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With so many different incident management software available, figuring out which is right for you is tough. You know you want to handle and resolve incidents that affect the normal operation of services but need to figure out which tool is best. I've got you! In this post I'll help make your choice easy, sharing my personal experiences using dozens of different incident management tools, with my picks of the best incident management software.

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We’ve been testing and reviewing incident management software since 2021. As QA software testers ourselves, we know how critical and difficult it is to make the right decision when selecting software.

We invest in deep research to help our audience make better software purchasing decisions. We’ve tested more than 2,000 tools for different use cases and written over 1,000 comprehensive software reviews. Learn how we stay transparent & our review methodology.

Best Incident Tracking Tools Summary

Tools Price
Salesforce Service Cloud From $25/user/month (billed annually)
Issuetrak From $26/agent/month
SysAid Pricing upon request
SysAid $1,211 for 500 assets
Corporater Pricing upon request
Fusion Framework System Pricing upon request
ESET PROTECT Complete Pricing upon request
Freshservice From $49/user/month
ManageEngine ServiceDesk Plus Customized price upon request
SurveyLegend From $19/month
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How To Choose Incident Management Software

With so many different incident management software available, it can be challenging to make decisions on what tools are going to be the best fit for your needs.

As you're shortlisting, trialing, and selecting incident management software, consider:

  • What problem are you trying to solve - Start by identifying the incident management software feature gap you're trying to fill to clarify the features and functionality the tool needs to provide.
  • Who will need to use it - To evaluate cost and requirements, consider who'll be using the software and how many licenses you'll need. You'll need to evaluate if it'll just be the QA software testers or the whole organization that will require access. When that's clear, it's worth considering if you're prioritizing ease of use for all or speed for your incident management software power users.
  • What other tools it needs to work with - Clarify what tools you're replacing, what tools are staying, and the tools you'll need to integrate with, such as other testing tools, automation tools, or bug tracking software. You'll need to decide if the tools will need to integrate together or if you can replace multiple tools with one consolidated incident management software.
  • What outcomes are important - Consider the result that the software needs to deliver to be considered a success. Consider what capability you want to gain or what you want to improve and how you will be measuring success. For example, an outcome could be the ability to get greater visibility into performance. You could compare incident management software features until you’re blue in the face but if you aren’t thinking about the outcomes you want to drive, you could be wasting a lot of valuable time.

How it would work within your organization - Consider the software selection alongside your workflows and delivery methodology. Evaluate what's working well, and the areas that are causing issues that need to be addressed. Remember every business is different — don’t assume that because a tool is popular that it'll work in your organization.

Best Incident Management Software Reviews

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.

Best for omni-channel support

  • 14-day free trial
  • From $25/user/month (billed annually)
Visit Website
Rating: 4.3/5

Salesforce Service Cloud is a customer service platform designed to help businesses manage and resolve customer inquiries and issues across multiple channels. It stands out for its omni-channel support capabilities, which enable consistent and connected customer experiences, whether through phone, email, chat, or social media.

I selected Salesforce Service Cloud for incident management software due to its comprehensive AI-powered service capabilities and automation of case distribution, which are critical for managing customer incidents effectively. What distinguishes it is the enhancement of agent productivity and customer satisfaction, coupled with collaborative features like swarming with Slack, which are essential for resolving complex issues.

I believe Salesforce Service Cloud is best for omni-channel support because it enables consistent and proficient service delivery across multiple channels. It provides agents with a unified workspace, robust AI, self-service options, and expert guidance, all of which are vital for maximizing return on investment and accelerating customer success.

Salesforce Service Cloud is a comprehensive customer service platform that includes AI-powered service and support, enabling efficient case routing and incident management. The platform is designed to cater to various business needs with different pricing tiers and features such as workflow automation and 24/7 support, while also providing access to a wide range of partner apps and experts.

Salesforce Service Cloud integrates with various software platforms to support customer service operations. Notable integrations include Trello for project management, Mailchimp for email marketing campaigns, and TeamViewer for remote support. Additionally, it connects with Salesforce Sales Cloud for sales processes, HubSpot CRM for customer relationship management, and Freshdesk for customer support ticketing.

Best for workflow management

  • 14-day free trial
  • From $26/agent/month
Visit Website
Rating: 4.1/5

Issuetrak boasts a 25-year track record of developing innovative issue-tracking and process management software for companies of all sizes. Users are empowered to set up fixed schedule submissions for issues that occur regularly, like routine maintenance requests.

