Introduction
Incident management is a key process for IT teams to restore normal service operations as quickly as possible after an incident occurs. Effective incident management minimizes the negative impact of incidents by restoring service to users with minimal disruption.
Popular incident management tools provide capabilities to log, categorize, investigate, diagnose, escalate, and resolve incidents. These tools are critical for IT teams to manage incidents efficiently at scale across the organization. Tracking incident data also enables IT teams to identify trends, prevent recurring issues, and continually improve services.
In this comparative review, we will examine leading incident management tools:
- SolarWinds Web Help Desk
- ManageEngine ServiceDesk Plus
- Freshservice
- JIRA Service Desk
- BMC Helix
- Cherwell
- TOPdesk
We will evaluate the key features of each tool, compare capabilities, and provide recommendations for IT professionals to select the best incident management platform based on their organization’s needs and budget. Factors such as ease of use, automation, integrations, reporting, and scalability will be considered. The goal is to empower IT teams to make an informed decision when adopting an incident management tool.
SolarWinds Web Help Desk
SolarWinds Web Help Desk is a popular IT service management (ITSM) platform designed specifically for internal IT support teams. It provides a streamlined interface to track, manage, and resolve IT tickets across the organization.
Overview
Some key features and capabilities of SolarWinds Web Help Desk include:
- Intuitive web-based console for IT teams to manage tickets
- Customizable ticketing workflows to match IT processes
- Asset and configuration management
- Knowledge base to document resolutions and share articles
- Reporting and dashboards for visibility into IT operations
- Native integrations with SolarWinds network monitoring tools
- APIs for integration with other systems and apps
- On-premises deployment or cloud-based SaaS
Strengths
- Designed specifically for IT support teams, with ITIL frameworks built-in
- Simple and easy to use interface to streamline daily operations
- Affordable pricing tiers for organizations of all sizes
- Strong SolarWinds brand recognition in IT management space
Weaknesses
- Less robust for non-IT service desk scenarios
- On-premises deployment can require IT infrastructure investment
- Not as feature-rich as higher priced competitors
- Third-party integrations not as broad as some alternatives
SolarWinds Web Help Desk is a great choice for IT teams looking for an accessible, easy to use platform purpose-built for IT service management. It allows efficient ticketing and asset management tailored to internal IT support processes.
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus is a help desk software that aims to automate IT service management across assets, users, and vendors. It provides built-in ITIL processes, advanced reporting capabilities, and integrations with various IT management tools.
Overview
ManageEngine ServiceDesk Plus is designed for IT service teams in large enterprises. Key features include:
- Incident, problem, change, and release management
- IT asset management
- CMDB and discovery
- Knowledge management
- Survey and feedback management
- Reporting and analytics
It offers mobile apps, multi-site support, and automation capabilities using workflows. The software is customizable with addons and integrations.
Features
Key features and functionalities of ManageEngine ServiceDesk Plus include:
Ticket Management - Comprehensive ticket lifecycle management including assignment, categorization, prioritization, routing, resolution and closure. Customizable ticket forms.
ITIL Processes - Out-of-the-box ITIL-aligned processes for incident, problem, change and release management.
Knowledge Base - Centralized knowledge base with articles, solutions and FAQs. Full-text search and category/sub-category organization.
Asset Management - Discovery, inventory, and complete lifecycle management of IT assets. Integrations available.
CMDB - Configuration management database (CMDB) with custom CI types and relationships mapping.
Reporting and Dashboards - 300+ prebuilt reports. Custom reports builder. Real-time and interactive dashboards.
Surveys - Surveys to gather feedback from users. Custom satisfaction metrics.
APIs and Integrations - RESTful APIs, integrations with Slack, MS Teams, Jira, AWS and more.
Strengths and Weaknesses
Some key strengths of ManageEngine ServiceDesk Plus:
- Comprehensive features for core help desk tasks and ITSM processes
- Highly customizable and extensible
- Good for regulated enterprises needing audit trails
- Reasonably priced for the included capabilities
Potential weaknesses:
- Interface not as polished or intuitive as some competitors
- Limited native remote access and automation capabilities
- Less focused on end user self-service
So in summary, ManageEngine ServiceDesk Plus is ideal for larger IT teams needing an ITIL-aligned help desk software with robust configuration management features. The extensive capabilities do come with some interface complexity, so simplifying and training is key.
