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The recently published 2025 IT Service Management (ITSM) Emotional Footprint report from global IT research and advisory firm Info-Tech Research Group highlights the top ITSM solutions that help organizations improve service delivery and support business growth. The annual report’s insights are based on feedback from users on the firm’s SoftwareReviews platform.
TORONTO, Aug. 8, 2025 /PRNewswire/ – Info-Tech Research Group has published its IT Service Management (ITSM) – Enterprise and Midmarket Emotional Footprint report, which highlights the top providers for 2025. Based on data from SoftwareReviews, a division of the global research and advisory firm and a leading source for insights on the software provider landscape, the newly published report identifies nine ITSM providers as the champions in the category.
ITSM standardizes and improves the delivery of IT services for consistency, accountability, and alignment with broader organizational objectives. Considered a core driver of business value in a digital-first world, best in class ITSM software is helping to eliminate operational silos, enhance service quality, and improve the overall user experience. Organizations without a mature ITSM approach may face increased downtime, rising costs, and reduced agility, all of which can hinder performance and innovation.
Data from 2,043 end-user reviews on Info-Tech’s SoftwareReviews platform was used to identify the top ITSM software providers for the 2025 ITSM Emotional Footprint report. The insights are published to support organizations that are considering options to improve service delivery, increase efficiency, and scale their ITSM capabilities for long-term business growth.
Info-Tech’s Emotional Footprint measures high-level user sentiment. It aggregates emotional response ratings across 25 proactive questions, creating a power indicator of overall user feeling towards the vendor and product. The result is the Net Emotional Footprint, or NEF, a composite score that reflects the overall emotional tone of user feedback.
The 2025 IT Service Management – Enterprise Champions are as follows:
TeamDynamix ITSM, +92 NEF, ranked high for client-friendly policies.IBM Maximo IT, +95 NEF, ranked high for its efficiency.ServiceNow ITSM, +83 NEF, ranked high for its security features.Ivanti Neurons for ITSM, +86 NEF, ranked high for its productivity enabling features.
The 2025 IT Service Management – Midmarket Champions are as follows:
TeamDynamix ITSM, + 92 NEF, ranked high for its effectiveness.Jira Service Management, + 88 NEF, ranked high for its friendly negotiation policies.IBM Maximo IT, +93 NEF, ranked high for helping clients save time.Freshservice, + 84 NEF, ranked high for its complimentary product enhancement features.Zendesk for Service, + 81 NEF, ranked high for its inspiring features.
Analyst Insight:
“IT Service Management is now a strategic priority as organizations respond to digital demands, AI adoption, and hybrid work,” says Mahmoud Ramin, senior research analyst at Info-Tech Research Group. “Modern ITSM platforms offer smarter and faster service delivery, helping organizations improve efficiency, reduce risk, and increase agility. Those that delay modernization risk service disruptions and missed opportunities for growth.”
User assessments of software categories on SoftwareReviews provide an accurate and detailed view of the constantly changing market. Info-Tech’s reports are informed by the data from users and IT professionals who have intimate experience with the software throughout the procurement, implementation, and maintenance processes.
Read the full report: Best IT Service Management (ITSM) Providers 2025
For more information about Info-Tech’s SoftwareReviews, the Data Quadrant, or the Emotional Footprint, or to access resources to support the software selection process, visit softwarereviews.com.
About Info-Tech Research Group
Info-Tech Research Group is one of the world’s leading research and advisory firms, proudly serving over 30,000 IT and HR professionals. The company produces unbiased, highly relevant research and provides advisory services to help leaders make strategic, timely, and well-informed decisions. For nearly 30 years, Info-Tech has partnered closely with teams to provide them with everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.
To learn more about Info-Tech’s divisions, visit McLean & Company for HR research and advisory services and SoftwareReviews for software buying insights.
Media professionals can register for unrestricted access to research across IT, HR, and software and hundreds of industry analysts through the firm’s Media Insiders program. To gain access, contact [email protected].
For information about Info-Tech Research Group or to access the latest research, visit infotech.com and connect via LinkedIn and X.
About SoftwareReviews
SoftwareReviews is a division of Info-Tech Research Group, a world-class technology research and advisory firm. SoftwareReviews empowers organizations with the best data, insights, and advice to improve the software buying and selling experience.
For buyers, SoftwareReviews’ proven software selection methodologies, customer insights, and technology advisors help maximize success with technology decisions. For providers, the firm helps build more effective marketing, product, and sales processes with expert analysts, how-to research, customer-centric marketing content, and comprehensive analysis of the buyer landscape.
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SOURCE Info-Tech Research Group
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