February 2019
CATEGORY REPORT
IT Service ManagementAgiloft Service Desk Suite
Axios ITSM
BMC Remedy 9
C2 ATOM
Cherwell Service Management
FootPrints
IBM Control Desk
Ivanti IT Service Management
Manage Engine ServiceDesk Plus
Micro Focus SMA
OmniTracker ITSM
Oracle IT Service Management Suite
Quest KACE
ServiceNow Service Management
Spiceworks IT Help Desk
SysAid
TeamDynamix ITSM
Zendesk Support 18Vendors Evaluated
749Reviews
IT Service Management Category Report
Table ofContentsData Quadrant.................................................................................................................. 4
Category Overview ......................................................................................................5
Vendor Capability Summary .................................................................................7
Vendor Capabilities...................................................................................................... 9
Product Feature Summary .................................................................................. 15
Product Features ..........................................................................................................17
Emotional Footprint Summary ....................................................................... 23
Emotional Footprint.................................................................................................25
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.
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Category Report
SoftwareDirectoryIT SERVICE MANAGEMENTSOFTWARE
Selecting software can be overwhelming andone of the biggest challenges facingorganizations is understanding themarketplace and identifying all of the availablevendors and products. The Software Directoryis a comprehensive list of all relevant softwarevendors in a particular category. Use this pageto create the right vendor shortlist by exploringall of the options available to yourorganization.
IT Service Management Software
Agiloft Service Desk Suite Alloy Discovery Axios ITSM
BMC Remedy 9 C2 ATOM CA Technologies Service Management
ChangeGear Cherwell Service Management EasyVista Service Manager
FootPrints HornBill Service Manager IBM Control Desk
IncidentMonitor™ ITIL Service DeskSoftware ITRP Ivanti IT Service Management
Jira Service Desk Manage Engine ServiceDesk Plus Micro Focus SMA
OmniTracker ITSM Oracle IT Service Management Suite Quest KACE
Samanage ServiceNow Service Management Spiceworks IT Help Desk
SysAid TeamDynamix ITSM TOPdesk ITSM
USU Valuemation Vivantio Vivantio PRO
Zendesk IT Help Desk Software Zendesk Support
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IT Service Management Category Report
SOFTWARE REVIEWS
Data QuadrantAssess vendor and product performance at a glance and use the Software ReviewsData Quadrant to identify which products and vendors are leadings the pack andwhich are trailing.
9.1
PRO
DUCT
FEA
TURE
S AN
D SA
TISF
ACTI
ON
5.4
5.3 VENDOR EXPERIENCE AND CAPABILITIES 10
Product Features andSatisfactionThe satisfaction is captured in the overall satisfactionscore, which is driven by the likelihood of users torecommend the software, combined with usersatisfaction across top product features.
IT SERVICE MANAGEMENTThe 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.
The Complete Software ExperienceWhen distilled down, the software experience is shaped by both the experience with the software and the relationship withthe vendor. Evaluating enterprise software along these two dimensions provides a comprehensive understanding of theproduct and helps identify vendors that can deliver on both.
Vendor Experience andCapabilitiesThe vendor relationship is calculated in a weighted average of thesatisfaction scores tied to vendor capabilities (e.g. softwareimplementation, training, customer support, product roadmap) aswell as emotional response ratings toward the vendor (e.g.trustworthy, respectful, fair).
Note: The axes ranges are dynamically adjusted based on minimum and maximum values in the dataset.
