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Adapting to change and utilizing effective change management tools is essential for success in business. However, nobody wants an incident that halts operations and inflicts lasting damage on the company’s reputation. Such setbacks can lead to consequences that extend well beyond just monetary losses or physical damage.
Risk management tools aim to prevent or lessen the impact of such incidents by identifying, analyzing, and prioritizing potential risks. Still, when accidents occur, it’s vital to have a solid plan and the right tools to respond swiftly, effectively, and without causing further harm.
ITSM tools (Information Technology Service Management tools) are designed to support organizations in this task. They facilitate planning for disruptions, monitoring ongoing incidents, and restoring normal operations as quickly as possible. Incident management software is a specific type of ITSM tool; it helps companies monitor, track, and resolve incidents promptly while learning from these events to prevent future issues. No matter the severity—be it a minor glitch or a major crisis—the proper software ensures quick resolution and minimizes downtime.
In this article, I will review the top incident management software currently available, guiding you toward the best choice for your organization—whether for prevention or handling issues when they arise. Let’s dive in.
What Are The Best Incident Management Software?
Below is a list of the leading Incident Management Software options for business evaluation.
1. HaloITSM
Best Overall For Incident Management
HaloITSM provides a comprehensive incident management platform that balances ease of use with a wide array of features. Restoring normal business operations after an incident is critical, and HaloITSM is designed to make this process seamless. Its flexibility allows it to adapt to the needs of various organizations, from small startups to large corporations. Whether you’re managing simple service requests or complex incident workflows, HaloITSM covers the full spectrum, making it suitable for any size of business.
Key Features:
- Set default categories, priorities, SLAs, and mailboxes to streamline request processing
- Effortlessly escalate incident types to the appropriate personnel
- Comprehensive tracking of every action from incident reporting to resolution
- Link related incidents under a single ticket for easier management
- Allow manual creation of incidents and tickets for flexibility
User Experience:
An intuitive visual interface offers real-time insights into each request, while the side menu grants quick access to all features and settings.
Pricing:
- ITSM System: $69 per user, monthly. Charged yearly.
- Enterprise: Contact for pricing details.
Pros and Cons of HaloITSM
Advantages:
- User-friendly interface that is easy to navigate. Highly customizable to fit your organization’s workflows.
- The support team is known for being responsive, helpful, and flexible in accommodating customer needs.
Drawbacks:
- Occasionally, users may find it challenging to locate certain features or understand how to utilize specific functions effectively.
Recent Product Enhancements:
Businesses can now create and manage maintenance requests directly within HaloITSM, streamlining operational workflows and improving efficiency.
2. NinjaRMM
NinjaRMM enables comprehensive control over all your devices from a single dashboard. If you need centralized management and monitoring of your entire IT infrastructure, NinjaRMM is the perfect solution. It provides real-time endpoint monitoring to ensure that no incident goes unnoticed, allowing you to maintain continuous operation of your critical systems. This tool is especially valuable for businesses with service level agreements, helping them meet uptime goals by remotely overseeing device performance and health. Automation features for routine maintenance, such as patching and software updates, help streamline IT operations, saving time and reducing manual effort. With NinjaRMM, you can effortlessly keep your devices current and secure without manual intervention.
Key Capabilities:
- Supports managing devices across multiple platforms from a single dashboard, simplifying control and oversight.
- Advanced patch management keeps all endpoints secured and up-to-date with the latest security patches.
- Automation tools streamline routine IT tasks, saving time and effort.
- Real-time monitoring and alerts keep you informed about your network’s status at all times.
- Secure remote access enables you to connect to any device remotely from anywhere worldwide.
- Endpoint security features protect your devices against cyber threats efficiently.
User Experience:
The platform offers a highly intuitive user interface, making navigation simple. Its capabilities for running various remote tasks—such as scripts, reports, and queries directly from the web interface—are especially valuable for saving time and increasing productivity.Feature that is essential for any business.
