Service outages, cyberattacks, and performance issues are not just possibilities—they're inevitable. Yet, as we move into 2025, only 45% of companies have an incident response plan ready. If your organization is part of the 55% that doesn’t, it’s crucial to take action now.
Having effective incident management software is essential; it’s no longer a luxury. These tools enable your organization to quickly detect, respond to, and resolve incidents, reducing downtime and lessening the impact on customers and operations. The real challenge is choosing the right solution from the many options available.
To help you make an informed choice, we’ve put together a list of the top incident management software for 2025. These tools are recognized for their ability to streamline workflows, enhance communication, and boost organizational resilience.
What is incident management service?
Incident management software is a system that assists organizations in detecting, managing, communicating, and resolving IT incidents in an efficient manner. These incidents can vary from minor performance glitches to serious cyberattacks or system outages.
Key features usually include:
Incident Detection and Categorization: Identifies and prioritizes issues based on their severity.
Automated Notifications: Keeps teams and stakeholders updated in real-time.
Root Cause Analysis: Offers insights into the source of the problem.
Collaboration Tools: Facilitates effective teamwork during the resolution of incidents.
Integration Capabilities: Connects seamlessly with monitoring, communication, and IT tools.
The primary aim of incident management software is to reduce downtime, minimize operational disruptions, and ensure a quick return to normal operations.
Why Your Organization Needs Incident Management Software
Without a strong incident response process, organizations risk prolonged downtimes, financial setbacks, and harm to their reputation. Incident management tools facilitate quicker detection, enhance communication, and streamline resolution workflows.
Key Benefits
Minimized Downtime: Quick responses help restore services promptly.
Improved Stakeholder Communication: Tools such as status pages keep customers and teams updated.
Enhanced Security: Address vulnerabilities and threats proactively.
Data-Driven Insights: Analyze past incidents to refine future responses.
Top Incident Management Software to Enhance Incident Response
1. StatusGator
StatusGator is an all-in-one incident communication tool. The platform enhances any incident management tools to streamline their incident response processes.
It combines system monitoring, website monitoring, and custom monitoring for over 4,000 services alongside an early detection system for outages and downtime.
Main features:
Public and private status pages
Status page aggregation with a unified view into the statuses of 4,000+ cloud service providers and SaaS services
Built-in website monitoring to get notifications on the outages affecting your website
Option to publish incidents manually
Early warning signals that alert of outages before they are officially published to their official status pages.
2. Freshservice
Typically an ITSM tool, FreshService has various features including AI-powered insights such as chatbots and recommendations, automated routine tasks, and multi-channel support for communication. The platform integrates with service management tools. Freshservice also claims it has easy deployment and 24/7 support to support scalability.
Main features:
AI-powered insights and tools
Multi-channel support
Integration with service management tools
3. Better Stack
Better Stack focuses on monitoring, debugging, and resolving downtime efficiently for its users. It integrates with various tools and offers features such as an on-call schedule calendar, incident merging, integrations, and Cron job monitoring.
Better Stack also offers helpful analysis features like audit timelines, screenshots, error logs, and custom alerting.
Main features:
Incident merging
On-call calendar
Cron job monitoring
4. PagerDuty
Trusted by over 25,000 companies, PagerDuty describes itself as an essential platform for critical work. Some features include on-call scheduling for support, automated routine tasks, and integration with over 700 services.
Status pages and updates can be used to inform stakeholders, and incident workflows are included for teams. A mobile app is also included for on-the-go users.
Main features:
AI-powered automation and Integrations with over 700 services
Has a mobile app
5. Splunk On-Call (VictorOps)
Splunk On-Call is an extension of Splunk services focusing on communication and problem management. By integrating alerting and messaging across Splunk products, users can customize existing Splunk features for incident management. It centralizes incident information flow, supporting real-time alerting, collaboration, and faster incident resolution.
Main features:
Centralizing incident resolution for Splunk users
Splunk alerts using previous data and information
6. ServiceNow IT Service
With a recent focus on the use of AI to help users, this ServiceNow incident management system offers a range of features.
This includes automated workflows, prioritizing incidents based on impact and urgency, and facilitating collaboration among teams. It offers real-time tracking, integrated knowledge bases, and reporting features.
Main features:
AI-Driven Workflows: Automates incident prioritization and resolution.
Real-Time Tracking: Monitor incidents from detection to resolution.
Integrated Knowledge Base: Store and retrieve solutions for recurring issues.
Comprehensive Reporting: Gain insights to improve response strategies.
7. New Relic
New Relic prominently showcases its standout feature, ‘Free end-to-end monitoring for your entire stack in 5 minutes or less,’ right on its homepage. This incident management tool is specifically designed for comprehensive stack monitoring, leveraging an advanced applied intelligence (AIOps) platform.
This platform facilitates rapid incident detection, correlation, and resolution, making it an essential part of the incident management process.
With over 750 integrations, New Relic enhances incident response by providing valuable insights, troubleshooting capabilities, and custom alerting features. This makes it a top choice among incident management software options for those seeking a robust incident management solution.
Main features:
Stack monitoring in 5 minutes or less
AIOps platform
8. Atlassian Incident Management Suite: OpsGenie, Jira Service Management, and Statuspage
Atlassian offers a comprehensive suite of tools. OpsGenie, Jira Service Management, and Statuspage work together to provide end-to-end incident management. This integrated solution covers everything from alerting and ticketing to stakeholder communication, making it a powerful choice for DevOps and IT teams.
