Incident Management

The following vendors have been reviewed by our sister site The ITSM Review for their Incident Management capabilities. Read the full report: The ITSM Review Incident Management Group Test 2016

Top rated

Nexthink

Nexthink

Unrivaled insight into the end-user experience, see what they are experiencing first-hand

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Customer service Value for money Customer support Overall satisfaction Customer loyalty Weighted score
9.7 9.3 9.7 9.7 10.0 85
Matrix42

Matrix42

Arguably the first vendor to offer comprehensive Enterprise grade SAM within a full ITSM suite.

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Customer service Value for money Customer support Overall satisfaction Customer loyalty Weighted score
7.3 8.0 7.5 7.5 7.5 75
InvGate

InvGate

Comprehensive ITAM & ITSM solution with next-generation interface.

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No customer reviews yet.
Atlassian Jira Service Desk

Atlassian Jira Service Desk

Simple to use, looks good. Fits into Atlassian Ecosystem well.

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Customer service Value for money Customer support Overall satisfaction Customer loyalty Weighted score
8.8 8.5 8.5 8.8 9.0 83
Marval

Marval

They have been in the IT support industry for a number of years so know how the tool should work. Rigid tool.

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Customer service Value for money Customer support Overall satisfaction Customer loyalty Weighted score
7.0 6.0 9.0 6.0 7.0 73
Alemba

Alemba

Ease of use for service delivery analysts. Reports are lacking.

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Customer service Value for money Customer support Overall satisfaction Customer loyalty Weighted score
7.3 8.3 7.8 7.0 6.5 74
ManageEngine ServiceDesk

ManageEngine ServiceDesk

Good set of overall features. Requires some refinement in certain areas.

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Customer service Value for money Customer support Overall satisfaction Customer loyalty Weighted score
7.6 7.2 7.6 7.4 7.0 74
Cherwell

Cherwell

Customisability is a strength.

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Customer service Value for money Customer support Overall satisfaction Customer loyalty Weighted score
7.5 6.3 7.0 6.5 6.5 71
HPE Service Desk

HPE Service Desk

Good overall reliability. Not intuitive

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Customer service Value for money Customer support Overall satisfaction Customer loyalty Weighted score
6.5 6.0 6.3 7.0 5.8 68