- \n
- What To Look for in Problem Management Software?<\/a><\/li>\n
- The 10 Best Problem Management Software to Use in 2024<\/a>\n
- \n
- 1. ClickUp<\/a><\/li>\n
- 2. CMW Tracker<\/a><\/li>\n
- 3. Zendesk<\/a><\/li>\n
- 4. Creatio<\/a><\/li>\n
- 5. Zoho Desk<\/a><\/li>\n
- 6. PagerDuty<\/a><\/li>\n
- 7. Freshservice<\/a><\/li>\n
- 8. ServiceNow ITSM<\/a><\/li>\n
- 9. BigPanda<\/a><\/li>\n
- 10. New Relic<\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n
What To Look for in Problem Management Software?<\/strong><\/h2>\n
Here are some essential aspects your problem management software must have:<\/p>\n
1. Automation:\u00a0 <\/strong>You need AI-driven automation based on pre-configured rules to manage problems. Automation is crucial across the ITIL lifecycle, including detection,\u00a0 closure, sending alerts, and facilitating feedback effortlessly.<\/p>\n
2. Known error database (KEDB):<\/strong>\u00a0 A repository of past problems and workarounds to expedite resolutions and prevent recurrences aids problem management.<\/p>\n
3. Dashboard for visibility:<\/strong> A dashboard displaying timelines, deadlines, and problem severity assists root cause analysis (RCA) and efficient incident resolution.\u00a0<\/p>\n
4. Proactive approach:<\/strong> A proactive problem management approach helps identify and eliminate root causes that prevent incidents in the future.<\/p>\n
5. SLA tracking:\u00a0 <\/strong>Your software needs to track SLAs based on severity and urgency to improve problem resolution times and prioritize critical service issues.\u00a0<\/p>\n
The 10 Best Problem Management Software to Use in 2024<\/strong><\/h2>\n
Explore these top solutions for effective problem management in 2024 and enhance your IT operations.<\/p>\n
1. ClickUp<\/strong><\/h3>\n
![\"\"](\"https:\/\/clickup.com\/blog\/wp-content\/uploads\/2023\/04\/Example-of-Adding-Conditional-Logic-to-ClickUp-Forms.gif\"\/)
Create smarter Forms in ClickUp with Conditional Logic to streamline problem resolutions\u2014no matter how complex<\/figcaption><\/figure>\n ClickUp offers an agile project management<\/a> solution to help you and your team prioritize tasks. You can speed up resolution by using custom tags and automations to resolve bugs in batches.\u00a0<\/p>\n
ClickUp helps you get your operations back on track and prevents future mishaps.<\/p>\n
![\"\"](\"https:\/\/clickup.com\/blog\/wp-content\/uploads\/2022\/08\/image4.gif\"\/)
Custom automation in ClickUp<\/figcaption><\/figure>\n ClickUp\u2019s service desk software<\/a> helps streamline incident management.\u00a0<\/p>\n
ClickUp features such as Dashboards<\/a>, Sprints, Roadmaps, Board view, Syntax highlighting, Custom task statuses<\/a>, Form view, proofing, etc., streamline issue management and boost team productivity.<\/p>\n
ClickUp best features<\/strong><\/h4>\n
- \n
- Help visualize plans with Mind Maps and Concept Maps<\/li>\n
- Enables submission of issues and tasks easily through ClickUp\u2019s Form View<\/a><\/li>\n
- Streamlines sprint planning, task assignment, and priority tracking through ClickUp\u2019s Sprint feature<\/a>\u00a0<\/li>\n
- Optimizes your team\u2019s workload through a customizable point system<\/li>\n
- Offers valuable insights, track progress, and automate sprint completion<\/li>\n
- Use from 1,000+ templates, including ClickUp\u2019s Root Cause Analysis Template<\/a>, Issue Management Template<\/a>, <\/a>and Open Issues List Template<\/a><\/li>\n<\/ul>\n
![\"ClickUp](\"https:\/\/clickup.com\/blog\/wp-content\/uploads\/2023\/07\/ClickUp-IT-Root-Cause-Analysis-Template.jpg\")
