IncidentMonitor - 2026 Pricing, Features, Reviews & Alternatives

IncidentMonitor is help and service desk software available as an on-premise and cloud-based SaaS solution. The latter boasts access for support teams and end users via web browser and includes all application features, while organizations may migrate easily between deployments if necessary. New feature updates are added at no extra cost and span areas including service level management, asset management, self-service portals and more. Manage Service Level Agreements (SLAs) and Operating Level Agreements (OLAs) with a “multi-dimension approach” across three functional areas spanning Service Matrix, Level Rules and Hours. Track service desk metrics with dashboard-based analytics, over 50 home page data widgets and a fully exportable selection of ITIL ITSM and service reports.

IncidentMonitor’s self-service portal then provides web device visibility for customers, complete with Knowledge Base, crowd supported forums and possible answer presentations. Access rules can be defined based on security role, while users can submit support tickets to receive Knowledge Base answers immediately. Additional notable features also include a Process Designer for editing service desk workflows, Service Catalog Designer for creating web forms, Asset Management for logging equipment plus a range of communication options.