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.
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.
AI-powered incident detection and categorization
Smart incident management
Automated workflows and collaboration
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.
BigPanda's AI-driven platform automates incident correlation and prioritization, reducing alert fatigue and accelerating incident response times.
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Freshservice is a user-friendly IT service desk and incident management system designed to streamline IT operations and enhance end-user satisfaction.
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Incident.io is a specialized incident tracking software focused on providing teams powerful collaboration and response tools to handle incidents efficiently.
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Jira has extensive customization options and agile workflows and is ideal for teams adopting agile methodologies in incident resolution.
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Focused on performance monitoring and real-time analytics, New Relic provides deep insights into incidents' root causes, enabling proactive resolution strategies.
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Renowned for its incident response orchestration capabilities, PagerDuty ensures timely alerting, escalations, and seamless coordination among response teams.
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ServiceNow is a leading IT service management platform that offers comprehensive incident management capabilities along with a range of other ITSM functionalities.
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A comprehensive IT service management solution, SolarWinds offers effective incident lifecycle management capabilities.
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Splunk's incident management tool emphasizes collaboration and communication, with additional call scheduling features.
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Zenduty is an AI-driven incident management platform that uses intelligent alerting and automation to reduce alert fatigue and improve response times.
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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.
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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.
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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.
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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.
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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.
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.
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.
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.
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.
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.
When selecting the ideal incident management solution, several key considerations come into play.
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.
Incident management software is a tool used by IT teams to efficiently detect, analyze, and resolve incidents or disruptions in services. They are crucial for maintaining operational continuity, minimizing downtime, and taking a proactive approach to addressing IT issues.
When selecting an incident management tool, consider features such as incident reporting and tracking, immediate alerting capabilities, workflows and automation, integration with existing systems, and robust reporting and analytics functionalities. These features contribute to efficient incident resolution and overall IT service management.
Incident management tools promote collaboration by providing a centralized platform for teams to communicate, share information, and collaborate on incident resolution. Features like incident assignment, status tracking, and communication channels streamline teamwork and ensure a coordinated response to incidents.
Using incident management tools offers several benefits, including enhanced operational efficiency, cost savings through reduced downtime, improved incident response times, better visibility into IT issues and trends, and the ability to implement proactive measures to prevent future incidents.
The 4 R's are Response (acknowledge and assess), Resolution (fix the issue), Recovery (restore service), and Root cause analysis (prevent recurrence).