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2024 State of Incident Management Report

Executive summary

Atlassian’s 2024 State of Incident Management research study surveyed over 500 software developers, IT professionals, and IT decision makers (ITDMs) across the US about IT Service Management (ITSM), with a focus on the practice of incident management.

Despite a volatile market (rising stocks and workforce reductions) this year’s report showed that in 2024 companies are using more tools than ever to manage incidents. Additionally despite a healthy dose of skepticism, most are doubling down on investing in artificial intelligence.

Key takeaways

    How your tools and processes measure up to the current state of incident management

    Pain points and areas for improvement for incident managers

    The role of automation and AI within incident management processes

    What the future looks like for incident management