What is Incident Management software?

Incident Management software is a tool that helps IT teams log, track, and resolve service incidents efficiently, ensuring minimal disruption to business operations.. An "incident" in this context typically refers to any unexpected event that disrupts or reduces the quality of an IT service. The goal of Incident Management software 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 ensure that IT systems remain reliable and available.

Why do you need IT Incident Management software?

The implementation of IT Incident Management software within 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, 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 that guides IT teams through the complexities of managing unexpected service interruptions. 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.

What are some common features to look for in incident tracking software?

Some of the main functionalities to look for in a tool Ticket Management, self-service options, automation and workflows, integration with ITAM, and reporting capabilities. When evaluating incident tracking software, it is important to consider a range of features that can help ensure incidents are managed efficiently and effectively.

How to choose an Incident Management tool?

Choosing the right Incident Management tool 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, evaluate features, consider integrations, check scalability, prioritize user experience, test with a trial or demo, consider cost, and read reviews and case studies.

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 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 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 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: 1. Identification and logging: This stage involves detecting incidents as they occur and documenting them comprehensively in an incident management system. 2. 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. 3. Initial diagnosis: Here, the goal is to gather sufficient information to understand the incident and start considering potential solutions or workarounds. 4. Escalation: This stage involves transferring the incident to higher levels of support or management if it cannot be resolved within the initial support level. 5. 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.

Incident Management Software: 15 Tools Compared (2026)

Incident Management software helps IT teams detect, prioritize, coordinate, and resolve service disruptions before they affect users and business operations further. These platforms centralize alerts, tickets, communications, escalation workflows, and response activities so teams can act faster during outages or performance issues.

As IT environments grow more complex, managing day-to-day service interruptions becomes a critical challenge. In fact, research shows that the average IT team spends 30% of its time handling incidents and disruptions — time that could be better spent on strategic initiatives.

In this article, we’ll review the best Incident Management tools and platform options of 2026, highlighting features such as real-time incident detection, resolution, root cause analysis, notification and escalation, and more.

InvGate Service Management

ITSM software

4.8 Gartner

★ ★ ★ ★ ★

Quick takeaways

Choose a full ITSM platform when you need end-to-end processes (incident, problem, change) and shared context; go with alerting/AIOps tools when speed, noise reduction, and on-call response are the priority.
Focus on must-haves first: centralized logging, escalation workflows, SLA tracking, and CMDB integration; treat AIOps, on-call scheduling, and postmortem automation as add-ons.
Run a 2–3 week pilot with real incidents; test routing, escalation, and resolution flows. Validate outcomes: response times, handoffs, and visibility.

What Incident Management software has to cover

Incident Management software is the platform IT teams use to record, prioritize, assign, investigate, and resolve service disruptions in a structured way. It provides a central system for tracking incidents throughout their lifecycle, helping teams coordinate response efforts, restore services faster, and maintain a complete record of actions taken.

In the context of IT Service Management (ITSM), Incident Management software supports the practices described in ITIL's Incident Management process, whose primary objective is to restore normal service operation as quickly as possible while minimizing business impact.

The exact capabilities depend on the type of incident management tool you choose. An ITSM platform typically covers the full incident lifecycle, while incident response and alerting tools put more emphasis on real-time detection, on-call coordination, escalation, and response.

ITSM platforms with incident management capabilities:

These platforms treat incident management as one component of a larger service management practice. They typically support ITIL processes and include capabilities such as SLA management, CMDB integration, Knowledge Management, service request handling, and configurable workflows.

Examples include InvGate Service Management, ServiceNow, Jira Service Management, Freshservice, and ManageEngine ServiceDesk Plus.

Alerting and incident response tools:

These tools focus on real-time detection, escalation, on-call management, and coordination during active incidents. They are commonly used by DevOps, Site Reliability Engineering (SRE), and operations teams that need immediate visibility into outages and performance issues.

Examples include PagerDuty, incident.io, BigPanda, and New Relic.

The term "Incident Management" can also appear in other disciplines, such as cybersecurity, workplace safety, or emergency response. Throughout this article, however, we focus specifically on IT Incident Management and the tools used to manage IT service disruptions.

