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Category Report

IT ServiceManagement

NUMBER OF REVIEWS

281NUMBER OF VENDORSEVALUATED

6REPORT GENERATED

February 2018

Axios ITSM

TeamDynamix ITSM

Cherwell Service Management

OmniTracker ITSM

ServiceNow Service Management

Spiceworks 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 verified 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.

2

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

3


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.

4


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 field, 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

5


Vendor Capability Summary This page summarizes user satisfaction with a variety of vendor capabilities regarding their product offering(s). Lookfor strong and consistent performance across the board when assembling your shortlist, and follow-up on areas ofconcern during the evaluation and negotiation processes.

= Highest Score

= Lowest Score

VENDOROVERALLCAPABILITYSATISFACTION

BUSINESS VALUECREATED

BREADTH OFFEATURES

QUALITY OFFEATURES

PRODUCTSTRATEGY ANDRATE OFIMPROVEMENT

USABILITY ANDINTUITIVENESS

VENDORSUPPORT

EASE OF DATAINTEGRATION

EASE OF ITADMINISTRATION

EASE OFCUSTOMIZATION

AVAILABILITYAND QUALITY OFTRAINING

EASE OFIMPLEMENTATION

Cherwell Service Management 81% 84% 83% 80% 75% 79% 80% 78% 88% 85% 80% 84%

Spiceworks IT Help Desk 80% 79% 75% 76% 78% 83% 84% 78% 82% 76% 82% 90%

OmniTracker ITSM 78% 79% 79% 78% 73% 70% 81% 78% 80% 84% 81% 80%

TeamDynamix ITSM 76% 80% 76% 78% 79% 73% 88% 65% 77% 70% 73% 74%

ServiceNow Service Management 73% 75% 77% 74% 74% 70% 73% 73% 76% 69% 73% 71%

Axios ITSM 71% 72% 71% 72% 72% 72% 70% 73% 70% 69% 76% 70%

CATEGORY AVERAGE 77% 78% 77% 76% 75% 75% 79% 74% 79% 76% 77% 78%


FootPrints 56% 61% 64% 61% 50% 58% 44% 58% 28% 63% 70% 65%

HP IT Service Management 53% 47% 47% 56% 44% 53% 66% 61% 56% 47% 47% 61%

IBM Cloud 69% 67% 67% 67% 67% 75% 67% 67% 75% 67% 79% 67%

BMC Remedy 9 49% 50% 54% 61% 43% 39% 68% 54% 39% 39% 55% 39%

6


Vendor CapabilitySatisfaction

This section provides detailed information on user satisfaction for each vendor capability regarding their product offering(s). Use these pages to dig deeper into areas ofparticular interest or concern.

Vendor CapabilitiesThis table lists and briefly describes all vendor capabilities that are evaluated in the IT Service Management software category. For your convenience,you will also find longer descriptions of the capabilities under the capability subheadings in the subsequent pages.

Business Value Created The ability to bring value to the organization.

Breadth of Features The ability to perform a wide variety of tasks.

Quality of Features The ability to perform at or above industry standards.

Product Strategy and Rate of Improvement The ability to adapt to market change.

Usability and Intuitiveness The ability to reduce training due to intuitive design.

Vendor Support The ability to receive timely and sufficient support.

Ease of Data Integration The ability to seamlessly integrate data.

Ease of IT Administration Ease of use of the backend user interface.

Ease of Customization The ability to scale the solution to a business’ unique needs.

Availability and Quality of Training Quality training allows employees to take full advantage of the software.

Ease of Implementation The ability to implement the solution without unnecessary disruption.

Business Value CreatedThe underlying purpose of software is to create value for employees, customers, partners and ultimately shareholders. As a result, it is imperative thatany software selection be aligned with the organization’s needs and deliver enough business value to justify the cost. The data below highlights thesatisfaction level associated with the business value derived from various product offerings. Use this information to identify the software thatconsistently creates business value for its customers.

