EasyVista Service Manager vs. Serviceware Processes (helpLine)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
EasyVista Service Manager
Score 9.0 out of 10
N/A
EasyVista Service Manager is the New York company's ITIL / ITSM service solution.N/A
Serviceware Processes (helpLine)
Score 9.0 out of 10
N/A
helpLine was an ITSM solution developed by the European IT service software company of the same name headquartered in Germany, acquired by Serviceware and now representing the central process platform for the Serviceware Enterprise Service Platform, rebranded Serviceware Processes.N/A
Pricing
EasyVista Service ManagerServiceware Processes (helpLine)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
EasyVista Service ManagerServiceware Processes (helpLine)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
EasyVista Service ManagerServiceware Processes (helpLine)
Top Pros
Top Cons
Features
EasyVista Service ManagerServiceware Processes (helpLine)
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
EasyVista Service Manager
8.9
1 Ratings
9% above category average
Serviceware Processes (helpLine)
8.9
1 Ratings
9% above category average
Organize and prioritize service tickets10.01 Ratings10.01 Ratings
Expert directory8.01 Ratings9.01 Ratings
Service restoration9.01 Ratings6.01 Ratings
Self-service tools9.01 Ratings9.01 Ratings
Subscription-based notifications10.01 Ratings9.01 Ratings
ITSM collaboration and documentation7.01 Ratings10.01 Ratings
ITSM reports and dashboards9.01 Ratings9.01 Ratings
Change management
Comparison of Change management features of Product A and Product B
EasyVista Service Manager
10.0
1 Ratings
18% above category average
Serviceware Processes (helpLine)
10.0
1 Ratings
18% above category average
Change requests repository10.01 Ratings10.01 Ratings
Service-level management10.01 Ratings10.01 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
EasyVista Service Manager
-
Ratings
Serviceware Processes (helpLine)
8.3
1 Ratings
2% above category average
Configuration mangement00 Ratings9.01 Ratings
Asset management dashboard00 Ratings9.01 Ratings
Policy and contract enforcement00 Ratings7.01 Ratings
Best Alternatives
EasyVista Service ManagerServiceware Processes (helpLine)
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Score 9.0 out of 10
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Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
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Score 9.0 out of 10
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Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
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Score 8.8 out of 10
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Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
EasyVista Service ManagerServiceware Processes (helpLine)
Likelihood to Recommend
10.0
(1 ratings)
9.0
(1 ratings)
Support Rating
-
(0 ratings)
9.0
(2 ratings)
User Testimonials
EasyVista Service ManagerServiceware Processes (helpLine)
Likelihood to Recommend
EasyVista
It is well suited for a service-based department, but it can sometimes offer confusion for non-technical users because of the amount information the form fields require. Most customers don't want to write the equivalent of a book to simply say that " I want to obtain a license of Adobe Acrobat and charge it to the department."
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Serviceware
You can build every business process with helpLine. The Code is completely free (C#). The only limitations you have are in the GUI, there you probably will miss something. But the Servicemask can be designed free.
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Pros
EasyVista
  • Documentation is very important for any technology department. We can easy attach quotes, screenshots of issues, or invoices so that any one looking at the work order once closed can see that the task was completed quickly or may require more resources if needed again.
  • Tracking the progress of your team is also important when considering pay scales or promotions. Reports help you see which employees are going above and beyond and those that are needing extra motivation.
  • Universities have to work as cohesive unit to be successive. Our customers tell is us what is needed for them to do their jobs and we are able to divide the work amongst our staff to continue the quest quickly.
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Serviceware
  • No implementation limits.
  • Easy handling (masks can be designed freely).
  • Various interfaces are available.
  • With C# code a lot can be done.
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Cons
EasyVista
  • Customization without the need for lengthy contacts with tech support. Non-technical team members should be able to resolve malfunctions with the interface and its components.
  • A mobile app would make resolving work orders in the field easier. Without the need for a PC-like device to access the program. Many times, weather conditions are not kind to tablets. A cell phone is more reasonable.
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Serviceware
  • The task management tool could be better integrated.
  • Relatively high memory usage for heavy users.
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Support Rating
EasyVista
No answers on this topic
Serviceware
In case of bugs or coding problems you have to be more specific. Otherwise, they are not forwarded to the development team or it is quickly said that a consultant has to look at this for a fee.
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Alternatives Considered
EasyVista
There has been less downtime due to incompatible upgrade elements in our environment. EasyVista is takes hours not days to troubleshoot and resolve any functionality errors. Tech Support has been more helpful and reachable.
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Serviceware
Unfortunately I have no experience with other products.
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Return on Investment
EasyVista
  • Our turnaround time has decreased steadily use implementing use.
  • Our CIO is update on the progress of his team at all times.
  • The customers feel better informed about their requests from start to finish.
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Serviceware
  • We can handle tickets faster.
  • No double tickets anymore because of the contact assignment.
  • One mailbox where every mail will be processed.
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