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Data Quadrant Awards 2022

IT Service Management - Midmarket


SoftwareReviews names TeamDynamix ITSM, Freshservice, and C2 ATOM as IT Service Management - Midmarket Data Quadrant Award Winners.


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IT Service Management - Midmarket

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

IT Service Management - Midmarket 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.

8.4

Composite
Score

Composite
Score

+86

Emotional
Footprint

Emotional
Footprint

87%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
98Reviews

Freshworks

Freshservice

Your service desk software is supposed to make supporting users easier, not harder. Since Freshservice is 100% on the cloud, there is nothing to install, maintain or babysit. Login from just about any device, anywhere, and deliver exceptional IT service to your users all day, every day.

8.3

Composite
Score

Composite
Score

+84

Emotional
Footprint

Emotional
Footprint

88%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
22Reviews

Sherweb Inc

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.

8.2

Composite
Score

Composite
Score

+87

Emotional
Footprint

Emotional
Footprint

87%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
52Reviews

Vendor Capability Awards


Availability and Quality of Training

C2 ATOM

Badge Winner

Breadth of Features

Agiloft Flexible ITIL Service Desk

Badge Winner

Business Value Created

TeamDynamix ITSM

Badge Winner

Ease of Customization

Zendesk for Service

Badge Winner

Ease of Data Integration

Agiloft Flexible ITIL Service Desk

Badge Winner

Ease of IT Administration

Freshservice

Badge Winner

Ease of Implementation

Spiceworks Cloud Help Desk

Badge Winner

Product Strategy and Rate of Improvement

TOPdesk ITSM

Badge Winner

Quality of Features

IBM Control Desk

Badge Winner

Usability and Intuitiveness

Jira Service Management

Badge Winner

Vendor Support

TeamDynamix ITSM

Badge Winner

Vendor Capability Awards


Availability and Quality of Training

C2 ATOM


Breadth of Features

Agiloft Flexible ITIL Service Desk


Business Value Created

TeamDynamix ITSM


Ease of Customization

Zendesk for Service


Ease of Data Integration

Agiloft Flexible ITIL Service Desk


Ease of IT Administration

Freshservice


Ease of Implementation

Spiceworks Cloud Help Desk


Product Strategy and Rate of Improvement

TOPdesk ITSM


Quality of Features

IBM Control Desk


Usability and Intuitiveness

Jira Service Management


Vendor Support

TeamDynamix ITSM


Other Evaluated Vendors


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.

8.1

Composite
Score

Composite
Score

+81

Emotional
Footprint

Emotional
Footprint

83%

Likeliness to
Recommend

Likeliness
to Recommend

69Reviews

TOPdesk

TOPdesk ITSM

If you manage an IT department, you're always busy. You help with forgotten passwords, sudden network problems, and equipment requests – preferably sooner than later. What if you could take away this pressure on your service desk? TOPdesk's ITSM tool is an easy way to automate your ITSM processes. Increase efficiency, reduce costs, make your customers happy.

8.1

Composite
Score

Composite
Score

+84

Emotional
Footprint

Emotional
Footprint

89%

Likeliness to
Recommend

Likeliness
to Recommend

20Reviews

Spiceworks

Spiceworks Cloud Help Desk

Keep up with user requests, whether phone calls, emails, or web portal, we'll help you get ahead of the next fire drill. Setup is easier than a reboot! After all, no sense wasting a bunch of time learning how to use your help desk software. First ticket management software? No problem — work tickets in minutes and tackle issues in no time.

8.1

Composite
Score

Composite
Score

+85

Emotional
Footprint

Emotional
Footprint

87%

Likeliness to
Recommend

Likeliness
to Recommend

206Reviews

Zendesk

Zendesk for Service

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

+79

Emotional
Footprint

Emotional
Footprint

83%

Likeliness to
Recommend

Likeliness
to Recommend

62Reviews

SysAid

SysAid ITSM

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.

7.9

Composite
Score

Composite
Score

+80

Emotional
Footprint

Emotional
Footprint

85%

Likeliness to
Recommend

Likeliness
to Recommend

70Reviews

Atlassian

Jira Service Management

Jira Service Management empowers Dev and Ops teams to collaborate at high-velocity, so they can respond to business changes and deliver great customer and employee service experiences fast

7.8

Composite
Score

Composite
Score

+77

Emotional
Footprint

Emotional
Footprint

82%

Likeliness to
Recommend

Likeliness
to Recommend

24Reviews

ManageEngine

ManageEngine 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.

7.4

Composite
Score

Composite
Score

+70

Emotional
Footprint

Emotional
Footprint

85%

Likeliness to
Recommend

Likeliness
to Recommend

29Reviews

Agiloft

Agiloft Flexible ITIL Service Desk

The Flexible ITIL Service Desk is an alternative version of the Flexible Service Desk Suite. It includes all of the elements of the standard suite, integrated with ITIL terminology and preconfigured to include processes for Service Requests, Incidents, Problems, Change Requests, Configuration Items, Purchase Requests, and more.

7.3

Composite
Score

Composite
Score

+61

Emotional
Footprint

Emotional
Footprint

80%

Likeliness to
Recommend

Likeliness
to Recommend

27Reviews

BMC Software, Inc.

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

6.9

Composite
Score

Composite
Score

+61

Emotional
Footprint

Emotional
Footprint

72%

Likeliness to
Recommend

Likeliness
to Recommend

21Reviews

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).

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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