CHERWELL SERVICEMANAGEMENTTOP PRODUCT

Delights 51%

HighlySatisfies 39%

AlmostSatisfies 8%

Disappoints 2%

84 %Business Value

Created

2 TeamDynamix ITSM 80%

3 Spiceworks IT Help Desk 79%

4 OmniTracker ITSM 79%

5 ServiceNow Service Management 75%

6 Axios ITSM 72%

CATEGORY AVERAGE 78%

-- FootPrints 61%

-- HP IT Service Management 47%

-- IBM Cloud 67%

7




Breadth of FeaturesUsers prefer to work with feature rich software that enables them to perform diverse series of tasks as opposed to one they find restrictive. The databelow highlights the satisfaction level associated with the breadth of features from various product offerings. Use this information to identify whichsoftware offers valuable comprehensive functionality that extends beyond the basic level.


Delights 41%

HighlySatisfies 49%

AlmostSatisfies 10%

Disappoints --

83 %Breadth ofFeatures





6 Axios ITSM 71%


-- FootPrints 64%


-- IBM Cloud 67%

Quality of FeaturesFeature quality is just as important as quantity. Software needs to do what you’re purchasing it to do, easily, intuitively, reliably, and effectively. Use thedata in this section to gauge whether or not a product follows through on the marketing hype by delivering high quality features.


Delights 43%

HighlySatisfies 43%

AlmostSatisfies 10%

Disappoints 4%

80 %Quality of Features





6 Axios ITSM 72%


-- FootPrints 61%


-- IBM Cloud 67%

8




Product Strategy and Rate of ImprovementPurchasing software can be a significant commitment, so it’s important to know if your vendor is serious about the need for constant improvementand deliberate strategic direction. Vendors who don’t stay on top of emerging needs and trends won’t enable you to meet your business goals. Use thedata in this section to separate innovators from imposters.

TEAMDYNAMIX ITSMTOP PRODUCT

Delights 32%

HighlySatisfies 58%

AlmostSatisfies 8%

Disappoints 3%

79 %Product Strategy

and Rate ofImprovement


3 Cherwell Service Management 75%



6 Axios ITSM 72%


-- FootPrints 50%


-- IBM Cloud 67%

Usability and IntuitivenessEnd user learning curves cost the organization money. Pay attention to your end users’ technical ability to determine how important UX is in yourpurchase.

SPICEWORKS IT HELPDESKTOP PRODUCT

Delights 44%

HighlySatisfies 44%

AlmostSatisfies 11%

Disappoints --

83 %Usability andIntuitiveness



4 Axios ITSM 72%




-- FootPrints 58%


-- IBM Cloud 75%

9




Vendor SupportThe importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only thevendor can resolve. Use the data in this section to see which vendors tend to under-service their product and which will offer quality support.


Delights 58%

HighlySatisfies 34%

AlmostSatisfies 8%

Disappoints --

88 %Vendor Support





6 Axios ITSM 70%


-- FootPrints 44%


-- IBM Cloud 67%

Ease of Data IntegrationThe ability to integrate with other systems is increasingly important; without this, manual data loading and extraction can be time-consuming andprone to error. Use this section to see which vendors will cause headaches and which will make data integration easy.


Delights 24%

HighlySatisfies 65%

AlmostSatisfies 12%

Disappoints --

78 %Ease of DataIntegration




5 Axios ITSM 73%



-- FootPrints 58%


-- IBM Cloud 67%

10




Ease of IT AdministrationAdministrative interfaces don’t get the same attention as those built for end users, but they shouldn’t be clunky or unintuitive. Use the data in thissection to determine which vendors make administration easy, so that your IT personnel can resolve issues and perform configurations efficiently andeffectively.


Delights 58%

HighlySatisfies 33%

AlmostSatisfies 8%

Disappoints --

88 %Ease of IT

Administration





6 Axios ITSM 70%


-- FootPrints 28%


-- IBM Cloud 75%

Ease of CustomizationOut-of-the-box functionality often isn’t enough, especially for niche or industry-specific software, and the reason you’re buying rather than building is tosave time and money in the first place. Don’t get bogged down in a difficult customization; use the data in this section to make sure you can easilyachieve the functionality you need for your particular situation.


