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 InfoTech 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 verified 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 InfoTech s Product Scorecard. Data Quadrant... 4 Vendor Capabilities...7 Product Feature Summary...13 Product Features...14 Emotional Footprint Summary...20 Emotional Footprint

3 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

4 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

5 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 field, and to see how the products you re considering stack up. RANK VENDOR COMPOSITE SCORE NET EMOTIONAL NET EMOTIONAL DISTRIBUTION VENDOR CAPABILITIES PRODUCT FEATURES LIKELINESS TO RECOMMEND NUMBER OF REVIEWS Cherwell ITSM 8.4/ % 89% 81% 75% 90% 49 TeamDynamix ITSM 8.4/ % 94% 76% 73% 89% 38 OmniTracker 8.2/ % 87% 78% 73% 86% 73 4 Spiceworks IT Help Desk 7.9/ % 79% 80% 78% 83% 18 5 Axios 7.3/ % 78% 72% 72% 81% 23 6 ServiceNow ITSM 6.9/ AVERAGE SCORES 7.9/ % 69% 4% 83% 73% 62% 84% 22 77% 72% 85% 37 VENDORS WITH INSUFFICIENT DATA FootPrints % 36% 56% 10 IBM Cloud +63 5% 68% 66% 9 HP IT Service Management % 68% 64% 9 5

6 Vendor Capability Summary This page summarizes user satisfaction with a variety of vendor capabilities regarding their product offering(s). Look for strong and consistent performance across the board when assembling your shortlist, and followup on areas of concern during the evaluation and negotiation processes. = Highest Score = Lowest Score VENDOR OVERALL CAPABILITY SATISFACTION BUSINESS VALUE CREATED BREADTH OF FEATURES QUALITY OF FEATURES PRODUCT STRATEGY AND RATE OF IMPROVEMENT USABILITY AND INTUITIVENESS VENDOR SUPPORT EASE OF DATA INTEGRATION EASE OF IT ADMINISTRATION EASE OF CUSTOMIZATION AVAILABILITY AND QUALITY OF TRAINING EASE OF IMPLEMENTATION 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% VENDORS WITH INSUFFICIENT DATA 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

7 Vendor Capability Satisfaction 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 of particular interest or concern. Vendor Capabilities This 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 underlying purpose of software is to create value for employees, customers, partners and ultimately shareholders. As a result, it is imperative that any software selection be aligned with the organization s needs and deliver enough business value to justify the cost. The data below highlights the satisfaction level associated with the business value derived from various product offerings. Use this information to identify the software that consistently creates business value for its customers. Business Value Created The ability to bring value to the organization. Delights 51% Breadth of Features Quality of Features The ability to perform a wide variety of tasks. The ability to perform at or above industry standards. CHERWELL SERVICE MANAGEMENT 39% 8% 84 % Business Value Created Product Strategy and Rate of Improvement The ability to adapt to market change. Disappoints 2% Usability and Intuitiveness Vendor Support Ease of Data Integration Ease of IT Administration Ease of Customization Availability and Quality of Training Ease of Implementation The ability to reduce training due to intuitive design. The ability to receive timely and sufficient support. The ability to seamlessly integrate data. Ease of use of the backend user interface. The ability to scale the solution to a business unique needs. Quality training allows employees to take full advantage of the software. The ability to implement the solution without unnecessary disruption. 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

8 Vendor Capability Satisfaction 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 of particular interest or concern. Breadth of Features Users prefer to work with feature rich software that enables them to perform diverse series of tasks as opposed to one they find restrictive. The data below highlights the satisfaction level associated with the breadth of features from various product offerings. Use this information to identify which software offers valuable comprehensive functionality that extends beyond the basic level. Quality of Features Feature quality is just as important as quantity. Software needs to do what you re purchasing it to do, easily, intuitively, reliably, and effectively. Use the data in this section to gauge whether or not a product follows through on the marketing hype by delivering high quality features. Delights 41% Delights 43% CHERWELL SERVICE MANAGEMENT 49% 10% 83 % Breadth of Features CHERWELL SERVICE MANAGEMENT 43% 10% 80 % Quality of Features Disappoints Disappoints 4% 2 OmniTracker ITSM 79% 2 OmniTracker ITSM 78% 3 ServiceNow Service Management 77% 3 TeamDynamix ITSM 78% 4 TeamDynamix ITSM 76% 4 Spiceworks IT Help Desk 76% 5 Spiceworks IT Help Desk 75% 5 ServiceNow Service Management 74% 6 Axios ITSM 71% 6 Axios ITSM 72% CATEGORY AVERAGE 77% CATEGORY AVERAGE 76% FootPrints 64% FootPrints 61% HP IT Service Management 47% HP IT Service Management 56% IBM Cloud 67% IBM Cloud 67% 8

9 Vendor Capability Satisfaction 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 of particular interest or concern. Product Strategy and Rate of Improvement Purchasing software can be a significant commitment, so it s important to know if your vendor is serious about the need for constant improvement and 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 the data in this section to separate innovators from imposters. Usability and Intuitiveness 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. Delights 32% Delights 44% TEAMDYNAMIX ITSM 58% 8% 79 % Product Strategy and Rate of Improvement SPICEWORKS IT HELP DESK 44% 11% 83 % Usability and Intuitiveness Disappoints 3% Disappoints 2 Spiceworks IT Help Desk 78% 2 Cherwell Service Management 79% 3 Cherwell Service Management 75% 3 TeamDynamix ITSM 73% 4 ServiceNow Service Management 74% 4 Axios ITSM 72% 5 OmniTracker ITSM 73% 5 ServiceNow Service Management 70% 6 Axios ITSM 72% 6 OmniTracker ITSM 70% CATEGORY AVERAGE 75% CATEGORY AVERAGE 75% FootPrints 50% FootPrints 58% HP IT Service Management 44% HP IT Service Management 53% IBM Cloud 67% IBM Cloud 75% 9

