Product Scorecard OMNITRACKER ITSM. February Improving and Accelerating Enterprise Software Evaluation and Selection

Transcription

1 February 2018 Improving and Accelerating Enterprise Software Evaluation and Selection OMNITRACKER ITSM Product Scorecard 49 (9126) Dr.-Otto-Leich-Straße 3 Postfach, Germany 160 Employees NUMBER OF REVIEWS 73

2 Product Scorecard / Table of Contents OmniTracker ITSM Product Scorecard Contents Executive Summary 3 Vendor Capability Satisfaction 4 Product Feature Satisfaction 5 How to Use the Scorecard The Product Scorecard is a comprehensive report designed to help clients make better purchasing decisions. Data in the report is collected from real end users of the product and analyzed in an exhaustive fashion with extensive data analytics. Use this report to understand whether this product is right for your organization. Emotional Footprint 6 Reasons for Leaving and Joining 10 Implementation 14 Staffing and Ownership 15 Selection Decisions 16 Market Size Comparison 17 Comparisons 18 Comments 19

3 Product Scorecard / Executive Summary NUMBER OF REVIEWS /10 COMPOSITE SCORE OmniTracker Likeliness to Recommend IT SERVICE MANAGEMENT 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. 160 Employees Dr.-Otto-Leich-Straße 3 Postfach, Germany The composite satisfaction score (Composite Score) is an average of four different areas of evaluation: Net Emotional Footprint, Vendor Capabilities, Product Features, and Likeliness to Recommend. The Net Emotional Footprint Score measures user emotional response ratings of the vendor (e.g. trustworthy, respectful, fair). Promoters 6 Passives 32 % Detractors 8 % Plan to Renew Definitely 77 % Probably 17 % Probably Not 5 % Definitely Not 1 % RANK OUT OF 6 LIKELINESS IT SERVICE MANAGEMENT RANK OUT OF 6 5th PLAN TO RECOMMEND 86% TO RENEW IT SERVICE MANAGEMENT 94% Satisfaction that Cost is Fair Relative to Value Delighted 3 Satisfied 5 Satisfied 2 Disappointed RANK OUT OF 6 4th 78% IT SERVICE MANAGEMENT 3

4 Product Scorecard / Vendor Capability Satisfaction Vendor Capability Satisfaction When making the right purchasing decision, use peer satisfaction ratings to decipher OmniTracker ITSM s strengths and weaknesses, and determine which capabilities matter most to you. A scale of satisfaction ranging from,,, and is applied to each core vendor capability providing an ability to understand satisfaction across several business and IT competencies. How satisfied are you with the following OmniTracker ITSM capabilities? Quality of Features 33% The ability to perform at or above industry standards. Feature quality is just as important as quantity. Use this data to determine if this product will do what you re purchasing it to do, easily, intuitively, reliably, and effectively. DEGREE OF 2nd 78% 76% Ease of Data Integration 39% The ability to seamlessly integrate data. Use this data to determine whether the product will cause headaches or make data integration easy. DEGREE OF 78% 74% Ease of Customization 52% DEGREE OF 2nd Vendor Support 46% DEGREE OF Business Value Created 29% DEGREE OF 4th The ability to scale the solution to a business unique needs. Don t get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation. 84% 76% The ability to receive timely and sufficient support. The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve. 81% 79% The ability to bring value to the organization. Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction or lack thereof with the product s business value. 79% 78% Availability and Quality of Training 39% DEGREE OF 2nd Ease of Implementation 36% DEGREE OF Product Strategy and Rate of Improvement 21% DEGREE OF 5th Quality training allows employees to take full advantage of the software. Effective 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 s training programs and materials measure up. 81% 77% The ability to implement the solution without unnecessary disruption. Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement. 80% 78% The ability to adapt to market change. Vendors who don t stay on top of emerging needs and trends won t enable you to meet your business goals. Use this data to separate innovators from imposters. 73% 75% Breadth of Features 29% DEGREE OF 2nd Ease of IT Administration 32% DEGREE OF Usability and Intuitiveness 14% DEGREE OF 6th The ability to perform a wide variety of tasks. Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product s breadth of features. 79% 77% Ease of use of the backend user interface. This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively. 80% 79% The ability to reduce training due to intuitive design. End user learning curves cost the organization money. Pay attention to your end users technical ability to determine how important UX is in your purchase. 70% 75% 4