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I T S E R V I C E M A N A G E M E N T
J A N U A R Y 2 0 1 9
PRODUCTINNOVATOR
LEADER
FOLLOWERSERVICE
STAR
Y
X
Ivanti
TeamDynamix
OmniTracker
SysAid
Cherwell
C2
Zendesk
Spiceworks
Agiloft IBM
Micro Focus
ServiceNow
Manage Engine
Axios
BMC
Quest
BMC
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 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
Ivanti IT Service Management 8.6/10 +921% NEGATIVE 93% POSITIVE
76% 79% 88% 22
TeamDynamix ITSM 8.5/10 +883% NEGATIVE 91% POSITIVE
77% 77% 89% 53
Cherwell ITSM 8.4/10 +843% NEGATIVE 87% POSITIVE
82% 76% 89% 66
SysAid 8.4/10 +853% NEGATIVE 88% POSITIVE
78% 75% 88% 54
OmniTracker 8.3/10 +852% NEGATIVE 87% POSITIVE
79% 73% 86% 77
IBM Control Desk 8.2/10 +815% NEGATIVE 86% POSITIVE
79% 78% 86% 114
7 Spiceworks IT Help Desk 8.1/10 +793% NEGATIVE 82% POSITIVE
81% 79% 83% 24
8 C2 ATOM 8.0/10 +813% NEGATIVE 84% POSITIVE
76% 75% 87% 36
8 Agiloft Service Desk 8.0/10 +786% NEGATIVE 84% POSITIVE
79% 81% 85% 15
10 Zendesk Support 7.7/10 +795% NEGATIVE 84% POSITIVE
74% 77% 78% 70
AVERAGE SCORES 7.6/10 +727% NEGATIVE 79% POSITIVE
74% 72% 81% 40
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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 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
11 Manage Engine ServiceDesk Plus 7.5/10 +686% NEGATIVE 74% POSITIVE
76% 71% 84% 20
12 Micro Focus SMA 7.4/10 +728% NEGATIVE 80% POSITIVE
73% 72% 78% 21
13 ServiceNow ITSM 7.3/10 +677% NEGATIVE 74% POSITIVE
74% 70% 81% 46
14 Axios 6.9/10 +6211% NEGATIVE 73% POSITIVE
67% 68% 78% 54
15 KACE 6.6/10 +4522% NEGATIVE 67% POSITIVE
68% 60% 79% 11
16 BMC IT Service Management 6.3/10 +5815% NEGATIVE 73% POSITIVE
61% 64% 66% 12
17 FootPrints 5.6/10 +3018% NEGATIVE 48% POSITIVE
59% 51% 63% 13
-- Oracle ITSM -- +5610% NEGATIVE 66% POSITIVE
67% -- 77% 14
AVERAGE SCORES 7.6/10 +727% NEGATIVE 79% POSITIVE
74% 72% 81% 40
VENDORS WITH INSUFFICIENT DATA
-- IT Help Desk Software -- +84-- NEGATIVE 84% POSITIVE
-- -- 82% 6
-- CA Technologies Service Management -- -1951% NEGATIVE 32% POSITIVE
-- -- 50% 5
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IT Service Management Category Report
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 theboard when assembling your shortlist, and follow-up on areas of concern during the evaluation and negotiation processes.
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 82% 84% 84% 81% 77% 80% 80% 78% 87% 86% 80% 84%
Spiceworks IT Help Desk 81% 79% 76% 79% 77% 84% 84% 76% 84% 80% 83% 90%
IBM Control Desk 79% 78% 76% 80% 80% 80% 78% 77% 79% 77% 78% 81%
Agiloft Service Desk Suite 79% 75% 83% 73% 77% 79% 78% 80% 73% 83% 79% 82%
OmniTracker ITSM 78% 79% 80% 78% 73% 70% 81% 78% 79% 84% 81% 80%
SysAid 78% 79% 79% 76% 73% 76% 87% 76% 81% 70% 74% 83%
TeamDynamix ITSM 77% 79% 78% 78% 79% 77% 87% 69% 78% 73% 73% 78%
Ivanti IT Service Management 76% 80% 80% 78% 70% 74% 83% 67% 75% 77% 75% 76%
Manage Engine ServiceDesk Plus 76% 79% 76% 80% 78% 78% 80% 66% 81% 60% 74% 83%
C2 ATOM 76% 77% 78% 77% 77% 73% 77% 79% 75% 73% 75% 71%
CATEGORY AVERAGE 74% 74% 76% 75% 71% 73% 75% 71% 73% 72% 72% 75%
VENDORS WITH INSUFFICIENT DATA
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IT Service Management Category Report
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 theboard when assembling your shortlist, and follow-up on areas of concern during the evaluation and negotiation processes.
