10 Best Incident Management Software & Tools In 2025

Are you looking for the incident management software to automate the entire lifecycle from detection through resolution and post-mortem?

A good incident management software can help you quickly detect, track, and resolve issues while minimizing downtime, ensuring clear communication, and maintaining compliance through detailed documentation.

In this buyer guide, I’ll cover the 10 best incident management platforms that can help you focus your human effort on decisions, and not coordination.

TL;DR

SmartSuite offers the best incident management software with its no-code automation builder, centralized incident view, and real-time notifications that streamline IT and security incident handling.
GRC-focused tools like ArcherIRM and LogicGate are ideal for managing enterprise risk, compliance violations, and regulatory issues with integrated risk registers and audit-ready reporting.
On the other hand, ITSM platforms like ServiceNow and Jira Service Management can help you minimize downtime, automate triage, and enable post-incident learning for IT outages and service disruptions.

Before we begin, I wanted to go over some of the factors to consider when you’re evaluating incident management solutions:

Factors to consider when you’re evaluating incident management software

The main factors to consider in incident management software include the kind of incidents you’re looking to manage in the first place, workflow automation capabilities, range of integrations, and visibility.

Let’s dive deeper into each one of them: ⬇️

#1: What kind of incidents are you looking to manage?

Decide first what you need the tool to solve:

GRC-focused incident management handles enterprise risk and compliance — think compliance violations, security breaches, safety incidents, data privacy events, and regulatory issues.
ITSM-focused incident management, by contrast, deals with IT outages, service disruptions, application errors and infrastructure failures, where the main purpose is to restore service availability quickly and follow ITIL-style processes.

➡️ Choose ITSM when your top priority is keeping production systems and services running.

➡️ Choose GRC software when you need to manage risk, evidence, and regulatory obligations across the organization.

💡 As a simple rule of thumb: if it’s about keeping IT services running → ITSM; if it’s about managing risk, compliance, and enterprise-wide incidents → GRC.

#2: Workflow automation capabilities

A strong incident platform should automate the entire lifecycle from detection through resolution and post-mortem, so human effort is focused on decisions, not coordination.

Your team should look for:

Flexible escalation policies.
On-call scheduling.
Templated runbooks.
The ability to trigger automated remediation.

➡️ Automation reduces mean time to acknowledge (MTTA) and mean time to resolve (MTTR) by ensuring the right people and playbooks run every time.

#3: Range of integrations and extensibility

The tool must fit your existing tech stack — if it doesn’t integrate with monitoring, logging, CI/CD, ticketing, and chat systems, you’ll spend days building glue.

You should prioritize platforms with rich, well-documented APIs, webhooks, and prebuilt connectors so alerts flow in and actions flow out without manual work.

Extensibility also means you can add custom triggers, plugins, or automation scripts as your environment evolves.

#4: Visibility, collaboration & post-incident learning

Beyond alerting, the incident management software should provide clear, real-time visibility into incident state and make collaboration frictionless, including shared timelines, threaded comments, and in-context logs/metrics.

Look for strong post-incident workflows:

Automated timelines.
Root-cause analysis tools.
Exportable postmortem templates so teams learn from incidents.

Good reporting and dashboards let you measure trends (MTTR, incident frequency) and prove improvements to stakeholders.

What are the best incident management platforms on the market?

The best incident management platforms on the market include SmartSuite with its all-in-one incident management capabilities, intuitive interface and affordable pricing structure, as well as ArcherIRM (GRC) & ServiceNow (ITSM).

Here’s a comprehensive breakdown:

#1: SmartSuite: Best for enterprises looking to launch incident management workflows in days and not months, and handle both IT and security-related incidents.

#2: ArcherIRM (GRC): Best for centralizing enterprise risk, incidents and controls so incident data is directly linked to risks, controls, losses and remediation activities.

#3: LogicGate (GRC): Best for modelling incident workflows, automatically triaging and routing events, and scoring incidents against risk taxonomies.

#4: MetricStream (GRC): Best for capturing reports from multiple channels, enforcing consistent investigation workflows, and tracking closure with full audit trails.

#5: ServiceNow (ITSM): Best for combining omni-channel incident intake, AI triage/AIOps, automated playbooks and advanced escalations.

#6: Jira Service Management (ITSM): Best for organizations looking for built-in post-incident review automation and deep integrations with monitoring/dev tools

#7: Startly (ITSM): Best for SMEs looking to standardize incident, problem and change workflows without heavy overhead.

#8: IBM OpenPages (GRC): Best for tracking operational losses, near misses and incidents while connecting them to risks, controls and remediation plans.

#9: Solarwinds (ITSM): Best for enterprises looking for ITSM incident ticketing, routing, a knowledge base and automations.

#10: SysAid (ITSM): Best for combining ITIL-aligned incident workflows with “agentic” AI that enriches tickets with context data.

#1: SmartSuite

SmartSuite offers the best incident management platform with its flexible solution for handling incidents, both IT and security-related.

