Key Drivers for Top ITSM Software Vendors

With so many tech vendors competing in the IT Service Management (ITSM) space, it can be hard to analyze each one and find the product that best suits your business needs. That’s why ranking reports and quadrants from places like Info-Tech’s SoftwareReviews are helpful. By reading these reports, you can see what features and values organizations say matter when it comes to ITSM. You can also see how vendors stack up against one another and read valuable feedback and reviews from customers using the products.

Download the IT Service Management 2024 Rankings Report

According to Info-Tech, there are a few key differentiators you should look for when evaluating ITSM software. Those are:

  • Codeless Integration and Automation: Codeless configuration, workflow building and automation with integration to other enterprise systems.
  • Knowledge Management: Integrated ticketing and the ability to share information with techs and end-users.
  • Multi-Site Functionality: Central management of dispersed techs, multiple time zones, hours and shifts.
  • Service Catalog: Request products and services through a catalog that integrates with ticketing.
  • ITSM/ESM + PPM on One Platform: One view of all work from ticketing to change and projects – enterprise-wide.
  • End-User Self-Service: Intuitive and configurable portal with WCAG 2.0 AA compliance.
  • Conversational AI: Enable users to take action from a chat on your portal.

Ease of Use, Low Total Cost of Ownership Are Top Ranking Needs

Usability and intuitiveness have become especially critical as technology and business leaders, along with their employees, find themselves working remotely. As the users of software no longer have the same access to peers and support teams, traditional workflows have become virtual and the service desk now serves as the critical juncture for innovation, improvement, project management, prioritization and requirements gathering.

As a result, the ITSM software you choose must be easy to use, easy to operate and easy to own with a lower total cost of ownership. What does this mean? You don’t want to invest in an ITSM system that takes a whole team of people to administer. Instead, look for an ITSM tool that offers codeless functionality and an easy-to-use interface.

In addition, ITSM tools that help you adhere to ITIL standards (even if you’re just getting started with the methodology) mean your knowledge base will be robust and up to date so anyone coming to your portal for help should be able to solve their issues relatively quickly or can easily submit a ticket to get the support they need. This not only cuts down on ticket and call volumes but provides a better customer experience overall.

Working Better Together: ITSM/ESM + PPM

The service desk is often the frontline for capturing changing business needs and requirements. When you combine your ITSM/ESM with Project Portfolio Management (PPM) you can better understand your resource capabilities and engage in true resource capacity planning.

With resource capacity planning you get a big-picture view of your entire IT organization, allowing you to balance workloads across projects and support; and to see the different types of work that need to be done at any given time.

For example, if you have three IT technicians that need to cover three functional areas of business – like service, projects and operations – you can engage in resource capacity planning and optimize each technician’s workload based on their skill set and their availability. As a result, the work can be completed more effectively and efficiently as each technician is focused on work that plays to their strengths. And because you have a full view of the work and the time it will take; you can avoid overcommitting or underutilizing your resources.

Can You Supercharge Your ITSM with Integration and Automation?

This single-platform approach to ITSM/ESM with PPM can be enhanced even further when combined with an integration and automation layer using iPaaS (integration platform as a service).

iPaaS centralizes all your integrations into a single hub with a library of connectors to common systems such as Workday, Oracle, your IT Service Management/ESM platform, Salesforce, Active Directory, Azure, and hundreds more, as well as any APIs. With all systems connected and data points now secured in one spot, end-users can leverage the platform to move data, transform data, and build out automation and workflows using a visual flow builder that can be triggered from a field change, form fill or any number of actions.

By combining ITSM/ESMPPM and iPaaS on a single platform you can automate tasks, both simple and complex, as well as connect disparate systems throughout your organization – all through a codeless platform, meaning anyone can use it – not just IT.

2023 ITSM Info-Tech Quadrant

TeamDynamix Named Leader for ITSM; Scores High For Product and Service Experience

TeamDynamix ITSM scores highly for ease of administration, business value, innovation and vendor support. Key functionality standouts include reporting and dashboards, ease of administration, platform integrationsworkflow automation and the self-service portal, which is why it’s ranked as a clear leader in both SoftwareReviews’ Mid-market and Enterprise Data Quadrant and Emotional Footprint reports, according to Info-Tech.

“TeamDynamix accelerates the delivery of innovative solutions focused on automating IT,” the report states. “Data from SoftwareReviews reveals that customers are highly satisfied with the ability to innovate with TeamDynamix. In addition, feedback from end users proves that the solution is inspiring and continuously improving and also includes product enhancements.”

TeamDynamix’s key rankings include:

  • 97% Willingness to Renew: With an impressive 97 percent Willingness to Renew ranking, TeamDynamix customers renew at a significantly higher rate than the market.
  • Outranks Market for Ease of Administration: Leveraging a no-code design, TeamDynamix offers the ability to quickly customize forms, fields, workflows and integrations without resource drain.
  • Ranked #1 for Vendor Support, Ease of Implementation and Usability: Customers highlight strengths in process-aligned implementation services, feedback loops and strong vendor support.
  • 94% Cite Enhanced Performance: Innovation and alignment to strategy are critical factors in ITSM platform selection. Productivity gains are coming from automation, ease of use and AI.

“Finding a tool that can be configured quickly, that is easy to use and administer is valuable for those organizations looking to quickly move forward with their improvement initiatives,” Sandi Conrad, Principal Advisory Director at Info-Tech Research Group, said. “We often see IT Teams get the basics in place, then not move into the next phase for a long time which impedes their improvement plans. This is why ease of administration has become such a critical evaluation factor. The feedback we’ve received on TeamDynamix shows they have focused on building a solution that emphasizes being easy to use and administer.”

To learn more about TeamDynamix and the ITSM quadrant from Info-Tech download the IT Service Management 2024 Rankings Report.

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