Quick Overview
- 1#1: ServiceNow - Enterprise platform for IT service management with advanced incident tracking, automation, and resolution workflows.
- 2#2: PagerDuty - Real-time incident response platform that manages on-call schedules, escalations, and post-incident analysis.
- 3#3: Jira Service Management - IT service desk tool for tracking, prioritizing, and resolving incidents with seamless integrations.
- 4#4: Zendesk - Customer support platform that excels in ticketing and incident tracking for service teams.
- 5#5: Freshservice - User-friendly IT service management software for streamlined incident logging and resolution.
- 6#6: Opsgenie - Alerting and incident management tool for on-call notifications and team collaboration.
- 7#7: Splunk On-Call - Incident response platform with scheduling, alerting, and analytics for DevOps teams.
- 8#8: xMatters - Communication and automation tool for coordinating incident response across teams.
- 9#9: BigPanda - AI-driven incident intelligence platform that correlates alerts and automates triage.
- 10#10: FireHydrant - Reliability platform for incident management, retrospectives, and runbooks.
Tools were ranked by evaluating key factors: feature depth (automation, scalability, integration), user satisfaction and reliability, intuitive design, and cost-effectiveness, ensuring alignment with modern incident management demands.
Comparison Table
This comparison table explores top incident tracking software, such as ServiceNow, PagerDuty, and Jira Service Management, to guide readers in identifying the right fit. It outlines key features like automation, integration, and user experience, highlighting each tool's strengths and ideal use cases. Readers will discover how to select a solution that streamlines incident resolution and boosts team productivity.
| # | Tool | Category | Overall | Features | Ease of Use | Value |
|---|---|---|---|---|---|---|
| 1 | ServiceNow Enterprise platform for IT service management with advanced incident tracking, automation, and resolution workflows. | enterprise | 9.4/10 | 9.7/10 | 8.1/10 | 8.6/10 |
| 2 | PagerDuty Real-time incident response platform that manages on-call schedules, escalations, and post-incident analysis. | specialized | 9.2/10 | 9.5/10 | 8.4/10 | 8.1/10 |
| 3 | Jira Service Management IT service desk tool for tracking, prioritizing, and resolving incidents with seamless integrations. | enterprise | 8.6/10 | 9.4/10 | 7.7/10 | 8.2/10 |
| 4 | Zendesk Customer support platform that excels in ticketing and incident tracking for service teams. | enterprise | 8.2/10 | 8.7/10 | 7.9/10 | 7.5/10 |
| 5 | Freshservice User-friendly IT service management software for streamlined incident logging and resolution. | enterprise | 8.7/10 | 9.0/10 | 9.2/10 | 8.0/10 |
| 6 | Opsgenie Alerting and incident management tool for on-call notifications and team collaboration. | specialized | 8.7/10 | 9.2/10 | 8.0/10 | 8.3/10 |
| 7 | Splunk On-Call Incident response platform with scheduling, alerting, and analytics for DevOps teams. | specialized | 8.4/10 | 9.1/10 | 7.6/10 | 7.9/10 |
| 8 | xMatters Communication and automation tool for coordinating incident response across teams. | specialized | 8.1/10 | 8.8/10 | 7.6/10 | 7.7/10 |
| 9 | BigPanda AI-driven incident intelligence platform that correlates alerts and automates triage. | specialized | 8.5/10 | 9.2/10 | 7.8/10 | 8.0/10 |
| 10 | FireHydrant Reliability platform for incident management, retrospectives, and runbooks. | specialized | 8.4/10 | 9.2/10 | 7.8/10 | 8.0/10 |
Enterprise platform for IT service management with advanced incident tracking, automation, and resolution workflows.
Real-time incident response platform that manages on-call schedules, escalations, and post-incident analysis.
IT service desk tool for tracking, prioritizing, and resolving incidents with seamless integrations.
Customer support platform that excels in ticketing and incident tracking for service teams.
User-friendly IT service management software for streamlined incident logging and resolution.
Alerting and incident management tool for on-call notifications and team collaboration.
Incident response platform with scheduling, alerting, and analytics for DevOps teams.
Communication and automation tool for coordinating incident response across teams.