One thing users will appreciate most about Issuetrak is its ability to minutely categorize any and every issue you come across. There is a robust list of problem categories designed to cover every problem scenario you can think of.

Issuetrak allows for administrators to seamlessly integrate other third-party apps with the Issuetrak API. However, Issuetrak did not list specific applications or plugins on their website.

As you can probably tell from the associated screenshot, Issuetrak’s interface is nothing to write home about. A bland design and dated feel lost them a few points in the UX section of the evaluation criteria consideration.

Issuetrak starts at $69/user/month and has a free demo.

Best for its ITIL-aligned processes

  • 30-day free trial
  • Pricing upon request
Visit Website
Rating: 1/5

SysAid is an ITSM platform that's designed to help businesses manage incidents and service requests, among many other things. It's a pretty comprehensive tool that covers everything from ticket management to asset tracking, and it's got a bunch of features that make it a solid choice for incident management.

SysAid has a really powerful incident management system that is aligned with ITIL's ITSM framework to help you deliver efficiently and run a tight service desk team. The system can be configured so that it automatically routes new requests through your team and directs them to the people capable of helping solve the request.

With SysAid, there is an additional added value that comes in the form of a knowledge database. Here, team members can log, share, and develop solutions that can be stored and accessed by anyone who needs help solving a request and has a question. Further, you can decide which items should be common knowledge to your users too! That way, they can access the information through their self-serve portal.

The self-serve portal is the place where users can submit incidents, request services, view IT announcements, and chat with IT support people.

Integrations can be accessed through SysAid's marketplace and include pre-built integrations with Jira, Teamviewer, Solarwinds, Azure, Openam, Slack, Okta, and Google Apps. You can also connect to thousands of additional apps using a paid subscription with Zapier.

Best with a self-service chatbot

  • 30-day free trial
  • $1,211 for 500 assets
Visit Website
Rating: 4.4/5

SysAid is a cloud-based ITSM software with incident management and service request functionality. It offers ticketing, task management, asset management, remote control, and change management features for IT and other internal service teams.

The software's self-service chatbot allows end users to submit requests, flag incidents, chat with agents, view announcements, reset passwords and access help documentation. The analytics dashboard shows how well teams manage incidents and customer service requests. It includes metrics like response time, resolution rate, and average ticket life cycle, giving managers insight into how their teams are performing overall, as well as individual performance metrics for each agent on their team.

Integrations include Azure, Google Workspace, Jira, Microsoft Teams, Office 365, Onelogin SSO, Oomnitza, Slack, Worksafe App, and Zapier. Paid plans start from $1211 for 500 assets, and a 30-day free trial is available.

Best for incident management reporting and dashboards

  • Free demo available
  • Pricing upon request
Visit Website
Rating: 3.5/5

Corporater is a governance, performance, risk, and compliance (GPRC) platform for enterprise businesses. It covers a wide array of uses, including managing incidents and risks across all areas of a business. Because it's such a broad-spectrum solution, it helps create connectivity throughout your company's issues, risks, and performance.

The software's incident management module has pre-built incident form templates to help your teams collect the right information when issues arise. Its automated workflows allow you to standardize your incident management processes and protocol, and notifications alert the right teams at the right time, so they can spring to action. You can use the tool to conduct root cause analysis and generate incident reports to really understand where issues arose from.

Dashboards provide data visualization and a comprehensive overview of risks and incidents across your company's departments and teams. The software is designed to be an enterprise solution suitable for large organizations in various industries. A free personalized demo is available, and pricing is available upon request.

Best for companies looking to build operational resilience using a data-driven approach

  • Free demo available
  • Pricing upon request
Visit Website
Rating: 4.5/5

Fusion Framework System is a cloud-based risk management and resilience platform that offers different solutions not just for risk management, but also for crisis and incident management, operational resilience, business continuity and disaster recovery.

The plan management feature is the main function that enables you to create, manage, and execute plans to address incidents and disasters using dynamic, data-driven strategies. The platform’s crisis and incident management software is a management solution that enables companies to produce the appropriate responses for specific crises and incidents. It provides you with meaningful and actionable insights that allow you to adapt quickly and effectively to changing circumstances, while avoiding costly disruptions to critical operations and services.

