Category Report

IT ServiceManagement

NUMBER OF REVIEWS

281NUMBER OF VENDORSEVALUATED

6REPORT GENERATED

February 2018

Axios ITSMTeamDynamix ITSMCherwell Service ManagementOmniTracker ITSMServiceNow Service ManagementSpiceworks IT Help Desk

IT Service Management Category Report

Table ofContentsData Quadrant.................................................................................................................. 4

Category Overview ......................................................................................................5

Vendor Capability Summary ................................................................................ 6

Vendor Capabilities.......................................................................................................7

Product Feature Summary ...................................................................................13

Product Features ..........................................................................................................14

Emotional Footprint Summary .......................................................................20

Emotional Footprint.................................................................................................. 21

How to Use the ReportInfo-Tech’s Category Reports provide a comprehensive evaluation of popular products in the ITService Management market. This buyer’s guide is designed to help prospective purchasers makebetter decisions by leveraging the experiences of real users.

The data in this report is collected from real end users, meticulously veri<ed for veracity,exhaustively analyzed, and visualized in easy to understand charts and graphs. Each product iscompared and contrasted with all other vendors in their category to create a holistic, unbiased viewof the product landscape.

Use this report to determine which product is right for your organization. For highly detailed reportson individual products, see Info-Tech’s Product Scorecard.

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IT Service Management Category Report

SOFTWARE REVIEWS

Data QuadrantAssess vendor and product performance at a glance and use the Software ReviewsData Quadrant to identify which products and vendors are leadings the pack andwhich are trailing.

PRO

DUCT

FEA

TURE

S AN

D SA

TISF

ACTI

ON

7.3

8.2

VENDOR EXPERIENCE AND CAPABILITIES6.6 8.8

PRODUCT INNOVATOR

FOLLOWER

LEADER

SERVICE STAR

TeamDynamix ITSM

Cherwell Service Management

OmniTracker ITSM

Spiceworks IT Help Desk

Axios ITSM

ServiceNow Service Management

IT ServiceManagementThe Software Reviews Data Quadrant evaluates and ranks products based on feedbackfrom IT and business professionals. The placement of a software in the Data Quadrantindicates its relative ranking as well as its categorization.

The Complete SoftwareExperienceWhen distilled down, the software experience is shaped by both the experience with thesoftware and the relationship with the vendor. Evaluating enterprise software along thesetwo dimensions provides a comprehensive understanding of the product and helpsidentify vendors that can deliver on both.

ProductFeatures andSatisfactionThe satisfaction is captured inthe overall satisfaction score,which is driven by the likelihoodof users to recommend thesoftware, combined with usersatisfaction across top productfeatures.

VendorExperience andCapabilitiesThe vendor relationship is calculated ina weighted average of the satisfactionscores tied to vendor capabilities (e.g.software implementation, training,customer support, product roadmap) aswell as emotional response ratingstoward the vendor (e.g. trustworthy,respectful, fair).

Note: The axes ranges are dynamically adjusted based onminimum and maximum values in the dataset.

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IT Service Management Category Report

CategoryOverview

This page provides a high level summary of product performance within the IT Service Management category. Products are ranked by a composite satisfaction score(Composite Score) that averages four different areas of evaluation: Net Emotional Footprint, Vendor Capabilities, Product Features, and Likeliness to Recommend. The NetEmotional Footprint Score measures user emotional response ratings of the vendor (e.g. trustworthy, respectful, fair).

Use this data to get a sense of the <eld, and to see how the products you’re considering stack up.

RANK VENDOR COMPOSITE SCORE NET EMOTIONALFOOTPRINT

NET EMOTIONALFOOTPRINT DISTRIBUTION

VENDORCAPABILITIES

PRODUCTFEATURES

LIKELINESS TORECOMMEND

NUMBER OFREVIEWS

Cherwell ITSM 8.4/10 +854% NEGATIVE 89% POSITIVE

81% 75% 90% 49

TeamDynamix ITSM 8.4/10 +922% NEGATIVE 94% POSITIVE

76% 73% 89% 38

OmniTracker 8.2/10 +852% NEGATIVE 87% POSITIVE

78% 73% 86% 73

4 Spiceworks IT Help Desk 7.9/10 +763% NEGATIVE 79% POSITIVE

80% 78% 83% 18

5 Axios 7.3/10 +717% NEGATIVE 78% POSITIVE

72% 72% 81% 23

6 ServiceNow ITSM 6.9/10 +627% NEGATIVE 69% POSITIVE

73% 62% 84% 22

AVERAGE SCORES 7.9/10 +794% NEGATIVE 83% POSITIVE

77% 72% 85% 37

VENDORS WITH INSUFFICIENT DATA

-- FootPrints -- +1422% NEGATIVE 36% POSITIVE

-- -- 56% 10

-- IBM Cloud -- +635% NEGATIVE 68% POSITIVE

-- -- 66% 9

-- HP IT Service Management -- +4622% NEGATIVE 68% POSITIVE

-- -- 64% 9

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Category Report

SoftwareDirectoryIT SERVICE MANAGEMENTSOFTWARE

Selecting software can be overwhelming andone of the biggest challenges facingorganizations is understanding themarketplace and identifying all of the availablevendors and products. The Software Directoryis a comprehensive list of all relevant softwarevendors in a particular category. Use this pageto create the right vendor shortlist by exploringall of the options available to yourorganization.

IT Service Management Software

Agiloft Service Desk Suite Axios ITSM BMC Remedy 9

C2 Innovations Atom CA Technologies Service Management Cherwell Service Management

Device42 FootPrints Freshservice

Heat Software IT Service Management HornBill Service Manager HP IT Service Management

IBM Cloud IBM Control Desk IncidentMonitor™ ITIL Service DeskSoftware

ITRP IT Service Management Software | Ivanti KACE

Manage Engine ServiceDesk Plus Octopus OmniTracker ITSM

Samanage ServiceNow Service Management Spiceworks IT Help Desk

SysAid TeamDynamix ITSM TOPdesk ITSM

USU Valuemation Vivantio Vivantio PRO

Zendesk IT Help Desk Software Zendesk Support

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