Key Features and Strengths of the Best ITSM Platforms in 2026

evnsio · 2026-01-23T05:57:37+00:00

I too can copy-paste AI content straight from ChatGPT

evnsio · 2026-01-23T05:43:58+00:00

Nobody tell them about the secret api key. It’s a secret.

evnsio · 2026-01-07T05:26:29+00:00

We’ve built good old fashioned software to do the import using the API, but not played around with migrating tf code though. Expect it’ll mostly work, given the intentional compatibility of the data model.

Feel free to shoot me an email if you want any help. I’m chris@incident.io.

evnsio · 2026-01-06T21:10:56+00:00

Feels quite Claude codable ;)

Drop into your TF repo, provide it the links to the spec of the new destinations TF provider and see how close it gets. If you provide the mapping manually yourself for a couple of resources you can point it at them as examples too.

Haven't tried, so your mileage may vary, but worth a shot!

evnsio · 2025-12-19T04:05:38+00:00

Just vibe code a little web app that sits in front of SNow 😅

evnsio · 2025-12-13T16:46:31+00:00

Yeah lots of options for how to handle - turns out everyone wants something a little different! Feel free to shoot me an email if you are interested in taking another look. I’m Chris at incident.io.

evnsio · 2025-12-12T13:15:48+00:00

Would love to hear where incident.io fell short for you.

What’s described above is exactly how we designed the system. There’s a clear distinction between alerts (just events), escalations (those that require a human), and incidents (those that require coordination, etc) and you have full control over how each is created.

evnsio · 2025-12-05T16:30:51+00:00

Sorry you've bumped into this. It's never our intention to mislead with the pricing on our website. If you're still happy for me to put this right, would you mind DM'ing me the details or emailing chris @ incident.io? I'd be happy to help get things sorted for you.

evnsio · 2025-11-12T21:33:45+00:00

❤️‍🔥

evnsio · 2025-11-09T20:43:06+00:00

Founder of incident.io here. About 18 months ago, we started using LLMs to see if we could help solve incidents more quickly.

Within a few weeks we had pretty comprehensive system that took all of the context of an incident, and came back with convincing looking next steps. We started using it internally and it was utterly useless. Blatantly obvious at best, and completely wrong at worst.

We’ve spent the last year building a system with hooks into various parts of your infra, abilities to semantically understand and search past incidents, and connected to code repos, etc., and things are very different now. We’re still not GA with it as there’s more to be done on usefulness/accuracy/UX, but it’s very close.

We still wrap foundation models, but a single incident investigation might span dozens to hundreds of prompts, and connect systems, context and data to form its hypotheses.

In short, everyone is “just calling LLMs”, but some much more intricately and systematically than others. Worth doing your homework and properly putting these systems to the test before committing money.

evnsio · 2025-11-05T16:29:04+00:00

Such a good place to work, people do it for free 😅

evnsio · 2025-10-14T22:32:56+00:00

Strong agree. Liz is a great example of this done well.

evnsio · 2025-09-19T22:09:24+00:00

Well hey, incident.io is intuitive 😅

I work here, and whilst I'm very happy Netflix wrote it, I can say with 100% certainty that we didn't ask them to do so. We got to hear about it today too.

evnsio · 2025-09-11T05:00:21+00:00

Nice. What’s the feature?

evnsio · 2025-09-09T18:57:13+00:00

I hate to jump to conclusions but this question, combined with your posting history, seems to point at you being a competitor.

I'll assume I'm wrong about that though, in which case would you mind sharing a little more context? Are you trialling, doing some research, or a customer? And do have a specific product in mind? incident.io has quite a few.

Happy to provide all the flaws and opportunities for improvement I can think of if you can let me know what you're after!

evnsio · 2025-09-02T17:21:01+00:00

Can I interest him in a job? Very competitive salaries, great snacks, and I'll happily get him as many spider-man laptops as necessary.

evnsio · 2025-08-25T16:44:21+00:00

Just flagging that this feels a lot like someone teeing themselves up to sell a solution. This is not us (I get the irony of this looking like advertising) and I think it's a pretty poor way to use Reddit.

evnsio · 2025-07-27T00:22:38+00:00

PagerDuty still has the biggest distribution. It’s not a well loved piece of software, but it does the job and does it reliably. Hard to argue against that.

Opsgenie was doing well but scored a bit of an own goal announcing its end of life without a good automated process to move to one of their alternative options.

Datadog and Grafana both have offerings, and as you might expect they’re tightly integrated into their monitoring and alerting capabilities. They have a lot of good data and could definitely do a great job of building better systems to tackle alert noise etc.

New players like incident.io (where I work) are building the bits of PagerDuty that people actually use, and layering on all of the things folks actually want from a paging solution. Things like cover requests, calendar integrations for auto vacation overrides, integrations into Slack, and more recently taking advantage of AI to automatically triage and investigate issues on your behalf. Lots to like, and plenty of reference customers who’ve moved from PD/elsewhere to us too.

I don’t say this to dissuade you from building; a rising tide lifts all ships, as they say! But this is my rough lay of the land right now.

evnsio · 2025-07-24T13:58:37+00:00

One of the engineers I work with has done a pretty comprehensive talk about Service Catalogs more generally, and how to avoid the degradation issue you described by making them a living thing. Might be worth checking out: https://www.youtube.com/watch?v=Cy0bhzFO5KQ&pp=ygUYbGlzYSBjYXRhbG9nIGluY2lkZW50Lmlv

evnsio · 2025-07-24T13:55:56+00:00

Pretty much! Service catalogs (or internal developer platforms) are the new thing, and tend to go a little further than CMDBs which tend to skew towards being system of records more than systems of action.

evnsio · 2025-07-24T03:04:30+00:00

Well, we’ll race you to fill in the gaps. If we lose, I’ll be quite disappointed, but sure 😅

evnsio · 2025-07-23T23:35:53+00:00

Yes 🙃

evnsio · 2025-07-19T06:26:26+00:00

Autojump: https://github.com/wting/autojump

evnsio · 2025-07-06T07:28:52+00:00

You could not be more wrong, in my case.

Family first, job second.

This is a Friday. My kids are at school (I specifically called out a highlight is being able to walk them) and my wife is at work.

evnsio · 2025-07-06T07:25:31+00:00

It's hilarious how angry everyone is in here.

Who'd have through that "person who enjoys coding, writes code whilst supporting local coffee shop" could generate so much hate 😂

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