INCIDENT MANAGEMENT

6 Best Incident Management Software of 2023 (Reviewed & Ranked)

BEST TOP 6 INCIDENT MANAGEMENT SOFTWARE THAT YOU WILL WANT TO USE IN 2022

A 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. 1: Freshservice. 2: NinjaRMM. 3: SolarWinds Service Desk. 4: Atera 5: Jira Service Management 6: Spiceworks
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INCIDENT MANAGEMENT
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What Are Incident Management Software?

The incident management process is critical to any organization’s IT operations.

Incident management software is a tool that can help streamline this process by automating many of the tasks associated with this process.

With various incident management tools that can be customized to fit the needs of any organization, it is essential to choose the right one for your business.

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One of the well-known cloud-based platforms for customer service, Freshservice offers excellent support to clients of all sizes. It contains a robust knowledge base and ticketing system. It effectively manages all client inquiries, boosting client productivity.

It requires little maintenance, preserving encrypted data and being fully automated. The software is easy to use and straightforward. It is essential for identifying and addressing problems by offering suitable solutions before they negatively affect an organization’s production

Incident management software: what is it?

An all-encompassing system, IT/DevOps incident management software responds to, documents, examines, and ultimately works to resolve digital events.

By reducing downtime and the probability of crashes, IT/DevOps incident management software aids DevOps teams, other technology experts, and IT professionals in better managing IT systems. It generates a report describing the issue, notifies IT professionals of the event, and automates a workflow to make sure the error is reported and addressed in the right order. As a result, it facilitates quicker response times and lessens the impact of significant IT incidents by rapidly getting crucial information to the appropriate individuals.

Software for IT/DevOps incident management is frequently used in conjunction with service desk, mobile device management (MDM), and identity management systems in order to streamline projects, automate processes, and improve team cooperation.

To qualify for inclusion in the IT/DevOps Incident Management category, a product must:

  • track instances and notify personnel of serious mistakes
  • Sync with team collaboration tools to alert the appropriate parties
  • Establish a systematic process for dealing with events
  • Respond to, document, and look into IT failures

Features Of The Best Incident Management Tools

Different elements of incident management systems might contribute to the process’s scalability.

The following are some of the crucial attributes of an event management tool.

Machine Learning

Tools for incident management solutions that incorporate machine learning as part of the solution can aid in more effective ticket prioritization and routing.

This may speed up the process of handling an event.

Project Management Tasks Integration

The best incident management systems will also interface with software and tools for project management.

This can ensure that accidents are handled quickly and don’t get overlooked.

API Integration

It’s also crucial to integrate APIs with different remote or on-premises systems.

This will aid in departmental incident management process automation.

Integration with a chat platform that is utilized by the entire organization can also be helpful for those who want to maximize their integrations and make sure that all stakeholders and team members are on the same page.

Everyone will be informed of any issues and their status as a result.

Customer Support And Web Help Desk

For people who are unfamiliar with the incident management procedure, having customer help available round-the-clock may be crucial.

It is crucial to have a support crew to assist users in resolving any issues that may develop because incident response is a field where even slight outages can result in big interruptions.

In addition, having a web help desk is critical.

The functionality of a web help desk can be highly beneficial for those that need to access the incident management system from multiple locations.

With a web-based interface, all team members can access the same information, regardless of location.

Ensuring customer satisfaction through such an interface can also be necessary, as it can help reduce the number of support phone calls received.

With service management needs helping to track incidents and ensure the proper risk management occurs in the event of an incident, the web help desk can be an essential part of any organization’s infrastructure.

Support For Mobile Devices

Whether using iOS or Android, accessing your incident management software from a mobile device can be highly beneficial.

The right software solution can ensure that templates are available on mobile devices so that you can create and update tickets even when you’re away from your desk.

Configuration Management

With many SaaS offerings now available, including self-service portals and dashboards, it is essential to have a configuration management system in place.

Personnel such as DevOps, IT teams, and even security professionals need to be able to access and update configurations as required.

The ability to roll back changes that have been made is also essential, as it can help to prevent outages.

Problem Management

Identifying the root cause of an issue is essential to preventing future ones.

A problem management system can help identify these issues and ensure they are being addressed.

The right incident management team can use a combination of problem management and project management to configure the proper action steps.

Training

Having a plan for incident management training is crucial, whether it be through webinars, training materials, or even on-site training.

It is crucial to make sure that all team members have received sufficient training on how to use the tool because the incident management process might be complicated.

This will make it easier to make sure that situations get the attention they require.

Reviews about us

We’re a reader-supported publication. Learn more about how we independently research, test, review, and suggest the best products. We may receive a commission if you purchase something after clicking on one of our links.

Our Methodology

Our writers researched the most popular INCIDENT MANAGEMENT software on the market . They looked at 10 different pieces of software in total, screened alternatives from ten different companies and makers, reviewed 25 user evaluations (both good and negative), and tested three of the pieces of software themselves before making their final recommendations. All of this study has resulted in advice that you can rely on

What people says....

