Emotional Footprint Awards 2019

IT Service Management


SoftwareReviews 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.


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IT Service Management

Emotional Footprint Awards

SoftwareReviews 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
Badge Winner
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
Badge Winner
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
Badge Winner
57Reviews

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.

8.3

CX Score

CX
Score

+87

Net Emotional Footprint

Net Emotional
Footprint

78

Value Index

VALUE INDEX

3% Negative 91% Positive
Badge Winner
54Reviews

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.

8.3

CX Score

CX
Score

+92

Net Emotional Footprint

Net Emotional
Footprint

73

Value Index

VALUE INDEX

1% Negative 93% Positive
Badge Winner
23Reviews

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

CX Score

CX
Score

+84

Net Emotional Footprint

Net Emotional
Footprint

80

Value Index

VALUE INDEX

3% Negative 87% Positive
Badge Winner
66Reviews

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

CX Score

CX
Score

+85

Net Emotional Footprint

Net Emotional
Footprint

76

Value Index

VALUE INDEX

2% Negative 87% Positive
Badge Winner
77Reviews

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.

7.9

CX Score

CX
Score

+85

Net Emotional Footprint

Net Emotional
Footprint

72

Value Index

VALUE INDEX

4% Negative 88% Positive
55Reviews

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.

7.8

CX Score

CX
Score

+71

Net Emotional Footprint

Net Emotional
Footprint

84

Value Index

VALUE INDEX

8% Negative 79% Positive
22Reviews

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.

7.3

CX Score

CX
Score

+74

Net Emotional Footprint

Net Emotional
Footprint

71

Value Index

VALUE INDEX

9% Negative 82% Positive
12Reviews

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.

7.1

CX Score

CX
Score

+70

Net Emotional Footprint

Net Emotional
Footprint

72

Value Index

VALUE INDEX

8% Negative 80% Positive
21Reviews

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.

7.0

CX Score

CX
Score

+69

Net Emotional Footprint

Net Emotional
Footprint

71

Value Index

VALUE INDEX

7% Negative 75% Positive
54Reviews

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.

6.8

CX Score

CX
Score

+64

Net Emotional Footprint

Net Emotional
Footprint

71

Value Index

VALUE INDEX

10% Negative 74% Positive
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

CX Score

CX
Score

+29

Net Emotional Footprint

Net Emotional
Footprint

88

Value Index

VALUE INDEX

18% Negative 48% Positive
13Reviews

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.

6.0

CX Score

CX
Score

+64

Net Emotional Footprint

Net Emotional
Footprint

57

Value Index

VALUE INDEX

6% Negative 70% Positive
19Reviews

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

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