What to look for in Incident Management solutions

Once you know what your incident process needs to cover, evaluate the software around the capabilities that support each stage. Key areas include:

Incident intake and detection: How incidents enter the system, whether through users, monitoring tools, integrations, or automated detection.
Prioritization and impact assessment: Options for assigning severity, urgency, priority, and affected services so teams can focus on incidents with the greatest business impact.
Assignment and escalation: Rules for routing incidents to the right team, escalating based on conditions or SLAs, and notifying the people responsible for response.
Workflow automation: Configurable workflows that handle repetitive steps such as assignment, notifications, approvals, escalations, and follow-up tasks.
Collaboration and communication: Shared incident context, internal collaboration, responder coordination, and stakeholder notifications during major incidents.
Service and asset context: Connections to services, configuration items, and assets that help responders understand what is affected and where to start investigating.
Knowledge and resolution support: Access to known solutions, documentation, and related incidents while the team is working toward resolution.
Reporting and post-incident analysis: Incident timelines, SLA and response metrics, trends, and records that can support reviews and service improvement.

Comparison table

Sotware	Starting Price	Best for	Free trial	Gartner rating
InvGate Service Management	Starter plan: 24.98/agent/month billed annually for 5 agents minimum.	Mid-sized and enterprise IT teams that want fast setup and strong ITIL support	Yes (30 days)	4.8/5
ServiceNow	Contact sales	Large enterprises with complex workflows and multi-department operations	No	4.3/5
Jira Service Management	$25/month for 3 agents (Standard)	DevOps and IT teams already using Atlassian products	Yes (7 days, cloud)	4.4/5
BMC Helix	Contact sales	Large IT environments with complex service dependencies.	Yes (14 days)	4.3/5
Freshservice	Starts at $19/agent/month	Growing IT teams that want an easy-to-use service desk	Yes (14 days)	4.2/5
SolarWinds Service Desk	Starts at $39/agent/month	IT departments that need structured Incident Management without extensive customization	Yes (30 days)	4.3/5
ManageEngine ServiceDesk Plus	Starts at $13/technician/month	Organizations that prefer a modular approach and want to expand their ITSM capabilities over time.	Yes (30 days)	4.4/5
Atera	Starts at $149/month	MSPs that prefer per-technician pricing	Yes (30 days)	4.6/5
HaloITSM	Depends on number of agents	IT teams that need flexible workflow customization	Yes (30 days)	4.5/5
Xurrent	Contact sales	Enterprise service management and support operations	Free tier	Not listed
NinjaOne	Contact sales	Managed service providers (MSPs) supporting multiple clients.	Yes (14 days)	4.7/5
PagerDuty	Starts at $21/user/month	Incident response and on-call management for operations teams	Yes (14 days)	4.6/5
BigPanda	Contact sales	Enterprise incident correlation and event management	No	4.5/5
New Relic	Free tier available; paid plans based on usage	Engineering teams focused on observability and incident detection	Free tier	4.4/5
Rootly	Starts at $20/ user/month	Engineering and SRE teams that need incident response, on-call, and AI-assisted investigation	Yes (14 days)	Not listed

The 15 best incident management tools

Methodology: how we evaluated these tools

This evaluation is based on independent research and industry benchmarks, not solely on our product’s capabilities. All information is accurate as of May 2026 and will be reviewed regularly to reflect product updates and market changes.

While InvGate develops and offers IT Service Management and IT Asset Management software, this guide is based on research and industry benchmarks, not solely on our product’s features. We evaluated each tool using a consistent set of criteria focused on real-world use: core incident management functionality, usability, integrations, scalability, and customer support.

Our research draws from publicly available sources, including vendor websites and documentation, user reviews from platforms such as Gartner Peer Insights, G2, and Capterra, analyst reports, and hands-on testing or demos when available. The aim is to present a fair comparison for organizations of different sizes and levels of complexity.

Pricing information was reviewed based on what vendors make publicly available, recognizing that many tools use modular pricing or are sold as part of broader ITSM platforms. User ratings and reviews were verified in May 2026 and cross-checked across multiple review platforms to reflect current customer feedback.

1. InvGate Service Management

InvGate Service Management is an IT Service Management solution designed to provide robust Incident Management capabilities with a strong focus on usability and fast implementation. It is PeopleCert verified for Incident Management, a globally recognized accreditation that ensures alignment with ITIL® best practices.

Its modern design and no-code workflow editor give IT teams the ability to adapt the tool quickly without depending on developers, making it a strong option for organizations that want flexibility.

