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.

14 Best Incident Management Software For 2026: Tool List & Review

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 over 20% of its time handling incidents—time that could be better spent on strategic initiatives. Preparing for 2026, investing in a reliable IT Incident Management solution can help organizations reduce downtime, improve response times, and keep services running smoothly.

Incident Management software is a tool that helps IT teams log, track, and resolve service incidents efficiently, ensuring minimal disruption to business operations.

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

★ ★ ★ ★ ★

Why trust us?

While we offer an Incident Management solution, this guide is based on research and industry benchmarks, not solely on our product’s features. We evaluated multiple platforms based on usability, core features, customer feedback, and scalability to provide a fair comparison for organizations of different sizes.

Our goal is to help IT teams make informed decisions and understand what each solution brings to the table, whether you choose our platform or another market leader.

Incident Management solutions: must-have features

When evaluating IT Incident Management software, certain features are essential to streamline response and reduce downtime. Here are five must-have capabilities:

Centralized incident tracking – Capture all incidents in one place so nothing falls through the cracks.
Automated workflows – Route incidents automatically to the right team or technician.
SLA and escalation management – Ensure incidents are resolved within agreed timelines.
Knowledge base integration – Provide agents with quick access to solutions and reduce repetitive work.
Reporting and analytics – Track incident trends and team performance and identify areas for improvement.

14 best Incident Management software for 2026: Expert review

As we mentioned, Incident Management is a key element of an IT Service Management strategy, so this list brings together ITSM solutions that incorporate capabilities that are fit for managing incidents swiftly.

Click on any tool to jump to more details.

	Hosting	Free Trial	Customer rating (Gartner)
InvGate Service Management	Cloud and on-premise	Yes (30 days)	4.8/5
ServiceNow	Cloud	No	4.3/5
Jira Service Management	Cloud and on-premise	Yes (7 days, cloud)	4.4 / 5
BMC Helix	Cloud	Yes (14 days)	4.3/5
Freshservice	Cloud	Yes (14 days)	4.2/5
NinjaOne	Cloud	Yes (14 days)	4.7/5
Solarwinds Service Desk	Cloud	Yes (30 days)	4.3/5
ManageEngine ServiceDesk Plus	Cloud and on-premise	Yes (30 days)	4.4/5
Atera	Cloud	Yes (30 days)	4.6/5
HaloITSM	Cloud and on-premise	Yes (30 days)	4.5/5
PagerDuty	Cloud	Yes (14 days)	4.6/5
BigPanda	Cloud	No	4.5/5
New Relic	Cloud	No (free tier w/ usage limit)	4.4/5
Incident.io	Cloud	Yes (14 days)	Not listed

Let's take a look at the best Incident Management software options out there.

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 features

Incident Management with automation and categorization.
Service catalog with customizable request forms.
Workflow automation using a no-code editor.
Built-in reporting and dashboards with KPIs.
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.
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 pros

Intuitive and user-friendly interface for both agents and end-users.
No-code workflow builder simplifies customization.
Faster implementation compared to enterprise-heavy platforms.
Strong focus on value-for-money without sacrificing ITIL alignment.
Can integrate with existing IT ecosystems.

InvGate Service Management cons

Fewer third-party marketplace integrations compared to bigger vendors.
Advanced features may require InvGate Asset Management for full asset visibility.

InvGate Service Management testimonials and ratings

InvGate Service Management consistently receives high ratings on Gartner, users highlight ease of use and strong support.

"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."

– User review from Gartner, IT Manager.

InvGate Service Management pricing

Subscription-based pricing with flexible user tiers:

Starter at $17/agent/month up to 5 agents.
Pro at $40/agent/month from 6-50 agents.
Enterprise offers custom pricing for larger organizations with tailored requirements and unlimited scalability.

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

2. ServiceNow

Example of ServiceNow's interface.

ServiceNow is one of the most established IT Service Management platforms globally, offering a complete suite that extends well beyond Incident Management. Built for large enterprises, it combines ITSM, IT operations management, HR services, and more into a single ecosystem.

Its Incident Management capabilities are highly configurable, with powerful automation, AI features, and scalability.

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.

