Top 16 Incident Management Software Tools for IT Teams |

At 2:13 AM on a Tuesday, the alerts started pouring in—sluggish load times, timeout errors, a few angry tweets. 

The on-call engineer jolted awake, phone in hand, eyes scanning logs and dashboards in the dark. The pressure was familiar, but so was the drill: escalate, coordinate, resolve. 

An hour later, the incident was contained, but the chaos exposed gaps in communication. 

This is where an ideal incident management software makes all the difference. From alert routing to root cause analysis, these tools define how fast your team recovers. 🎯

Top Incident Management Software At A Glance 

Here’s a short breakdown of some of the best incident management platforms: 

Tool Name	Best Features	Best For	Pricing*
	Customizable task views, real-time dashboards, AI updates, team collaboration, user permissions	Teams of all sizes needing an all-in-one task management and productivity platform to coordinate incident management	Free plan available; Custom pricing for enterprises
ServiceNow	Robust workflow automation, advanced incident management capabilities, performance analytics, extensive enterprise integrations	Large enterprises managing complex IT and business service workflows	Custom pricing
Zendesk	Multichannel support including email, chat, and phone, AI for customer interactions, rich automation	Customer-facing teams seeking scalable and omnichannel support solutions	No free plan; Paid plans start at $69/month per user
Splunk On-Call	Intelligent alert routing, real-time incident response processes, integrations with observability and monitoring tools	DevOps teams managing critical on-call workflows and real-time incident alerts	Custom pricing
Jira Service Management	Agile change management, incident tracking, developer collaboration, integration with Atlassian ecosystem	IT teams practicing DevOps or Agile and needing tight development-service linkage	Free plan available; paid plans start from $19.04/month per user
Freshservice	Asset discovery, workflow automation, service catalog, and an intuitive UI	Mid-sized organizations seeking an ITIL-ready, modern service desk platform	No free plan; Paid plans start at $19/month per user
PagerDuty	Advanced real-time alerting, intelligent incident response workflows, and automated escalations	Organizations needing reliable digital operations and critical incident resolution	Free plan available; paid plans start at $25/month per user
Squadcast	SRE principles with incident management, collaborative response, and on-call scheduling in one platform	Modern engineering teams streamlining alerting and incident response	No free plan; Paid plans start at $12/month per user
Opsgenie	Flexible on-call scheduling, powerful alert routing, and native integrations with Atlassian and third-party tools	Teams seeking highly customizable alerting within Atlassian ecosystems	Free plan available; paid plans start at $11.55/month per user
SolarWinds Service Desk	Incident, asset, and change management with reporting dashboards and a user-friendly portal	IT departments needing scalable service desk solutions with strong CMDB features	No free plan; Paid plans start at $39/month per user
iTop	A complete CMDB, incident and change management, SLA tracking, and a customizable open-source core	Teams looking for a free, open-source, and configurable ITSM framework	Custom pricing
GLPi	IT asset inventory, helpdesk operations, plugin extensions, and compliance tracking	Organizations preferring open-source asset and service management systems	No free plan; Paid plans start at $21.73/month
BigPanda	AI for event correlation,  alert noise reduction, and unified incident dashboards for operational awareness	Enterprises managing large-scale infrastructure with heavy alert volumes	Custom pricing
Ivanti Service Manager	End-to-end service and asset management, self-service incident command centers, automation, and mobile access	Enterprises needing flexible ITSM tools with workflow and endpoint integration	Custom pricing
TOPdesk	Intuitive incident and change management, a knowledge base, and strong self-service portals	Educational institutions and public sector teams needing approachable ITSM tools	No free plan; Paid plans start at $76/month per user
NinjaOne	Remote monitoring, automated patching, endpoint backup, and RMM capabilities in a simple interface	MSPs and IT teams managing remote endpoints and providing proactive IT services	Custom pricing

How to Choose Incident Management Software 

Here are some of the important factors to consider when picking an incident management system software: 

• Logs issues instantly with real-time reporting tools that capture every detail from screenshots to timestamps right when incidents happen
• Tracks everything in one place using a centralized database that stores every step, update, and resolution in a searchable timeline
• Automates repetitive tasks like task assignment, follow-ups, and stakeholder alerts so your team can focus on solving instead of chasing
• Prioritizes with precision by setting impact-based categories and routing tickets to the right folks automatically
• Allows real-time collaboration with built-in chat, shared notes, and communication logs that keep everyone aligned, even across departments
• Connects your ecosystem by integrating your incident management tools, monitoring systems, ITSM platforms, or whatever else your team already uses
• Adapts to your workflow with customizable templates, forms, dashboards, and automation rules that match how your team actually operates
• Spots patterns before they escalate through analytics and trend reports that highlight root causes and recurring issues, and enables post-incident analysis