AI-driven incident intelligence platform that correlates alerts and automates triage.
Reliability platform for incident management, retrospectives, and runbooks.
ServiceNow
enterpriseEnterprise platform for IT service management with advanced incident tracking, automation, and resolution workflows.
Predictive Intelligence uses machine learning to automatically classify, assign, and suggest resolutions for incidents based on historical data.
ServiceNow is a leading cloud-based IT Service Management (ITSM) platform renowned for its robust incident tracking capabilities within the broader ITSM suite. It enables IT teams to capture, categorize, prioritize, and resolve incidents through automated workflows, SLA management, and AI-driven insights. The platform integrates seamlessly with enterprise tools, offering real-time collaboration, reporting, and predictive analytics to minimize downtime and improve service delivery.
Pros
- Advanced automation and AI (e.g., Predictive Intelligence) for faster incident prioritization and resolution
- Comprehensive CMDB integration for contextual impact analysis during incidents
- Scalable for enterprises with extensive integrations and customizable workflows
Cons
- Steep learning curve requires significant training and expertise
- High implementation and licensing costs make it unsuitable for small teams
- Overly complex for basic incident tracking needs without full ITSM adoption
Best For
Large enterprises with complex IT environments needing an integrated ITSM platform for high-volume incident management.
Pricing
Custom enterprise subscription pricing; ITSM Professional starts around $100-$150/user/month, with additional modules and implementation fees scaling into tens of thousands annually.
PagerDuty
specializedReal-time incident response platform that manages on-call schedules, escalations, and post-incident analysis.
Event Intelligence with AIOps-driven correlation, grouping, and deduplication to reduce alert fatigue
PagerDuty is a robust incident management platform designed for real-time detection, alerting, and response to IT incidents across DevOps, SRE, and ITOps teams. It excels in orchestrating on-call schedules, automating escalations, and integrating with over 700 monitoring and collaboration tools to streamline incident workflows. The software provides detailed incident timelines, analytics, and post-mortem capabilities to facilitate learning and continuous improvement in incident handling.
Pros
- Extensive integrations with monitoring tools for seamless alerting
- Advanced AIOps for event intelligence and noise reduction
- Comprehensive analytics and reporting for incident retrospectives
Cons
- Pricing can be expensive for small teams or startups
- Steep learning curve for complex configurations
- Limited built-in ticketing for long-term issue tracking
Best For
Mid-to-large enterprises with 24/7 operations requiring reliable on-call management and rapid incident response.
Pricing
Free plan available; Professional starts at $25/user/month (billed annually), Business at $41/user/month, Enterprise custom pricing.
Jira Service Management
enterpriseIT service desk tool for tracking, prioritizing, and resolving incidents with seamless integrations.
Integrated Opsgenie-powered incident command with timeline views and on-call scheduling for rapid response coordination
Jira Service Management is a robust IT service management platform from Atlassian, specializing in incident tracking by enabling teams to create, assign, prioritize, and resolve incidents through customizable workflows. It integrates alerting from Opsgenie, provides real-time collaboration in virtual war rooms, and offers timeline views for post-incident analysis to prevent recurrence. With built-in SLAs, reporting dashboards, and asset management, it supports end-to-end incident lifecycle management for IT and DevOps teams.
Pros
- Highly customizable workflows and automation rules for tailored incident processes
- Deep integrations with monitoring tools, Jira Software, and Opsgenie for proactive alerting
- Comprehensive reporting, SLAs, and post-incident review capabilities
Cons
- Steep learning curve due to extensive configuration options
- Pricing scales quickly for larger teams
- Interface can feel overwhelming and cluttered for new users
Best For
Mid-to-large enterprises with complex IT operations needing scalable incident tracking integrated with development and service desks.
Pricing
Free for up to 3 agents; Standard at $22.05/agent/month (annual), Premium at $44.05/agent/month, Enterprise custom.
Zendesk
enterpriseCustomer support platform that excels in ticketing and incident tracking for service teams.
