What Is Incident Management Software?

Incident management software (IMS) is a crucial tool that helps businesses manage and resolve incidents efficiently. Whether the incident is a power outage, a security breach or a bug that affects many customers, this software ensures that incidents are handled promptly and effectively.

How your company responds to crises - including how it communicates with customers throughout the incident - is a big deal. In fact, our research found that 90% of customers say how a company acts during a crisis reveals its trustworthiness. Handling a disastrous situation well can go a long way in building that trust.

IMS helps you to respond more quickly and efficiently, minimising downtime and maintaining business continuity. Let’s explore what exactly incident management software is, as well as how it can help your organisation.

What Is Incident Management Software?

How Does Incident Management Software Work?

Deployment Options for Incident Management Software

7 Benefits of Using Incident Management Software

Key Features of Incident Management Software

Incident Management Software vs. Ticketing Software vs. Help Desk Software

How to Choose the Right Incident Management Software for Your Business

Incident management software is a specialised application that helps organisations identify, track, manage and resolve incidents. These incidents may be IT issues, security breaches, delivering delays, natural disasters, service outages or other operational disruptions.

When a customer contacts customer support, they expect an answer or a resolution. But customer service teams are not set up for success. Without incident management software, teams often can’t explain what is happening, because the details of the incident live across multiple applications and systems. Service reps either don’t have access to this information (like engineering software data) or don’t know how to interpret it. Meanwhile, back office operations teams, like DevOps, engineering and IT, don’t have access to customer and case data that may contain key information that could help them to resolve the problem.

A good incident management software application connects teams across the company, so they can collaborate to quickly solve the issue. It connects disparate systems, giving everyone involved the information they need to do their jobs. And it provides a central way to communicate, so that there’s no delay or information gaps between teams.

The goal is to restore normal service operations as quickly as possible, minimising the impact on business operations and ensuring high levels of service quality and availability.

Typically, incident management software operates on a structured framework designed to streamline the entire incident lifecycle. The process usually includes several key stages:

1. Incident identification: Users - whether customers or internal staff - report incidents through various channels, like web forms, email or directly logging into the system.
2. Incident logging: The software captures essential information about the incident, including severity, affected services and user details.
3. Categorisation and Prioritisation: Incidents are categorised based on their nature and prioritised based on their impact and urgency.
4. Assignment and Escalation: Incidents are assigned to appropriate personnel or teams based on expertise and availability.
5. Investigation and Diagnosis: Teams analyse the incident to diagnose the root cause and potential solutions.
6. Resolution and Recovery: Once a solution is identified, it is implemented to resolve the incident and restore normal service. Any necessary recovery actions are taken to prevent recurrence.
7. Closure and Documentation: Once resolved, the incident is closed and detailed documentation created for future reference and analysis.
8. Review and Reporting: The software generates reports to analyse trends, identify areas for improvement and refine processes.

By automating these steps, IMS helps teams respond faster and more effectively to incidents.

While the above steps outline the basic framework for IMS, advances in artificial intelligence (AI) have now made it possible to significantly uplevel the efficiency of your incident response. With Customer Service Incident Management from Service Cloud, service and operations teams work together seamlessly, with access to all the incident, case and customer data in a unified workspace. Even better - Service Cloud allows you to proactively address incidents before customers realise there is a problem. (See Key Features of Incident Management Software for more.)

Organisations have several deployment options when it comes to incident management software, each with its own advantages:

• On-Premises: The software is installed and run on the organisation's own servers. This option provides greater control and customisation but requires significant IT resources for maintenance and updates.
• Cloud-Based, Software as a Service (SaaS): The software is hosted on the vendor's servers and accessed via the Internet. A cloud-based deployment model offers scalability, ease of deployment and reduced maintenance overhead.
• Hybrid: A combination of on-premises and cloud-based deployment, allowing organisations to leverage the benefits of both models.

Each deployment option comes with unique considerations, including budget, compliance and organisational needs.

Implementing incident management software offers numerous benefits:

1. Improved Response Times: Incident management software automates and streamlines the incident response process, reducing manual effort and speeding up resolution times. This is good news, since our research found that 69% of service reps say balancing customer service speed and quality is difficult.
2. Enhanced Communication: IMS centralises incident information, leading to better communication among support teams, the back office and customers. Our research found that 92% of service decision makers see siloed departments and teams as a challenge.
3. Standardisation: IMS enforces consistent processes for incident management, reducing variability and improving overall quality.
4. Greater Accountability: Clear assignment of incidents ensures accountability, as team members can track their responsibilities and performance.
5. Reduced Downtime: IMS minimises the impact of incidents on business operations, leading to higher service availability.
6. Cost Savings: One hour of downtime can cost more than $100,000 and for 41% of large enterprises an hour of downtime costs from $1 million to over $5 million. Incident management software helps you to reduce downtime, ultimately saving on costs.
7. Greater Customer Satisfaction: Quick and efficient incident resolution leads to higher satisfaction levels among users and customers.
8. Data-Driven Insights: The software provides analytics and reporting tools that help organisations identify trends, root causes and areas for improvement.

