Emotional Footprint Awards 2023
IT Service Management - Midmarket
SoftwareReviews names Jira Service Management, TeamDynamix ITSM, IBM Control Desk, Freshservice, Spiceworks Cloud Help Desk, and C2 ITSM as IT Service Management - Midmarket Emotional Footprint Award Winners.
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IT Service Management - Midmarket
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
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
8.8
CX Score
CX
Score
+87
Net Emotional Footprint
Net Emotional
Footprint
86
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.
8.7
CX Score
CX
Score
+84
Net Emotional Footprint
Net Emotional
Footprint
85
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.
8.7
CX Score
CX
Score
+87
Net Emotional Footprint
Net Emotional
Footprint
85
Value Index
VALUE INDEX
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.
8.6
CX Score
CX
Score
+90
Net Emotional Footprint
Net Emotional
Footprint
85
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.
8.6
CX Score
CX
Score
+90
Net Emotional Footprint
Net Emotional
Footprint
86
Value Index
VALUE INDEX
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.
8.4
CX Score
CX
Score
+83
Net Emotional Footprint
Net Emotional
Footprint
80
Value Index
VALUE INDEX
Other Evaluated Vendors
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
CX Score
CX
Score
+86
Net Emotional Footprint
Net Emotional
Footprint
85
Value Index
VALUE INDEX
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
CX Score
CX
Score
+86
Net Emotional Footprint
Net Emotional
Footprint
81
Value Index
VALUE INDEX
SolarWinds Inc
SolarWinds Service Desk
With SolarWinds Service Desk you have one place to streamline and organize the tickets and requests that are coming in through different mediums, including email, phone calls, a customized Service Portal, and even the occasional (or extremely frequent) walk up.
7.8
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.
7.6
CX Score
CX
Score
+76
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.
7.2
CX Score
CX
Score
+68
Net Emotional Footprint
Net Emotional
Footprint
83
Value Index
VALUE INDEX
For the full list of vendors in this space, click here.
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