10 Vendor Capability Satisfaction 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 of particular interest or concern. Vendor 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. Use the data in this section to see which vendors tend to underservice their product and which will offer quality support. Ease of Data Integration The ability to integrate with other systems is increasingly important; without this, manual data loading and extraction can be timeconsuming and prone to error. Use this section to see which vendors will cause headaches and which will make data integration easy. Delights 58% Delights 24% TEAMDYNAMIX ITSM 34% 8% 88 % Vendor Support SPICEWORKS IT HELP DESK 65% 12% 78 % Ease of Data Integration Disappoints Disappoints 2 Spiceworks IT Help Desk 84% 2 Cherwell Service Management 78% 3 OmniTracker ITSM 81% 3 OmniTracker ITSM 78% 4 Cherwell Service Management 80% 4 ServiceNow Service Management 73% 5 ServiceNow Service Management 73% 5 Axios ITSM 73% 6 Axios ITSM 70% 6 TeamDynamix ITSM 65% CATEGORY AVERAGE 79% CATEGORY AVERAGE 74% FootPrints 44% FootPrints 58% HP IT Service Management 66% HP IT Service Management 61% IBM Cloud 67% IBM Cloud 67% 10

11 Vendor Capability Satisfaction 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 of particular interest or concern. Ease of IT Administration Administrative 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 this section to determine which vendors make administration easy, so that your IT personnel can resolve issues and perform configurations efficiently and effectively. Ease of Customization Outofthebox functionality often isn t enough, especially for niche or industryspecific software, and the reason you re buying rather than building is to save 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 easily achieve the functionality you need for your particular situation. Delights 58% Delights 55% CHERWELL SERVICE MANAGEMENT 33% 8% 88 % Ease of IT Administration CHERWELL SERVICE MANAGEMENT 35% 8% 85 % Ease of Customization Disappoints Disappoints 2% 2 Spiceworks IT Help Desk 82% 2 OmniTracker ITSM 84% 3 OmniTracker ITSM 80% 3 Spiceworks IT Help Desk 76% 4 TeamDynamix ITSM 77% 4 TeamDynamix ITSM 70% 5 ServiceNow Service Management 76% 5 Axios ITSM 69% 6 Axios ITSM 70% 6 ServiceNow Service Management 69% CATEGORY AVERAGE 79% CATEGORY AVERAGE 76% FootPrints 28% FootPrints 63% HP IT Service Management 56% HP IT Service Management 47% IBM Cloud 75% IBM Cloud 67% 11

12 Vendor Capability Satisfaction 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 of particular interest or concern. Availability and Quality of Training 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. Ease of Implementation Choosing the right software is only the first step. Successfully implementing the new solution is necessary in order to realize its full value and promote end user adoption. Use the data in this section to determine which software is easy to implement, and which may jeopardize your goals by causing trouble in this stage. Delights 33% Delights 59% SPICEWORKS IT HELP DESK 60% 7% 82 % Availability and Quality of Training SPICEWORKS IT HELP DESK 41% 90 % Ease of Implementation Disappoints Disappoints 2 OmniTracker ITSM 81% 2 Cherwell Service Management 84% 3 Cherwell Service Management 80% 3 OmniTracker ITSM 80% 4 Axios ITSM 76% 4 TeamDynamix ITSM 74% 5 TeamDynamix ITSM 73% 5 ServiceNow Service Management 71% 6 ServiceNow Service Management 73% 6 Axios ITSM 70% CATEGORY AVERAGE 77% CATEGORY AVERAGE 78% FootPrints 70% FootPrints 65% HP IT Service Management 47% HP IT Service Management 61% IBM Cloud 79% IBM Cloud 67% 12

13 Product Feature Summary This page summarizes user satisfaction with a variety of product features. While strong and consistent performance across the board is desirable, you may be willing to tolerate low scores on features that don t impact your primary use case or core objectives. Use this highlevel data to help plan and structure your product evaluation. = Highest Score = Lowest Score VENDOR OVERALL FEATURE SATISFACTION BUSINESS APPLICATION INTEGRATION ENDUSER SELF SERVE ENDUSER SUPPORT SOLUTIONS INTEGRATED KNOWLEDGE MANAGEMENT INTEGRATION WITH IT TOOLS MULTIDEVICE CAPABILITY MULTISITE FUNCTIONALITY REPORTING SERVICE CATALOG SYSTEMS MANAGEMENT INTEGRATION TECHNICIAN ADMINISTRATION 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% VENDORS WITH INSUFFICIENT DATA 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% % 50% 50% 50% BMC Remedy 9 49% 42% 50% 50% 58% 25% 50% 42% 58% 67% 50% 50% 13

