Key Drivers For Top of Quadrant and Customer Viewpoints: IT Service Management 2021 Rankings

IT Service Management
IT Service Management 2021 Rankings;

© 2021 TeamDynamix All Rights Reserved
Key Drivers for Top

of Quadrant and
Customer Viewpoints
Table of
Contents
1 The Importance of the Customer Voice
2 ITSM Checklist - Key Differentiators
3 Satisfaction Drivers
4 Easy to Use, Own & Operate
5 Creating Business Value: High Emotional Customer Satisfaction
6 Creating Business Value: Lower Total Cost of Ownership, High

Satisfaction with Product Value
7 User Success Factors: Core Features

9 Resource Optimization: Stronger Together with ITSM and PPM
10 Realizing Greater Benefits: Ease of Implementation and

Excellent Service Experience
11 Final Considerations / Main Factors of Success
12 About IT Service Management / Vendor Coverage
13 About TeamDynamix / About SoftwareReviews
1
The Importance of Customer Voice
Peer reviews provide insights into how vendors and their products meet user expectations. By
collecting insights from business and technology users, SoftwareReviews can help companies
understand what to look for in selecting their solution and improve the likeliness that the software
they use will exceed expectations. Our research shows the best vendors excel at 3 key factors:
1 Business value
2 Usability and intuitiveness
3 A strong emotional footprint
TeamDynamix ITSM scores highly across each of these three pillars, which is why it is ranked as a
clear leader in both SoftwareReviews’ Data Quadrant and Emotional Footprint reports. This report
uses insights from validated users to share why TeamDynamix users are more satisfied and more
likely to recommend this solution to their peers and colleagues.
Outstanding user reviews rank TeamDynamix ITSM as a leader in the SoftwareReviews’ January
2021 Data Quadrant.
IT SERVICE MANAGEMENT
1st
FEBRUARY 2021
8.6 TeamDynamix
PRODUCT LEADER ranked
INNOVATOR TeamDynamix ITSM of 17 in IT Service Management
SysAid
s d
C2
2 ATO
AT
TOM
Cherwell
Ch w l ITS
SM
S
PRODUCT FEATURES AND SATISFACTION
Jira
a Se v t ITS
Ivanti ITSM
T
Service
ervice
c Desk
e k
IIBM Control
n l
Agiloft
l Service
Serv
rrvice
e Desk
e
Zendesk
Z d sk
k Suppo S
Suppo
upport Spiceworks
c o s Cloud
o Hellp Desk
BMC
M HHelix
x ITSM
S
ServiceNow
Servic
ervic
i N ITS
SM
TeamDynamix
OmniTracker
O n a e ITSMT M
Manage
M a EEngine
gi S ServiceDesk
v e s Plus
l
Composite Score
SMAX
A
Axios
Axi IITSM
M
8.3/10
FootPrints
o i
SERVICE
CHALLENGER STAR
6.8
X
5.9 VENDOR EXPERIENCE AND CAPABILITIES 8.5
TDX has a proven implementation process and highly skilled and qualified
implementation consultants that assist you along the way... with best
Game Changer!
practices and potential ‘gotchas.’ The TDX implementation is the

smoothest we’ve had for any software or product in my 20-year history.
Collaborative Technologies Specialist
1
ITSM Checklist: Key Differentiators
End User Self Serve Service Catalog
Intuitive and configurable portal Request products and services through
with WCAG 2.0 AA compliance. a catalog that integrates with ticketing.
Knowledge Management ITSM/ESM + PPM on One Platform

Integrated with ticketing; share One view of all work from ticketing to
information with techs and end-users. change and projects; enterprise wide.
Multi-Site Functionality Codeless Integration & Workflow

Central management of dispersed techs, Codeless configuration, workflow
multiple time zones, hours, and shifts. building and automation with
integration to other enterprise systems.
TeamDynamix:
Likeliness to Renew
Vendor really does listen to its

customers, understands the
business, and does try to do
what’s best for the customer base.
96% Manager, IT Service Management and

Continual Service Improvement, SLED
2
Satisfaction Drivers
The Importance of Business Value to Customers
A software that creates business value has more satisfied users, a clear ROI, and can be trusted
to address the problem it was purchased to solve. SoftwareReviews data clearly shows that a
high business value score leads to users being emotionally attached to the solution. Emotionally
attached users achieve better results, see increases in productivity, and evolve as their needs do.
How satisfied are you with your ITSM Software’s ability to provide Business Value?
Business Value Created
TeamDynamix 81
Market Average 77
65 70 75 80 85 90
TeamDynamix:
Would You Likeliness to Recommend
Recommend It?
At SoftwareReviews we focus on the factors that