5 Product Scorecard / Product Feature Satisfaction Product Feature Satisfaction Pay attention to the features you need for your scenario by evaluating peer feature satisfaction ratings. Tolerate low scores on features that do not impact your business, instead focus on scores being high for features that matter. A scale of satisfaction ranging from,,, and is applied to each feature core to the market. How satisfied are you with the following OmniTracker ITSM features and functionalities? Integration with IT Tools 23% Integration with tools to assist the user which enable connection from within the ticket, capturing information as it is created. DEGREE OF 73% 70% End-User Support Solutions 29% Tools 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. DEGREE OF 4th 74% 74% Service Catalog 33% DEGREE OF 1st Multi-Device Capability 24% DEGREE OF Multi-Site Functionality 25% DEGREE OF 5th Ability to request products and services through an online catalog that integrates into the ticketing system; may include an app store. 79% 74% Intuitive interface for any device for any role (end user, technician, approver) providing access via web or native mobile app for end users and technicians. 70% 70% Central management of dispersed technicians, multiple time zones, operational hours, and automated shift reassignments. 72% 76% Technician Administration 34% DEGREE OF 2nd Reporting 20% DEGREE OF End-User Self-Serve 25% DEGREE OF 5th Easily designed forms, templates, task management, and workflows using codeless customization. 81% 76% Straightforward data storage with ability to create any reports easily. Dashboards for any role with ability to easily build and modify. 64% 63% Intuitive portal designed for end users to create incident tickets, request services, and access status and FAQs. 70% 73% Systems Integration 31% DEGREE OF Business Application Integration 24% DEGREE OF 4th Integrated Knowledge 19% DEGREE OF 5th APIs 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 78% 74% APIs available for straightforward integration with multiple business systems such as ERP or CRM. 74% 73% 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. 67% 70% 5

6 Product Scorecard / Emotional Footprint OMNITRACKER ITSM Word Cloud As organizations become more and more dependent on software to automate and streamline operations, users are developing strong emotional connections to their applications and vendors. The SoftwareReviews Word Cloud aggregates the most commonly experienced pain points and prevailing opinions held by its users. Use this at-aglance summary to evaluate the vendor-client relationship and product effectiveness. Additional data about each of the emotional sentiments can be found on the following pages. WORD SIZE is driven by the strength of the sentiment. Strong Weak NEGATIVE NEUTRAL POSITIVE WORD COLOUR is driven by the number of reviews that share the sentiment. TRANSPARENT FRIENDLY NEGOTIATION CLIENT'S INTEREST FIRST UNDER PROMISED EFFICIENT TRUSTWORTHY HELPS INNOVATE GENEROSITY SAVES TIME RESPECTFUL RELIABLE ENABLES PRODUCTIVITY LOVE CLIENT FRIENDLY POLICIES CRITICAL ALTRUISTIC INTEGRITY CARING FAIR INSPIRING CONTINUALLY IMPROVING EFFECTIVE UNIQUE FEATURES INCLUDES PRODUCT ENHANCEMENTS 6

7 Product Scorecard / Emotional Footprint OMNITRACKER Strategy and Innovation Emotional Footprint Importance to Professional Success How important is OmniTracker to your current professional success? CRITICAL A score ranging from minus 4 to plus 4 is applied to each individual s emotional reaction to each question. B2B purchasing decisions not only rely on data and facts, but also gut instinct and emotional inputs. A vendors Emotional Footprint can influence whether a client chooses to do business with the organization. The information displayed below represents the emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale. As a customer, please share your feelings across OmniTracker's Strategy and Innovation INCLUDES PRODUCT ENHANCEMENTS 86% 1% CHARGES FOR PRODUCT ENHANCEMENTS EMOTIONAL SPECTRUM SCALE 81% INSPIRING CONTINUALLY IMPROVING 86% 85% 5% IRRELEVANT Strength of Emotional Connection Overall, describe the strength of your emotional connection to OmniTracker LOVE NEGATIVE NEUTRAL %-%= POSITIVE NEGATIVE NET EMOTIONAL FOOTPRINT NET EMOTIONAL FOOTPRINT 90% OMNITRACKER 0% HATE POSITIVE +85 0% 3% DESPISED STAGNANT HELPS INNOVATE APPRECIATES INCUMBENT STATUS 83% 83% 3% ROADBLOCK TO INNOVATION 3% LEVERAGES INCUMBENT STATUS 7