14 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 Features This table lists and describes all the features that are evaluated in the IT Service Management software category. For your convenience, these descriptions are repeated under the feature subheadings in the subsequent pages. Business Application Integration APIs available for straightforward integration with multiple business systems such as ERP or CRM. Business Application Integration APIs available for straightforward integration with multiple business systems such as ERP or CRM. Delights 28% EndUser SelfServe EndUser Support Solutions Intuitive portal designed for end users to create incident tickets, request services, and access status and FAQs. Tools to benefit end users such as single signon to selfserve, password reset, screen capture in ticket, dynamic FAQ matching to ticket key words. CHERWELL SERVICE MANAGEMENT 56% 13% Disappoints 3% 77 % Business Application Integration Integrated Knowledge Management 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. 2 Axios ITSM 76% Integration with IT Tools MultiDevice Capability MultiSite Functionality Reporting Service Catalog Systems Management Integration Technician Administration Integration with tools to assist the user which enable connection from within the ticket, capturing information as it is created. 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. Central management of dispersed technicians, multiple time zones, operational hours, and automated shift reassignments. Straightforward data storage with ability to create any reports easily. Dashboards for any role with ability to easily build and modify. Ability to request products and services through an online catalog that integrates into the ticketing system; may include an app store. 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 Easily designed forms, templates, task management, and workflows using codeless customization. 3 Spiceworks IT Help Desk 75% 4 OmniTracker ITSM 74% 5 TeamDynamix ITSM 72% 6 ServiceNow Service Management 64% CATEGORY AVERAGE 74% FootPrints 42% HP IT Service Management 50% IBM Cloud 50% BMC Remedy 9 42% 14

15 Product Feature Satisfaction EndUser SelfServe Intuitive portal designed for end users to create incident tickets, request services, and access status and FAQs. 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. EndUser Support Solutions Tools to benefit end users such as single signon to selfserve, password reset, screen capture in ticket, dynamic FAQ matching to ticket key words. Delights 40% Delights 31% TEAMDYNAMIX ITSM 43% 14% 79 % EndUser Self Serve TEAMDYNAMIX ITSM 54% 11% 78 % EndUser Support Solutions Disappoints 3% Disappoints 3% 2 Axios ITSM 79% 2 Axios ITSM 77% 3 Cherwell Service Management 78% 3 Spiceworks IT Help Desk 75% 4 Spiceworks IT Help Desk 75% 4 OmniTracker ITSM 74% 5 OmniTracker ITSM 70% 5 Cherwell Service Management 72% 6 ServiceNow Service Management 57% 6 ServiceNow Service Management 70% CATEGORY AVERAGE 74% CATEGORY AVERAGE 74% FootPrints 38% FootPrints 54% HP IT Service Management 53% HP IT Service Management 61% IBM Cloud 0 IBM Cloud 50% BMC Remedy 9 50% BMC Remedy 9 50% 15

16 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. Integrated Knowledge Management 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. Delights 33% Delights 38% TEAMDYNAMIX ITSM 42% 22% 76 % Integrated Knowledge Management CHERWELL SERVICE MANAGEMENT 47% 16% 81 % Integration with IT Tools Disappoints 3% Disappoints 2 Spiceworks IT Help Desk 72% 2 Spiceworks IT Help Desk 78% 3 Cherwell Service Management 70% 3 OmniTracker ITSM 73% 4 Axios ITSM 69% 4 Axios ITSM 70% 5 OmniTracker ITSM 67% 5 TeamDynamix ITSM 61% 6 ServiceNow Service Management 66% 6 ServiceNow Service Management 59% CATEGORY AVERAGE 70% CATEGORY AVERAGE 72% FootPrints 25% FootPrints 40% HP IT Service Management 68% HP IT Service Management 47% IBM Cloud 50% IBM Cloud 0 BMC Remedy 9 58% BMC Remedy 9 25% 16

17 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. MultiDevice Capability 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. MultiSite Functionality Central management of dispersed technicians, multiple time zones, operational hours, and automated shift reassignments. Delights 44% Delights 50% SPICEWORKS IT HELP DESK 33% 22% 81 % MultiDevice Capability SPICEWORKS IT HELP DESK 25% 13% 86 % MultiSite Functionality Disappoints Disappoints 2 Axios ITSM 76% 2 TeamDynamix ITSM 79% 3 OmniTracker ITSM 70% 3 Cherwell Service Management 78% 4 TeamDynamix ITSM 67% 4 Axios ITSM 76% 5 Cherwell Service Management 66% 5 OmniTracker ITSM 72% 6 ServiceNow Service Management 58% 6 ServiceNow Service Management 68% CATEGORY AVERAGE 69% CATEGORY AVERAGE 76% FootPrints 30% FootPrints 31% HP IT Service Management 59% HP IT Service Management 61% IBM Cloud 0 IBM Cloud 0 BMC Remedy 9 50% BMC Remedy 9 42% 17

18 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. Reporting Straightforward data storage with ability to create any reports easily. Dashboards for any role with ability to easily build and modify. Service Catalog Ability to request products and services through an online catalog that integrates into the ticketing system; may include an app store. Delights 56% Delights 33% SPICEWORKS IT HELP DESK 22% 22% 83 % Reporting OMNITRACKER ITSM 48% 18% 79 % Service Catalog Disappoints Disappoints 2 TeamDynamix ITSM 65% 2 Axios ITSM 78% 3 OmniTracker ITSM 64% 3 Cherwell Service Management 78% 4 ServiceNow Service Management 61% 4 TeamDynamix ITSM 76% 5 Cherwell Service Management 60% 5 Spiceworks IT Help Desk 75% 6 Axios ITSM 45% 6 ServiceNow Service Management 59% CATEGORY AVERAGE 62% CATEGORY AVERAGE 76% FootPrints 46% FootPrints 35% HP IT Service Management 44% HP IT Service Management 69% IBM Cloud 50% IBM Cloud 50% BMC Remedy 9 58% BMC Remedy 9 67% 18

