Top Tools for Managing the Incident Management Process in 2025

Introduction

In present time’s fast moving world businesses have to be ready for any unexpected incidents which may occur. With the growth in complexity of IT systems, networks and applications incident management has become a key element of any organization’s IT strategy. As we move into 2025 the need for good incident management tools will only grow. In this article we will look at the best tools for incident management in 2025.

 

1.ServiceNow

ServiceNow is a primary player in cloud based IT management for enterprises. We see in ServiceNow’s incident management which they have put in place to get companies to remediate issues fast. Also with ServiceNow users are able to track incidents which they in turn assign to the right team players and which may require elevation of the issue. Also ServiceNow gives out real time info which teams may use to work better as a group and to make decisions based on data.

Key Features: Main Features:.

• Incident categorization and prioritization
• Automated workflows and notifications
•  Integration with other IT service support tools.
• Advanced analytics and reporting

2.Atlassian Jira Service Management

Atlassian Jira Service Management which is a very powerful incident management tool for organizations which are looking to improve their IT service management processes. Jira Service Management which teams use to create, manage, and resolve incidents fast also has features which enable them to work with other teams and stakeholders. Also it has a very intuitive interface and custom workflow options which makes it a great choice for any organization’s incident management needs.

Key Features: 

• Incident categorization and prioritization
• Automated workflows and notifications
• Integration of our solutions with other Atlassian products like Confluence and Bitbucket.
• Advanced analytics and reporting

3.Freshservice

Freshservice is a cloud based IT service management platform which has very good incident management features. In Freshservice users are able to track and report incidents, get them assigned to the right team members, and work with other teams. Also they have a self service portal which is for end users to report issues and track the progress.

Key Features: 

•  Incident categorization and prioritization
• Automated workflows and notifications
•  Integration with Freshworks’ suite which includes Freshdesk and Freshsales.
• Advanced analytics and reporting

4.ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus is a full featured IT service management platform which includes in depth incident management tools. In ServiceDesk Plus users are able to log into their accounts to see and manage incidents, assign them out to the right team members, and work with other teams. Also included is a self service portal for end users to report issues and track the progress of their incidents.

Key Features: 

•  Incident categorization and prioritization
• Automated workflows and notifications
•  Integration of our solutions with other ManageEngine products like OpManager and Applications Manager.
• Advanced analytics and reporting

5.Zendesk Support Suite

Zendesk Support Platform we have which is an in depth customer care system that includes extensive incident management tools. With Zendesk Support Platform what you will see is we’ve developed a simple interface for our users which which enables them to track down issues and also pass them off to the right team members and also get other teams involved in that. Also included in the platform is a self help section, which we give to the end users so they are able to report issues and watch as their issues play out.

Key Features: 

• Incident categorization and prioritization
• Automated workflows and notifications
• Integration of our solutions with other Zendesk products like Guide and Chat.
• Advanced analytics and reporting

Top Tools for Mastering the Incident Management Process in 2025

In present climate of rapid business change a single IT issue can cost companies as much as $300,000 an hour. This is not just a good idea but a must for any business which strong incident management. We see teams struggle with slow response, poor communication and uncertainty which in turn cause small issues to become big. These issues we see play out every day. What we have are special tools for incident management which are the solution. They help you weather the storm in 2025.

The Evolving Landscape of Incident Management

Understanding the Core Incident Management Lifecycle

Incident Detection & Logging Incident and log reports which are automated are what we have. They identify out of the ordinary things and connect the dots between events. Which in turn means less manual work and faster resolution to issues.

Incident Classification & Prioritization Issue and Priority Determination We have tools which we use to sort issues by size and urgency. SLAs play a role in what we address first. What is most important helps teams to use their time well.

Incident Investigation & Diagnosis  Incident Investigation and Diagnosis Tools we use to determine what went wrong. We have dashboards for which to check issues and built in help guides. This which in turn speeds up identification of the root cause of any problem.

