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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 about JIRA Service Management
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 about AlertMedia
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 about Site24x7
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 about SnapComms
Mint Service Desk is a cloud-based ITSM solution designed to help businesses monitor, track and exchange information about resources with external and internal stakeholders. It enables organizations to register, monitor and manage...Read more about Mint Service Desk
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 about HaloITSM
Sofvie is a web-based collaborative intelligence platform designed to enhance communication and risk management in the workplace. The platform offers various tools for data collection, record management, hazard monitoring, custom ...Read more about Sofvie
GoAudits is an all-in-one inspection platform that helps retail chains, telecommunication companies, food manufacturers, construction companies conduct standard, quality, and safety audits. Businesses can easily plan and schedule ...Read more about GoAudits
Resolver’s risk management software is a cloud-based solution for midsize to larger enterprises that serves customers across a variety of industries and business needs. These industries include banking and financial services, heal...Read more about Resolver
Enablon is a cloud-based environment, health and safety (EHS) management solution that helps organizations track the use of natural resources. Enablon allows users to create action plans and ensure proper follow-ups with bui...Read more about EHS Management Software
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 about EthicsPoint
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 about Fusion Framework System
AlertFind is a cloud-based emergency notification and IT alerting solution that enables organizations to instantly reach employees when urgent situations arise. Using AlertFind’s multichannel communication, you can immediately ale...Read more about AlertFind
WebEOC is an incident management solution that helps local, state, and federal agencies prepare emergency plans and promote situational awareness for unexpected events. It includes a resource request module, which allows emergency...Read more about WebEOC
StatusIQ is a status and incident communication platform. Using this, employees can communicate incidents, schedule maintenance with customers in real-time via status page, emails and SMS and showcase uptime. Features include...Read more about Site24x7 StatusIQ
ConnectWise SIEM (formerly Perch) is a threat detection and response management solution that allows organizations to design, deploy and manage custom cybersecurity programs. The platform includes a threat hunting functionality wi...Read more about ConnectWise SIEM
PagerDuty is an incident management solution for monitoring systems and triggering alerts. Key features include monitoring aggregation, event grouping, real-time collaboration, mobile incident management, user reporting and live-c...Read more about PagerDuty
A1 Tracker Contract Management Software is a cloud-based contract management & lifecycle platform. A1 Tracker's features include contract approval workflow, documents, vendors, audits, reminder notifications, templates, certi...Read more about A1 Tracker
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 about HSI Donesafe
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 about Datadog
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:
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.
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. |
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:
The benefits of incident management software in a successful IT service operation are immense. Here are a few significant ones: