Customer Experience Awards 2018
IT Service Management
SoftwareReviews names TeamDynamix ITSM, OmniTracker ITSM, Agiloft Service Desk Suite, Cherwell Service Management, SysAid, and IBM Control Desk as IT Service Management Customer Experience Award Winners.
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IT Service Management
Customer Experience Awards
The SoftwareReviews Customer Experience 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.
Customer Experience 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 emotional response areas, and how they compare against each other. Our Customer Experience Report covers all aspects of the vendor-client relationship.
30+ pages
Measuring Customer Experience
Customer Experience Award rankings are scored using our “Net Emotional Footprint" index, which tracks responses across 26 emotional response areas that span 5 categories: Purchasing, Service Experience, Product Impact, Vendor Strategy, and Conflict Resolution. 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.
Customer Experience Leaders
TeamDynamix
TeamDynamix ITSM
TeamDynamix cloud-based project, portfolio, and resource management software is the right fit for higher education. Additionally, TeamDynamix seamlessly integrates full IT Service Management capabilities and offers solid platform capabilities including a "brand-able" self-service portal as well as asset and configuration management. This joint PPM and ITSM platform allows IT to become a strategic "hub" for all work and service management solutions in higher education institutions.
+92
Net Emotional Footprint
Net Emotional
Footprint
Strongest
Positive Emotions
100% Helps Innovate
100% Unique Features
100% Respectful
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.
+85
Net Emotional Footprint
Net Emotional
Footprint
Strongest
Positive Emotions
97% Respectful
96% Effective
96% Integrity
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.
+85
Net Emotional Footprint
Net Emotional
Footprint
Strongest
Positive Emotions
100% Respectful
100% Transparent
100% Client's Interest First
Cherwell
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.
+84
Net Emotional Footprint
Net Emotional
Footprint
Strongest
Positive Emotions
97% Reliable
95% Continually Improving
95% Respectful
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.
+83
Net Emotional Footprint
Net Emotional
Footprint
Strongest
Positive Emotions
95% Performance Enhancing
95% Reliable
93% Integrity
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.
+82
Net Emotional Footprint
Net Emotional
Footprint
Strongest
Positive Emotions
99% Respectful
96% Reliable
94% Integrity
Other Evaluated Vendors
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.
+77
Net Emotional Footprint
Net Emotional
Footprint
Strongest
Positive Emotions
95% Reliable
95% Efficient
95% Respectful
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.
+67
Net Emotional Footprint
Net Emotional
Footprint
Strongest
Positive Emotions
89% Respectful
88% Reliable
88% Enables Productivity
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.
+66
Net Emotional Footprint
Net Emotional
Footprint
Strongest
Positive Emotions
95% Respectful
89% Effective
84% Unique Features
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.
+62
Net Emotional Footprint
Net Emotional
Footprint
Strongest
Positive Emotions
94% Respectful
84% Fair
82% Trustworthy
For the full press release, click here. For the full list of vendors in this space, click here.
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