Research In Action’s 2022 vendor evaluation dedicated to educating business leaders in the areas of IT and marketing automation.
(PRUnderground) February 23rd, 2022
TOPdesk, a leading global provider of enterprise service management solutions, announces that Research In Action, a global IT services and automation research firm, named it a leader in the 2022 Vendor Selection Matrix for Enterprise Service Management. This is the second consecutive year TOPdesk has been named a “market leader” by Research In Action.
TOPdesk achieved the top score of 4.75 for Research In Action’s recommendation index.
TOPdesk has been in the business of IT and ESM more than 25 years and continues to expand its extensive partner network. “TOPdesk’s solution and ability to work side by side with its customers has accelerated and allowed its customers to embrace enterprise service management from initial efforts in IT service management,” Eveline Oehrlich, Research In Action’s research director and the report’s author.
TOPdesk’s enterprise service management solution, available in three different packages, allows customers to align their value objectives with their budgets with options to expand. Surveyed customers gave TOPdesk the highest possible score of 4.75 for customer satisfaction.
“TOPdesk has all the necessary capabilities, functionalities and innovations for an excellent ESM automation vendor for now and in the future,” Oehrlich noted in the report. “For organizations that want to grow into ESM, its attractive pricing models, its capabilities to service and support its customers are well known and touted in the ESM market globally already.”
The Research In Action Vendor Selection Matrix™ is a primarily survey-based methodology for vendor evaluation where 63% of the evaluation is based on a survey of enterprise IT or business decision makers and 37% on the analyst’s judgement. The analyst’s input is fed by a combination of intensive interviews with software or services vendors and their clients, plus their informed, independent point-of-view as an analyst.
For this report, the research firm interviewed 1,500 enterprise IT and business managers with budget responsibility in enterprises globally. Research In Action selected those vendors that achieved the best evaluations scores from the buyers but disregarded those with fewer than 15 evaluations.
TOPdesk partners with businesses, organizations and companies of all sizes to improve their IT service management processes through a user-friendly self-service ESM solution and providing unmatched support through a continuously delivered platform. TOPdesk’s platform allows for improved services and a high-quality enterprise service management solution with proven fast and efficient time-to-value.
“Being named a market leader in enterprise service management for the second consecutive year is an honor, made possible only because our customers understand how much we value their success and our understanding of market needs based on our decades of experience,” said Ruben Franzen, president of TOPdesk US. “We’ll continue building on this momentum and developing a solution that surpasses market expectation, with our customers always first and foremost in all that we do, of course.”
To gain further insights on the global ESM market trends, maturity, top investment areas and vendors, request your complimentary copy of the complete report here: https://www.topdesk.com/en/e-books/research-in-action-2022/.
About Research In Action
Research In Action GmbH is a leading independent information and communications technology research and consulting company. The company provides both forward-looking and practical advice to enterprises as well as vendor clients.
Vendor Selection Matrix™ Disclaimer
The Vendor Selection Matrix™ is a primarily survey-based methodology for comparative vendor evaluation. Research In Action GmbH does not endorse any vendor, product, or service depicted in our research publications and does not advise technology users to select only those vendors with the highest ratings. The information contained in this research has been obtained from both enterprises and vendor sources believed to be reliable. Research In Action GmbH’s research publications consist of the analysts’ opinions and should not be considered statements of fact. The views expressed are subject to change without further notice. Research In Action GmbH disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. All trademarks are recognized as the property of the respective companies.
Since 1993, TOPdesk has helped organizations improve their service delivery and create an environment where their employees can thrive. It does this with user-friendly, easy-to-integrate products that encourage working together and with a highly engaged team that thrives on learning, sharing knowledge, and forming partnerships.
Today, there are more than 900 employees spread across 16 offices in 11 countries, helping a community of more than 4,500 organizations around the world deliver better services. Customers rate TOPdesk a 4.6 out of 5 on Gartner Peer Insights. TOPdesk also received a consecutive Gartner Peer Insights Customers’ Choice. It also received the ”Best Customer Support” and ”Best Usability” awards from TrustRadius. For more information, visit https://www.topdesk.com/.
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