- InvGate Service Management Gartner Peer Reviews score: 4.8

InvGate Service Management features

Incident Management with automation and categorization.
Service catalog with customizable request forms.
Workflow automation using a no-code editor.
Reporting and dashboards. Finally, you can monitor incident trends and performance for informed decision-making and improvements.
Integration with IT Asset Management (ITAM). The tool natively integrates with InvGate Asset Management, enabling incident records to be linked to configuration items (CIs) and other managed assets. Technicians can access asset details, ownership information, software inventory, and asset history.
AI features for Incident Management: InvGate Service Management leverages AI through features like Major Incident Detection, Solution Recommendations, Quick Replies, and more to enhance productivity and performance.

InvGate Service Management pricing

Subscription-based pricing with flexible user tiers:

Starter: 24.98/agent/month billed annually and 5 agents minimum - $1499/year.
Pro: $500/agent/year. 5-50 agents.
Enterprise: Custom pricing for larger organizations.

InvGate Service Management offers a 30-day free trial with no credit card required.

All prices are subject to change and provided for informational purposes only. Final pricing depends on a formal evaluation; a signed quote from an authorized Sales Representative is required for all binding agreements.

2. ServiceNow

ServiceNow is a globally established IT Service Management platform, offering a comprehensive suite that extends well beyond Incident Management. It combines ITSM, IT operations management, HR services, and more into a single ecosystem.

The platform typically integrates incident workflows with problem, change, and configuration management using a shared configuration management database (CMDB).

- ServiceNow IT Service Management Gartner Peer Insights score: 4.3

Key features of ServiceNow

AI-assisted incident assignment and resolution.
Integrated knowledge management.
Multi-channel support (portal, chat, email, phone).
SLA tracking with escalations.
Advanced reporting and analytics.
Unified platform for ITSM, ITOM, ITBM, and beyond.

ServiceNow pricing

ServiceNow offers enterprise-tailored pricing on request. Incident Management is included within the ITSM suite

3. Jira Service Management

Example of Jira Service Management's interface.

Jira Service Management is Atlassian’s ITSM solution designed to support collaborative DevOps and IT teams. Its Incident Management capabilities center on triaging issues, tracking their status through customizable workflows, and connecting incidents with underlying development work.

The tool integrates with Atlassian’s broader ecosystem (such as Jira Software and Confluence) to link incident tickets to change and problem tracking.

- Jira Service Management Gartner Peer Insights score: 4.4

Key features of Jira Service Management

Incident tracking and categorization.
Real-time collaboration with Jira Software integration.
Automation rules for routing and updates.
Service catalog and request portal.
SLA management and reporting.

Jira Service Management pricing

The Standard plan starts at about $20–$25 per agent/month, billed annually. As your team grows, the per-agent cost decreases with volume tiers, making it cheaper at scale.

Higher tiers include Premium (~$50/agent/month) and Enterprise (custom pricing). JSM also offers a free tier for up to 3 agents.

- Checked on: August 2026 (US), official web.

4. BMC Helix ITSM

bmc-helix-interface-1

BMC Helix is a cloud-based ITSM suite designed for enterprise-scale service delivery. It includes Incident Management, AI-driven automation, cognitive service agents, and integrations with IT operations.

The incident management component focuses on detecting, categorizing, and resolving service interruptions while providing analytics and contextual data to support faster recovery.

- BMC Helix ITSM Gartner Peer Insights score: 4.3

Key features of BMC Helix

AI-powered incident triage.
Multi-channel support.
Predictive analytics and dashboards.
CMDB and asset integration.
Workflow automation.

BMC Helix ITSM pricing

To learn about pricing, organizations should contact BMC’s sales team for a custom quote based on their specific requirements.

5. Freshservice

Example of Freshservice's interface.

Freshservice, by Freshworks, is an ITSM platform that supports Incident Management as part of a unified Service Management suite. It enables teams to track, prioritize, and resolve IT issues using a ticketing system designed to follow ITIL practices, with automation options and reporting tools to monitor performance.

- Freshservice Gartner Peer Insights score: 4.2

Key features of Freshservice

Incident and Request Management.
AI-powered ticket classification.
Workflow automation.
Service catalog with customizable forms.
Reporting and analytics dashboards.

Freshservice pricing

Freshservice offers several pricing tiers to fit varying business needs (billed annually):

Starter plan: At $19 per agent per month.
Growth plan: Priced at $49 per agent per month.
Pro plan: Designed for scaling organizations at $95 per agent per month.
Enterprise plan: For $99 per agent per month.

- Checked on August 2026 (US) official website.

