--- description: Review of IncidentMonitor Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice Ireland. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: IncidentMonitor | Reviews, Pricing & Demos - SoftwareAdvice IE --- Breadcrumb: [Home](/) > [Higher Education CRM Software](/directory/3231/higher-education/software) > [IncidentMonitor](/software/27724/incidentmonitor) # IncidentMonitor Canonical: https://www.softwareadvice.ie/software/27724/incidentmonitor Page: 1 / 2\ Next: [Next page](https://www.softwareadvice.ie/software/27724/incidentmonitor?page=2) > IncidentMonitor is an information technology service management (ITSM) solution to support IT, ITIL and other business processes. It can be deployed on-premise or hosted in the cloud. The service management framework offers ITIL process templates with an integrated workflow process designer, self-service portal and service catalog forms designer to customize and extend the solution. Key features include ITSM, customer service and support, help desk, service catalog, web self-service, knowledge base, live chat and field service functionality. Performance metrics are available through dashboards, canned reports, report query tool and export features. Reports are available in PDF, HTML, or XLS. The open integration functionalities enable users to broker service requests and engage partners. IncidentMonitor runs on a Windows operating system. Clients can access the solution remotely via mobile applications for iOS and Android devices. Support is available via online service desk, phone and email. > > Verdict: Rated **4.1/5** by 7 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.1/5** | 7 Reviews | | Ease of Use | 4.3/5 | Based on overall reviews | | Customer Support | 4.5/5 | Based on overall reviews | | Value for Money | 3.5/5 | Based on overall reviews | | Features | 3.3/5 | Based on overall reviews | | Recommendation percentage | 60% | (6/10 Likelihood to recommend) | ## About the vendor - **Company**: Monitor 24-7 - **Location**: Scarborough, Canada - **Founded**: 1999 ## Commercial Context - **Starting Price**: US$36.00 - **Pricing model**: Per Feature (Free Trial) - **Pricing Details**: Request a demo to receive full pricing quote. - **Target Audience**: 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Windows (Desktop), Windows (On-Premise), Linux (On-Premise) - **Supported Languages**: Dutch, English - **Available Countries**: Canada, United States ## Features - Activity Dashboard - Alerts/Escalation - Alerts/Notifications - Analytics - Approval Process Control - Asset Lifecycle Management - Asset Tracking - Assignment Management - Automated Routing - Availability Management - CMDB - Catalog Management - Change Management - Chat/Messaging - Client Portal - Configurable Workflow - Configuration Management - Contract/License Management - Customer Database - Customisable Branding ## Support Options - Email/Help Desk - Knowledge Base - 24/7 (Live rep) - Chat ## Category - [Higher Education CRM Software](https://www.softwareadvice.ie/directory/3231/higher-education/software) ## Related Categories - [Higher Education CRM Software](https://www.softwareadvice.ie/directory/3231/higher-education/software) - [Pharmaceutical CRM Software](https://www.softwareadvice.ie/directory/343/pharmaceutical-crm/software) - [Mortgage CRM Software](https://www.softwareadvice.ie/directory/345/mortgage-crm/software) - [IT Ticketing Systems](https://www.softwareadvice.ie/directory/1630/it-ticketing/software) - [Banking CRM Software](https://www.softwareadvice.ie/directory/336/banking-crm/software) ## Alternatives 1. [ManageEngine ServiceDesk Plus](https://www.softwareadvice.ie/software/360387/manageengine-servicedesk-plus) — 4.4/5 (231 reviews) 2. [SysAid](https://www.softwareadvice.ie/software/158389/sysaid-it-crm) — 4.5/5 (519 reviews) 3. [Issuetrak](https://www.softwareadvice.ie/software/318585/issuetrak) — 4.6/5 (205 reviews) 4. [SolarWinds Service Desk](https://www.softwareadvice.ie/software/30413/samanage) — 4.6/5 (577 reviews) 5. [OTRS](https://www.softwareadvice.ie/software/75465/otrs) — 4.4/5 (96 reviews) ## Reviews ### "Amazing support team" — 5.0/5 > **Verified Reviewer** | *25 March 2021* | Internet | Recommendation rating: 8.0/10 > > **Pros**: I was pleasantly surprised with the professionalism and responsiveness of the customer support team. The software itself is easy to use and easy to customize. > > **Cons**: The feature list could be updated and improved. ----- ### "I love this product\!" — 5.0/5 > **Claire** | *15 November 2016* | Information Technology & Services | Recommendation rating: 10.0/10 > > **Pros**: The fact that I can configure it myself. My previous experience is to send our configuration changes off and wait for approval, then someone to do the work. That can take months. I can do the work quickly and efficiently. The people on the support side are great people and do their best to accommodate you and your time commitment. > > **Cons**: Having worked with it for many years, there isn't