EV Service Manager

Avantages

Modern user interface, no need to code to setup even complex workflows, out of the box ready to use workflows and data structures allow a mid sized company to execute and run in an acceptable time. Multi language interface is a plus. Email integratio can help comunications with users. On prem solution available.

Inconvénients

Knowledge base and knowlege management is limited. Support from Easyvista is slow. Few integrations with other tools. Responsive service app UI is really a cons.

Avantages

The software is very flexible and has many features. You can make it do what you want it to do, for most things, with some work.

Inconvénients

There are a lot of things to configure and arrange in the software, so it can be overwhelming and confusing at times. They advertise "codeless", but to be a power user, you need to know some SQL.

Alternatives envisagées 

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Avantages

They improved the versions of the software yearly. It did improve in speed and functionality but it took awhile to implement.

Inconvénients

It was very hard to configure and took a lot of time. Almost requiring a software developer for this purpose only.

Avantages

EasyVista's ticketing system worked very well, giving us a lot of options to change how we interacted with the system.

Inconvénients

There were some features that were hard to use, specifically the asset management portion.

Avantages

The software offers a comprehensive way to manage incidents and service requests that are logged via the EV self service module. The web app has a clean interface with a good use of colours to make it easy to see the type of ticket raised and its SLA. A good feature is that within a ticket on Service Manager, you can easily access the end users information and also see additional details like the tickets they have raised in the past. There is a wealth of back-end integrations and development opportunities to expand the software to work with APIs and 3rd party systems

Inconvénients

When some tickets are logged with embedded images/HTML content, it doesn't seem to render properly and can thus make it difficult to triage an incident or request because you cannot read what was raised

Avantages

Workflow editor - Like the interface and having all the icons close to the work space.

Inconvénients

Functionality - The interface is clunking and hard to navigate, even for my IT staff. The learning curve to use the interface and navigate around is quite lengthily. This hurt us as an organization, as people were discourage to use it.

Avantages

It's pretty easy to use, it's web-based so that you can get to it from anywhere, its relatively quick to refresh as compared to other web applications

Inconvénients

Application time out settings are across the board, there needs to be a separate timeout for HelpDesk user that are in it all-day

Avantages

It has a lot of features and options that can be used, other than just using it for ticket management like we normally use it for.
Change requests, incident management, service requests, problems management, assets management and many other features.

Inconvénients

Steep learning curve
Not the bet user experience
To heavy on resources

Avantages

This software does seem fairly feature-rich, and I've seen our help desk be able to customize it for various uses.

Inconvénients

Creating tickets should not be this hard. When I create service request, there are so many fields to fill out, forms to complete, approvals to request, etc.

Avantages

* Alot of information and modules on EasyVista,
*There's various helpfull modules, and alot of customizability in them.
* I like alot the contracts module.

Inconvénients

* Modules on EasyVista are too crowded and difficult to understand.
* The Organization is terrible, buggy and slow interface.
* Sometimes is hard to even know where is what you are looking for because of the interface is weird.

Avantages

I love the fact that unlike some other offerings, you do not have to be a programmer to accomplish deep customization. We have done some customizations that we would never have been able to do on our previous platform.

Inconvénients

I do not agree and never liked the fact that there are more than one UI (Service Manager & Service Apps) and that EV makes it (very) hard to connect and integrate the two. IMO, they should just be combined
The UI is static and doesn't accommodate larger monitors well at all so you cannot adjust columns sizes.
The reporting deficiencies forced us to invest in PowerBI for reporting.

Avantages

I like how when you look up user's profiles, that it shows all their information from their location, phone number, email, computer name, groups they are apart of etc. I like all the different categories you can assign issues to so you can look at those metrics to pinpoint problematic issues.

Inconvénients

The interface is extremely slow. Sometimes things will not load when clicking it for the first time and you have to refresh the page and try again. The homepage is too busy and there are too many links you can click on. Some things take several steps to do something, such as transferring a ticket or adding a tech note. Sometimes you cannot reopen, cancel, or reassign tickets.The user interface needs to be simplified so it is less busy.

Avantages

EasyVista is very powerful and flexible. New releases keep it current and allow continual improvement.

Inconvénients

Getting training after the initial install is expensive. I have had difficult figuring things out on my own. The EasyVista Support team has been helpful when I have reached out, depending on the technician.

Avantages

Not sure our organization has been able to experience all the pro of EV yet because we're still on the older version of it and not Oxygen.

Inconvénients

Configuration can be a lot easier in my opinion.