Getting a Custom Quote:
Find out what NinjaRMM can do for your company by requesting a personalized price estimate.
Pricing:
Contact us for a tailored quote to explore what NinjaRMM can provide for your organization.
Thoughts on NinjaRMM:
What I Like:
- Including Teamviewer licenses in the package helps save costs that would otherwise be spent on separate tools.
- The built-in antivirus and automatic remote patching streamline maintenance tasks and save time.
What Could Be Improved:
- A few aspects of the user interface could be designed to be more intuitive and easier to navigate.
Product Enhancement Updates:
- New patching data features will allow you to see which devices have been updated and which still need attention.
- The offline script scheduling feature will enable you to execute custom scripts on devices that are currently offline.
3. Freshservice
Ideal for Managing Service Level Agreements (SLAs).
Freshservice offers comprehensive tools for incident management, SLA tracking, and automation of various IT processes. The software can be tailored to meet your organization’s specific requirements, enhancing workflow efficiency. Prioritize requests effectively and respond quickly to incidents. Its wide range of integrations allows for seamless connection with other tools, creating a unified platform. Multi-channel support enables your team to provide excellent customer service while keeping track of all inquiries. Additionally, the self-service portal empowers employees to submit and monitor their requests independently. Tickets can be automatically assigned to the right team or individual to ensure prompt handling of issues.
Features:
- Effective SLA management ensures your organization consistently meets its service commitments.
- Satisfaction surveys provide insights into customer happiness levels.
- Task management helps monitor and assign responsibilities across teams.
- A centralized knowledge base stores important organizational information.
- The priority matrix assists in organizing requests by urgency and importance.
User Experience:
The platform is designed to be intuitive and user-friendly, making it easy for staff and customers to navigate and utilize the tools efficiently. It offers a clean interface that simplifies complex processes, allowing users to quickly create and manage tickets, access knowledge articles, and monitor ongoing tasks with ease.Tickets can be efficiently managed using the software, allowing for quick resolution times. Additionally, you can switch between different views to see which team is assigned to each task and monitor the progress of every ticket.
Pricing plans are as follows: the Starter package costs $19 per agent each month, the Growth plan is $49 per agent, the Pro version is priced at $89 per agent, and the Enterprise tier is $109 per agent monthly. (See the image below for a detailed pricing comparison.)
What I Appreciate/Dislike About Freshservice
Likes:
– The platform offers a wide array of ready-made use cases.
– It operates swiftly and responds promptly to user input.
Dislikes:
– The mobile app is less user-friendly compared to the web version.
Recent Product Updates:
– Knowledge Base 2.0 now features an upgraded editor, giving users greater control over article appearance.
– Alert management tools help maintain oversight of all notifications within your environment.
4. Atera
Atera, a top choice for ease of use, is designed for organizations seeking complete visibility of all their IT assets in a single platform. It encompasses device monitoring, patch management, ticketing, and billing functionalities within a sleek and intuitive interface. When it comes to remote monitoring and management, Atera stands out as one of the leading solutions, providing comprehensive insight into all network devices. This visibility allows for swift issue identification and resolution.
Combining billing and incident reporting, Atera helps organizations keep track of costs and find areas where savings can be achieved. Its streamlined approach offers enhanced control over IT operations, making it ideal for organizations aiming to simplify and optimize their IT strategies. With Atera, businesses can stay connected and manage their infrastructure effectively, ensuring ongoing smooth operations.
Key features include real-time alerts for immediate issue notification, automatic network discovery for full infrastructure visibility, contract and SLA management to meet client obligations, and remote access capabilities for device control from anywhere. The platform also supports IT automation to reduce repetitive tasks and patch management to keep systems secure and up-to-date.
User Experience
Being able to view various alerts for each customer and see a map of all interconnected devices proves very useful. You can also check how many tickets are scheduled for a certain day, which helps you understand the remaining workload.