Some of the key features of this software include issue identification, task management, response planning, communication planning, plan management, and emergency operations. While issue identification allows you to spot critical issues as they occur in real-time, task management enables you to allocate tasks to staff members, monitor their progress, and adapt to efficiently resolve every unique circumstance thrown your way.

Fusion integrates with Onsolve, EveryBridge, AlertMedia, ServiceNOW, and other emergency notification systems, configuration management databases, and situational intelligence platforms.

Pricing for Fusion is available upon request, and you can request a demo through the website.

Best custom-designed protection against new, previously unseen threats

  • 30-day free trial
  • Pricing upon request
Visit Website
Rating: 4.6/5

ESET PROTECT Complete is a cybersecurity solution designed to offer businesses comprehensive protection against a wide range of cyber threats. It combines advanced malware detection, full disk encryption, and cloud sandboxing to provide a robust defense mechanism. Tailored for small to medium-sized businesses, ESET PROTECT Complete ensures that organizations can safeguard their digital assets effectively and efficiently.

As an incident management software, ESET PROTECT Complete excels in providing rapid detection and response to emerging threats. Its real-time monitoring and analysis capabilities allow businesses to identify and mitigate risks promptly. The inclusion of ESET LiveGuard Advanced and ESET Dynamic Threat Defense offers personalized protection against unknown threats and zero-day attacks, ensuring that organizations are equipped to handle sophisticated cyber incidents.

While encryption is a common feature in many security suites, ESET PROTECT Complete integrates Full Disk Encryption seamlessly into its management console, making the deployment and management of encryption on endpoints extraordinarily straightforward for administrators. This feature is crucial for complying with data protection regulations and for protecting sensitive information from being accessed by unauthorized parties in case of device theft or loss.

ESET PROTECT Complete integrates natively with Microsoft Windows Defender Antivirus, Microsoft Windows Security, VMware vSphere, Microsoft Azure, Google Cloud Platform, Amazon Web Services, Kubernetes, Docker, Microsoft Active Directory, and Jira.

Best for integrated ITSM solutions

  • 21-day free trial
  • From $49/user/month
Visit Website
Rating: 4.6/5

Freshservice is a cloud-based IT service management solution designed to streamline IT operations, including efficient incident management, making it easier for organizations to manage IT issues and requests.

Freshservice stands out as incident management software by offering a comprehensive suite of tools to automate the incident management process, enhance team collaboration, and improve resolution times. Freshservice's IT service management platform includes a comprehensive set of features designed to support IT departments. Incident Management provides a ticketing system for logging and resolving service disruptions, while Problem Management focuses on identifying and addressing the root causes of incidents.

Features that make this software a great option include AI-powered ticketing that automates ticket assignment and categorization, which is key for quick issue resolution. I also noticed its self-service portals as a differentiator as they empower users to find solutions independently and reduce ticket volume. Finally, its integrated knowledge base facilitates easy access to information and assists with problem solving.

Integrations include Slack, Jira, Office 365, G Suite, Dropbox, Amazon EC2, Salesforce, QuickBooks Online, Zapier, and LogMeIn.

Best for multi-channel incident logging

  • Free demo
  • Customized price upon request
Visit Website
Rating: 4.4/5

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.

Best for engaging mobile surveys

  • Free plan available
  • From $19/month
Visit Website
Rating: 4.4/5

SurveyLegend is an online survey creation tool that allows users to design, distribute, and analyze custom surveys, polls, and questionnaires. It is designed to be responsive, ensuring that surveys are accessible on desktops, tablets, and smartphones. 

SurveyLegend is primarily designed for creating, distributing, and analyzing surveys, forms, polls, and questionnaires. The platform offers a drag-and-drop interface for building surveys, with a selection of question types and customization options to suit various needs. Users can also add images, videos, and logos to their surveys to make them visually appealing. The platform additionally supports sharing surveys via email, social media, or embedding them on websites.

SurveyLegend also provides real-time data collection and analytics, allowing users to view responses as they come in and analyze the data through charts and graphs. It can be used for gathering feedback, conducting market research, and engaging with audiences, including collecting data related to incidents or feedback on incident response. The tool also includes features for exporting data to Excel or PDF for further analysis.

SurveyLegend integrates well with Google Sheets, Mailchimp, and Salesforce.

Pricing for SurveyLegend starts at $19/month. A free plan is also available.