Omnichannel ticketing that unifies incidents from email, chat, phone, and social into a single workspace
Zendesk is a comprehensive customer service platform that provides robust ticketing capabilities, making it effective for tracking and managing customer-reported incidents across multiple channels like email, chat, and social media. It includes automation rules, SLAs, and reporting tools to streamline incident resolution and team collaboration. While versatile for support teams, it is less specialized for pure IT operations incidents compared to dedicated tools.
Pros
- Powerful automation and workflow rules for efficient incident routing
- Extensive integrations with tools like Slack and Jira
- Strong SLA management and customizable reporting dashboards
Cons
- Pricing scales quickly with agents and advanced features
- Interface can feel complex for beginners or small teams
- Not optimized for on-call scheduling or real-time alerting in IT ops scenarios
Best For
Customer support teams handling high-volume, multi-channel incident tickets from end-users.
Pricing
Starts at $55/agent/month for Suite Team (billed annually), up to $115/agent/month for Enterprise, with custom pricing available.
Freshservice
enterpriseUser-friendly IT service management software for streamlined incident logging and resolution.
Collision Detection, which intelligently identifies and merges potential duplicate incidents to avoid redundancy.
Freshservice is a cloud-based IT service management (ITSM) platform that provides robust incident tracking capabilities, allowing teams to log, prioritize, assign, and resolve incidents efficiently through a centralized ticketing system. It features automation rules, SLA management, real-time collaboration, and integrations with monitoring tools to streamline workflows and reduce resolution times. The platform also offers analytics and reporting to identify trends and improve incident handling processes.
Pros
- Intuitive interface with drag-and-drop workflows
- Powerful automation and AI-driven incident routing
- Strong SLA management and collision detection to prevent duplicates
Cons
- Advanced features and customizations require higher-tier plans
- Reporting capabilities can feel limited without add-ons
- Pricing scales quickly with more agents and modules
Best For
Mid-sized IT teams needing an user-friendly ITSM platform with comprehensive incident tracking and automation.
Pricing
Starts at $19/agent/month (Sprout plan); scales to $109/agent/month (Forest Enterprise) with annual billing; free trial available.
Opsgenie
specializedAlerting and incident management tool for on-call notifications and team collaboration.
Advanced escalation chains with dynamic policies that automatically notify the right responders based on alert context and schedules
Opsgenie is a robust incident management platform designed to streamline on-call scheduling, alert routing, and incident response for DevOps and IT teams. It integrates deeply with monitoring tools like Datadog, New Relic, and Prometheus to aggregate alerts, reduce noise, and automate escalations. The tool also facilitates collaboration through stakeholder notifications, runbooks, and post-incident reviews to enhance team efficiency and MTTR.
Pros
- Extensive integrations with over 200 tools for seamless alert ingestion
- Sophisticated on-call rotations and escalation policies to minimize response times
- Noise reduction and heartbeat monitoring to prevent alert fatigue
Cons
- Steeper learning curve for configuring advanced workflows
- Pricing scales quickly for larger teams beyond the free tier
- Heavy reliance on Atlassian ecosystem for full potential post-acquisition
Best For
Mid-to-large engineering teams in dynamic environments requiring reliable on-call management and multi-tool integrations.
Pricing
Free plan for up to 5 users; paid plans start at $20/user/month (Standard) and $40/user/month (Enterprise), billed annually.
Splunk On-Call
specializedIncident response platform with scheduling, alerting, and analytics for DevOps teams.
AI-powered noise reduction that dynamically filters alerts based on historical patterns and team context
Splunk On-Call is an incident management platform that automates on-call scheduling, alerting, and response workflows to help teams detect, triage, and resolve incidents efficiently. It provides real-time collaboration tools, incident timelines, and integrations with monitoring systems like Splunk Observability for seamless escalation and post-incident analysis. Designed for modern DevOps and SRE teams, it reduces mean time to resolution (MTTR) through mobile notifications, runbooks, and AI-powered noise suppression.
Pros
- Deep integrations with Splunk and 200+ tools for unified observability
- Advanced on-call scheduling with escalations and overrides
- Real-time incident timelines and mobile app for rapid collaboration
Cons
- Steep learning curve for complex configurations
- Higher pricing limits accessibility for small teams
- Reporting and analytics less flexible than dedicated ITSM tools
Best For
Mid-to-large enterprises with Splunk ecosystems needing robust on-call incident response and alerting.
