Data Quadrant Awards 2020

IT Service Management


SoftwareReviews names TeamDynamix ITSM, OmniTracker ITSM, Cherwell Service Management, and IBM Control Desk 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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IT Service Management Data Quadrant

Note The axes ranges are dynamically adjusted based on minimum and maximum values in the dataset

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


TeamDynamix

TeamDynamix ITSM

TeamDynamix offers a combined Service & Project Management platform: ticketing, incidents, problems, asset / configuration, change management and project portfolio management – all in one. The solution is highly flexible and configurable – configured to YOUR level of ITIL adoption – with a WCAG 2.0 AA compliant portal branded to YOUR company. Project Portfolio Management as you like it – use waterfall, agile, card wall or task lists – depending on the project type. The platform is easy to use, own & operate – with no coding/scripting. Webhooks & APIs accommodate integration and all is supported by a full service implementation & support team at TeamDynamix.

8.5

Composite
Score

Composite
Score

+88

Emotional
Footprint

Emotional
Footprint

90%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
70Reviews

Cherwell Software

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.

8.2

Composite
Score

Composite
Score

+83

Emotional
Footprint

Emotional
Footprint

88%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
71Reviews

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.

8.2

Composite
Score

Composite
Score

+83

Emotional
Footprint

Emotional
Footprint

84%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
64Reviews

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.

8.1

Composite
Score

Composite
Score

+87

Emotional
Footprint

Emotional
Footprint

86%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
96Reviews

Vendor Capability Awards


Availability and Quality of Training

OmniTracker ITSM

Badge Winner

Breadth of Features

Agiloft Service Desk Suite

Badge Winner

Business Value Created

Cherwell Service Management

Badge Winner

Ease of Customization

Cherwell Service Management

Badge Winner

Ease of Data Integration

Agiloft Service Desk Suite

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

IBM Control Desk

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

OmniTracker ITSM


Breadth of Features

Agiloft Service Desk Suite


Business Value Created

Cherwell Service Management


Ease of Customization

Cherwell Service Management


Ease of Data Integration

Agiloft Service Desk Suite


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

IBM Control Desk


Usability and Intuitiveness

Spiceworks IT Help Desk


Vendor Support

TeamDynamix ITSM


Other Evaluated Vendors


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.

8.0

Composite
Score

Composite
Score

+83

Emotional
Footprint

Emotional
Footprint

85%

Likeliness to
Recommend

Likeliness
to Recommend

55Reviews

C2 Enterprise

C2 ATOM

C2 ATOM is an all-in-one service desk software to easily manage requests, assets and tasks through a codeless ITIL-Ready platform. This IT service management solution is a powerful tool allowing your teams to collaborate and provide great service for the whole organization. It’s also a quick-to-install ITSM tool built for reaching your ultimate automation potential, whether you provide internal IT support, customer service or managed services.

8.0

Composite
Score

Composite
Score

+80

Emotional
Footprint

Emotional
Footprint

87%

Likeliness to
Recommend

Likeliness
to Recommend

33Reviews

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.

8.0

Composite
Score

Composite
Score

+78

Emotional
Footprint

Emotional
Footprint

86%

Likeliness to
Recommend

Likeliness
to Recommend

29Reviews

Ivanti

Ivanti IT Service Management

Gain all the ITSM functionality you need—problem, change and release management, configuration management, incident management, issue tracking, and more. Sustain an enterprise-class service management operation in a solution that’s easy to use and own.

8.0

Composite
Score

Composite
Score

+85

Emotional
Footprint

Emotional
Footprint

84%

Likeliness to
Recommend

Likeliness
to Recommend

23Reviews

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.

8.0

Composite
Score

Composite
Score

+79

Emotional
Footprint

Emotional
Footprint

84%

Likeliness to
Recommend

Likeliness
to Recommend

23Reviews

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

+78

Emotional
Footprint

Emotional
Footprint

82%

Likeliness to
Recommend

Likeliness
to Recommend

27Reviews

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.

7.4

Composite
Score

Composite
Score

+69

Emotional
Footprint

Emotional
Footprint

79%

Likeliness to
Recommend

Likeliness
to Recommend

66Reviews

BMC

BMC Remedy 9

BMC Service Management combines modern, mobile service desk solutions, service-aware data center discovery, and IT operations automation with out-of-the-box ITIL® for a superior IT experience. Delivered from the BMC cloud or your own data center.

7.4

Composite
Score

Composite
Score

+68

Emotional
Footprint

Emotional
Footprint

76%

Likeliness to
Recommend

Likeliness
to Recommend

17Reviews

Micro Focus

Micro Focus SMA

Micro Focus Service Management Automation (SMA) provides a modern user experience for self-service, automates IT and Enterprise Service Management with machine learning and analytics, and offers customers the choice between physical, virtual and cloud deployments.

7.3

Composite
Score

Composite
Score

+71

Emotional
Footprint

Emotional
Footprint

76%

Likeliness to
Recommend

Likeliness
to Recommend

21Reviews

ManageEngine

Manage Engine ServiceDesk Plus

ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity.

7.2

Composite
Score

Composite
Score

+64

Emotional
Footprint

Emotional
Footprint

81%

Likeliness to
Recommend

Likeliness
to Recommend

21Reviews

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.

6.9

Composite
Score

Composite
Score

+65

Emotional
Footprint

Emotional
Footprint

76%

Likeliness to
Recommend

Likeliness
to Recommend

56Reviews

BMC

FootPrints

BMC FootPrints is easy to own, use and extend. Create personalized working experiences for your employees and IT that increase their productivity. Administrators can quickly configure end-to-end business services for IT and beyond. BMC FootPrints integrates easily with other systems such as BMC Client Management, Active Directory, any SQL Database, and more. With configurable capabilities that streamline the automation of service delivery, FootPrints improves employee satisfaction and IT's reputation with your business users

6.5

Composite
Score

Composite
Score

+57

Emotional
Footprint

Emotional
Footprint

66%

Likeliness to
Recommend

Likeliness
to Recommend

18Reviews

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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