Has your organization been disrupted by IT incidents in the past year?
In today’s fast-changing IT environment, even a minor incident can cause major infrastructure disruption and revenue loss. By buying the best-valued IT incident management software, companies can reduce their infrastructure downtime without breaking the bank.
Incident management software is integral to combating costly downtime
Companies use incident management software to manage IT incidents and streamline incident discovery, root-cause analysis, and resolution.
IT incidents can come from anywhere within a company’s infrastructure: servers, storage, networks, facilities, endpoints, and security. Without incident management, midsize firms and enterprises can lose over $400,000 per hour of downtime (IBM Global Services Survey).
We know that incident management software is vital to an organization's health. But how exactly does it benefit businesses?
- Fast case resolution: The software automates case assignments and streamlines the incident management process to help IT teams respond quickly to cases.
- Improved communication: Communication tools such as Slack and Teams can be integrated to coordinate responses in real time.
- Compliance support: The software provides detailed case logs for auditing and industry compliance purposes.
However, many solutions in this category offer low value due to their long return on investment (ROI) periods and low user adoption rates.
Based on the G2 Grid® Report for Incident Management Winter 2025, it takes 15 months to realize returns on buying an incident management solution. On average, only 69% of licenses purchased are being utilized, which shows that more than a third of licenses purchased are wasted.
This article will recommend the best incident management software products based on ROI period and user adoption rate so you can get the best value for your money.
Leading incident management solutions by ROI period
The ROI period measures how quickly a buyer can recover value from their investment in software, with a shorter period indicating faster payback and greater cost efficiency. By evaluating this metric, businesses can identify incident management solutions that deliver the best value for their price.
Out of the 99 incident management solutions listed on G2, below are the top five products with the shortest ROI periods.
With Pulseway and Rootly, software buyers can expect to recover their investment in just five months, making them the most cost-effective choices.
Better Stack, StatusCast, and incident.io also have significantly shorter ROI periods than the category average of 15 months, ensuring businesses see quicker financial benefits from their software investments.
Leading incident management solutions by user adoption rate
The user adoption rate measures the percentage of purchased licenses actively in use, indicating how well the software is implemented and utilized. A higher adoption rate ensures companies maximize their software investment without overspending on unused licenses.
Below are the top five incident management solutions with the highest user adoption rates.
With SolarWinds Web Help Desk, businesses can ensure their licenses are properly allocated and fully utilized, leading to higher efficiency and cost savings.
Zenduty, Alloy Navigator, NinjaOne, and AlertOps also outperform the category average of 69%, demonstrating their effectiveness in driving user engagement and operational value.
Companies may need additional monitoring tools on top incident management solutions
Incident management tools alone may be insufficient if the company's infrastructure is highly complex and requires additional monitoring solutions to log all the activities within daily operations.
Although many comprehensive incident management tools have monitoring capabilities, they may not be enough. Some common monitoring tools include server monitoring and cloud infrastructure monitoring.
According to the Atlassian 2024 State of Incident Management Report, the lack of full visibility across IT infrastructure has been the biggest pain point in this industry for the past two years.
Companies should also evaluate what their infrastructure monitoring lacks before purchasing an incident management tool. Even the best incident management tool can’t resolve downtime caused by unknown root causes.
Want to learn more about monitoring solutions? Explore monitoring software on G2.
Edited by Jigmee Bhutia
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