Other Incident Management Software

Here are a few more that didn’t make the top list. If you need additional suggestions for a handy incident response platform, check these out.

  1. HaloITSM

    Best ITSM for enterprises

  2. NinjaOne (formerly NinjaRMM)

    Best for endpoint management

  3. Spiceworks Help Desk

    Best for a self-service portal

  4. ServiceNow

    Best for automation capabilities

  5. ManageEngine Service Desk Plus

    Best for enterprise devops & managed service providers (MSPs)

  6. Opsgenie

    Best for plugins and integrations

  7. BigPanda

    Best for machine learning and autonomous operations

  8. OnPage

    Best for usability and customer support

  9. Rundeck

    Best for open source needs

  10. Derdack

    Best for intuitive notification alerts and reporting of issues

Selection Criteria For Incident Management Software

Selecting the right incident management software is a critical decision that directly impacts an organization's ability to respond effectively to incidents, minimize downtime, and maintain operational continuity. My approach to evaluating these tools is deeply rooted in hands-on trials and in-depth research, ensuring a comprehensive understanding of how each tool addresses real-world challenges. The goal is to identify software that not only meets but exceeds the standard requirements, offering innovative solutions to common and complex problems faced by organizations.

Core Incident Management Software Functionality: - 25% of total weighting score

To be considered for inclusion on my list of the best incident management software, the solution had to support the ability to fulfill common use cases:

  • Efficient detection and alerting of incidents
  • Streamlined incident logging and tracking
  • Effective task automation and workflow management
  • Facilitation of real-time collaboration among response teams
  • Comprehensive reporting and analysis for post-incident review

Additional Standout Features: - 25% of total weighting score

Innovation sets apart the best tools in the market. I look for:

  • Advanced AI and machine learning for predictive analytics and incident prevention
  • Natural language processing for automated ticket categorization and prioritization
  • Seamless integration with cutting-edge monitoring and security tools
  • Customizable and interactive dashboards for enhanced visibility
  • Robust mobile apps for on-the-go incident management and response

These features demonstrate a tool's ability to offer more than just basic functionality, providing users with a powerful, forward-thinking solution that can adapt to the evolving IT landscape.

Usability: - 10% of total weighting score

Ease of use is paramount. I evaluate:

  • Intuitive user interfaces that simplify complex processes
  • Minimal learning curve with clear guidance and documentation
  • Customizable views and dashboards to suit different user preferences
  • Streamlined processes that reduce the number of steps to resolve incidents

Onboarding: - 10% of total weighting score

A smooth onboarding process is crucial for quick adoption:

  • Comprehensive onboarding materials such as training videos and documentation
  • Interactive product tours and tutorials
  • Responsive customer support during the initial setup phase
  • Community forums or knowledge bases for additional insights

Customer Support: - 10% of total weighting score

Quality support ensures users get the most out of their investment:

  • Availability of 24/7 support for critical issues
  • A variety of support channels including live chat, email, and phone
  • Proactive customer service with regular check-ins and updates
  • A dedicated account manager for enterprise clients

Value For Money: - 10% of total weighting score

Assessing value involves looking beyond the sticker price:

  • Transparent pricing with clear breakdowns of features
  • Flexible pricing models that scale with organizational growth
  • Free trials or demos to assess the tool's fit before committing
  • A strong ROI through efficiency gains and reduced downtime

Customer Reviews: - 10% of total weighting score

User feedback is invaluable for gauging real-world performance:

  • High ratings for usability, support, and functionality
  • Positive reports of the tool's impact on incident resolution times
  • Feedback on the software's evolution in response to customer needs
  • Success stories that highlight the tool's value proposition

By applying these criteria, I aim to guide software buyers toward selecting an incident management tool that not only addresses their immediate needs but also positions them for future challenges. The right tool should offer a blend of powerful functionality, usability, support, and value, ensuring organizations are well-equipped to manage incidents efficiently and effectively.

In the world of incident management software, several key trends have emerged, highlighting the industry's response to the growing complexity of IT environments and the increasing demands for efficiency, automation, and intelligence in incident resolution. By analyzing recent product updates, press releases, and release logs from leading tools in the market, we can discern the direction in which incident management technology is headed and identify the features that are shaping the future of this essential software category.