The Best Incident Management Software for Support Teams

Let’s take a detailed look at the best incident reporting software: 

1. (Best for incident management and seamless team coordination) 

Teams today are dealing with multiple projects, knowledge, and communication scattered across disconnected tools, which slows them down.

fixes this with the everything app for work, which combines projects, knowledge, and chat in one place—all powered by AI that helps you work faster and smarter.

Let’s start with fully customizable Tasks, the backbone of your operational workflow. 

Whether you’re logging incidents, assigning responsibilities, or setting priorities, custom fields for descriptions, tags, due dates, and assignees keep all the required info in one place.

During a critical security incident, you can break the issue into subtasks (triage, fix, post-mortem), assign them to different owners, and track real-time progress. With time tracking, task dependencies, and built-in automation, nothing gets missed. 

Now layer in Dashboards, and suddenly your incident data transforms into powerful visuals. 

Want to monitor escalated incidents or see root-cause trends over the last 30 days? Set the filters, and the dashboard will do the rest.

And with Chat, conversations happen right where the work is, so everyone stays on the same page. Start chats from specific tasks (or vice versa), tag co-workers with @ mentions, share your screen over a video call, and employ AI Agents to quickly bring team members up to speed on what’s happening.

But what truly elevates incident management is Brain, the platform’s built-in AI engine. 

Brain can analyze your data, uncover patterns in incident frequency, suggest likely root causes, or even generate risk summaries from project activity.

Instead of manually digging into reports, let AI identify bottlenecks, inefficiencies, or repetitive issues that need your attention. Ask questions like ‘Which team resolved the most incidents this month?’ or ‘What’s the trend in downtime alerts? ’, and get immediate, contextual answers based on live workspace data.

In critical meetings, the AI Notetaker captures every detail by automatically recording, transcribing, and summarizing the discussion. It intelligently pulls out action items and instantly creates tasks, complete with owners, due dates, and links to relevant incident tickets.

This provides immediate clarity and alignment for everyone, ensuring no follow-up is missed.

And if you don’t want to design your workflow from scratch? 

The Incident Action Plan Template is a comprehensive, color-coded tool that brings structure and clarity to incident response.

• Log the Incident Name and Operational Period (date and time) using custom fields
• Add a high-level overview with the Situation Summary section
• Outline objectives, assign responsibilities, and note safety priorities with the Execution Plan
• Centralize critical details like Contact Info, Weather Forecasts, Assignment Lists, Maps, and Approval Logs in this incident report template

Additionally, the IT Incident Report Template is ideal for quickly logging and resolving technical disruptions. It captures critical incident details using clearly labeled custom fields, and structured subtasks ease progress tracking.

best features 

• Centralize documentation: Use Docs to create incident reports and response guides, post-mortem templates, or compliance documentation with granular access control
• Coordinate with your team: Work in real time with your team to keep incident updates, team coordination, and escalations in Chat
• Tag team members for accountability: Assign next steps clearly using Assign Comments to turn conversations into action, perfect for tracking follow-ups 
• Connect external tools: Integrate with existing systems like Jira, AWS, or incident alerting tools with Integrations 

limitations

• Steep learning curve due to its extensive customization options 

pricing 

ratings and reviews 

• G2: 4.7/5 (10,300+ reviews)
• Capterra: 4.6/5 (4,400+ reviews)

What are real-life users saying about ? 

This G2 review sums it all: 

2. ServiceNow (Best for large-scale enterprise ITSM environments)

If you’re an operations leader, ServiceNow can help you bring order to your workflows. It makes it easier to standardize incident management processes and cut down on those frustrating gaps between teams.

This incident management solution can automatically categorize, prioritize, and route incidents based on their potential impact and urgency, without manual intervention. This intelligent assignment, combined with features like AI-powered recommendations and self-service portals, significantly reduces the time to resolution.

With incident, change, and asset management all under one roof, you get a clear, real-time view of where bottlenecks are happening and how different parts depend on each other.

