20 incident management tools

20 Incident Management Tools in IT Service Management

An incident management tool is essentially a bug-tracking tool. However, Incident management tools aren't limited to only bugs, as incidents may also be perceived problems or anomalies that are not necessarily defects. An incident management platform needs to be able to interact with email-sending solutions, RMMs, PSAs, monitoring tools, and Internet of Things sensors.

Disruptions can significantly affect how a business operates, whether a system error causes them, a cybersecurity threat, or a service interruption. This is where incident reporting software becomes useful. They offer a systematic and effective way to identify, address, and resolve events quickly. Organizations can improve service quality and reduce downtime with IT service management software. Navigate IT incidents seamlessly within the structured framework of the IT incident management process ITSM tools

The size and complexity of your IT infrastructure, as well as the complexity of your business will determine whether or not you need an incident management tool. In smaller setups with simple operations, incident management may be sufficient without a specialised instrument. However, using an incident management platform becomes essential for effective and efficient handling in the case of large IT frameworks and intricate business structures.

Components of the Incident Management Tools

A good incident reporting software should highlight its contributions to event identification, response, analysis, and continuous improvement. Make sure to look out for the following aspects in an incident management platform to help your operations.

  • Diagnostic tools - For problems, alarms, and outages. By freezing operations for the DevOps teams, it reduces costs and improves software lifecycle management.
  • AlOps: Platform Logs and past data allow us to take advantage of artificial intelligence's capabilities. It will result in enhanced incident response, improved decision-making, and efficient resource allocation.
  • Service desks: This is where customers may file tickets, communicate with the team, and ensure that the tasks or tickets are being properly monitored. 
  • Automation: Select software with strong automation capabilities. Automation decreases the possibility of human error during crucial crises while simultaneously speeding up reaction times.
  • Customisation: Every organisation has its own set of procedures. Make sure the software enables you to customise workflows so you can match your unique organisational structure to incident management.
  • Integration: Select software that works well with the platforms and tools you already have. This avoids information silos and guarantees a unified environment for incident management.
  • Multi-Channel Warning: Events might show up in a number of ways. Make sure your software is capable of multi-channel alerting so that no incident is missed.
  • Accessibility on Mobile Devices: Events don't follow regular business hours. Invest in software that is mobile-friendly so that everyone on your team can react quickly, wherever they are.
  • Investigation and analysis - The capacity to sort through trends and comprehend the underlying abnormalities makes incident management proactive as opposed to reactive.

20 Incident Management Tools in IT Service Management

Here are 20 of the best incident management tools: 

Wolken Software

Wolken provides creative incident management solutions that let you tackle issues head-on and maintain control over your company's operations. It offers automated response plans that can distribute messages across several streams. IT service management tools empower data-driven decision-making by providing valuable insights into IT operations and service performance in today's competitive landscape.

An AI-based incident management solution from Wolken can be tailored to your company's issue management procedures. Feature-rich functions, including behaviour-based observations, assigned actions, incident and accident reporting, and root cause analysis, can help you reduce downtime significantly. 


With its broad connectors for software customisation, Instatus enables an infinite number of teammates and subscribers across all of its pricing levels. Along with your current service status, it displays incident template history, and uptime metrics. It doesn't require additional information from databases or backend servers in order to build your status pages from a CDN. 


ServiceNow is an ITSM application that enhances and accelerates IT services. Its vibrant, modern UI and well-organised dashboards surpass user experience. It also generates personalised processes between staff, clients, and technology and enables hundreds of integrations.


Driven by engineering, this incident response solution works very well with integration. With a centralised war room that supports deep dives into data and complex analytics, teams can collaborate easily. It also provides a tailored method for resolving every phase of an event, from contextual notifications to technical support.


Opsgenie guarantees that you won't overlook a crucial notification at times of system failure. With its extensive integrations into chat, ticketing, and monitoring systems, Opsgenie organises alerts, reduces noise, and notifies you via a variety of channels. This gives your team the information they need to start solving problems right away.


PagerDuty is all about collaboration. Teams can transform operations and advance the business more quickly by anticipating, automating, and accelerating key tasks. PagerDuty's innovative incident response methodology enables enterprises to produce software of superior quality, react to problems more quickly, and achieve improved business results.


