Key Criteria for Incident and Task Management Solutionsv1.0

An Evaluation Guide for Technology Decision Makers

Table of Contents

  1. Summary
  2. Incident and Task Management Solution Primer
  3. Report Methodology
  4. Decision Criteria Analysis
  5. Evaluation Factors
  6. Key Criteria: Impact Analysis
  7. Analyst’s Take
  8. About Ron Williams

1. Summary

No organization can ever be entirely free of incidents, such as a hardware failure, a sudden performance issue, or a service interruption. But what used to take an eternity—to discover what was going on, what might have caused it, and how it could be fixed—can now be much quicker to resolve using an incident and task management solution. These solutions help organizations find out what happened and manage the tasks and resources to resolve the incident. Moreover, these solutions enable organizations to reach out to subject matter experts (SMEs) to fix a critical event; experts can be contacted via mobile app, phone call, SMS message, or email. The use of runbooks, on-call management, alert notifications, and workflow management can improve an organization’s responsiveness to the inevitable application failure.

This GigaOm Key Criteria report details the criteria and evaluation factors for selecting an effective incident and task management platform. The companion GigaOm Radar report identifies vendors and products that excel in those criteria and evaluation factors. Together, these reports provide an overview of the category and its underlying technology, identify leading incident and task management offerings, and help decision-makers evaluate these platforms to make a more informed investment decision.

How to Read this Report

This GigaOm report is one of a series of documents that helps IT organizations assess competing solutions in the context of well-defined features and criteria. For a fuller understanding, consider reviewing the following reports:
Key Criteria report: A detailed market sector analysis that assesses the impact that key product features and criteria have on top-line solution characteristics—such as scalability, performance, and TCO—that drive purchase decisions.
GigaOm Radar report: A forward-looking analysis that plots the relative value and progression of vendor solutions along multiple axes based on strategy and execution. The Radar report includes a breakdown of each vendor’s offering in the sector.
Solution Profile: An in-depth vendor analysis that builds on the framework developed in the Key Criteria and Radar reports to assess a company’s engagement within a technology sector. This analysis includes forward-looking guidance around both strategy and product.

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