#None #ServiceNow #TeamDynamix #IBM Maximo

ITSM Software: A Strategic Focus for 2025

In the fast-evolving landscape of IT Service Management (ITSM), organizations are increasingly recognizing the essential role that effective software plays in ensuring robust service delivery and business growth. A new report titled 2025 IT Service Management (ITSM) Emotional Footprint from the Info-Tech Research Group delves into this matter, spotlighting the top solutions favored by users.

The Importance of ITSM in Organizations

With the global shift towards a digital-first environment, organizations are under pressure to enhance their operational efficiency. Effective ITSM is no longer just an operational necessity, but a strategic priority that can significantly influence a company's growth trajectory. The capabilities of ITSM software stretch beyond mere service management; they encompass improving the entire user experience, streamlining processes, and aligning IT services with broader organizational goals.

Organizations that lack a mature ITSM approach often face hurdles such as increased downtime, higher operational costs, and a lack of agility. These challenges can severely hamper performance and innovation, emphasizing the need for the right ITSM solutions.

Highlights from the 2025 Report

The report is informed by feedback from over 2,000 end-user reviews collected on Info-Tech's SoftwareReviews platform. This extensive user data not only identifies the most effective ITSM solutions but also measures how these platforms impact user sentiment - a vital aspect for decision-making in software procurement.

Key findings in the report reveal nine ITSM providers recognized as leaders in the sector:

1. Enterprise Champions:

• - TeamDynamix ITSM: With a Net Emotional Footprint (NEF) of +92, it excels in client-friendly policies.
• - IBM Maximo IT: Achieving a NEF of +95, it is noted for its efficiency in service delivery.
• - ServiceNow ITSM: With a NEF of +83, this platform is recognized for its robust security features.
• - Ivanti Neurons for ITSM: Scoring +86 NEF, it is popular for its productivity-enhancing functionalities.

2. Midmarket Champions:

• - TeamDynamix ITSM: Again making the list with a NEF of +92 for its effectiveness.
• - Jira Service Management: Scoring +88 NEF, known for its customer-friendly negotiation policies.
• - IBM Maximo IT: With a NEF of +93, celebrated for its time-saving solutions for clients.
• - Freshservice: Scoring +84 NEF, it is lauded for its complimentary product enhancement features.
• - Zendesk for Service: Achieving a NEF of +81, recognized for its inspiring functionalities that add value to customer support experiences.

Analyst Insights

Mahmoud Ramin, a senior research analyst at Info-Tech Research Group, emphasizes the urgent need for organizations to prioritize ITSM as they navigate the digital demands of 2025.