10 Best Incident Management Software (2019 Rankings)

List of the Top Incident Management Software Tools:

What is “INCIDENT” and Incident Management?

An incident is defined as an unplanned interruption to an IT service or reduction in the quality of an IT service. Any deviation from its normal or usual way of operation is an incident. The process to handle these incidents is called the incident management process.

We will explore a list of the best Incident Management tools along with their features in this article.

Best Incident Management Software

IT service management software help the companies to start using a process driven approach for the benefit of a company’s management.

The soul profit that a company gets by using incident management tool is that they help to establish simple connections among issues, requests, and incidents which make work a lot easier.

Incident Management

The goal of Incident Management is to restore normal service operation as quickly as possible and minimize the adverse impact on business to ensure the best quality of service. Once the incident management process is established, it generates recurring values for the organization.

An incident can be reported in many ways like web forms, user phone call, technical staff, monitoring, etc. Incident Management follows a process which includes steps like detect & record, classify & prioritize, investigate & diagnosis, resolution & restore incident closure.

Continual Process Improvement

Advantages

Benefits of having Incident Management System in an Organization are enlisted below:

  • Helps to maintain all service levels frequently.
  • It assists to achieve improved staff utilization thereby increasing efficiency.
  • It supports to achieve improved satisfaction of both the user and client.
  • It helps to eliminate logging of wrong incidents or service requests.
  • Improves effectiveness, self-service, and reduces workload.

Disadvantages

Disadvantages of not having Incident Management System in an Organization are stated below:

  • Results in mishandling of incidents and events.
  • Disruption of business staff as employees don’t have adequate information.
  • No one is there to manage the incidents as a result of which, an incident can become more severe.

Below mentioned are the top 10 tools which are currently trending in the industry. All the information about the tool which will help a user to decide which tool is best for their organization according to their requirement are given here.

The below chart-graph is made as per the user reviews and ratings found on the internet.

Disadvantages of Incident Management System

The X-axis has user satisfaction points and the Y-axis has Popularity points which indicate how a user feels about a particular tool in terms of usability.

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Comparison Chart:

INCIDENT TOOLUSER RATINGPRICEMOBILE SUPPORTCUSTOMIZABLE FLOW
Jira Service Desk
Jira service desk
4/5HIGHYESAVERAGE
Pagerduty
Pager duty
3.8/5HIGHYESAVERAGE
Freshservice
Fresh service
4.4/5AVERAGEYESHIGH
Spiceworks
Spiceworks
4.5/5OPEN SOURCEYESAVERAGE
Zendesk
Zendesk
4/5HIGHYESHIGH

Most Popular Incident Management Software

Enlisted below are the most popular incident management tools that are trending in the market.

Here is a detailed review of each!!

#1) JIRA Service Desk

Jira Service Desk Tool Logo

Jira Service Desk is a very popular service desk platform developed to help the IT or business service desk and customer service. This tool helps in delivering end to end service to the clients.

Jira Service Desk is developed on top of JIRA platform so it works better with JIRA software. It has a good performance with agile teams as it was developed for collaboration. Jira provides some exceptional templates which are customizable in nature.

Jira comes with a lot of robust and reliable feature due to which is it used by many companies as a major bug tracking tool. Jira in multiple ways simplifies the process in which the client contacts the organization.

Refer the below Architecture Diagram of Jira Service Desk:

Architecture of Jira Service Desk

Developed by: Atlassian.
Type: Commercial.
Head Quarters: Sydney, Australia.
Year Founded: 2002.
Stable Release: 7.12.0
Based on Language: Java.
Operating Systems: Cross Platform.
Device Supported: Windows, iPhone, Android.
Deployment Type: Cloud-Based, On Premise, Open API.
Language Support: English.
Price: US $10 – US $20 per month depending on the number of agents.
Annual Revenue: Approx. US $620 Million and growing
Number of Employees: Approx. 2300 employees are working currently.

