The 7 best incident management tools on the market

Downtime is a major concern for IT organizations. According to the ITIC report, the main contributing factors are security hacks, data breaches, network outages, and human error. Each of these issues affects not only the IT infrastructure but overall business operations.

Incident management strategies ensure these disruptions are quickly addressed with minimal impact on IT operations. Effective execution of this strategy requires incident management software. These tools streamline the incident management process and are indispensable for IT departments invested in mitigating error.

To help you choose a solution that’s right for you, we’ve reviewed the top choices through research and customer reviews. Here’s all you need to know about the seven best incident management tools.

What is IT incident management software?

IT incident management software is a suite of tools that assists in identifying and responding to incidents, as well as analyzing and learning from them.

One key component of these systems is incident tracking software (also known as IT ticketing systems), which serves as a central hub to restore incident details and assign responsibilities. Another key component is alerting functionality, which ensures that the right technicians get notified when incidents occur.

Types of IT incident management software

The types of IT incident management software differ significantly, so it is important to understand the different options before investing in one.

Here’s a basic breakdown of the different incident management tools.

1. Standalone incident management tools

Standalone incident management tools are made for basic-level incident tracking and resolution. These tools often include centralized incident status pages, basic-level IT automation, team collaboration, reporting, and third-party integrations. 

Standalone solutions are best for users solely interested in incident management capabilities. The downside of these tools is they may lack root cause analysis capabilities that address the underlying causes of recurring problems. 

2. ITSM tools

IT service management (ITSM) tools combine incident management with other ITSM processes, such as change management, problem management, and IT asset management. ITSM tools often include automation tools to automate key processes, including ticket routing and resolution.

This integrated approach leads to streamlined workflows and more effective IT management.

3. Open-source incident management tools

Open-source solutions are often free and offer a wide range of customization options, making them attractive choices for organizations with specific needs or limited budgets. These tools often have active communities that contribute to the development of the tool.

While open-source solutions are cost-effective and customizable, their downsides include the technical expertise required, lack of customer support, and security risks associated with the open-source systems. Most IT organizations will find these lacking features to be a dealbreaker.

4. Unified IT management platforms

Unified IT management tools offer a holistic approach to IT management by combining various capabilities into a single solution. These capabilities often include RMM, IT ticketing, remote access, automated patch management, asset management, reporting, etc.

Atera is a strong example of such a tool. It combines all the key IT management capabilities into a single platform. Atera’s ticketing system includes incident management capabilities that alert users of looming incidents in real time.

Why you need an IT incident management software

IT incident management software offers several benefits to organizations, ranging from minimized downtime to faster resolution time. Let’s look at each of these gains through an IT-specific lens. 

1. Minimize downtime

According to an ITIC report, 57% of SMBs with 20 to 100 employees said downtime costs them $100,000 an hour. The takeaway from statistics like this one is clear: Avoid downtime at all costs—or it will cost you.

Incident management tools are designed for this very reason. They can prevent downtime and the associated losses by automatically detecting, addressing, and resolving IT issues before they escalate.

2. Automate routine tasks

Incident management tools offer automation capabilities for alerting, ticket management, and incident resolution. This frees up IT technicians’ time so they can focus on strategic projects.

3. Streamlined IT management

Managing incidents manually or through disjointed systems can be time-consuming and error-prone. Incident management tools eliminate silos and centralize incident tracking, communication, and resolution by bringing diverse capabilities onto a single platform. This streamlined approach to IT management improves efficiency and accuracy.

4. Quicker resolution times

Incident management tools enable fast resolution times through features like real-time monitoring and automated alerts.

Organizations seeking optimal results can invest in solutions with built-in AI for a competitive edge. These tools can automatically summarize tickets and suggest responses, significantly improving resolution times and customer satisfaction.

The 7 best IT incident management tools in 2024

Let’s move on to the best IT incident management tools. We will highlight each tool’s key features, pricing, and use cases to help you make an informed decision.

1. Atera

Atera makes it easy to manage incidents through its integrated ticketing system, real-time monitoring, automated workflows, and comprehensive reporting tools. 

Atera integrates key IT management tools into a single platform so IT organizations don’t have to invest in redundant software to meet IT support needs. Atera’s pricing plans are transparent and contain no additional costs for managing IT incidents.

