Incident Management Software

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Showing 1 - 20 of 103 products
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Showing 1 - 20 of 103 products

AlertMedia

AlertMedia is a cloud-based emergency notification solution that enables businesses across multiple industry verticals such as energy, telecom, manufacturing, healthcare, transportation, government and education to keep staff memb...Read more

4.80 (95 reviews)

Fusion Framework System

The Fusion Framework System is a risk and resilience platform designed to help businesses understand how their business works, how it breaks, and how to put it back together again. Fusion's software helps organizations visualize t...Read more

4.40 (35 reviews)

Alcumus eCompliance

Alcumus eCompliance is a cloud-based environmental health and safety (EHS) solution that helps EHS professionals in businesses to mitigate risks and ensure the safety of the workforce. The solution acts as a centralized repository...Read more

4.48 (21 reviews)

HSI Donesafe

FrontRunners 2022

Donesafe provides an online all-in-one EHS (Environmental, Health & Safety) management software solution that connects all workers across an organization. Donesafe supports all industry types and organizations large and small. Our...Read more

4.76 (67 reviews)

StatusCast

StatusCast is a unified communications platform that integrates with dozens of leading IT operations and uptime monitoring applications so it is now easy to incorporate enhanced communications directly into enterprise workflow, ti...Read more

4.74 (23 reviews)

Datadog

Datadog is the monitoring, security and analytics platform for developers, IT operations teams, security engineers and business users in the cloud age. Datadog's SaaS platform integrates and automates infrastructure monitoring, ...Read more

Site24x7

Site24x7 is a cloud-based website and server monitoring platform that helps small to large size businesses monitor websites, servers, clouds, networks, applications and real-time users. The platform enables users to derive insight...Read more

4.38 (40 reviews)

EthicsPoint

EthicsPoint by NAVEX is a cloud-based solution, which assists risk and compliance teams with incident management and reporting. Key features include forms management, issue tracking, policy management, and compliance reporting. T...Read more

2.50 (2 reviews)

Incident Management Software

Intelex Safety Incident Reporting is a cloud-based incident tracking and investigation management solution that helps users to report incidents, investigate and analyze the root cause of problems. The solution can be used to ...Read more

4.50 (4 reviews)

JIRA Service Management

FrontRunners 2022

Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution that unlocks high-velocity teams. IT is in the midst of rapid transformation to build capabilities that enable quick delivery of ...Read more

Software pricing tips

Read our Incident Management Buyers Guide

Subscription models

  • Per employee/per month: This model allows you to pay a monthly fee for each of your employees.
  • Per user/per month: Users pay a monthly fee for users—normally administrative users—rather than all employees.

Perpetual license

  • This involves paying an upfront sum for the license to own the software and use it indefinitely.
  • This is the more traditional model and is most common with on-premise applications and with larger businesses.

Rated best value for money

Pro-Sapien EHS Software on Office 365

Pro-Sapien is the EHS Software on Microsoft 365. Part of the apps you use everyday, Pro-Sapien lets everyone spend less time on admin, and more time on things that matter. There’s no new app to go to and no new logins to rememb...Read more

5.00 (4 reviews)

Komodor

Komodor is a Kubernetes-native platform that empowers dev teams to troubleshoot efficiently and independently. Some of the main features of this platform include: - Full view of all changes in your K8s system that shows users pre...Read more

No reviews yet

sendQUICK Cloud

Omnichannel Notifications for your IT issues When your IP-addressable systems, applications and infrastructure fail, it affects you. It is important that you are equipped with all the information necessary to mitigate potential d...Read more

4.00 (1 reviews)

Incident Tracker

Incident Tracker is an on-premise and cloud-based solution that helps security firms, educational institutions, healthcare agencies, and other businesses manage incidents. It enables users to categorize digital forms into multiple...Read more

4.62 (13 reviews)

SnapComms

SnapComms is an Everbridge Company - The only end-to-end critical event management and employee communication solution in the world. Designed with all workplaces in mind, our software bypasses email to inform and engage every empl...Read more

4.78 (9 reviews)

VelocityEHS

VelocityEHS ESG|EHS software is trusted by 1/3 of the Fortune Global 1000 and thousands of other companies across industries to manage the environment, health, and safety programs. VelocityEHS modules include incident management...Read more

4.19 (26 reviews)

HaloITSM

HaloITSM is a cloud-based platform designed for ITIL-aligned service delivery. This solution can be used by organizations of all sizes in a variety of industries. With features like incident management, a customizable knowledge ba...Read more

4.67 (30 reviews)

Ecesis

Ecesis is an EHS software solution that helps you improve performance and achieve your goals. With Ecesis, you can engage employees and communicate requirements through online and mobile applications for change management, inspect...Read more

4.50 (2 reviews)

Emidence XD

Emidence XD is a cloud-based solution that helps healthcare, manufacturing and insurance businesses manage incidents across workplaces. It enables users to manage employees' compensation claims related to workplace fatality or occ...Read more

No reviews yet

Tandem Software

Tandem's web-based application is designed to manage the compliance burden of information security regulations and improve the security posture of each of its users. Tandem is a business-to-business software as a service (SaaS) co...Read more

4.75 (36 reviews)

Buyers Guide

Last Updated: October 29, 2021

If you are an IT service provider or work in your company's IT department, you need your processes to run smoothly and without interruptions. Incidents are, however, inevitable and often unique in nature—which makes it important to track when they occur and report them to the concerned personnel.