8 Product Scorecard / Emotional Footprint Service Experience RESPECTFUL 97 % EFFECTIVE 96 % CARING 91 % SAVES TIME 91 % EFFICIENT 9 As a customer, please share your feelings across OmniTracker Service Experience DISRESPECTFUL FRUSTRATING NEGLECTFUL WASTES TIME 1 % BUREAUCRATIC Product Experience ENABLES PRODUCTIVITY 93 % RELIABLE 92 % PERFORMANCE ENHANCING 88 % SECURITY PROTECTS 85 % UNIQUE FEATURES 83 % As a customer, please share your feelings across OmniTracker's Product Impact 1 % RESTRICTS PRODUCTIVITY 1 % UNRELIABLE 4 % PERFORMANCE RESTRICTING 1 % SECURITY FRUSTRATES 3 % COMMODITY FEATURES Negotiation and Contract Experience FRIENDLY NEGOTIATION 91 % TRANSPARENT 85 % GENEROSITY 82 % CLIENT'S INTEREST FIRST 74 % UNDER PROMISED 72 % As a customer, please share your feelings across OmniTracker's Negotiation and Contract 1 % HARDBALL TACTICS 3 % DECEPTIVE 3 % GREED 4 % VENDOR'S INTEREST FIRST 3 % OVER PROMISED Problem Resolution Experience INTEGRITY 96 % FAIR 94 % TRUSTWORTHY 93 % ALTRUISTIC 84 % CLIENT FRIENDLY POLICIES 82 % As a customer, please share your feelings across OmniTracker's Product Impact LACK OF INTEGRITY UNFAIR BIG FAT LIARS 1 % SELFISH 3 % VENDOR FRIENDLY POLICIES 8

9 Product Scorecard / Emotional Footprint Relationships and Interaction When interacting with OmniTracker ITSM your peers express the following positive and negative sentiments across several teams. Use this to assess this vendors service orientation and ease of partnership. Based on your interactions and relationships with OmniTracker ITSM, please summarize what you experienced 96% 1% POSITIVE SENTIMENTS NEGATIVE SENTIMENTS NET RELATIONSHIP FOOTPRINT +95 Sales Team EFFECTIVE / KNOWLEDGEABLE 10 FRIENDLY / CARING 10 Technical and Product Specialists EFFECTIVE / KNOWLEDGEABLE 91 % FRIENDLY / CARING 10 INEFFECTIVE / UNHELPFUL INDIFFERENT / UNPLEASANT INEFFECTIVE / UNHELPFUL INDIFFERENT / UNPLEASANT Client Service Team Leadership Team EFFECTIVE / KNOWLEDGEABLE 10 FRIENDLY / CARING 10 EFFECTIVE / KNOWLEDGEABLE 8 FRIENDLY / CARING 8 INEFFECTIVE / UNHELPFUL INDIFFERENT / UNPLEASANT 2 INEFFECTIVE / UNHELPFUL 2 INDIFFERENT / UNPLEASANT 9

10 Product Scorecard / Reasons for Leaving and Joining Joining OmniTracker ITSM See why clients left which previous vendors for OmniTracker ITSM and their average increase or decrease in satisfaction with that move. Determine if your reasons for selecting match the most common ones, and predict your own change in satisfaction by looking at your peers. 3 PEOPLE HAVE LEFT 2 PEOPLE HAVE LEFT 1 PEOPLE HAVE LEFT 1 PEOPLE HAVE LEFT ALL OTHER VENDORS PRIMARY REASON FOR LEAVING PRIMARY REASON FOR LEAVING PRIMARY REASON FOR LEAVING PRIMARY REASON FOR LEAVING Cost Cost Cost Cost Functionality Functionality Functionality Functionality Services Services Services Services Architecture Architecture Architecture Architecture Changing Needs Changing Needs Changing Needs Changing Needs Political Reasons Political Reasons Political Reasons Political Reasons Vendor Rationalization Vendor Rationalization Vendor Rationalization Vendor Rationalization Usability Usability Usability Usability Other Other Other Other 67% MORE SATISFIED WITH 60% MORE SATISFIED WITH 100% MORE SATISFIED 0% WITH MORE SATISFIED WITH 7 people are 60% more satisfied with OmniTracker ITSM over their previous vendor on average 11

