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Emotional Footprint Awards 2022

IT Service Management - Enterprise


SoftwareReviews names TeamDynamix ITSM, Ivanti Neurons for ITSM, and OMNITRACKER as IT Service Management - Enterprise Emotional Footprint Award Winners.


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IT Service Management - Enterprise

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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30+ pages

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.

8.7

CX Score

CX
Score

+87

Net Emotional Footprint

Net Emotional
Footprint

86

Value Index

VALUE INDEX

3% Negative 90% Positive
Badge Winner
113Reviews

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

+85

Net Emotional Footprint

Net Emotional
Footprint

86

Value Index

VALUE INDEX

2% Negative 87% Positive
Badge Winner
158Reviews

Omninet

OMNITRACKER

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
99Reviews

Other Evaluated Vendors


ServiceNow

ServiceNow IT 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.

8.3

CX Score

CX
Score

+82

Net Emotional Footprint

Net Emotional
Footprint

85

Value Index

VALUE INDEX

4% Negative 86% Positive
129Reviews

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

4% Negative 86% Positive
72Reviews

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

+72

Net Emotional Footprint

Net Emotional
Footprint

81

Value Index

VALUE INDEX

6% Negative 78% 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.

7.2

CX Score

CX
Score

+70

Net Emotional Footprint

Net Emotional
Footprint

74

Value Index

VALUE INDEX

9% Negative 79% Positive
22Reviews

IFS

IFS assyst

IFS assyst (formerly Axios assyst) 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

+63

Net Emotional Footprint

Net Emotional
Footprint

78

Value Index

VALUE INDEX

11% Negative 74% Positive
56Reviews

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

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