10 Best Incident Management Software (2024 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 a 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.

Top Incident Management Software

IT service management software help 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 tools is that they help to establish simple connections among issues, requests, and incidents which make work a lot easier.

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 calls, technical staff, monitoring, etc. Incident Management follows a process that includes steps like detect & record, classify & prioritize, investigate & diagnosis, resolution & restore incident closure.

Advantages

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

• It 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 the client.
• It helps to eliminate the logging of wrong incidents or service requests.
• Improves effectiveness, self-service, and reduces workload.

Disadvantages

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

• Results in the 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.

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Our TOP Recommendations:

Below mentioned are the top 10 tools that 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 is given here.

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

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.

Most Popular Incident Management Software

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

Comparison Chart

Here is a detailed review of each!!

#1) Freshservice

Freshservice is one of the popular cloud-based platforms 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 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 to the below Architecture Diagram of Freshservice:

Type: Commercial.
Head Quarters: San Francisco Bay Area, West Coast, Western US
Founded In: 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. $2.6 Million in USD 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.

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#2) SecurityHQ

SHQ Response’ created by SecurityHQ, is a comprehensive Cyber Incident Response and Analytics platform powered by IBM QRadar, IBM Resilient, and IBM X-Force to help Customers and Managed Security Services Providers to Track, Visualise, Respond, and Recover from cyber incidents.

This Cyber Incident Management Platform is built to simplify cyber security for stakeholders CISO, SOC Analysts, Threat Hunters, Incident Responders, and Auditors.

The platform empowers users with a range of actions:

• Monitor the status of security incidents anytime.
• Prioritize, escalate threats, and respond to threats effectively.
• Receive real-time alerts and notifications for security incidents.
• Instant Collaboration: ‘SHQ Response’ platform and mobile app support customers, SOC, and MSSP partners to collaborate cyber response anytime, anywhere!
• Global SOC Support – Take advantage of an army of security analysts to support containment and remediation actions from 400+ security analysts across multiple global regions.
• Smart API – Get access to a library of APIs supporting a variety of ITSM ticketing systems to ensure seamless business continuity.

SecurityHQ is a Global Managed Security Service Provider (MSSP), that monitors, detects, and responds to threats, instantly, 24×7.

Core Services Provided:

• Managed Defense: Managed Detection and Response (MDR), Managed Endpoint Detection & Response (EDR), Managed Defense for AWS, Managed Network Detection & Response (MNDR), Managed Microsoft Sentinel
• Managed Security: Managed Firewall, Threat & Risk Intelligence Services
• Managed Risk: Vulnerability Management Service, Penetration Testing Service, CISO as a Service, Red Team Assessment, Cyber Security Controls Assessment, Web Application Security Testing, Phishing Attack Simulation.

#3) Jira Service Management

Jira Service Management 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 Management is developed on top of the 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.

Developed by: Atlassian
Type: Commercial
Head Quarters: Sydney, Australia
Founded In: 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 the 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 attachments.
• Interface design can be improved.

#4) NinjaOne

NinjaOne is a unified IT operations platform for RMM, endpoint management, patch management, service desk, IT asset management, backup, and remote access. It can protect the endpoints from ransomware. It provides full visibility into the managed environment. Rated #1 in RMM, Patch Management, and User Satisfaction for Endpoint Management on G2.

It offers the functionalities for automating vulnerability remediation, deploying next-generation security tools, and backing up critical business data. NinjaOne’s powerful tools will help you monitor, maintain, and manage the IT assets.

NinjaOne offers easy-to-use tools. It is a feature-rich platform and offers the features like cross-platform automations. These capabilities minimize the administrative burden. It follows a quote-based pricing model. Its pricing will be pay-per-device. NinjaOne can be tried for free. As per reviews, the price of the platform is $3 per device per month.

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#5) Salesforce

With Salesforce, you get full visibility into incidents, customer data, and cases from a single workplace. This lets service operations and agents get all the context they need to resolve issues without a hassle. The platform’s ability to integrate seamlessly with external systems also makes it great at resolving issues before they become worse.

Type: Public
Headquarters: San Francisco, California, USA
OS: Cross Platform
Device Supported: iOS, Android, Windows, Mac, Linux
Deployment: Cloud-based
Language Supported: English, French, Japanese, German, Mexican, and Portuguese.
Price: Essentials plan: $25/user/month, Professional Plan: $75/user/month, Enterprise Plan: $150/user/month, Unlimited plan: $300/user/month. A 30-day free trial is also available.
No. of Employees Working: 73,000 approx
Users: Spotify, Toyota, US Bank, Macy’s, T-Mobile

Features:

• AI-Driven Incident Detection
• Proactive Problem Management
• Easy integration with platforms like Slack
• Connect with customers via digital channels

Pros:

• Service operators and agents get complete context to solve issues effectively.
• All data, incidents, and cases are accumulated in a single workspace.
• The platform integrates seamlessly with external applications.
• AI expedites the problem-solving process.

