
- Consider integrations: Look for a tool that integrates seamlessly with your existing IT infrastructure, such as your ITSM suite, CMDB, network monitoring systems, and other management tools. Integration is key to streamlining processes and ensuring a single source of truth.
- Check scalability: The tool should also be scalable enough to accommodate future growth in terms of users, IT services, and incident volume. It should be flexible enough to adapt to changing business needs without significant overhauls.
- Prioritize user experience: The solution should be user-friendly for both IT staff and end-users. A good user interface can improve adoption rates and ensure that all stakeholders can effectively use the tool.
- Examine support and training: Ensure that the vendor offers comprehensive support and training resources to help your team make the most of the tool. Good vendor support can significantly reduce the learning curve and improve the effectiveness of the Incident Management process.
- Test with a trial or demo: Take advantage of free trials or demos to test the tool in your environment (InvGate Service Management offers a 30 day free trial with no strings attached). This hands-on experience can help you assess whether the tool meets your needs and is compatible with your team’s workflow.
- Consider cost: Evaluate the cost of the tool against your budget. Consider both the upfront costs and the long-term costs of ownership, including maintenance, upgrades, and additional features.
- Read reviews and case studies: Look for reviews, testimonials, and case studies from other organizations that have used the tool. This can provide insights into the tool’s performance and the experiences of similar organizations.
- Ensure compliance: Verify that the tool complies with relevant industry standards and regulations, especially if your organization operates in a regulated industry.
To sum up
Incident Management software helps IT teams to log, track, manage, and resolve different types of incidents efficiently, minimizing the impact on business operations.
It's advisable to review user feedback, feature updates, and industry evaluations when choosing the best Incident Management software for your organization, as the market and capabilities can evolve rapidly.
Keep in mind that the best Incident Management software for your organization will depend on your specific needs, such as the size of your company, your industry, the complexity of your IT infrastructure, and your budget.
If you want to check out what can do for your Incident Management practice (and service delivery in general!), you can ask for a 30 day free trial and explore for yourself.
Frequently Asked Questions
What is Incident Management in ITIL?
Incident Management in ITIL is a comprehensive and structured process integral to the ITSM framework. Its primary goal is to manage the lifecycle of all incidents (unplanned interruptions or reductions in quality of IT services) and ensure that normal service operation is restored as quickly as possible with minimal impact on business operations.
Which tool is used for Incident Management?
A myriad of ITSM tools are employed to facilitate the Incident Management process effectively. These tools, such as InvGate Service Management, ServiceNow, BMC Remedy, Jira Service Desk, and Zendesk, are equipped with key features, that support the incident lifecycle from detection to resolution.
They provide functionalities such as ticketing systems for incident logging, categorization and prioritization features, workflow automation, reporting capabilities, and integration with other IT management systems. The choice of tool often depends on the specific needs and size of the organization, as well as the complexity of its IT infrastructure.
Is Incident Management the same as ITSM?
Incident Management is a crucial subset of ITSM but the two are not synonymous. ITSM is a broader discipline that encompasses a wide range of practices designed to align IT services with business needs. ITSM includes several processes other than Incident Management, such as Problem Management, Change Management, Release Management, and Service Level Management.
Incident Management focuses on responding to and resolving incidents effectively, ITSM addresses the strategic approach to designing, delivering, managing, and improving the way IT is used within an organization.
Who is responsible for tracking and monitoring an incident?
The responsibility for tracking and monitoring an incident typically falls upon the Incident Manager, supported by the service desk team. The Incident Manager plays a crucial role in the coordination of the incident response and ensures that all incidents are logged, categorized, prioritized, and handled by the organization's Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
The service desk team, often the first point of contact for users experiencing issues, is instrumental in the initial recording on call scheduling and communication efforts throughout the incident lifecycle.
How does Incident Management work?
Incident Management operates through a series of well-defined steps to ensure effective handling of incidents. These steps include identification, where the incident is detected and reported; logging, where the incident is recorded in a management system; categorization, where the incident details and it is classified according to a predefined set of criteria; prioritization, where it is ranked based on impact and urgency; initial diagnosis, where an attempt is made to understand the incident; escalation, where the incident is moved to higher levels of expertise if necessary; resolution, where a solution is found and implemented; and closure, where the incident is formally closed after confirmation that the normal service has been restored.
What are the five stages of the Incident Management process?
The five stages of the Incident Management process are:
- Identification and logging: This stage involves detecting incidents as they occur and documenting them comprehensively in an Incident Management system.
- Categorization and prioritization: In this stage, incidents are classified according to their nature and impact, and a priority level is assigned to determine the order and speed of response.
- Initial diagnosis: Here, the goal is to gather sufficient information to understand the incident and start considering potential solutions or workarounds.
- Escalation: This stage involves transferring the incident to higher levels of support or management if it cannot be resolved within the initial support level.
- Resolution and recovery: The final stage focuses on resolving the incident and restoring service to its normal operating level, followed by a formal closure of the incident in the system.
What are the KPIs of Incident Management?
Key Performance Indicators (KPIs) for Incident Management are metrics used to evaluate the effectiveness and efficiency of the process. These KPIs include:
- End user satisfaction rates: The number of end users or customers satisfied with the IT services provided to them.
- Cost per ticket: The average expense associated with each ticket.
- Average initial response time: The average time taken to respond to each incident.
- Average resolution time: The average duration taken to resolve an incident.
- First call resolution rate: The percentage of incidents resolved in the first call.
- SLA compliance rate: The percentage of incidents resolved within an SLA.
- Number of repeat incidents: The count of identical incidents logged within a specific time frame.
- Reopen rates: The percentage of resolved incidents that were reopened.
- Incident backlog: The number of incidents pending in the queue without resolution.
- Percentage of major incidents: The number of major incidents compared to the total number of incidents.