Pricing:
Atera offers the following subscription plans:
- Pro: $99 per month per technician.
- Growth: $129 per month per technician.
- Power: $169 per month per technician.
What I Like and Dislike About Atera
Pros: Atera allows users to push Windows updates with just a few clicks, eliminating the need to manually log into each device. Additionally, the device status dashboard provides a quick overview of all connected devices.
Cons: The scripting capabilities within the application could be expanded to improve troubleshooting efficiency and ease of implementation.
Recent Product Updates:
– Integration with Emsisoft enables the use of this robust antivirus and malware protection for safeguarding devices.
– Users now have the option to manually override automatic updates related to ticket activity status, due dates, and priority levels.
5. ServiceDesk Plus
ServiceDesk Plus is a highly effective IT incident management tool designed for organizations that need to resolve support tickets quickly. Its clean, user-friendly interface makes it simple to navigate and manage all IT assets effectively.
Using intelligent automation, ServiceDesk Plus accelerates ticket resolution times and boosts the accuracy of first-time fixes. Its ready-made integrations ensure seamless compatibility with existing IT systems, making deployment straightforward. By assigning appropriate technical help promptly whenever problems arise, ServiceDesk Plus helps ensure customer satisfaction and adherence to service level agreements.
Key Features:
- Asset management centralizes tracking of all IT assets.
- Project management helps keep projects on schedule and functioning efficiently.
- The service catalog displays all available organizational services.
- Enterprise service management simplifies the delivery of organizational services.
- IT release management ensures that all infrastructure changes are properly tested and approved before implementation.
- Change management monitors all relevant IT infrastructure to ensure stability and compliance.
User Experience:
Efficiently filtering through requests and monitoring their statuses helps you stay organized and responsive to issues. You can also categorize tickets based on specific features, making it easier to handle complex or related tasks.
Pricing:
- Standard: $10 per month
- Professional: $21 per month
- Enterprise: $50 per month
A free trial is available for download, giving you the chance to explore the platform before committing to a plan.
What I Like and Dislike About ServiceDesk Plus
Likes: The interface is highly user-friendly, allowing new users to get started quickly. It also offers rapid incident handling features that help resolve issues more efficiently, reducing downtime and improving productivity.
Dislikes: Incorporating more templates tailored to various request types would enhance the platform’s versatility and save time when managing different categories of tickets.
Product Updates:
- The new space management tools enable you to monitor storage use and plan for capacity expansion proactively.
- IT release management processes ensure that updates to your infrastructure undergo proper testing and approval stages before deployment.
- Enterprise service management features help streamline organizational workflows and improve service delivery across departments.
6. SolarWinds Service Desk
SolarWinds Service Desk is designed to enable a proactive approach to IT incident management by automating many associated tasks. It simplifies ticket viewing and handling, allowing for faster resolution times. Whether employees need access via mobile devices or managers want to track ticket progress throughout its lifecycle, SolarWinds Service Desk provides the features to manage IT incidents efficiently. Additionally, all departments can collaborate within a unified ticketing system, speeding up problem resolution and ensuring smoother workflows. This integrated approach helps organizations adopt ITIL best practices, ultimately enhancing incident management processes.
Key Features:
- Enhance incident management efficiency to decrease ticket numbers and resolution times.
- Utilize artificial intelligence to prioritize and assign tickets automatically, speeding up response times.
- Follow ITIL best practices through pre-built templates and workflows integrated into the platform.
- Automate cross-departmental incident processes with ready-to-use integrations, streamlining workflows.
Pricing:
You can start a full 30-day trial of Service Desk to explore all its features, helping you assess whether it suits your needs. This trial also provides the pricing details necessary to make an informed choice.
