This article will help you quickly compare and evaluate the best incident management tools and other incident management solutions.
How do you best handle database change management? What is the best incident reporting app for your situation? What items should you have in your toolbox when it comes to organizing request management? In this post, I’ll share with you how incident management software can address all of these concerns and more.
Quickly Compare & Evaluate The 10 Best Incident Management Software
Enterprise incident management is crucial to a healthy IT ecosystem and overall IT infrastructure. Here are some tools that can help navigate the ups and downs involved.
The Best Incident Management Software List
Here’s a shortlist of the best incident management tools:
- ManageEngine ServiceDesk Plus
- Zendesk
- HaloITSM
- BigPanda
- OnPage
- NinjaRMM
- Rundeck
- ServiceNow
- Issuetrak
- Spiceworks
Incident Management Software FAQ
Have some questions about incident management software before I get started? Check out this helpful FAQ first.
What is incident management?
Incident management is the framework in which IT teams restore “normal” service operation with speed and efficiency after a problem or disruption of service arises. The goal is to work fast and thoroughly in order to minimize the impact on the business. Incident response tools are designed to help with this sometimes daunting process.
Why is incident management software important to QA?
During the QA testing phase, the goal is often to find weaknesses in the target software in order to iron them out and make the app launch-worthy. Proper incident management reporting can help QA team members explain what problems they are seeing, which can then be better translated by the development team, who can come up with more sturdy and accurate solutions.
What is ITIL incident management?
The incident management process can be complicated. That’s why there are frameworks that help IT staff work quickly in the aftermath of disruption or incident. The ITIL (which formerly stood for IT Infrastructure Library) process includes the following stages: Service Strategy, Service Design, Service Transition, Service Operation, and then Continual Service Improvement.
What is a software inventory tool—and how does it help incident management?
A software inventory tool provides information about the software being used within a network. This type of network inventory software is useful for incident management because it provides in-depth details about any errors or disruptions within the program. Proper network inventory management helps to identify the time, circumstances, and details of any particular incident.
Software Testing Tools Comparison Criteria
What are we looking for when we compare software for review? Here’s a summary of my evaluation criteria:
- User Interface (UI): Is it clean and attractive? Does it look and work like the modern software? Is item placement intuitive, even for low-tech individuals?
- Usability: Is it easy to learn and master? Does the company offer good tech support, user support, a knowledge base, tutorials, and training? Is there an online community/forum around the product?
- Features & Functionality:
- Customizable & Consolidated Alert System – Can the tool pull incident alerts from different sources, such as chats, emails, phone calls, and more; organize them; and notify the appropriate groups? Are these settings intuitive and flexible?
- Issue Categorization – Does the tool offer a robust system for issue categorization? Can an issue be flagged in detail with keywords that will help future analysis?
- Investigation Tools – Does the software offer: a report or sequence of events per incident, orders for corrective actions, a record of findings, other action management items, and so on? Does using the software help reduce resolution times?
- Analytics & Reporting – Is reporting output detailed, readable, and customizable? Can you import/export results via third-party tools as needed?
- Problem Management – Does the software offer processes or directions for getting to the root of the problem after incident closure? Can the tool guide steps after the incident lifecycle ends?
- Integrations: Is it easy to connect with other tools? Any pre-built integrations? Can you import objectives and goals designed in other software? Does it integrate with other software you already have in use, such as asset management software or ticketing systems?
- Value for $: How appropriate is the price for the features, capabilities, and use case? Is pricing clear, transparent, and flexible?
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Overviews Of the Top Incident Tracking Tools
Below you’ll find a few details about the incident tracking software selected for this list to help you better pick the right one for you.
1. ManageEngine ServiceDesk Plus – Best for multi-channel incident logging
ServiceDesk Plus is the full-stack ITSM solution from ManageEngine, the enterprise IT management division of Zoho Corporation. ServiceDesk Plus has received Pink Elephant’s ITIL® 4 compatibility certification for its Incident Management practice, meeting 100% of the evaluation criteria.
The product’s incident module is equipped with a vast range of features and capabilities, including multi-channel incident logging, customizable incident forms, and automated ticket-workflow for consistent incident resolution and an optimized incident resolution process. End users can create tickets via email, phone call, chat message, and a web-based self-service portal. Emails are automatically converted into tickets.
Custom incident templates in ServiceDesk Plus help collect relevant information from requesters at the time of ticket creation itself. Then, ServiceDesk Plus allows service desk teams to perform a wide range of activities on incoming tickets, including categorization, prioritization, and technician assignment based on ticket parameters, with no-code automations.
ServiceDesk Plus costs from $58 / technician / month. They also offer a free edition up to 5 technicians, a 30-day free trial and an online demo. A personalized demo can also be scheduled.
2. Zendesk – Best for small to medium businesses
The Zendesk Support Suite allows your team to work seamlessly with a single set of tools and processes that work the same on any channel: email, chat, voice, and even social messaging apps like Facebook, WhatsApp, Twitter, WeChat, and more.
As far as paid software goes, Zendesk is a great deal when it comes to the monthly costs. You can, of course, add products or services to your plan, which will increase costs. Thanks to the low per-item cost and flexible plan, Zendesk scored highly in a review of Value for Cost.
Integrations include Zoom, Kaizo, Productboard, SessionStack, Amazon Connect, Nicereply, CloudTalk, Harvester, TypeGenie, Zoho CRM, Snapchat, Capsule CRM, Google Hangouts, Mailchimp Activity, Simplesat, ChargeDesk, Nutshell, Gainsight, SendSafely, TeamViewer, and hundreds more.
One downside of Zendesk is that it seems to be best suited for small- to mid-sized businesses. The operation may be vulnerable to overloading if you regularly process thousands of incidents per day.
Zendesk starts at $5/user/month and has a free 30-day trial as well as a free demo.
3. HaloITSM – Best for Enterprises
HaloITSM is a leading IT service management (ITSM) solution that can cover all of your service management needs, including incident management and enterprise service management. This award-winning software boasts customers like Siemens, The University of Cambridge, NHS, and Suzuki.
With HaloITSM, you can restore normal service operation as quickly as possible and minimize the adverse effect on business operations, ensuring that the best possible levels of service quality. Deliver faster resolutions with HaloITSM with ITIL-aligned processes that make it easy to manage incidents and meet SLAs.
Integrations include Office365, Azure DevOps, SCCM, BeyondTrust, Lansweeper, Active Directory, Azure, Microsoft teams, TeamViewer, Facebook, and other apps you use every day.
Standout features include workflow automation for incident management, a DIY knowledge base with detailed keyword indexing, a fully customizable & white label self-service portal, change control tools, and CMDB/configuration management.
HaloITSM costs from $29/user/month and comes with a 30-day free trial.
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