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
ServiceNow Service Management 74% 73% 77% 76% 74% 74% 76% 72% 77% 74% 70% 74%
Zendesk Support 74% 73% 74% 75% 72% 75% 76% 75% 76% 73% 70% 76%
Micro Focus SMA 73% 69% 71% 70% 75% 70% 69% 74% 79% 75% 71% 75%
Quest KACE 68% 63% 63% 75% 70% 73% 68% 60% 77% 64% 64% 70%
Axios ITSM 67% 70% 71% 68% 65% 65% 67% 68% 66% 65% 66% 65%
Oracle IT Service Management Suite 67% 70% 75% 66% 64% 68% 62% 66% 63% 68% 64% 68%
BMC Remedy 9 61% 60% 63% 69% 56% 52% 73% 65% 56% 55% 64% 56%
FootPrints 59% 65% 67% 63% 55% 63% 48% 60% 41% 63% 63% 63%
CATEGORY AVERAGE 74% 74% 76% 75% 71% 73% 75% 71% 73% 72% 72% 75%
VENDORS WITH INSUFFICIENT DATA
Zendesk IT Help Desk Software 75% 75% 71% 71% 83% 75% 71% 71% 83% 75% 75% 75%
CA Technologies ServiceManagement 52% 50% 50% 65% 55% 65% 30% 40% 55% 55% 50% 55%
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IT Service Management Category Report
Vendor Capability Satisfaction This section provides detailed information on user satisfaction for each vendor capability regarding their product offering(s). Use these pages to digdeeper into areas of particular 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 50%
HighlySatisfies 39%
AlmostSatisfies 9%
Disappoints 2%
84 %Business Value
Created
2 Ivanti IT Service Management 80%
3 SysAid 79%
4 TeamDynamix ITSM 79%
5 Spiceworks IT Help Desk 79%
6 OmniTracker ITSM 79%
7 Manage Engine ServiceDesk Plus 79%
8 IBM Control Desk 78%
9 C2 ATOM 77%
10 Agiloft Service Desk Suite 75%
CATEGORY AVERAGE 74%
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IT Service Management Category Report
Vendor Capability Satisfaction This section provides detailed information on user satisfaction for each vendor capability regarding their product offering(s). Use these pages to digdeeper into areas of particular interest or concern.
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.
CHERWELL SERVICEMANAGEMENTTOP PRODUCT
Delights 47%
HighlySatisfies 41%
AlmostSatisfies 12%
Disappoints --
84 %Breadth ofFeatures
2 Agiloft Service Desk Suite 83%
3 OmniTracker ITSM 80%
4 Ivanti IT Service Management 80%
5 SysAid 79%
6 TeamDynamix ITSM 78%
7 C2 ATOM 78%
8 ServiceNow Service Management 77%
9 Manage Engine ServiceDesk Plus 76%
10 Spiceworks IT Help Desk 76%
CATEGORY AVERAGE 76%
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.
CHERWELL SERVICEMANAGEMENTTOP PRODUCT
Delights 43%
HighlySatisfies 43%
AlmostSatisfies 11%
Disappoints 3%
81 %Quality of Features
2 IBM Control Desk 80%
3 Manage Engine ServiceDesk Plus 80%
4 Spiceworks IT Help Desk 79%
5 Ivanti IT Service Management 78%
6 TeamDynamix ITSM 78%
7 OmniTracker ITSM 78%
8 C2 ATOM 77%
9 ServiceNow Service Management 76%
10 SysAid 76%
CATEGORY AVERAGE 75%
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IT Service Management Category Report
Vendor Capability Satisfaction This section provides detailed information on user satisfaction for each vendor capability regarding their product offering(s). Use these pages to digdeeper into areas of particular interest or concern.
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.
