IT Teams
• 4 min read
Top Incident Management Tools in 2024
6th February, 2024
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Incident management is crucial to understand the cause of disruption in IT service as well as to restore it quickly. Incident management tools help to streamline requests, facilitate self-service, and allow users to submit tickets using multiple channels.
Information technology (IT) teams use different tools to ensure that work is done properly and end-users are working efficiently. But there is always a chance of deviation or unexpected problems which occur in between the work.
Any deviation from usual operations is an incident and IT teams use different tools to quickly restore the incident so that work won’t get affected longer. It can be an application or device that suddenly stops working.
There are many incident management tools available in the market. In this post, we have discussed eight incident management tools that information technology (IT) teams can use in their organization.
Incident Management Tools for IT Teams
1. Freshservice
Freshservice incident management tool is easy to use and offers rich custom integrations. Its incident management allows users to submit tickets through multiple channels such as email, chat, and a support portal. Freshservice routes incidents to relevant team members or groups, and once the incident gets resolved, the information automatically gets added to the knowledge base for future reference.
Features
Tracks and manage service level agreements (SLA) to prevent violations
Allows users to submit feedback on issue management and resolution
Helps IT teams to identify problems to make improvements
Pros
Routes tickets automatically to the relevant members and keep track of tickets.
Support multi-channels such as email, chat, etc. for raising tickets
Affordable and easy to set up tool
Its intuitive interface makes it easy to use
Cons
Reporting is tedious to configure
Every customization makes it slow
Very few workflow options
Customer Rating
G2- 4.6/5
Capterra- 4.5/5
2. HaloITSM
HaloITSM is an ITIL-aligned incident management platform that helps organizations easily manage incidents and meet SLAs. It empowers IT, teams to automate workflows quickly. HaloITSM helps to make communication amongst different departments efficient, easy and quick. It enables teams to easily track, plan and deliver organizational changes on any scale quickly.
Features
Allows to track assets and visualize dependencies between configurable items
Gives comprehensive visibility of all changes across the organization
Provides a self-service portal for users
Pros
It is highly customizable and has a good number of inbuilt integrations
An easy to use the tool once you get your hands on it
Flexible and powerful reporting capabilities
Cons
Initial configuration is tedious and time-consuming.
It has a steep learning curve.
The knowledge base is pretty simple and non-intuitive
Customer Rating
G2- 4.8/5
Capterra- 4.6/5
3. ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus allows organizations to route incidents to the right technicians and assigns them automatically. It provides predefined SLAs for different kinds of incidents and set multi-tier escalations. ManageEngine ServiceDesk Plus keeps technicians and users informed with timely updates on their tickets via email and SMS alerts. Further, it allows users to create tickets from multiple channels such as email, a self-service portal, and phone calls.
Features
Record every possible piece of information on an incident and offers customizable templates for ticket creation
Keeps relevant users updated about the status of the tickets
Allows users to submit surveys and feedback
Pros
Incident reports can be easily exported
Simple to manage incidents and support team
Doesn’t require much training to get started
Cons
There is no documentation for database and API
Requires a lot of manual tinkering
It can be expensive for small companies
Customer Rating
G2- 4.2/5
Capterra- 4.3/5
4. Solarwinds
Solarwinds Service Desk empowers organizations to organize and streamline incident tickets and requests coming from different channels like email, calls, etc. It automates simple and repetitive tasks, routes tickets to the relevant people, and helps to resolve incidents quickly. Solarwinds Service Desk uses artificial intelligence to increase the efficiency and productivity of teams.
Features
Automate service request management from ticket creation, assignment, routing, and escalation
Allows to keep track of incident requests status
Built-in desk knowledge base to promote self-service for common issues
Pros
It has simple and intuitive incident management workflows
Allows to customize reports as per your requirements
Provides an excellent customer support experience
Cons
Set up is complex and time-consuming
It has a steep learning curve and takes a bit of time to get a hold of it
Customer Rating
G2- 4.4/5
Capterra- 4.6/5
5. ServiceNow
ServiceNow allows users to submit incidents through multiple channels such as a self-service portal, email, chatbot, and phone calls. Its integration with AIOps reduces incidents and means time to resolve to eliminate noise, prioritize and remediate. ServiceNow acts as a single point of record to understand the impact of incidents, problems, and change requests. It helps organizations to restore services and resolves issues quickly.
Features
Automatically assigns incidents to the relevant users
Its AI recommendations help to prioritize and resolve issues faster
Workflows to identify, track and resolve high-impact incidents
Makes team collaboration easy
Pros
It is an easy to use tool
It integrates with a lot of other tools easily to increase the efficiency
Provides a lot of workflows based on industry to manage and track services
Cons
The initial setup is complex and time taking
Occasionally slows down
Customer Rating
G2- 4.3/5
Capterra- 4.5/5
6. Alloy Navigator
Alloy Navigator incident management solution helps organizations to restore services faster to minimize the impact on business operations. It automatically converts emails coming to the support team into incidents and assigns them to relevant IT personnel. Alloy Navigator saves time for IT personnel by allowing users to quickly find the solution to common incidents directly.
Features
Its native mobile app allows users to connect to the service desk anywhere and anytime.
Automatically notifies requesters about every step to a successful incident resolution.
Its knowledge base helps users to find solutions to common issues
Pros
It is an intuitive and easy to use tool
Provides good customer services
Cons
Customization is complicated
Customer Rating
G2- 4.5/5
Capterra- 4.5/5
7. BigPanda
BigPanda provides an intuitive and easy-to-use solution for IT incident management. It gives a comprehensive real-time view of all incidents and automatically routes incidents to any environment. BigPanda shows the full history of an incident and helps IT operators pinpoint the causes of the incident.
Features
Shows real-time active incident feed
Provides consolidated IT incident overview
Helps teams to easily visualize the overall health of the IT environment
Pros
Simple and easy to implement
Single console to understand overall IT environment status
Support is super responsive and helpful
Cons
Some interface flows are a bit confusing
Customer Rating
G2- 4.4/5
Capterra- No review available
8. Ivanti
Ivanti's incident management solution enables IT teams to easily capture, identify, and respond to issues across the organization. It helps to improve incident response plans by automating incident processes and communications to easily understand and restore service operations and resolve information technology (IT) issues.
Features
Allows communication between user and resolver within the tickets
Helps in self-service for resolving common issues
Pros
Good support and very helpful Ivanti forum for resolving issues
Its very easy to create custom objects and use those for new processes
Allows to import tickets easily
Cons
It has a steep learning curve
Customer Rating
G2- 3.9/5
Capterra- 4.5/5
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