You can set up custom dashboards to monitor important metrics like service performance, team workloads, and outage trends. Its scalability helps coordinate large, cross-functional operations with complex workflows. 

ServiceNow best features 

• Centralize incident logging and tracking from multiple channels into a single, unified platform for complete visibility
• Leverage AI-powered capabilities such as Now Assist for automated ticket resolution and content generation
• Coordinate fieldwork using Field Service Management modules like Dispatcher Workspace to assign, track, and optimize field tasks 
• Empower users with a self-service portal and AI-powered chatbots to resolve common issues independently and reduce ticket volume

ServiceNow limitations 

• Connecting ServiceNow ITSM with external platforms can be technically demanding and resource-intensive
• The total cost of ownership, including licensing and potential need for a dedicated support team, can be high, especially for smaller organizations
• Navigating ServiceNow’s functionalities can be difficult, particularly for new users or non-technical stakeholders

ServiceNow pricing 

• 30-day free trial 
• Custom pricing 

ServiceNow ratings and reviews

• G2: 4.4/5 (1,100+ reviews) 
• Capterra: 4.5/5 (300+ reviews)

What are real-life users saying about ServiceNow? 

This is how one user described their experience:

3. Zendesk (Best for customer-facing support ticketing workflows)

Zendesk is built around fast and organized ticket resolution, providing support teams with a clear and customizable workspace to manage customer interactions.

Features like Triggers and Automations allow IT teams to set up complex workflows without needing a developer—automatically routing tickets, sending notifications, and escalating issues based on predefined rules.

Zendesk’s AI capabilities automate large parts of the query resolution process, making teams more productive. The Copilot add-on speeds up agent response times with recommended next steps and contextual insights.

You’ll find macros and a searchable knowledge base handy for answering common questions quickly. And if you want to tweak or expand Zendesk, Zendesk Sunshine, and 1200+ ready-made apps and integrations, let you customize without needing to code.

Zendesk best features 

• Centralize customer conversations with omnichannel support, unifying email, chat, social media, phone, and messaging apps
• Automate repetitive tasks using AI-powered chatbots, triggers, and workflow automations to speed up responses
• Integrate with hundreds of apps, including Slack and Jira, to create a connected workflow for incident communication and collaboration
• Analyze support team performance and identify incident patterns with clean, easy-to-understand reporting dashboards

Zendesk limitations 

• The cost can increase significantly as you add more agents or require features only available on higher-tier plans
• Extensive customizations for highly complex, enterprise-level workflows can be more challenging to implement compared to more specialized tools
• May be less suited for organizations that require deep asset management and configuration item (CI) tracking directly tied to incidents 

Zendesk pricing 

• A 14-day free trial 
• Support Team: $25/month per agent 
• Suite Team: $69/month per agent
• Suite Professional: $149/month per agent
• Suite Enterprise: Custom pricing 
• Copilot Add-on: $50 /month per agent, billed annually

Zendesk ratings and reviews

• G2: 4.3/5 (6,200+ reviews)
• Capterra: Not enough reviews

What are real-life users saying about Zendesk? 

One review puts it this way:

4. Splunk On-Call (formerly VictorOps) (Best for real-time on-call alerting integration)

Splunk On-Call makes DevOps project management smoother by automating alerts and giving you all the context you need. Unlike traditional ticketing systems, this incident tracking software focuses on intelligent alerting and real-time incident response.

It hooks into your monitoring tools and sends real-time alerts based on flexible routing and on-call schedules. When something goes wrong, your team gets alerts packed with runbooks, logs, and timelines, and no time is wasted hunting for info.

You can acknowledge, escalate, or resolve incidents right from your phone or chat app. Finally, it tracks incident trends and team response times, helping you spot areas to improve and keep your systems running reliably.

Splunk On-Call best features

• Aggregate alerts from dozens of monitoring and observability tools into a single, intelligent incident response hub
• Automate on-call scheduling, rotations, and escalation paths to eliminate manual errors and ensure 24/7 coverage
• Expand Splunk’s capabilities by installing over 1,000 vetted apps and add-ons from Splunk, partners, and the community 
• Visualize and monitor data using custom dashboards, reports, and visualization tools
• Collaborate in real-time using a central incident timeline, integrated chat, and seamless conference bridge creation

Splunk On-Call limitations 

• Realizing its full potential is often tied to the broader Splunk ecosystem, which could lead to higher costs and potential vendor lock-in
• The alert configuration process may be cumbersome and time-consuming
• It is a specialized on-call and alerting tool, not a comprehensive ITSM platform for managing the entire service desk lifecycle

Splunk On-Call pricing 

• 14-day free trial 
• Custom pricing

Splunk On-Call ratings and reviews

• G2: 4.6/5 (50+ reviews) 
• Capterra: 4.5 (30+ reviews) 

What are real-life users saying about Splunk On-Call? 

