What IT Service Management Software Ranks Top of 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: 

• Codeless Integration and Automation – Codeless configuration, workflow building and automation with integration to other enterprise systems. 
• Knowledge Management – Integrated with ticketing; 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/Enterprise Service Management + Project Portfolio Management 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.