Incident Resolution & Recovery Incident Response and Recovery we see that the issue of problems is addressed more quickly. Also some tools are able to even out what was changed or fix it all out. This which in turn gets systems back online fast, which in turn reduces in loss of time.

Incident Closure & Post-Incident Review  During the course of an incident and after resolution we have tools which document what was done to fix the issues. Also in this stage teams reflect on what transpired which in turn improves what we do. This is a cycle of review which in the long run makes our processes stronger.

Key Trends Shaping Incident Management Tools in 2025

AI and Machine Learning Integration AI and machines learning from each other in the tech world we see that which is smart tech is used to predict issues before they even arise. It also is able to identify the root cause of the issue almost immediately and get it to the right person for repair. Think of a large online retail site which uses AI to identify a small network issue which is only just beginning  they fix it before the customer even is aware of it which in turn keeps the sales going.

Enhanced Collaboration & Communication Enhanced Co-creation and real time reports we are seeing more of. No matter what role you play in the organization we are working as a team. This which reduces confusion and increases our response to critical issues. Open lines of communication are the back bone of what we do.

Automation and Orchestration  Automation is taking over the routine and in depth processes. They are also able to reduce large numbers of alerts or pass tickets to the correct teams without human intervention. Thus which in turn allows your skilled staff to focus on more difficult issues.

Observability and AIOps Observability and AIOps that which your system’s health is made available in great detail. This in turn helps identify issues at the first sign of a problem, often before they develop into large scale outages. They provide the in depth information required to react early before what was once a small issue grows into a large scale issue.

Top Incident Management Tools for 2025

Platform 1: PagerDuty

Overview & Key Features Overview and we see that PagerDuty is the go to tool for incident and on call management. It integrates with many systems which it then routes to the right teams fast. Also it features smart alerting, on call rotation management and easy hand off between teams.

Strengths & Use Cases  Strengths and we see that it excels in alert routing which is very quick and in on-call management which is very clear. We have tech companies, SaaS providers as well as any team which requires 24/7 uptime reporting to it. It works well with large and small teams. What it does best is getting the right person to the right problem as fast as possible.

Potential Drawbacks & Considerations PagerDuty has a reputation of being a complex tool at times, which may continue through to the setup of in depth rules. Also, it’s quite expensive for very small teams. What it lacks in terms of ease of use it makes up in feature set once you get over the hump.

Platform 2: Atlassian Opsgenie

Overview & Key Features Opsgenie as part of Atlassian which teams use to plan for, act on, and learn from incidents. We also see it bring in alerts from monitoring tools and send out to the right people on call. Also they have features for which we run quick fixes and do in depth post incident reports.

Strengths & Use Cases Opsgenie excels at on call scheduling and also has great integration with other Atlassian tools like Jira and Confluence. We see it as a great fit for teams that are in the Atlassian ecosystem. Also it does a great job at alert management and clarifying team roles.

Potential Drawbacks & Considerations Potential Issues and Notes While we have found Opsgenie to be a strong solution it may feel limited for very complex large scale event correlation which is best handled by a suite of tools. Also look at what you currently use before making the switch.

Platform 3: Jira Service Management

Overview & Key Features Overview and Key Features Atlassian’s Jira Service Management is a complete IT service desk and incident tool. We use it for ticket and incident management and service request issues. Also we use it to tie in problems with solutions and for team communication. It has features for external team communication, service level tracking, and a knowledge base.

Strengths & Use Cases Strengths and also Use Cases What it does best is integrate with other Jira products. It does an excellent job of keeping all service issues in one place. For IT support teams and companies what it brings to the table is a combined service desk and incident system. For a team which is looking for a full service desk solution this is a very strong option.

Potential Drawbacks & Considerations For which only incident response is required Jira Service Management may be too large of a solution. Setup time is high and the feature set may be more than what very small operations teams need. What is great for some is also what can complicate things for others.

Evaluating and Selecting the Right Incident Management Tool

Defining Your Organization's Specific Needs

Assessing Current Pain Points Identify what’s breaking the flow At each step of the process ask your team what is going wrong the most. This will help you to pin point the issues. Also try out a quick survey which may bring to light issues you didn’t know existed.

