10 Best AI Incident Management Tools for 2024

Given the number of incidents that modern enterprise IT teams face on a daily basis, a robust, AI-driven incident management tool helps centralize and manage incidents promptly.

By providing a unified platform for incident reporting, tracking, and resolution, these tools enhance collaboration, improve response times, and promote transparency within IT teams.

With the advent of AI, incident management software have become more adept in  logging, prioritizing and automating incident workflows.

The market currently offers a mix of tools that companies have either added AI to their existing offerings or built with AI from the ground up—like Atomicwork.

To make it easier for you to pick the right tool, here’s our round up of the best incident management tools that have AI incorporated in them.

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.

Key incident management features:

• Identify and cluster incidents intelligently
• Categorize and prioritize incidents with AI workflows
• Automatically notify respective stakeholders
• Link and manage related incidents from one view
• Identify incident trends and understand incident severity

Atomicwork also offers other ITSM capabilites like asset or change management, making it one comprehensive service management software for your enterprise.

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

Common features to look for in an incident management tool

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.

1. Scalability: Ensure the chosen solution can scale with your organization's growth, accommodating increased incidents and user requirements without compromising performance.
2. 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.
3. 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.
4. Ease of Use: Opt for a solution that is user-friendly and intuitive, empowering teams to navigate the platform effortlessly and maximize productivity without extensive training requirements.
5. Total Cost of Ownership (TCO): Assess the overall cost implications, including licensing fees, maintenance, support, and any hidden costs. A transparent TCO analysis ensures alignment with budgetary constraints and long-term sustainability.
6. 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.