Users: Leidos Holdings Inc., Macmillan Learning, DRT Strategies, Inc., Sounds True, Inc., Bill trust, Cap Gemini, Dominos, CHEF, Dice, Fresh etc.

Features:

  • It supports automation and provides Jira Software Integration and customer portal.
  • Integration with confluence, Machine Learning, API and self-service.
  • It supports real-time updates with knowledge base and SLA’s.

Pros:

  • Powerful, and extensible with a good implementation.
  • Automated mail triggering to the concerned person for tasks.
  • Defect raised can be a single point for testers and developers.
  • All information regarding defect is present in the portal, hence documentation is reduced.

Cons:

  • As there are a lot of features in the portal, it’s difficult to understand at the beginning.
  • Email notifications sometimes get very slow in JIRA due to signatures and attachment.
  • Interface design can be improved.

Visit here for the official Website.

#2) Mantis BT

Mantis BT Logo

Mantis BT is a renowned open source bug tracking tool developed to meet the client requirement and it is web-based too. It has a simple and easy setup.

Mantis BT is flexible, it offers customization features and quickly updates the client through notifications. It allows the users to have access to projects. It is free and is available on the web.

It provides a crucial balance between simplicity and strength. A user can get started very quickly and collaborate with the teammates easily. It has a huge library of plugins which can be used to create custom features as required by the clients.

Refer the below Architecture Diagram of Mantis BT:

Architecture Diagram of Mantis BT

Developed by: Kenzaburo Ito and many open source authors.
Type: Open Source.
Head Quarters: Sydney, Australia.
Founded Date: Year2000.
Stable Release: 2.16.0
Based on Language: PHP.
Operating Systems: Cross Platform.
Device Supported: Linux, Windows, iPhone, Mac, Web-based, Android.
Deployment Type: Cloud-Based, On-Premise, SaaS, Web.
Language Support: English.
Price: Need to get in touch with Mantis BT for enterprise versions.
Annual Revenue: Approx. US $17.1 Million and growing
Number of Employees Working: Approx. 100 employees are working currently.

Users: Tetra Tech Inc., Contactx Resource Management, eNyota Learning Pvt. Ltd., Colony Brands, Inc., Spectrum Softtech Solutions Pvt. Ltd., NSE_IT etc.

Features:

  • It provides plugins, notifications, maps, full-text search, and system integration.
  • It supports audit trails and change logs with the sponsorship of issues.
  • It includes good project management, wiki integration, many language support.

Pros:

  • It is capable to track multiple projects and users.
  • Mantis BT Filter provided is exceptionally well.
  • Its features are really simple like forms, user tracker, project information’s etc.

Cons:

  • Mantis BT UI can be improved.
  • Its child and parent class features are difficult to understand at the beginning.
  • Its automation Tracking needs to be improved.
  • The tool requires a well-skilled person to work on.

Visit here for the official Website.

#3) Pager Duty

Pagerduty Logo

Pager Duty is a famous incident management tool which provides an incident response platform for the IT organizations.

It helps to increase the performance of a system by clearing the operation cycle. It supports DevOps teams to develop reliable and high-performance applications. It is trusted by thousands of organization for its good features.

It has multiple integration and operation performing tools, automatic scheduling, reporting in detail and ensures availability at all the time.

Refer the below Architecture Diagram of Pager Duty:

Architecture Diagram of Pager Duty

Developed by: Alex Solomon
Type: Commercial.
Head Quarters: San Francisco
Founded Year: 2009.
Stable Release: 5.22
Based on Language: C#, .Net.
Operating Systems: Cross Platform.
Device Supported: Linux, Windows, iPhone, Mac, Web-based, Android.
Deployment Type: Cloud-Based, SaaS, Web.
Language Support: English.
Price: Starts at US $9 to $99 with required features and versions increasing.
Annual Revenue: Approx. US $10 Million and growing
Number of Employees: Approx. 500 employees are working currently.