Freshservice
Freshservice is a cloud-based IT service management (ITSM) software that enables IT teams to manage service requests, incidents, problems, changes, and assets. Some key features of Freshservice include:
Overview
- Cloud-based SaaS platform that can be accessed from anywhere
- Intuitive user interface and easy to get started
- ITIL-aligned processes for incident, problem, change and release management
- Asset management for tracking IT hardware and software
- Knowledge base to document solutions and FAQs
- Customizable service catalog to offer IT services to employees
- Automated workflows and configurable business rules
- Native mobile apps for iOS and Android
- Robust reporting and analytics
Features
- Incident management - Report, track and resolve incidents or service disruptions
- Problem management - Identify root causes and prevent recurring incidents
- Change management - Plan, schedule and control changes to IT systems
- Release management - Automate and standardize software deployments
- SLA management - Define SLAs and track performance against them
- IT asset management - Discover, track and manage IT hardware and software assets
- Knowledge base - Create a self-service portal with solutions to common issues
- Dashboards and reports - Real-time visibility into service performance
Strengths
- User-friendly interface, easy for agents and users
- Flexible pricing suitable for all business sizes
- Fast implementation time to get up and running quickly
- Customizable platform that can adapt as needs change
- Automated workflows improve efficiency of IT processes
Weaknesses
- Less complex functionality compared to some competitors
- Integration capabilities are more limited
- Light on advanced reporting compared to enterprise platforms
- Asset management could be more robust for large environments
Freshservice is an excellent choice for growing companies looking for an affordable but capable ITSM solution with modern UI and quick deployment. The software is intuitive yet packed with essential features to streamline IT operations. While it may not have the breadth of capabilities as higher-end systems, it provides outstanding value.
JIRA Service Desk
JIRA Service Desk is a service desk software built on top of JIRA by Atlassian. It provides built-in ITSM functionality for organizations to track, manage, and resolve customer inquiries and requests.
Overview
JIRA Service Desk allows teams to provide fast, efficient customer support across multiple channels including email, chat, and social media. Some key features include:
Customizable service desk with built-in ITIL practices
Robust role-based permissions and SLAs
Multi-channel support via email, chat, social media
Native integration with JIRA for development teams
Drag and drop interface to easily customize forms and workflows
Reports, metrics, and analytics for performance monitoring
Strengths
- Powerful customization capabilities with access to hundreds of add-ons
- Scales to meet the needs of large enterprises
- Integrates deeply with other Atlassian tools
Weaknesses
- Can be complex for non-technical users
- Limitations for non-IT service desks
- Not as user friendly as other options, steep learning curve
JIRA Service Desk works great for technology companies or IT organizations. The integration with JIRA allows seamless collaboration between IT service desks and development teams. However, it may be overkill for non-technical teams or smaller organizations.
BMC Helix
BMC Helix is an AI-powered service management platform designed for enterprise IT teams. It offers advanced automation, intelligent insight, and omni-channel experiences to optimize and elevate service experiences.
Overview
BMC Helix is built on a modern, cloud-native architecture that leverages AI, machine learning, and predictive analytics. It aims to provide intelligent, personalized experiences for both employees and customers across service channels.
Some key capabilities and benefits of BMC Helix include:
Omni-channel service delivery with support across email, chat, voice, and self-service. This enables consistent experiences across touch points.
Dynamic service catalog that automatically tailors offerings based on role, location, and user history using AI.
Automated agent assistance that provides relevant knowledge articles, solutions, and recommendations to drive faster case resolution.
Predictive service analytics to model trends, identify emerging issues, and take proactive measures.
Conversational bots and virtual agents to provide 24/7 support and enable human agents to focus on complex issues.
Powerful integration capabilities through APIs and microservices architecture.