Assigning roles and interacting with, monitoring, and terminating resolvers during events is made simple with xMatters. To maintain dependable services and satisfied clients, this adaptive incident management employs data-driven process enhancements, dynamic collaboration, and automated resolution.


Incident.io guarantees that whole companies can effectively communicate and handle events without ever leaving Slack. Thanks to its elegantly straightforward UI and strong workflow automation, it can help you get through tedious tasks in a matter of minutes. On the pricier side, this ITSM is built for bigger operations.


SpiceWorks is a great option for incident management, given its high quality. Nevertheless, the system is plagued by persistent advertisements that can impede navigation and lead to annoyance. Furthermore, there are no paid options available for upgrading to ad-free services.


SysAid's incident management and service request management capabilities assist you in increasing the efficacy and efficiency of your service desk and IT operations. One of the best aspects of this incident management software is its self-service portal. End users can file problems, request services, view IT announcements, communicate with IT support staff, and more.


For large enterprises, Corporater is a governance, performance, risk, and compliance (GPRC) platform. It has several applications, including handling risks and accidents in every facet of a company. Its broad-spectrum nature allows it to foster connectivity across the risks, concerns, and performance.


Zendesk is another great incident management system software that facilitates the integration of various resources to enable users to resolve issues independently before seeking IT assistance. Users can seek advice using this knowledge management database, which organises these resources. 


You can build your own internal cloud by installing SolarWinds Web Help Desk on your servers or accessing it via a web browser. IT asset management may monitor your hardware and software as it records, arranges, and ranks incidents. For businesses who choose not to use a cloud solution, SolarWinds Web Help Desk is a good choice. It allows for straightforward IT asset management and is constructed using ITIL procedures.


Incident management is more than simply a function at HappyFox. It transforms incidents into chances for improvement rather than merely ending them. It can guarantee reduced disturbance, a quicker return on service, and a smoothly functioning operational workflow thanks to its optimised procedure.


With real-time visibility and control, you can make informed decisions. Cherwell request and incident management offers simple dashboards and tools that enable you to deploy automated and standardised request handling and problem resolution easily based on industry best practices. It is affordable and best suited for small operations.


Rootly is native to Slack and is designed to automate time-consuming manual tasks related to incident management. This includes creating incident timelines and postmortem templates in Confluence automatically. It offers competitive pricing for medium to small businesses. 


Pulpstream's incident management system is scalable, versatile, and has an easy-to-use interface. Because it's a no-code platform, even non-techies can easily learn how to use it. Additionally, you can quickly customise the dashboard to tailor your incident response process to the specific objectives of your business.


Teams implementing Modern Incident Management, SRE, and DevOps methods will find Squadcast to be a dependable solution. It places importance on effective incident handling, alert routing, and on-call scheduling. Several characteristics, including event intelligence, smooth integrations, and enterprise-grade capabilities, make it one of the best incident management tools.


Jira is a cloud-based framework for service management that aids teams in providing excellent customer service quickly. It offers a centralised location for managing and tracking all kinds of service requests, including tickets for customer assistance and IT incidents. Additionally, Jira provides a range of tools to assist teams in streamlining their processes, enhancing communication, and cutting down on downtime.


With its many capabilities, Freshservice is a feature-rich platform for service management that may improve the quality of your services. It has incident management features that allow you to assign, track, and prioritise tickets. It also automates resolution procedures so you can solve problems quickly and simply. Freshservice provides a selection of pricing tiers suited to various corporate requirements.

How to choose the Incident Management Tool for your Business?

There are a few aspects you need to consider before you choose incident management tools for your business. 

  • The budget is the most crucial consideration while making decisions. Businesses need to make decisions based on their understanding of how much they can afford to spend on incident response software solutions.
  • Businesses should make decisions based on how long they require a solution. It would not be worthwhile to invest money in a more expensive choice with more features, for instance, if an organisation just needed the solution for three months.
  • Businesses need to make sure they're not searching for anything very easy or overly difficult. For instance, it wouldn't be worthwhile to invest in incident management if a company only required the most basic skills.


By concentrating on these essential components, you provide your team with all-inclusive incident management tools that not only satisfy present requirements but also grow to meet new ones. Wolken Software might be one of the best solutions for you. With Wolken's incident management built for excellence, you can improve cooperation, stay ahead of events, and elevate your incident response approach. 

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