Now that you know why you might use incident management software, what should you look for in a vendor? A robust incident management software should include the following key features:

• Incident Logging and Tracking: This allows users to log incidents and track their status throughout the resolution process.
• AI Incident Detection: The AI in Salesforce’s Customer Service Incident Management proactively creates an incident based on the volume of incidents coming in over time. This way, your team can start working on an issue straightaway, without having to wait for someone to notice it. You can also set up the AI to automatically create an incident when it detects a technical issue. This helps ensure your team is always aware of any problems that might be affecting your customers.
• AI-routeing of new cases. AI in Salesforce’s Customer Service Incident Management recognises new cases that are part of the real-life incident and automatically attaches them to the incident. That way, service reps don’t get overwhelmed with an onslaught of new cases, all related to the underlying big issue.
• Automated Workflows: The right workflows automate routine tasks and processes, like incident assignment, escalation and notifications. With Customer Service Incident Management, you can create flows to automate repetitive tasks like closing all related incidents, problems and cases.
• Knowledge Base: A knowledge management base is a repository of information, including past incidents and solutions, that can help teams resolve issues faster. With Salesforce, Agentforce AI technology acts as your service reps’ personal assistant, surfacing knowledge articles that are relevant to the current situation. When an incident concludes, the AI can automatically generate a knowledge article to be used during similar incidents in the future. You can then edit the AI-generated article and post it to your internal or external knowledge bases.
• Team Collaboration: With Slack for Incident Management, you can instantly find the right subject matter experts across your company and spin up a dedicated Slack channel for real-time collaboration. Use Slack to broadcast real-time status updates across your organisation. Have regulatory or compliance requirements? Document your Slack communication for audit and compliance purposes.
• Customer Updates: Keeping customers informed not only helps boost trust, but also deflect cases. With Salesforce, you can use workflows to centrally manage real-time status updates and share potential workarounds with customers on their channel of choice - whether email, messaging, social or your self-service portal. Proactively notify customers via email about known issues before they keep in touch.
• Reporting and Analytics: Be sure the solution you’re considering offers detailed reports and analytics on incident trends, performance metrics and root cause analysis.
• Integration Capabilities: You’ll want to choose an incident management solution that easily integrates with other IT and business systems, like monitoring tools, ticketing systems and communication platforms.

While incident management software, ticketing software and help desk software share some similarities, they serve different purposes:

• Incident Management Software: Focuses on managing and resolving incidents that disrupt normal service operations. Often used by IT, operations and customer service teams to handle technical issues, security breaches and service outages.
• Ticketing Software: Manages and tracks customer or user requests, issues and enquiries. Ticketing software is commonly used by customer support and service teams to handle a wide range of requests, from technical support to general enquiries.
• Help Desk Software: Provides a centralised platform for managing customer support and service requests. Help Desk software often includes features for ticketing, knowledge base management and customer communication.

Choosing the right tool depends on an organisation’s specific needs and the complexity of its operations.

Selecting the right incident management software for your business involves considering several factors:

1. Identify Organisational Needs. Understand your organisation’s unique needs: the number of incidents you handle, the complexity of those incidents and your team’s structure.
2. Define Key Features. Identify the most important features that align with your incident management processes. Prioritise automation, reporting and analytics, integration and a robust knowledge base. And collaboration, since it’s critical to be able to easily collaborate across your company. The section above - Key Features of Incident Management Software - highlights the features we think are critical.
3. Evaluate Ease of Use. Choose software that is user-friendly and easy to navigate. A complex system can hinder adoption and reduce efficiency.
4. Look for Scalability. Choose software that can grow with your organisation, handling an increasing number of incidents and users without compromising performance.
5. Choose a Deployment Option. Do you prefer an on-premises, cloud-based or hybrid deployment? Each has its advantages and trade-offs.
6. Understand Integrations. Make sure the software can integrate seamlessly with your existing tech stack during implementation and beyond.
7. Evaluate customer support. What level of support does the vendor offer and what is the brand’s reputation? Reliable customer service and a strong track record can be crucial for successful implementation and ongoing use.
8. Assess brand reputation. Technology review sites like G2 can be a wealth of information based on real customer experiences with the vendor you’re considering.
9. Consider cost. Look at the total cost of ownership, including licensing fees, implementation costs and ongoing maintenance. Make sure you get good value from your investment.

Incident management software is essential for organisations wanting to resolve incidents quickly and efficiently. The right software helps you to respond to incidents faster, so you can deliver better customer service.