Identifying Required Features  Identify Required Features create a list of what the tool is a must have and what is nice to have. Base this on how your team presently handles issues. This list guides your search.

Budgetary Constraints and Scalability Budget Issues and Scale out What can you afford? Also choose a tool that will grow with your business. You want a solution that works for you today and scales with your plans for the future.

Key Evaluation Criteria for Tools

Integration Capabilities  Integration is a key feature of the new tool which must tie in easily with what you have in place and which also play in the same ecosystem as your existing apps. We look at ITSM platforms, monitoring tools and team chat applications. A tool which is a great team player will only improve the health of your total system.

User Experience and Ease of Use User Experience and Ease of Use I see value in tools that are easy to use which in turn gets more people to use them out. This improves overall performance. We recommend you to request free trials and watch demos of the tools which you like. Intuitive layout which in turn speeds up adoption and daily tasks.

Reporting and Analytics  Reporting and Analysis We see what is working and what is not. We look at things like speed of issue resolution, frequency of issues and time they present. Data based decisions bring about real results.

Vendor Support and Community Vendor Support and Community Great support from the company which makes the tool is very important, a very valuable thing. Also we see a large value in an active user group. As it goes out of the experts in the field that “you choose a tool but also you choose a partner” .

Best Practices for Implementing and Optimizing Incident Management Tools

Establishing Clear Incident Management Policies and Procedures

Incident Response Playbooks we create step by step guides for common issues. This is to have all teams on the same page. Which in turn removes the guess work during high stress incident response situations.

Roles and ResponsibilitiesRoles and in each stage of a problem which team member is responsible is defined. We do not want anyone to guess. This also makes sure that each task has a person assigned to it and we do not have gaps in our work.

Communication Protocols Communication Strategies we put in place for which teams to follow when an issue arises. Also good communication keeps us informed and at peace.

Training and Adoption Strategies

Comprehensive Onboarding All of our training is for the full onboarding of new users. We tailor the training to what each role does. By tailoring to what they do we get each group up to speed fast.

Continuous Learning and Skill Development Continuous Improvement and Growth We are always adding to what we know of the latest tool features and better methods out there. The tech field is very dynamic. By staying aware you get the most out of your investment.

Feedback Mechanisms for Improvement  Feedback Systems that Improve constantly ask the users for their input which in turn helps us improve the tool for them. We see regular feedback loops as a way to fine tune the system to your team’s needs.

Leveraging Data for Continuous Improvement

Regular Performance Reviews   Regularly in the performance reviews which is a look at your incident data we see how well the tool is doing. This also helps to identify trends and areas which require more attention.

Root Cause Analysis Reinforcement  Root Cause Analysis is about using incident data to determine what went wrong. We do this to prevent the same issues from reoccurring. We learn from past incidents which in turn prevents them in the future.

SLA Compliance Monitoring SLA Compliance for all of your service agreements we are watching which ones you are living up to. We will also note where we can do better. Ongoing tracking is the key to fulfilling your promises.

Conclusion

Getting to know what incidents are happening is key for any business. We have that which modern tools are not only helpful but which also has become a requirement for staying relevant online and in the eyes of the customer. These platforms bring structure to disorder. They enable teams to move fast and out of every issue we grow.

Look at what your team is doing in terms of issue resolution at present. We also have some tools we discussed. They will take your company to the next level. What we put forth are smart tools which will have your business running like a well oiled machine. Also it will see to it that all that depends on you are made happy, present and in the future.

Conclusion

As we see the incident management process becoming more complex, organizations have to put in place robust tools to better handle and resolve incidents. In 2025 we discuss the use of tools like ServiceNow, Atlassian Jira Service Management, Freshservice, ManageEngine ServiceDesk Plus, and Zendesk Support Suite which are great options for companies looking to improve their incident management. By use of these tools organizations will be better prepared to deal with whatever unexpected issues may present themselves.