EV Service Manager Reviews

The people! Working with the sales and professional services teams is what we like the best.

At times, the response is less than immediate, which can be a challenge. But this is just occasional.

We recommend to our clients all the time. It is one package that fulfills an entire organizations' worth of needs. it is not just a service desk tool, it is robust and can streamline a lot of work in one package. We love that it has not gone to a modular subscription like so many other products. When the client buys EasyVista, they get it all1

We have resolved client challenges of having systems that don't work for them or grow with them. We use the system internally for our clients so we can familiarize ourselves in order to support the clients better.

EasyVista is a dynamic service from which you build a custom platform that scales in complexity as your company grows. Whether your a small business, or large enterprise, EasyVista is hands down the easiest platform to deploy, learn, maintain, and use without sacrificing functionality. When leadership approaches my team with an initial change concept, I can be confident EasyVista will meet that need.

With an active user-community, and regular engagement with customers, EasyVista treats you like a true business partner and not just a software vendor/client relationship, and there always someone with out best interests at heart.

To say I dislike anything about EasyVista would be an embellishment, however, I suggest an area of improvement. Support has been known to be slow, however this has been addressed and has improved.

If you are looking into EasyVista, take the plunge. It's is the right platform for you.

Wireless Analytics, as a Managed Services Provider, has inherently come to rely on EasyVista to process Requests, Incidents, and Asset Management. EasyVista's dynamic nature has allowed us to customize each customer experience to their specifications with little effort.

If you are not sure exactly what to search for, you can start typing and it brings up different options for what it thinks you might need. If you aren’t sure, you can ask a general question and they will answer before sending out someone and charging the store money that isn’t necessary.

Some tabs have too many options and someone might not be sure what to choose. You don’t want to choose the wrong one if you need a direct answer within a time frame.

Any problems that we are having with the store or surrounding property concerns.

The flexibility of the user catalog has allowed us to generate a 95% hit rate; providing for large improvements in automated approval, processing and data integrity.

It took considerable time before we were able to fully understand the workflow capabilities. Once running, our team found it easy to work with.

Change quality, reduced number of touches and a user friendly catalog were our primary drivers. We have seen improvements in all areas, with the unexpected benefits resulting in reduced downtime and greatly improved delivery times.

I do Admistration

Easy to work with, customization is never a problem

the answer is always Yes

if not its a feature

lack of central naming for fields

lack of central messaging we had to build our own

Good Product

Good Support

Ease of Use

should I say more I'm sold

Incident

Service Request

Change Management

Asset Inventory

The power of the product coupled with the quality of the people sets the customer up for success. The company's vision and commitment to customer success positions it at the top of the field and makes for a happy and engaged client base. The product is easy to use and ITIL aligned, making for easy to achieve service management improvements.

The out-of-the-box reporting is fairly limited. In order to truly harness the data generated with the use of the platform, the reporting analyst must be well versed in SQL and/or tie in with a third part reporting tool.

EasyVista as a company is truly invested in building a success-based relationship with its clients. This is evident from day one. The implementation process was smooth and the value of the "safety-net support" during the first month after go-live is tremendous. From our implementation consultant to the co-founder of the company, everyone has been engaged, helpful, and truly interested in the success of the client. Don't hesitate to ask questions of the consultants or the support team. They are all willing to go above and beyond, offering advice from best practices to design assistance.

We are currently utilizing EasyVista for Incident Management, Service Request Management, Asset Management, Problem Management, Change Management, and Self-Service. As an organization, the product has helped us improve each of these processes and we have been able to develop innovative ways of tying additional processes into the system.

Ease of implementation - Process tasks in preparation for the project were complex, but paid great dividends in preparedness for implementation.

Support - Easy Vista's Safety Net Support Transition- Post implementation support process was above average. High touch support making sure our implementation and operating needs were met. Before being transitioned to normal support, which we have found in practice to be highly responsive.

Partnership - Easy Vista continues to engage our organization as a partner allowing our team to move beyond implementation (Incident, Service Request, Problem, Self Service, Asset and Change Management) to "what else can we do" with the product.

Reporting is very complex, this was the biggest learning gap we faced with the implementation. Currently we use some out of the box reporting, customized internal reporting and have attached Crystal for other reporting needs.

We would recommend to other organizations. Out project team had an extended tow year selection process as part of our process and reviewed many of the leaders in this segment. Easy Vista holds up a high performer.

Out team has used Easy Vista to developed a new service intake process for our walk up support locations. Integrating Easy vista with card swipe programming to improve workflow, area based metrics and the overall customer experience. The process replaces multiple systems and manual processes, allows for improved accuracy with metrics and quick retrieval of data.

- Powerful codeless workflow engine

- Highly adaptable platform

- Contextual search for knowledge base

- Excellent scalability

- ITIL-compliant

- Reliable cloud platform

- Regular and highly useful platform updates that are easy to implement

- ServiceApps appears to be an excellent update bringing an even higher level of function and usability to the platform

- Interface is a little outdated

- Complex workflows, once implemented, are difficult to modify without a high volume of touchpoints

- The service catalog doesn't allow for complex permission-based item selection

- No REST API for Service Manager

- While the implementation team is very high touch, we've had difficulties with our post sales account representation

Moving from a home-grown ticketing system we realized tremendous gains in efficiency and automation by implementing EasyVista in 2014. We've used the workflow engine to convert 10 years of customer support practices into advanced automation. Our outbound email confirmations are now managed uniformly and many are sent by the system instead of manually. We have begun to integrate our platform with our customers' ITSM platforms and plan to add CRM and BI platform integrations in the future as well. In addition, we now have a roadmap to activate EasyVista modules outside of the Service Desk functionality. We hope to have Change and Project Management implemented over the course of 2015.

As we began to implement EasyVista in our environment it quickly became clear that the platform has a very high level of adaptability when it comes to configuration. To date our biggest limitation has been our own imagination with regard to how EasyVista can solve a given problem. We have yet to find a question that can't be answered by this product.

Easy to configure and very reliable. Very customizable to our needs and does not require programming knowledge (maybe a little SQL, but not necessary). Easy to integrate with other tools.

I do not like the profile management and how it requires going through numerous menus and sections.

Ask EasyVista to get you in contact with an existing customer so that you can ask all the necessary questions with out the sales team in the background. They are very good at allowing you to discuss the product with other customers.

Controlling the flow of incidents and service requests by allowing workflows for each category.

Reporting to upper management what is really going on in IT.

We have been an EasyVista partner for 6+ years because first and foremost the software meets our customers needs and expectations in many ways:

- Fully integrated ITSM--ITAM platform with no need for third party software which makes it easy to manage after go-live

- ITIL aligned for all major processes

- Fast implementation (6 weeks to 4 months based on client size and processes to implement)

- Easy knowledge transfer for most of our clients

- Great APIs for easy integration with third party software such as SCCM, ERPs...

The project management module certainly needs enhancements, especially as it relates to time management.

I would strongly recommend to add EasyVista in your evaluation process when looking at ITSM tool.

EasyVista lacks the recognition it deserves but its customers will testify that it is a great tool.

Look at flexibility, ease of administration and the team that will provide professional services.

We have helped answer to multiple business problems and provide key benefits such as:

- Enhancing end customers satisfaction thanks to a robust sel-service portal and service catalog that can be accessed from the web or mobile interface. No need to install a client.

- Decreasing cost of ownership of the ITSM platform

- Allowing the IT department to adjust its processes as business needs evolve

- Process automation thanks to EasyVista workflow engine