Users: IBM Cloud, Spotify, FlixbusLIXBUS, XERO, EVERNOTE, AMERICAN EAGLE, GE, eBay, PAY PAL, ORACLE, WEEBLY, SIMPLE, CHEF, INDEED etc.

Features:

  • It provides a good real-time collaboration and mobile incident management.
  • It has organized event grouping and rich alerting.
  • It provides a good service grouping and user reporting.
  • It has automated escalations and security.

Pros:

  • It has very good and effective control alerts for team members.
  • It has an affordable price with powerful integration and good IOS App.
  • It includes powerful API Integration and email integration.
  • Its scheduler is very simple and easy to use.

Cons:

  • Pager Duty Interface is poor and needs to be improved a lot.
  • Its documentation and installation are not easy and simple, hence requires a strong technical person.
  • It comes with a poor support team management which reduces the customer satisfaction.
  • In the Pager Duty tool, there should be some easy way to turn off the alerts.

Visit here for the official Website.

#4) Victorops

VictorOPS Logo

VICTOROPS is a famous incident management tool which is specially designed for the DevOps team, by allowing them with access to more features than just reporting incidents. It helps the IT to collaborate and make a communication throughout the life cycle,hence the issues are analyzed thoroughly.

It has a graceful interface due to which the DevOps team have a swift and flawless communication consisting of abilities for collaborating, integrating, automating, measuring and allowing them to develop and deploy the software successfully.

What is VICTOROPS AND FLOW?

VictorOPS Flow

Developed by: Bryce Ambraziunas, Dan Jones, Todd Vernon
Type: Commercial.
Head Quarters: Greater Denver Area, Western US
Founded Date: Year27th Dec 2012.
Stable Release: 1.12
Based on Language: Scala
Operating Systems: Cross Platform.
Device Supported: Linux, Windows, iPhone, Mac, Web-based, Android.
Deployment Type: Cloud-Based.
Language Support: English.
Price: Starts at US $10 to US $60 and increases Client with the required features and increasing versions.
Annual Revenue: Approx. US $6 Million and growing
Number of Employees: Approx. 100 employees are working currently.

Users: CROWDTAP, CRAFTSY, SIGNIANT, SKYSCANNER, BLUE ACCORN, GOGO, CA TECHNOLOGIES, EDMUNDS, RACKSPACE etc.

Features:

  • It comes with good on-call schedules and suppressed noise.
  • It supports live call routing, reporting, Chat ops, and delivery insights.
  • VICTOROPS has API, mobile.
  • It has good run books and graphs.

Pros:

  • It has made a huge difference with on-call feature for clients.
  • It has an affordable price and a simple workflow.
  • VICTOROPS UI is very good.
  • It has a powerful integration mechanism.

Cons:

  • Improvement has to be made on the mobile application part in the tool.
  • The timeline should be increased for notification messages on a home screen.
  • VICTOROPS interface can sometimes become difficult to use due to its complexity.
  • It is not well known for its flexibility in handling and accepting alerts.

Visit here for the official Website.

#5) Freshservice

Freshservice Logo

FRESHSERVICE is one of the popular cloud-based platform for customer support and provides all size clients with good support service. It has a powerful ticketing system and knowledge base. It keeps a good track of all client queries thereby increasing the client’s productivity.

It has a minimal maintenance, thereby keeping secured data and completely automated. It is simple and easy to use the software. It plays a vital role in analyzing and resolving issues by providing adequate solutions before they have a bad impact on the productivity of an organization.

Refer the below Architecture Diagram of Freshservice:

Architecture Diagram of Freshservice

Type: Commercial.
Head Quarters: San Francisco Bay Area, West Coast, Western US
Founded Date: 2010
Operating Systems: Cross Platform.
Device Supported: Linux, Windows, iPhone, Mac, Web-based, Android.
Deployment Type: Cloud-Based, SaaS, Web.
Language Support: English.
Price: Free Version is available and Enterprise version Starts at US $29 to US $80 and increases the Client with the required features and increasing versions.
Annual Revenue: Approx. US $2.6 Million and growing
Number of Employees Working: Approx. 100 employees are working currently.

