4 Best Incident Management Software of 2023 (Ranked)

Incident Management Software
Best Incident Management Software

Incident management software is one of the most effective solutions for addressing problems as they come up and finding ways to prevent them from happening again. Whether you’re looking for basic incident tracking, root cause analysis capabilities, or more advanced reporting tools, plenty of options are available – but which offers the best benefits?

Our top picks:

1. SolarWinds Service Desk:

2. ManageEngine ServiceDesk Plus

3. Freshservice

4. ServiceNow

This blog post will explore some of the top incident management software systems and discuss how each can help your organization’s needs.

What is incident management software?

Incident management software is a tool used to identify and address problems related to IT service delivery. It helps streamline incident resolution processes by providing advanced analytical capabilities, such as root cause analysis, automated notifications, and real-time tracking of service issues.

This allows organizations to take swift action when an issue arises, thereby risk management and helping ensure that the problem is handled quickly and efficiently.

What are the benefits of using incident management software?

| The benefits of effective incident management
What are the benefits of using incident management software?

The following are the benefits of it:

  1. -It increases efficiency by automating complex and time-consuming tasks to quickly identify, categorize, and resolve incidents.
  2. -It helps to streamline operations by providing a single platform for managing all activities related to incident resolution.
  3. -It facilitates better decision-making with accurate information and real-time analytics.
  4. -It ensures that incidents are addressed promptly and provides visibility into the progress of every incident.
  5. -It reduces costs by eliminating redundant tasks and enhancing communication across all stakeholders.
  6. -It improves customer experience by providing faster resolutions to their issues.
  7. -It promotes better collaboration between teams and departments, enabling them to identify root causes for incident resolution quickly.
  8. -It helps to identify patterns and trends in incidents, allowing for proactive management of future problems.
  9. -It provides an audit trail of all incidents, providing insights into best practices and accountability.
  10. -It helps to improve compliance with industry standards and regulations.
  11. -It offers a more reliable and secure environment for storing, tracking and managing all incident management data.

What is the best incident management software?

1. SolarWinds Service Desk:

SolarWinds Service Desk
SolarWinds Service Desk

SolarWinds offers an all-in-one incident management solution that includes ITIL-aligned workflows, automated ticketing, and dashboards to track progress. It also integrates with other SolarWinds products to help you manage the entire service delivery process from one place.

2. ManageEngine ServiceDesk Plus:

ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus

ManageEngine offers a cloud-hosted solution that provides ticketing, self-service portal, and reporting capabilities. It also integrates with popular ITSM frameworks such as ITIL, ISO/IEC 20000, and COBIT for easier compliance management.

3. Freshservice:


Freshservice is an easy-to-use cloud-based service desk solution that offers automated ticketing, asset management tracking, and customizable dashboards. It also provides integration with third-party tools to help you better manage your incident management processes.

4. ServiceNow


ServiceNow is a comprehensive platform for IT service delivery that includes incident management capabilities such as ticketing, automation, and reporting. It also integrates with other ServiceNow products for more advanced incident management capabilities.

Types of incident management software:

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Types of incident management software:

1. Basic Incident Tracking:

This software allows you to record, track, and monitor all service requests or problems in your business. It is typically used to record details such as who reported the incident, when it was reported, and other relevant information. This type of software also helps you stay organized by assigning tasks to specific people and tracking progress on resolution.

2. Root Cause Analysis:

This type of software goes further than basic incident tracking, allowing you to identify the root cause behind an incident. This can help you understand any patterns of problems and identify potential solutions.

3. Advanced Reporting Tools:

This software helps you monitor performance and analyze data over time. It also allows you to generate reports that help identify areas where your incident management processes can improve.

How to choose the best incident management software for your business

1. Identify your needs:

Determine what kind of problems you’ll likely be dealing with and the level of detail needed in reporting and analysis.

2. Consider existing infrastructure:

Evaluate whether current systems or software must be integrated into the incident management solution.

3. Research capabilities:

Please look at the features of different software solutions and ensure they meet your requirements.

4. Compare pricing models:

Please read up on the cost structure for each option to ensure it fits your budget.

5. Evaluate customer support:

Find out what kind of support is available from the vendor, and consider how important this is for you or your team.

6. Test the software:

Ask for a free trial or demo of the software to get hands-on experience and ensure it meets your needs before committing.

Pros and Cons of incident management software:


• Incident management software can quickly and efficiently track incidents and help you identify any potential problems.

• It can also provide detailed analysis that will allow you to pinpoint the root cause of an issue, helping you take proactive steps to prevent future occurrences.

• With its reporting capabilities, incident management software can help you easily document progress and ensure compliance with industry standards.

• The software can quickly create and distribute emergency response plans, ensuring your team is prepared for potential issues.


• Implementing incident management software can be complex and time-consuming, requiring dedicated resources to get it up and running properly.

• It may also require costly integration with other systems or additional training for your team.

• Depending on the software, incident management solutions may not offer all the features you need to address problems effectively.

• Finally, some solutions may not provide scalability if your business is experiencing rapid growth.

The cost of incident management software:

Although price doesn’t necessarily indicate quality, it is important to consider when choosing the right software for your needs. Depending on the features and services you require, you may find that some solutions are more expensive.

Research prices and compare options before deciding – this can help ensure you get the best value for your money.

