Best incident management software in 2025
In today's IT-driven world, businesses rely on dedicated teams to monitor, analyze, and prevent security breaches and downtime. However, incident management software provides a faster, more efficient solution, allowing you to automate workflow and minimize service disruptions.
With a wide range of incident management tools available, selecting the best one can be challenging. That’s why my team and I have thoroughly evaluated various options. In this guide, I’ll share our findings, highlighting the key features to look for in incident management software solutions and how to pick the right one for your business.
Best incident management software – shortlist
- ServiceNow – best incident management solution overall
- Zoho Desk – most convenient incident reporting dashboard
- HappyFox – best help desk management tool
- Preparis – all-in-one suite for assessments, detection, and reporting
- AlertOps – most integrations from monitoring and ticketing tools
- Rippling IT – robust IT management and reporting tool for large companies
Our team of researchers and IT specialists put IT tools through real-world tests. From cloud management to workflow automation, we check how well they perform, how secure they are, and whether they’re worth your time. Here’s how we test IT tools.
The best incident management software compared
Before I get into the details of every tool on my list, I thought you could use a head-to-head comparison. Here’s how they rate in terms of pricing, use cases, and features:
| Tool | Best for | Pricing | Key features |
| ServiceNow | Large companies in need of a full-scale assessment and reporting solution | License-based pricing – from $75/user/month to $150/user/month | IT operations management, security and risk assessment, AI reporting |
| Zoho Desk | Small to midsize companies in need of a fully automated help desk tool | Free mode available, subscriptions from $9.5/user/month to $52/user/month | Ticket management, instant messaging, help desk automation |
| HappyFox | IT companies requiring task management and help desk automation | From $29/user/month to $119/user/month, custom Enterprise PRO plans available on request | Task management, omnichannel ticket creation, advanced audit logs |
| Preparis | Companies in need of a robust continuity solution | Not disclosed – pricing available on request | Automated continuity solution, advanced planning and assessment |
| AlertOps | Businesses looking for customizable ticketing and monitoring solutions | Free mode available, subscriptions from $8/user/month to $28/user/month | On-call team management and escalations, advanced scheduling, monitoring integrations |
| Rippling | Midsize IT businesses aiming for management and incident-tracking tools | From $8/month | Customizable workflows, ISO-certified security programs |
6 best incident management software – our detailed list
My comparison of the best incident management tools should suffice for company representatives who already know what they’re looking for. However, if you need a more in-depth analysis, I’ve got you covered. Below, I provide detailed reviews of my top 6 picks, outlining the reasons they made the list.
1. ServiceNow – best incident management solution overall
| Best for | Large companies in need of a full-scale assessment and reporting solution |
| Free trial | Available (30-day application trial) |
| Starting price | From $75/user/month |
| Top features | IT operations management, security and risk assessment, AI reporting |
ServiceNow is a comprehensive IT operations platform that includes specialized security incident management solutions. It primarily relies on AI-powered features, which can significantly enhance efficiency. But, from what I’ve seen, all their agents are AI-driven, which may not be everyone’s cup of tea.
That said, it’s a complete solution that offers more incident management features than any other tool. While it comes with a hefty price tag, it’s worth its weight in gold for large companies and enterprises looking for a license-based option.
ServiceNow includes a suite of security products and features, such as customizable vulnerability response support. It allows you to mitigate risks and threats with real-time alerts and automated response workflows. Visual dashboards and charts simplify data interpretation, though the interface may still be a bit confusing for first-timers.
I advise fully exploring each feature before moving on to the next, and you’ll be all good. Integrated risk management charting tools allow you to tailor your incident response strategies, while business continuity management helps your company recover through rigorous monitoring and careful planning.
2. Zoho Desk – most convenient incident reporting dashboard
| Best for | Small to midsize companies in need of a fully automated help desk tool |
| Free trial | Available (15-day free trial) |
| Starting price | From $9.5/user/month |
| Top features | Ticket management, instant messaging, help desk automation |
As a complete solution for smaller and midsize companies, Zoho Desk delivers in key areas such as call center and customer relationship building. Plus, it features a simple layout that’s easy to use, even for beginners.
With efficient communications management, it enables businesses to anticipate potential issues and streamline workflows, leading to quick recovery. Not to mention its generative AI solutions and custom modules.
With Zoho Desk, you can also get multi-level IVR, connecting several business offices into a single system for faster incident resolution. While only available in the top tier, this feature is a perfect indicator of Zoho Desk’s versatility and convenience for both small and midsize companies.
3. HappyFox – best help desk management tool
| Best for | IT companies requiring task management and help desk automation |
| Free trial | Available (14-day free trial) |
| Starting price | From $29/user/month |
| Top features | Task management, omnichannel ticket creation, advanced audit logs |
HappyFox is primarily a help desk management and incident tracking software for workflow optimization, but it also has advanced incident detection features. Notable tools include satisfaction surveys, task management, and a built-in knowledge base.