Problem-solve your way out of IT challenges in a clear and organized way<\/figcaption><\/figure>\n ClickUp limitations<\/strong><\/h4>\n
- \n
- New users may face a learning curve<\/li>\n
- The mobile app does not have all the features available in the desktop version<\/li>\n<\/ul>\n
ClickUp pricing\u00a0<\/strong><\/h4>\n
- \n
- Free Forever<\/strong>\u2014works for personal use<\/li>\n
- Unlimited<\/strong>: $7 per month\/user\u2014works for smaller teams<\/li>\n
- Business<\/strong>: $12 per month\/user\u2014works for medium-sized teams<\/li>\n
- Enterprise<\/strong>: Contact for pricing\u2014works for multiple teams<\/li>\n
- ClickUp Brain: <\/strong>Available on all paid plans for $5\/Workspace member\/month<\/li>\n<\/ul>\n
ClickUp ratings and reviews\u00a0<\/strong><\/h4>\n
- \n
- G2:<\/strong> 4.5\/5 (8,000+ reviews)<\/li>\n
- Capterra:<\/strong> 4.7\/5 (3,000+ reviews)<\/li>\n<\/ul>\n
2. CMW Tracker<\/strong><\/h3>\n
![\"\"](\"https:\/\/clickup.com\/blog\/wp-content\/uploads\/2023\/10\/cmw-tracker-app-screenshot-cmw-lab.png\")
via CMW Tracker<\/a><\/figcaption><\/figure>\n CMW Tracker, a cloud-based business process management<\/a> (BPM) software, helps businesses automate workflows, manage tasks, and track progress. It offers features such as process automation, task management, and monitoring and analytics.<\/p>\n
With the CMW Tracker,\u00a0 you can automate business processes, such as CapEx approval management, OpEx management and control, and customer order management. <\/p>\n
You can do this with minimal human intervention, making the process more efficient and scalable.<\/p>\n
CMW Tracker best features<\/strong><\/h4>\n
- \n
- Tailor workflows as per your business objectives<\/li>\n
- Track the progress of documents such as incident reports and change management requests<\/li>\n
- Create apps <\/strong>without coding expertise through drag-and-drop tools<\/li>\n
- Balance collaboration and data security through access control and user groups<\/li>\n
- Access workflows from anywhere<\/li>\n
- Identify bottlenecks and optimize workflows with AI-driven tools<\/li>\n<\/ul>\n
CMW Tracker limitations<\/strong><\/h4>\n
- \n
- Limited integration options<\/li>\n
- Heavy customization required within pre-built solutions<\/li>\n
- A comprehensive task overview is missing<\/li>\n
- No built-in root cause and impact analysis tools<\/li>\n<\/ul>\n
CMW Tracker pricing\u00a0<\/strong><\/h4>\n
- \n
- Custom pricing<\/li>\n<\/ul>\n
<\/strong>CMW Tracker ratings and reviews<\/strong><\/h4>\n- \n
- G2:<\/strong> 4.5\/5 (100+ reviews)<\/li>\n
- Capterra:<\/strong> 4.6\/5 (300+ reviews)<\/li>\n<\/ul>\n
3. Zendesk<\/strong><\/h3>\n
![\"Zendesk](\"https:\/\/clickup.com\/blog\/wp-content\/uploads\/2023\/09\/uc_sample_ticket_ocr_sc-1400x706.png\")
via Zendesk<\/a><\/figcaption><\/figure>\n Zendesk\u2019s Support Suite offers advanced automated help desk features, including a ticketing system<\/a> powered by machine learning. The system analyzes and categorizes customer tickets, using advanced algorithms to anticipate and address disruptions\u2014a key focus area for any problem management team.<\/p>\n
Zendesk\u2019s proactive approach turns problem management into a business opportunity. It offers real-time solutions and understands the issue\u2019s origins.<\/p>\n
Zendesk best features<\/strong><\/h4>\n
- \n
- Simplify issue resolution, leveraging the unified platform\u00a0<\/li>\n
- Manage issues and meet performance standards<\/li>\n
- Safeguard sensitive data with encryption and access control<\/li>\n
- Save time on outreach with the help of AI<\/li>\n
- Stay connected to resolve issues on the go<\/li>\n<\/ul>\n
