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Monitor 24-7

IncidentMonitor

Composite Score

8.1 /10

CX Score

8.4 /10

12 Reviews Write a Review

What is IncidentMonitor?

IncidentMonitor™ is an advanced and flexible ITSM solution. Developed, delivered and supported from our Canadian office. Since 1999 Monitor 24-7 Inc. has developed a healthy user base across the US, Canada and Europe. Functionality, features and best practice templates like 10 ITIL processes, HR processes, customer surveys, etc...are delivered out-of-the-box.

Company Details

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IncidentMonitor Ratings

Real user data aggregated to summarize the product performance and customer experience.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

91 Likeliness to Recommend

100 Plan to Renew

92 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+100 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love IncidentMonitor?

0% Negative

0% Neutral

100% Positive

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Feature Ratings

Average 88

Integrated Knowledge Management

End User Self Serve

Systems Management Integration

Multi-Site Functionality

Multi Device Capability

Technician Administration

Service Catalog

End User Support Solutions

Reporting

Business Application Integration

Integration With IT Tools

Vendor Capability Ratings

Average 87

Vendor Support

Breadth of Features

Availability and Quality of Training

Ease of Data Integration

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Quality of Features

Ease of IT Administration

Business Value Created

Ease of Customization

Ease of Implementation

IncidentMonitor Reviews

Utkarsh C.

Role: C-Level
Industry: Engineering
Involvement: Initial Implementation

Validated Review

Verified Reviewer

Submitted Jul 2022

Awesome features

Likeliness to Recommend

10 /10

What differentiates IncidentMonitor from other similar products?

What differentiates IncidentMonitor™ ITIL Service Desk Software from other similar products is tjat it has almost10 ITIL verified processes. It consist of Workflow designer (for Approvals, routing and if/then/else branches) It also has forms designer for designing the form

What is your favorite aspect of this product?

Favorite aspect of the product os that it manages incidents and service requests, and also handles communication with the users.

What do you dislike most about this product?

No dislikes

What recommendations would you give to someone considering this product?

Customer get a great experience as this is user friendly. It helps in Boosting the Productivity. It also helps in Problem Resolution Good for providing lot of info.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Latest Research

IncidentMonitor

What is IncidentMonitor?

Company Details

Need Assistance?

IncidentMonitor Ratings

91 Likeliness to Recommend

100 Plan to Renew

92 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+100 Net Emotional Footprint

How much do users love IncidentMonitor?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Integrated Knowledge Management Database integrated with ticketing system for sharing information between technicians, single source or able to federate multiple sources into a single search.

End User Self Serve Intuitive portal designed for end users to create incident tickets, request services, and access status and FAQs.

Systems Management Integration APIs available for straightforward integration with multiple systems management tools such as network monitoring to create tickets for action items. May include aggregated alerts, views and dashboards

Multi-Site Functionality Central management of dispersed technicians, multiple time zones, operational hours, and automated shift reassignments.

Multi Device Capability Intuitive interface for any device for any role (end user, technician, approver) providing access via web or native mobile app for end users and technicians.

Technician Administration Easily designed forms, templates, task management, and workflows using codeless customization.

Service Catalog Ability to request products and services through an online catalog that integrates into the ticketing system; may include an app store.

End User Support Solutions Tools to benefit end users such as single sign-on to self-serve, password reset, screen capture in ticket, dynamic FAQ matching to ticket key words.

Reporting Straightforward data storage with ability to create any reports easily. Dashboards for any role with ability to easily build and modify.

Business Application Integration APIs available for straightforward integration with multiple business systems such as ERP or CRM.

Integration With IT Tools Integration with tools to assist the user which enable connection from within the ticket, capturing information as it is created.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

IncidentMonitor Reviews

Utkarsh C.

Awesome features

Likeliness to Recommend

Pros

Title

Feature Ratings

Integrated Knowledge Management

End User Self Serve

Systems Management Integration

Multi-Site Functionality

Multi Device Capability

Technician Administration

Service Catalog

End User Support Solutions

Reporting

Business Application Integration

Integration With IT Tools

Vendor Capability Ratings

Vendor Support

Breadth of Features

Availability and Quality of Training

Ease of Data Integration

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Quality of Features

Ease of IT Administration

Business Value Created

Ease of Customization

Ease of Implementation