Customer Experience Awards 2018

IT Service Management


SoftwareReviews names TeamDynamix ITSM, OmniTracker ITSM, Agiloft Service Desk Suite, Cherwell Service Management, SysAid, and IBM Control Desk as IT Service Management Customer Experience Award Winners.


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IT Service Management

Customer Experience Awards

The SoftwareReviews Customer Experience Awards evaluate and rank products based on emotional response ratings from IT and business professionals. Our scoring methodology aggregates these ratings across 26 dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.

Customer Experience Awards are proudly founded in 100% user review data and are free of traditional “magical” components such as market presence and analyst opinion, which are opaque in nature and may be influenced by vendor pressure, financial or otherwise.

Read The In-Depth Report

See how each vendor stacks up across each of the 26 emotional response areas, and how they compare against each other. Our Customer Experience Report covers all aspects of the vendor-client relationship.

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30+ pages

Measuring Customer Experience

Customer Experience Award rankings are scored using our “Net Emotional Footprint" index, which tracks responses across 26 emotional response areas that span 5 categories: Purchasing, Service Experience, Product Impact, Vendor Strategy, and Conflict Resolution. The following calculation is done across this index:

% of Positive Reviews - % of Negative Reviews

For clarity, the total percentage of positive, neutral, and negative ratings is shown for each vendor as well.

Customer Experience Leaders


TeamDynamix

TeamDynamix ITSM

TeamDynamix cloud-based project, portfolio, and resource management software is the right fit for higher education. Additionally, TeamDynamix seamlessly integrates full IT Service Management capabilities and offers solid platform capabilities including a "brand-able" self-service portal as well as asset and configuration management. This joint PPM and ITSM platform allows IT to become a strategic "hub" for all work and service management solutions in higher education institutions.

+92

Net Emotional Footprint

Net Emotional
Footprint

Strongest
Positive Emotions

100% Integrity

100% Reliable

100% Unique Features

2% Negative 94% Positive
Badge Winner
39Reviews

Omninet

OmniTracker ITSM

Organise your business processes around your business objectives and not your software! OMNITRACKER adapts flexibly to your processes. The OMNITRACKER applications are added onto the modular business processes platform and completely cover typical business processes. Assemble your OMNITRACKER system using the ready-to-use modules and expand it at any time with further modules. Using the powerful OMNITRACKER tools you can configure all processes easily and even create your own applications.

+85

Net Emotional Footprint

Net Emotional
Footprint

Strongest
Positive Emotions

97% Respectful

96% Effective

96% Integrity

2% Negative 87% Positive
Badge Winner
76Reviews

Agiloft

Agiloft Service Desk Suite

Agiloft's fully integrated applications work together to form a single system of record for all of your IT service processes. You'll have complete, 360-degree control over every process, delivered to you in an efficient and easy-to-understand interface. As your needs and processes change, Agiloft adapts and scales to grow with you, so there is never a risk of outgrowing the system.

+85

Net Emotional Footprint

Net Emotional
Footprint

Strongest
Positive Emotions

100% Generosity

100% Transparent

100% Respectful

3% Negative 88% Positive
Badge Winner
14Reviews

Cherwell

Cherwell Service Management

Cherwell® Service Management is a powerful, flexible IT service management (ITSM) tool that enables IT teams to implement, automate, and modernize service and support processes to meet new and evolving needs—at a fraction of the cost and complexity associated with legacy ITSM tools. The Cherwell platform is exceptionally easy to customize and configure, which means your service desk can be truly "agile." Add new capabilities, integrate easily with third party applications, and extend the benefits of service management to other departments across the organization—in days, not months, and without needing an army of programmers.

+84

Net Emotional Footprint

Net Emotional
Footprint

Strongest
Positive Emotions

97% Reliable

95% Continually Improving

95% Respectful

4% Negative 88% Positive
Badge Winner
61Reviews

SysAid

SysAid

SysAid is an IT service management (ITSM) and help desk software that integrates all the essential IT tools into one Service Desk. Available as a cloud-based or on-premises solution, its rich set of features include a powerful Help Desk, Asset Management, and other easy-to-use tools for analyzing and optimizing help desk performance.

+83

Net Emotional Footprint

Net Emotional
Footprint

Strongest
Positive Emotions

95% Performance Enhancing

95% Reliable

93% Integrity

4% Negative 87% Positive
Badge Winner
44Reviews

IBM

IBM Control Desk

IBM® Control Desk unified IT asset and service management software provides a common control center for managing business processes for both digital and physical assets. It enables control, governance and compliance to applications, endpoints and assets to protect critical data and prevent outages.

+82

Net Emotional Footprint

Net Emotional
Footprint

Strongest
Positive Emotions

99% Respectful

96% Reliable

94% Integrity

5% Negative 87% Positive
Badge Winner
81Reviews

Other Evaluated Vendors


Spiceworks

Spiceworks IT Help Desk

Whether you're working solo in your IT shop or running a national services business, Spiceworks simplifies all the tasks of your typical IT workday. IT Help desk helps you understand and change team behavior and articulate your value to the business as well as helps to share with you ideas & hard-won lessons learned.

+77

Net Emotional Footprint

Net Emotional
Footprint

Strongest
Positive Emotions

95% Reliable

95% Efficient

95% Respectful

3% Negative 80% Positive
21Reviews

ServiceNow

ServiceNow Service Management

IT organizations want to deliver innovative business solutions, not spend time looking after infrastructure. And business users want services to be just as convenient as the ones they use in their personal lives. Our ITSM solutions give you end-to-end visibility into processes and infrastructure through a single system of record for IT. This enables you to consolidate and automate service management processes, increase efficiency, lower costs, and devote more time to innovating and creating the consumer-like self-service experience that users expect.

+67

Net Emotional Footprint

Net Emotional
Footprint

Strongest
Positive Emotions

89% Respectful

88% Enables Productivity

88% Reliable

7% Negative 74% Positive
40Reviews

Zendesk

Zendesk Support

Zendesk streamlines your support with time-saving tools like ticket views, triggers, and automations. This helps you get straight to what matters most – better customer service and more meaningful conversations.

+66

Net Emotional Footprint

Net Emotional
Footprint

Strongest
Positive Emotions

95% Respectful

89% Effective

84% Enables Productivity

10% Negative 76% Positive
19Reviews

Axios Systems

Axios ITSM

Axios Systems is committed to innovation by providing rapid deployment of SaaS & On-Premise ITSM and ITOM software. Its fit-for-purpose solution, assyst, is designed to transform IT departments from technology-focused cost centers into profitable business-focused customer service teams.

+62

Net Emotional Footprint

Net Emotional
Footprint

Strongest
Positive Emotions

94% Respectful

84% Fair

82% Client Friendly Policies

11% Negative 73% Positive
54Reviews

For the full press release, click here. For the full list of vendors in this space, click here.

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