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IT Service Management
IT Service Management software supports the processes carried out by an IT department’s service desk, in the course of service delivery, incident management, problem management, and service request fulfillment.
The Data Quadrant is a thorough evaluation and ranking of all software in an individual category to compare platforms across multiple dimensions.
These include:
- User Satisfaction Rankings
- Business Value Scores
- Vendor Capability Comparisons
- Product Feature Evaluations
The Emotional Footprint is a powerful indicator of overall user sentiment toward the relationship with the vendor, capturing data across five dimensions.
These include:
- Strategy and Innovation
- Service Experience
- Conflict Resolution
- Product Impact
- Negotiation and Contract
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Latest Award: July 2020
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Latest Research
Thinking about choosing a new software vendor but don't know where to start? Narrow down your shortlist by focusing on software that has received an Info-Tech Research Group award. New data from SoftwareReviews shows that organizations reported higher satisfaction when they switched to software that had received an Info-Tech award.
IT Service Management Products
Data QuadrantReport
A thorough evaluation and ranking of all software to compare software across every dimension.
Emotional FootprintReport
A detailed and unique report that captures a powerful indicator of overall user feeling toward the vendor and product.
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.
8.3
Composite Score
8.5
CX Score
+85
Emotional Footprint
87%
Likeliness to Recommend
89
Reviews
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
Composite Score
8.5
CX Score
+83
Emotional Footprint
88%
Likeliness to Recommend
110
Reviews
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.
8.2
Composite Score
8.4
CX Score
+83
Emotional Footprint
84%
Likeliness to Recommend
69
Reviews
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.
8.2
Composite Score
8.4
CX Score
+85
Emotional Footprint
88%
Likeliness to Recommend
61
Reviews
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.
8.1
Composite Score
8.3
CX Score
+82
Emotional Footprint
87%
Likeliness to Recommend
39
Reviews
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.
8.0
Composite Score
8.4
CX Score
+85
Emotional Footprint
87%
Likeliness to Recommend
201
Reviews
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.
8.0
Composite Score
8.2
CX Score
+85
Emotional Footprint
82%
Likeliness to Recommend
31
Reviews
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.
8.0
Composite Score
8.5
CX Score
+87
Emotional Footprint
85%
Likeliness to Recommend
96
Reviews
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.
7.9
Composite Score
8.1
CX Score
+80
Emotional Footprint
82%
Likeliness to Recommend
50
Reviews
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.
7.6
Composite Score
7.5
CX Score
+70
Emotional Footprint
81%
Likeliness to Recommend
15
Reviews
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.
7.5
Composite Score
7.4
CX Score
+69
Emotional Footprint
76%
Likeliness to Recommend
20
Reviews
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
Composite Score
7.5
CX Score
+70
Emotional Footprint
81%
Likeliness to Recommend
81
Reviews
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.
7.4
Composite Score
7.6
CX Score
+71
Emotional Footprint
85%
Likeliness to Recommend
26
Reviews
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.
7.4
Composite Score
7.0
CX Score
+62
Emotional Footprint
80%
Likeliness to Recommend
27
Reviews
Micro Focus
Service Management Automation X (SMAX)
Machine learning based ITSM software to meet all your service desk and IT service management needs.
7.4
Composite Score
7.2
CX Score
+71
Emotional Footprint
77%
Likeliness to Recommend
22
Reviews
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.
6.9
Composite Score
7.1
CX Score
+64
Emotional Footprint
76%
Likeliness to Recommend
56
Reviews
BMC Software, Inc.
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
6.6
Composite Score
6.4
CX Score
+56
Emotional Footprint
68%
Likeliness to Recommend
19
Reviews
TOPdesk
TOPdesk ITSM
If you manage an IT department, you're always busy. You help with forgotten passwords, sudden network problems, and equipment requests – preferably sooner than later. What if you could take away this pressure on your service desk? TOPdesk's ITSM tool is an easy way to automate your ITSM processes. Increase efficiency, reduce costs, make your customers happy.
