IT Service Management · 2021. 2. 22. · USU Valuemation Vivantio Vivantio PRO Zendesk IT Help...

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

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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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


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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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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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%


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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%



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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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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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.


Delights 47%

HighlySatisfies 41%

AlmostSatisfies 12%

Disappoints --

84 %Breadth ofFeatures




5 SysAid 79%


7 C2 ATOM 78%

8 ServiceNow Service Management 77%




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.


Delights 43%

HighlySatisfies 43%

AlmostSatisfies 11%

Disappoints 3%

81 %Quality of Features







8 C2 ATOM 77%


10 SysAid 76%


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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



4 C2 ATOM 77%


6 Cherwell Service Management 77%


8 Micro Focus SMA 75%




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






7 SysAid 76%

8 Zendesk Support 75%




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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%








10 C2 ATOM 77%


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%





7 SysAid 76%





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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.


Delights 57%

HighlySatisfies 34%

AlmostSatisfies 9%

Disappoints --

87 %Ease of IT

Administration


3 SysAid 81%






9 Quest KACE 77%



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.


Delights 56%

HighlySatisfies 33%

AlmostSatisfies 9%

Disappoints 2%

86 %Ease of

Customization








9 C2 ATOM 73%



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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.


Delights 40%

HighlySatisfies 50%

AlmostSatisfies 10%

Disappoints --

83 %Availability and

Quality of Training





6 C2 ATOM 75%


8 SysAid 74%




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.


Delights 61%

HighlySatisfies 39%

AlmostSatisfies --

Disappoints --

90 %Ease of

Implementation


3 SysAid 83%









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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%


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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%



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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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




5 C2 ATOM 77%

6 SysAid 76%






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End-User Self-ServeIntuitive portal designed for end users to create incident tickets, request services, and access status and FAQs.


Delights 50%

HighlySatisfies 50%

AlmostSatisfies --

Disappoints --

88%End-User Self-

Serve




5 SysAid 81%



8 C2 ATOM 78%




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.


Delights 64%

HighlySatisfies 36%

AlmostSatisfies --

Disappoints --

91%End-User Support

Solutions




5 C2 ATOM 78%


7 SysAid 78%





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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.


Delights 42%

HighlySatisfies 50%

AlmostSatisfies 8%

Disappoints --

83%IntegratedKnowledge

Management





6 C2 ATOM 77%



9 SysAid 72%



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



4 SysAid 77%



7 C2 ATOM 75%





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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.


Delights 33%

HighlySatisfies 67%

AlmostSatisfies --

Disappoints --

83%Multi-Device

Capability







8 C2 ATOM 74%

9 SysAid 71%



Multi-Site FunctionalityCentral management of dispersed technicians, multiple time zones, operational hours, and automated shift reassignments.


Delights 50%

HighlySatisfies 50%

AlmostSatisfies --

Disappoints --

88%Multi-Site

Functionality






7 Axios ITSM 78%


9 SysAid 75%



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ReportingStraightforward data storage with ability to create any reports easily. Dashboards for any role with ability to easily build and modify.


Delights 53%

HighlySatisfies 33%

AlmostSatisfies 13%

Disappoints --

85%Reporting








9 SysAid 68%



Service CatalogAbility to request products and services through an online catalog that integrates into the ticketing system; may include an app store.


Delights 50%

HighlySatisfies 40%

AlmostSatisfies 10%

Disappoints --

85%Service Catalog

2 C2 ATOM 81%










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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


Delights 38%

HighlySatisfies 46%

AlmostSatisfies 15%

Disappoints --

81%Systems

ManagementIntegration


3 SysAid 80%






9 C2 ATOM 74%



Technician AdministrationEasily designed forms, templates, task management, and workflows using codeless customization.


Delights 50%

HighlySatisfies 36%

AlmostSatisfies 14%

Disappoints --

84%Technician

Administration






7 C2 ATOM 78%

8 SysAid 77%




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