Data Quadrant Awards 2023
IT Service Management - Midmarket
SoftwareReviews names Freshservice, TeamDynamix ITSM, Jira Service Management, TOPdesk ITSM, and IBM Control Desk as IT Service Management - Midmarket Data Quadrant Award Winners.
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IT Service Management - Midmarket
Data Quadrant
Data Quadrants 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.
The SoftwareReviews Data Quadrant evaluates and ranks products based on feedback from IT and business professionals. The placement of a software in the Data Quadrant indicates its relative ranking as well as its categorization.
Read The In-Depth Report
A thorough evaluation and ranking of all software in an individual category to compare software across every dimension.
- user satisfaction rankings
- |
- vendor capability comparisons
- |
- business value scores
- |
- individual feature evaluations
- |
- emotional connection to products
30+ pages
Note Software product placement is based on the scores provided by users, recency of the reviews, and review volume. Axes are dynamically adjusted based on the minimum and maximum values in the data set.
Evaluate the Complete
Software Experience
When distilled down, the software experience is shaped by both the experience with the software and the relationship with the vendor. Evaluating enterprise software along these two dimensions provides a comprehensive understanding of the product and helps identify vendors that can deliver on both.
Product Features and Satisfaction
The satisfaction is captured in the overall satisfaction score, which is driven by the likelihood of users to recommend the software, combined with user satisfaction across top product features.
Vendor Experience and Capabilities
The vendor relationship is calculated in a weighted average of the satisfaction scores tied to vendor capabilities (e.g. software implementation, training, customer support, product roadmap) as well as emotional response ratings toward the vendor (e.g. trustworthy, respectful, fair).
Gold Medalists
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.
8.4
Composite
Score
Composite
Score
+89
Emotional
Footprint
Emotional
Footprint
89%
Likeliness to
Recommend
Likeliness
to Recommend
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.
8.4
Composite
Score
Composite
Score
+87
Emotional
Footprint
Emotional
Footprint
87%
Likeliness to
Recommend
Likeliness
to Recommend
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
8.3
Composite
Score
Composite
Score
+84
Emotional
Footprint
Emotional
Footprint
86%
Likeliness to
Recommend
Likeliness
to Recommend
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.
8.2
Composite
Score
Composite
Score
+86
Emotional
Footprint
Emotional
Footprint
89%
Likeliness to
Recommend
Likeliness
to Recommend
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
Composite
Score
+83
Emotional
Footprint
Emotional
Footprint
83%
Likeliness to
Recommend
Likeliness
to Recommend
Vendor Capability Awards
Availability and Quality of Training
Freshservice
Breadth of Features
Agiloft Flexible ITIL Service Desk
Business Value Created
Jira Service Management
Ease of Customization
IBM Control Desk
Ease of Data Integration
Jira Service Management
Ease of IT Administration
Freshservice
Ease of Implementation
Spiceworks Cloud Help Desk
Product Strategy and Rate of Improvement
TOPdesk ITSM
Quality of Features
IBM Control Desk
Usability and Intuitiveness
Jira Service Management
Vendor Support
TeamDynamix ITSM
Vendor Capability Awards
Availability and Quality of Training
Freshservice
Breadth of Features
Agiloft Flexible ITIL Service Desk
Business Value Created
Jira Service Management
Ease of Customization
IBM Control Desk
Ease of Data Integration
Jira Service Management
Ease of IT Administration
Freshservice
Ease of Implementation
Spiceworks Cloud Help Desk
Product Strategy and Rate of Improvement
TOPdesk ITSM
Quality of Features
IBM Control Desk
Usability and Intuitiveness
Jira Service Management
Vendor Support
TeamDynamix ITSM
Other Evaluated Vendors
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.
8.1
Composite
Score
Composite
Score
+86
Emotional
Footprint
Emotional
Footprint
87%
Likeliness to
Recommend
Likeliness
to Recommend
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.
8.0
Composite
Score
Composite
Score
+79
Emotional
Footprint
Emotional
Footprint
83%
Likeliness to
Recommend
Likeliness
to Recommend
SysAid
SysAid ITSM
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.
8.0
Composite
Score
Composite
Score
+82
Emotional
Footprint
Emotional
Footprint
84%
Likeliness to
Recommend
Likeliness
to Recommend
Sherweb Inc
C2 ITSM
With a foundation in operational best practices, C2 ITSM is an all-in-one IT service management cloud platform that’ll help your teams drive great collaboration, effective delivery and powerful automation. All that without coding—or breaking the bank.
8.0
Composite
Score
Composite
Score
+87
Emotional
Footprint
Emotional
Footprint
83%
Likeliness to
Recommend
Likeliness
to Recommend
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.
7.5
Composite
Score
Composite
Score
+69
Emotional
Footprint
Emotional
Footprint
87%
Likeliness to
Recommend
Likeliness
to Recommend
Agiloft
Agiloft Flexible ITIL Service Desk
The Flexible ITIL Service Desk is an alternative version of the Flexible Service Desk Suite. It includes all of the elements of the standard suite, integrated with ITIL terminology and preconfigured to include processes for Service Requests, Incidents, Problems, Change Requests, Configuration Items, Purchase Requests, and more.
7.3
Composite
Score
Composite
Score
+61
Emotional
Footprint
Emotional
Footprint
80%
Likeliness to
Recommend
Likeliness
to Recommend
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
7.1
Composite
Score
Composite
Score
+62
Emotional
Footprint
Emotional
Footprint
74%
Likeliness to
Recommend
Likeliness
to Recommend
For the full list of vendors in this space, click here.
About Gold Medal Awards and Software Reports
SoftwareReviews Gold Medal Awards recognize outstanding vendors in the technology marketplace as evaluated by their users. Gold Medals are the capstone of an in-depth software evaluation report, and awarded using a proprietary, transparent methodology based on a composite satisfaction score that averages four different areas of evaluation: Net Emotional Footprint, Vendor Capabilities, Product Features, and Likeliness to Recommend. The Net Emotional Footprint Score measures user emotional response ratings of the vendor (e.g. trustworthy, respectful, fair).
Software Reports present comprehensive evaluations of software vendors on the above elements. Software buyers can use this data to make more informed, data-driven software purchasing and renewal decisions.
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