Straight out of a G2 review: 

5. Jira Service Management (Best for DevOps-centered incident response)

Jira Service Management provides your IT team with a clear, organized way to handle service requests, incidents, and changes. Built on the familiar Jira platform, it lets you track requests from intake to resolution with full visibility and SLA monitoring.

The customizable request portal makes reporting issues simple and consistent, while automation takes care of routine triage tasks. Since it integrates seamlessly with Jira Software, your IT and engineering teams can work together without losing context.

With major incident management capabilities built in, JSM handles everything from on-call scheduling and intelligent alerting to stakeholder communications.

If you’re already using Atlassian tools, this seems like a natural next step in streamlining your service delivery.

Jira Service Management best features 

• Automate responses and triage with AI-powered tools like the Virtual Service Agent, Smart Triage, and AI Answers for instant knowledge base suggestions
• Manage the entire incident lifecycle, from on-call alerting and real-time communication to post-incident reporting, all on one platform
• Visualize and monitor service performance using customizable dashboards and reports, including SLA tracking, trend analysis, and workload distribution
• Integrate seamlessly with Atlassian products (Jira Software, Confluence, Trello) and over 3,000 Marketplace apps

Jira Service Management limitations 

• Getting advanced insights often requires proficiency with Jira Query Language (JQL) or purchasing additional reporting apps from the Atlassian Marketplace
• The platform’s performance can sometimes become sluggish in large, enterprise-scale instances with extensive customizations and third-party apps
• For users not already familiar with Jira, the sheer number of configuration options and settings can be overwhelming

Jira Service Management pricing 

• Free
• Standard: $19.04/month per agent
• Premium: $47.82/month per agent
• Enterprise: Custom pricing

Jira Service Management ratings and reviews

• G2: 4.2/5 (770+ reviews) 
• Capterra: 4.5/5 (700+ reviews) 

What are real-life users saying about Jira Service Management?

A user shared this feedback:

6. Freshservice (Best for intuitive ITIL-aligned service desks)

Freshservice makes it easier for compliance managers to enforce change control, access policies, and stay audit-ready without disrupting day-to-day IT work. It offers approval workflows, asset tracking, and ready-to-use documentation templates that follow ITIL best practices. 

Every change, incident, and user action is logged with timestamps to make your audits straightforward. And with role-based access and configuration controls, you can ensure that only authorized users can make system changes.

Freshservice’s Freddy AI handles repetitive tasks like categorizing tickets, suggesting relevant knowledge base articles to agents, and even deflecting common queries with automated responses. Its no-code workflow automator allows IT teams to easily set up rules for routing, approvals, and SLA management.

Freshservice best features 

• Automate repetitive IT tasks using a drag-and-drop engine for ticket flows, approvals, and escalations
• Consolidate alerts from various monitoring tools to create and manage major incidents from a single command center
• Empower users to solve issues independently via self-service portals and a comprehensive knowledge base for SOPs, FAQs, and documentation
• Leverage AI support via Freddy AI for auto-ticket classification and chatbot-driven assistance
• Integrate with a wide range of business apps in the Freshworks Marketplace to connect IT support with other team workflows

Freshservice limitations 

• Reports lack detail and customization options for thorough performance analysis
• Some integrations need manual setup and lack automation
• Freddy AI is only included in the more expensive paid plans
• Its mobile application may lack the full feature set available on the desktop version, which can be a drawback for field technicians

Freshservice pricing 

• 14-day free trial 
• Starter: $24/month per agent
• Growth: $50/month per agent
• Pro: $103/month per agent
• Enterprise: Custom pricing

Freshservice ratings and reviews

• G2: 4.6/5 (1,200+ reviews)  
• Capterra: 4.5/5 (600+ reviews)  

What are real-life users saying about Freshservice?

