IT Service Management

Transcription

1 Category Report IT Service Management NUMBER OF REVIEWS NUMBER OF VENDORS EVALUATED REPORT GENERATED February 2018 Axios ITSM TeamDynamix ITSM Cherwell Service Management OmniTracker ITSM ServiceNow Service Management Spiceworks IT Help Desk

2 IT Service Management Category Report Table of Contents How to Use the Report Info-Tech s Category Reports provide a comprehensive evaluation of popular products in the IT Service Management market. This buyer s guide is designed to help prospective purchasers make better decisions by leveraging the experiences of real users. Category Overview... 5 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 is compared and contrasted with all other vendors in their category to create a holistic, unbiased view of the product landscape. Vendor Capability Summary... 6 Use this report to determine which product is right for your organization. For highly detailed reports on individual products, see Info-Tech s Product Scorecard. Data Quadrant... 4 Vendor Capabilities...7 Product Feature Summary...13 Product Features...14 Emotional Footprint Summary...20 Emotional Footprint

3 IT Service Management Category Report SOFTWARE REVIEWS Data Quadrant Assess vendor and product performance at a glance and use the Software Reviews Data Quadrant to identify which products and vendors are leadings the pack and which are trailing. 8.2 PRODUCT INNOVATOR LEADER IT Service Management Cherwell Service Management The Software Reviews Data Quadrant evaluates and ranks products based on feedback from IT and business professionals. The placement of a software in the Data Quadrant indicates its relative ranking as well as its categorization. PRODUCT FEATURES AND SATISFACTION Spiceworks IT Help Desk Axios ITSM ServiceNow Service Management TeamDynamix ITSM OmniTracker ITSM The Complete Software Experience When distilled down, the software experience is shaped by both the experience with the software and the relationship with the vendor. Evaluating enterprise software along these two dimensions provides a comprehensive understanding of the product and helps identify vendors that can deliver on both. Product Features and Satisfaction The satisfaction is captured in the overall satisfaction score, which is driven by the likelihood of users to recommend the software, combined with user satisfaction across top product features. Vendor Experience and Capabilities The vendor relationship is calculated in a weighted average of the satisfaction scores tied to vendor capabilities (e.g. software implementation, training, customer support, product roadmap) as well as emotional response ratings toward the vendor (e.g. trustworthy, respectful, fair). 7.3 FOLLOWER SERVICE STAR 6.6 VENDOR EXPERIENCE AND CAPABILITIES 8.8 Note: The axes ranges are dynamically adjusted based on minimum and maximum values in the dataset. 4

4 IT Service Management Category Report Category Overview 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 Net Emotional 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 EMOTIONAL FOOTPRINT NET EMOTIONAL FOOTPRINT DISTRIBUTION VENDOR CAPABILITIES PRODUCT FEATURES LIKELINESS TO RECOMMEND NUMBER OF REVIEWS Cherwell ITSM 8.4/ % NEGATIVE 89% POSITIVE 81% 75% 90% 49 TeamDynamix ITSM 8.4/ % NEGATIVE 94% POSITIVE 76% 73% 89% 38 OmniTracker 8.2/ % NEGATIVE 87% POSITIVE 78% 73% 86% 73 4 Spiceworks IT Help Desk 7.9/ % NEGATIVE 79% POSITIVE 80% 78% 83% 18 5 Axios 7.3/ % NEGATIVE 78% POSITIVE 72% 72% 81% 23 6 ServiceNow ITSM 6.9/ AVERAGE SCORES 7.9/ % NEGATIVE 69% POSITIVE 4% NEGATIVE 83% POSITIVE 73% 62% 84% 22 77% 72% 85% 37 VENDORS WITH INSUFFICIENT DATA -- FootPrints % NEGATIVE 36% POSITIVE % IBM Cloud % NEGATIVE 68% POSITIVE % 9 -- HP IT Service Management % NEGATIVE 68% POSITIVE % 9 5

5 Category Report Software Directory IT SERVICE MANAGEMENT SOFTWARE Selecting software can be overwhelming and one of the biggest challenges facing organizations is understanding the marketplace and identifying all of the available vendors and products. The Software Directory is a comprehensive list of all relevant software vendors in a particular category. Use this page to create the right vendor shortlist by exploring all of the options available to your organization. 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 Desk Software 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