Incident management software can significantly reduce downtime, revenue loss, and security attack caused by major incidents. By integrating automation in each stage of incident response, companies can quickly identify and fix the root cause of IT issues in high-stress situations. This article will explore the top-recommended incident management software for different company sizes.

Companies of all sizes can benefit from incident management

Manual debugging for major incidents is slow and inefficient compared to automation. Even if the automation can only save the incident response team an hour, it is worth it. The estimated revenue loss per hour of downtime is $54,000 for enterprises and $8,220 to $25,620 for small businesses. 

In 2022, almost every business should consider incident management software to avoid revenue loss and potential bankruptcy. As 87% of companies have adopted hybrid cloud storage software, the complexity of IT infrastructure and management has increased significantly with cloud microservices, hybrid architecture, API integrations, and cybersecurity attacks.

Feature selection matters

Realistically, every organization has some level of debugging and incident management automation in place. So, in this case, the company should pick the software that fits the organization’s required feature sets or based on what is missing. If the company has a great IT monitoring software but doesn’t have standardized workflow management, there is more need to focus on the latter than the former. 

In G2 feature questions, we ask the reviewers what they think about each feature for incident management software. Here are the six unique features of incident management software. 

Top three incident management software for enterprise users

PagerDuty, Jira Service Management, and xMatters are all rated above average for their feature set for enterprise users. They are also leaders in the Enterprise Incident Management segment, according to G2’s Grid® Report. 

PagerDuty’s Timely Alerts and Ticket Assignment feature ratings are 9% above average (based on the rating percentage out of 100% for all Enterprise Incident Management products), and Lifecycle Visualization is 7% above average. Xmatters is well rounded as most of its features are rated 5-6% above average. While Jira Service Management’s feature sets are not as highly rated as the former two, it beats both of them in Ticket Accuracy.

Top three incident management software for mid-market users

SolarWinds Service Desk, Jira Service Management, and PagerDuty are all rated above average for their feature set for mid-market users. They are also leaders in the Mid-Market Incident Management segment, according to G2’s Grid® Report. 

Jira Service Management leads in almost all feature ratings by 5-6% above average, only to be surpassed by SolarWinds Service Desk in Ticket Assignment.

Top three incident management software for small business users

Freshstatus, NinjaOne, and PagerDuty are mostly rated above average for their feature set for small business users. They are also leaders in the Small Business Incident Management segment, according to G2’s Grid® Report. 

Freshstatus Lifecycle Visualization is amazingly 10% above average, and its Standardization and Ticket Assignments are 5% above average. PagerDuty leads on Ticket Accuracy by 3% above average. NinjaOne ranks the highest for Constant Monitoring by 4% above average.

Recommendation based on G2 Feature Comparison Report

In terms of feature set comparison for enterprise users, Jira Service Management and Xmatters are recommended. For mid-market users, Jira Service Management is the right choice. Small business users can opt for Freshstatus, NinjaOne, or PagerDuty.

Potential buyers should remember that this is only one part of the consideration. They must also assess other G2 metrics such as ROI, implementation period, Satisfaction rating, and overall scores on the G2 Grid® Report.