Operations | Monitoring | ITSM | DevOps | Cloud

In the fast-paced world of digital operations, the gap between detecting an issue and resolving it can mean the difference between a blip in service and a full-scale customer impact. That’s why organizations worldwide rely on ServiceNow for IT service management and xMatters for intelligent incident response automation.

I joined incident.io about ten weeks ago, having been in my previous role for four and a half years. Being a new starter was an unusual feeling for me, and there's been a huge amount to learn; but by lunch on my second day (!) I had started shipping value to our customers. A large part of hitting the ground running has been having a colleague alongside me, who I can pester with questions, who doesn’t get offended when I write in all capitals, and often praises me for being absolutely right!

Something fundamental needs to change in the way we run operations. Organizations are deploying AI to optimize everything from coding and deployment to resource planning and incident management. But they’re discovering that managing AI-powered systems requires a completely different operational mindset. AI models hallucinate. Data pipelines degrade silently. Algorithms develop bias without warning.

Too many incidents waste valuable engineering time on the basics: collecting logs, pulling system data, and tracking down the right person to fix the issue. Meanwhile, customers experience delays, SLAs are breached, and critical work gets pushed aside. The real kicker? Those L3 and L4 severity incidents that could actually prevent future fires get labeled as “nice to have” and collect dust in your backlog. Automated diagnostics and triage eliminates these bottlenecks.

At incident.io, speed is essential. Our product is growing faster than ever; in scope, range of features and the number of people contributing to it. In the early days, when you’re a small startup with just a few hundred endpoints, a basic API setup gets you by. But as things scale, you need to make creating endpoints easy, fast, and reliable.

Incident management tools play a key role in helping organizations to effectively handle service outages. With so many incident management tools around with different feature sets, it's often difficult to find the one that is right for your needs. In this article, we attempt to make a list of incident management software available in 2025 with their features to help you arrive at the right one. We have focused on tools that have incident management capabilities.

Human-executed change is still the most significant contributor to IT outages, and traditional IT change management can’t keep up. One global enterprise processes over 30,000 changes per month, supported by more than 10 Change Advisory Board (CAB) meetings per week, and still sees 15–20% of major incidents caused by changes. Even more telling: 60% of those incidents are linked to changes previously assessed as “low risk.”

Summer is in full swing, and we’ve been busy cooking up some exciting updates to make your operations life easier (and less stressful). This quarter has been all about bringing AI agents into the mix to handle the heavy lifting—whether that’s fixing those pesky recurring issues automatically or surfacing the exact context you need when something totally new breaks. We’re excited about the impact this will have on your day-to-day operations.