business and technology professionals say “delight”
them, thus determining if a software elicits an emotional
response rather than a simple acknowledgement of 87%
feature delivery. When a software user says their solution
“delights” them, we have found they are more likely to
recommend, renew, and invest in making that software
integral to their business, workflows, and services.
3
Easy to Use, Own & Operate
Usability and intuitiveness are critical and have become more important as technology and
business leaders and their employees found themselves working remotely. As the users of software
no longer had the same access to peers and support teams, traditional workflows became virtual
and the service desk became a critical juncture for innovation, improvement, project management,
prioritization, and requirements gathering.
1st
IT SERVICE
MANAGEMENT TeamDynamix
TeamDynamix ITSM C we
Cherw J U LY 2 0 2 0
ranked
of 17 in IT Service Management
IBM
M Control
Con
ontrol Desk
mniTracker
mn ker
CHAM IONS
S sAid
Sy
SysAid
ONS
NS
S
87
88
C2 ATOM
OM
Zendesk
nde
esk
k Support
Ivanti
nti IT Service
rvicce Management
Man ent
RELATIONSHIP VALUE
ManageEngine
eEn ine ServiceDesk
De k Plus
BUILDERS PLAYERS
PLAYERS
E
Spiceworks
pice s IT Help
elp Des
Desk
N
BMC Helix
lix ITSM
ITS
ET
EM
S rviiceNow ITSM
Servi TS
O
EX
63
TI
73
CONTENDERS
ONTENDER
EN
N
D
Axios
O
IN
V
N
A
Micro
ro Focus
s SMA
S
E
L
LU
FO
A
O
V
TP
A lo
Agiloft
Ag of Service
S eDDe
R
IN
T
FootPrints
F s
= Outlier = Champion
It is very easy to implement and Product gives insight into total IT

very user friendly. It allows for resource allocation. Integration
customization that can give a new of ITSM & PPM for sight into IT
perspective on the future of resource utilization.
service management.
CIO, SLED
IT Project Manager, Telecommunications
4
Creating Business Value:
High Emotional Customer Satisfaction
SoftwareReviews captures the emotional responses a customer has to their vendor, and in many
cases the emotional values are more strongly correlated to overall satisfaction than features or
capability metrics alone. When a customer indicates that their solution or provider creates an
experience of empathy and inspiration, then we know that the user has a strong bond with the tool.
Top Five Emotional Footprint Factors that

Drive Satisfaction in the ITSM Market
SoftwareReviews data shows
Caring the strongest correlations
to customer satisfaction in
Inspiring the ITSM market are that the
vendor is caring, inspiring, fair,
Enables Productivity and enables productivity and
enhances performance for
Performance Enhancing users. TeamDynamix scores
exceptionally across all five
Vendor Is Fair metrics.
0.6 0.65 0.7 0.75
Strength of Correlation
Over 90% of respondents have a great experience with their TeamDynamix solution and trust the
vendor to address and contribute to how they can further improve and innovate using their solution.
Everyone at TeamDynamix is friendly and personable to work with and they truly care
about their product and their customers.
IT Director, Higher Education

98% 92% 93% 89% 89%
1% 2% 4% 4% 1%
5
Creating Business Value:
Lower Total Cost of Ownership, High
Satisfaction of Product Value
Satisfaction isn’t a single score. Rather true satisfaction with a solution comes from understanding
several crucial aspects of how a vendor delivers and stands behind its solutions.
In the case of ITSM, the factors most relevant to user satisfaction based on our reviews include
ease of implementation, support, ease of IT administration, breadth of features, and business
value creation. In each of these areas, TeamDynamix significantly outperforms the ITSM market
based on end-user reviews of the ITSM solutions we have collected reviews on. Moreover, 82% of
TeamDynamix users report that they are satisfied with the cost of the solution given the amount of
value it provides them.
Top Five Vendor Capability Factors that Drive Satisfaction in the ITSM Market
88
87
86
84
82
81
80 80 79
79
78
76
74
72
70
Business Value Breadth of Ease of IT Vendor Support Ease of

(corr + 0.81) Features Administration (corr + 0.59) Implementation
(corr + 0.74) (corr + 0.66) (corr + 0.58)
TDX Vendor Capability Value Market Average
TeamDynamix:
Consider not only cost and feature set of the tool but also Satisfaction that Cost is
the ability of the tool to provide you with data that can Fair Relative to Value
more clearly show where the work is and how resources
are being used. In our case with TeamDynamix we
are now able to clearly see the amount of time our IT
resources spend doing not only daily activities but also
the time they spend on other things like projects.
82%
ITSM Director, Mid Market
6
User Success Factors
In service management, helping end users reach decisions and action outcomes is critical. Over
1,000 reviewers highlighted what is most critical with ITSM software and identified what is most
important to their satisfaction with TeamDynamix.
Beyond the core capabilities and features for workflow, reporting, and ITIL-based service desk
support, TeamDynamix delivers market leading performance in knowledge management, self
service, and service catalog functionality.
Top Performing Product Features in the ITSM Market