Zendesk limitations<\/strong><\/h4>\n
- \n
- Setup and customization can be challenging<\/li>\n
- Reviews indicate performance hiccups, such as slow dropdowns and ticket switching<\/li>\n
- Volume-based pricing can lead to increased costs with growing user or ticket volumes<\/li>\n
- Some basic automation features are missing<\/li>\n<\/ul>\n
Zendesk pricing\u00a0<\/strong><\/h4>\n
- \n
- Suite Team<\/strong>: $55 per user\/ month\u00a0<\/li>\n
- Suite Growth<\/strong>: $89 per user\/month<\/li>\n
- Suite Professional<\/strong>: $115 per user\/month<\/li>\n<\/ul>\n
Zendesk <\/strong>ratings and reviews<\/strong><\/h4>\n
- \n
- G2<\/strong>: 4.5\/5 (5,000+ reviews)<\/li>\n
- Capterra<\/strong>: 4.4\/5 (3,000+ reviews)<\/li>\n<\/ul>\n
4. Creatio<\/strong><\/h3>\n
![\"\"](\"https:\/\/clickup.com\/blog\/wp-content\/uploads\/2023\/05\/Creatio.png\")
via Creatio<\/a><\/figcaption><\/figure>\n Creatio is a business process management and low-code platform designed to automate and manage workflows. Creatio offers tools for process automation and collaboration that you can adapt for different IT functions.<\/p>\n
Creatio provides a visual interface for designing workflows and a unified environment for managing the problem management process.<\/p>\n
Creatio best features<\/strong><\/h4>\n
- \n
- Visually map and automate business processes<\/li>\n
- Provides a unified view of interactions, promoting personalized support<\/li>\n
- Reduces manual effort, speeds up task completion, and simplifies business processes<\/li>\n
- Helps with IT incident and request management for improved team interaction<\/li>\n
- Enables issue management on the go<\/li>\n<\/ul>\n
Creatio limitations\u00a0<\/strong><\/h4>\n
- \n
- Some reference materials appear outdated or complex for non-programmers<\/li>\n
- Integrating legacy systems into FreedomUI can be slow<\/li>\n
- Updates might disrupt usage, needing IT intervention for resolutions<\/li>\n
- Achieving advanced customization needs expertise<\/li>\n<\/ul>\n
Creatio pricing\u00a0<\/strong><\/h4>\n
- \n
- Growth: <\/strong>$25 per user\/month<\/li>\n
- Enterprise: <\/strong>$55 per user\/month<\/li>\n
- Unlimited: <\/strong>$85 per user\/month<\/li>\n<\/ul>\n
<\/strong>Creatio ratings and reviews<\/strong><\/h4>\n- \n
- G2:<\/strong> 4.5\/5 (200+ reviews)<\/li>\n
- Capterra:<\/strong> 4.7\/5 (100+ reviews)\u00a0<\/li>\n<\/ul>\n
5. Zoho Desk<\/strong><\/h3>\n
![\"Zoho](\"https:\/\/clickup.com\/blog\/wp-content\/uploads\/2023\/07\/Zoho-Desk.jpg\")
via Zoho Desk<\/a><\/figcaption><\/figure>\n Zoho Desk is a cloud-based helpdesk solution designed to streamline customer support processes. It is not mainly focused on IT problem management but offers features that can be adapted.<\/p>\n
Zoho Desk best features<\/strong><\/h4>\n
- \n
- Prioritizes urgent issues\u00a0<\/li>\n
- Offers all-in-one responses, solutions, updates, and approvals<\/li>\n
- Enables real-time collaboration on tickets<\/li>\n
- Has a single view of essential problem management metrics\u00a0<\/li>\n
- Includes features such as agent collaboration and canned responses for improved communication<\/li>\n<\/ul>\n
Zoho Desk limitations<\/strong><\/h4>\n
- \n
- Offers limited third-party app integrations<\/li>\n
- Not as feature-rich as some mature Service Desk<\/a> offerings<\/li>\n
- Requires a lot of customization<\/li>\n<\/ul>\n
Zoho Desk pricing\u00a0<\/strong><\/h4>\n
- \n
- Free: <\/strong>Free up to 3 agents<\/li>\n
- Express:<\/strong> $7<\/li>\n
- Standard:<\/strong> $14\u00a0<\/li>\n
- Professional:<\/strong> $23<\/li>\n