much I don't know about the product. If I had to say anything, I would like to see the option to choose the color of each project because when you link one project to another, it can be difficult to know where you are as all projects look the same. Can be a bit confusing if you are not paying attention - however, that is a small thing overall. > > 10 years ago, I was asked to research \& purchase a software tracking system for a new helpdesk I was implementing. During the initial demo, all questions were answered with "yes, we can do that" and this application accepts and processes email - how great is that\! Shortly after implementing the product, we were amalgamated into 5 different ministries, with 5 different helpdesk processes. We did a review \& again, this product came out on top. The application has grown \& improved over the years. I still love it and our clients are really happy with what we've done, via customer surveys that we implemented. There are so many things this application can do so it takes time to understand everything, but once you do, WOW there is no end to it. I now support it full time as there is so much more to do and I can configure it to suit my ministry's needs. Over the years, my organization has made requests for special configuration changes and the answer is still "yes, we can do that" and they do it. A recent comment I heard was "isn't it nice that we can make these configuration changes ourselves instead of having to send them off and wait months to get them done." The price includes all the modules so there is no "add ons" and no additional costs or surprises. If you purchase this product, there is no looking back\! ----- ### "Barely acceptable" — 2.0/5 > **Ron** | *9 November 2016* | Computer Software | Recommendation rating: 1.0/10 > > **Pros**: Can't think of anything > > **Cons**: well, pretty much everything. The UI and UX are simply horrible. Dread using this software, but am forced by one of my clients. > > When a client of mine told me they were getting a new incident management system, I was excited. Until I saw and used IM. Maybe this was top-drawer 15 years ago. But, by today's standards it falls short. For general look-and-feel think Windows 95 and Classic ASP. If you wondered why all of the screenshots are blurred... Looks aside, usability and functional workflow is just a mess. Frustrating, dreadful stuff. ----- ### "It sounded too good to be true" — 5.0/5 > **Carmine** | *25 May 2016* > > It sounded way too good to be true. They promised us a lot of functionality for a price that seemed unbelievable. Well, I was wrong. They delivered what they said they would in the short project timeline. We were really impressed with their professionalism and positive get it done attitude. We never heard "we can't do that". They always had options to provide the functionality we needed. Their forms designer and workflow designer are all you really need to get the job done. We really loved the custom web portal that we could design ourselves very easily. It really makes it simple for our users. Pros - Design your service interface with a kiosk like feel - Design just about any form with no coding - Design any workflow with no coding - Person, group, vote or multi-level approvals - Service targets all policy based and simple to set up - Multi-lingual so all communication in user's language - Integration with other business systems is seamless - Web services / XML etc allow other systems to integrate - Host multiple help desks easily and securely - Messaging is simple and very customizable - E-mail integration is excellent - Windows, web and mobile client software - Simple administration and operation Cons - There are a lot of features in this product that can take some time to get your head around what is possible with this software ----- ### "Easy to use and easy to adapt to our corporate standards, process flows and design" — 5.0/5 > **Darrell** | *25 May 2016* > > The great thing is that IncidentMonitor easily adapts to our business. It came with lots of free itil process templates. But as we have our own process flows we needed to adapt the flows. This was very simple to do with what they call the workflow and process designer. With the last update we also were also able to create multiple self service portals using logo's from our customers. They love it. With the service catalog designer we created smart forms and published those in the portals. the cons are that the tool offers so much that we probably don't use all. But I don't know if that really is a con. Overall great tool. Support from Monitor 24-7 is very personal. Usually we get direct access to people who know what they are talking about. ----- Page: 1 / 2\ Next: [Next page](https://www.softwareadvice.ie/software/27724/incidentmonitor?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.ie/software/27724/incidentmonitor) ## This page is available in the following languages | Locale | URL | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | ----- ## Structured Data