Pricing
Starts at $15/user/month for Pro plan (billed annually), with Enterprise custom pricing for advanced features.
xMatters
specializedCommunication and automation tool for coordinating incident response across teams.
Visual Workflow Designer for building custom, no-code incident response automations and runbooks
xMatters is a robust incident management platform designed for automating notifications, on-call scheduling, and response workflows during critical incidents. It integrates seamlessly with monitoring tools like Splunk, New Relic, and ITSM systems such as ServiceNow to detect issues and alert the right teams via SMS, voice, email, and mobile apps. The tool excels in escalation policies and runbook automation, helping IT, DevOps, and security teams resolve incidents faster while providing audit trails for compliance.
Pros
- Extensive integrations with 100+ tools for monitoring and ITSM
- Advanced on-call scheduling and intelligent escalations
- Reliable multi-channel notifications with high delivery rates
Cons
- Steep learning curve for complex workflow setup
- Enterprise pricing lacks transparency and can be costly for SMBs
- UI feels dated compared to newer competitors
Best For
Mid-to-large enterprises with complex, high-volume incident response needs requiring deep integrations and automation.
Pricing
Custom quote-based pricing; typically starts at $5,000+/month for enterprise plans based on users, incidents, and features—no public tiers.
BigPanda
specializedAI-driven incident intelligence platform that correlates alerts and automates triage.
AI-driven auto-correlation engine that dynamically groups alerts by topology, patterns, and ML models
BigPanda is an AIOps platform designed for IT operations that aggregates and correlates alerts from hundreds of monitoring tools into intelligent incidents. It uses machine learning and topology awareness to group related alerts, suppress noise, and provide root cause insights, enabling faster incident resolution. The solution integrates deeply with ITSM platforms like ServiceNow and PagerDuty, offering a unified dashboard for incident tracking and management.
Pros
- AI-powered alert correlation and deduplication drastically reduces noise
- Extensive integrations with 200+ monitoring and ITSM tools
- Topology-aware incident grouping accelerates MTTR
Cons
- Complex initial setup and configuration
- Enterprise pricing may be prohibitive for SMBs
- Steep learning curve for non-expert users
Best For
Large enterprises with hybrid/multi-cloud environments and high alert volumes needing advanced AIOps for incident intelligence.
Pricing
Custom enterprise pricing, typically starting at $50,000+ annually based on data volume and users.
FireHydrant
specializedReliability platform for incident management, retrospectives, and runbooks.
Automated incident enrichment and runbook execution directly from alerts
FireHydrant is a comprehensive incident management platform tailored for engineering and SRE teams, automating the detection, response, and analysis of production incidents. It integrates deeply with monitoring tools like Datadog and PagerDuty to auto-create incidents, notify on-call engineers via Slack or Microsoft Teams, and provide collaborative timelines for resolution. Post-incident, it generates actionable postmortems with root cause analysis and preventive recommendations to reduce future toil.
Pros
- Extensive integrations with 100+ monitoring and alerting tools for seamless incident auto-detection
- AI-powered postmortem generation that saves hours on documentation
- Advanced metrics like Demand and MTTR tracking to measure and improve reliability practices
Cons
- Initial setup requires significant configuration and SRE expertise
- Pricing is opaque and scales expensively for smaller teams
- UI can feel overwhelming for non-technical incident responders
Best For
Mid-to-large engineering organizations with mature DevOps/SRE practices aiming to professionalize incident workflows.
Pricing
Quote-based enterprise pricing; starts at approximately $25 per engineer/month for Growth plan, scaling up for advanced features.
Conclusion
The reviewed incident tracking software offers robust solutions tailored to diverse needs, with ServiceNow leading as the top choice, thanks to its comprehensive enterprise features and seamless workflow automation. PagerDuty excels in real-time response and team coordination, while Jira Service Management stands out for its strong integration capabilities and user-friendly IT service desk management. Together, they set the standard for effective incident resolution.
Explore ServiceNow to leverage its advanced tools and take your incident management to the next level, or consider PagerDuty and Jira Service Management based on your specific team requirements.
Tools Reviewed
All tools were independently evaluated for this comparison