19 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. Systems Management Integration 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 Technician Administration Easily designed forms, templates, task management, and workflows using codeless customization. Delights 44% Delights 44% SPICEWORKS IT HELP DESK 33% 22% 81 % Systems Management Integration CHERWELL SERVICE MANAGEMENT 48% 4% 84 % Technician Administration Disappoints Disappoints 2% 2 Cherwell Service Management 80% 2 OmniTracker ITSM 81% 3 OmniTracker ITSM 78% 3 Spiceworks IT Help Desk 81% 4 Axios ITSM 76% 4 TeamDynamix ITSM 79% 5 TeamDynamix ITSM 70% 5 Axios ITSM 74% 6 ServiceNow Service Management 59% 6 ServiceNow Service Management 57% CATEGORY AVERAGE 76% CATEGORY AVERAGE 79% FootPrints 40% FootPrints 55% HP IT Service Management 56% HP IT Service Management 59% IBM Cloud 50% IBM Cloud 50% BMC Remedy 9 50% BMC Remedy 9 50% 19

20 Emotional Footprint Summary The Net Emotional Footprint measures highlevel user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendorclient relationship and 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 kind of emotional response the vendor you re considering elicits from their users. EMOTIONAL SPECTRUM SCALE NEUTRAL % = 100 % EMOTIONAL to to to to to +100 VENDOR NET EMOTIONAL NET EMOTIONAL DISTRIBUTION STRONGEST EMOTIONS STRONGEST EMOTIONS TeamDynamix ITSM +92 2% 94% HELPS INNOVATE 100% RESPECTFUL 100% UNIQUE FEATURES 100% SECURITY FRUSTRATES 8% OVER PROMISED 6% HARDBALL TACTICS 3% Cherwell ITSM +85 4% 89% RELIABLE 96% RESPECTFUL 96% CONTINUALLY IMPROVING 94% WASTES TIME 10% FRUSTRATING 8% OVER PROMISED 7% OmniTracker +85 2% 87% RESPECTFUL 97% EFFECTIVE 96% INTEGRITY 96% VENDOR'S INTEREST FIRST 4% PERFORMANCE RESTRICTING 4% OVER PROMISED 3% Spiceworks IT Help Desk +76 3% 79% RESPECTFUL 94% EFFICIENT 94% RELIABLE 94% OVER PROMISED 31% PERFORMANCE RESTRICTING 12% RESTRICTS PRODUCTIVITY 12% Axios +71 7% 78% RESPECTFUL 95% FRIENDLY CLIENT POLICIES 90% EFFICIENT 86% OVER PROMISED 33% FRUSTRATING 23% VENDOR'S INTEREST FIRST 17% ServiceNow ITSM +62 7% 69% ENABLES PRODUCTIVITY 86% RESPECTFUL 85% INTEGRITY 85% OVER PROMISED 16% COMMODITY FEATURES 14% GREEDY 11% VENDORS WITH INSUFFICIENT DATA FootPrints % 36% SAVES TIME 80% TRUSTWORTHY 75% RELIABLE 71% RESTRICTS PRODUCTIVITY 43% PERFORMANCE RESTRICTING 43% NEGLECTFUL 40% IBM Cloud +63 5% 68% CONTINUALLY IMPROVING 86% UNIQUE FEATURES 86% SECURITY PROTECTS 86% DESPISED 14% CHARGES FOR PRODUCT ENHANCEMENTS 14% LEVERAGES INCUMBENT STATUS 14% HP IT Service Management % 68% APPRECIATES INCUMBENT STATUS 100% CLIENT FRIENDLY POLICIES 88% INCLUDES PRODUCT ENHANCEMENTS 86% SECURITY FRUSTRATES 33% COMMODITY FEATURES 33% FRUSTRATING 33% 20

21 IT Service Management Category Report 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 dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL % % = EMOTIONAL 100 to to to to to +100 Service Experience CATEGORY Service Experience Good service matters. The last thing you need is to be disrespected by your software vendor, or to get bogged down by their ineptitude or neglect. This section displays data related to quality and effectiveness of service, so you can know whether you ll be treated well before and after you ve made the purchase. Disrespectful vs. Respectful 1 TeamDynamix ITSM 2 OmniTracker ITSM 3 Cherwell Service Management 4 Spiceworks IT Help Desk 5 Axios ITSM 6 ServiceNow Service Management CATEGORY AVERAGE FootPrints HP IT Service Management IBM Cloud BMC Remedy DISTRIBUTION 100% DISTRIBUTION 3% 97% DISTRIBUTION 2% 2% 96% DISTRIBUTION 6% 94% DISTRIBUTION 5% 95% DISTRIBUTION 5% 10% 85% DISTRIBUTION 1% 3% 96% DISTRIBUTION 60% 40% DISTRIBUTION 13% 13% 75% DISTRIBUTION 29% 71% DISTRIBUTION 14% 14% 71% 21

