T-6. Microsoft

Six percent of organizations surveyed by HDI use a Microsoft incident management solution, which include Dynamics AX, CRM and System Center Service Manager (SCSM).

Dynamics AX is Microsoft’s enterprise resource planning (ERP) solution aimed at increasing the speed of doing business, delivering effective merchandise management and omni-channel experiences, accelerating product introductions and improving visibility into organizational risks.

Microsoft’s Customer Relationship Management (CRM) offering helps solution providers improve their marketing, sales and service engagement by organizing and automating business processes that nurture customer relationships.

SCSM helps partners of Redmond, Wash.-based Microsoft manage customer incidents and problems such as resetting passwords and accessing new applications, fully complying with industry best practices such as ITIL.