Overall, IT Service Management software users were most satisfied with vendors being respectful, and most disappointed in vendors’ tendency to over promise.
August 06, 2020
SoftwareReviews announces its 2020 IT Service Management Emotional Footprint Award winners, as determined by software users, who feel that five software vendors in the IT Service Management space have provided them with exceptional customer experiences. According to users’ answers to questions focused on satisfaction, which have been crafted by seasoned IT industry analysts at Info-Tech Research Group, the vendor champions are:
- TeamDynamix ITSM
- Cherwell ITSM
- IBM Control Desk
The Emotional Footprint Awards are showcased in a report of software reviews focused on vendor relationships with software users from the customer’s point of view. Overall, IT Service Management software users were most satisfied with vendors being respectful, and most disappointed in vendors’ tendency to over promise.
Each of the five champion vendors earned top product in many areas. TeamDynamix ITSM, with an Emotional Footprint score of +85, received its highest score for taking clients interest first and including product enhancements. OmniTracker, with an Emotional Footprint score of +87, received top products in many areas with the strongest positive emotions in being respectful and effective. Cherwell ITSM, with an Emotional Footprint score of +82, received the highest score for having unique features. SysAid, with an Emotional Footprint score of +85, earned its top score for being trustworthy and for its client friendly policies. IBM Control Desk, with an Emotional Footprint score of +83, earned its top score for “Appreciates Incumbent Status” and being reliable.
“When looking for solutions for service management tools, we recommend our clients look first to finding a solution that is fit for purpose, meaning they have good understanding of what the product will do for them, not just tomorrow, but to help them make improvements in process and customer service and hopefully gain both efficiencies and visibility into supporting services in the future.
But when choosing a vendor solution, it’s just as important to make sure the vendor will be your partner for the journey. Purchasing an ITSM solution isn’t the final step, it’s really the first step in providing excellent customer support and deepening your understanding of how the various services and processes within your IT environment interact. A great vendor partner will be invested in your success, should be willing to stand behind their product and help you meet the goals you’ve (hopefully) set at the beginning of the engagement.
In looking at the results of our report, there will always be some vendors who show up at the top or the bottom who are exactly where expect. But the data definitely tells a story which shows it’s not just about the functionality of the product, but whether or not the vendor is negotiating with a partnership in mind and is willing to help you get the right functionality for your organization without a fight,” said Sandi Conrad, Practice Lead, Research, Info-Tech Research Group.
About the Emotional Footprint Diamond and Emotional Footprint Awards:
The Emotional Footprint Diamond illustrates the customer experience with software vendors, showing a complex relationship spanning procurement, implementation, service, and support. The Net Emotional Footprint of a vendor is a result of aggregated emotional response ratings in the areas of service, negotiation, product impact, conflict resolution, and strategy and innovation, creating a powerful indicator of overall user feeling toward the vendor and its product from the software users’ point of view. The data published in the Emotional Footprint Diamond is collected from real end users through authentic software review surveys and meticulously verified for veracity. The survey uses standard net promoter scoring (positive percentage minus negative percentage) to arrive at the Net Emotional Footprint score. These skillfully crafted survey questions are informed by two decades of IT research and advisory.
Vendors with top user scores receive the Emotional Footprint Award. The Emotional Footprint Awards, an initiative proudly founded in 100% user-review data, is free of traditional components such as market presence and analyst opinion, which are opaque in nature and may be influenced by vendor pressure, financial or otherwise.
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.
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