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EasyVista Service Manager

EasyVista Service Manager

Overview

What is EasyVista Service Manager?

EasyVista Service Manager is a cloud-based IT Service Management (ITSM) software solution designed to support digital transformation across organizations. According to the vendor, it offers a versatile and powerful way to manage service delivery for businesses of all sizes. EasyVista Service Manager...

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Pricing

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What is EasyVista Service Manager?

EasyVista Service Manager is the New York company's ITIL / ITSM service solution.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Demos

ITIL Problem Management with EasyVista Service Manager ITSM (Demo)

YouTube

EasyVista | How to Create Tickets Fast in EV Service Manager

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Product Details

What is EasyVista Service Manager?

EasyVista Service Manager is a cloud-based IT Service Management (ITSM) software solution designed to support digital transformation across organizations. According to the vendor, it offers a versatile and powerful way to manage service delivery for businesses of all sizes. EasyVista Service Manager is used by IT professionals, service desk teams, IT service providers, enterprise service management teams, and human resources departments.

Key Features

Incident Management: EasyVista Service Manager accelerates incident management with automated routing, flexible incident creation, and predictive search.

Problem Management: Users can identify, document, and track recurring issues down to the root cause to prevent future occurrences.

Change Management: EasyVista Service Manager simplifies change management with a graphical workflow engine, configurable dashboards, and automatic alerts for conflicting scheduled changes.

Request Fulfillment: The solution ensures prompt and efficient service delivery through a powerful workflow engine.

Service Level Management: EasyVista Service Manager provides complete control over service level agreements and monitors service performance against defined targets.

Knowledge Management: The solution facilitates incident resolution and knowledge improvement with a comprehensive Knowledge Management lifecycle.

Service Asset & Configuration Management: EasyVista Service Manager enables easy management of the complete asset lifecycle, from purchasing to decommissioning.

Self-Service: The solution empowers end-users with user-friendly web portals for request submission, tracking, knowledge search, and incident logging.

IT Financial Management: EasyVista Service Manager offers better visibility into financial and service utilization data to optimize IT investments.

EasyVista Service Manager Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews From Top Reviewers

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

EasyVista is a versatile ITSM solution that has been instrumental in solving various challenges for its users. Many users have experienced slowness and functional errors in their previous systems, but EasyVista aims to address these issues and provide a more efficient platform. It has proved to be a valuable tool for Incident and Request management, as well as Asset Management. By providing systems that work and grow with them, EasyVista enables better support to clients.

One of the key benefits of EasyVista is its ability to enhance workflow and provide visibility into the flow of work for Operations and Service Desk teams. With features like Incidents, Service Requests, KBA, Change Management, Asset Management, and soon CMDB, it offers a comprehensive ITSM solution. Managed Services Providers like Wireless Analytics rely on EasyVista for processing Requests, Incidents, and Asset Management because of its dynamic nature and customization capabilities.

Although some users have faced challenges with the Support Team and CMC, EasyVista has generally been seen as rising to the occasion. The MyIT Portal with Self-help feature has significantly reduced calls to the Helpdesk, resulting in positive feedback. Users across different departments such as IT, plant operations, print shop, and logistical services have successfully utilized EasyVista as a help desk ticketing system or to manage service requests.

EasyVista's ability to automate key processes and improve operations across all service management domains has been widely recognized. It helps track service requests, generate usage reports, and focus service efforts based on feedback. Whether it's error tracking, new developments, or making workers more accountable for their daily tasks, EasyVista provides a flexible solution. It serves as a central store for all things IT-related and offers global insight into each region's IT issues.

Users from various industries have benefited from using EasyVista. For example, it has replaced MS System Center Service Manager in some cases within the health management sector, resulting in improved efficiency and self-help capabilities. Real estate services maintenance has also been streamlined through EasyVista, reducing response time and managing service processes effectively.