Features
BMC Helix offers a robust set of features for IT service management:
Incident Management - Streamline ticket handling with automated routing, classification, escalation and notifications.
Change Management - Standardize and control changes to systems with approvals and risk assessment.
Knowledge Management - Create an AI-enhanced knowledge base for self-service and agent assistance.
Service Catalog - Provide context-aware service offerings tailored to each user.
Chatbots - Deploy conversational bots on web, mobile, and messaging apps for omnichannel engagement.
Reporting and Analytics - Gain visibility into KPIs like ticket volumes, resolution times, agent performance.
Asset Management - Maintain configuration information and relationships between assets and services.
Integrations - Extend capabilities via REST APIs and out-of-the-box integrations with leading tools.
Strengths and Weaknesses
BMC Helix has several notable strengths:
Strong AI and ML capabilities for automation and intelligent insights.
End-to-end service management with robust functionality across ITSM disciplines.
Cloud-native SaaS model with continuous delivery of innovation.
Contextual and personalized user experiences.
Potential weaknesses include:
Complex with significant configuration required for initial setup.
Pricing on the higher end compared to competitors.
Limited capability for custom application development compared to platforms like ServiceNow.
Integration with legacy systems can be challenging.
Overall, BMC Helix offers leading-edge capabilities for AI-driven and omni-channel service management, but requires investment and effort to maximize value. It’s best suited for large enterprises with the resources to take advantage of its sophisticated feature set.
Cherwell
Cherwell Service Management is an IT service management platform that enables organizations to automate and streamline IT operations. Some key features and capabilities of Cherwell include:
Overview
Cherwell offers ITIL-based service management to manage incidents, problems, changes, releases, service requests, and knowledge management.
It has pre-built workflows and templates to accelerate ITSM processes and automation. Custom workflows can also be configured using easy drag-and-drop tools.
The platform provides robust reporting and dashboards for data insights and metrics. There are out-of-the-box reports and dashboards, and custom reports can be created.
Cherwell uses a flexible data architecture that allows customization of forms, fields, relationships, and data views.
It integrates with various IT tools through Cherwell’s connector framework and open RESTful APIs.
Key Features
Incident management - Manage, track, and resolve incidents through assignment, escalation, notifications, and reporting.
Problem management - Identify root causes of incidents and take proactive measures.
Change management - Streamline and standardize the change request and approval process.
Knowledge management - Create a searchable knowledge base with FAQs, articles, solutions, etc.
Reporting and dashboards - Gain actionable insights using out-of-the-box and custom reports.
Strengths
- Flexible and customizable data architecture
- Drag-and-drop interface for easy workflow configuration
- Robust automation and integration capabilities
- Strong knowledge management features
- Powerful reporting for data analysis
Weaknesses
- Initial setup and configuration can be complex
- Requires expertise to fully utilize the customization features
- Can be overkill for smaller organizations with basic ITSM needs
TOPdesk
TOPdesk is an IT service management (ITSM) software that provides tools for IT service delivery, asset management, and configuration management.
Overview
TOPdesk was founded in the Netherlands in 1994. It is used by over 4,000 organizations worldwide, with a focus on mid-sized enterprises. TOPdesk aims to improve IT productivity through automated ticketing workflows, self-service options, and asset management.
Some key features of TOPdesk include:
- Incident, problem, change and service request management
- Knowledge management base
- CMDB and discovery
- Reporting and analytics
- Self-service portal
- Automated workflows
- Integration with third-party tools via APIs
Features
TOPdesk provides capabilities for many aspects of ITSM:
Incident Management - Tools for logging, categorizing, assigning, resolving and analyzing incidents and service disruptions.
Problem Management - Identify root causes of incidents to prevent future occurrence.
Change Management - Standardized processes for planning, evaluating and implementing changes to the IT environment.
Service Request Management - Self-service portal to fulfil routine user requests and service catalog management.
Knowledge Management - Searchable knowledge base with solutions to known issues.
Asset Management - Discovery, inventory and lifecycle management of IT assets and configurations.
Reporting and Dashboards - Built-in and custom reporting on KPIs like ticket volumes, resolution times, change success rates.