22 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 dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL % = 100 % EMOTIONAL to to to to to +100 Service Experience Bureaucratic vs. Efficient Service Experience Neglectful vs. Caring 1 TeamDynamix ITSM +97 DISTRIBUTION 3% 97% 1 TeamDynamix ITSM +94 DISTRIBUTION 3% 97% 2 Spiceworks IT Help Desk +94 DISTRIBUTION 6% 94% 2 OmniTracker ITSM +91 DISTRIBUTION 9% 91% 3 OmniTracker ITSM +89 DISTRIBUTION 1% 9% 90% 3 Cherwell Service Management +86 DISTRIBUTION 6% 2% 92% 4 Cherwell Service Management +79 DISTRIBUTION 2% 17% 81% 4 Spiceworks IT Help Desk +70 DISTRIBUTION 6% 18% 76% 5 Axios ITSM +77 DISTRIBUTION 9% 5% 86% 5 ServiceNow Service Management +65 DISTRIBUTION 5% 25% 70% 6 ServiceNow Service Management +70 DISTRIBUTION 5% 20% 75% 6 Axios ITSM +63 DISTRIBUTION 14% 9% 77% CATEGORY AVERAGE +85 CATEGORY AVERAGE +84 DISTRIBUTION 2% 10% 88% DISTRIBUTION 4% 8% 88% FootPrints +40 DISTRIBUTION 20% 20% 60% FootPrints 20 DISTRIBUTION 40% 40% 20% HP IT Service Management +38 DISTRIBUTION 25% 13% 63% HP IT Service Management +45 DISTRIBUTION 22% 11% 67% IBM Cloud +71 DISTRIBUTION 29% 71% IBM Cloud +43 DISTRIBUTION 14% 29% 57% BMC Remedy DISTRIBUTION 14% 14% 71% BMC Remedy DISTRIBUTION 14% 14% 71% 22

23 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 dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL % = 100 % EMOTIONAL to to to to to +100 Service Experience Frustrating vs. Effective Service Experience Wastes Time vs. Saves Time 1 TeamDynamix ITSM +97 DISTRIBUTION 3% 97% 1 TeamDynamix ITSM +94 DISTRIBUTION 3% 97% 2 OmniTracker ITSM +96 DISTRIBUTION 4% 96% 2 OmniTracker ITSM +91 DISTRIBUTION 9% 91% 3 Spiceworks IT Help Desk +88 DISTRIBUTION 12% 88% 3 Spiceworks IT Help Desk +88 DISTRIBUTION 12% 88% 4 Cherwell Service Management +71 DISTRIBUTION 8% 13% 79% 4 Cherwell Service Management +73 DISTRIBUTION 10% 6% 83% 5 ServiceNow Service Management +55 DISTRIBUTION 5% 35% 60% 5 ServiceNow Service Management +65 DISTRIBUTION 10% 15% 75% 6 Axios ITSM +36 DISTRIBUTION 23% 18% 59% 6 Axios ITSM +54 DISTRIBUTION 14% 18% 68% CATEGORY AVERAGE +80 CATEGORY AVERAGE +81 DISTRIBUTION 5% 11% 85% DISTRIBUTION 5% 8% 86% FootPrints +0 DISTRIBUTION 40% 20% 40% FootPrints +80 DISTRIBUTION 20% 80% HP IT Service Management +11 DISTRIBUTION 33% 22% 44% HP IT Service Management +34 DISTRIBUTION 33% 67% IBM Cloud +71 DISTRIBUTION 29% 71% IBM Cloud +43 DISTRIBUTION 14% 29% 57% BMC Remedy DISTRIBUTION 43% 57% BMC Remedy DISTRIBUTION 14% 29% 57% 23

24 IT Service Management Category Report 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 dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL % % = EMOTIONAL 100 to to to to to +100 Conflict Resolution CATEGORY Conflict Resolution Disagreements are inevitable, but knowing your vendor will handle them reasonably, fairly, and amiably can give you peace of mind. Use the data in this section to understand which vendors will behave professionally when conflict arises. Lack Of Integrity vs. Integrity 1 TeamDynamix ITSM 2 OmniTracker ITSM 3 Cherwell Service Management 4 Spiceworks IT Help Desk 5 ServiceNow Service Management 6 Axios ITSM CATEGORY AVERAGE FootPrints HP IT Service Management IBM Cloud BMC Remedy DISTRIBUTION 100% DISTRIBUTION 4% 96% DISTRIBUTION 2% 6% 91% DISTRIBUTION 14% 86% DISTRIBUTION 5% 10% 85% DISTRIBUTION 5% 14% 81% DISTRIBUTION 1% 6% 92% DISTRIBUTION 50% 50% DISTRIBUTION 25% 13% 63% DISTRIBUTION 14% 86% DISTRIBUTION 20% 80% 24