Delights 55%

HighlySatisfies 35%

AlmostSatisfies 8%

Disappoints 2%

85 %Ease of

Customization




5 Axios ITSM 69%



-- FootPrints 63%


-- IBM Cloud 67%

11




Availability and Quality of TrainingEffective and readily available training enables users to get the most out of the software you’ve chosen. Use this section to make sure your vendor’straining programs and materials measure up.


Delights 33%

HighlySatisfies 60%

AlmostSatisfies 7%

Disappoints --

82 %Availability and

Quality of Training



4 Axios ITSM 76%




-- FootPrints 70%


-- IBM Cloud 79%

Ease of ImplementationChoosing the right software is only the first step. Successfully implementing the new solution is necessary in order to realize its full value and promoteend user adoption. Use the data in this section to determine which software is easy to implement, and which may jeopardize your goals by causingtrouble in this stage.


Delights 59%

HighlySatisfies 41%

AlmostSatisfies --

Disappoints --

90 %Ease of

Implementation





6 Axios ITSM 70%


-- FootPrints 65%


-- IBM Cloud 67%

12


Product Feature Summary This page summarizes user satisfaction with a variety of product features. While strong and consistent performanceacross the board is desirable, you may be willing to tolerate low scores on features that don’t impact your primary usecase or core objectives. Use this high-level data to help plan and structure your product evaluation.

= Highest Score

= Lowest Score

VENDOROVERALLFEATURESATISFACTION

BUSINESSAPPLICATIONINTEGRATION

END-USER SELF-SERVE

END-USERSUPPORTSOLUTIONS

INTEGRATEDKNOWLEDGEMANAGEMENT

INTEGRATIONWITH IT TOOLS

MULTI-DEVICECAPABILITY

MULTI-SITEFUNCTIONALITY REPORTING SERVICE

CATALOG

SYSTEMSMANAGEMENTINTEGRATION

TECHNICIANADMINISTRATION

Spiceworks IT Help Desk 78% 75% 75% 75% 72% 78% 81% 86% 83% 75% 81% 81%

Cherwell Service Management 75% 77% 78% 72% 70% 81% 66% 78% 60% 78% 80% 84%

TeamDynamix ITSM 73% 72% 79% 78% 76% 61% 67% 79% 65% 76% 70% 79%

OmniTracker ITSM 73% 74% 70% 74% 67% 73% 70% 72% 64% 79% 78% 81%

Axios ITSM 72% 76% 79% 77% 69% 70% 76% 76% 45% 78% 76% 74%

ServiceNow Service Management 62% 64% 57% 70% 66% 59% 58% 68% 61% 59% 59% 57%

CATEGORY AVERAGE 66% 74% 74% 74% 70% 72% 69% 76% 62% 76% 76% 79%


FootPrints 40% 42% 38% 54% 25% 40% 30% 31% 46% 35% 40% 55%

HP IT Service Management 57% 50% 53% 61% 68% 47% 59% 61% 44% 69% 56% 59%

IBM Cloud 32% 50% 0 50% 50% 0 0 0 50% 50% 50% 50%

BMC Remedy 9 49% 42% 50% 50% 58% 25% 50% 42% 58% 67% 50% 50%

13


Product Feature Satisfaction This section provides detailed information on user satisfaction for each product feature.Use these pages to dig deeper into areas of particular interest or concern.

Product FeaturesThis table lists and describes all the features that are evaluated in the IT Service Management software category. For your convenience, thesedescriptions are repeated under the feature subheadings in the subsequent pages.

Business Application Integration APIs available for straightforward integration with multiple business systems such as ERPor CRM.

End-User Self-Serve Intuitive portal designed for end users to create incident tickets, request services, andaccess status and FAQs.

End-User Support Solutions Tools to benefit end users such as single sign-on to self-serve, password reset, screencapture in ticket, dynamic FAQ matching to ticket key words.

Integrated KnowledgeManagement

Database integrated with ticketing system for sharing information between technicians,may be single source or have the ability to federate multiple sources into a single search.

