How to choose incident management tools
Categories, key features, and what to look for
There is no single, one-size-fits-all tool for incident management.
The best-performing incident teams use a collection of the right tools, practices, and people.
Some tools are specific to incident management, others are more general purpose tools your team also uses for other tasks. And some tools might be a totally bespoke experience built upon layers of integrations and customization.
No matter the use case, good incident management tools have a few things in common. The best incident management tools are open, reliable, and adaptable.
Open: In a high-pressure environment like an incident, it’s key that the right people have access to the right tools and information immediately. This not only goes for incident responders, but for company stakeholders who need visibility into response efforts.
Reliable: There are few things worse during incident response than also having your key response tools go down. Utilizing cloud tools, like Slack and Opsgenie, minimizes the risk of an outage on your infrastructure taking down your response tools.
Adaptable: Things like integrations, workflows, add-ons, customization, and APIs all open up the possibilities behind the product. You may want to get started with an out-of-the-box configuration, but as your practices and processes mature, you'll want your tools to be flexible enough to support changing needs.