25 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 dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL % = 100 % EMOTIONAL to to to to to +100 Conflict Resolution Vendor Friendly Policies vs. Client Friendly Policies Conflict Resolution Selfish vs. Altruistic 1 TeamDynamix ITSM +91 DISTRIBUTION 9% 91% 1 TeamDynamix ITSM +88 DISTRIBUTION 3% 6% 91% 2 Cherwell Service Management +87 DISTRIBUTION 2% 9% 89% 2 Cherwell Service Management +87 DISTRIBUTION 13% 87% 3 Axios ITSM +85 DISTRIBUTION 5% 5% 90% 3 OmniTracker ITSM +83 DISTRIBUTION 1% 15% 84% 4 OmniTracker ITSM +79 DISTRIBUTION 3% 15% 82% 4 Axios ITSM +81 DISTRIBUTION 19% 81% 5 Spiceworks IT Help Desk +72 DISTRIBUTION 7% 14% 79% 5 ServiceNow Service Management +65 DISTRIBUTION 10% 15% 75% 6 ServiceNow Service Management +65 DISTRIBUTION 10% 15% 75% 6 Spiceworks IT Help Desk +57 DISTRIBUTION 7% 29% 64% CATEGORY AVERAGE +82 CATEGORY AVERAGE +81 DISTRIBUTION 3% 11% 85% DISTRIBUTION 2% 14% 83% FootPrints +25 DISTRIBUTION 25% 25% 50% FootPrints +25 DISTRIBUTION 25% 25% 50% HP IT Service Management +75 DISTRIBUTION 13% 88% HP IT Service Management +75 DISTRIBUTION 25% 75% IBM Cloud +71 DISTRIBUTION 29% 71% IBM Cloud +57 DISTRIBUTION 43% 57% BMC Remedy DISTRIBUTION 20% 20% 60% BMC Remedy DISTRIBUTION 20% 20% 60% 25

26 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 dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL % = 100 % EMOTIONAL to to to to to +100 Conflict Resolution Big Fat Liars vs. Trustworthy Conflict Resolution Unfair vs. Fair 1 OmniTracker ITSM +93 DISTRIBUTION 7% 93% 1 TeamDynamix ITSM +94 DISTRIBUTION 3% 97% 2 TeamDynamix ITSM +91 DISTRIBUTION 3% 3% 94% 2 OmniTracker ITSM +94 DISTRIBUTION 6% 94% 3 Axios ITSM +86 DISTRIBUTION 14% 86% 3 Cherwell Service Management +91 DISTRIBUTION 9% 91% 4 Cherwell Service Management +85 DISTRIBUTION 4% 6% 89% 4 Axios ITSM +86 DISTRIBUTION 14% 86% 5 Spiceworks IT Help Desk +64 DISTRIBUTION 7% 21% 71% 5 Spiceworks IT Help Desk +64 DISTRIBUTION 7% 21% 71% 6 ServiceNow Service Management +50 DISTRIBUTION 10% 30% 60% 6 ServiceNow Service Management +45 DISTRIBUTION 10% 35% 55% CATEGORY AVERAGE +84 CATEGORY AVERAGE +86 DISTRIBUTION 3% 10% 87% DISTRIBUTION 2% 10% 88% FootPrints +75 DISTRIBUTION 25% 75% FootPrints +25 DISTRIBUTION 25% 25% 50% HP IT Service Management +50 DISTRIBUTION 13% 25% 63% HP IT Service Management +50 DISTRIBUTION 13% 25% 63% IBM Cloud +72 DISTRIBUTION 14% 86% IBM Cloud +86 DISTRIBUTION 14% 86% BMC Remedy DISTRIBUTION 20% 80% BMC Remedy DISTRIBUTION 20% 80% 26

27 IT Service Management Category Report 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 dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL % % = EMOTIONAL 100 to to to to to +100 Negotiation and Contract CATEGORY Negotiation and Contract Negotiation doesn t have to be adversarial. Both parties are always looking to get the best deal, but finding a vendor who will work with you rather than against makes it more likely you ll both be happy with the results. Use the data in this section to determine which vendors will negotiate pleasantly and in good faith. Greedy vs. Generous 1 TeamDynamix ITSM 2 Spiceworks IT Help Desk 3 Axios ITSM 4 Cherwell Service Management 5 OmniTracker ITSM 6 ServiceNow Service Management CATEGORY AVERAGE FootPrints IBM Cloud HP IT Service Management BMC Remedy DISTRIBUTION 3% 6% 90% DISTRIBUTION 15% 85% DISTRIBUTION 17% 83% DISTRIBUTION 5% 11% 84% DISTRIBUTION 3% 15% 82% DISTRIBUTION 11% 32% 58% DISTRIBUTION 4% 15% 82% DISTRIBUTION 20% 40% 40% DISTRIBUTION 43% 57% DISTRIBUTION 14% 14% 71% DISTRIBUTION 20% 20% 60% 27

28 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 dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL % = 100 % EMOTIONAL to to to to to +100 Negotiation and Contract Deceptive vs. Transparent Negotiation and Contract Over Promised vs. Under Promised 1 Cherwell Service Management +91 DISTRIBUTION 2% 5% 93% 1 OmniTracker ITSM +69 DISTRIBUTION 3% 25% 72% 2 TeamDynamix ITSM +87 DISTRIBUTION 3% 6% 90% 2 TeamDynamix ITSM +59 DISTRIBUTION 6% 29% 65% 3 OmniTracker ITSM +82 DISTRIBUTION 3% 12% 85% 3 Cherwell Service Management +56 DISTRIBUTION 7% 30% 63% 4 Spiceworks IT Help Desk +77 DISTRIBUTION 8% 8% 85% 4 Axios ITSM +17 DISTRIBUTION 33% 17% 50% 5 Axios ITSM +72 DISTRIBUTION 28% 72% 5 ServiceNow Service Management +16 DISTRIBUTION 16% 53% 32% 6 ServiceNow Service Management +53 DISTRIBUTION 5% 37% 58% 6 Spiceworks IT Help Desk +0 DISTRIBUTION 31% 38% 31% CATEGORY AVERAGE +81 CATEGORY AVERAGE +49 DISTRIBUTION 3% 13% 84% DISTRIBUTION 10% 30% 60% FootPrints +0 DISTRIBUTION 20% 60% 20% FootPrints +20 DISTRIBUTION 20% 40% 40% HP IT Service Management +42 DISTRIBUTION 29% 71% IBM Cloud +29 DISTRIBUTION 14% 43% 43% IBM Cloud +86 DISTRIBUTION 14% 86% HP IT Service Management +28 DISTRIBUTION 29% 14% 57% BMC Remedy 9 +0 DISTRIBUTION 40% 20% 40% BMC Remedy 9 40 DISTRIBUTION 60% 20% 20% 28