88
86
84 82 82 82
81 81
82
80
78
76
74
72
70
Integrated End User Multi-site Service End User

Knowledge Self Functionality Catalog Support
Management Serve Solutions
TDX Vendor Capability Value Market Average
The interface for the clients helps These aspects form the basis of an organization
them navigate through solutions having one platform that provides an intuitive
and ticket creation in a way that self-service portal that supports both their in-
makes them feel like they have house and remote workforce. The strength of
a robust and scalable service catalog coupled
been heard.
with integrated project management capabilities
Director IT, allow for business requirements to be gathered,
Computer and Network Security actioned, and collaborated upon between the
business and technology teams.
7
The Importance of Delivering
Customer Value
Investments in software should not be taken lightly.
In fact, data from over 50,000 users show that
satisfaction is often at its highest in the first year of 89%
implementation and declines afterward. Hence why
choosing a solution and a vendor that your peers
say is the best in innovation and improvements that
matter is critical.
Product Strategy and Rate of Improvement TeamDynamix focuses on

implementing ITIL best practices
in the features and functionality
Market of their product. The product
73
Average is very customizable even if you
don’t have developers dedicated to
TDX Vendor program customization.
79
Capability Value
IT Director, Mid Market
70 75 80
TeamDynamix leads the ITSM market in terms of

delivering on its stated product strategy and rate
of improvement and bringing these solutions to its
customers as part of the relationship. Not only does
the technology team have the insight into customer
needs, but also into how improvements in future
iterations of software will be made available to them.
Enterprise Connectivity
It is important for an organization to

evaluate its data integration strategy
at a critical junction of cloud adoption
to position itself for future success.
TeamDynamix is a leader in digital
transformation and its new iPaaS
platform will harmonize data and
automate workflows in a single, easy-
to-use, codeless platform.
8
Resource Optimization:
Stronger together with ITSM and PPM
The service desk is often the front line for capturing changing business needs and requirements.
As cloud-based applications and services are matched with an increasingly remote workforce,
innovations in automation, reporting, and service delivery are important. TeamDynamix takes this
further with project portfolio management functionality being baked into its solutions by default.
TeamDynamix PPM users rank its PPM functionality as part of what compelled them to choose
TeamDynamix ITSM in the first place. In fact, based on user satisfaction rankings, the PPM area was
so compelling that not only was it a leader in the PPM space, but it also added substantially to the
business value of the overall solution and user experience. The power of the two together is what
sets apart this platform.
Team Dynamix ITSM Team Dynamix PPM Combined ITSM + PPM
Likeliness to
Recommend 87 91 89
Net Emotional
Footprint 85 95 90
Business
Value Created 81 85 83
Quality of
Features 81 81 81
Performance
Enhancing 93 100 97
Why Users Recommend TeamDynamix

The product has been easy to implement and continues to evolve as we become
familiar with it. Now we are also implementing the PPM aspect of the product. We are
starting to deploy the product so that non-IT units can also use the system.
Marketing Specialist, Telecommunications
Complete ITSM and project management tool in one!

ITSM Director, SLED
Love the integration of ITSM and PPM!

Product Portfolio Manager, IT Industry
9
Realizing Greater Benefits:
Ease of Implementation and
Excellent Service Experience
TeamDynamix delivers its own professional services to each of its customers. Using its own
own implementation team allows the company to ensure quality and expert service delivery by
understanding and helping to address each customers’ specific workflows, processes, and pain
points. This approach has served them well, with high marks for delivery.
Best implementation with a vendor that we have had.
Chief Information Officer, SLED
Service Experience
Good service matters. These data show the overall quality and effectiveness
90% of service, so you can know whether you’ll be treated well before and after
you’ve made the purchase.
Product Experience
Software needs to reliably enable your performance and productivity. These
91% data show how TeamDynamix can propel your organization forward by
enabling productivity reliably.
Negotiation and Contract

Negotiation doesn’t have to be adversarial. Both parties are always looking to
get the best deal, but finding a venor who will work with rather than against
81% you makes it more likely you’ll both be happy with the results. These data show
that Team Dynamix consistently uses friendly and transparent negotiation.
Conflict Resolution
Knowing your vendor will handle problems reasonably, fairly, and amiably
90% can give you peace of mind. These data show how fair, trustworthy, and client-
friendly TeamDynamix is based on user experience.
10
Final Considerations
ITSM solutions are crucial for companies to manage their assets and document how support,
policy, and governance are applied to service and application enhancements.
Enterprise Service Management

More departments are looking to use service catalogs to document business needs, workflow, and
action efforts. TeamDynamix ITSM users cite its usability, vendor support and vision, and standards-
based features as core to their product experience. This results in positive referrals to peers based
on vendor engagement, the ability to manage projects (with the integrated project management
features), and the tools’ usability (low code) and functionality.
Main Factors of Success

