Incident management software

Updated: October 12, 2019

2018. Atlassian launches Jira Ops for managing incidents



Atlassian launched a new edition of its flagship product Jira that is meant to help ops teams handle incidents faster and more efficiently. Jira Ops integrates with tools like OpsGenie, PagerDuty, xMatters, Statuspage, Slack and others. Many teams already use these tools when their services go down, but Atlassian argues that most companies currently use a rather ad hoc approach to working with them. Jira Ops aims to be the glue that keeps everybody on the same page and provides visibility into ongoing incidents. With it when an incident happens, you have a central place where you can go, where you can find out everything about the incident. You can see who has been paged and alerted; you can alert more people if you need to right from there; you know what Slack channel the incident is being discussed in. Moreover Atlassian has acquired OpsGenie for $295 million.


2014. ServiceNow adds more Enterprise features



ServiceNow, the cloud IT service management provider, launched a suite of new products and features devoted to large companies. The new features include enhanced custom application creation experience, new service automation products, executive decision-making visualization tools and a more intuitive user experience. In particular, the new product Facilities Services Automation displays incidents at company facilities on floor-plan visualizations, and allows facilities managers to track building configurations to tackle issues from security to waste disposal. Service Creator, another new feature, allows nontechnical people to build simple applications. Another visualization project, CIO Roadmap, offers timeline visualization features displaying prioritized investment decisions across business functions. The new capabilities are built on the ServiceNow platform and leverage the common data model shared across the company’s portfolio.


2010. OTRS ITSM 2.0 - the first open-source ITIL certified solution



Many companies use OTRS as a helpdesk-system for two reasons: it is free and is perfect for integration with web site and email. Now, OTRS can be also adopted by sysadmins and IT departments (even in large companies) - the new version OTRS ITSM 2.0 has been officially certified by expert company PinkVERIFY of compatibility with six ITIL v3 processes. As you know, ITIL - is the library of recommendations and best practices for managing IT infrastructure. OTRS ITSM has been around for about 3 years. Until today, it featured incident management, problem management, configuration management, SLA management and knowledge management. Version 2.0 added change management to that list. Now OTRS ITSM allows you to control such processes as setting up new employee with a laptop, implementing new systems and equipment, upgrading licensed software.