11 Product Scorecard / Market Size Comparison Market Size Comparison SMALL MEDIUM Most products aren t well-suited for businesses of all shapes and sizes. See which market segment OmniTracker ITSM fits best. Small businesses range from 1 to 500 employees, Medium businesses range from 501 to 5,000 employees, and Large businesses have more than 5,000 employees. LARGE +71 NET PROMOTER SCORE +42 NET PROMOTER SCORE +31 NET PROMOTER SCORE NET PROMOTER Promoters 77% NET PROMOTER Promoters 50% NET PROMOTER Promoters 44% Passives 17% Passives 42% Passives 43% Detractors 6% Detractors 8% Detractors 13% Delighted 2% Delighted 1% Delighted 3% CAPABILITY Satisfied 7% Satisfied 43% CAPABILITY Satisfied 19% Satisfied 53% CAPABILITY Satisfied 21% Satisfied 59% Disappointed 48% Disappointed 27% Disappointed 17% Delighted 1% Delighted 4% Delighted 10% FEATURE Satisfied 11% Satisfied 50% FEATURE Satisfied 30% Satisfied 43% FEATURE Satisfied 25% Satisfied 55% Disappointed 38% Disappointed 23% Disappointed 10% Delighted 3% Delighted 0% Delighted 0% IMPLEMENTATION Satisfied 0% Satisfied 45% IMPLEMENTATION Satisfied 20% Satisfied 48% IMPLEMENTATION Satisfied 13% Satisfied 74% Disappointed 52% Disappointed 32% Disappointed 13% Delighted 0% Delighted 0% Delighted 0% COST Satisfied 15% Satisfied 39% COST Satisfied 17% Satisfied 83% COST Satisfied 100% Satisfied 0% Disappointed 46% Disappointed 0% Disappointed 0% ORG FIT 1: COMPELLING SALES EXPERIENCE 2: ARCHITECTURAL PLATFORM FIT 3: COST ORG FIT 1: PREVIOUSLY INSTALLED PRODUCT OR VENDOR 2: REPUTATION OF THE VENDOR 3: SKILL AND STAFF FIT ORG FIT 1: ARCHITECTURAL PLATFORM FIT 2: COST 3: SOCIAL RESPONSIBILITY IMPORTANCE FEAT 28% COST 5% ORG 16% CAP 51% IMPORTANCE CAP 47% FEAT 30% COST 2% ORG 21% IMPORTANCE CAP 57% FEAT 36% COST 1% ORG 6% PLAN TO RENEW 100% PLAN TO RENEW 92% PLAN TO RENEW 87% 17

12 Product Scorecard / Selection Decisions How Selection Decisions are Made Spend the right amount of time making your decision. See how formal peers selection processes are to allocate appropriate resourcing for this project. How much time and effort (in weeks) was spent making your selection decision? 1 WEEK 2 WEEKS 3-5 WEEKS 6-10 WEEKS WEEKS 21+ WEEKS Selection Methodology Software that is integral to the business needs a full, formal, front-to-back selection process which takes time and resources. Some software can be purchased with less involvement. Understand what process you should undertake. FORMAL INFORMAL 14 % 5 % 38 % 24 % 19 % % OF RESPONDENTS Selection Process, Oversight, and Approval What processes, oversights, and approvals were used in your evaluation and selection process? Who Made the Selection Involve the right people when purchasing. See who peers involved in the decision to ensure you re involving the right mix of business and IT. How many people were involved in the following capacities during this vendor selection decision? Discover the most popular types of selection processes, oversights, and approvals used for OmniTracker ITSM. Because companies may use more than one process when selecting software, these percentages don't necessarily add to 100%. Used Formal Decision Criteria 77 % # of Decision Makers 5 % 47 % 43 % 5 % Enterprise Architecture Oversight and Approval Security Oversight and Approval Used a Consultant 28 % 13 % 41 % Business and IT Involvement 1 9 IT ONLY MIXED BUSINESS ONLY Used an RFP Process Used ROI or Cost Benefit Analysis Used Third Party Data or Reports 36 % 32 % 5 # of Influencers 25 % 5 25 % IT ONLY 43 % 28 % 29 % MIXED BUSINESS ONLY Procurement or Legal Oversight and Approval How Effective is the Selection Process 28 % 81 % EFFECTIVE 16