Emotional Footprint Awards 2021
IT Service Management
SoftwareReviews names OmniTracker ITSM, Ivanti Neurons for ITSM, TeamDynamix ITSM, and Spiceworks Cloud Help Desk 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
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.
8.5
CX Score
CX
Score
+87
Net Emotional Footprint
Net Emotional
Footprint
83
Value Index
VALUE INDEX
Ivanti
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM is a flexible and complete cloud-optimized ITSM solution available. It automates workflows, eliminating costly manual processes improving businesses' efficiency, compliancy, and security. Whether it's IT help desk / support ticket solution or need to perform more advanced ITIL service management processes, Ivanti Neurons for ITSM can scale and adapt to meet specific business needs.
8.5
CX Score
CX
Score
+84
Net Emotional Footprint
Net Emotional
Footprint
86
Value Index
VALUE INDEX
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.
8.5
CX Score
CX
Score
+85
Net Emotional Footprint
Net Emotional
Footprint
85
Value Index
VALUE INDEX
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.
8.5
CX Score
CX
Score
+85
Net Emotional Footprint
Net Emotional
Footprint
84
Value Index
VALUE INDEX
Other Evaluated Vendors
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.
8.4
CX Score
CX
Score
+83
Net Emotional Footprint
Net Emotional
Footprint
84
Value Index
VALUE INDEX
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.
8.3
CX Score
CX
Score
+83
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.
8.3
CX Score
CX
Score
+83
Net Emotional Footprint
Net Emotional
Footprint
84
Value Index
VALUE INDEX
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.
8.1
CX Score
CX
Score
+82
Net Emotional Footprint
Net Emotional
Footprint
81
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.
8.0
CX Score
CX
Score
+77
Net Emotional Footprint
Net Emotional
Footprint
84
Value Index
VALUE INDEX
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
8.0
CX Score
CX
Score
+79
Net Emotional Footprint
Net Emotional
Footprint
81
Value Index
VALUE INDEX
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.
7.6
CX Score
CX
Score
+70
Net Emotional Footprint
Net Emotional
Footprint
81
Value Index
VALUE INDEX
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.
7.6
CX Score
CX
Score
+71
Net Emotional Footprint
Net Emotional
Footprint
80
Value Index
VALUE INDEX
Micro Focus
Service Management Automation X (SMAX)
Machine learning based ITSM software to meet all your service desk and IT service management needs.
7.3
CX Score
CX
Score
+71
Net Emotional Footprint
Net Emotional
Footprint
74
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.
7.1
CX Score
CX
Score
+64
Net Emotional Footprint
Net Emotional
Footprint
78
Value Index
VALUE INDEX
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.
7.0
CX Score
CX
Score
+62
Net Emotional Footprint
Net Emotional
Footprint
77
Value Index
VALUE INDEX
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
6.9
CX Score
CX
Score
+62
Net Emotional Footprint
Net Emotional
Footprint
75
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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