Cons:

• Cloud-based, so you have to fully rely on a stable and fast internet connection.
• It’s definitely not cheap.
• There is a learning curve involved.

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#6) ManageEngine Log360

With ManageEngine’s Log360, you get a powerful SIEM solution that can identify and manage threats before they can penetrate a network.

The platform is capable of automating log management, monitoring both exchange servers and cloud setups, auditing modifications in AD environment, alerting on critical events in real time, and generating comprehensive audit reports.

Simply put, you get complete visibility into your infrastructure’s network to make sure it is protected from threats 24/7. What really makes Log360 a great incident management platform is its use of an integrated threat intelligence database. This makes Log360 more than capable of stopping malicious sources in its tracks.

#7) ServiceDesk Plus

ServiceDesk Plus is a complete ITSM suite with built-in ITAM and CMBD capabilities. The PinkVerify-certified IT incident management module of ServiceDesk Plus comes loaded with all the essential features, powerful automations, smart customizations, and a graphical life cycle builder that allows IT teams to handle incidents swiftly.

The incident management module in ServiceDesk Plus also connects with other key processes including problem management and change management to ensure that the entire life cycle of an issue is handled effectively.

Type: Commercial
Headquarters: Pleasanton, California
Founded In: 1996
Operating Systems: Cross platform
Device Supported: Linux, Windows, iPhone, Mac, Android
Deployment Type: On-premises, Cloud-Based
Language Support: 37 languages

Price: ServiceDesk Plus offers a free trial for 30 days. After that, there are three pricing plans to choose from: Standard (starts at $1,195 for 10 techs annually) Professional (starts at $495 for two techs and 250 nodes annually) and Enterprise (starts at $1,195 for two techs and 250 nodes annually).

Annual Revenue: Zoho is a bootstrapped organization and does not reveal this information.
Number of Employees: Approximately 9,000 employees.
Users: DISNEY, ETIHAD AIRWAYS, HONDA, SIEMENS, etc.

Features:

• Multi-channel support via email, a self-service portal, native mobile apps, and virtual agents.
• Customizable incident templates with form automations and a graphical request life cycle builder.
• Effective SLA management with proactive and reactive escalations and escalation actions.
• Automated ticket categorization, prioritization, and assignment.
• Integrated knowledge management, a virtual assistant, and AI capabilities.
• Automated closures and notification mechanisms.

#8) SysAid

In line with ITIL’s best practice framework for IT service management, SysAid delivers incident management software that improves the process of how tickets are managed. SysAid makes it simple to log, manage, and report issues that are known to severely affect end users and business services.

SysAid can be used to implement standardized methods for responding, analyzing, and managing incidents. The tool facilitates instant detection, recording, classification, and support for incidents. What truly makes it shine, however, is its highly configurable nature.

You can customize the incident management process delivered by SysAid in accordance with the specific requirements of your organization. Needless to say, SysAid is for you if you seek software that delivers more with regards to functionality than an otherwise traditional help-desk or ticketing software woul

Developed By: Israel Lifshitz, Sarah Lahav
Type: Commercial
Headquarters: Tel Aviv, Israel
Founded In: 2002
Operating System: Cross Platform
Devices Supported: Mac, Windows, iOS, Android, Linux
Deployment Type: Cloud-based and On-Premises
Language Support: English, French, Italian, German, Portuguese, Spanish, Hebrew
Price: Quote-based
Annual Revenue: $19 Million
Number of Employees: 51-200 Employees
Users: The Jewish Board, BDO, Georgetown Law, Bacardi, MOBILEYE

Features:

• Complete ITIL Package
• Workflow Automation
• Asset Management
• Automated Reporting

Pros:

• Highly configurable
• Built-in remote control capabilities
• Live chat
• Integrated Knowledge Management Module

Cons:

• Less transparency with pricing.

#9) Better Stack

Better Stack features some impressive incident management capabilities. The tool instantly alerts you when your system goes down with the help of screenshots and error logs. It also arms you with all the debug data necessary to fix the root cause of such incidents once and for all. It lets you configure your team’s on call duty rotations.

This way, Better Stack enables you to alert the right people to resolve the incident at the right time. Incident escalation can be customized easily based on the urgency, origin, and context of the origin. Another area where Better Stack shines is in Incident Audit Timeline feature. With the help of this timelines, you’ll get second-by-second report about how a particular incident developed and evolved.