Features and capabilities

Atera gives users tools to monitor network activity in real time so incidents can be resolved quickly. Atera’s real-time monitoring tool includes an automatic alerting system that notifies users if critical hardware or performance conditions occur.

Atera Threshold profiles

When an alert threshold is exceeded, Atera’s platform automatically converts the incident into a ticket. Atera’s AI ticketing system categorizes incoming tickets by specific keywords, ensuring that all requests are assigned to the right technicians.

The AI ticketing tool also provides users with a summary of each ticket and composes replies automatically.

In addition to IT ticketing, Atera’s AI capabilities assist in real-time device troubleshooting, converting tickets into knowledge base articles, generating scripts and command lines, etc. Given these robust capabilities, it’s no surprise that Atera Copilot increases IT technician efficiency tenfold and is pioneering an entirely new approach to managing IT environments.

User interface and usability

From the ground up, Atera was designed with user-friendliness and an intuitive approach to IT management in mind. Our customers love it for that reason—Atera has won a G2 award for both ease of use and implementation.

Atera’s admin dashboard

Atera’s ticket management interface provides a centralized list of available tickets in priority order.

Atera’s ticketing system

Atera’s interfaces are easy to navigate, but users may occasionally experience stumbling blocks. That’s why all Atera users can access a 24/7 live chat and different self-help materials, such as an extensive knowledge base and an active IT community. This dynamic online forum allows IT professionals to discuss problems and share best practices.

Pricing and value for money

Atera uses a transparent pay-per-technician pricing model with tailored pricing plans for both IT departments and MSPs. The pricing plans for IT departments range from $149 to $219 per month, and the MSP pricing plans range from $129 to $209 per month.

Atera Copilot and Atera’s Network discovery tools are available as add-ons.

Atera G2 rating: 4.6 out of 5.0 stars (600+ reviews)

What Atera users are saying on G2: 

An IT expert on G2 highlights the value Atera brings to task automation. When he first began using the platform, it offered a wide range of features—and the capabilities have continued to grow. Atera also integrates with third-party tools for increased functionality.

Atera Capterra rating: 4.6 out of 5.0 stars (380+ reviews)

What Atera users are saying on Capterra:

A Capterra user appreciates that Atera is easy to use and has a wide range of features available. It brings RMM, PSA, remote access, and other IT management tools into a single platform. The reviewer also appreciates that Atera is cloud-based, making it easy to access devices from anywhere.

Atera pricing:

Atera’s pricing plans for MSPs:

• Pro: $129 per month, per technician
• Growth: $179 per month, per technician
• Power: $209 per month, per technician
• Superpower (Enterprise): Custom quotation. Contact sales for pricing.

Atera’s pricing plans for IT departments:

• Professional: $149 per month, per technician
• Expert: $169 per month, per technician
• Master: $219 per month, per technician
• Enterprise: Custom quotation. Contact sales for pricing.

Get started with Atera with a 30-day free trial, no credit card required!

2. ServiceNow IT Service Management (ITSM)

ServiceNow ITSM offers a unified interface that technicians can use to identify, track, and resolve incidents. Like a few of its competitors, ServiceNow ITSM offers AI-powered recommendations for faster ticket resolutions. For more comprehensive ITSM, ServiceNow offers other applications for configuration management, knowledge management, performance analytics, and more.

ServiceNow users mostly appreciate its ability to streamline IT operations. However, some users decry the tool’s complexity. One G2 user specifically mentions that setting up ServiceNow can be a hassle, especially for smaller teams. 

G2 rating: 4.3 out of 5.0 (800+ reviews)

Capterra rating: 4.5 out of 5.0 (30+ reviews)

ServiceNow ITSM pricing:

• Based on custom quotation. Contact the ServiceNow team to find out more.

3. SolarWinds Service Desk

One of the main use cases for SolarWinds Service Desk is incident management. This tool works within the service desk system and provides a centralized overview of all open incidents. When end-users create tickets, SolarWinds has an AI that recommends knowledge-base articles based on the issues they are experiencing. The Service Desk can be integrated with Dameware Remote Everywhere for remote troubleshooting.