Users: JUDSON UNIVERSITY, FLIPKART, CORDANT GROUP, SWINERTON, ADDISON LEE, HONDA, TEAM VIEWER, VEEVA, UNIDAYS etc.

Features:

  • It has ticketing, domain mapping, priority matrix, and powerful automation tools.
  • It supports incident, problem, change, and release management.
  • It has its own integrated game mechanics and custom mailbox.
  • It supports asset, basic, advanced and enterprise reporting.

Pros:

  • It has a simple & easy installation and configuration.
  • It has a powerful automation and self-service catalog.
  • It has a pleasant interface to work.
  • It is extremely flexible in customization.

Cons:

  • It has a poor reporting and more SLA breaches.
  • It has a poor text editor in term of functionalities.
  • It doesn’t allow access to file and image repository.
  • Adding additional modules is not possible.

Visit here for the official Website.

#6) OpsGenie

OpsGenie Logo

OPSGENIE is a popular IT incident management tool based on the cloud. It provides solution for small to large scale organizations. It provides sophisticated situations and thorough tracking of each alert. It allows the client to integrate with many other tools and applications.

It supports both Android and IOS applications. It has a monitoring system which ensures end to end flow of the application and checks if it is working correctly by sending periodic messages.

It helps to plan and prepare for incidents by determining whom to respond, which template to use, how to collaborate and also by creating a status page.

Refer the below Architecture Diagram of OPSGENIE:

Architecture Diagram of OPSGENIE

Developed by: Abdurrahim Eke,  Berkay Mollamustafaoglu, Sezgin Kucukkaraaslan
Type: Commercial.
Head Quarters: Washington DC Metro Area, East Coast, Southern US.
Founded Date: 2012
Based on Language: JSON, HTTPS API.
Operating Systems: Cross Platform.
Device Supported: Linux, Windows, iPhone, Mac, Web-based, Android.
Deployment Type: Cloud-Based.
Language Support: English.
Price: Starts at US $15 to US $45 and increases with the required features and increasing versions.
Annual Revenue: Approx. US $12 Million and growing
Number of Employees: Approx. 300 employees are working currently.

Users: BLEACHER REPORT, CLOUD TICITY, LOOKER, OVERSTOCK, PAYMARK, POLITICO, UNBOUNCE etc.

Features:

  • It helps to plan and prepare for incidents.
  • It never misses a critical alert and always notifies the right people.
  • It gains insight to improve operational efficiency.
  • Automatic notifications, collaboration tools, and monitoring.

Pros:

  • It gives the ability to quickly enable or disable support person by making coordination on call easy.
  • It provides detailed information about the log detail and reporting of all calls and alerts.
  • Through OPSGENIE we can turn up new numbers easily and quickly.
  • OPSGENIE has a powerful dashboard.

Cons:

  • OPSGENIE has a complicated user management system.
  • The heartbeat and scheduling UI can be much better.
  • Admin privileges can be increased.
  • If we delete anyone from scheduling, then we have to reorganize the whole schedule.

Visit here for the official Website.

#7) Logic Manager

Logic Manager Logo

LogicManager is a famous incident management tool which provides integrated platforms for risk management. It meets all the requirements from small to large scale organizations with its modular and scalable features. It offers free professional services to make work easier.

It offers empowerment. It helps to see through the economy with streamlined, focused and improved risk management. It offers a wide range of integrated solutions for the  business growth. It provides a strong and intuitive platform for improved risk management.

Refer the below Architecture flow of Logic Manager:

Architecture flow of Logic Manager

Developed by: Steven Minsky.
Type: Commercial.
Head Quarters: Greater Boston Area, East Coast, New England.
Founded Date: 26th Feb, 2005
Operating Systems: Cross Platform.
Device Supported: Linux, Windows, iPhone, Mac, Web-based, Android.
Deployment Type: Cloud-Based.
Language Support: English.
Price: Starts at US $10,000 to US $150,000 annually and increases with the required features and increasing versions.
Annual Revenue: Approx. US $12 Million and growing
Number of Employees: Approx. 100 employees are working currently.

