The Info-Tech ranking report offers a unique view of the market based entirely on in-depth customer interviews. Download the Info-Tech ITSM Quadrant and Customer Viewpoint report today.
We’ll show you some of our best situations and show you exactly how to execute them to get immediate results. The best part is, iPaaS tools often feature easy-to-use click and drag functionality, meaning you don’t need a dedicated employee building integrations and workflows.
System Integrators, Value Added Resellers, Technology Providers, and Buying Consortiums can benefit from a partnership with TeamDynamix.
The Info-Tech ranking report offers a unique view of the market based entirely on in-depth customer interviews. Download the Info-Tech ITSM Quadrant and Customer Viewpoint report to gain a better understanding of key vendor strengths and emerging market requirements.
When utilized correctly, IT Service Management (ITSM) can provide a multitude of benefits for your company. That’s why when shopping for ITSM software, it’s so important to make sure you choose a provider that checks all the most important boxes.
SoftwareReviews, a peer-review platform from Info-Tech, has published its 2023 report ranking IT Service Management software companies within the enterprise and mid-market ITSM categories.
In the report, they share key drivers that organizations look for in an ITSM platform, as well as the scores and rankings that each company received for a variety of factors. Included in this report is the 2023 ITSM quadrant.
According to the report, organizations that invest in software, whether it be for ITSM or something else, simply want that software to provide business value. They want it to solve the problem it was purchased to solve because this leads to a clear ROI, more satisfied users and higher productivity. Along with value comes cost and having a low total cost of ownership is essential with SaaS. People are only willing to pay so much, so when they do decide to spend their money on a product, it needs to hold a certain amount of value.
One factor that directly correlates to the business value provided is the ease of use. Especially with remote work becoming more widespread, usability and intuitiveness are even more critical when it comes to ITSM software.
Without being in the office, those using software and technology don’t have the same level of technical support that they used to have. If you don’t provide an ITSM software solution that is easy to use, own and operate you will fall behind.
Another factor that can increase or decrease a product’s value is innovation and improvements.
Data from over 50,000 users show that satisfaction is often at its highest in the first year of implementation and declines afterward. The best ITSM platforms will continually improve and focus on innovation so that customer satisfaction doesn’t decline year after year.
Customers also want a platform that will have a high emotional footprint.
In the ITSM market, the top five emotional footprint factors that drive satisfaction are enabling productivity, enhancing performance, saving time, being caring and being inspiring.
Capturing the emotional responses a customer has to their vendor is important to measure because in many cases the emotional values are more strongly correlated to overall satisfaction than features or capability metrics alone.
Looking at specific IT Service Management features and capabilities, the following were deemed to be the six key differentiators when making comparisons between different vendors:
First, let’s look at how TeamDynamix was ranked overall. In both the Mid-Market and Enterprise ITSM categories, TeamDynamix ranked 1st out of 8 with a composite score of 8.4/10. Here’s why we ranked first in both categories:
According to the report, there isn’t one single factor that bumps TeamDynamix to the top – it’s a combination of an excellent product, genuine care and top-tier service that leaves customers feeling satisfied. Here’s what some TeamDynamix ITSM customers have to say in their reviews included in the report:
When these satisfied customers were asked why they find so much success with TeamDynamix products and why they recommend the ITSM software to other organizations, they say it’s because of:
Want to read more about why customers love TeamDynamix and how we measure up to our competitors? Check out the entire SoftwareReviews 2023 Quadrant Report.
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