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 2024 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 2024 ITSM quadrant.
Top of Quadrant ITSM Vendors – What Organizations Want
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 five key differentiators when making comparisons between different vendors:
- Radical Integration and Automation to reduce manual processing.
- Conversational AI to enable end users to take action from the chat.
- Make Enterprise Service Management (ESM) a reality with easy-to-deploy applications without technical resources.
- No-code platform design for fast deployment of new workflows, forms and integrations.
- Integrations will become more and more necessary as you start to expand across the enterprise – be sure that you can connect to any enterprise platform.
How TeamDynamix Measures Up in Numbers
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:
- 92% of users say they love working with TeamDyanmix.
- 97% of TeamDynamix customers say they are likely to renew, pointing to innovation, vendor support and ease of admin as reasons.
- 83% of customers say TeamDynamix is easy to use and implement.
- Out of a possible score of 100, scored 82 for the ability to provide business value (the market average is 79).
- Out of a possible score of 100, scored 89 for inspiring customers to improve.
- Over 95% of respondents agree that TeamDynamix enables their teams to be more productive.
- 94% of customers rate the platform positively for its ability to enhance performance and 91% say using TeamDynamix saves them time.
- Scores exceptionally across customer support metrics including effectiveness (94%), caring (93%) efficient (92%) and respectful (97%).
Why TeamDynamix Ranks #1
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:
- “TeamDynamix support before, during and after implementation was (and is) a big factor. Also, ease of use, ease in customizing to our needs and the capabilities built into the product is what sets it apart..”
- “A fantastic framework with integrated ITSM and PPM and the addition of automation.”
- “TeamDynamix is much easier to implement and use than other products. The support is in our timezone and local to the US. The service catalog and knowledge management are outstanding compared to other products.”
- “TeamDynamix is a fantastic product. The support and onboarding was wonderful. Even after the cutover into production, the support and success management teams are there for you.”
- “Cut our work time in half and smoothed out many processes.”
- “Our previous solution was too complicated for our needs. TeamDynamix provides the codeless options we need with a very user-friendly client portal and support technician UI. Their service desk is very responsive and great to work with.”
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 said it’s because of:
- Vendor support and high emotional satisfaction
- Integration of ITSM and PPM
- Quality of features
- Usability (low code)
- Creates business value
Want to read more about why customers love TeamDynamix and how we measure up to our competitors? Check out the entire SoftwareReviews 2024 Quadrant Report.