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Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of evaluation and contract negotiation with the vendor

(25)
4.2

Ability to understand your organization's needs

(26)
4.4

Timely and complete response to product questions

(25)
4.2

Pricing and contract flexibility (pricing and terms)

(24)
4.3
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(25)
4.2

How long did your deployment take?

0 - 3 months (<3)

3 - 6 months (<6)

6 - 9 months (<9)

12 months or more

9 - 12 months (<12)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(20)
3.9

Ease of integration using standard APIs and tools

(21)
4.0

Quality and availability of end-user training

(23)
4.1

Ease of deployment

(23)
4.1
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(25)
4.4

Did you purchase a support package from the vendor?

Yes

No

I’m unsure


Timeliness of vendor's response

(24)
4.3

Quality of technical support

(24)
4.6

Quality of peer user community

(23)
3.7
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(26)
4.3

Incident and Problem Management

(26)
4.6

Change, Configuration and Release

(21)
4.3

Self-Service/Request Fulfillment

(24)
4.3

IT Knowledge Management

(22)
3.9

Reporting and SLA Management

(23)
3.6

Process and Workflow Design

(26)
4.5

Data Source/ITOM Tool Integration

(15)
4.1
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Development/Integration

Functional Assessment

Maintenance and Support

Application Lead

Rollout and Install

User Training

Vendor/Product Selection

Technical Assessment

Executive Sponsor

Vendor Management

Other...


What other vendors were considered?

BMC Software

ServiceNow

Cherwell Software

CA Technologies

LANDESK

Heat Software

EasyVista

Hewlett Packard Enterprise

IBM

ManageEngine

Serena Software

Axios

Microsoft

Samanage

Sunview Software

SysAid

TeamDynamix

Zendesk

Freshdesk

Hornbill

SAP

SolarWinds

Other...


Why did you purchase an IT Service Support Management Tool?

Create internal/operational efficiencies

Improve customer relations/service

Improve business process outcomes

Improve business process agility

Improve compliance and risk management

Cost management

Enhance decision making

Drive innovation

Drive revenue growth

Improve supplier or partner relations

Reduce time to market

Other...


What were the key factors that drove your decision?

Product functionality and performance

Overall cost

Breadth of services

Strong customer focus

Product roadmap and future vision

Strong services expertise

Financial/organizational viability

Strong consulting partnership

Pre-existing relationships

Strong user community

Other...