With a unique ticketing system, it lets you streamline your customer support even if you’ve got multiple teams. Any potential incidents are reported through the ticketing system and organized into categories for quick resolution.
It also features incident monitoring, analysis, and optimization tools. You can monitor SLA breaches and their targets, as well as obtain inflow reports. Additionally, its custom field reporting feature enables more precise ticket classifications.
Overall, HappyFox is a well-balanced blend of a help desk and incident reporting tool, making it a strong choice for downtime prevention. Plus, it’s easy to use with intuitive visual charts that simplify data interpretation.
4. Preparis – all-in-one suite for assessments, detection, and reporting
| Best for | Companies in need of a robust continuity solution |
| Free trial | Available (14-day free trial) |
| Starting price | Pricing available on request |
| Top features | Automated continuity solution, advanced planning and assessment |
Preparis is not only one of the best incident management tools but also a complete IT continuity suite. In other words, it’s a comprehensive solution that focuses on incident prediction, prevention, and management. The tool's purpose is to help you mitigate risks and manage your workflow after an incident occurs to maintain operational stability following an incident.
It is optimized for disaster-level occurrences, which means it can accurately predict a variety of different incident types. Its integrated features include advanced alerts, bi-directional emergency notifications, and an incident detection suite.
One of the things I like most about Preparis is its planning feature, which emphasizes incident prediction rather than post-incident response. As a side note, the brand is currently undergoing a merger and will continue operating under the Mitratech brand.
5. AlertOps – most integrations from monitoring and ticketing tools
| Best for | Businesses looking for customizable ticketing and monitoring solutions |
| Free trial | Free mode available |
| Starting price | Subscriptions starting from $8/user/month |
| Top features | On-call team management and escalations, advanced scheduling, monitoring integrations |
AlertOps is an excellent choice for IT businesses seeking an affordable incident management automation tool. One of its standout advantages is the free plan, which includes essential features like advanced alerts and API calls. However, to unlock its full suite of incident tracking and prevention tools, you must subscribe to one of the paid plans.
AlertOps offers on-call scheduling, which makes it ideal for small teams. However, thanks to its enterprise-grade incident management capabilities, it’s also an excellent option for big companies. Its fully automated system streamlines incident tracking and response, enhancing team efficiency.
A key highlight of AlertOps is its built-in advanced escalation management toolkit, which routes issues based on predefined triggers using preset rules. The tool also stands out for its affordability and offers valuable features such as intelligent alerts, automation, and dynamic grouping.
6. Rippling – robust IT management and reporting tool for large companies
| Best for | Midsize IT businesses aiming for management and incident-tracking tools |
| Free trial | Available (14-day free trial) |
| Starting price | From $8/month |
| Top features | Customizable workflows, ISO-certified security programs |
If you’re looking for more than an incident tracking system, Rippling can be a great choice. For a fair price, it covers almost every aspect of IT management, including incident reports and security solutions.
The secret to its success lies in its third-party app integrations via R&D and M&A. Its services extend beyond incident management to IT management and HR, but it particularly excels in high-end data security, adhering to ISO-certified standards.
Rippling is the perfect solution for preventing data breaches in major IT companies through in-house, physically stored data and cloud-based platforms for enhanced resiliency. Its app monitoring and tracking and third-party protection only further solidify it on my list as a very versatile option.
How did we select the best incident management software?
I’ve analyzed dozens of incident management software system solutions to bring you the final list of my top 6 picks. If you’re curious about the details of how I did it, here’s a distinctive ranking methodology I came up with together with my team:
- User reviews (15%). My team and I tried to present these tools objectively, but we couldn’t have done that without insights from other users. So, I looked for feedback and user reviews on reputable rating platforms like Trustpilot.
- Features (30%). Next, I examined the features of all these tools. Do they offer advanced continuity suites or just incident reporting properties? Are they small business-level or enterprise solutions, and do the features align accordingly? These are some of the main questions that helped me make the best picks.
- Scalability (20%). I also considered integrations, which are very important for top incident management tools. For instance, Rippling features over 200 integrations, making it a highly scalable tool that grows with your business.
- Customer support (10%). A good IT incident management system must have responsive and high-quality support. That’s why I looked at solutions with AI-generated support like ServiceNow as well as old-fashioned tools like HappyFox.
- Use cases (25%). Last but not least, I explored the primary use cases for all these tools. By that, I mean both company-specific use cases and general application potential in the IT world.
What is incident management software?
Incident management software predicts, prevents, and solves security breaches and problems that lead to downtime and disrupt workflows. There are different types of IT incident management tools, from incident management ticketing system solutions to monitoring and continuity options.
While business continuity solutions may seem like a separate category, they are often considered part of IMS due to their focus on optimizing workflows to mitigate risks and recover from disruptions. These tools are highly versatile, as is their scope of application.
For starters, you’ll need to understand what an incident means in the IT industry. It can be something seemingly irrelevant, like a short power outage, or something big, like a data security breach or third-party interruption.