Users: WESTAR, MIDDLEBURY, DigitalGlobe, RIVERMARK, ESTERA, VIRGIN PULSE, UNITED BANK, WORLD TRAVEL HOLDING, JMJ ASSOCIATES etc.

Features:

  • It finds out quickly which conditions and standards are achieved and if any compliance needs more attention on that.
  • It has a gap analysis and reports features through which it identifies high vulnerabilities.
  • It is capable of tracking and reporting client complaints that come throughout the organization.
  • Identify, asses, mitigate, monitor, connect, report etc.

Pros:

  • It has a powerful integration and good UI interface.
  • It helps to connect all the enterprise risk management, governance and compliance activities.
  • It is very robust in nature.
  • It has strong risk management capabilities.

Cons:

  • Logic Manager Performance decreases if many operations are performed simultaneously.
  • Its documentation is poor.
  • First-time installation setup is complex and requires a skilled professional.

Visit here for the official Website.

#8) Zendesk

Zendesk Logo

ZENDESK is a popular incident management tool which tries to build best customer experiences. Its customer service and engagement platform is powerful, flexible and scales to meet the needs of any business.

It connects with the customers on any channel like phone, chat, email, social media etc.

It mainly focuses on tracking, prioritizing and solving customer tickets. It consists of a number of support applications which help to change our customer service in an improved way. It has features of support, chatting, knowledge library and call center which can be upgraded explicitly.

Refer the below Architecture Diagram of ZENDESKS:

Architecture Diagram of ZENDESKS

Developed by: Mikel Sane, Alexander Aghassipour, Morten Prim dahl.
Type: Commercial.
Head Quarters: San Francisco, California, United States.
Founded Date: Year 2007.
Operating Systems: Cross Platform.
Device Supported: Linux, Windows, iPhone, Mac, Web-based, Android.
Deployment Type: Cloud-Based.
Language Support: English, Dutch, Polish, Turkish, Swedish.
Price: Starts at US $9 to US $199, and keeps increasing as per the required versions and features by clients.
Annual Revenue: Approx. US $431 Million and growing.
Number of Employees: Approx. 2000 employees are working currently.

Users: VERNELABS, BILLOW, REDK, CAZOOMI, NEPREMACY, SSW, CLOUD SQUADS, ZUBIA, ESTUATE etc.

Features:

  • ZENDESK has a flexible ticket management with automated workflow & screencasting.
  • Multi-channel support with mobile support as well.
  • Robust reporting, REST API, client facing web interface and forums feature.
  • Multi Locale and powerful integration.

Pros:

  • It supports centralized sales, support enquiries.
  • It has a powerful reporting and client satisfaction survey.
  • It includes strong integration capabilities.
  • ZENDESK can create rules automatically for filing request and emails in different values.

Cons:

  • ZENDESK installation needs a technically strong person.
  • Its enterprise versions are way too costly.
  • Its reporting features get restricted to ticket fields only, hence that makes difficult to track the productivity of agents.
  • ZENDESK knowledge base tool needs to be improved.

Visit here for the official Website.

#9) Spiceworks

Spiceworks Logo

SPICEWORKS is a popular open source incident management tool that focuses on making the work easier of technicians and IT professionals. It has a very simple network monitor software for getting real-time updates and alert messages.

It is composed of networking tools which allow the clients to set and troubleshoot the network. It’s an online community where the users can communicate and take suggestions from each other.