Overall, EasyVista has helped users achieve their goals, improve processes, and reduce costs. Its adaptability and workflow engine have provided automation and control, allowing for better reporting to upper management and enhanced customer satisfaction. Users appreciate the simplicity of the interface and the consolidation of multiple ticketing systems into one. Furthermore, it has enabled accurate metrics and quick retrieval of data, leading to better decision-making and service improvement. With EasyVista, users have been able to control assets, manage problems, and enhance end customer satisfaction through a robust self-service portal and service catalog.

One of the key advantages of EasyVista is its cost-effectiveness and adaptability. Users have found it to be a cost-effective solution for full IT support, reducing the cost of ownership over time. Its high level of configurability allows the IT department to adjust processes as business needs evolve, providing flexibility and efficiency.

EasyVista's workflow engine has been instrumental in streamlining and enhancing existing processes for users. By automating manual workflows and providing self-service access, it allows service desk staff to focus on core tasks. With EasyVista as the single source of truth and point of contact for every user, users have been able to consolidate multiple ticketing systems into one, improving efficiency and eliminating the need for multiple disconnected tools.

Users have experienced significant cost savings with EasyVista, both in terms of tool configuration and overall costs over time. The interface for end users is simple and attractive, encouraging autonomous resolution of simple issues. It also provides better incident and service request tracking, allowing users to measure SLAs in ways that are more meaningful to business stakeholders.

EasyVista has become the main source for work order distribution and resolution for many users. It enables effective monitoring of issue resolution effectiveness and easy escalation to other departments if needed. Additionally, EasyVista facilitates secure payment processing for shared software chargebacks and departmental invoicing.

In conclusion, EasyVista has proven to be an invaluable ITSM solution for various industries and organizations. Its features like workflow automation, cost-effectiveness, adaptability, and improved incident tracking have addressed user challenges effectively. As a result, users have experienced increased efficiency, reduced costs, enhanced customer satisfaction, and streamlined service management processes through EasyVista's robust capabilities.

Based on user reviews, there are several common recommendations for EasyVista. Users emphasize considering customer experience and quality support service. They recommend EasyVista as a comprehensive package that fulfills an organization's needs and suggest using it for companies with SQL knowledge and a full team for support. Some users also recommend utilizing FMX as a contractor to help implement EasyVista.

Another recommendation is to take the plunge and utilize EasyVista. Users suggest extensively demoing the platform and customizing it to specific needs. They advise carefully weighing options instead of always going with the cheapest solution. Additionally, it is recommended to start with one module of EasyVista and expand as needed.

An important aspect of effective implementation is ensuring integration. Users recommend finding a good integration partner who understands their needs. They emphasize the importance of training users to ensure successful implementation. It is also advised to involve procurement from the start and make processes simpler.

Overall, users recommend EasyVista for its extensive functionality, flexibility, ease of administration, and professional services. They highlight the importance of evaluating IT processes, automating workflows, and gradually utilizing the platform's capabilities. Additionally, users appreciate EasyVista's success-based relationship with clients, helpful support team, transparent licensing, and great customer relationships.

(1-1 of 1)

EasyVista for Amazing IT.

Rating: 10 out of 10
March 07, 2018
JM
Vetted Review
Verified User
EasyVista Service Manager
2 years of experience
Currently, EasyVista IT Service Manager is being used as our main source of work order distribution and resolution. Our customers, faculty and staff members, submit request for various kinds of issues from simply how-to use for software to arranging network cable installation. Our administrative layer can run comprehensive reports to monitoring our effectiveness with resolving issues of our customers as a team or individual technicians. It helps us keep track of how long it takes to resolve an issue or easily elevate it to another department to complete other parts of a task. For procurement, the system gives us an easy way for customers to submit payment for shared software charge backs and invoicing the respective departments.
  • 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.
Cons
  • 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.
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."
Incident and problem management (7)
88.57142857142858%
8.9
Organize and prioritize service tickets
100%
10.0
Expert directory
80%
8.0
Service restoration
90%
9.0
Self-service tools
90%
9.0
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
70%
7.0
ITSM reports and dashboards
90%
9.0
ITSM asset management
N/A
N/A
Change management (2)
100%
10.0
Change requests repository
100%
10.0
Service-level management
100%
10.0
  • 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.
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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