Main features
OpsGenie
On-Call Scheduling: Automates alert routing to ensure the right team members are notified.
200+ Integrations: Connects with monitoring tools and IT platforms for streamlined workflows.
Incident Collaboration: Facilitates real-time team communication during critical incidents.
Jira Service Management
Incident Lifecycle Management: Tracks incidents from detection to resolution.
Custom Workflows: Tailor processes to fit your team’s needs.
Knowledge Base Integration: Access solutions to common issues for faster resolution.
Statuspage
Public and Private Status Pages: Share updates with internal teams and external stakeholders.
Incident Communication Templates: Speed up notifications with predefined messages.
Uptime History: Build transparency and trust by displaying performance metrics.
9. BigPanda
BigPanda is another AIOps/AI-powered solution for proactive incident management, similar to Jira and Zendesk. This solution uses AIOps to enhance IT operations with automated detection, investigation, and remediation of incidents.
Other features include detailed incident data, alert noise reduction, real-time collaboration, and integrations with popular tools like Slack, Jira, and ServiceNow.
Main features:
AI-powered solution
Automated incident lifecycle management
10. NinjaOne
NinjaOne combines endpoint monitoring, incident response, and IT automation into a single platform. Its focus on security and automation makes it a favorite for managed service providers.
It offers endpoint protection, threat detection, vulnerability management, and incident response.
Main features:
Endpoint Management: Real-time visibility into devices and systems.
Automated Incident Response: Streamlines resolution workflows.
Vulnerability Scanning: Detect and mitigate security risks proactively.
Centralized Dashboard: Manage all incidents in one location.
11. xMatters
xMatters is a robust communications and incident management platform that leverages automation to streamline the incident management process. By integrating with existing monitoring systems, it automates alerting and escalation, ensuring that teams can manage incidents and resolve issues more efficiently.
xMatters enhances communication tools and collaboration during security incidents, providing comprehensive reports and post-incident analysis to refine incident response efforts. Its auditing and analysis capabilities support continuous improvement in incident response processes, making it a vital tool for managing incidents effectively.
Main features:
Automation for a range of incident management features
Post-incident management and auditing to improve incident response
12. Site24x7
Site24x7 provides insights into the performance and availability of websites, servers, networks, and applications.
Primarily a cloud-based monitoring solution, it offers real-time monitoring, alerting, and reporting capabilities. Other features include a range of integrations and customizable dashboards, a range of monitoring types (including Kubernetes), and AIOps.
Main features:
AIOps
Kubernetes monitoring
Cloud-based
13. AlertOps
AlertOps is an incident management platform that helps with keeping alerts from various monitoring tools into one place.
Some of their features include automation (of routine tasks and incident workflows), real-time collaboration, and on-call scheduling.
AlertOps also features extensive escalation policies, detailed analytics, and major incident management tools.
Main features:
Centralized incident management
Automation and real-time monitoring
Escalation policies
The Price of Incident Management Software Solution
The prices for incident management software can vary significantly based on the subscription type, the features included, and the specific needs of your organization.
For instance, Atlassian, a well-known tool in this space, has a pricing structure that ranges from free basic plans to more comprehensive options that can exceed $40 per user each month.
Similarly, StatusGator provides a free plan along with various tiered options tailored to different types of organizations.
By selecting incident management software that fits your budget, you can better prepare for potential issues, especially considering that downtime can cost businesses anywhere from $5,600 to $9,000 per minute, depending on the industry and company size.
How To Choose The Best Incident Management Software
Begin by compiling a list of service requests from various departments to identify the gaps in your organization's current incident management process. This will help you determine how the incident management software of 2025 can enhance your operations.
Consider the necessary integrations, budget constraints, scalability requirements (which depend on your organization's growth trajectory), and the types of incidents you anticipate. Comprehensive incident management tools like StatusGator offer a wide range of features, while other platforms might specialize in specific areas.
By evaluating which aspects require the most attention, you can start identifying the best incident management software for you in 2025.
Incident Response Best Practices
An incident communication plan is crucial to ensure a seamless incident response process. Additionally, consider focusing on the following areas:
Utilizing a Configuration Management Database (CMDB) for Faster Incident Resolution
A configuration management database (CMDB) can be your essential resource during the incident management process when configuration data is required.
A CMDB contains your organization's:
Configuration details
Hardware information
Software data
Network specifications
These tracked elements are referred to as configuration items (CIs) and include components such as routers, applications, and servers. A CMDB can also store historical changes, personnel data, and interdependencies between items. During an incident, it helps in accessing relevant data swiftly for efficient incident resolution.
Enhancing Team Communication
In the incident lifecycle, time equates to money. Ensuring your team is aligned and informed is vital. Leverage incident management tools that facilitate team communication through private status pages or automated notifications.
Improving Customer Communication
Effective communication is a cornerstone of the incident response process and can significantly impact customer satisfaction. Ensure you have the following assets for customer communication:
Automated notifications
Public status page
Predefined message templates
Conclusion
Incident management software plays a pivotal role in addressing IT challenges as we head into 2025.
Leading tools like StatusGator, PagerDuty, and NinjaOne offer comprehensive incident management solutions that enhance monitoring, facilitate seamless communication, and streamline incident resolution processes.
By choosing the right incident management platform and implementing it effectively, organizations can significantly reduce downtime, safeguard their reputation, and optimize business operations.
Take the time to evaluate your specific needs, explore the top incident management tools listed here, and invest in an incident management system that prepares your organization to manage incidents and respond to any unexpected events efficiently.
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