7. Zendesk Suite
Zendesk Suite enables you to create different types of tickets, including questions, problems, incidents, and tasks. This system allows you to monitor the status and history of each ticket, ensuring prompt resolution. You can also set up automated triggers to manage your tickets more effectively, and linking tickets makes it easier to track related issues. The platform simplifies onboarding new team members, manages permissions, and ensures that notifications about updates reach everyone quickly to keep the team aligned.
Key Features:
- Detects service disruptions causing multiple ticket creations.
- Links related tickets under a main issue to streamline management.
- Automatically updates linked tickets when the main problem is resolved.
Pricing:
Start your free trial of Zendesk now and experience all the features that Zendesk Suite provides.
Other incident management tools worth mentioning include Jira, Opsgenie, and Microsoft Service Assurance.
What Are Incident Management Software?
The incident management process is vital for maintaining effective IT operations within any organization. Incident management software helps simplify and automate many aspects of this process, making it easier to track and resolve issues swiftly. Numerous customizable tools are available to meet different organizational needs, so selecting the right one is essential.
Features of Top Incident Management Tools
Incident management solutions come with features designed to enhance efficiency in handling incidents. Among the most important are those that utilize machine learning to prioritize and route tickets automatically, thereby reducing resolution times. Integration capabilities with project management platforms ensure issues are addressed without slipping through the cracks, while API connectivity with various on-premises or remote systems facilitates cross-departmental automation. For companies looking to maximize communication, integrating with organizational chat tools keeps everyone informed about ongoing issues and their status.Customer Support and Web Help Desk
Providing immediate customer support is crucial, especially for those unfamiliar with managing incidents. Since even small outages can lead to major disruptions, having a dedicated support team to assist users in resolving issues is vital. Additionally, implementing a web help desk is essential for streamlined communication and support. This online platform allows team members to access incident management systems from various locations, ensuring everyone stays informed. An online interface not only facilitates better teamwork across different sites but also helps boost customer satisfaction by reducing reliance on phone support. Moreover, the web help desk plays a key role in tracking incidents and managing risks effectively, making it an indispensable part of an organization’s infrastructure.
Mobile Device Support
Accessing incident management tools via smartphones or tablets offers significant convenience. Whether you’re using iOS or Android, having mobile-compatible software allows you to create and update tickets on the go. By ensuring that templates and essential features are available on mobile devices, teams can respond faster to issues, even when away from their desks.
Configuration Management
With many cloud-based solutions now on the market, including self-service portals and dashboards, maintaining a robust configuration management system is more important than ever. IT staff, DevOps teams, and security experts need reliable access to update configurations regularly. Additionally, the ability to reverse changes when necessary is critical to preventing outages and maintaining system stability.
Problem Management
Finding the root cause of issues is crucial to avoiding recurring problems. A strong problem management system helps identify underlying causes and ensures they are addressed promptly. Combining problem management with project management techniques enables incident response teams to develop effective action plans, reducing downtime and improving overall system reliability.
Training
Effective incident management requires thorough training through various methods such as webinars, instructional materials, or on-site sessions. Because the incident management process can be complex, ensuring all team members understand how to use the tools properly is essential. Proper training guarantees quick, efficient responses to incidents, minimizing disruption.
Conclusion
Incident management software is a vital asset for any organization. The right solution ensures that incidents are addressed swiftly and nothing is overlooked. Selecting the appropriate features based on your organization’s needs can make all the difference. Review the features listed above and consider your specific requirements to choose the best fit.
Have you implemented incident management software in your organization? Which features have been most useful for you? Share your experiences in the comments below.
Further resources on StepThroughThePortal.com:
– RMM software enables businesses to remotely monitor and manage their networks efficiently. To understand if this approach suits your needs, read more about remote network management software.
– Staying compliant with industry regulations is essential. Explore the top compliance software of 2025 to find the best tools for your business.
– Protect your infrastructure with extended detection and response platforms, designed to detect malicious activity before it causes harm.
– Keep track of your organization’s assets effectively with the best asset management software of 2025, helping ensure accurate asset accounting.