TeamDynamix users recommend this solution based on five important factors.
Vendor Support Integration of ITSM Quality of Features

and High Emotional and PPM
Satisfaction
Usability Creating Business

(Low Code) Value
TeamDynamix offers us a suite of options beyond just ticket management. We like how
everything is integrated.
Assistant Director, Higher Education
11
About IT Service Management Software
IT Service Management software supports the processes carried out by an IT department’s service
desk, in the course of service delivery, incident management, problem management, and service
request fulfillment.
Vendor Coverage
SoftwareReviews covers 23 ITSM software vendors and has published detailed user-generated
reviews on 17 key products being used by organizations in both private and public sectors. These
reviews look at key metrics in capability and feature importance and satisfaction as well as the user
experience and trust with the suppliers of these products.
Vendors covered in our reports include:
TeamDynamix Cherwell Software BMC Software
ServiceNow Freshservice IBM
Jira Service Desk Micro Focus Agiloft

Ivanti Spiceworks C2 ATOM
ManageEngine ServiceDesk Plus Zendesk Support Axios Systems
SysAid Technologies OMNINET Software Solutions TOPdesk
12
About TeamDynamix
TeamDynamix ITSM is a codeless IT Service Management (ITSM) solution that improves incident
and problem management, provides dynamic ticketing, and bolsters organizational workflows.
Companies that leverage TeamDynamix can focus on improving operational efficiencies while
their solution helps reduce drain on IT resources with its cost-effective, highly configurable, and
integrated platform approach. The core features of TeamDynamix’s ITSM solution make it a leading
choice for users valuing usability, ease of implementation, and a comprehensive service catalogue.
The solution can easily be extended for Enterprise Service Management (ESM) and includes Project
Portfolio Management (PPM). Outstanding user reviews rank TeamDynamix ITSM as a leader in the
SoftwareReviews’ January 2021 Data Quadrant.
About SoftwareReviews
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.
Data quality is paramount. That’s why we bend over backwards to ensure that the data we are
collecting is from experienced users, so you can trust it and make decisions with confidence.
Reviewers are verified through LinkedIn and business email to ensure they are real professionals
with the software experience they claim. Every review is thoroughly checked for authenticity through
a robust QA process. Dynamic reviews adapt according to the reviewer’s role and experience,
avoiding inaccurate guesses.

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IT Service Management

IT Service Management 2021 Rankings;

Key Drivers for Top

2 ITSM Checklist - Key Differentiators

4 Easy to Use, Own & Operate

5 Creating Business Value: High Emotional Customer Satisfaction

6 Creating Business Value: Lower Total Cost of Ownership, High

7 User Success Factors: Core Features

9 Resource Optimization: Stronger Together with ITSM and PPM

10 Realizing Greater Benefits: Ease of Implementation and

11 Final Considerations / Main Factors of Success

12 About IT Service Management / Vendor Coverage

13 About TeamDynamix / About SoftwareReviews

practices and potential ‘gotchas.’ The TDX implementation is the

Collaborative Technologies Specialist

Knowledge Management ITSM/ESM + PPM on One Platform

Multi-Site Functionality Codeless Integration & Workflow

Vendor really does listen to its

96% Manager, IT Service Management and

Business Value Created

At SoftwareReviews we focus on the factors that

It is very easy to implement and Product gives insight into total IT

Top Five Emotional Footprint Factors that

IT Director, Higher Education

98% 92% 93% 89% 89%

Business Value Breadth of Ease of IT Vendor Support Ease of

TDX Vendor Capability Value Market Average

Top Performing Product Features in the ITSM Market

Integrated End User Multi-site Service End User

TDX Vendor Capability Value Market Average

Product Strategy and Rate of Improvement TeamDynamix focuses on

TeamDynamix leads the ITSM market in terms of

It is important for an organization to

Team Dynamix ITSM Team Dynamix PPM Combined ITSM + PPM

Why Users Recommend TeamDynamix

Complete ITSM and project management tool in one!

Love the integration of ITSM and PPM!

Best implementation with a vendor that we have had.

Chief Information Officer, SLED

Negotiation and Contract

that Team Dynamix consistently uses friendly and transparent negotiation.

Enterprise Service Management

Main Factors of Success

Vendor Support Integration of ITSM Quality of Features

Usability Creating Business

Assistant Director, Higher Education

Vendors covered in our reports include:

TeamDynamix Cherwell Software BMC Software

ServiceNow Freshservice IBM

Jira Service Desk Micro Focus Agiloft

Ivanti Spiceworks C2 ATOM

ManageEngine ServiceDesk Plus Zendesk Support Axios Systems

SysAid Technologies OMNINET Software Solutions TOPdesk

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