8.4
Composite Score
8.6
CX Score
+89
Emotional Footprint
89%
Likeliness to Recommend
9
Reviews
Freshworks
Freshservice
Your service desk software is supposed to make supporting users easier, not harder. Since Freshservice is 100% on the cloud, there is nothing to install, maintain or babysit. Login from just about any device, anywhere, and deliver exceptional IT service to your users all day, every day.
8.3
Composite Score
8.0
CX Score
+75
Emotional Footprint
87%
Likeliness to Recommend
9
Reviews
SolarWinds
SolarWinds Service Desk
With SolarWinds Service Desk you have one place to streamline and organize the tickets and requests that are coming in through different mediums, including email, phone calls, a customized Service Portal, and even the occasional (or extremely frequent) walk up.
8.2
Composite Score
8.3
CX Score
+84
Emotional Footprint
88%
Likeliness to Recommend
9
Reviews
Broadcom Inc.
Clarity SM
Provide teams a way to prioritize work with the context to make decisions, while helping business users to not skip a beat with a simple way to connect with IT.
6.4
Composite Score
6.2
CX Score
+47
Emotional Footprint
68%
Likeliness to Recommend
8
Reviews
BOSS
BOSSDesk Asset Management
BOSS Support Central and BossDesk takes IT Service Management to a new level that lets you manage, track and keep control of your IT environment. BOSS Support Central is ITIL aligned and includes Help Desk/Service Desk, IT Asset Management, Service Catalog, Mobile Apps and comprehensive reporting.
--
Composite Score
--
CX Score
--
Emotional Footprint
--
Likeliness to Recommend
0
Reviews
ITRP Institute
ITRP
ITRP is an enterprise-class IT service management application built specifically for multinational organizations. Apart from the obvious needs to operate across different time zones and in multiple languages, multinationals have several more sophisticated ITSM requirements.These requirements are rarely considered at the start of a regional or global service management initiative. One by one they turn into major challenges as the rollout progresses geographically.
--
Composite Score
4.3
CX Score
-35
Emotional Footprint
22%
Likeliness to Recommend
1
Reviews
Hornbill
HornBill Service Manager
Hornbill Service Manager is our next-generation solution for collaborative ITSM. It's a fresh approach that combines innovative collaborative technology, ITSM best practice, and powerful automation and orchestration of business processes. With Service Manager, you can equip your service desk team with a range of capabilities to meet the needs of the most forward-thinking ITSM professional.
--
Composite Score
--
CX Score
--
Emotional Footprint
--
Likeliness to Recommend
0
Reviews
USU
USU Valuemation
USU is the leading European vendor for IT and Enterprise Service Management software. With its Valuemation suite, USU provides a comprehensive solution for IT asset and software license management that integrates financial/cost data from the ERP system, configuration data from the CMDB and thus intelligently links business and technical information. Valuemation offers maximum ITIL® compliance and preconfigured processes that are easy to customize. The flexible architecture platform ensures ease of expandability and scalability and so investment security.
--
Composite Score
--
CX Score
--
Emotional Footprint
--
Likeliness to Recommend
0
Reviews
All Research
Latest Research
Thinking about choosing a new software vendor but don't know where to start? Narrow down your shortlist by focusing on software that has received an Info-Tech Research Group award. New data from SoftwareReviews shows that organizations reported higher satisfaction when they switched to software that had received an Info-Tech award.
Latest Research
Atlassian has acquired Halp, a real-time helpdesk tool that integrates with Slack. With the broader context of this move being Atlassian and Slack’s strategic alliance, might there be more to this acquisition than meets the eye?
Latest Research
Organizations are complex and have multiple stakeholders involved in the delivery of a service. In a public sector organization, for example, there are end users, multiple agencies and departments, and vendors involved in the delivery and consumption of the service. Service design methods and tools assist in making sense of these stakeholders’ inter-relationships and allow organizations to make sound decisions during service implementation.
Latest Research
The impact of COVID-19, as it became a global pandemic in Q1 of 2020, has affected user sentiment toward software during a growing period of fear, uncertainty, and doubt. To analyze the impact, SoftwareReviews compared Satisfaction (willingness to recommend to a peer), ability to deliver Business Value (fair cost to value), and Likeliness to Renew prior to March 10 and post March 10.
