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IT Service Management

IT Service Management software supports the processes carried out by an IT department’s service desk, in the course of service delivery, incident management, problem management, and service request fulfillment.​

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Latest Research

23
Jul

Author: Thomas Randall (Info~Tech)

Thinking about choosing a new software vendor but don't know where to start? Narrow down your shortlist by focusing on software that has received an Info-Tech Research Group award. New data from SoftwareReviews shows that organizations reported higher satisfaction when they switched to software that had received an Info-Tech award.

09
Jun

Author: Thomas Randall (Info~Tech)

Atlassian has acquired Halp, a real-time helpdesk tool that integrates with Slack. With the broader context of this move being Atlassian and Slack’s strategic alliance, might there be more to this acquisition than meets the eye?

05
May

Author: Vivek Mehta (Info~Tech)

Organizations are complex and have multiple stakeholders involved in the delivery of a service. In a public sector organization, for example, there are end users, multiple agencies and departments, and vendors involved in the delivery and consumption of the service. Service design methods and tools assist in making sense of these stakeholders’ inter-relationships and allow organizations to make sound decisions during service implementation.

IT Service Management Products

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TeamDynamix

TeamDynamix ITSM

TeamDynamix offers a combined Service & Project Management platform: ticketing, incidents, problems, asset / configuration, change management and project portfolio management – all in one. The solution is highly flexible and configurable – configured to YOUR level of ITIL adoption – with a WCAG 2.0 AA compliant portal branded to YOUR company. Project Portfolio Management as you like it – use waterfall, agile, card wall or task lists – depending on the project type. The platform is easy to use, own & operate – with no coding/scripting. Webhooks & APIs accommodate integration and all is supported by a full service implementation & support team at TeamDynamix.

Badge Winner
Badge Winner

8.3

Composite Score

8.5

CX Score

+85

Emotional Footprint

86%

Likeliness to Recommend

91

Reviews

Ivanti

Ivanti Neurons for ITSM

Ivanti Neurons for ITSM is a flexible and complete cloud-optimized ITSM solution available. It automates workflows, eliminating costly manual processes improving businesses' efficiency, compliancy, and security. Whether it's IT help desk / support ticket solution or need to perform more advanced ITIL service management processes, Ivanti Neurons for ITSM can scale and adapt to meet specific business needs.

Badge Winner

8.2

Composite Score

8.5

CX Score

+84

Emotional Footprint

87%

Likeliness to Recommend

153

Reviews

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.

Badge Winner

8.1

Composite Score

8.3

CX Score

+82

Emotional Footprint

83%

Likeliness to Recommend

68

Reviews

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.

Badge Winner

8.1

Composite Score

8.5

CX Score

+87

Emotional Footprint

85%

Likeliness to Recommend

97

Reviews

Zendesk

Zendesk for Service

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.

8.1

Composite Score

8.2

CX Score

+81

Emotional Footprint

83%

Likeliness to Recommend

59

Reviews

C2 Innovations Inc.

C2 ATOM

C2 ATOM is an all-in-one service desk software to easily manage requests, assets and tasks through a codeless ITIL-Ready platform. This IT service management solution is a powerful tool allowing your teams to collaborate and provide great service for the whole organization. It’s also a quick-to-install ITSM tool built for reaching your ultimate automation potential, whether you provide internal IT support, customer service or managed services.

Badge Winner

8.1

Composite Score

8.4

CX Score

+83

Emotional Footprint

87%

Likeliness to Recommend

40

Reviews

ServiceNow

ServiceNow Service Management

IT organizations want to deliver innovative business solutions, not spend time looking after infrastructure. And business users want services to be just as convenient as the ones they use in their personal lives. Our ITSM solutions give you end-to-end visibility into processes and infrastructure through a single system of record for IT. This enables you to consolidate and automate service management processes, increase efficiency, lower costs, and devote more time to innovating and creating the consumer-like self-service experience that users expect.

8.1

Composite Score

8.1

CX Score

+78

Emotional Footprint

85%

Likeliness to Recommend

105

Reviews

Spiceworks

Spiceworks Cloud Help Desk

Keep up with user requests, whether phone calls, emails, or web portal, we'll help you get ahead of the next fire drill. Setup is easier than a reboot! After all, no sense wasting a bunch of time learning how to use your help desk software. First ticket management software? No problem — work tickets in minutes and tackle issues in no time.

Badge Winner

8.0

Composite Score

8.4

CX Score

+84

Emotional Footprint

87%

Likeliness to Recommend

205

Reviews

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