If you’re shopping for IT Service Management (ITSM) software, you’ve likely checked out most, if not all, of the review platforms – from G2 to Gartner to SoftwareReviews, there’s no shortage of ITSM tool reviews and insights. And each review site has its own quadrant or ranking system – further adding to the confusion around which tool is best in the market. So how do you find the ITSM tool that is right for you?
In addition to review sites, you can look at reports from places like Gartner or InfoTech – including InfoTech’s ITSM Software Quadrant report to get insight on ITSM vendors and help narrow down your list.
Gartner no longer publishes an ITSM Magic Quadrant, but they do publish an ITSM market guide and Voice of the Customer report, where TeamDynamix appears as a Strong Performer.
Once your list is in place and demos with vendors are scheduled, there are a few things you’ll want to remember to ask when talking to each IT Service Management software vendor to make sure the tool you end up with is the best fit for your business needs. These questions are:
1. Does it have AI to help empower technicians?
AI ITSM is the future, and any platform you invest in needs to have AI capabilities that actually work and bring value to the technicians working your IT service desk. With TeamDynamix, you get an AI ITSM platform that reduces ticket resolution time by 40-90% and, using virtual support agents, can deflect 30-60% of tickets.
2. Does it combine ITSM and Project Management together?
This is an important point. Many times, technicians are assigned to both tickets and project work – having these managed in two different systems can be problematic, as there is never just a single view of all work. Managers also can’t appropriately manage resources, which means that technicians are often over- or under-allocated. This is why it is so important that you have one place for both. When you use an ITSM tool with PPM baked in, a ticket can be converted to a project, a project can have tickets that are attached, and everyone can see all of this in one place.
3. Is the service portal WCAG compliant?
Ensuring your portal is accessible makes a lot of sense, and in many cases, it is legally required. Not only does increased web accessibility help you better service your end-users, but it is also increasingly legally enforced. Depending upon your organization and end-users, failure to comply could lead to lawsuits and other legal implications for entities that don’t take the necessary steps to meet current accessibility requirements. The big thing to look for here is out-of-the-box compliance – a hidden cost can exist when the portal requires updates each time the system is updated. It is important to ask questions about accessibility – how is it deployed? How is it managed during updates?
4. Does it manage the full life cycle
IT Service Management encompasses a spectrum of functions – from ticketing and incident/problem management to asset discovery and management, to change management and configuration management – it is important that all of these functions operate together. Being able to take the ITIL framework and embed it into the platform with workflow and automation is also important – whether you are just dipping your toe in that pool or you are ready to plunge into the deep end, you need to be sure that you can grow into the framework over time, without being pushed.
5. Look at Total Cost of Ownership: What does it really take to run an ITSM platform?
Take a close look at how it is configured – will it require coding or scripting? What does it take to administer? What if another department outside of IT wants to use it, like Human Resources? How easy is it to spin up another service request application for HR? Can they create their own workflows and configuration, or will that take more IT resources?
6. Can it be leveraged outside of IT, across the enterprise?
Service management is not just for IT anymore – it is now leveraged in Human Resources, Procurement, Facilities, Marketing, and many other groups. It is important that you have flexibility – so that you can deploy one platform across the enterprise – you can deploy this with one portal as a one-stop, or for different sites or agencies, you can maintain one platform, and then you can give a unique landing page for each group – yet funnel all requests to one platform.
When looking at reviews, look for how you will be supported. Are implementation services delivered by the vendor, or is this outsourced? How are releases applied? Are there extra costs for this? Is there a strong customer community, and do you have the ability to give iterative feedback and participate in advisory meetings?
How Does TeamDynamix ITSM Rank?
TeamDynamix has received its fair share of accolades. Most recently, the company was included in Gartner’s Market Guide for IT Service Management and has been recognized as an ‘Honorable Mention’ in the Gartner® Magic Quadrant™ for IT Service Management.
“We are honored to receive recognition as an ‘Honorable Mention’ by Gartner in the most recent Magic Quadrant for ITSM,” Andrew Graf, chief product officer for TeamDynamix, said. “Our no-code ITSM tool and white glove service are a great option for businesses looking to improve their service management at a lower total cost of ownership than most in the market. We’re focused on continuing to deliver highly sophisticated functionality that’s easy to use and manage with our suite of service and project management tools, as well as our enterprise integration and automation layer.”
The solution has been recognized with high customer rankings across peer-reviewed platforms, including the Capterra Shortlist for ITSM. TeamDynamix ITSM has also placed top of quadrant for ITSM by Info-Tech.
Capterra Shortlist is an independent assessment that evaluates user reviews and online search activity to generate a list of market leaders in the ITSM Software space that offer the most popular solutions.
Want more advice on how to shop for the right ITSM tool for your organization? Check out: Gartner’s ITSM Voice of the Customer report.
Frequently Asked Questions
How can I effectively narrow down the right ITSM tool for my organization?
\While traditional review sites like G2 and Gartner provide value, reliance on a single “Magic Quadrant” can be limiting. Instead, look for Gartner’s ITSM Market Guide and Voice of the Customer reports to see how actual users rate vendors.
Why is AI integration critical for modern ITSM platforms?
AI is essential for empowering your IT team to work smarter, not harder. A robust AI-enabled platform delivers tangible ROI by:
- Reducing ticket resolution time: TeamDynamix AI can cut resolution times by 40-90%.
- Increasing ticket deflection: With TeamDynamix, Virtual Support Agents can handle 30-60% of incoming tickets, freeing up technicians for complex tasks.
How do I determine the true Total Cost of Ownership (TCO) for an ITSM solution?
TCO extends beyond the initial license fee. To accurately assess cost efficiency, ask:
- Is coding required? No-code platforms reduce the need for expensive developer resources.
- How heavy is the admin burden? High-maintenance tools increase operational overhead.
- Is it scalable? If Human Resources or Facilities want to use the platform, can you spin up new applications without buying a separate tool or hiring consultants?
Can ITSM software be leveraged across the enterprise (Enterprise Service Management)?
Yes. Modern service management extends well beyond IT into departments like HR, Procurement, and Marketing. The ideal platform offers flexibility: you can maintain a single backend system while providing unique, branded landing pages for different departments. This consolidation reduces software bloat and creates a “one-stop” shop for employee requests.
How does TeamDynamix compare to other market leaders?
TeamDynamix is recognized for its low-code approach and high customer satisfaction. Recent accolades include:
- Gartner Magic Quadrant: Recognized as an “Honorable Mention.”
- Gartner Voice of the Customer: Rated as a “Strong Performer.”
- Info-Tech: Placed at the top of the quadrant for ITSM.
- Value Proposition: Offers a lower TCO than many competitors while providing white-glove service and sophisticated enterprise integration capabilities.