Latest Research
ITSM vendor InvGate announced that due to COVID-19 any organization can use InvGate Service Desk free of charge. This promotion helps IT departments when they need it most while gaining adoption and market traction for InvGate.
Latest Research
ServiceNow’s Orlando release introduced Now Intelligence, a set of features that strengthen ServiceNow’s lead in the AI-powered IT service management (ITSM) and digital transformation space.
Latest Research
Ivanti is well positioned to build on a solid ITSM foundation and will deliver expanded capability in areas such as mobility, customer experience, enterprise service management, and artificial intelligence.
Latest Research
IT solutions provider BMC announced that Shared Services Canada (SSC) has selected BMC Remedy to be its new ITSM platform. This adoption shows that BMC continues to be a viable option for governments and large enterprises.
Latest Research
ServiceNow has released four free emergency response apps to help customers with crisis management in the wake of COVID-19, including emergence response operations, employee outreach, self-reporting, and exposure management.
Latest Research
ManageEngine has released version 10.5 of ServiceDesk Plus MSP, with a new UI and new features including MSP Business Dashboard, Time Sheet, and field service management.
Latest Research
ServiceNow promises to make in-house ServiceNow development a little easier by directly integrating with Microsoft’s popular Visual Studio Code editor.
Latest Research
At a smart city forum hosted in Dublin by Enterprise Ireland, practitioners from around the world discussed some of the early successes yielded from pilot projects and the barriers they still face in scaling up.
Latest Research
Serviceaide announced that it has added new AI features to its Intelligent Service Management (ISM) to improve incident resolution time and overall service desk efficiency.
Latest Research
Microsoft announced a new service for managing the hardware and software required to run meetings in Microsoft Teams and Skype. This new solution is a cloud-based service to provide Microsoft Teams meeting rooms with more security and efficient monitoring.
Latest Research
Symphony SummitAI announced the general availability of Sierra, the latest version of its AI-based service management tool.
Latest Research
Clearlake Capital is shaking up Ivanti’s leadership. Expect greater focus on efficiency and acquisitions beyond ITSM and IT operations.
Latest Research
ServiceNow version New York has entered General Availability. These features should delight high-maturity IT departments but are mostly worthless for low-maturity groups.
Latest Research
Cherwell has announced it is consolidating its portfolio of modules into a single product at its Clear conference in Nashville this fall. Its promise of an elevated experience is achievable, but customers need to do some work to make it a reality.
Latest Research
Micro Focus announced that its Service Management Automation X (SMAX) product has grown its customer count by 133% over the past year and can now be deployed as SaaS in addition to cloud or on-premises solutions.
Latest Research
IT solutions provider BMC announced its intelligence-enriched ITSM and ITOM platform with BMC Helix, which supports efficient and proactive IT service discovery, monitoring, optimization, remediation, and delivery of an omni-channel experience for IT professionals and businesses.
Latest Research
Atlassian announced that its service desk software, Jira Service Desk, now includes templates and workflows to support non-IT business units including HR, Legal, and Facilities.
Latest Research
VMware challenges IT to be more than it may be comfortable with: technologists as members of an elite caste charged with the moral use of technology and guarding the uninitiated against negative consequences.
Latest Research
Analysts make their bones on prognostication and prediction, and the imminent demise of any given technology is a mainstay of their subject matter. San Francisco-based VMware has made its sacrificial offerings but for two different auguries. First the place and dominance of public cloud as the center of the enterprise IT activity and work. Secondly, and more importantly, the enduring importance of self-service, elasticity, measure service, broad network access, and pooled resources.
Latest Research
ServiceNow announced a change in leadership that will happen by end-of-year 2019.
Latest Research
ServiceNow has mastered the art of implementing subtle license changes and price adjustments with each major release of its software, resulting in regular price increases for its customers. This has occurred with the London, Madrid, and, most recently, New York releases.
Latest Research
Spiceworks announced new developments to its suite of free IT tools, including AI-powered insights and an on-premises version of its help desk application to provide better security and performance for high-volume ticket environments.
Latest Research
San Francisco-based IT startup Forethought announced new product Agatha Predictions on September 5 to help categorize and organize incoming tickets.
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