With its powerful automation engine, collaborative features, and real-time visibility tools, our platform streamlines incident triage, response, and communication.

SmartSuite provides built-in functionality tailored for incident management, including:

Custom IT Workflows (No Code Needed): IT teams can build workflows for incident handling that match their existing processes with no coding required.
Automated Escalations & SLA Tracking: The platform supports automations to escalate issues automatically, monitor service level agreements (SLAs), and keep stakeholders informed throughout the incident lifecycle.
Centralized Incident View: Teams get a single, unified interface to manage incidents, reducing reliance on multiple disjointed tools.
Real-Time Notifications: Alerts for high-priority incidents are delivered instantly, ensuring quick triage and response.

SmartSuite helps you move faster, manage policies smarter, and adapt easily, without having to sign up for multiple training sessions on how to use the platform.

💡 We have recently partnered with the Cyber Risk Institute to deliver a CRI profile for U.S. Banks' compliance needs.

Let’s go over the capabilities that make SmartSuite the best choice for organizations looking for a comprehensive incident management solution:

Prioritize & Mitigate Incidents

With SmartSuite, you and your team can create a centralized risk register to effectively identify potential risks and handle incidents.

You will be able to properly assess threats and establish risk mitigation strategies inside SmartSuite.

Your team can ensure that the appropriate controls are in place and measure their effectiveness by evaluating risk indicators and displaying results in SmartSuite’s rollup reports and dashboards.

💡 Pro Tip: Teams that use our platform use automation to move tasks through defined workflow stages that comply with their policies and procedures.

We understand how crucial threat management is and the need to respond quickly to incidents.

SmartSuite lets you centralize incident response and threat mitigation by linking incidents to assets and organizational data to offer context during your investigations.

Your compliance team can also set up automation with our no-code automation builder to escalate critical events to make sure that your team is aware of active risks to your organization.

SmartSuite within Security & Incident Ops Ecosystems

SmartSuite also supports more expanded incident response needs, particularly around security operations:

Security Incident Triage: Real-time triage of alerts and incident reports, organized by type or affected asset, with tracking of detailed investigation and mitigation progress.
Threat Intelligence Aggregation: The platform can ingest threat feeds and security event data, coordinating responses via its automation engine.
Dashboards for Risk and Response: Flexible visual reporting lets teams communicate threats and risk posture to executives in real time.

💡 For an organization, these capabilities mean less chaos, faster containment, and better communication across technical and non-technical stakeholders.

SmartSuite essentially acts as the command centre for both the operational firefight and the higher-level risk conversation.

Ready-To-Use Incident Management Template

We have an incident management template to get started right away, instead of building everything from scratch.

There’s a tab for:

All incidents with the response lead, attack category, criticality, date reported, escalation, status, source, and threat actor.

Incident response, with fields for descriptions of each incident, a response checklist, and a due date.

Response procedures, including applicable threat categories, procedure owner, status, and ID.

Corrective actions, including assignees, priority, status, due date, link to incidents, and description.

You can customize our incident management template here.

Alternatively, you can check out and customize our 14 other risk management templates for various use cases, such as contract management, policy management, and incident management.

Pricing

SmartSuite offers a free-forever plan with access to 250+ automation actions, team collaboration, multi-dashboard views, and more.

There are four paid plans with a 14-day free trial (no CC required):

Team: Starts at $12/user per month, including Gantt charts, timeline views, 5000 automation runs, and native time tracking.
Professional: Starts at $30/user per month and adds two-factor authentication, Gmail & Outlook integrations, and unlimited editors.
Enterprise: Starts at $45/user/month and includes access to audit logs, data loss prevention, and 50,000 monthly API calls.
Signature: A custom plan tailored to your needs and team size with no predefined limits.

Pros & Cons

✅ A free-forever plan that includes access to advanced features of the tool for up to 5 solutions.

✅ 15 pre-built GRC templates for various use cases.

✅ Dynamic dashboards and reports that are easy to build and navigate, unlike some alternatives that require you to hire consultants to do it.

✅ All-in-one document and file management.

✅ You’ll be able to automate risk scoring, compliance tracking, audits, and vendor reviews.

✅ A modern solution with an intuitive user interface.

❌ Fewer native integrations when compared to other platforms in this list.

#2: ArcherIRM (GRC)

Best for: Centralizing enterprise risk, incidents and controls so incident data is directly linked to risks, controls, losses and remediation activities.

Similar to: AuditBoard.

Archer centralizes enterprise risk, incidents and controls so incident data is directly linked to risks, controls, losses and remediation activities, giving GRC teams a single source of truth.

Its dashboards and reporting make it easy to measure incident costs, trends and control effectiveness across the organization.

Features

Integrated incident & loss-event tracking with dashboards and root-cause/ remediation assignment for audit-ready reporting.
Risk management across multiple dimensions, including IT, operational, and third-party risk.
A customizable platform that adapts to your internal functions and extended third-party ecosystems.
Consolidate standardized reports, audits, and assessments.