Emotional Footprint Awards 2019

IT Service Management


Software Reviews names Agiloft Service Desk Suite, C2 ATOM, IBM Control Desk, TeamDynamix ITSM, Ivanti IT Service Management, Cherwell Service Management, and OmniTracker ITSM as IT Service Management Emotional Footprint Award Winners.

IT Service Management

Emotional Footprint Awards

Software Reviews Emotional Footprint Awards evaluate and rank products based on emotional response ratings from IT and business professionals. Using our Emotional Footprint methodology, we aggregate emotional footprint 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.

Emotional Footprint 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 Emotional Footprint

Emotional Footprint is scored using our “Net Emotional Footprint” Index. This index tracks responses across 26 dimensions of emotional footprint 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.

Emotional Footprint Leaders


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.

8.5

CX Score

CX
Score

+86

Net Emotional Footprint

Net Emotional
Footprint

84

Value Index

VALUE INDEX

4% Negative 90% Positive
EMOTIONAL FOOTPRINT EMOTIONAL FOOTPRINT 2019
23Reviews

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.

8.4

CX Score

CX
Score

+81

Net Emotional Footprint

Net Emotional
Footprint

87

Value Index

VALUE INDEX

3% Negative 84% Positive
EMOTIONAL FOOTPRINT EMOTIONAL FOOTPRINT 2019
35Reviews

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.

8.3

CX Score

CX
Score

+82

Net Emotional Footprint

Net Emotional
Footprint

84

Value Index

VALUE INDEX

5% Negative 87% Positive