IBM CONTROL DESKTOP PRODUCT
Delights 36%
HighlySatisfies 50%
AlmostSatisfies 14%
Disappoints --
80 %Product Strategy
and Rate ofImprovement
2 TeamDynamix ITSM 79%
3 Manage Engine ServiceDesk Plus 78%
4 C2 ATOM 77%
5 Spiceworks IT Help Desk 77%
6 Cherwell Service Management 77%
7 Agiloft Service Desk Suite 77%
8 Micro Focus SMA 75%
9 ServiceNow Service Management 74%
10 OmniTracker ITSM 73%
CATEGORY AVERAGE 71%
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 43%
HighlySatisfies 48%
AlmostSatisfies 9%
Disappoints --
84 %Usability andIntuitiveness
2 Cherwell Service Management 80%
3 IBM Control Desk 80%
4 Agiloft Service Desk Suite 79%
5 Manage Engine ServiceDesk Plus 78%
6 TeamDynamix ITSM 77%
7 SysAid 76%
8 Zendesk Support 75%
9 ServiceNow Service Management 74%
10 Ivanti IT Service Management 74%
CATEGORY AVERAGE 73%
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IT Service Management Category Report
Vendor Capability Satisfaction This section provides detailed information on user satisfaction for each vendor capability regarding their product offering(s). Use these pages to digdeeper into areas of particular interest or concern.
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.
TEAMDYNAMIX ITSMTOP PRODUCT
Delights 57%
HighlySatisfies 36%
AlmostSatisfies 8%
Disappoints --
87 %Vendor Support
2 SysAid 87%
3 Spiceworks IT Help Desk 84%
4 Ivanti IT Service Management 83%
5 OmniTracker ITSM 81%
6 Cherwell Service Management 80%
7 Manage Engine ServiceDesk Plus 80%
8 IBM Control Desk 78%
9 Agiloft Service Desk Suite 78%
10 C2 ATOM 77%
CATEGORY AVERAGE 75%
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.
AGILOFT SERVICE DESKSUITETOP PRODUCT
Delights 43%
HighlySatisfies 36%
AlmostSatisfies 21%
Disappoints --
80 %Ease of DataIntegration
2 C2 ATOM 79%
3 OmniTracker ITSM 78%
4 Cherwell Service Management 78%
5 IBM Control Desk 77%
6 Spiceworks IT Help Desk 76%
7 SysAid 76%
8 Zendesk Support 75%
9 Micro Focus SMA 74%
10 ServiceNow Service Management 72%
CATEGORY AVERAGE 71%
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IT Service Management Category Report
Vendor Capability Satisfaction This section provides detailed information on user satisfaction for each vendor capability regarding their product offering(s). Use these pages to digdeeper into areas of particular interest or concern.
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.
CHERWELL SERVICEMANAGEMENTTOP PRODUCT
Delights 57%
HighlySatisfies 34%
AlmostSatisfies 9%
Disappoints --
87 %Ease of IT
Administration
2 Spiceworks IT Help Desk 84%
3 SysAid 81%
4 Manage Engine ServiceDesk Plus 81%
5 IBM Control Desk 79%
6 OmniTracker ITSM 79%
7 Micro Focus SMA 79%
8 TeamDynamix ITSM 78%
9 Quest KACE 77%
10 ServiceNow Service Management 77%
CATEGORY AVERAGE 73%
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.
CHERWELL SERVICEMANAGEMENTTOP PRODUCT
Delights 56%
HighlySatisfies 33%
AlmostSatisfies 9%
Disappoints 2%
86 %Ease of
Customization
2 OmniTracker ITSM 84%
3 Agiloft Service Desk Suite 83%
4 Spiceworks IT Help Desk 80%
5 IBM Control Desk 77%
6 Ivanti IT Service Management 77%
7 Micro Focus SMA 75%
8 ServiceNow Service Management 74%
9 C2 ATOM 73%
10 Zendesk Support 73%
CATEGORY AVERAGE 72%
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IT Service Management Category Report
Vendor Capability Satisfaction This section provides detailed information on user satisfaction for each vendor capability regarding their product offering(s). Use these pages to digdeeper into areas of particular interest or concern.
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.