Here’s a first-hand perspective:

7. PagerDuty (Best for critical alert escalations and uptime) 

PagerDuty helps your DevOps team respond to incidents faster by plugging directly into your CI/CD pipelines and monitoring tools. It automatically spots issues and sends alerts to the right people based on your custom escalation rules.

During outages, features like automated runbooks, clear service ownership, and response playbooks keep your team on track and speed up recovery. Plus, integrated AI and AI agents help provide context to service agents while also resolving the simpler issues immediately.

Additionally, with built-in integrations for tools like GitHub, Kubernetes, and Jenkins, you can stay in control and keep full visibility across the entire development lifecycle.

PagerDuty best features 

• Orchestrate incident response with real-time alerting and on-call management, including automated escalations and flexible scheduling
• Autonomously resolve routine issues with AI agents
• Reduce downtime with Event Intelligence to correlate signals, suppress noise, and prioritize actionable incidents
• Mobilize response teams from anywhere with a mobile app for incident acknowledgement, triage, and resolution on the go
• Customize workflows with automation actions, runbooks, and extensible APIs for tailored incident handling
• Analyze team performance and operational health with detailed post-mortems and data-driven insights to improve system resilience

PagerDuty limitations 

• Sometimes it fails to send notifications, auto-solving at Level 1, leading to missed issues and an impact on the health dashboard 
• Its feature set is highly technical and tailored for DevOps, SRE, and IT Ops teams, making it less suitable for business or customer service-oriented incident response

PagerDuty pricing 

• Free: For up to 5 users
• Professional: $25/month per user
• Business: $49/month per user
• Enterprise: Custom pricing

PagerDuty ratings and reviews

• G2: 4.5/5 (890+ reviews) 
• Capterra: 4.6/5 (200+ reviews)

What are real-life users saying about PagerDuty?

See what this reviewer had to say:

8. Squadcast (Best for SRE teams with integrated observability)

Squadcast brings alerting, collaboration, and automation into one streamlined workflow to help your IT team stay on top of incidents. It connects with your monitoring tools and routes real-time alerts to the right responders based on on-call schedules and service ownership.

What makes Squadcast stand out is its focus on SRE practices, with SLOs (Service Level Objectives) and SLIs (Service Level Indicators) built right into the process. The built-in communication tools keep everyone in sync during outages, and status updates help the whole team stay aligned.

With Reliability AI to reduce noise and provide intelligent insights and summaries, teams on the Enterprise plan can make informed decisions and reach resolutions faster.

After the incident, the software even generates detailed bug reports automatically, making it easier to learn from issues and improve your response over time.

Squadcast best features 

• Unify on-call alerting, incident response, status pages, and SLO management within one platform
• Define escalation policies so incidents are automatically routed to the appropriate responders based on severity, time, or custom rules
• Reduce alert noise using intelligent noise reduction and event grouping, allowing teams to focus on actionable incidents
• Facilitate team collaboration during active incidents through dedicated war rooms that centralize communication and context
• Track service health and reliability with service catalogs, SLOs (Service Level Objectives), and error budgets

Squadcast limitations  

• Alerts from certain integrations may occasionally experience sync delays
• Its library of official, pre-built integrations is smaller than some market leaders, potentially requiring custom webhooks for certain tools
• Users have reported that the user interface can be less intuitive or polished compared to more mature competitors in the space

Squadcast pricing

• A 14-day free trial 
• Pro: $12/month per user 
• Premium: $19/month per user 
• Enterprise: Custom pricing

Squadcast ratings and reviews

• G2: 4.4/5 (300+ reviews) 
• Capterra: Not enough reviews

What are real-life users saying about Squadcast?

One review puts it this way:

9. Opsgenie by Atlassian (Best for flexible on-call scheduling and routing) 

Opsgenie offers you a clear view of incident activity, team responsiveness, and service reliability in one place. Its flexible alert routing and deep integration with Atlassian tools like Jira and Statuspage make it easier to manage every stage of an incident, from detection to resolution and follow-up.

The platform excels at managing complex on-call schedules, rotations, and escalation paths, providing flexibility for teams of any size.

You can set custom alert rules to make sure the right team is notified every time. When major incidents hit, built-in reporting and coordination tools help your teams respond faster and with less friction.

