Emotional Footprint Awards 2021

IT Service Management


SoftwareReviews names OmniTracker ITSM, Ivanti Neurons for ITSM, TeamDynamix ITSM, and Spiceworks Cloud Help 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


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
96Reviews

Ivanti

Ivanti Neurons for ITSM

Ivanti Neurons for ITSM is a flexible and complete cloud-optimized ITSM solution available. It automates workflows, eliminating costly manual processes improving businesses' efficiency, compliancy, and security. Whether it's IT help desk / support ticket solution or need to perform more advanced ITIL service management processes, Ivanti Neurons for ITSM can scale and adapt to meet specific business needs.

8.5

CX Score

CX
Score

+84

Net Emotional Footprint

Net Emotional
Footprint

86

Value Index

VALUE INDEX

3% Negative 87% Positive
Badge Winner
149Reviews

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 88% Positive
Badge Winner
89Reviews

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.

8.5

CX Score

CX
Score

+85

Net Emotional Footprint

Net Emotional
Footprint

84

Value Index

VALUE INDEX

2% Negative 87% Positive
Badge Winner
203Reviews

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.

8.4

CX Score

CX
Score

+83

Net Emotional Footprint

Net Emotional
Footprint

84

Value Index

VALUE INDEX

4% Negative 87% Positive
70Reviews

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.

8.3

CX Score

CX
Score

+83

Net Emotional Footprint

Net Emotional
Footprint

84

Value Index

VALUE INDEX

4% Negative 86% Positive
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.

8.3

CX Score

CX
Score

+83

Net Emotional Footprint

Net Emotional
Footprint

84

Value Index

VALUE INDEX

3% Negative 86% Positive
40Reviews

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.

8.1

CX Score

CX
Score

+82

Net Emotional Footprint

Net Emotional
Footprint

81

Value Index

VALUE INDEX

3% Negative 85% Positive
70Reviews

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.

8.0

CX Score

CX
Score

+77

Net Emotional Footprint

Net Emotional
Footprint

84

Value Index

VALUE INDEX

5% Negative 82% Positive
102Reviews

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

8.0

CX Score

CX
Score

+79

Net Emotional Footprint

Net Emotional
Footprint

81

Value Index

VALUE INDEX

6% Negative 86% Positive
21Reviews

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

+70

Net Emotional Footprint

Net Emotional
Footprint

81

Value Index

VALUE INDEX

6% Negative 76% Positive
27Reviews

BMC Software, Inc.

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

+71

Net Emotional Footprint

Net Emotional
Footprint

80

Value Index

VALUE INDEX

6% Negative 77% Positive
21Reviews

Micro Focus

Service Management Automation X (SMAX)

Machine learning based ITSM software to meet all your service desk and IT service management needs.

7.3

CX Score

CX
Score

+71

Net Emotional Footprint

Net Emotional
Footprint

74

Value Index

VALUE INDEX

8% Negative 80% Positive
22Reviews

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

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.

7.0

CX Score

CX
Score

+62

Net Emotional Footprint

Net Emotional
Footprint

77

Value Index

VALUE INDEX

14% Negative 75% Positive
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

CX Score

CX
Score

+62

Net Emotional Footprint

Net Emotional
Footprint

75

Value Index

VALUE INDEX

6% Negative 68% Positive
21Reviews

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

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