SPICEWORKS IT HELPDESKTOP PRODUCT
Delights 40%
HighlySatisfies 50%
AlmostSatisfies 10%
Disappoints --
83 %Availability and
Quality of Training
2 OmniTracker ITSM 81%
3 Cherwell Service Management 80%
4 Agiloft Service Desk Suite 79%
5 IBM Control Desk 78%
6 C2 ATOM 75%
7 Ivanti IT Service Management 75%
8 SysAid 74%
9 Manage Engine ServiceDesk Plus 74%
10 TeamDynamix ITSM 73%
CATEGORY AVERAGE 72%
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.
SPICEWORKS IT HELPDESKTOP PRODUCT
Delights 61%
HighlySatisfies 39%
AlmostSatisfies --
Disappoints --
90 %Ease of
Implementation
2 Cherwell Service Management 84%
3 SysAid 83%
4 Manage Engine ServiceDesk Plus 83%
5 Agiloft Service Desk Suite 82%
6 IBM Control Desk 81%
7 OmniTracker ITSM 80%
8 TeamDynamix ITSM 78%
9 Zendesk Support 76%
10 Ivanti IT Service Management 76%
CATEGORY AVERAGE 75%
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IT Service Management Category Report
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 totolerate low scores on features that don’t impact your primary use case or core objectives. Use this high-level data to help plan and structure your product evaluation.
VENDOROVERALLFEATURESATISFACTION
BUSINESSAPPLICATIONINTEGRATION
END-USER SELF-SERVE
END-USERSUPPORTSOLUTIONS
INTEGRATEDKNOWLEDGEMANAGEMENT
INTEGRATIONWITH IT TOOLS
MULTI-DEVICECAPABILITY
MULTI-SITEFUNCTIONALITY REPORTING SERVICE
CATALOG
SYSTEMSMANAGEMENTINTEGRATION
TECHNICIANADMINISTRATION
Agiloft Service Desk Suite 81% 86% 88% 91% 83% 77% 83% 88% 67% 85% 73% 81%
Spiceworks IT Help Desk 79% 75% 78% 77% 75% 75% 82% 84% 85% 75% 81% 84%
Ivanti IT Service Management 79% 82% 83% 80% 78% 71% 78% 88% 69% 80% 78% 82%
IBM Control Desk 78% 78% 76% 78% 78% 81% 80% 79% 77% 78% 78% 76%
Zendesk Support 77% 75% 81% 78% 80% 74% 77% 75% 75% 75% 81% 76%
TeamDynamix ITSM 77% 75% 83% 82% 80% 69% 69% 80% 71% 79% 77% 79%
Cherwell Service Management 76% 78% 78% 75% 69% 80% 67% 78% 64% 79% 79% 84%
SysAid 75% 76% 81% 78% 72% 77% 71% 75% 68% 74% 80% 77%
C2 ATOM 75% 77% 78% 78% 77% 75% 74% 71% 59% 81% 74% 78%
OmniTracker ITSM 73% 75% 71% 75% 67% 73% 70% 73% 64% 79% 78% 81%
CATEGORY AVERAGE 72% 74% 76% 76% 73% 73% 71% 76% 66% 76% 76% 77%
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IT Service Management Category Report
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 totolerate low scores on features that don’t impact your primary use case or core objectives. Use this high-level data to help plan and structure your product evaluation.
VENDOROVERALLFEATURESATISFACTION
BUSINESSAPPLICATIONINTEGRATION
END-USER SELF-SERVE
END-USERSUPPORTSOLUTIONS
INTEGRATEDKNOWLEDGEMANAGEMENT
INTEGRATIONWITH IT TOOLS
MULTI-DEVICECAPABILITY
MULTI-SITEFUNCTIONALITY REPORTING SERVICE
CATALOG
SYSTEMSMANAGEMENTINTEGRATION
TECHNICIANADMINISTRATION
Micro Focus SMA 72% 67% 73% 70% 74% 76% 76% 64% 75% 74% 73% 71%
Manage Engine ServiceDesk Plus 71% 56% 75% 72% 72% 69% 77% 73% 68% 64% 73% 77%
ServiceNow Service Management 70% 66% 72% 76% 70% 70% 62% 74% 69% 70% 70% 70%
Axios ITSM 68% 71% 74% 72% 67% 64% 67% 78% 46% 73% 70% 71%
BMC Remedy 9 64% 63% 63% 63% 69% 53% 66% 64% 66% 69% 69% 66%
Quest KACE 60% -- -- -- -- -- -- -- -- -- -- --
FootPrints 51% 50% 50% 53% 46% 43% 47% 46% 58% 50% 46% 64%
CATEGORY AVERAGE 72% 74% 76% 76% 73% 73% 71% 76% 66% 76% 76% 77%
VENDORS WITH INSUFFICIENT DATA
Zendesk IT Help Desk Software 74% 65% 60% 63% 79% 75% 79% 69% 79% 75% 88% 79%
CA Technologies ServiceManagement 57% 69% 50% 56% 56% 50% 56% 69% 50% 75% 50% 50%
IncidentMonitor™ ITIL Service DeskSoftware 83% 67% 92% 92% 75% 83% 92% 83% 67% 92% 92% 83%
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IT Service Management Category Report
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.
