Introduction​

Incident management tools are important for organizations to effectively handle service outages. With so many incident management tools around with different feature sets, it's often difficult to find the one that is right for your needs. In this article, we attempt to make a list of incident management software available in 2024 with their features to help you arrive at the right one.

We have focused mostly on tools that offer incident management capabilities - which include at least incident lifecycle management, on-call scheduling, and third-party integrations.

There are many good tools which are focused only on incident response, or on monitoring and generating alerts, or on the ticketing aspect of incidents. We have not included those to avoid cluttering this article.

• Introduction
• Benefits of Using an Incident Management Tool
• List of Incident Management Tools in 2024
  • 1. PagerDuty
  • 2. Opsgenie
  • 3. Splunk On-Call
  • 4. Grafana OnCall
  • 5. ServiceNow
  • 6. iLert
  • 7. incident.io
  • 8. FireHydrant
  • 9. Squadcast
  • 10. Better Stack
  • 11. Rootly
• Conclusion

Benefits of Using an Incident Management Tool​

• An incident management tool streamlines the incident management process by helping to define and automate workflows. It can help you create runbooks, alerting and escalation policies, and define and manage on-call schedules.
• Incident Management software often come with integrations with your observability stack. Your observability stack is a key source of incidents. They can also integrate with your existing communication and

Introduction​

Why is Slack becoming so popular in incident management?

Slack is one of the most popular communication tools used in companies. If you're part of a remote team, your team is probably on Slack or something similar like MS Teams. Although IM tools lack the communication nuances that are taken for granted in face to face interactions, they provide many other advantages:

• Access to historical data
• Asynchronous communication
• The ability to share links and documents easily
• Adding anybody in the organization to a conversation

Slack in Incident Management​

One of the trends I've noticed in incident management is the growing rise of Slack in incident response and management tools. I think this is tied to the increase in remote work after COVID-19.

Introduction​

Maintaining transparent communication about service availability is crucial for businesses of all sizes. Status pages are an important part of your communication strategy during times of outages and maintenance events.

You can choose to go with a fully managed status page provider, or host an open-source one yourself.

Open source status page providers offer a cost-effective and customizable solution. However, then can come with their own drawbacks. This guide explores open source status page providers in 2024 to help you choose the right tool for your needs.

• Introduction
• List of Open Source Status Page Providers
  • 1. Cachet
  • 2. Statping-ng
  • 3. Cstate
  • 4. Upptime
  • 5. Staytus
  • 6. Vigil
  • 7. Gatus
  • 8. Statuspal
  • 9. Uptime Kuma
  • 10. OneUptime
  • 11. Kener
  • 12. OpenStatus
• Choosing the Right Open Source Status Page Provider
• Conclusion

List of Open Source Status Page Providers​

1. Cachet​

Cachet is a popular open source status page system built with PHP and Laravel. It offers a clean, minimalist design and a robust feature set.

Introduction​

Downtime is inevitable but what sets successful businesses apart is how they handle it. A key part of incident management is incident communication with both internal and external stakeholders. A status page is a crucial tool for maintaining clear communication with users during outages or service interruptions. There are numerous status page providers available with different features. This article will guide you through best practices for selecting a provider that suits your needs.

The Importance of a Status Page​

An internal status page provider your colleagues and stakeholders in your organization to get a snapshot of of the current status. It can help reduce unnecessary back and forth between teams, and help people to prioritize their work better. It also creates internal transparency and trust between teams.

An external status page is crucial if you say you are committed to open communication with your end users or customers. Whether you are B2B or B2C, a public status page would be the first thing people would check if they face issues. Being open about incidents and your efforts to mitigate them build user trust. They can also decrease support ticket volume during incidents.

You can choose an open source status page provider, or one that is managed. This guide focuses on the factors to look at while evaluating managed providers.

Key Factors to Consider When Choosing a Status Page Provider​

1. Reliability​

Your status page needs to be accessible especially when your main services are down. Your provider should be able to guarantee a reasonable amount of

• Uptime SLA
• Globally distributed infrastructure for high availabilty
• Redundant systems to ensure failover and availability
• Scalability to handle increased traffic during major incidents

Introduction​

Staying on top of your third-party Cloud and SaaS service outages is crucial to maintain the reliability of your own applications. Like many modern teams, Slack might be your communication tool of choice. You can keep up with such incidents by pushing these events to a Slack channel.