SolarWinds customers mostly appreciate the robust ticketing capabilities. However, at least one G2 user wishes it offered more automation capabilities, such as attaching related assets when someone submits a ticket.

G2 rating: 4.3 out of 5.0 stars (700+ reviews)

Capterra rating: 4.6 out of 5.0 stars (500+ reviews)

SolarWinds Service Desk pricing:

• Essentials: $39 per month, per technician
• Advanced: $79 per month, per technician
• Premier: $99 per month, per technician

4. NinjaOne

NinjaOne is mainly known as an endpoint management solution for IT departments and MSPs. Its ticketing system is suitable for incident management, and it works in conjunction with the endpoint management tool. It alerts users of looming incidents and automatically creates tickets to address them.

The ticketing tool also includes team collaboration, automated workflows, client portal, and asset management. If users need remote troubleshooting capabilities, NinjaOne integrates with Splashtop and TeamViewer to provide that service. 

G2 rating: 4.8 out of 5.0 (1,000+ reviews)

Capterra rating: 4.8 out of 5.0 (200+ reviews)

NinjaOne pricing:

• NinjaOne states that it prices per endpoint but does not publicly disclose its pricing; it is based on a custom quotation. To learn more, visit their website.

5. Freshservice

Freshservice is an integrated ITSM solution that includes incident management. IT teams can leverage the tool to track, prioritize, and assign tickets, as well as automate ticket resolution. The tool uses AI and historical data to categorize tickets and assign them to the right agents. Like most incident management tools, Freshservice has a central dashboard that displays ticket status.

Freshservice offers reporting capabilities, though Capterra users complain they aren’t as robust as they should be. Users can also create simple reports to track incidents, changes, and assets.

G2 rating: 4.6 out of 5.0 stars (1,000+ reviews)

Capterra rating: 4.5 out of 5.0 stars (500+ reviews)

Freshservice pricing:

• ITSM plans start at $115 per month, per technician.

6. ManageEngine ServiceDesk Plus

One of the most widely used ManageEngine products, Service Desk Plus is an IT incident management software for enterprises. It routes tickets to the right technicians through an automatic assigning process. Service Desk Plus also automates resolution suggestions and offers knowledge base management to improve resolution times.

Service Desk Plus can integrate with ManageEngine OpManager for users seeking real-time monitoring capabilities. This includes the automatic conversion of alerts into tickets. The drawback to this approach is the increased cost—using two products is more expensive than investing in an all-in-one IT management system.

G2 rating: 4.2 out of 5.0 (200+ reviews)

Capterra rating: 4.4 out of 5.0 (200+ reviews)

ManageEngine ServiceDesk Plus pricing:

• Standard: Starts from $13 per month, per technician
• Professional: Starts from $27 per month, per technician
• Enterprise: Starts from $67 per month, per technician

7. Jira Service Management

Jira Service Management mainly meets the ITSM needs of IT departments. It has a built-in service desk for reporting incidents. It automatically prioritizes the most important issues and categorizes them based on predefined criteria. When combined with a third-party RMM or logging tool, upcoming alerts can be centralized for easy access. The platform offers incident response templates so incidents can be addressed quickly.

Jira Service Management is mostly used for basic-level IT service management. As several G2 users have pointed out, its service desk capabilities work best for IT teams with minimal ITSM requirements.

G2 rating: 4.2 out of 5.0 (760+ reviews)

Capterra rating: 4.5 out of 5.0 (600+ reviews)

Jira Service Management pricing:

• Free: Free for up to 3 technicians
• Standard: $22 per month, per technician
• Premium: $49 per month, per technician
• Enterprise: Pricing based on custom quotation. Visit their website to learn more.

Improved IT incident management using automation

The top incident management tools—including Atera—can automate routine tasks as well as detect incidents, categorize them, and assign them to the right technicians. These tools can also resolve common incidents automatically (e.g., performance problems, password resets, and service restarts).

Atera’s IT management platform includes AI capabilities that not only automate tasks but also enhance a user’s overall incident management strategy. Atera’s AI-powered ticketing system provides automatic ticket summaries that describe the incident in detail, making it easier to resolve them. The system also uses AI to compose replies automatically.
If you’d like to learn more about Atera and its available AI tools,  contact our sales team for a custom demo or sign up for a 30-day free trial.