29 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 dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL % = 100 % EMOTIONAL to to to to to +100 Negotiation and Contract Vendor's Interest First vs. Client's Interest First Negotiation and Contract Hardball Tactics vs. Friendly Negotiation 1 Cherwell Service Management +91 DISTRIBUTION 2% 5% 93% 1 OmniTracker ITSM +90 DISTRIBUTION 1% 7% 91% 2 TeamDynamix ITSM +84 DISTRIBUTION 3% 10% 87% 2 Cherwell Service Management +89 DISTRIBUTION 2% 7% 91% 3 OmniTracker ITSM +70 DISTRIBUTION 4% 22% 74% 3 TeamDynamix ITSM +87 DISTRIBUTION 3% 6% 90% 4 Spiceworks IT Help Desk +62 DISTRIBUTION 38% 62% 4 Spiceworks IT Help Desk +85 DISTRIBUTION 15% 85% 5 Axios ITSM +61 DISTRIBUTION 17% 6% 78% 5 Axios ITSM +77 DISTRIBUTION 6% 11% 83% 6 ServiceNow Service Management +52 DISTRIBUTION 11% 26% 63% 6 ServiceNow Service Management +53 DISTRIBUTION 5% 37% 58% CATEGORY AVERAGE +74 CATEGORY AVERAGE +84 DISTRIBUTION 5% 16% 79% DISTRIBUTION 3% 11% 87% FootPrints +40 DISTRIBUTION 60% 40% FootPrints +0 DISTRIBUTION 20% 60% 20% HP IT Service Management +57 DISTRIBUTION 43% 57% IBM Cloud +57 DISTRIBUTION 43% 57% IBM Cloud +43 DISTRIBUTION 57% 43% HP IT Service Management +28 DISTRIBUTION 29% 14% 57% BMC Remedy DISTRIBUTION 40% 60% BMC Remedy DISTRIBUTION 20% 20% 60% 29

30 IT Service Management Category Report 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 dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL % % = EMOTIONAL 100 to to to to to +100 Strategy and Innovation CATEGORY Strategy and Innovation Your vendor s attitude toward innovation is important; if they aren t at least keeping pace with market directions and trends, they certainly won t be enabling you to get ahead. Use the data in this section to gauge whether your vendor appreciates the need to innovate and the extent to which they ll support you to do the same. Roadblock To Innovation vs. Helps Innovate 1 TeamDynamix ITSM 2 Spiceworks IT Help Desk 3 Cherwell Service Management 4 ServiceNow Service Management 5 OmniTracker ITSM 6 Axios ITSM CATEGORY AVERAGE FootPrints HP IT Service Management IBM Cloud BMC Remedy DISTRIBUTION 100% DISTRIBUTION 6% 94% DISTRIBUTION 2% 6% 92% DISTRIBUTION 19% 81% DISTRIBUTION 3% 14% 83% DISTRIBUTION 4% 26% 70% DISTRIBUTION 2% 11% 87% DISTRIBUTION 29% 43% 29% DISTRIBUTION 25% 75% DISTRIBUTION 43% 57% DISTRIBUTION 43% 57% 30

31 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 dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL % = 100 % EMOTIONAL to to to to to +100 Strategy and Innovation Stagnant vs. Continually Improving Strategy and Innovation Charges For Product Enhancements vs. Includes Product Enhancements 1 TeamDynamix ITSM +94 DISTRIBUTION 3% 97% 1 TeamDynamix ITSM +94 DISTRIBUTION 3% 97% 2 Cherwell Service Management +90 DISTRIBUTION 4% 2% 94% 2 Cherwell Service Management +88 DISTRIBUTION 4% 4% 92% 3 OmniTracker ITSM +82 DISTRIBUTION 3% 13% 85% 3 OmniTracker ITSM +85 DISTRIBUTION 1% 13% 86% 4 Spiceworks IT Help Desk +75 DISTRIBUTION 25% 75% 4 Spiceworks IT Help Desk +81 DISTRIBUTION 19% 81% 5 Axios ITSM +74 DISTRIBUTION 4% 17% 78% 5 Axios ITSM +74 DISTRIBUTION 9% 9% 83% 6 ServiceNow Service Management +67 DISTRIBUTION 33% 67% 6 ServiceNow Service Management +61 DISTRIBUTION 10% 19% 71% CATEGORY AVERAGE +83 CATEGORY AVERAGE +83 DISTRIBUTION 3% 12% 86% DISTRIBUTION 4% 9% 87% FootPrints +15 DISTRIBUTION 14% 57% 29% FootPrints +0 DISTRIBUTION 14% 71% 14% IBM Cloud +86 DISTRIBUTION 14% 86% IBM Cloud +57 DISTRIBUTION 14% 14% 71% HP IT Service Management +28 DISTRIBUTION 29% 14% 57% HP IT Service Management +86 DISTRIBUTION 14% 86% BMC Remedy 9 +0 DISTRIBUTION 43% 14% 43% BMC Remedy DISTRIBUTION 14% 57% 29% 31