ServiceNow pros

Highly scalable to enterprise environments.
Extensive customization and automation options.
Large ecosystem of integrations and apps.
Unified platform for ITSM, ITOM, ITBM, and beyond.

ServiceNow cons

High implementation and licensing costs.
Steep learning curve.
Implementation can be lengthy and resource-heavy.

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 a 4.3 out of 5 rating.

"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."

User review from Gartner, IT Professional

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, from Atlassian, is an ITSM solution that extends Jira’s issue-tracking platform into service delivery and support. Its strength lies in integration with Jira Software, making it especially attractive to organizations that already rely on Atlassian tools for project management and development.

It offers flexible workflows, automation, and a collaborative environment, making it a good fit for teams practicing DevOps or agile methodologies.

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 pros

Strong alignment with agile and DevOps teams.
Easy integration with the Atlassian ecosystem.
Affordable compared to enterprise-heavy platforms.
Large marketplace for extensions and apps.

Jira Service Management cons

Limited out-of-the-box ITIL processes compared to competitors.
Scaling to enterprise-level requirements can be challenging.
Advanced reporting requires add-ons.

Jira Service Management reviews and ratings

Users value the alignment with development workflows but often mention the need for additional plugins and configuration effort to get full ITSM functionality. Gartner rating: 4.4/5

"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."

User review from Gartner, Operations Manager

Jira Service Management pricing

Atlassian offers four pricing tiers for Jira Service Management, catering to teams of all sizes and needs:

Free Plan: Up to 3 agents, free of charge.
Standard Plan: Around $21 per agent per month (billed annually), this tier supports up to 5,000 agents.
Premium Plan: Designed for advanced needs at $47 per agent per month (billed annually).
Enterprise Plan: Tailored for large enterprises, pricing is available upon request.

For detailed pricing or to calculate costs for your team, visit Atlassian’s official pricing page.

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.

It’s aimed at organizations that need advanced ITIL processes and scalability.

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 pros

Strong enterprise-grade ITSM platform.
AI features improve resolution times.
Highly customizable workflows.
Scalable for global organizations.
Integration with IT operations tools.

BMC Helix ITSM cons

High cost for smaller organizations.
Complex implementation.
Steeper learning curve for admins.

BMC Helix ITSM customer reviews and ratings

BMC Helix ITSM holds 4.2 out of 5 rating on Gartner Peer Insights.

"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 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, developed by Freshworks, is a cloud-based IT Service Management platform designed to be user-friendly and fast to deploy. It offers a range of ITIL-aligned features, including Incident Management, change, problem, and Asset Management.

It’s often chosen by organizations that need a balance of usability and affordability without sacrificing ITSM essentials.

Key features of Freshservice

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

Freshservice pros

Quick to implement with minimal setup.
Intuitive interface for agents and end-users.
Affordable pricing tiers.
AI features improve ticket triage.
Integrates with the Freshworks ecosystem.

Freshservice cons

Fewer advanced customization options than enterprise platforms.
Reporting can feel limited without add-ons.
Some users report performance issues at scale.

Freshservice reviews and ratings

Freshservice has a 4.3 out of 5 rating on Gartner Peer Insights. Users appreciate its ease of use and scalability.

"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."

User review from Gartner, Procurement

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 $119 per agent per month.

To explore the details or calculate costs for your team, visit the Freshservice pricing page.

6. NinjaOne

ninjaone-asset-management

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 focus is on simplicity and integration with device management, rather than a full ITIL-aligned ITSM suite.

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 pros

Strong integration with endpoint management.
Lightweight and easy to use.
Particularly suited for MSPs.
Good automation for patching and alerts.
Cloud-first design.

NinjaOne cons

Not a full ITSM platform.
Limited ITIL alignment.
Lacks advanced change and Problem Management features.

NinjaOne pricing

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

NinjaOne customer reviews and ratings

Users love its simplicity and endpoint integration, but acknowledge it’s not a full ITSM solution. Gartner rating: 4.7/5

"NinjaOne offers a variety of tools for remote desktop services, allowing for easy changes without interrupting the user. The customer support is excellent, offering one-to-one sessions and the usual technical support. As a frequent user of all the features, there are rarely any issues. The term "needs attention" is used as an umbrella term for all issues, making it difficult to understand the specific problems at first glance. Some features, such as the script library, can be hard to find for first-time users."

