An incident is known as an unpredictable interruption that hinders an IT service and causes a decrease in its quality. If there is a change in the normal functioning of an operation, it is called an incident. The procedure for handling this incident is called the incident management process.
Incident management strives to ensure that the normal service operations are restored as soon as possible. It ensures that there is a lesser negative impact on the company and provides the best service quality to the users.
Once you set up the incident management process, it has the potential to create recurring values for the company. You can report an incident using multiple ways such as user phone calls, monitoring, technical staff, and web forms.
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Which Are The Most Efficient Incident Management Software?
Incident management sticks to a process that involves steps such as classifying and prioritizing, detecting and recording, investigating and diagnosing, restoring incident closure and resolution. In this article, we will be looking at the top incident management software.
ServiceDesk Plus
ManageEngine has introduced ServiceDesk Plus in the form of a full-stack ITSM solution. ServiceDesk Plus has got Pink Elephant’s ITIL compatibility certificate owing to its excellent practice of incident management. The software is successful in fulfilling 100% of the criteria set for evaluation.
ServiceDesk has an incident module that consists of a huge range of capabilities and functions. These features include incident forms that are customizable, incident logging for multiple channels, and a fully automated ticket workflow. These features guarantee an incident resolution procedure that is optimized and consistent.
The end users have the option of creating tickets using email, chat messages, phone calls, and also a self-service portal that exists on the web. Any emails that are received are automatically transformed into tickets.
ServiceDesk also has custom incident templates that allow you to retrieve important information from the requesters when they create the ticket. Service desk teams can do a lot of stuff to resolve the incoming tickets that include prioritization, categorization, and technician assignment depending on the parameters of the tickets that exist with no-code automation.
SolarWinds Service Desk
SolarWinds Service Desk is a handy IT service management solution. The software has features that are capable of providing service portals, problem management, incident management, knowledge base, and service catalog.
It has a completely integrated IT asset management platform that is successful in compiling software, hardware, POs, and much more. You can organize and streamline requests and tickets originating from distinct mediums such as phone calls, email, etc., using a single platform.
SolarWinds offers you a completely functional free trial with a period of 30 days. The introductory price is USD 228 per agent per year, and it can support unlimited users.
Zendesk
Zendesk provides you with a support suite that enables your team to work easily with an individual collection of tools and processes the work that you do on any given channel. The work can be processed on channels such as chat, email, voice, and different social media messaging apps like Twitter, Facebook, WhatsApp, WeChat, and a lot more like these.
Among the different paid software, Zendesk is a good option since it has affordable monthly costs. You have the flexibility to insert services or products into your plan, but that will lead to an increase in costs. Zendesk has a high score in a review done by Value For Cost. This is because of their adaptable plans and a lesser per-item cost.
Zendesk has several integrations such as Productboard, Kaizo, SessionStack, Zoom, Amazon Connect, Harvester, Snapchat, Nicereply, CloudTalk, Zoho CRM, Google Hangouts, Capsule CRM, Simplesat, Gainsight, Mailchimp activity, TeamViewer, ChargeDesk, Gainsight, TeamViewer, Nutshell, Gainsight and a lot more like these.
HaloITSM
HaloITSM is one of the best IT service management software that can take care of all your service management requirements, which includes incident management. The software allows you to keep the services normal in less time. This ensures that the business there is not much of a negative impact on business operations.
HaloITSM has time and again maintained some of the best levels of service quality. The solution ensures that availability is maintained throughout the life cycle of the service. The software is quite intuitive and modern and adds wonders to your service with very little effort.
You can add integrations for your preferred applications such as Azure DevOps, BeyondTrust, Facebook, SCCM, Active Directory, TeamViewer, Microsoft Teams, Office365, and a lot more like these. HaloITSM also provides functionalities for enterprise service management.
Some of HaloITSM’s clients include NHS, The University of Cambridge, Siemens, and Suzuki. You can provide much quicker resolutions using the services of the solution. It has processes that are ITIL aligned, which makes the management of incidents and SLAs easier and much faster.
Some of the unique features of HaloITSM are a DIY knowledge base that consists of extensive keyword indexing, an automated workflow for incident management, and a completely customizable self-service portal with a white label. You can also modify control tools and get access to configuration management or CMDB.
The starting price of HaloITSM is just 29 USD per month per user. You can also avail of a free trial if you would like to test the software first before purchasing it.
Freshservice
Freshservice is a cloud-based platform perfect for customer support and offers its services for clients of all scales. The software has an excellent support service along with a robust ticketing system and an extensive knowledge base. The headquarters of the company lies in San Francisco Bay. It was founded in the year 2010.
You can easily track all client doubts and queries that lead to an enhancement in the productivity of the client. You do not have to do much for maintenance. All your data is secure and fully automated. You do not need to go through a larger learning curve to get the hang of Freshservice.
The incident management software plays an essential role in the analysis and resolution of problems by offering the necessary solutions before these issues become big and adversely impact a company’s productivity and operations.
Freshservice can work on several devices such as Windows, Linux, iPhone, PC, Android, Mac. The deployment type includes Web, Saas, and cloud-based. You can use the free version if your budget is tight. However, the introductory price of the enterprise version is USD 29 and goes up to USD 80.
Some of the features of Freshservice are:
- Includes domain mapping, ticketing, robust automation tools, and priority matrix.
- Is capable of supporting problem, incident, release, and change management.
- Freshservice has its in-house integrated custom mailbox and game mechanics.
- It has the ability to support basic, advanced, enterprise, and asset reporting.
BigPanda
BigPanda stands out among different incident management software since it has an autonomous operations platform that allows you to look out for alerts, topology data, and changes from each tool. The software employs machine learning for the detection of issues and spots the root cause as the issues happen. This is done so that users do not suffer from a lot of outages and can resolve their problems faster.
BigPanda does one thing great in that it organizes all the alerts into one single group from distinct monitoring systems. It also has powerful deduping functionality that efficiently filters out more than one entry from the same incident.
The integrations provided by BigPanda include Amazon CloudTrail, Datadog, AppDynamics, Jenkins, System Center, Pingdom, VMWare, Catchpoint, Dataloop.io, Jira, Zenoss, SolarWinds, Sensu, Splunk, and many more.
Conclusion
The process of incident management has a crucial role to play in a company since it enhances efficiency, diminishes manual labor and cost, leads to increased visibility in operations, and ensures that clients have an enriching experience. All IT firms should have incident management software to handle any unexpected problem or setback.
The software that we discussed above has caught the attention of the market and is the most widely used. You have all the necessary information concerning them and can make a better decision.
If you are struggling a bit with your tasks and can’t decide which one to finish first, you should consider using task management software. For your assistance, we have compiled a list of the best task management software.