32 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 dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL % = 100 % EMOTIONAL to to to to to +100 Strategy and Innovation Leverages Incumbent Status vs. Appreciates Incumbent Status Strategy and Innovation Despised vs. Inspiring 1 TeamDynamix ITSM +97 DISTRIBUTION 3% 97% 1 TeamDynamix ITSM +94 DISTRIBUTION 3% 97% 2 Cherwell Service Management +82 DISTRIBUTION 6% 6% 88% 2 OmniTracker ITSM +86 DISTRIBUTION 14% 86% 3 OmniTracker ITSM +80 DISTRIBUTION 3% 14% 83% 3 Cherwell Service Management +86 DISTRIBUTION 4% 6% 90% 4 Axios ITSM +78 DISTRIBUTION 22% 78% 4 Spiceworks IT Help Desk +75 DISTRIBUTION 25% 75% 5 Spiceworks IT Help Desk +75 DISTRIBUTION 25% 75% 5 ServiceNow Service Management +71 DISTRIBUTION 5% 19% 76% 6 ServiceNow Service Management +52 DISTRIBUTION 10% 29% 62% 6 Axios ITSM +56 DISTRIBUTION 9% 26% 65% CATEGORY AVERAGE +80 CATEGORY AVERAGE +82 DISTRIBUTION 3% 13% 83% DISTRIBUTION 3% 12% 85% FootPrints 15 DISTRIBUTION 29% 57% 14% FootPrints +0 DISTRIBUTION 29% 43% 29% HP IT Service Management +100 DISTRIBUTION 100% HP IT Service Management +57 DISTRIBUTION 14% 14% 71% IBM Cloud +43 DISTRIBUTION 14% 29% 57% IBM Cloud +57 DISTRIBUTION 14% 14% 71% BMC Remedy DISTRIBUTION 57% 43% BMC Remedy 9 +0 DISTRIBUTION 43% 14% 43% 32

33 IT Service Management Category Report 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 dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL % % = EMOTIONAL 100 to to to to to +100 Product Impact CATEGORY Product Impact Software needs to reliably enable your performance and productivity. Use the data in this section to see which vendors will propel you forward and which will be deadweight you ll need to carry. Unreliable vs. Reliable 1 TeamDynamix ITSM 2 Spiceworks IT Help Desk 3 Cherwell Service Management 4 OmniTracker ITSM 5 Axios ITSM 6 ServiceNow Service Management CATEGORY AVERAGE FootPrints HP IT Service Management IBM Cloud BMC Remedy DISTRIBUTION 100% DISTRIBUTION 6% 94% DISTRIBUTION 4% 96% DISTRIBUTION 1% 7% 92% DISTRIBUTION 5% 9% 86% DISTRIBUTION 5% 18% 77% DISTRIBUTION 2% 6% 92% DISTRIBUTION 29% 71% DISTRIBUTION 33% 67% DISTRIBUTION 29% 71% DISTRIBUTION 14% 29% 57% 33

34 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 dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL % = 100 % EMOTIONAL to to to to to +100 Product Impact Restricts Productivity vs. Enables Productivity Product Impact Performance Restricting vs. Performance Enhancing 1 TeamDynamix ITSM +94 DISTRIBUTION 3% 97% 1 TeamDynamix ITSM +94 DISTRIBUTION 3% 97% 2 OmniTracker ITSM +92 DISTRIBUTION 1% 6% 93% 2 Cherwell Service Management +86 DISTRIBUTION 4% 6% 90% 3 Cherwell Service Management +90 DISTRIBUTION 4% 2% 94% 3 OmniTracker ITSM +84 DISTRIBUTION 4% 8% 88% 4 ServiceNow Service Management +86 DISTRIBUTION 14% 86% 4 ServiceNow Service Management +82 DISTRIBUTION 18% 82% 5 Axios ITSM +77 DISTRIBUTION 23% 77% 5 Axios ITSM +72 DISTRIBUTION 5% 18% 77% 6 Spiceworks IT Help Desk +70 DISTRIBUTION 12% 6% 82% 6 Spiceworks IT Help Desk +59 DISTRIBUTION 12% 18% 71% CATEGORY AVERAGE +88 CATEGORY AVERAGE +83 DISTRIBUTION 3% 6% 91% DISTRIBUTION 4% 9% 87% FootPrints 14 DISTRIBUTION 43% 29% 29% FootPrints 43 DISTRIBUTION 43% 57% HP IT Service Management +34 DISTRIBUTION 33% 67% HP IT Service Management +34 DISTRIBUTION 33% 67% IBM Cloud +71 DISTRIBUTION 29% 71% IBM Cloud +86 DISTRIBUTION 14% 86% BMC Remedy DISTRIBUTION 29% 14% 57% BMC Remedy DISTRIBUTION 43% 57% 34