- Enterprise:<\/strong> $40<\/li>\n<\/ul>\n
Zoho Desk ratings and reviews<\/strong><\/h4>\n
- \n
- G2:<\/strong> 4.5\/5 (4,500+ reviews)<\/li>\n
- Capterra:<\/strong> 4.5\/5 (2,000+ reviews)<\/li>\n<\/ul>\n
6. PagerDuty<\/strong><\/h3>\n
![\"\"](\"https:\/\/clickup.com\/blog\/wp-content\/uploads\/2023\/10\/pagerduty-dashboard-screenshot-1400x703.webp\")
via PagerDuty<\/a><\/figcaption><\/figure>\n PagerDuty is an incident response platform that helps detect and resolve IT incidents. PagerDuty helps minimize downtime and enhances incident resolution efficiency within IT operations.<\/p>\n
PagerDuty best features<\/strong><\/h4>\n
- \n
- Collates alerts from various monitoring tools to manage incidents<\/li>\n
- Enables easy-to-use on-call scheduling to respond to incidents promptly<\/li>\n
- Allows mobile service management and resolution of incidents on the go<\/li>\n
- Helps set policies to route unresolved incidents to the right team<\/li>\n
- Provides insights into incident management trends and performance metrics for continuous improvement<\/li>\n<\/ul>\n
PagerDuty limitations<\/strong><\/h4>\n
- \n
- The UI is complex and requires time to learn<\/li>\n
- A built-in ticketing system is missing<\/li>\n
- Licensing costs are higher than competitors<\/li>\n
- Integrations with open-source IT tools are a little limiting compared to proprietary solutions<\/li>\n<\/ul>\n
PagerDuty pricing\u00a0<\/strong><\/h4>\n
- \n
- Custom pricing<\/li>\n<\/ul>\n
PagerDuty ratings and reviews<\/strong><\/h4>\n
- \n
- G2:<\/strong> 4.4\/5 (800+ reviews)<\/li>\n
- Capterra:<\/strong> 4.6\/5 (400+ reviews)<\/li>\n<\/ul>\n
7. Freshservice<\/strong><\/h3>\n
![\"freshservice](\"https:\/\/clickup.com\/blog\/wp-content\/uploads\/2023\/03\/freshservice-platform-example-1400x852.png\")
Via Freshservice<\/a> <\/figcaption><\/figure>\n Freshservice helps improve service management with a unified platform. It uses AI to offer innovative interactions and broad integrations.\u00a0Freshservice offers a rich API for custom integration, smart analytics, automated workflows, and more.<\/p>\n
Freshservice best features<\/strong><\/h4>\n
- \n
- Resolves issues quickly with robust automation\u00a0<\/li>\n
- Addresses problems effectively with a consolidated view of assets\u00a0<\/li>\n
- Offers a built-in repository to document and resolve recurring problems<\/li>\n
- Enables easy incident and problem reporting through various channels<\/li>\n<\/ul>\n
- Capterra:<\/strong> 4.6\/5 (400+ reviews)<\/li>\n<\/ul>\n
- G2:<\/strong> 4.4\/5 (800+ reviews)<\/li>\n
- Custom pricing<\/li>\n<\/ul>\n
- Capterra:<\/strong> 4.5\/5 (2,000+ reviews)<\/li>\n<\/ul>\n
- Express:<\/strong> $7<\/li>\n
- Requires a lot of customization<\/li>\n<\/ul>\n
- Capterra:<\/strong> 4.7\/5 (100+ reviews)\u00a0<\/li>\n<\/ul>\n
- Enterprise: <\/strong>$55 per user\/month<\/li>\n
- Growth: <\/strong>$25 per user\/month<\/li>\n
- Capterra<\/strong>: 4.4\/5 (3,000+ reviews)<\/li>\n<\/ul>\n
- Suite Growth<\/strong>: $89 per user\/month<\/li>\n
- Suite Team<\/strong>: $55 per user\/ month\u00a0<\/li>\n
- Capterra:<\/strong> 4.6\/5 (300+ reviews)<\/li>\n<\/ul>\n
- G2:<\/strong> 4.5\/5 (100+ reviews)<\/li>\n
- Custom pricing<\/li>\n<\/ul>\n
- Capterra:<\/strong> 4.7\/5 (3,000+ reviews)<\/li>\n<\/ul>\n
- Unlimited<\/strong>: $7 per month\/user\u2014works for smaller teams<\/li>\n
- Free Forever<\/strong>\u2014works for personal use<\/li>\n
- Streamlines sprint planning, task assignment, and priority tracking through ClickUp\u2019s Sprint feature<\/a>\u00a0<\/li>\n
- 2. CMW Tracker<\/a><\/li>\n
- The 10 Best Problem Management Software to Use in 2024<\/a>\n