6. SolarWinds Service Desk

solarwinds-web-help-desk-interface

SolarWinds Service Desk is a cloud-based ITSM platform offering ITIL-aligned workflows. Its incident management system helps capture and handle incident tickets, with AI-driven tools for routing and resolution, connections to knowledge bases, and reporting dashboards. It’s built to unify tickets, service requests, and related ITSM data in one service portal.

- SolarWinds Service Desk Gartner Peer Insights score: 4.4

Key features of SolarWinds Service Desk

Incident Management and request tracking.
Service catalog with workflows.
Asset and configuration management.
SLA tracking.
Custom dashboards and reporting.

SolarWinds Service Desk pricing

SolarWinds Service Desk offers three pricing tiers (billed annually):

Essentials: At $39 per agent per month.
Advanced plan: Priced at $99 per agent per month.
Premier plan: At $124 per agent per month.

- Checked on: August 2026 (US), official website.

7. ManageEngine ServiceDesk Plus

Example of ManageEngine's interface.

ManageEngine ServiceDesk Plus is a popular ITSM tool that combines Incident Management, Asset Management, and project management capabilities. It provides both on-premise and cloud deployment options, making it flexible for different organizational needs.

It’s particularly appealing to mid-sized companies looking for a cost-effective ITSM platform with extensive configuration options.

- ManageEngine ServiceDesk Plus Gartner Peer Insights score: 4.4

Key features of ManageEngine ServiceDesk Plus

Incident and request tracking.
Multi-channel support.
Visual workflows with multistage notifications
SLA and escalation management.
IT asset and CMDB integration.
Custom reporting and dashboards.

ManageEngine ServiceDesk Plus pricing

Cloud pricing tiers:

Standard: Starts from $13 / technician / month
Professional: Starts from $27 / technician / month
Enterprise: Starts from $67 / technician / month

Note: For Professional and enterprise tiers, price changes also depend on the number of assets. There are also add-ons available.

- Checked on: August 2026 (US), official website.

8. Atera

Atera is an all-in-one RMM (remote monitoring and management) and PSA (professional services automation) solution for MSPs.

The platform includes ticketing and Incident Management features, oriented toward MSPs and IT teams needing incident tracking tied closely to endpoint and network observability.

- Atera Gartner Peer Insights score: 4.3

Key features of Atera

Ticketing and incident tracking.
Automated monitoring and alerts.
Remote device management.
SLA tracking.
Reporting and analytics.

Atera pricing

Subscription model per technician, not per device.

Professional: $149 per technician/month.
Expert: $189 per technician/month.
Master: $219 per technician/month.

- Checked on: August 2026 (US), official website.

9. HaloITSM

Example of HaloITSM's interface.

HaloITSM is a UK-based ITSM tool designed to provide enterprise-grade ITIL-aligned features with flexibility in deployment (cloud or on-premise).

It supports workflows for capturing incidents, assigning priorities, and resolving service interruptions, and connects incident records with other ITSM processes like Pproblem and Change Management.

- HaloITSM Gartner Peer Insights score: 4.6

Key features of HaloITSM

Incident Management workflows.
Service catalog with automation.
Change and Problem Management.
SLA and escalation management.
Reporting and dashboards.

HaloITSM pricing

Named licenses: $99 per agent/month, billed annually, starting at 6 agents. The per-agent price decreases for larger teams (for example, $89 per agent/month for 50 agents).
Concurrent licenses: $198 per agent/month, billed annually, starting at 6 licenses. Pricing decreases as the number of concurrent licenses increases.
Free trial: 30 days.

- Checked on: August 2026 (US), official website.

10. Xurrent

Xurrent is an Enterprise Service Management (ESM) and Incident Management platform designed for organizations that need structured service operations across IT and other business departments. The platform combines incident tracking, workflow automation, service request management, and collaboration tools in a single environment.

- Xurrent Gartner Peer Insights score: 4.5/5

Key features of Xurrent

Incident and Service Request Management.
Workflow automation and SLA tracking.
Self-service portal and knowledge base.
AI-assisted ticket categorization and routing.
Reporting and analytics dashboards.

Xurrent pricing

Pricing available on request.

11. NinjaOne

NinjaOne is primarily an Endpoint Management and remote monitoring platform, but it also includes ticketing and Incident Management features. It’s best suited for MSPs (managed service providers) and IT teams managing distributed endpoints.

Its Incident Management features allow teams to accept, prioritize, route, and respond to tickets, with automation and endpoint actions available from the ticket interface.