Integration with IT Tools Integration with tools to assist the user which enable connection from within the ticket,capturing information as it is created.

Multi-Device Capability Intuitive interface for any device for any role (end user, technician, approver) providingaccess via web or native mobile app for end users and technicians.

Multi-Site Functionality Central management of dispersed technicians, multiple time zones, operational hours,and automated shift reassignments.

Reporting Straightforward data storage with ability to create any reports easily. Dashboards for anyrole with ability to easily build and modify.

Service Catalog Ability to request products and services through an online catalog that integrates into theticketing system; may include an app store.

Systems ManagementIntegration

APIs available for straightforward integration with multiple systems management toolssuch as network monitoring to create tickets for action items. May include aggregatedalerts, views and dashboards

Technician Administration Easily designed forms, templates, task management, and workflows using codelesscustomization.

Business Application IntegrationAPIs available for straightforward integration with multiple business systems such as ERP or CRM.


Delights 28%

HighlySatisfies 56%

AlmostSatisfies 13%

Disappoints 3%

77%Business

ApplicationIntegration

2 Axios ITSM 76%






-- FootPrints 42%


-- IBM Cloud 50%

-- BMC Remedy 9 42%

14



End-User Self-ServeIntuitive portal designed for end users to create incident tickets, request services, and access status and FAQs.


Delights 40%

HighlySatisfies 43%

AlmostSatisfies 14%

Disappoints 3%

79%End-User Self-

Serve

2 Axios ITSM 79%






-- FootPrints 38%


-- IBM Cloud 0

-- BMC Remedy 9 50%

End-User Support SolutionsTools to benefit end users such as single sign-on to self-serve, password reset, screen capture in ticket, dynamic FAQ matching to ticket key words.


Delights 31%

HighlySatisfies 54%

AlmostSatisfies 11%

Disappoints 3%

78%End-User Support

Solutions

2 Axios ITSM 77%






-- FootPrints 54%


-- IBM Cloud 50%

-- BMC Remedy 9 50%

15



Integrated Knowledge ManagementDatabase integrated with ticketing system for sharing information between technicians, may be single source or have the ability to federate multiplesources into a single search.


Delights 33%

HighlySatisfies 42%

AlmostSatisfies 22%

Disappoints 3%

76%IntegratedKnowledge

Management



4 Axios ITSM 69%




-- FootPrints 25%


-- IBM Cloud 50%

-- BMC Remedy 9 58%

Integration with IT ToolsIntegration with tools to assist the user which enable connection from within the ticket, capturing information as it is created.


Delights 38%

HighlySatisfies 47%

AlmostSatisfies 16%

Disappoints --

81%Integration with IT

Tools



4 Axios ITSM 70%




-- FootPrints 40%


-- IBM Cloud 0

-- BMC Remedy 9 25%

16



Multi-Device CapabilityIntuitive interface for any device for any role (end user, technician, approver) providing access via web or native mobile app for end users andtechnicians.


Delights 44%

HighlySatisfies 33%

AlmostSatisfies 22%

Disappoints --

81%Multi-Device

Capability

2 Axios ITSM 76%






-- FootPrints 30%


-- IBM Cloud 0

-- BMC Remedy 9 50%

Multi-Site FunctionalityCentral management of dispersed technicians, multiple time zones, operational hours, and automated shift reassignments.


Delights 50%

HighlySatisfies 25%

AlmostSatisfies 13%

Disappoints --

86%Multi-Site

Functionality



4 Axios ITSM 76%




-- FootPrints 31%


-- IBM Cloud 0

-- BMC Remedy 9 42%

17



ReportingStraightforward data storage with ability to create any reports easily. Dashboards for any role with ability to easily build and modify.


Delights 56%

HighlySatisfies 22%

AlmostSatisfies 22%

Disappoints --

83%Reporting





6 Axios ITSM 45%


-- FootPrints 46%


-- IBM Cloud 50%

-- BMC Remedy 9 58%

Service CatalogAbility to request products and services through an online catalog that integrates into the ticketing system; may include an app store.