AGILOFT SERVICEDESK SUITETOP PRODUCT
Delights 45%
HighlySatisfies 55%
AlmostSatisfies --
Disappoints --
86%Business
ApplicationIntegration
2 Ivanti IT Service Management 82%
3 Cherwell Service Management 78%
4 IBM Control Desk 78%
5 C2 ATOM 77%
6 SysAid 76%
7 Zendesk Support 75%
8 TeamDynamix ITSM 75%
9 Spiceworks IT Help Desk 75%
10 OmniTracker ITSM 75%
CATEGORY AVERAGE 74%
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IT Service Management Category Report
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.
End-User Self-ServeIntuitive portal designed for end users to create incident tickets, request services, and access status and FAQs.
AGILOFT SERVICEDESK SUITETOP PRODUCT
Delights 50%
HighlySatisfies 50%
AlmostSatisfies --
Disappoints --
88%End-User Self-
Serve
2 Ivanti IT Service Management 83%
3 TeamDynamix ITSM 83%
4 Zendesk Support 81%
5 SysAid 81%
6 Spiceworks IT Help Desk 78%
7 Cherwell Service Management 78%
8 C2 ATOM 78%
9 IBM Control Desk 76%
10 Manage Engine ServiceDesk Plus 75%
CATEGORY AVERAGE 76%
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.
AGILOFT SERVICEDESK SUITETOP PRODUCT
Delights 64%
HighlySatisfies 36%
AlmostSatisfies --
Disappoints --
91%End-User Support
Solutions
2 TeamDynamix ITSM 82%
3 Ivanti IT Service Management 80%
4 IBM Control Desk 78%
5 C2 ATOM 78%
6 Zendesk Support 78%
7 SysAid 78%
8 Spiceworks IT Help Desk 77%
9 ServiceNow Service Management 76%
10 Cherwell Service Management 75%
CATEGORY AVERAGE 76%
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IT Service Management Category Report
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 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.
AGILOFT SERVICEDESK SUITETOP PRODUCT
Delights 42%
HighlySatisfies 50%
AlmostSatisfies 8%
Disappoints --
83%IntegratedKnowledge
Management
2 Zendesk Support 80%
3 TeamDynamix ITSM 80%
4 IBM Control Desk 78%
5 Ivanti IT Service Management 78%
6 C2 ATOM 77%
7 Spiceworks IT Help Desk 75%
8 Micro Focus SMA 74%
9 SysAid 72%
10 Manage Engine ServiceDesk Plus 72%
CATEGORY AVERAGE 73%
Integration with IT ToolsIntegration with tools to assist the user which enable connection from within the ticket, capturing information as it is created.
IBM CONTROL DESKTOP PRODUCT
Delights 36%
HighlySatisfies 52%
AlmostSatisfies 11%
Disappoints --
81%Integration with IT
Tools
2 Cherwell Service Management 80%
3 Agiloft Service Desk Suite 77%
4 SysAid 77%
5 Micro Focus SMA 76%
6 Spiceworks IT Help Desk 75%
7 C2 ATOM 75%
8 Zendesk Support 74%
9 OmniTracker ITSM 73%
10 Ivanti IT Service Management 71%
CATEGORY AVERAGE 73%
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IT Service Management Category Report
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.