User review from G2, IT

7. SolarWinds Service Desk

solarwinds-web-help-desk-interface

SolarWinds Service Desk is a cloud-based ITSM platform offering Incident Management, asset management, and service catalog capabilities. Known for being affordable and easy to use, it targets IT teams seeking essential ITSM functionality without excessive complexity.

It also includes integrations with SolarWinds’ monitoring tools, appealing to organizations already using their ecosystem.

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 pros

Affordable compared to enterprise ITSM tools.
Simple interface for both users and IT staff.
Integrates well with SolarWinds products.
Cloud-native design.
Quick deployment.

SolarWinds Service Desk cons

Limited customization flexibility.
May lack features for very large organizations.
Reporting not as advanced as premium competitors.

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

SolarWinds Service Desk pricing

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

Team plan: At $19 per agent per month.
Business plan: Priced at $39 per agent per month.
Professional plan: At $69 per agent per month.

8. 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.

Key features of ManageEngine ServiceDesk Plus

Incident and request tracking.
Multi-channel support.
SLA and escalation management.
IT asset and CMDB integration.
Custom reporting and dashboards.

ManageEngine ServiceDesk Plus pros

Strong set of ITIL-aligned features.
Flexible deployment (cloud or on-premise).
Active community and support resources.
Integrates with other ManageEngine products.

ManageEngine ServiceDesk Plus cons

Interface can feel outdated compared to newer tools.
Configuration complexity increases with scale.
Limited third-party marketplace apps.

ManageEngine ServiceDesk Plus customer reviews and ratings

Seen as a strong, budget-friendly ITSM tool with good features, but some users find the UI dated. Gartner rating: 4.4/5.

"Manageengine Servicedesk Plus is basically cloud based tool, which is easy for usage. The maintenance of the server is getting reduced. It is multiple features which we can utlise and cater to all the service requests and workflows. The implementation may be bit complex. But if it is implemented effectively it is good."

User review from G2, Senior executive

ManageEngine ServiceDesk Plus pricing

Flexible deployment-based pricing. Cloud instances start around $10 per agent/month.

9. Atera

Atera is an all-in-one RMM (remote monitoring and management) and PSA (professional services automation) solution for MSPs. It includes ticketing and Incident Management features but focuses heavily on monitoring, automation, and endpoint management.

It is designed for IT service providers and small IT teams rather than enterprises.

Key features of Atera

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

Atera pros

Transparent pricing, all-in-one tool for MSPs.
Combines RMM and ITSM functionality.
Good automation for small teams.

Atera cons

Not a full ITSM suite.
Limited ITIL alignment.
Less suitable for large enterprises.

Atera customer reviews and ratings

Gartner rating: 4.6/5. Appreciated by MSPs for being affordable and all-in-one, though not designed for enterprise ITIL needs.

"What sets Atera apart is how these key IT functions are integrated together onto a single unified interface that is very easy to use. I like the excellent visualization and control over the IT environment. I think the reporting and analytics module would benefit from more flexibility and customization."

User review from Gartner, Director IT Security and Risk Management

Atera pricing

Subscription model per technician, not per device. Plans start at $129 per technician/month.

10. 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’s known for its modern interface and strong focus on ITIL processes.

It’s a good option for organizations that want a balance between usability and advanced ITSM functionality.

Key features of HaloITSM

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

HaloITSM pros

Flexible deployment (cloud or on-premise).
Modern interface compared to some legacy vendors.
Quick configuration options.

HaloITSM cons

Smaller ecosystem compared to larger vendors.
Fewer third-party marketplace apps.
Limited presence outside Europe.

HaloITSM customer reviews and ratings

Gartner rating: 4.6/5. Users like its modern interface and ITIL alignment, but note that customization can lead to overlaps and complex setups.

"Great experience, the customer success team are extremely helpful and tailor the product to meet our changing needs. Some aspects of the configuration can be overly complex for our needs. Perhaps a set of recommended settings would be nice to guide admins when configuring new features."

User review from Gartner, IT associate

HaloITSM pricing

Cloud subscription pricing starts at around $69 per agent/month. On-premise option also available.

11. PagerDuty

PagerDuty interface.