SUMMARY

  • For any organization, incident management software is essential.

    The proper software solution will assist in making sure that accidents are immediately handled and that nothing slips between the cracks.

    You can choose the best solution for your organization if you know what features to search for. By looking at the above list and considering your organization’s requirements, you can be sure to discover the ideal fit.

    Has your company ever employed incident management software?

    Which characteristics did you consider to be the most useful?

    Tell me in the comments section below.

    Utilizing the proper compliance software guarantees that you abide by all rules specific to your sector.

    A further way to make sure you are ready for an issue is to have expanded detection and response systems that scan for harmful or unauthorized activities.

    In order to ensure that the assets of your company are properly accounted for, check out this post on the finest asset management software.

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Freshservice.

OVERALL SCORE
4.9/5
4.7/5

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ABOUT FRESHSERVICE

Freshservice offers all the resources necessary for efficient incident management, SLA tracking, and extensive IT task automation.

The program can be altered to meet the unique requirements of your business.

Set each request’s priority, and make sure it is answered as soon as possible.

Freshservice can be combined with other technologies to provide a seamless experience thanks to its many connectors.

You can deliver first-rate customer care and manage all of your requests with multi-channel assistance from a single platform.

Additionally, the platform provides a self-service interface that your staff may utilize to submit and follow up on requests.

Likewise, you may automatically allocate tickets to a certain team or person, ensuring that the appropriate person handles each request.

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NinjaRMM.

OVERALL SCORE
4.9/5
4.7/5

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ABOUT NINJARMM

RMM, endpoint management, patch management, service desk, IT asset management, backup, and remote access are all supported by NinjaOne’s comprehensive IT operations platform. It can defend against ransomware on the endpoints. Complete visibility into the managed environment is provided.

It provides the features for deploying next-generation security solutions, automating the correction of vulnerabilities, and storing up important company data. You can manage, maintain, and track the IT assets with the use of NinjaOne’s strong tools.

NinjaOne delivers tools that are simple to use. It is a platform with several features, including cross-platform automations. These tools reduce the administrative workload. It uses a quote-based pricing structure. It will be pay-per-device priced. NinjaOne is available for free trial.

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SolarWinds Service Desk

OVERALL SCORE
4.8/5
4.5/5

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ABOUT SOLARWINDS

By automating numerous related activities, SolarWinds Service Desk enables you to adopt a proactive approach to IT issue management.

Additionally, SolarWinds Service Desk can assist you in accelerating ticket resolution times by streamlining the way you view and manage your tickets.

SolarWinds Service Desk has the tools you need to properly manage your IT incidents, whether you’re dealing with traveling staff who need access to their tickets from their mobile devices or using it as incident tracking software to monitor on a ticket’s progress through its lifespan

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Atera

OVERALL SCORE
4.75/5
4.6/5

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ABOUT ATERA

For businesses that require a comprehensive overview of all of their IT assets in one location, there is an incident management tool called Atera.

This covers patch management, device monitoring, ticketing, and payment.

Atera’s platform offers a delightfully straightforward interface, is simple to use, and offers all the functionality required for asset management software.

Atera is one of the industry leaders in remote monitoring and management software.

The program provides total visibility across all of your devices, enabling you to immediately identify and fix any problems that may develop.

You may monitor your expenses and determine where you might save costs by combining billing and incident reporting.

Atera is a great platform for any company trying to optimize its IT operations because it requires less bother and gives you greater control over your IT strategy.

Utilize Atera to stay connected and in command while ensuring the seamless operation of your company

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Jira Service Management

OVERALL SCORE
4.7/5
4.5/5

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ABOUT JIRA SERVICE DESK

Jira Service Desk is a fairly well-known service desk tool designed to support customer service and the IT or corporate service desk. This tool aids in providing clients with end-to-end service.

Jira Service Desk was built on top of the JIRA platform to enhance compatibility. As it was created for collaboration, it works well with agile teams. Jira offers some outstanding themes that may be customized.

Jira is a popular bug tracking solution used by many businesses since it has many trustworthy and strong features. Jira streamlines the process in numerous ways.

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Spiceworks

OVERALL SCORE
4.7/5
4.7/5

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ABOUT SPICEWORKS

Popular open-source incident management solution SPICEWORKS concentrates on simplifying the job of technicians and IT specialists. It contains a very basic network monitor program that can be used to get alerts and real-time information.

It includes networking tools that let users configure and troubleshoot networks. Users can share ideas and converse with one another in this online community.

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Any confusions

Frequently Asked Questions

  • ZENDESK is a prominent issue management application that attempts to build the greatest customer experiences. A firm of any size can use its robust, adaptable customer service and engagement platform
 

IT/DevOps incident management software is often used as a part of larger IT management strategy, working alongside service desk, mobile device management (MDM), and identity management solutions to help unify projects, automate tasks, and increase team collaboration.

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