Press Release

July 31, 2019

SoftwareReviews names Agiloft Service Desk, C2 ATOM, IBM Control Desk, TeamDynamix ITSM, Ivanti IT Service Management, Cherwell ITSM and OmniTracker as the Emotional Footprint Champions in the IT Service Management (ITSM) software category, according

TORONTO, August 13, 2019SoftwareReviews, a division of world-class IT research and advisory firm Info-Tech Research Group Inc., has published its 2019  IT Service Management (ITSM)  Emotional Footprint Awards, naming seven medalists in the space: 
·         Agiloft Service Desk 
·         C2 ATOM 
·         IBM Control Desk 
·         TeamDynamix ITSM 
·         Ivanti IT Service Management 
·         Cherwell ITSM 
·         OmniTracker 
ITSM solutions optimize IT departments by helping process, manage and deploy sufficient support for requests. The features associated with the vendors in the category create the backbone of IT departments. They are utilized to design, plan, deliver, operate, and control information technology services offered to customers. 
“Besieged managers often think a new tool will solve all of their problems. Buy the right tool, customize it to a magic set of specifications, and tickets will be prioritized, incidents resolved, and service requests fulfilled. Unfortunately, the outcome is often ad hoc changes that complicate upgrades, increase support cost, and fail to get the service desk out of firefighter mode. Tool customization isn’t the answer. Implementing an ITSM tool can cement organizational change and improve the performance of the service desk, but it’s the time spent standardizing service desk processes that makes the difference, not the customizations,” states Sandi Conrad, Senior Director, Infrastructure Practice Info-Tech Research Group. “The key to a successful ITSM tool implementation is to understand that it actually involves two projects: the first standardizes service desk processes, and the second configures the tool to meet those processes. If you follow this approach, you’re less likely to get lost in the details of the implementation and lose sight of what you’re trying to achieve.” 
The indicators separating the Emotional Footprint Champions from others in the category are the exceptional scores in service experience, conflict resolution, negotiation and contract, strategy innovation and product impact. For more on vendor categories and their emotional footprints, please visit: 


About the Emotional Footprint Awards and Software Reports 
The SoftwareReviews Emotional Footprint Awards evaluate and rank products based on emotional response ratings from IT and business professionals. Our scoring methodology aggregates these ratings 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. 
About SoftwareReviews 
SoftwareReviews is a division of Info-Tech Research Group Inc., a world-class IT research and advisory firm established in 1997. Backed by two decades of IT research and advisory experience, SoftwareReviews is a leading source of expertise and insight into the enterprise software landscape and client-vendor relationships. By collecting real data from IT and business professionals, the SoftwareReviews methodology produces the most detailed and authentic insights into the experience of evaluating and purchasing enterprise software. Visit to see where vendors appear on the data quadrant and emotional footprint diamond, and to access reports. 

For more information, please contact: 
Indrani Ray-Ghosal 
Vice President, Communications & Brand 
Office: 1-888-670-8889 ext. 3227 
Cell: 647-574-9559