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.
AGILOFT SERVICEDESK SUITETOP PRODUCT
Delights 33%
HighlySatisfies 67%
AlmostSatisfies --
Disappoints --
83%Multi-Device
Capability
2 Spiceworks IT Help Desk 82%
3 IBM Control Desk 80%
4 Ivanti IT Service Management 78%
5 Manage Engine ServiceDesk Plus 77%
6 Zendesk Support 77%
7 Micro Focus SMA 76%
8 C2 ATOM 74%
9 SysAid 71%
10 OmniTracker ITSM 70%
CATEGORY AVERAGE 71%
Multi-Site FunctionalityCentral management of dispersed technicians, multiple time zones, operational hours, and automated shift reassignments.
AGILOFT SERVICEDESK SUITETOP PRODUCT
Delights 50%
HighlySatisfies 50%
AlmostSatisfies --
Disappoints --
88%Multi-Site
Functionality
2 Ivanti IT Service Management 88%
3 Spiceworks IT Help Desk 84%
4 TeamDynamix ITSM 80%
5 IBM Control Desk 79%
6 Cherwell Service Management 78%
7 Axios ITSM 78%
8 Zendesk Support 75%
9 SysAid 75%
10 ServiceNow Service Management 74%
CATEGORY AVERAGE 76%
20
IT Service Management Category Report
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.
ReportingStraightforward data storage with ability to create any reports easily. Dashboards for any role with ability to easily build and modify.
SPICEWORKS IT HELPDESKTOP PRODUCT
Delights 53%
HighlySatisfies 33%
AlmostSatisfies 13%
Disappoints --
85%Reporting
2 IBM Control Desk 77%
3 Micro Focus SMA 75%
4 Zendesk Support 75%
5 TeamDynamix ITSM 71%
6 Ivanti IT Service Management 69%
7 ServiceNow Service Management 69%
8 Manage Engine ServiceDesk Plus 68%
9 SysAid 68%
10 Agiloft Service Desk Suite 67%
CATEGORY AVERAGE 66%
Service CatalogAbility to request products and services through an online catalog that integrates into the ticketing system; may include an app store.
AGILOFT SERVICEDESK SUITETOP PRODUCT
Delights 50%
HighlySatisfies 40%
AlmostSatisfies 10%
Disappoints --
85%Service Catalog
2 C2 ATOM 81%
3 Ivanti IT Service Management 80%
4 OmniTracker ITSM 79%
5 TeamDynamix ITSM 79%
6 Cherwell Service Management 79%
7 IBM Control Desk 78%
8 Zendesk Support 75%
9 Spiceworks IT Help Desk 75%
10 Micro Focus SMA 74%
CATEGORY AVERAGE 76%
21
IT Service Management Category Report
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 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
SPICEWORKS IT HELPDESKTOP PRODUCT
Delights 38%
HighlySatisfies 46%
AlmostSatisfies 15%
Disappoints --
81%Systems
ManagementIntegration
2 Zendesk Support 81%
3 SysAid 80%
4 Cherwell Service Management 79%
5 IBM Control Desk 78%
6 OmniTracker ITSM 78%
7 Ivanti IT Service Management 78%
8 TeamDynamix ITSM 77%
9 C2 ATOM 74%
10 Manage Engine ServiceDesk Plus 73%
CATEGORY AVERAGE 76%
Technician AdministrationEasily designed forms, templates, task management, and workflows using codeless customization.
SPICEWORKS IT HELPDESKTOP PRODUCT
Delights 50%
HighlySatisfies 36%
AlmostSatisfies 14%
Disappoints --
84%Technician
Administration
2 Cherwell Service Management 84%
3 Ivanti IT Service Management 82%
4 Agiloft Service Desk Suite 81%
5 OmniTracker ITSM 81%
6 TeamDynamix ITSM 79%
7 C2 ATOM 78%
8 SysAid 77%
9 Manage Engine ServiceDesk Plus 77%
10 Zendesk Support 76%
CATEGORY AVERAGE 77%
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