OMNITRACKER ITSMTOP PRODUCT

Delights 33%

HighlySatisfies 48%

AlmostSatisfies 18%

Disappoints --

79%Service Catalog

2 Axios ITSM 78%






-- FootPrints 35%


-- IBM Cloud 50%

-- BMC Remedy 9 67%

18



Systems Management IntegrationAPIs available for straightforward integration with multiple systems management tools such as network monitoring to create tickets for action items.May include aggregated alerts, views and dashboards


Delights 44%

HighlySatisfies 33%

AlmostSatisfies 22%

Disappoints --

81%Systems

ManagementIntegration



4 Axios ITSM 76%




-- FootPrints 40%


-- IBM Cloud 50%

-- BMC Remedy 9 50%

Technician AdministrationEasily designed forms, templates, task management, and workflows using codeless customization.


Delights 44%

HighlySatisfies 48%

AlmostSatisfies 4%

Disappoints 2%

84%Technician

Administration




5 Axios ITSM 74%



-- FootPrints 55%


-- IBM Cloud 50%

-- BMC Remedy 9 50%

19


EmotionalFootprintSummary

The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationshipand product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product. While purchasing decisions shouldn’t be based on emotion, it’s valuable to know what kindof emotional response the vendor you’re considering elicits from their users.

-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE

EMOTIONAL SPECTRUM SCALE %POSITIVE

%NEGATIVE

EMOTIONALFOOTPRINT- =

-100 to 20 +21 to +40 +41 to +60 +61 to +81 +81 to +100

HELPSINNOVATE 100% RESPECTFUL 100% UNIQUE

FEATURES 100% SECURITYFRUSTRATES 8% OVER PROMISED 6% HARDBALL

TACTICS 3%

RELIABLE 96% RESPECTFUL 96% CONTINUALLYIMPROVING 94% WASTES TIME 10% FRUSTRATING 8% OVER PROMISED 7%

RESPECTFUL 97% EFFECTIVE 96% INTEGRITY 96% VENDOR'SINTEREST FIRST 4% PERFORMANCE

RESTRICTING 4% OVER PROMISED 3%

RESPECTFUL 94% EFFICIENT 94% RELIABLE 94% OVER PROMISED 31% PERFORMANCERESTRICTING 12% RESTRICTS

PRODUCTIVITY 12%

RESPECTFUL 95%CLIENTFRIENDLYPOLICIES

90% EFFICIENT 86% OVER PROMISED 33% FRUSTRATING 23% VENDOR'SINTEREST FIRST 17%

ENABLESPRODUCTIVITY 86% RESPECTFUL 85% INTEGRITY 85% OVER PROMISED 16% COMMODITY

FEATURES 14% GREEDY 11%

VENDOR NET EMOTIONALFOOTPRINT

NET EMOTIONALFOOTPRINT DISTRIBUTION

STRONGESTPOSITIVE EMOTIONS

STRONGESTNEGATIVE EMOTIONS

TeamDynamix ITSM +922% NEGATIVE 94% POSITIVE

Cherwell ITSM +854% NEGATIVE 89% POSITIVE

OmniTracker +852% NEGATIVE 87% POSITIVE

Spiceworks IT Help Desk +763% NEGATIVE 79% POSITIVE

Axios +717% NEGATIVE 78% POSITIVE

ServiceNow ITSM +627% NEGATIVE 69% POSITIVE

SAVES TIME 80% TRUSTWORTHY 75% RELIABLE 71% RESTRICTSPRODUCTIVITY 43% PERFORMANCE

RESTRICTING 43% NEGLECTFUL 40%

CONTINUALLYIMPROVING 86% UNIQUE

FEATURES 86% SECURITYPROTECTS 86% DESPISED 14%

CHARGES FORPRODUCTENHANCEMENTS

14%LEVERAGESINCUMBENTSTATUS

14%

APPRECIATESINCUMBENTSTATUS

100%CLIENTFRIENDLYPOLICIES

88%INCLUDESPRODUCTENHANCEMENTS

86% SECURITYFRUSTRATES 33% COMMODITY

FEATURES 33% FRUSTRATING 33%


FootPrints +1422% NEGATIVE 36% POSITIVE

IBM Cloud +635% NEGATIVE 68% POSITIVE

HP IT Service Management +4622% NEGATIVE 68% POSITIVE

20


Emotional Footprint This section digs deeper into the emotional connection between software vendors and users, displaying user responses to a variety of specific “emotional spectrum” scenarios that express dimensionsof the vendor-client relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor’s Net EmotionalFootprint score, and to target areas of particular interest or concern.