  • Integration with Advanced Monitoring Tools: There's a clear trend towards deeper integration with sophisticated monitoring and observability platforms. This enables proactive incident detection and provides richer context for incident analysis, facilitating quicker resolution times.
  • Adoption of AI and Machine Learning: AI and machine learning are rapidly evolving within incident management tools, offering predictive analytics to anticipate incidents before they occur, automated incident categorization, and intelligent suggestions for resolution. These capabilities significantly reduce manual intervention and improve response times.
  • Enhanced Automation and Orchestration: Automation of routine tasks and orchestration of complex workflows are becoming more refined. This includes automated incident escalation, task assignments based on expertise, and execution of predefined remediation actions, allowing teams to focus on more critical issues.
  • Focus on Real-time Collaboration and Communication: Tools are increasingly incorporating features that support real-time collaboration and communication among response teams, stakeholders, and even external partners. Integrated chat functions, collaborative war rooms, and seamless integration with communication platforms ensure that everyone involved is on the same page.
  • Comprehensive Reporting and Analytics: There's a growing emphasis on advanced reporting and analytics capabilities, providing teams with actionable insights into incident trends, response performance, and areas for improvement. Customizable dashboards and real-time analytics help organizations adapt their strategies to minimize future incidents.

Features Becoming Less Important

  • Manual Incident Logging and Tracking: As automation and intelligence take center stage, the need for manual incident logging and tracking is diminishing. Organizations are looking for solutions that can automatically capture incident data and provide real-time visibility into the incident lifecycle.

These trends underscore the incident management software industry's commitment to innovation, focusing on features that enhance proactive incident prevention, automate response actions, and facilitate seamless collaboration. As we move forward, the ability of these tools to integrate with a wider ecosystem of IT operations software, leverage AI for intelligent decision-making, and provide comprehensive visibility into incident metrics will be key factors that differentiate leading solutions in the market. For QA software testers and IT professionals, these developments offer promising avenues to enhance incident response strategies, reduce downtime, and improve overall service quality.

What Is Incident Management Software?

Incident management software is a tool used primarily in IT and service management to handle and resolve service disruptions or technical issues. It streamlines the process of logging, tracking, and managing incidents, from initial report to resolution. This software supports the organization in dealing with unexpected service interruptions efficiently and systematically.

The benefits and uses of incident management software include quicker resolution of incidents, leading to reduced downtime and minimal disruption to business operations. It improves communication among team members and stakeholders, keeping everyone informed about the status of incidents. This software also helps in analyzing and preventing future incidents, thereby enhancing overall service quality and customer satisfaction. It contributes significantly to maintaining orderly and efficient operations in IT service management.

Features Of Incident Management Software

Selecting the right incident management software is a crucial step for organizations aiming to enhance their operational efficiency and ensure the reliability of their software applications. Incident management software plays a pivotal role in identifying, responding to, and resolving incidents that can affect software performance and stability. To effectively support software testing and incident management processes, certain features within these tools stand out as particularly essential. Here’s what to look for:

  • Automated Alerting and Notification: Notifies teams immediately when incidents occur. Quick notification ensures that teams can respond to and address issues before they impact users or escalate in severity.
  • Integration with Testing and Monitoring Tools: Seamlessly connects with software testing and monitoring tools. This integration provides a continuous feedback loop that helps identify and rectify issues early in the development cycle.
  • Real-time Dashboards: Offers a real-time overview of incidents and their status. Dashboards allow teams to monitor incident resolution progress and prioritize efforts based on severity and impact.
  • Customizable Workflow Automation: Automates repetitive tasks based on predefined rules. Workflow automation streamlines the incident response process, ensuring consistent and efficient handling of every incident.
  • Root Cause Analysis: Facilitates in-depth investigation of incidents. Understanding the root cause of incidents is essential for preventing future occurrences and improving software reliability.
  • Collaboration Tools: Enables effective communication among team members. Collaboration tools are critical for coordinating response efforts and sharing knowledge to resolve incidents more quickly.
  • Incident Logging and History Tracking: Maintains detailed records of all incidents. Logging and tracking are crucial for post-incident reviews, helping to identify patterns and areas for improvement.
  • SLA Management: Tracks compliance with service level agreements. SLA management helps ensure that incident response times meet organizational or customer expectations.
  • Mobile Accessibility: Provides access to incident management functions on the go. Mobile accessibility ensures that team members can respond to and manage incidents anytime, anywhere.
  • Security and Compliance Features: Ensures that incident management processes comply with relevant security standards and regulations. Security features protect sensitive data and help maintain trust.

