EasyVista for Amazing IT.
March 07, 2018

EasyVista for Amazing IT.

Jessica Macon | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with EasyVista IT Service Manager

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.
  • 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.
  • 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.
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."

EasyVista Service Manager Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Change requests repository
Service-level management