-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to 20 +21 to +40 +41 to +60 +61 to +81 +81 to +100

CATEGORY

ServiceExperienceGood service matters. The last thing you need isto be disrespected by your software vendor, or toget bogged down by their ineptitude or neglect.This section displays data related to quality andeffectiveness of service, so you can knowwhether you’ll be treated well before and afteryou’ve made the purchase.

Service ExperienceDisrespectful vs. Respectful

DISTRIBUTION -- -- 100%

DISTRIBUTION -- 3% 97%

DISTRIBUTION 2% 2% 96%


DISTRIBUTION 5% -- 95%



1 TeamDynamix ITSM +100

2 OmniTracker ITSM +97

3 Cherwell Service Management +94

4 Spiceworks IT Help Desk +94

5 Axios ITSM +90

6 ServiceNow Service Management +80

CATEGORY AVERAGE +94





- FootPrints +40

- HP IT Service Management +62

- IBM Cloud +71

- BMC Remedy 9 +57

21



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to 20 +21 to +40 +41 to +60 +61 to +81 +81 to +100

Service ExperienceBureaucratic vs. Efficient












5 Axios ITSM +77







- FootPrints +40


- IBM Cloud +71

- BMC Remedy 9 +57

Service ExperienceNeglectful vs. Caring













6 Axios ITSM +63






- FootPrints -20


- IBM Cloud +43

- BMC Remedy 9 +57

22



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to 20 +21 to +40 +41 to +60 +61 to +81 +81 to +100

Service ExperienceFrustrating vs. Effective













6 Axios ITSM +36






- FootPrints +0


- IBM Cloud +71

- BMC Remedy 9 +14

Service ExperienceWastes Time vs. Saves Time













6 Axios ITSM +54






- FootPrints +80


- IBM Cloud +43

- BMC Remedy 9 +43

23



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to 20 +21 to +40 +41 to +60 +61 to +81 +81 to +100

CATEGORY

ConflictResolutionDisagreements are inevitable, but knowing yourvendor will handle them reasonably, fairly, andamiably can give you peace of mind. Use thedata in this section to understand which vendorswill behave professionally when conflict arises.

Conflict ResolutionLack Of Integrity vs. Integrity













6 Axios ITSM +76






- FootPrints +50


- IBM Cloud +86

- BMC Remedy 9 +60

24



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to 20 +21 to +40 +41 to +60 +61 to +81 +81 to +100

Conflict ResolutionVendor Friendly Policies vs. Client FriendlyPolicies










3 Axios ITSM +85









- FootPrints +25


- IBM Cloud +71

- BMC Remedy 9 +40

Conflict ResolutionSelfish vs. Altruistic











4 Axios ITSM +81








- FootPrints +25


- IBM Cloud +57

- BMC Remedy 9 +40

25



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to 20 +21 to +40 +41 to +60 +61 to +81 +81 to +100

Conflict ResolutionBig Fat Liars vs. Trustworthy










3 Axios ITSM +86









- FootPrints +75


- IBM Cloud +72

- BMC Remedy 9 +60

Conflict ResolutionUnfair vs. Fair











4 Axios ITSM +86








- FootPrints +25


- IBM Cloud +86

- BMC Remedy 9 +60

26



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to 20 +21 to +40 +41 to +60 +61 to +81 +81 to +100

CATEGORY

Negotiation andContractNegotiation doesn’t have to be adversarial. Bothparties are always looking to get the best deal,but finding a vendor who will work with yourather than against makes it more likely you’llboth be happy with the results. Use the data inthis section to determine which vendors willnegotiate pleasantly and in good faith.

