Emotional Footprint Awards 2019
IT Service Management
SoftwareReviews names Agiloft Service Desk Suite, C2 ATOM, IBM Control Desk, TeamDynamix ITSM, Ivanti IT Service Management, Cherwell Service Management, and OmniTracker ITSM as IT Service Management Emotional Footprint Award Winners.
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IT Service Management
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.
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
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.
8.5
CX Score
CX
Score
+86
Net Emotional Footprint
Net Emotional
Footprint
84
Value Index
VALUE INDEX
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.
8.4
CX Score
CX
Score
+81
Net Emotional Footprint
Net Emotional
Footprint
87
Value Index
VALUE INDEX
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
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.
8.3
CX Score
CX
Score
+87
Net Emotional Footprint
Net Emotional
Footprint
78
Value Index
VALUE INDEX
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.
8.3
CX Score
CX
Score
+92
Net Emotional Footprint
Net Emotional
Footprint
73
Value Index
VALUE INDEX
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
CX Score
CX
Score
+84
Net Emotional Footprint
Net Emotional
Footprint
80
Value Index
VALUE INDEX
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.
8.1
CX Score
CX
Score
+85
Net Emotional Footprint
Net Emotional
Footprint
76
Value Index
VALUE INDEX
Other Evaluated Vendors
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.
7.9
CX Score
CX
Score
+85
Net Emotional Footprint
Net Emotional
Footprint
72
Value Index
VALUE INDEX
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.
7.8
CX Score
CX
Score
+71
Net Emotional Footprint
Net Emotional
Footprint
84
Value Index
VALUE INDEX
BMC
BMC Remedy 9
BMC Service Management combines modern, mobile service desk solutions, service-aware data center discovery, and IT operations automation with out-of-the-box ITIL® for a superior IT experience. Delivered from the BMC cloud or your own data center.
7.3
CX Score
CX
Score
+74
Net Emotional Footprint
Net Emotional
Footprint
71
Value Index
VALUE INDEX
Micro Focus
Micro Focus SMA
Micro Focus Service Management Automation (SMA) provides a modern user experience for self-service, automates IT and Enterprise Service Management with machine learning and analytics, and offers customers the choice between physical, virtual and cloud deployments.
7.1
CX Score
CX
Score
+70
Net Emotional Footprint
Net Emotional
Footprint
72
Value Index
VALUE INDEX
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.
7.0
CX Score
CX
Score
+69
Net Emotional Footprint
Net Emotional
Footprint
71
Value Index
VALUE INDEX
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.
6.8
CX Score
CX
Score
+64
Net Emotional Footprint
Net Emotional
Footprint
71
Value Index
VALUE INDEX
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
6.5
CX Score
CX
Score
+29
Net Emotional Footprint
Net Emotional
Footprint
88
Value Index
VALUE INDEX
ManageEngine
Manage Engine 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.
6.0
CX Score
CX
Score
+64
Net Emotional Footprint
Net Emotional
Footprint
57
Value Index
VALUE INDEX
For the full press release, click here. For the full list of vendors in this space, click here.
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