Software Category

IT Service Management

Software Reviews covers 32 products in the IT Service Management market. Fast track your research by exploring our Data Quadrant, sorting the software, purchasing our IT Service Management Category Report, or diving deeper into an individual product. Arm yourself with real data so you can make better decisions with more confidence.

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Software Category

IT Service Management

Software Reviews covers 32 products in the IT Service Management market. Fast track your research by exploring our Data Quadrant, sorting the software, purchasing our IT Service Management Category Report, or diving deeper into an individual product. Arm yourself with real data so you can make better decisions with more confidence.

Write Review
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Category Features
  • Business Application Integration
  • |
  • End-User Self-Serve
  • |
  • End-User Support Solutions
  • |
  • Integrated Knowledge Management
  • |
  • Integration with IT Tools
  • |
  • Multi-Device Capability
  • |
  • Multi-Site Functionality
  • |
  • Reporting
  • |
  • Service Catalog
  • |
  • Systems Management Integration
  • |
  • Technician Administration

Data Quadrant

The software experience is shaped by both the software and the relationship with the vendor. By comparing vendors across both we provide a comprehensive understanding of the product and help identify vendors that can deliver on both.


Data is displayed as of most recent Customer Experience Awards date on August 3, 2018.

Itsm customer experience august 3

Sample Report

Category Report

A thorough evaluation and ranking of all software in an individual category to compare software across every dimension.

  • User Satisfaction Rankings
  • Business Value Scores
  • Vendor Capability Comparisons
  • Individual Feature Evaluations
  • Emotional Connection to Products
Explore Report

Cherwell

Cherwell Service Management

Cherwell® Service Management is a powerful, flexible IT service management (ITSM) tool that enables IT teams to implement, automate, and modernize service and support processes to meet new and evolving needs—at a fraction of the cost and complexity associated with legacy ITSM tools. The Cherwell platform is exceptionally easy to customize and configure, which means your service desk can be truly "agile." Add new capabilities, integrate easily with third party applications, and extend the benefits of service management to other departments across the organization—in days, not months, and without needing an army of programmers.

8.5

Composite Score

Composite
Score

+84

Emotional Footprint

Emotional
Footprint

90%

Likeliness to Recommend

Likeliness
to Recommend

64Reviews

TeamDynamix

TeamDynamix ITSM

TeamDynamix cloud-based project, portfolio, and resource management software is the right fit for higher education. Additionally, TeamDynamix seamlessly integrates full IT Service Management capabilities and offers solid platform capabilities including a "brand-able" self-service portal as well as asset and configuration management. This joint PPM and ITSM platform allows IT to become a strategic "hub" for all work and service management solutions in higher education institutions.

8.4

Composite Score

Composite
Score

+91

Emotional Footprint

Emotional
Footprint

89%

Likeliness to Recommend

Likeliness
to Recommend

40Reviews

Omninet

OmniTracker ITSM

Organise your business processes around your business objectives and not your software! OMNITRACKER adapts flexibly to your processes. The OMNITRACKER applications are added onto the modular business processes platform and completely cover typical business processes. Assemble your OMNITRACKER system using the ready-to-use modules and expand it at any time with further modules. Using the powerful OMNITRACKER tools you can configure all processes easily and even create your own applications.

8.3

Composite Score

Composite
Score

+85

Emotional Footprint

Emotional
Footprint

86%

Likeliness to Recommend

Likeliness
to Recommend

77Reviews

SysAid

SysAid

SysAid is an IT service management (ITSM) and help desk software that integrates all the essential IT tools into one Service Desk. Available as a cloud-based or on-premises solution, its rich set of features include a powerful Help Desk, Asset Management, and other easy-to-use tools for analyzing and optimizing help desk performance.

8.3

Composite Score

Composite
Score

+84

Emotional Footprint

Emotional
Footprint

88%

Likeliness to Recommend

Likeliness
to Recommend

51Reviews

IBM

IBM Control Desk

IBM® Control Desk unified IT asset and service management software provides a common control center for managing business processes for both digital and physical assets. It enables control, governance and compliance to applications, endpoints and assets to protect critical data and prevent outages.

8.2

Composite Score

Composite
Score

+82

Emotional Footprint

Emotional
Footprint

87%

Likeliness to Recommend

Likeliness
to Recommend

85Reviews

Agiloft

Agiloft Service Desk Suite

Agiloft's fully integrated applications work together to form a single system of record for all of your IT service processes. You'll have complete, 360-degree control over every process, delivered to you in an efficient and easy-to-understand interface. As your needs and processes change, Agiloft adapts and scales to grow with you, so there is never a risk of outgrowing the system.

8.1

Composite Score

Composite
Score

+78

Emotional Footprint

Emotional
Footprint

85%

Likeliness to Recommend

Likeliness
to Recommend

15Reviews

Spiceworks

Spiceworks IT Help Desk

Whether you're working solo in your IT shop or running a national services business, Spiceworks simplifies all the tasks of your typical IT workday. IT Help desk helps you understand and change team behavior and articulate your value to the business as well as helps to share with you ideas & hard-won lessons learned.

8.0

Composite Score

Composite
Score

+78

Emotional Footprint

Emotional
Footprint

82%

Likeliness to Recommend

Likeliness
to Recommend

22Reviews

Zendesk

Zendesk Support

Zendesk streamlines your support with time-saving tools like ticket views, triggers, and automations. This helps you get straight to what matters most – better customer service and more meaningful conversations.

7.6

Composite Score

Composite
Score

+76

Emotional Footprint

Emotional
Footprint

76%

Likeliness to Recommend

Likeliness
to Recommend

56Reviews