Additionally, consider what type of support the software provider offers – this can help ensure you have access to the resources and assistance necessary for successful problem-solving.

How to get the most out of your incident management software:

When maximizing the value of incident management software, there are a few key features to keep in mind.

First, choose a solution that provides real-time visibility into incidents and their related data. This will help your team address issues quickly, reduce downtime, and identify potential trouble spots before they become bigger problems.

Look for solutions that provide customizable reporting and root cause analysis tools. This will enable you to pinpoint the exact cause of any problems, ensuring they can be addressed quickly and efficiently.

Finally, select a platform with an intuitive interface that is easy to use and navigate. This will make it easier for your team to access incident data and resolve incidents quickly to keep the business running smoothly.

How to implement and use incident management software?

1. Analyze your needs:

Start by evaluating what kind of incident management software you need. Think about the issues in your organization and choose a solution that can address them all.

2. Train staff:

Ensure everyone in your organization is adequately trained on the incident management software, so they know how to use it properly.

3. Set up and test the system:

Implement your chosen software solution to ensure it is working properly.

4. Monitor performance:

Once the system is in place, monitor its performance closely. Adjust as needed to ensure it runs optimally and addresses any issues quickly.

5. Track progress:

Use your software’s reporting and analytics features to track progress over time. This will help you identify potential problem areas to take action quickly and prevent further issues.

6. Make adjustments:

Review the data regularly to determine if any changes or modifications are needed in your incident management process. This can help improve efficiency and effectiveness overall.

The future of incident management software

is looking brighter than ever. New technologies are emerging to make it easier for businesses to track, analyze, and respond to real-time incidents. For example, artificial intelligence and machine learning are being used to create automated incident response solutions to detect and address issues before they become serious problems.

In addition, cloud-based solutions give businesses access to even more powerful features like analytics and reporting, which can help them better understand the root cause of incidents.

With these advancements, businesses can be sure they’re prepared to address any problem that arises in the most effective way possible. Regardless of your business’s size or industry, there is an incident management software solution that can meet your needs.

By exploring your options and determining which solution best suits your specific needs, you can ensure that your business is equipped to address any incident effectively. With the right software, you’ll be assured that any problem will be handled quickly and efficiently.


Q. Which tool is used for incident management?

A. Incident management software is the most effective solution for addressing problems when they arise and finding ways to prevent them from happening again. Many options are available, and they typically provide basic incident tracking, root cause analysis capabilities, or more advanced reporting tools.

Ultimately, it all depends on the scope of your project and what features you need from an incident management tool. It’s important to research and compares different products before making a decision.

Q. Can you use Jira for incident management?

A. Yes, Jira is a great tool for incident management. It provides features such as customizable workflows and templates, real-time visibility into status updates, root cause analysis capabilities, and more.

With Jira service management, you can easily assign tasks to team members or departments and track progress toward resolution. Additionally, it integrates with other tools such as Slack, Zapier, and more to streamline communication across your team.

Q. What are the best incident management tools?

A. There is no one-size-fits-all solution when it comes to incident management software. Different tools offer different features, so it’s important to research and compares different products before deciding.

The best tool for you will depend on the size of your team, the complexity of your incident management needs, and budget considerations. Ultimately, it comes down to choosing the right tool that fits your project and gives you the features you need to succeed.

Q. How can incident management software help my business?

A. Incident management systems can help your business in several ways, from improving response times to preventing future issues.

It also provides more efficient communication and collaboration between teams, improves visibility into progress updates, and allows for better root cause analysis to address problems quickly and efficiently.

Additionally, it helps ensure that any issues are resolved promptly and gives you the data you need to make informed decisions about preventing similar incidents from occurring.

Q. What are ITIL tools?

A. ITIL (Information Technology Infrastructure Library) is a set of best practices and processes used to improve the delivery of IT services. It guides managing incidents, problems, changes, and service requests.

ITIL tools are designed to help organizations adhere to the ITIL guidelines, with features such as automated incident and problem management, integrated change control, and streamlined service request processes.

These tools can be used in various ways to help improve the delivery of IT services and ensure that any potential problems are addressed quickly and effectively.

Q. What is an IT service management solution?

A. IT service management (ITSM) is a process that enables organizations to manage the delivery and support of IT services. An ITSM solution typically includes features such as incident management, service request management, change control, asset and configuration management, and more.

These solutions are designed to help organizations adhere to the ITIL (Information Technology Infrastructure Library) guidelines, providing best practices and processes for delivering IT services.

Q. What is normal Service Operation in ITIL?

A. Service Operation in ITIL is a process that enables organizations to manage the delivery and support of IT services. It provides teams with best practices for responding to incidents, managing problems and changes, controlling service requests, and more.

Service Operation also includes guidelines on measuring the quality of IT services, creating reports and metrics, implementing service level agreements (SLAs), and using incident management software to help streamline the process.


When it comes to incident management software, there are a variety of options available. Depending on your business needs, you can select from basic incident tracking software to advanced root cause analysis and reporting tools.

Ultimately, the best option depends on what features you require and how much flexibility you need when addressing issues in your organization. Investing in quality incident management software tools can be a great way to ensure that issues are addressed quickly and efficiently while providing the tools necessary to identify and prevent future problems.

Ultimately, this can help you keep your business running smoothly and efficiently.

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