Including Incident Management software in your IT Service Management (ITSM) strategy has become a critical tool for maintaining the seamless operation of business IT systems. This technology isn't just about putting out fires; it's about keeping the digital pulse steady and strong.
When IT hiccups occur, this software steps in with a systematic approach to fix it, so that such interruptions don't further interfere with your organization's operations and potentially cause downtime or financial losses.
In this article, we'll delve into the indispensable role Incident Management solutions play in today's technology-driven workspaces. Also, we will provide a review of the top Incident Management software options of 2024 and a set of tips to choose the right tool for your organization.
Let 's dig in!
Table of contents
- TL;DR
- What is Incident Management software?
- Why do you need Incident Management software?
- 11 best Incident Management software in 2024
- 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 software 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.
An "incident" in this context typically refers to any unexpected event that disrupts or reduces the quality of 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.
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 tools 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.
Moreover, the need for IT Incident Management software 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.
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, 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 incidents are managed, documented, and reported consistently with these regulations, thereby avoiding potential legal and financial penalties.
11 best Incident Management software in 2024
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.
1. InvGate Service Desk
InvGate Service Desk offers a user-friendly interface with robust features for efficient Incident Management and resolution. It was featured in the 2024 Gartner’s Guide for ITSM platforms.
InvGate Service Desk 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.
- 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 Desk 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 Insight, 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 Desk leverages AI through features like Support Assist and AI Responses to enhance productivity and performance.
- Reporting and dashboards: Finally, you can monitor incident trends and performance for informed decision-making and improvements.
2. ServiceNow
ServiceNow overview
ServiceNow provides Incident Management workflows and integration options.
ServiceNow features
- Automated Incident Management workflows.
- Integration options for incident resolution.
- Service portal for end-users.
- Reporting and analytics tools.
3. Atlassian Jira Service Management
Atlassian Jira Service Management Overview
Jira Service Management is known for its issue tracking and Project Management features, it's a favorite among agile teams.
Atlassian Jira Service Management features
- Issue tracking for efficient Incident Management.
- Project Management for incident resolution.
- Change Management for controlled implementation of changes.
- Service portal for end-users.
- Reporting and analytics tools.
4. BMC Helix ITSM
BMC Helix ITSM overview
BMC Helix ITSM provides a cloud-based solution with automation capabilities, promoting efficiency and scalability.
BMC Helix ITSM features
- Cloud-based Incident Management.
- Cognitive automation for efficient incident resolution.
- Problem Management.
- Change Management.
- Self-service portal.
5. Zendesk
Zendesk overview
Zendesk is renowned for its ease of use and strong customer support features, suitable for businesses of all sizes.
Zendesk features
- User-friendly incident ticketing and tracking.
- Knowledge base for incident resolution.
- Multi-channel support.
- Customer self-service portal.
- Reporting and analytics tools.
6. Freshworks
Freshworks overview
Freshworks is an intuitive, AI-driven platform that makes Incident Management and other ITSM processes simpler.
Freshservice features
- AI-driven Incident Management.
- Incident and Problem Management.
- Change Management.
- Service catalog and Asset Management.
- Mobile app for on-the-go incident resolution.
7. SolarWinds Service Desk
SolarWinds Service Desk overview
SolarWinds Service Desk offers automated incident and Problem Management with a user-friendly service portal.
SolarWinds Service Desk features
- Automated incident and Problem Management.
- Change Management.
- Asset Management.
- Service portal for end-users.
- Reporting and analytics tools.
8. Ivanti Neurons
Ivanti Neurons Overview
Ivanti Neurons Delivers a flexible and secure platform with customizable incident management workflows that can be tailored to fit complex IT and business needs.
Ivanti features
- Customizable Incident Management workflows.
- Problem and Change Management.
- Service Level Management.
- Integration with other business systems.
- Incident analysis and reporting capabilities.
9. Cherwell IT Service Management
Cherwell IT Service Management overview
Cherwell IT Service Management provides a no-code platform for easy customization and robust Incident Management capabilities.
Cherwell IT Service Management features
- No-code customization for Incident Management.
- Incident and Problem Management.
- Change Management.
- Service catalog and Request Management.
- Incident analysis and reporting tools.
10. ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus overview
ManageEngine features a complete set of tools for managing incidents and improving service delivery.
ManageEngine ServiceDesk Plus features
- Incident management workflows.
- Problem and Change Management.
- Service Level Agreement (SLA) Management.
- Self-service portal.
- Reporting and analytics tools.
11. TOPdesk
TOPdesk overview
TOPdesk with its emphasis on simplicity and integrated service management facilitates an easy user experience for Incident Management.
TOPdesk features
- Simplified Incident Management processes.
- Integrated Service Management capabilities.
- Change Management.
- Self-service portal.
- Reporting and analytics tools.
Common features to look for in incident tracking software
When evaluating incident tracking software, it is important to consider a range of features that can help ensure incidents are managed efficiently and effectively.
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 Desk, for instance, offers native integration with InvGate Insight – 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 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: 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 Desk 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 InvGate Service Desk 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 Desk, 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:
- 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.
