In This Guide:
15 Best incident management tools for modern IT teams in 2025
It's Monday morning, and Michael, an IT support admin, is already overwhelmed. His dashboard shows 5 critical incidents: the HR team can't access their onboarding platform, finance is locked out of their expense management system, and dozens of employees report VPN connectivity issues. Each passing minute of these outages means hundreds of employees can't do their jobs effectively.
For enterprise IT teams like Michael's, managing a flood of internal incidents efficiently is a constant challenge. While incident management tools promise to help streamline this chaos, choosing the right one isn't straightforward. The market currently offers a mix of tools, from recently added AI capabilities to modern platforms like Atomicwork, which are built with AI from the ground up.
Before discussing the incident management tools in detail, here is a comparison table that you can refer to at a glance:
In this guide, we go into the key features of these top AI-powered incident management tools for 2025, helping IT teams find the right solution to detect, prioritize, and resolve employee support incidents more effectively.
1. Atomicwork
Atomicwork is a modern AI ITSM solution that makes it easy for your enterprise IT team to identify, act on and resolve incidents. Atomicwork streamlines internal IT support by combining AI-driven incident detection, automated workflow management, and comprehensive incident lifecycle handling in one unified platform. The solution uses AI to automatically identify and categorize incidents from employee communications through Slack, Teams, or email.
Key incident management features:
AI-powered incident detection and categorization
- Automatically identifies incident severity from employee messages
- Intelligently clusters related incidents to prevent duplicate work
- Serves contextual incident forms based on issue type
Smart incident management
- Links and manages related incidents from a centralized view
- Sets up customizable SLAs for different incident types
- Creates automatic escalation paths for critical issues
- Enables bulk updates for related incidents
Automated workflows and collaboration
- Configures custom incident attributes and categories
- Automates stakeholder notifications based on incident type
- Creates dedicated communication channels for major incidents
- Broadcasts updates to all affected users simultaneously
Atomicwork also offers other ITSM capabilities, such as asset or change management, making it comprehensive service management software for your enterprise.
Unlike traditional tools with retrofitted AI capabilities, Atomicwork is built with AI at its core. This native AI integration means your IT team spends less time on manual incident classification and more time on actual resolution. The platform's ability to automatically detect major incidents and link-related issues helps prevent alert fatigue and enables faster response times. For enterprise IT teams managing employee support, this reduces mean time to resolution (MTTR) and improves employee satisfaction scores.
2. BigPanda
BigPanda's AI-driven platform automates incident correlation and prioritization, reducing alert fatigue and accelerating incident response times.
Key features:
- AI-driven incident correlation
- Automated incident prioritization
- Alert reduction and noise filtering
Suitable for:
- Large enterprises with complex IT environments
- Teams dealing with high volumes of alerts and incidents
3. Freshservice
Freshservice is a user-friendly IT service desk and incident management system designed to streamline IT operations and enhance end-user satisfaction.
Key features:
- Incident ticketing system with customizable workflows
- Multi-channel support to raise incidents
- SLA Management
Suitable for:
- Small to medium-sized businesses
- IT teams seeking an affordable incident management solution
4. Incident.io
Incident.io is a specialized incident tracking software focused on providing teams powerful collaboration and response tools to handle incidents efficiently.
Key features:
- Real-time incident management and communication
- Automated workflows for incident response
- Detailed incident timelines and analytics
Suitable for:
- Incident.io is suitable for medium to large-sized businesses.
- Teams that require robust incident response capabilities with real-time collaboration tools.
5. Jira Service Management
Jira has extensive customization options and agile workflows and is ideal for teams adopting agile methodologies in incident resolution.
Key features:
- Agile incident resolution workflows
- Customizable dashboards and reports
- Integration with development and IT operations tools
Suitable for:
- Agile development teams
- Organizations needing flexible incident management processes
6. New Relic
Focused on performance monitoring and real-time analytics, New Relic provides deep insights into incidents' root causes, enabling proactive resolution strategies.
Key features:
- Real-time incident monitoring
- Root cause analysis and insights
- Performance analytics for incident prevention
Suitable for:
- DevOps teams
- Organizations prioritizing performance monitoring in incident management
7. PagerDuty
Renowned for its incident response orchestration capabilities, PagerDuty ensures timely alerting, escalations, and seamless coordination among response teams.
Key features:
- Incident response orchestration
- Alerting and escalations
- Integration with monitoring and collaboration tools
Suitable for:
- DevOps and IT teams
- Organizations needing robust incident response orchestration and coordination
8. ServiceNow
ServiceNow is a leading IT service management platform that offers comprehensive incident management capabilities along with a range of other ITSM functionalities.
Key features:
- Incident tracking and resolution workflows
- Automation of routine tasks and notifications
- Extensive integration
Suitable for:
- Large enterprises with complex IT infrastructure
- Organizations requiring a scalable ITSM solution with incident management at its core
9. SolarWinds Service Desk
A comprehensive IT service management solution, SolarWinds offers effective incident lifecycle management capabilities.
Key features:
- Incident lifecycle management
- AI-based incident resolution
- Reporting and analytics for incident trends
Suitable for:
- IT service desks
- Organizations needing integrated incident and asset management solutions
10. Splunk On-Call
Splunk's incident management tool emphasizes collaboration and communication, with additional call scheduling features.
Key features:
- On-call scheduling and rotations
- Alerting and notifications
- Incident response workflows
Suitable for:
- Teams requiring effective on-call incident management
- Organizations with distributed teams and complex incident response needs, especially for cybersecurity incidents
11. Zenduty
Zenduty is an AI-driven incident management platform that uses intelligent alerting and automation to reduce alert fatigue and improve response times.