Refer the below Architecture Diagram of SPICEWORKS:

 Architecture Diagram of SPICEWORKS

Developed by:  Scott Abel, Jay Hall berg, Greg Kata war, and Francis Sullivan.
Type: Commercial.
Head Quarters: Austin, Texas, United States.
Founded Date: Year 2006
Language: Ruby on Rails.
Operating Systems: Cross Platform.
Device Supported: Windows, Mac, Web-based.
Deployment Type: Cloud-Based.
Language Support: English.
Price: Freeware and does not have any enterprises charges.
Annual Revenue: Approx. US $58 Million and growing.
Number of Employees Working: Approx. 450 employees are working currently.

Users: DIGIUM Inc., Server Storage IO, PELASyS, Famatech, INE etc.

Features:

  • It supports real-time network monitoring and runs inventory of devices.
  • SPICEWORKS has trace routes, connectivity dashboard, SSL checker, port scanner etc.
  • It has IP lookup, security tools, cloud cost monitor with remote support.
  • It has a subnet calculator with an internet outage heat map.

Pros:

  • SPICEWORKS has a good interface, is an open source, hence its free and has many features.
  • Good community support and plugins.
  • Network device inventory and asset location tracking.
  • Communication, accountability, reliability, affordable etc.

Cons:

  • SPICEWORKS default database is not capable of handling heavy loads.
  • Inventory scanning starts abruptly.
  • Is open source so, frequent upgrades have been done.
  • The mobile application needs to be improved a lot.

Visit here for the official Website.

#10) Plutora

Plutora Logo

PLUTORA is one of the giant value stream management which capture, visualize and analyze critical indicators of speed and quality of software delivery.

It helps to manage, orchestrate and improve releases, test environments across the entire enterprise independent of technology. It increases visibility and collaboration. Its clients have complete visibility and control over the application delivery process.

Refer the below Architecture Diagram of PLUTORA:

Architecture Diagram of PLUTORA

Developed by: Dalibor Siroky, Sean Hamawi.
Type: Commercial.
Head Quarters: San Francisco Bay Area, Silicon Valley, West Coast.
Founded Date: Jan 1, 2012.
Operating Systems: Cross Platform.
Device Supported: Windows, Mac, Web-based.
Deployment Type: Cloud-Based, Web, SaaS.
Language Support: English.
Price: For a price quotation, the clients have to connect with the PLUTORA support team.
Annual Revenue: Approx. US $58 Million and growing.
Number of Employees Working: Approx. 300 employees are working currently.

Users: Cognizant, UST Global, Technology Partners, BMC, Service Now, Avocado, Value Added Resellers, eBay, MERCK etc.

Features:

  • It ensures the reliability of organizational management of software development with business strategy.
  • It provides complete visibility and control over the application delivery process.
  • It helps to improve the speed and quality of application delivery process.

Pros:

  • It provides comprehensive test environment management.
  • It coordinates the delivery pipeline.
  • It consolidates scheduling and management.
  • It maintains configuration and build on demand.

Cons:

  • Documentation needs to be improved.
  • PLUTORA installation requires a highly technical skilled person.
  • It needs to improve Interface and UI for customer satisfaction.

Visit here for the official Website.

Summary

Incident management process plays a very important role for an organization by improving efficiency, reducing cost and manual labor, improved visibility into operations, increased control and better client experience.

These are top 10 trending tools which have captured the market mostly. You have all the details about the tools now and you can choose which tool will be best suited for your organization based on its features and pricing.

According to the internet research, below mentioned are the tools which are best suited for each industry?

Small and Medium Scale Industries: MANTIS BT, FRESH SERVICE, SPICEWORKS, JIRA, and OPSGENIE are some tools which will be best suited for these organization due to their very low price or freeware and proven features with reduced manual efforts.

Large Scale Industries: Atlassian JIRA, PAGERDUTY, LOGIN MANAGER, PLUTORA, ZENDESK, VICTOROPS are some of the tools which are best for these industries as their enterprise version is costly with N number of features and security.

Moreover, they also require specific teams to handle the tools which big companies can afford as they have a huge manpower. These tools are much suitable for large-scale industries.

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