Whatever the case, an incident management app connects employees and teams from various sections of the company in case of an emergency. By optimizing workflows, it enables a swift reaction by all parties to prevent downtime and ensure smooth operation.
While specific features vary by software type, most incident management solutions follow a standardized process, which typically includes incident identification, logging, categorization, escalation, and reporting.
Features to look for in incident response tools
To narrow it down to a few worthy incident management platforms, you must first know which features to focus on. Of course, a lot of it depends on your company and its business needs. These are some of the key features to look at:
- Real-time alerting and monitoring. The most important aspect of incident prevention and resolution is quickly scanning for timely alerts. That’s why some tools, like ServiceNow, use AI-generated solutions to identify intermissions and alert employees immediately.
- Automated workflows. Fully automated solutions like Perparis make the best incident response software because they keep your workflow intact. Their scanning workflow is also automated, which means the whole process, from scanning to response, occurs as swiftly as possible.
- Cross-platform compatibility. The most versatile incident response management solutions are compatible with multiple platforms and environments. For a tool to be applicable in all cases, it must be compatible with Windows, Linux, macOS, and other systems like ELK.
- Security and compliance tools. Security and compliance are also essential, as they ensure that incident response is aligned with industry standards. With its ISO certification, Rippling is a perfect example of compliance done right.
- Custom integrations. Finally, options like Rippling and AlertOps are complete solutions due to their integrations with third-party tools. Some may include ticketing and monitoring tools, while others provide the support necessary for preventing similar incidents in the future.
Benefits of incident management software
While some benefits of IT incident management software are obvious, like ensuring optimal workflow, others are not as clear at first glance. So, here’s a list of the main benefits that might make you opt-in for one of the listed options:
- Faster response times. In modern IT, incident management system software has become necessary to ensure organizational stability. Automated tools lead to quicker resolutions, ensuring no downtime.
- Better compliance tracking. With compliance-focused tools like Rippling, which holds prominent certifications (e.g., ISO), businesses can efficiently track regulatory compliance. Having software that meets industry standards provides peace of mind when resolving incidents.
- Improved collaboration. Incident management software systems can boost organizational efficiency, especially in companies with large teams. Instant access and data sharing ensure improved collaboration and tools like AlertOps excel in this area.
- Cost savings. Last but not least, quick resolutions save money by eliminating downtime. They are also the first line of defense against disruptions and security breaches that lead to expensive recovery efforts.
How do I choose the right incident management software for my needs
Ultimately, it all comes down to selecting the right incident manager software for your company. After going through all the available options, I’m more than qualified to help you with that. Here are some key points to consider to find a perfect fit:
- Identify your business size and IT requirements. Of course, more robust tools are always a better option, but some are too expensive and complex for small businesses. For instance, ServiceNow is a premium solution best suited for enterprises, whereas Rippling and Zoho Desk offer more budget-friendly and practical options for smaller teams.
- Consider pricing and scalability options. Another key point is pricing, and if you don’t need a robust, license-based solution like ServiceNow, you can explore more affordable alternatives. Some options, like Zoho Desk, even feature free modes (although with limited functionality), while AlertOps is a bargain for its subscription price.
- Look for integration with your existing IT tools. Versatile tools like Rippling and AlertOps are perfect for integrating your other IT systems and tools. Some offer a preset list of integrations, while others, like Rippling, focus on R&D and M&A models.
- Evaluate ease of use and customer support. Finally, you should test customer service responsiveness in case of issues. You’ll also need to consider use cases and pick the best option for your intended application.
Final word on best incident management software
That wraps up my guide on security incident response software. After exploring dozens of tools and going through countless user reviews and forum threads, I’ve come to understand that there’s a perfect tool for every company. You just have to find it.
To do that, it’s crucial to focus on your business needs and do some due diligence beforehand. Consider potential risks and get a tool that offers appropriate alert and response measures. While pricing is always a factor, remember that premium solutions like ServiceNow are designed for large enterprises that require extensive functionality.
My team and I considered all these factors, so feel free to use my picks as a starting point in your search for the ideal incident management software.
FAQ
What is incident management software used for?
Cybersecurity incident response software is used to identify interruptions and potential security breaches, alert company staff, and, depending on the exact solution, offer swift resolution methods.
Which industries benefit most from incident management solutions?
Incident management software can benefit any industry that relies on IT services. Key examples include healthcare, finance, and education, where system stability and data security are critical for daily operations.
Can small businesses use incident management software?
Yes, small businesses can use security incident tracking software, especially when it comes to affordable solutions like Zoho Desk, Rippling, and AlertOps. But, even enterprise solutions like ServiceNow could be a good fit, depending on the use case.
What’s the difference between incident management and IT service management?
While incident management deals with security breaches and incidents that lead to downtime, IT service management handles service requests. Other differences include system integrations, features, and functions.
How much does incident management software cost?
The cost of incident management software ranges from $8/month for Rippling and AlertOps to $75 or more for ServiceNow. It all depends on whether it’s a license-based solution, as well as the number of users and platform compatibility.
Your email address will not be published. Required fields are markedmarked