Opsgenie best features 

• Customize incident workflows with incident IT templates, predefined response teams, and tailored escalation rules
• Filter and de-duplicate alerts from a vast library of integrations to reduce noise and help teams focus on what matters
• Coordinate incident response efforts using features like an Incident Command Center, stakeholder updates, and conference bridges
• Automate on-call scheduling and escalation policies to guarantee 24/7 coverage
• Empower mobile response through Opsgenie’s mobile app

Opsgenie limitations 

• The platform lacks a Microsoft Teams option for incident conference rooms, which limits usability for organizations that do not use Zoom
• The user interface can be dense and complex, presenting a significant learning curve for administrators setting up advanced configurations
• Atlassian has announced sunsetting plans for this tool; hence, users will need to migrate to another alternative soon

Opsgenie pricing 

• Free
• Essentials: $11.55/month per user
• Standard: $24.15/month per user
• Enterprise: $38.50/month per user

Opsgenie ratings and reviews

• G2: 4.3/5 (40+ reviews)
• Capterra: 4.6/5 (150+ reviews) 

What are real-life users saying about Opsgenie?

A quick snippet from a real user:

10. SolarWinds Service Desk (Best for asset-heavy infrastructure management) 

SolarWinds Service Desk helps compliance managers maintain clean, auditable records of all IT service activity. It automatically logs every request, change, and incident with timestamps, access history, and documentation, so your audit trails are always in place.

The platform’s key strength lies in its deep integration with IT asset management. When an incident is reported, agents can immediately see a full picture of the associated user’s hardware, software, and other configuration items, which provides critical context for troubleshooting.

Change approvals are built into the workflow, and smart automation keeps ticket categorization consistent with your service policies. Need to track HIPAA, GDPR, or ISO requirements? Just tailor the fields to match.

You also get built-in cybersecurity risk assessments for changes, giving you a clear view of potential security impacts before they become problems.

SolarWinds Service Desk best features 

• Gain visibility into assets with integrated IT asset management and automated asset discovery
• Visualize IT infrastructure and relationships with an integrated Configuration Management Database (CMDB) and automated asset discovery
• Identify and address root causes through problem management to prevent future occurrences 
• Empower employees with a customizable self-service portal that includes a knowledge base and service catalog 

SolarWinds Service Desk limitations 

• The task arrangement for submitting new tickets can be complicated at times 
• It lacks the advanced, real-time on-call scheduling and alerting capabilities found in specialized DevOps-focused tools
• The user interface is considered by some users to be less modern and intuitive than many newer competitors

SolarWinds Service Desk pricing 

• 30-day free trial 
• Essentials: $39/month per technician
• Advanced: $79/month per technician
• Premier: $99/month per technician

SolarWinds Service Desk ratings and reviews

• G2: 4.3/5 (740+ reviews) 
• Capterra: 4.6/5 (570+ reviews) 

What are real-life users saying about SolarWinds Service Desk?

According to one reviewer:

11. iTop (Best for customizable open-source IT operations)

If your team needs full control over how IT infrastructure is documented and managed, iTop’s web-based IT Service Management (ITSM) platform offers a practical approach.

It’s an open-source, self-hosted ITSM and CMDB (Configuration Management Database) solution that allows you to manage ticketing, change tracking, and configuration data without the limitations of a typical SaaS tool.

The flexible CMDB lets you map relationships between assets, applications, users, and incidents. And because it’s highly customizable, it’s a strong fit for teams with strict processes or data control requirements.

iTop best features 

• Ensure data quality and compliance with built-in audit trails, data synchronization, and user-defined audit rules
• Track changes and maintain compliance using lifecycle management features, including archiving, obsolescence, and transition flags
• Customize the platform extensively, from data models to workflows, due to its open-source nature
• Edit relationships and manage data contextually with pop-up editors and pre-populated OQL queries
• Visualize service dependencies to analyze the business impact of an incident and aid in root cause analysis

iTop limitations 

• Requires significant technical expertise for initial installation, configuration, and ongoing maintenance 
• It lacks the sophisticated, real-time alerting, on-call scheduling, and automated response capabilities found in specialized tools

iTop pricing 

iTop ratings and reviews

• G2: Not enough reviews 
• Capterra: Not enough reviews 

12. GLPi (Best for modular IT ticketing and asset tracking)

GLPI is a solid choice if you want full control over IT assets and services without the burden of licensing costs. This open-source platform integrates inventory tracking, request and incident management, and contingency planning into one interface.

You can document everything from hardware and software to network gear and contracts, then tie those assets directly to service tickets to speed up troubleshooting. A built-in request portal and knowledge base can help you cut down on repetitive queries.

