Data Quadrant Awards 2018

IT Service Management


SoftwareReviews names Cherwell Service Management, TeamDynamix ITSM, and OmniTracker ITSM as IT Service Management Data Quadrant Award Winners.


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IT Service Management

Data Quadrant

Data Quadrants 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.

The SoftwareReviews Data Quadrant evaluates and ranks products based on feedback from IT and business professionals. The placement of a software in the Data Quadrant indicates its relative ranking as well as its categorization.

Read The In-Depth Report

A thorough evaluation and ranking of all software in an individual category to compare software across every dimension.

  • user satisfaction rankings
  • |
  • vendor capability comparisons
  • |
  • business value scores
  • |
  • individual feature evaluations
  • |
  • emotional connection to products
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30+ pages

Evaluate the Complete

Software Experience

When distilled down, the software experience is shaped by both the experience with the software and the relationship with the vendor. Evaluating enterprise software along these two dimensions provides a comprehensive understanding of the product and helps identify vendors that can deliver on both.

Product Features and Satisfaction

The satisfaction is captured in the overall satisfaction score, which is driven by the likelihood of users to recommend the software, combined with user satisfaction across top product features.

Vendor Experience and Capabilities

The vendor relationship is calculated in a weighted average of the satisfaction scores tied to vendor capabilities (e.g. software implementation, training, customer support, product roadmap) as well as emotional response ratings toward the vendor (e.g. trustworthy, respectful, fair).

Gold Medalists


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.

8.4

Composite
Score

Composite
Score

+85

Emotional
Footprint

Emotional
Footprint

90%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
49Reviews

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.

8.4

Composite
Score

Composite
Score

+92

Emotional
Footprint

Emotional
Footprint

89%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
38Reviews

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.

8.2

Composite
Score

Composite
Score

+85

Emotional
Footprint

Emotional
Footprint

86%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
73Reviews

Vendor Capability Awards


Availability and Quality of Training

Spiceworks IT Help Desk

Badge Winner

Breadth of Features

Cherwell Service Management

Badge Winner

Business Value Created

Cherwell Service Management

Badge Winner

Ease of Customization

Cherwell Service Management

Badge Winner

Ease of Data Integration

Spiceworks IT Help Desk

Badge Winner

Ease of IT Administration

Cherwell Service Management

Badge Winner

Ease of Implementation

Spiceworks IT Help Desk

Badge Winner

Product Strategy and Rate of Improvement

TeamDynamix ITSM

Badge Winner

Quality of Features

Cherwell Service Management

Badge Winner

Usability and Intuitiveness

Spiceworks IT Help Desk

Badge Winner

Vendor Support

TeamDynamix ITSM

Badge Winner

Vendor Capability Awards


Availability and Quality of Training

Spiceworks IT Help Desk


Breadth of Features

Cherwell Service Management


Business Value Created

Cherwell Service Management


Ease of Customization

Cherwell Service Management


Ease of Data Integration

Spiceworks IT Help Desk


Ease of IT Administration

Cherwell Service Management


Ease of Implementation

Spiceworks IT Help Desk


Product Strategy and Rate of Improvement

TeamDynamix ITSM


Quality of Features

Cherwell Service Management


Usability and Intuitiveness

Spiceworks IT Help Desk


Vendor Support

TeamDynamix ITSM


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.

7.9

Composite
Score

Composite
Score

+76

Emotional
Footprint

Emotional
Footprint

83%

Likeliness to
Recommend

Likeliness
to Recommend

18Reviews

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.

7.3

Composite
Score

Composite
Score

+71

Emotional
Footprint

Emotional
Footprint

81%

Likeliness to
Recommend

Likeliness
to Recommend

23Reviews

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.

6.9

Composite
Score

Composite
Score

+62

Emotional
Footprint

Emotional
Footprint

84%

Likeliness to
Recommend

Likeliness
to Recommend

22Reviews

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

About Gold Medal Awards and Software Reports

SoftwareReviews Gold Medal Awards recognize outstanding vendors in the technology marketplace as evaluated by their users. Gold Medals are the capstone of an in-depth software evaluation report, and awarded using a proprietary, transparent methodology based on a composite satisfaction score that averages four different areas of evaluation: Net Emotional Footprint, Vendor Capabilities, Product Features, and Likeliness to Recommend. The Net Emotional Footprint Score measures user emotional response ratings of the vendor (e.g. trustworthy, respectful, fair). The top 5 vendors in a software category are eligible for awards pending composite scores achieve a sufficiently high satisfaction threshold.

Software Reports present comprehensive evaluations of software vendors on the above elements. Software buyers can use this data to make more informed, data-driven software purchasing and renewal decisions.

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