Check our Better Stack Detailed Review

#10) Zendesk

Zendesk is a popular incident management tool that tries to build the 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 below Architecture Diagram of ZENDESKS:

Developed by: Mikel Sane, Alexander Aghassipour, Morten Prim dahl.
Type: Commercial.
Head Quarters: San Francisco, California, United States.
Founded In: 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.

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#11) Mantis BT

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 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 that can be used to create custom features as required by the clients.

Refer the below Architecture Diagram of Mantis BT:

Developed by: Kenzaburo Ito and many open-source authors.
Type: Open Source.
Head Quarters: Sydney, Australia.
Founded In: 2000.
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 changelogs 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 trackers, 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.

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#12) Pager Duty

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 organizations 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:

Developed by: Alex Solomon
Type: Commercial.
Head Quarters: San Francisco
Founded In: 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 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 a 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 it requires a strong technical person.
• It comes with a poor support team management which reduces customer satisfaction.
• In the Pager Duty tool, there should be some easy way to turn off the alerts.

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#13) Victorops

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

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

What are VICTOROPS AND FLOW?

Developed by: Bryce Ambraziunas, Dan Jones, Todd Vernon
Type: Commercial.
Head Quarters: Greater Denver Area, Western US
Founded In: 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 the 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.

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#14) OpsGenie

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:

Developed by: Abdurrahim Eke,  Berkay Mollamustafaoglu, Sezgin Kucukkaraaslan
Type: Commercial.
Headquarters: Washington DC Metro Area, East Coast, Southern US.
Founded In: 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.

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#15) Logic Manager

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:

Developed by: Steven Minsky.
Type: Commercial.
Head Quarters: Greater Boston Area, East Coast, New England.
Founded In: 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.

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#16) Spiceworks

SPICEWORKS is a popular open-source incident management tool that focuses on making the work easier for 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 that 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:

Developed by:  Scott Abel, Jay Hall berg, Greg Kata war, and Francis Sullivan.
Type: Commercial.
Head Quarters: Austin, Texas, United States.
Founded In: 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 it’s 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.

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#17) Plutora

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:

Developed by: Dalibor Siroky, Sean Hamawi.
Type: Commercial
Head Quarters: San Francisco Bay Area, Silicon Valley, West Coast.
Founded In: 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 the 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.

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#18) HaloITSM

HaloITSM is a leading IT Service Management (ITSM) solution that has the ability to cover all of your service management needs including Incident Management.

With HaloITSM, restore normal service operation as quickly as possible and minimize the adverse effect on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.

Being modern and intuitive, take your service further with minimal effort. Easily integrate with all of your favourite applications, including Azure Devops, Office365, Microsoft Teams, and much more.

Type: Commercial
Headquarters: Stowmarket, United Kingdom
Founded In: 1994
Operating Systems: Cross platform
Device Supported: Linux, Windows, Mac, iPhone, Android
Deployment Type: On-premises, Cloud-Based
Language Support: English and more
Price: Pricing starts at £29/agent/month for all-inclusive ITSM software.
Users: SKY TV, University of Cambridge, Siemens, Sports Direct, NHS, Suzuki, Sony Music, etc.

Features:

• Nominate multiple request types as ITIL Incident Management requests, and remain compliant.
• Specify default values i.e. categories, priorities, SLAs, and mailboxes at the request type-level before the request created.
• Escalate incident request types to Problem request types at the click of a button, with intelligent linking.
• Track all activity on the incident request, from occurrence to closure, with granular reporting.
• Attach multiple incidents to a problem request, and update all incidents from the problem request in one click.
• Manually create incidents and attach to open problem tickets straight away through smart identification.
• Link web and e-mail submitted incidents to existing or new problem requests simply and efficiently.
• Report and record all root causes of incidents, for improved services, and to ensure they do not happen again.
• Endless reporting capabilities available on all data captured, so whatever you need, it’s there when you need it.
• HaloITSM offers Problem Management, A Knowledge Base, Self-Service Portal, SLA Management, Change Control, Release Management, Service Catalogue, CMDB/Configuration Management, and more.

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#19) SolarWinds Service Desk

SolarWinds Service Desk is an IT service management solution with features of incident management, service catalog, service portal, knowledge base, and problem management. It has fully integrated IT asset management that compiles hardware, software, POs, etc.

Through a single platform, you will be able to streamline & organize tickets & requests coming from different mediums like email, phone calls, etc. SolarWinds offers a fully functional free trial for 30 days. Its price starts at $228 per agent per year with support for unlimited users.

Summary

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

Suggested reading =>> What is an Incident Response Plan

These are the top 10 trending tools that 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 internet research, below-mentioned tools 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 huge manpower. These tools are much suitable for large-scale industries.

=> Contact us to suggest a listing here.