How to Choose an Incident Management Tool and System


Incident and accident management is a major tool for any organization, but most businesses find it hard to understand what it takes to select or choose the best incident management system or tool. Though many incident management system brags about offering the greatest, best and latest technology, no one fits all incident management problem and solutions. Thus, organizations need to carry out proper research and experiment before implementing or buying any incident management system.

We understand the difficulty in choosing the best incident management tool, and we also know that many incident management systems exist with each offering different features and capabilities. In this guild, we are going dig deeper into incident management tool, and as well provide you with tips for choosing the right incident management system.

What is Incident Management?

Incident management can be defined as those business activities to identify, analyze, as well as resolving all related IT hazards.

A company will often make use of an incident management team, especially the type that works alongside a service desk. In case a service stops working or is disrupted; the service desk is generally the very first point or places to get in contact with. After which the service desk will relate to the incident management team on ways to quickly restore the disrupted service.

What to look out for in an incident management tool

A company has very many incident information tools to choose from, as there is no shortage of these tools. However, these different incident management tools have their different features and capabilities, and we recommend you carry out good research to find the right tool for your company’s need. There are many criteria to look out for when choosing an incident management tool, they include the following

  • Enterprise reporting: Provides you with data export abilities, advanced reports, and dashboards, to assist you in viewing the way different incident management teams perform.
  • Incident management via mobile: Enhances an app for mobile phones that assist members of incident management team to assign, open, and respond to an alert on an iOS or Android device.
  • Seamless integration: These include several pre-built integrations for chat, monitoring etc.

Tips for choosing the best incident management system

The following are several features that most leading incident management systems have in common:

  • Flexibility

Do not work with an incident management system that can’t account for those special challenges your business faces. You should have no issue maximizing the value of your investment by designing it the way you want it if you choose an incident management system that knows about your business and its major incident management requirements to collaborate with. The 1st incident reporting service has the capability of accounting for all special challenges facing your business.

  • Ease of use.

It is wrong to force someone to allocate relevant resources and time to have incident management deployed, and as well educate others on the way to use it. However, if an organization makes use of an incident management system that is user-friendly, it’s incident management team can enjoy all the benefits of such incident management system right from the onset.

Carol Gilmore

The author Carol Gilmore