From an operational standpoint, GLPI functions as a classic service desk. Users or automated systems can generate tickets, which can be categorized as incidents or requests. These tickets are then managed through a structured lifecycle, with support for SLAs, prioritization rules, and automated actions.

While the interface is basic compared to commercial tools, its modular design and plugin support allow customization to fit local needs.

GLPi best features 

• Integrate a full-featured IT asset inventory and CMDB directly with the helpdesk for complete incident context
• Centralize service desk operations using a powerful ticketing system for incident, request, problem, and change management
• Plan and track projects with integrated cybersecurity project management tools
• Automate workflows and notifications for ticket assignments, escalations, and approvals
• Customize nearly every aspect of the platform, including data fields, workflows, and rules, to fit specific organizational needs

GLPi limitations 

• Some plugins aren’t always supported 
• Requires significant in-house technical skills for initial setup, configuration, and ongoing maintenance
• While reporting, analysis, auditing, and file export functions are available, some users report that they require significant improvement
• The free community edition relies on community forum-based support, which lacks the guaranteed response times of paid enterprise support

GLPi pricing 

• GLPI Network Cloud: €19/month (approx. $21.73/month) 
• On-premises Basic: €100/month (billed annually) (approx. $114.38/month) 
• On-premises Standard: €300/month (billed annually) (approx. $343.14/month) 
• On-premises Advanced: €1000/month (billed annually) (approx. $1143.79/month)

GLPi ratings and reviews

• G2: 4.5/5 (30+ reviews)
• Capterra: 4.5/5 (40+ reviews) 

What are real-life users saying about GLPi?

A user shared this feedback:

13. BigPanda (Best for AI-driven incident correlation and automation) 

BigPanda is an AIOps and incident intelligence platform designed to help enterprises manage the overwhelming volume of data and alerts generated by modern IT environments.

The software helps you stay focused when alerts are flying in from every direction. By pulling data from all your monitoring tools and turning it into clear, actionable incidents, it cuts through the noise and helps you see what actually matters.

Its machine learning capabilities group related alerts, pinpoint root causes, and filter out the clutter, so your team can identify patterns across infrastructure and more effectively allocate response efforts. 

With dashboards focused on incident trends, team performance, and platform health, IT operations management software provides the visibility needed to spot systemic issues and improve operational efficiency at scale.

BigPanda best features 

• Correlate and prioritize alerts automatically using AI-powered event correlation
• Automate incident detection, triage, and resolution, and get explainable AI-driven insights
• Reduce alert fatigue and noise, enabling operations teams to focus their attention on genuine service-impacting issues
• Accelerate root cause analysis by leveraging generative AI to surface similar past incidents and analyze incident data
• Enrich incidents automatically with relevant context, such as code deployments, infrastructure changes, and historical data

BigPanda limitations 

• Sometimes the alerts stay on the dashboard even after being resolved 
• Its effectiveness depends on the quality and maturity of an organization’s monitoring and observability data
• It doesn’t have its own native on-call scheduling or asset management capabilities; it is designed purely for event correlation and incident intelligence

BigPanda pricing 

BigPanda ratings and reviews

• G2: 4.5/5 (110+ reviews) 
• Capterra: Not enough reviews 

What are real-life users saying about BigPanda?

Straight from a G2 review:

14. Ivanti Service Manager (Best for IT asset and service lifecycle tracking) 

Ivanti Neurons for ITSM makes compliance effortless by tracking every change, approval, and user action automatically. Its role-based permissions, automated compliance reporting, and built-in change management protocols help you meet standards like ITIL, SOX, or GDPR.

Its visual workflow designer allows IT departments to build detailed, no-code/low-code workflows for incident routing, approvals, and resolution tasks. Its ability to unify ITSM with Ivanti’s other endpoint management and security products allows support teams to log and track incidents and take direct action.

The platform’s real-time dashboards provide visibility into audit readiness at any moment, eliminating the need for a separate tool.

