Customer Experience Awards 2018

IT Service Management


Software Reviews 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.

IT Service Management

Customer Experience Awards

Software Reviews Customer Experience Awards evaluate and rank products based on emotional response ratings from IT and business professionals. Using our Emotional Footprint methodology, we aggregate customer experience scores 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 dimensions and our thorough evaluation of vendor capabilities, product features, and overall satisfaction.

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Measuring Customer Experience

Customer Experience is scored using our “Net Emotional Footprint” Index. This index tracks responses across 26 dimensions of customer experience that span 5 categories: Purchasing, Service Experience, Product Impact, Vendor Strategy, and Conflict Resolution. Then, 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

2% Negative 94% Positive

Strongest
Positive Emotions

100% Integrity

100% Reliable

100% Unique Features

39Reviews
2018

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

2% Negative 87% Positive

Strongest
Positive Emotions

97% Respectful

96% Effective

96% Integrity

76Reviews