Negotiation and ContractGreedy vs. Generous










3 Axios ITSM +83









- FootPrints +20

- IBM Cloud +57


- BMC Remedy 9 +40

27



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to 20 +21 to +40 +41 to +60 +61 to +81 +81 to +100

Negotiation and ContractDeceptive vs. Transparent












5 Axios ITSM +72







- FootPrints +0


- IBM Cloud +86

- BMC Remedy 9 +0

Negotiation and ContractOver Promised vs. Under Promised











4 Axios ITSM +17








- FootPrints +20

- IBM Cloud +29


- BMC Remedy 9 -40

28



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to 20 +21 to +40 +41 to +60 +61 to +81 +81 to +100

Negotiation and ContractVendor's Interest First vs. Client's InterestFirst












5 Axios ITSM +61







- FootPrints +40


- IBM Cloud +43

- BMC Remedy 9 +20

Negotiation and ContractHardball Tactics vs. Friendly Negotiation












5 Axios ITSM +77







- FootPrints +0

- IBM Cloud +57


- BMC Remedy 9 +40

29



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to 20 +21 to +40 +41 to +60 +61 to +81 +81 to +100

CATEGORY

Strategy andInnovationYour vendor’s attitude toward innovation isimportant; if they aren’t at least keeping pacewith market directions and trends, they certainlywon’t be enabling you to get ahead. Use the datain this section to gauge whether your vendorappreciates the need to innovate and the extentto which they’ll support you to do the same.

Strategy and InnovationRoadblock To Innovation vs. Helps Innovate













6 Axios ITSM +66






- FootPrints +0


- IBM Cloud +57

- BMC Remedy 9 +14

30



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to 20 +21 to +40 +41 to +60 +61 to +81 +81 to +100

Strategy and InnovationStagnant vs. Continually Improving












5 Axios ITSM +74







- FootPrints +15

- IBM Cloud +86


- BMC Remedy 9 +0

Strategy and InnovationCharges For Product Enhancements vs.Includes Product Enhancements












5 Axios ITSM +74







- FootPrints +0

- IBM Cloud +57


- BMC Remedy 9 +15

31



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to 20 +21 to +40 +41 to +60 +61 to +81 +81 to +100

Strategy and InnovationLeverages Incumbent Status vs. AppreciatesIncumbent Status











4 Axios ITSM +78








- FootPrints -15


- IBM Cloud +43

- BMC Remedy 9 +43

Strategy and InnovationDespised vs. Inspiring













6 Axios ITSM +56






- FootPrints +0


- IBM Cloud +57

- BMC Remedy 9 +0

32



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to 20 +21 to +40 +41 to +60 +61 to +81 +81 to +100

CATEGORY

Product ImpactSoftware needs to reliably enable yourperformance and productivity. Use the data inthis section to see which vendors will propel youforward and which will be deadweight you’ll needto carry.

Product ImpactUnreliable vs. Reliable












5 Axios ITSM +81







- FootPrints +71


- IBM Cloud +71

- BMC Remedy 9 +43

33



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to 20 +21 to +40 +41 to +60 +61 to +81 +81 to +100

Product ImpactRestricts Productivity vs. Enables Productivity












5 Axios ITSM +77







- FootPrints -14


- IBM Cloud +71

- BMC Remedy 9 +28

Product ImpactPerformance Restricting vs. PerformanceEnhancing












5 Axios ITSM +72



DISTRIBUTION 43% 57% --




- FootPrints -43


- IBM Cloud +86

- BMC Remedy 9 +14

34



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to 20 +21 to +40 +41 to +60 +61 to +81 +81 to +100

Product ImpactCommodity Features vs. Unique Features












5 Axios ITSM +68







- FootPrints +0


- IBM Cloud +86

- BMC Remedy 9 -14

Product ImpactSecurity Frustrates vs. Security Protects












5 Axios ITSM +59







- FootPrints +0


- IBM Cloud +86

- BMC Remedy 9 +43

35

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