Strengths
- Mature product with deep ITSM functionality
- Highly customizable and flexible
- Automated discovery and CMDB population
- Great for mid-market IT shops
- Intuitive and easy to use interface
Weaknesses
- Not as strong for enterprise-scale clients
- Less support for modern approaches like DevOps
- Integration requires custom development
- Lacks artificial intelligence capabilities
Comparison Chart
When evaluating incident management tools, it’s helpful to directly compare their key features and capabilities side-by-side. Here is an overview of how the major tools stack up:
| Tool | Strengths | Weaknesses |
|---|---|---|
| SolarWinds Web Help Desk | - Intuitive interface - Customizable dashboard - Integration with Active Directory | - Limited workflow automation - No mobile app |
| ManageEngine ServiceDesk Plus | - ITIL processes built-in - Automated agent assignment - Mobile access | - Steep learning curve - Expensive |
| Freshservice | - User-friendly - Robust knowledge base - Affordable pricing | - Limited change management - Fewer advanced features |
| JIRA Service Desk | - Powerful customization - Deep integration with JIRA - Advanced reporting | - Complex interface - Steep learning curve |
| BMC Helix | - Sophisticated AI capabilities - Predictive analytics - Chatbots | - Very expensive - Overly complicated |
| Cherwell | - Visual workflow designer - Built-in business intelligence - Collaborative portal | - Clunky interface - Limited mobile access |
| TOPdesk | - Intuitive ticketing system - Asset management - Configurable dashboards | - Weaker reporting - Limited workflow flexibility |
When evaluating these tools, it’s important to consider your organization’s specific needs and budget. Tools like JIRA Service Desk and BMC Helix offer cutting-edge capabilities for large enterprises, while solutions like Freshservice provide a simpler, more affordable option for SMBs. The key is finding the right balance of features, usability, and cost for your unique requirements.
Recommendations
Reviewing the leading incident management tools, there are a few top picks that stand out for different use cases and needs.
Summary
Overall, SolarWinds Web Help Desk provides the best balance of intuitive UI, ease of use, and powerful customization capabilities for most IT teams. It’s easy to get started yet scalable for complex needs, with flexible workflows and automation options. The affordable pricing also makes it appealing for small to midsize businesses.
Freshservice excels for modern, cloud-focused IT teams. With its pleasant UI, convenient mobile apps, and robust automation and integrations, it streamlines service delivery across channels. The AI-powered features like auto-tagging and chatbot also boost technician productivity.
For larger enterprises that need advanced ITIL support, BMC Helix is a top choice. It has robust ITSM functionality for complex, distributed environments, with advanced reporting and analytics. The integrated DevOps capabilities also allow end-to-end IT management.
Best for Small Teams
For small IT teams, Web Help Desk provides an intuitive, customizable service desk at a reasonable price. The simplified interface allows fast setup while still offering enterprise-level capabilities. With multiple support channels, knowledge management, and automation, it powers small team productivity.
Best for Midsize Businesses
Midsize companies get the most value from ServiceDesk Plus. It balances ease of use with advanced features like ITIL and SIAM support, integrated asset management, and automated workflows. Flexible pricing scales as your needs grow without heavy customization.
Best for Large Enterprises
Large organizations with complex IT ecosystems benefit most from BMC Helix. With versatile advanced automation, it optimizes enterprise-wide service delivery. Robust ITIL capabilities, integrated DevOps, and predictive analytics provide end-to-end management. The unified platform also enhances collaboration.
Best for Modern Teams
For modern digital IT teams, Freshservice is the top choice. The intuitive, pleasant interface makes onboarding easy. With robust mobile apps, chatbot automation, and AI-powered features, it boosts team productivity. Native cloud hosting also provides flexibility and scalability.
Final Thoughts
The right incident management tool improves service quality and efficiency for IT teams of all sizes. Consider the key requirements like ease of use, automation capabilities, and ITIL support against budget and scale needs. Testing potential tools is also recommended to ensure the best fit. With the proper platform, IT teams can provide the high-quality, responsive service that businesses demand.