PagerDuty is an incident response platform focused on alerting, on-call scheduling, and response automation. While not a full ITSM suite, it integrates into ITSM tools to enhance incident resolution speed and reliability.

It’s often used by DevOps and SRE teams for real-time incident response.

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.

PagerDuty pros

Best-in-class for incident alerting and response.
Strong DevOps and SRE alignment.
Large integration ecosystem.
Reliable mobile experience.

PagerDuty cons

Not a standalone ITSM platform.
Can be costly for larger teams.
Configuration can be complex for new users.

PagerDuty customer reviews and ratings

PagerDuty holds a 4.6 out of 5 rating on Gartner Peer Insights, based on 102 reviews.

"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

PagerDuty pricing

Free tier available (basic features).

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

12. 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.

It’s best suited for large organizations dealing with complex IT environments and large volumes of monitoring data.

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 pros

Strong AI and machine learning capabilities.
Reduces alert noise significantly.
Scales well for large IT environments.
Improves incident prioritization.

BigPanda cons

Expensive compared to competitors.
Not a full ITSM solution.
Complex implementation and setup.

BigPand customer reviews and ratings

Gartner rating: 4.5/5. Praised for reducing alert noise and improving root cause analysis, but often considered complex and expensive.

"The alert correlation function assists in combining similar warnings. Using an open integration hub, event management, and enrichment engine, it can store and act on information to increase profitability. The dashboard element of the tool could be improved, and it should contain a capability for querying the data. This wouldn't be the case if asset records weren't updated and the Operations had to allocate the alerts to support groups manually."

User review from G2

BigPanda pricing

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

13. New Relic

New Relic is an observability platform that includes incident detection and integrations with ITSM tools. While primarily focused on application and infrastructure monitoring, it helps detect and surface incidents in real time.

It’s commonly used by development and operations teams for proactive incident detection.

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 pros

Strong monitoring and observability features.
Helps detect incidents before they impact users.
Real-time performance insights.
Scales well for enterprise workloads.

New Relic cons

Not a dedicated ITSM platform.
Complexity grows with scale.
Cost can add up with large deployments.

New Relic customer reviews and ratings

Gartner rating: 4.5/5. Customers value its observability and monitoring power, but mention cost can rise quickly with usage.

"New Relic offers a robust and intuitive platform for monitoring and optimizing the performance of the application. Real time insights on the dashboard are valuable. Learning curve can be a bit steep for beginners. Pricing is also a bit higher considering the small teams at times. Overall, it is a powerful tool."

User review from Gartner, Senior Software Developer

New Relic pricing

Usage-based pricing. Free tier with 100GB/month of data ingest. Paid plans start at $49 per user/month.

14. Incident.io

Incident.io is a ChatOps-based Incident Management platform that helps teams coordinate and respond to outages directly within collaboration tools like Slack and Microsoft Teams. It provides a shared space where responders can declare incidents, assign roles, track actions, and share real-time status updates. It also supports structured post-incident reviews by automatically gathering timelines, decisions, and communications.

In short, incident.io is best suited for organizations that want a lightweight, collaborative approach to incident response. Its main limitation is that it doesn’t replace monitoring/alerting tools or full ITSM platforms — it’s designed to complement them by owning the collaboration and coordination layer.

Key features of Incident.io

Incident creation directly from Slack or Teams.
Automated workflows and postmortems.
On-call scheduling.
Integrations with monitoring tools.
Analytics on incident trends.

Incident.io pros

Deep integration with collaboration tools.
Automates postmortems and reporting.
Strong fit for agile and DevOps teams.

Incident.io cons

Not a traditional ITSM suite.
Smaller ecosystem compared to larger vendors.

Incident.io customer reviews and ratings

Not listed in Gartner Peer Insights. G2 rating:4.8/5.

"The platform is easy to set up and integrates well with several tools. Making it a critical part of our incident handling and communication process. Some of the best features are in the pro plan, and the price discrepancy between the basic and the pro can be daunting. Especially since incident.io doesn't handle alerting, you need to rely on a separate platform to manage alerts."

User review from G2, Technical Lead

Incident.io pricing

Starter plan: $15 per user/month
Growth plan: $25 per user/month
Enterprise pricing available on request

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.