Digital Transformation

SoftwareReviews publishes 2022 ITSM Emotional Footprint


SoftwareReviews, a leading source for insights on the software provider landscape, has published its 2022 IT Service Management (ITSM) Emotional Footprint, with seven top software providers identified as Champions in the Enterprise and Midmarket spaces.

ITSM software supports the various processes carried out by an IT department’s service desk, such as service request fulfillment, incident management, and problem management. As many employees around the world continue to work remotely, organizations are rapidly increasing their digital transformation efforts with a focus on hyperautomation and AI-powered service management to help resolve service tickets faster, saving both time and money.

To support organizations searching for the right ITSM software for their unique needs, SoftwareReviews has identified the top ITSM software providers for the year based on verified survey data collected from 1,475 end-user reviews. These providers have received high scores on SoftwareReviews’ Emotional Footprint.

The Net Emotional Footprint (NEF) of each software provider is a result of aggregated emotional response ratings across the areas of service, negotiation, product impact, conflict resolution, strategy, and innovation. The NEF is a powerful indicator of overall user sentiment toward the provider and its product from the software user’s point of view.

The 2022 Enterprise IT Service Management Software Champions are as follows:

  • TeamDynamix ITSM, 87 NEF, ranked high for being reliable.
  • Ivanti Neurons for ITSM, 85 NEF, ranked high for unique features.
  • OMNITRACKER, 87 NEF, ranked high for being respectful.

The 2022 Midmarket IT Service Management Software Champions are as follows:

  • Freshservice, 90 NEF, ranked high for being efficient.
  • TeamDynamix ITSM, 87 NEF, ranked high for having integrity.
  • TOPdesk ITSM, 88 NEF, ranked high for including product enhancement.
  • C2 ATOM, 88 NEF, ranked high for continually improving.

SoftwareReviews’ comprehensive software reviews provide the most accurate and detailed view of a complicated and ever-changing market. The data comes from real end users who use the software day in and day out and IT professionals who have worked with it intimately through procurement, implementation, and maintenance.

To compare and evaluate ITSM providers using the most in-depth and unbiased analyst reports available, visit SoftwareReviews’ IT Service Management dedicated category page.

For more information about SoftwareReviews, the Data Quadrant, or Emotional Footprint, or to access resources to support the software selection process, visit and connect via LinkedIn, Twitter, and Facebook.

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