- NinjaOne Gartner Peer Insights score: 4.8

Key features of NinjaOne

Incident tracking through the ticketing system.
Endpoint monitoring and Remote Management.
Automated patch management.
Alerts and notifications for incidents.
Reporting on device health and issues.

NinjaOne pricing

Pricing available on request. Typically subscription-based per device or endpoint.

12. PagerDuty

PagerDuty interface.

PagerDuty offers a digital operations platform centered on incident response and real-time coordination. Its incident management capabilities focus on detecting and escalating operational issues, automating workflow responses, and keeping teams aligned throughout the lifecycle from alerting to remediation and learning.

PagerDuty integrates with monitoring and service tools to route incidents and support on-call workflows and post-incident review.

- PagerDuty Gartner Peer Insights score:4.2

Key features of PagerDuty

Real-time incident alerting.
On-call scheduling and escalation.
Automated workflows for incident response.
Integrations with monitoring and ITSM tools.
Analytics and reporting on incident trends.
DevOps and SRE alignment.

PagerDuty pricing

Team: $21 per user/month.
Business: $41 per user/month.
Enterprise plan: custom pricing.

Free tier available (basic features for up to 5 users). - Checked on: August 2026, official website.

13. BigPanda

BigPanda is an AIOps platform focused on event correlation, incident detection, and noise reduction. It works alongside ITSM tools to reduce alert fatigue and accelerate root cause analysis.

- BigPanda Gartner Peer Insights score: 4.4

Key features of BigPanda

Event correlation and alert deduplication.
Root cause analysis with AI.
Incident auto-creation in ITSM platforms.
Integrations with monitoring and observability tools.
Dashboards for incident insights.

BigPanda pricing

Pricing on request. The subscription model is based on data volume and users.

14. New Relic

New Relic provides observability and monitoring across applications and infrastructure. Its Incident Management features are generally tied to alerting and response workflows triggered by metrics, traces, or logs exceeding thresholds, enabling teams to act on performance and reliability issues detected in real time.

- New Relic Gartner Peer Insights score: 4.6

Key features of New Relic

Application performance monitoring.
Infrastructure monitoring.
Alerts and anomaly detection.
Integrations with ITSM and incident response tools.
Dashboards and analytics.

New Relic pricing

Usage-based pricing. Free tier with 100GB/month of data ingest. The prices of their Standard, Pro, and Enterprise plans are only available upon request.

15. Rootly

Rootly is an Incident Management platform built around on-call operations and real-time incident response. It brings incident coordination into Slack and Microsoft Teams, with workflows for incident roles, communications, action items, and automated response processes. The platform also includes AI capabilities for incident investigation and root cause analysis, along with post-incident retrospectives and a service catalog that provides ownership and dependency context.

- Rootly is not listed in Gartner Peer Insights.

Key features of Rootly

Incident response directly in Slack and Microsoft Teams.
On-call scheduling, alerting, routing, and escalation policies.
Automated incident workflows and runbooks.
AI-assisted investigation and probable root cause analysis.
Retrospectives with action-item tracking.
Service catalog with ownership and dependency context.
Status pages and stakeholder communications.
100+ integrations, including Datadog, GitHub, Jira, Grafana, New Relic, and Sentry.

Rootly pricing

Essentials: $20 per user/month.
Enterprise: Custom pricing.

- Checked on: August 2026, official website.

Frequently Asked Questions

What features matter most for major Incident Management?

For major incidents, look for fast escalation, clear ownership, predefined workflows, and communication support. Real-time visibility, automated notifications, and the ability to coordinate across multiple teams make a noticeable difference when incidents have a wide impact.

How do I compare incident management tools by pricing?

Pricing varies based on how each tool is packaged. Some charge per technician or agent, others per node or monitored asset. Many tools are part of a larger ITSM platform, where Incident Management is bundled, and advanced features are sold as modules. To compare fairly, factor in users, assets, required modules, and support levels, then look at the total annual cost rather than the base price.

Is Incident Management part of ITSM and ITIL?

Yes. Incident Management is a core ITSM practice and a foundational process in ITIL. ITIL defines incident management as the practice responsible for restoring normal service operation as quickly as possible while minimizing business impact.

Disclaimer: All product names, logos, and brands are property of their respective owners. All company, product, and service names used on this site are for identification purposes only. Use of these names, trademarks, and brands does not imply endorsement. Comparisons are based on publicly available information as of May, 2026 and are provided for informational purposes only. ServiceNow is a registered trademark of ServiceNow, Inc. InvGate is not affiliated with, sponsored by, or endorsed by ServiceNow.