Incident Management Buyer's Guide

Here is your comprehensive guide to everything you need to know about when and how to find the best incident management solution for your team

Chapter 7

Evaluating solutions

Starting a trial account or reading the technical documentation are easy ways to learn more about a product, but scheduling a demo or speaking directly with a Solutions Engineer are likely the fastest ways to determine whether a particular tool is the right fit for your team. 

These are some questions we often hear when potential customers are evaluating solutions.

Tooling requirements

  1. Does the solution support these important features? 

    1. Runbooks

    2. Integrations 

    3. API access 

    4. Service catalog 

    5. Service ownership mapping

    1. Communications 

    2. Analytics

    3. Severity assignment 

    4. Change tracking

    5. Retrospectives

    6. Continuous learning

Technical process

  1. How flexible is the platform?

  2. Can I manage my configuration as code?

  3. Can I fit my current process into this tool?

  4. What would I have to change about my processes?

    1. What will I have to shut down?

    2. How does this affect my existing resources - What does this to do researches specifically for-  people, /time, and /money

Tech stack and integrations

  1. Does the solution integrate with my existing tooling? What integrations does the tool offer or plan to offer? 

  2. Are the integrations robust? Are they supported by other vendors?

  3. What tools does this product replace? Do I need to buy or build anything else to ensure that the platform works?

  4. How can I confirm that I won't need to update this with multiple other tools?

Onboarding experience and customer success

  1. How long will it take to get fully onboarded? Is there a self-serve option? 

  2. Do we get/how often are check-ins?

  3. How does my team get support?

Measuring success

  1. How quickly would this solve our existing challenges?

  2. What metrics are important to my business, and would this solution provide the data I need?

    1. Does the tool provide metrics, or do I have to extract them myself)?

  3. Does the solution provide best practices for responding to incidents, and will those best practices work for my organization?


  1. What type of security does this platform include? 

  2. Does it meet my organization’s security requirements?


  1. How does the solution structure their pricing? Is the pricing fair?

  2. Who can use the platform? Who counts as a user vs. and observer (or does that matter in their pricing structure)?

  3. What’s included in the package? Are there add-ons I need to be aware of?

  4. How would it scale in my organization (specifically as the size of the engineering team grows)? Can it support that level of growth?


  1. Will you solve problems that we don’t have yet, but may have in the future?

  2. Can I provide feedback on your product roadmap? Do you have CABs?

  3. How do I make feature requests, and how are those requests handled?

Get an editable spreadsheet of these evaluation questions below

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