Grid® for Incident Management Software
Incident Management Software Definition
IT/DevOps incident management software is an end-to-end solution that responds to, reports on, investigates digital incidents or errors and overall works towards incident resolution
IT/DevOps incident management software helps IT professionals, DevOps teams, and other technology professionals better manage IT solutions by decreasing downtime and the likelihood of crashes. It alerts IT staff of an incident, generates a report of the problem, and automates a workflow that ensures the error is reported and responded to in the proper sequence. As a result, it helps curb the effects of major IT incidents by bringing critical information to the right people instantly, allowing for faster response time.
IT/DevOps incident management software is often used as a part of larger IT management strategy, working alongside service desk, mobile device management (MDM), and identity management solutions to help unify projects, automate tasks, and increase team collaboration.
To qualify for inclusion in the IT/DevOps Incident Management category, a product must:
- Monitor and alert staff of incidents or critical errors
- Integrate with team collaboration tools to notify responsible parties
- Create a standardized workflow for handling incidents
- Respond to, report, and investigate IT errors
Incident Management Grid® Scoring Description
Products shown on the Grid® for Incident Management have received a minimum of 10 reviews/ratings in
data gathered by August 29, 2018. Products are ranked by customer satisfaction (based on user reviews) and market
presence (based on market share, seller size, and social impact) and placed into four categories on the
Grid®:
- Products in the Leader quadrant are rated highly by G2 users and have substantial Market Presence scores. Leaders include: PagerDuty, Freshservice, Samanage, OpsGenie, JIRA Service Desk, and VictorOps
- High Performing products have high customer Satisfaction scores and low Market Presence compared to the rest of the category. High Performers include: NinjaRMM and DERDACK Enterprise Alert
- Contender products have relatively low customer Satisfaction scores and high Market Presence compared to the rest of the category. While they may have positive reviews, they do not have enough reviews to validate those ratings. Contenders include: ServiceNow Incident Management, Symantec IT Management Suite, and SymantecGhost Solution Suite
- Niche products have relatively low Satisfaction scores and low Market Presence compared to the rest of the category. While they may have positive reviews, they do not have enough reviews to validate those ratings. Niche products include: SolarWinds Web Help Desk and SunView ChangeGear
© 2018 G2, Inc. All rights reserved. No part of this publication may be reproduced or distributed
in any form without G2’s prior written permission. While the information in this report has been
obtained from sources believed to be reliable, G2 disclaims all warranties as to the accuracy,
completeness, or adequacy of such information and shall have no liability for errors, omissions, or inadequacies in such information.
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