Ivanti Service Manager best features 

• Deliver strategic value and accelerate service delivery with AI-powered chatbots, proactive service management, and guided ITSM 
• Unify service management with endpoint and security management for a more integrated IT operations experience
• Optimize IT asset performance, including asset discovery, spend optimization, and configuration management
• Integrate seamlessly with over 1,000 third-party systems using robust connectors

Ivanti Service Manager limitations 

• The admin and analytics might seem a bit outdated compared to its competitors 
• Due to its complexity, the platform requires dedicated administrative resources for configuration and maintenance
• The total cost of ownership, including licensing and implementation services, can be substantial

Ivanti Service Manager pricing 

Ivanti Service Manager ratings and reviews

• G2: 3.9/5 (180+ reviews) 
• Capterra: Not enough reviews 

What are real-life users saying about Ivanti Service Manager?

This is how one user described their experience:

15. TOPdesk (Best for public sector and education service desks)

TOPdesk is a comprehensive service management platform known for its emphasis on user-friendliness.

It simplifies service desk operations for support teams by combining ticketing, asset management, and knowledge base tools in one place. When a user reports an issue, you can instantly connect it to past problems, templates, or related equipment to speed up fixes and cut down on repeated work.

A key differentiator is its shared service management model, which allows departments like HR and Facilities to manage their own case types and workflows within the same platform.

Your team can easily assign tasks, share notes, and escalate cases without jumping between tools. Meanwhile, TOPdesk tracks response time and satisfaction ratings, giving you the data to boost your team’s performance.

TOPdesk best features 

• Plan, track, and roll out changes smoothly using integrated change management and workflow automation
• Streamline change and problem management with dedicated modules that support ITIL best practices 
• Simplify the agent and end-user experience with a clean, intuitive, and easy-to-navigate interface
• Empower users with a straightforward self-service portal for logging incidents and accessing knowledge base articles
• Analyze performance and make data-driven decisions using customizable dashboards, built-in reporting, and analytics tools 

TOPdesk limitations 

• It doesn’t integrate well with Google Enterprise/Admin 
• The built-in reporting and analytics tools, while functional, may not offer the depth and granularity of more data-intensive platforms
• The platform is not designed for high-velocity, real-time incident response and lacks advanced alerting and on-call scheduling features

TOPdesk pricing 

• A 30-day free trial 
• Essential: $76/month per agent
• Engaged: $109/month per agent
• Excellent: $155/month per agent

TOPdesk ratings and reviews

• G2: 4.2/5 (20+ reviews)
• Capterra: 4.4/5 (100+ reviews) 

What are real-life users saying about TOPdesk?

A quick snippet from a real user:

16. NinjaOne (Best for MSPs needing lightweight remote monitoring

NinjaOne is a unified IT operations platform that tightly integrates remote monitoring and management (RMM), endpoint management, and helpdesk ticketing.

It puts IT teams in control of every device, no matter where they’re located. It simplifies endpoint management by automating patching across Windows, macOS, and Linux, and lets you troubleshoot remotely before small issues become big problems.

With real-time alerts, backup tools, and software deployment all built in, you can streamline operations and reduce reliance on multiple systems. If managing your infrastructure at scale is your priority, NinjaOne gives you the control and coverage you need.

NinjaOne best features 

• Monitor and manage endpoints remotely using Remote Monitoring and Management (RMM) for real-time device health and security
• Automate ticket creation directly from endpoint alerts, such as performance warnings, failed tasks, or security issues
• Automate patch deployment and software updates with robust patch management tools and reduce vulnerabilities 
• Enrich all tickets automatically with deep, contextual data from the managed device, including hardware, software, and performance history
• Safeguard data with automated backup and disaster recovery options for devices and servers

NinjaOne limitations 

• It logs you out constantly, and some users complain about getting an ‘inactivity timeout’ 
• The platform is focused on incidents originating from managed endpoints and is not designed to be a central hub for network, cloud, or application-level incidents
• The customization options within the helpdesk module are more limited compared to the flexibility offered by standalone service desk applications

NinjaOne pricing 

NinjaOne ratings and reviews

• G2: 4.7/5 (2300+ reviews) 
• Capterra: 4.8/5 (240+ reviews) 

What are real-life users saying about NinjaOne?

According to one reviewer:

Track and Manage Incidents With  

No matter how sophisticated your tech stack is, what matters is how quickly and effectively your team can respond when something breaks. The best incident management software gives you visibility, automates workflows, cuts the noise, and keeps everyone aligned from first alert to final resolution.

If you’re looking for a flexible, intuitive platform built for high-pressure environments, checks every box.

From customizable task workflows and real-time dashboards to AI-powered reporting and smart meeting notes, it’s a single source of truth for IT, DevOps, and operations teams.

Sign up on for free today! ✅

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