Key features:
- ZenAI-powered incident analysis and routing
- Customizable alert rules and notification system
- Interactive playbooks for incident resolution
- Real-time incident tracking and management
- Mobile apps for on-the-go incident response
Suitable for:
- Growing enterprises looking for a cost-effective solution
- Teams need to reduce alert fatigue and MTTR
- Organizations requiring flexible incident response workflows
12. Opsgenie
Opsgenie offers comprehensive incident management and response capabilities with a focus on team-based service management and stakeholder communication.The platform excels at mapping alerts to business services, ensuring the right teams are notified and equipped with the necessary context for swift resolution.
Key features:
- Alert clustering and intelligent grouping
- Customizable incident response templates
- Advanced stakeholder communication tools
- Integrated post-incident analysis
- Jira Software and JSM integration
Suitable for:
- Organizations requiring sophisticated on-call management
- Teams needing robust incident response planning
- Enterprises focusing on service-aware incident management
13. Xmatters
Xmatters specializes in workflow automation and adaptive incident management for DevOps and SRE teams. Its enterprise-grade cloud architecture supports teams of any size while maintaining high security standards.
Key features:
- Code-free workflow builder
- Signal intelligence and alert correlation
- Collaborative response tooling
- Automated resolution workflows
- Actionable analytics and reporting
Suitable for:
- DevOps and SRE teams
- Organizations needing advanced workflow automation
- Enterprise teams requiring scalable incident management
14. NinjaOne
NinjaOne combines ITSM and unified endpoint management in a single platform for streamlined IT operations. The solution's quick deployment and low total cost of ownership make it particularly attractive for teams looking to reduce complexity in their IT operations.
Key features:
- Integrated ticketing and endpoint management
- Built-in remote support capabilities
- Automated workflow management
- Real-time endpoint monitoring
- Comprehensive IT documentation
Suitable for:
- IT teams managing hybrid workforces
- Organizations needing unified endpoint and incident management
- Teams seeking efficiency through automation
15. Spiceworks
Spiceworks provides a community-driven, free help desk solution focusing on basic incident management needs.Its active user community offers valuable support resources and knowledge sharing, making it an excellent starting point for growing IT teams.
Key features:
- Cloud-based ticketing system
- Basic incident tracking
- User portal for ticket submission
- Email integration
- Simple reporting capabilities
Suitable for:
- Small to medium-sized IT teams
- Organizations with basic help desk needs
- Teams looking for a cost-effective solution
Common features to look for in incident management tools
When your IT team evaluates incident management tools, it's crucial to look beyond the AI capabilities and marketing promises. Many tools offer similar basic functionalities, but their implementation and effectiveness vary significantly. A tool that works perfectly for a small startup might struggle to handle enterprise-scale IT support needs. Here are the essential features your incident management solution should offer to effectively support your enterprise IT operations.
1. Incident reporting and tracking
An incident management tool should be able to excel in capturing and tracking incidents seamlessly, ensuring that every detail is logged and accessible for analysis and resolution. By actively tracking incidents, teams can swiftly address issues and maintain operational continuity.
2. Immediate alerting capabilities
With robust alerting mechanisms, these tools should be able to notify relevant teams or individuals promptly when incidents occur, minimizing response time and impact. Quick alerts enable proactive responses, preventing potential disruptions.
3. Incident assignment and management
From assigning incidents to the right teams or individuals to managing their lifecycle from detection to resolution, these tools ensure efficient incident handling and accountability. Clear assignment and management processes ensure incidents are addressed promptly and effectively, minimizing impact on operations.
4. AI-powered automation and workflows
Streamlining incident resolution, these tools offer customizable workflows and automation capabilities, reducing manual effort and accelerating response times. AI-powered automation streamlines workflows, improving efficiency and freeing up time for strategic tasks.
5. Reporting and analytics
Leveraging powerful reporting and analytics features, these tools provide insights into incident trends, root causes, and performance metrics, enabling proactive decision-making and continuous improvement. Analyzing data helps teams identify patterns and optimize incident management processes.
How to choose the right incident management solution
When selecting the ideal incident management solution, several key considerations come into play.
- Scalability: Ensure the chosen solution can scale with your organization's growth, accommodating increased incidents and user requirements without compromising performance.
- Integration with existing tech stack: Evaluate how seamlessly the solution integrates with your current IT infrastructure and other essential tools, minimizing disruptions and enhancing overall workflow efficiency.
- Time to value: Consider the implementation timeline and how quickly the solution can deliver tangible benefits. A shorter time to value ensures rapid adoption and immediate impact on incident management processes.
- Ease of use: Opt for a solution that is user-friendly and intuitive. This will empower teams to navigate the platform effortlessly and maximize productivity without extensive training requirements.
- Total Cost of Ownership (TCO): Assess the overall cost implications, including licensing fees, maintenance, support, and hidden costs. A transparent TCO analysis ensures alignment with budgetary constraints and long-term sustainability.
- Product innovation: Look for solutions that demonstrate continuous improvement and innovation, ensuring that the platform evolves with industry trends and technological advancements like generative AI to meet your organization's future needs.
We hope that the feature and criteria guidance along with the comprehensive list of AI incident management tools will help you choose the right software to swiftly handle incidents. If you need more hands-on guidance in evaluating a tool, feel free to connect with our team of experts.