This is precisely where incident management software can help. These tools provide all the features necessary to accurately record and report IT-related incidents, ranging from security threats and breaches to bug defects in operations. Using incident management software, you can easily monitor multiple systems and processes simultaneously, and address any incidents that arise right away.

There are a lot of software applications out there for incident management, however, and it's important to know which one suits your business best. Some of them are loaded with core reporting features while others are more geared towards managing security threat incidents. Your business will have unique needs, so choosing the correct software is imperative—and we can help.

Here's what we'll cover:

What is incident management software?

Incident reporting dashboard from PagerDuty

Incident reporting dashboard from PagerDuty (Source)

Incident management software helps IT service companies or internal IT teams of businesses track, record, and report irregularities in their IT processes or software systems. It forms a part of IT services management.

Incident management tools in particular also store a repository of past incidents and analyses in order to draw out larger picture patterns in the future via detailed incident reporting and case investigations. Additionally, it collects real-time data on incidents, which helps IT personnel to triage on the exact time, location and systems affected by the incident.

Common features of incident management software

While most incident management tools will offer a unique set of features, here's what you can expect in most systems you come across:

Real time monitoring and alerts Allows IT teams to continuously and remotely monitor systems and processes for any incidents or security threats. Also helps to accurately locate the incident site or system, while providing necessary engineers and support staff real-time information on the incident.
Configurable forms and reports Allows users to customize incident reports and relevant response and analysis forms to match the requirements of the business.
Automatic escalations Automatically escalate the incident report to a higher authority within the organization or business if the first tier of personnel do not respond to the incident on time. Ensures no incidents go unreported, even if first level staff is unavailable or unable to resolve the incident.
Response dashboard Provides a single dashboard for incident reporting and provides a bird's eye view of the various attributes of incidents that have been reported in the past.
Collaboration features Provides a common platform through chat applets, mobile apps, and email between IT teams in order to collaboratively on resolve incidents. Particularly useful for remote IT teams and those working at different sites in large enterprises.

What Type of Buyer Are You?

Before you evaluate which incident management software is right for your business or IT team, you should understand what category of buyer you are. This will provide you with an accurate idea of the features you need and ensure that you select the right tool for your business.

Most buyers of incident management software fall into one of the categories below:

  • Small IT service providers: Small IT service providers usually have fewer clients and operate out of a single location with limited staff. They usually aim to deploy a single incident management software solution with the basic functionalities of monitoring and alerts, without the need for large scale collaboration or customizable analytics dashboards.
  • Midsize IT service providers: Midsize IT service providers serve multiple clients from either a single location or multiple locations and usually require continuous monitoring and alert features with configurable forms and reports. Some of them may also require integrated reporting dashboards, but typically do not need large scale multi-device collaborative tools.
  • Large IT service providers: Large IT service providers typically have many moving parts, serving multiple clients in multiple locations—and some even across borders. In addition to basic monitoring and alerts, they typically need multi-device collaborative tools and centralized dashboard features to respond to incidents on time. They also need automatic escalation features in case the first response teams in any location are unavailable.

Benefits of incident management software

The benefits of incident management software in a successful IT service operation are immense. Here are a few significant ones:

  • Real-time notifications: Real-time notifications to the responsible personnel ensure fast resolutions to incidents. This helps prevent incidents from affecting end-users, and thereby improves the service quality from the provider. An indirect benefit is greater customer trust in the service provider's capabilities.
  • Collaboration between teams: Collaboration between teams, either in single or in multiple locations, ensures that the best and most capable team members are able to provide their input for faster resolutions of incidents. The knowledge sharing capabilities inherent in collaboration features also help defend IT systems and processes against repeated incidents of the same nature.
  • Streamlined operations: Unified dashboards and multi-device compatibility helps reduce response times to incidents and streamline operations with ease. As a result, IT service teams can more consistently handle incidents via clear, established protocols that are implicitly followed by teams of any size.

Key considerations

  • Integration with third-party apps: Most IT service teams use multiple applications for customer service. If you fall in this category, you need to consider that the incident response software you are considering can integrate with other tools that your business is currently using.
  • Cloud or on-premise deployment: As a software buyer you need to be certain of your deployment preferences and check the deployment options that your vendors offer. Many buyers in this case prefer cloud-based solutions because of pricing flexibility and easy deployment. However, you need to consider your unique requirements and may want to opt for a full-scale, on-premise license.