Emotional Footprint Awards 2020

IT Service Management


SoftwareReviews names TeamDynamix ITSM, OmniTracker ITSM, Cherwell Service Management, SysAid, and IBM Control Desk 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


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

CX Score

CX
Score

+85

Net Emotional Footprint

Net Emotional
Footprint

85

Value Index

VALUE INDEX

3% Negative 89% Positive
Badge Winner
76Reviews

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.

8.5

CX Score

CX
Score

+87

Net Emotional Footprint

Net Emotional
Footprint

83

Value Index

VALUE INDEX

1% Negative 88% Positive
Badge Winner
95Reviews

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.

8.4

CX Score

CX
Score

+82

Net Emotional Footprint

Net Emotional
Footprint

87

Value Index

VALUE INDEX

3% Negative 84% Positive
Badge Winner
84Reviews

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.

8.4

CX Score

CX
Score

+85

Net Emotional Footprint

Net Emotional
Footprint

84

Value Index

VALUE INDEX

3% Negative 87% Positive
Badge Winner
60Reviews

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.

8.4

CX Score

CX
Score

+83

Net Emotional Footprint

Net Emotional
Footprint

84

Value Index

VALUE INDEX

4% Negative 88% Positive
Badge Winner
63Reviews

Other Evaluated Vendors


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.

8.3

CX Score

CX
Score

+81

Net Emotional Footprint

Net Emotional
Footprint

84

Value Index

VALUE INDEX

3% Negative 85% Positive
37Reviews

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.

8.2

CX Score

CX
Score

+85

Net Emotional Footprint

Net Emotional
Footprint

79

Value Index

VALUE INDEX

3% Negative 88% Positive
24Reviews

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.

8.2

CX Score

CX
Score

+79

Net Emotional Footprint

Net Emotional
Footprint

84

Value Index

VALUE INDEX

4% Negative 83% Positive
43Reviews

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.

7.7

CX Score

CX
Score

+76

Net Emotional Footprint

Net Emotional
Footprint

78

Value Index

VALUE INDEX

4% Negative 81% Positive
31Reviews

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.

7.6

CX Score

CX
Score

+71

Net Emotional Footprint

Net Emotional
Footprint

81

Value Index

VALUE INDEX

6% Negative 77% Positive
23Reviews

BMC

BMC Helix ITSM

BMC Helix ITSM is industry-leading service management that uses cognitive automation technologies to transform best-practice ITSM principles you’ve come to appreciate from Remedy, delivered on your choice of cloud.

7.6

CX Score

CX
Score

+70

Net Emotional Footprint

Net Emotional
Footprint

81

Value Index

VALUE INDEX

8% Negative 78% Positive
18Reviews

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.

7.5

CX Score

CX
Score

+70

Net Emotional Footprint

Net Emotional
Footprint

79

Value Index

VALUE INDEX

6% Negative 75% Positive
70Reviews

Atlassian

Jira Service Desk

Jira Service Desk provides ITIL-certified templates for incident, problem, and change management that you can use out-of-the-box or customize.

7.2

CX Score

CX
Score

+67

Net Emotional Footprint

Net Emotional
Footprint

77

Value Index

VALUE INDEX

11% Negative 78% Positive
14Reviews

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.

7.1

CX Score

CX
Score

+64

Net Emotional Footprint

Net Emotional
Footprint

78

Value Index

VALUE INDEX

10% Negative 74% Positive
56Reviews

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

+69

Net Emotional Footprint

Net Emotional
Footprint

74

Value Index

VALUE INDEX

9% Negative 79% Positive
21Reviews

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.

7.1

CX Score

CX
Score

+64

Net Emotional Footprint

Net Emotional
Footprint

77

Value Index

VALUE INDEX

13% Negative 77% Positive
27Reviews

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

6.4

CX Score

CX
Score

+57

Net Emotional Footprint

Net Emotional
Footprint

69

Value Index

VALUE INDEX

8% Negative 66% Positive
18Reviews

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

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