Selecting incident management software with these features ensures that organizations can effectively manage and resolve incidents, minimizing their impact on software performance and user experience. These tools not only support the immediate resolution of issues but also contribute to the continuous improvement of software testing processes and overall application quality. With the right incident management solution, teams can maintain high levels of service reliability and performance, even in the face of unexpected challenges.

Benefits Of Incident Management Software

Incident management software has become an indispensable tool for maintaining service reliability and quality. By streamlining the process of detecting, responding to, and resolving issues, these tools offer significant benefits to both users and organizations. Here are five primary advantages of integrating incident management software into your operational toolkit:

  • Rapid Incident Detection and Notification: Ensures swift awareness of issues as they arise. This immediate alerting capability allows teams to quickly mobilize and address incidents, significantly reducing the time to resolution and minimizing potential impacts on users and business operations.
  • Streamlined Incident Resolution Processes: Automates and organizes the workflow for handling incidents. By providing a structured approach to incident management, these tools help ensure that issues are resolved efficiently and consistently, improving overall operational efficiency.
  • Enhanced Communication and Collaboration: Facilitates better coordination among team members. Effective communication features within incident management software ensure that all stakeholders are kept informed about incident status, leading to more collaborative and quicker resolution efforts.
  • Comprehensive Incident Analysis and Reporting: Offers insights into incident patterns and trends. Analyzing incidents over time allows organizations to identify underlying problems or vulnerabilities, guiding strategic improvements in software and systems to prevent future issues.
  • Improved Customer Satisfaction: Minimizes the impact of incidents on end-users. By rapidly addressing and resolving issues, incident management software helps maintain high levels of service quality and reliability, directly contributing to enhanced user experiences and customer satisfaction.

Leveraging incident management software equips teams with the tools necessary to handle unexpected issues proactively and effectively. These benefits not only support operational goals by ensuring system stability and reducing downtime but also align with strategic objectives by fostering continuous improvement and customer trust. For organizations looking to optimize their incident response capabilities, the value of integrating such software is considerable.

Costs & Pricing For Incident Management Software

Choosing the right incident management software is a critical decision for organizations aiming to optimize their response to IT issues and minimize downtime. Incident management software varies greatly in terms of features, scalability, and price, catering to a wide range of business needs from small startups to large enterprises. Understanding the different plan options available can help software buyers select the most suitable solution that aligns with their operational requirements and budget constraints.

Plan Comparison Table for Incident Management Software

Basic$0 - $50 per month- Alert notifications
- Basic incident tracking
- Limited integrations
- Community support
Standard$50 - $200 per month- Advanced incident tracking and analysis
- Team collaboration tools
- Enhanced integrations
- Email support
Professional$200 - $500 per month- Customizable workflows
- SLA management
- Comprehensive reporting and analytics
- Priority support
Enterprise$500+ / Custom pricing- Unlimited integrations
- Advanced security features
- 24/7 support
- Dedicated account manager
Free$0- Basic alerting
- Incident logging
- Access to community forums
- Limited users and integrations

When selecting an incident management software plan, consider both your immediate needs and potential future requirements. Smaller teams or those just starting with incident management may find the basic or free plans sufficient. However, as your organization grows and your incident management needs become more complex, upgrading to a plan with more features and support, such as standard, professional, or enterprise, may be necessary. Always assess the scalability of the software, its ability to integrate with your existing tools, and the level of support provided to ensure it can effectively meet your organization's demands.

Incident Management Software Frequently Asked Questions

Have some questions about incident management software before you 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.

Additional Incident Management Resources

If you're already on the hunt for incident management systems, you might also need:


An incident management system is a crucial process that enables organizations to detect, investigate, and respond to incidents effectively. By implementing incident management software, organizations can ensure that they are prepared to handle incidents and restore services quickly, reducing the overall impact of incidents and mitigating damages.

If you're looking to learn more about QA software, make sure to subscribe to our QA Lead newsletter to stay up to date on all the latest software testing trends and happenings in QA!

By Jason Boog

Over his 15-year career, Jason Boog has worked as a QA tester, QA analyst, and Senior QA Analyst on video games, commercial sites, and interactive web applications. He spent more than a decade building out the QA team and process as Director of Quality & Client Support at a full-service digital agency.