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Table of Contents

• What is Incident Management Software?
• The benefits of Incident Management Software
• Typical features of Incident Management Software
• The cost of Incident Management Software
• Considerations when purchasing Incident Management Software
• Relevant Incident Management Software trends

What is Incident Management Software?

Incident Management Software allows IT departments to record, report, and prioritize various IT-related incidents, from security breaches to system malfunctions. Along with customizable incident reports so employees can report problems, incident management software also supports real-time monitoring so IT personnel can proactively stay on top of issues.

The benefits of Incident Management Software

• Formalized processes: Incident management software provides framework to create a formalized process for addressing IT issues that can be scaled as needed.
• Reduced downtime: The ability to identify, prioritize, and assign issues to IT personnel as soon as issues arise ensures system downtime is kept to a minimum.
• Data to inform long-term decisions: Having dashboards and reports that track common issues over time can give IT teams the data they need to decide which improvement projects to prioritize.

Typical features of Incident Management Software

• Incident reporting: Create customizable incident reports that users can fill out and submit when IT incidents arise.
• Real-time monitoring: Use dashboards to monitor the status of critical IT systems in real time.
• Workflow automation: Set rules to automatically prioritize certain incidents and get them assigned to the right personnel.
• Ticket management: Track the assignee, status, and other important pieces of information with various active IT incidents.
• Audit trail: Maintain a chronological record of information and updates associated with IT incidents over time.
• Alerts and notifications: Get automatically notified when the status of a system changes or a priority IT incident report is created.

The cost of Incident Management Software

Most products in the incident management software market are priced on a per user, per month basis. Pricing can be divided into three pricing tiers based on starting prices:

Price ranges*:

• $5 - $8
• $8 - $17
• $17+

*The pricing included is for the entry-level/lowest priced offering found on vendor websites on April 7, 2020. These ranges correspond to the 25th, 75th, and 100th percentiles of pricing information gathered from vendor websites of sample products.

The above list summarizes pricing for the base plans of most products.

Considerations when purchasing Incident Management Software

• Integrations are critical. In order to monitor the various systems in place at your business, your incident management software must be able to integrate with them. Take stock of the tools and platforms you have in place (or plan to adopt), then discuss the list with any incident management software vendors you’re considering.
• Consider the end user. Depending on your business and the systems involved, employees, customers, and/or clients may be affected by IT incidents. Whoever the end user of the system is, keep their needs in mind (e.g., internal stakeholders can be made privy to more incident details than external ones).
• The makeup of your ITSM team matters too. Depending on their size and scope, IT service management (ITSM) teams can include a handful of stakeholders that aren’t as adept at using tech tools. For this reason, ease of use should be a major priority with the incident management software on your shortlist.

Relevant Incident Management Software trends

• The ongoing fight against malware. Targeted attacks on business systems using malware are on the rise. Incident management systems can contain the damage by alerting companies to attacks immediately, and routing the issue to the proper IT personnel.
• The streaming video effect. As more employees rely on video meetings to collaborate and more company-sponsored events like webinars take place online, the strain streaming video puts on company bandwidth limits is growing. When incidents occur, incident management software can help keep streaming downtime to a minimum.