There are different ways of pushing incident events to Slack. In this article we will explore how to integrate IncidentHub incident lifecycle events using an incoming webhook. An incoming webhook can be used to send incident trigger, update, and resolve events to a specific Slack channel.

Note that IncidentHub also has an option to integrate with custom webhooks, which is different from Slack's webhooks. If you are using Slack, choose the Slack option. For a custom webhook server, choose the Webhook option. The format of the Slack webhook payload is different from that of the Slack webhook.

Slack Incoming Webhook Configuration​

You must have the correct permissions on your Slack workspace to be able to do this.

Follow these steps to configure an incoming webhook in your Slack workspace.

Introduction​

Incident updates on the public status pages of your cloud providers are often the first indication that they might have an outage. Providers also post updates about upcoming and ongoing maintenance on their status pages. Thus, monitoring your cloud status pages becomes crucial to your business operations. This article will guide you through the process of effectively monitoring such status pages.

• Introduction
• Identify Your Cloud Providers
• Locate Their Public Status Pages
• Understand the Status Page Structure
• Configure Notifications
  • Notification Challenges
• Best Practices
  • Filtering Your Monitors
  • Do Periodic Reviews
  • Have a Single View Across All Providers
• Include in Your Incident Response Plan
• Use a Monitoring Tool
  • The Benefits of Using a Monitoring Tool
• Conclusion
• FAQ

Identify Your Cloud Providers​

Work with your Dev/Ops/SRE and IT teams to come up with a comprehensive list of your cloud providers. Any service that is not managed by your teams is by definition a cloud service. Although we focus on Cloud providers - i.e. providers that let you deploy your services on their infrastructure - this article is equally applicable to any of your external SaaS vendors.

Introduction​

Staying on top of your third-party Cloud and SaaS service outages is crucial to maintain the reliability of your own applications. If Discord is your communication tool of choice, you can keep up with such incidents by pushing these events to a Discord channel.

Discord webhooks allow external applications to send messages to specific channels within a Discord server. This article describes how to integrate Discord as a channel in your IncidentHub account using webhooks.

Note that IncidentHub also has an option to integrate with custom webhooks, which is different from Discord's webhooks. If you are using Discord, choose the Discord option. For a custom webhook server, choose the Webhook option.

Discord Server Webhook Configuration​

You must have the correct permissions on your Discord server to be able to do this.

Introduction​

Modern businesses depend heavily on Software as a Service (SaaS). SaaS is not limited to being used by software development teams.
Almost all aspects of business operations - accounting, HR, payroll, marketing, IT, sales, support - depend on one or more SaaS applications. Given this dependency on SaaS applications, their uptime becomes tightly tied to a business's uptime. Any SaaS downtime can affect both a business's daily operations as well as the user experience.

How to check if a SaaS is experiencing downtime? Follow the steps below:

• Introduction
• Visit the SaaS Provider's Status Page
  • Locate the SaaS provider's Status Page
  • Understanding Status Pages
• Use External Monitoring Services
  • Setting Up a Monitoring Tool
• Check Social Media
• Run Manual Tests
• Incident Communication
• Conclusion
• FAQ
• Popular SaaS Service Statuses

Visit the SaaS Provider's Status Page​

The SaaS provider's status page will have first-hand information about ongoing issues.

Introduction​

A recent question in an SRE forum triggered this train of thought.

How do I deal with alerts that are triggered by internal patching/release activities but don't actually cause a downtime? If we react to these alerts we might not have time to react to actual alerts that are affecting customers.

I've paraphrased the question to reflect its essence. There is plenty to unravel here.

My first reaction to this question was that the SRE who posted this is in a difficult place with systemic issues.

Systemic Issues​

Without knowing more about the org and their alerting policies, let's look at what we can dig out based on this question alone

A few weeks ago we released a feature on IncidentHub which gives you a historical view of your monitored services' availability.

Why Was This Needed?​

On the dashboard where you can add services and channels, there is an overview panel that shows total incidents in the last 24 hours. You can get into a more detailed view by clicking on the button next to it. This opens up a popup where you can see active and resolved incidents - in the last 24 hours - and filter them by service.

This panel is good enough for a quick view on what's affecting your dependent services. However, sometimes there is a need to look back further. This is what the Availability page gives you - an overview of service health over the last 30 days.

Let's look at a few examples: