SoftwareReviews, a division of world-class IT research and consulting firm Info-Tech Research Group, announces the publication of its 2020 IT Service Management Data Quadrant Awards, naming four gold medalists based on user reviews revealing the satisfaction of software customers. The following vendors are leaders according to software users’ answers to some very interesting questions focused on user satisfaction, which have been crafted by seasoned IT industry analysts and backed by 22 years of IT research:
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SoftwareReviews Data Quadrant for IT Service Management shows where software users plot vendors based on survey results (Photo: Business Wire)
- TeamDynamix ITSM
- IBM Control Desk
- Cherwell ITSM
What makes the SoftwareReviews Data Quadrant different? Inclusion of aggregated emotional response ratings in the areas of service, negotiation, product impact, conflict resolution, and strategy and innovation create a powerful indicator of overall user feeling toward the vendor and its product from the software users’ point of view. SoftwareReviews calls this insight the Net Emotional Footprint.
Each of the four winning ITSM vendors earned a very high Net Emotional Footprint score, between 83% and 87%, up to 12% more than the average score of 76%. TeamDynamix ITSM came in first, with not only a Net Emotional Footprint score of 88%, but also a likeliness-to-recommend score of 90%. IBM Control Desk and Cherwell ITSM each earned a Net Emotional Footprint score of 83%, with IBM Control Desk taking top-product status for quality of features and business application integration, and integration with IT tools. Cherwell ITSM took the top-product spot for technician administration, ease of customization, and business value created. OmniTracker earned top-product placement for its availability and quality of training, with a Net Emotional Footprint score of 87%.
“This year’s SoftwareReviews awards are an exciting testament to the fact that as IT departments improve their people and processes, ITSM tool vendors have not been idle,” said Jimmy Tom, research advisor at Info-Tech Research Group. “The increasing fierceness of competition among ITSM tool vendors, given predictions of the ITSM tool market becoming a $10+ billion industry in the next four to five years, means that software customers can only benefit. From leadership, to service agent, to end-user, more effective tools that provide ticket handling, prioritization, workflow, and other functional leverage underscore the importance of IT service management and empower the IT department.”
About SoftwareReviews Data Quadrant Awards and Software Reports
SoftwareReviews Data Quadrant Awards recognize outstanding vendors in the technology marketplace as evaluated by their users annually. Top vendors in a software category are eligible to receive Data Quadrant Gold Medals, provided their net-promoter scores meet the threshold for sufficiently high user satisfaction across four areas of evaluation: vendor capabilities, product features, likeliness to recommend and vendor experience. In-depth product evaluation reports are available at www.softwarereviews.com.
SoftwareReviews is a division of Info-Tech Research Group, a world-class IT research and analyst firm established in 1997. Backed by two decades of IT research and advisory experience, SoftwareReviews is a leading source of expertise and insight into the enterprise software landscape and client-vendor relationships.
By collecting data from real IT and business professionals, the SoftwareReviews methodology produces the most detailed and authentic insights into the experience of evaluating and purchasing enterprise software.