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Jonathan S.

Senior Manager, Technology

Wireless

Small-Business (50 or fewer emp.)

4/3/2015

"EasyVista Makes Service Management Easy!"

5/5

What do you like best about EasyVista Service Manager?

- 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 Review collected by and hosted on G2.com.

What do you dislike about EasyVista Service Manager?

- Interface is a little outdated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 Review collected by and hosted on G2.com.

What problems is EasyVista Service Manager solving and how is that benefiting you?

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. Review collected by and hosted on G2.com.

FA

Fernando A.

IT Service Manager

Government Administration

Enterprise (> 1000 emp.)

4/1/2015

"EasyVista: Partnership and relationship"

4.5/5

What do you like best about EasyVista Service Manager?

EasyVista is an user-friendly, intuitive and adaptable product, which has let us deploy a solution based on ISO 20000 easily in a short period of time.

Besides, EasyVista has a great partnership and relationship with us, which helps to make the best of the product. Review collected by and hosted on G2.com.

What do you dislike about EasyVista Service Manager?

Sometimes, EasyVista launchs versions with new features which are not tested enough: Project module is an example of it. Review collected by and hosted on G2.com.

Recommendations to others considering EasyVista Service Manager:

The product is great, but to make the best of it is needed to work hard in adapt it to your requirements: workflows, fields of the data-base,... Review collected by and hosted on G2.com.

What problems is EasyVista Service Manager solving and how is that benefiting you?

Facing up new challenges and new needs, as it was to upgrade to a VoIP system from tradicional PBXS without having increased our staff, required us to change the way we were used to work, moving towards a process-oriented model.

EasyVista has let us deploy a solution based on ISO 20000 quickly and efficently, offering us a CMDB with currently almost 60000 assets and configurations items, as well as a framework to implement easily workflows to provide services, to solve incidents and problems and to manage requests for changes from our service catalogue. Review collected by and hosted on G2.com.

ES

Verified User in Sporting Goods

Mid-Market (51-1000 emp.)

3/1/2016

"Implementing EasyVista as ITSM-solution for Group IT"

4.5/5

What do you like best about EasyVista Service Manager?

non programming required, only customization. Review collected by and hosted on G2.com.

What do you dislike about EasyVista Service Manager?

the usability is a bit poor and the GUI should be modernized Review collected by and hosted on G2.com.

ES

Erwin S.

Service Desk Team Lead

Telecommunications

Mid-Market (51-1000 emp.)

3/26/2015

"Really, really awesome tool!!!"

5/5

What do you like best about EasyVista Service Manager?

I really like its flexibility to address different business needs. The best part though is that EV refines our processes as you can actually visualizes what is happening when they are translating it to their workflows. FMX is really an awesome partner in implementation, they can basically make the tool dance in the palm of their hands and have an excellent customer relation. Review collected by and hosted on G2.com.

What do you dislike about EasyVista Service Manager?

I honestly don't see anything that I don't like, I'm always in awe when I think of it. Review collected by and hosted on G2.com.

Recommendations to others considering EasyVista Service Manager:

It is an awesome tool and very transparent on their licensing. There is no complicated licensing scheme. Review collected by and hosted on G2.com.

What problems is EasyVista Service Manager solving and how is that benefiting you?

We are using a couple of applications for ticketing systems in different business units of our company and it is very confusing, limiting, and expensive plus it lacks a comprehensive reporting. EasyVista has enabled us to consolidate these applications and became the single source of truth and the single point of contact for every user. Review collected by and hosted on G2.com.

AP

Verified User in Pharmaceuticals

Enterprise (> 1000 emp.)

3/1/2016

"Easy to use"

3.5/5

What do you like best about EasyVista Service Manager?

Customizable report

Customizable UI

Fast hardware index Review collected by and hosted on G2.com.

What do you dislike about EasyVista Service Manager?

Not possible change workflow by mysel

Hard way to upload massive asset Review collected by and hosted on G2.com.

CI

Verified User in Information Technology and Services

Enterprise (> 1000 emp.)

3/3/2016

Business partner of the seller or seller's competitor, not included in G2 scores.

"Implementation of operation and transition modules"

4.5/5

What do you like best about EasyVista Service Manager?

ITSM solution simple and complete, going straight to the point. Review collected by and hosted on G2.com.

What do you dislike about EasyVista Service Manager?

The combined system of OLAs and SLAs needs to be improved to automatically provide an overall intervention time while respecting the SLA. Review collected by and hosted on G2.com.

AH

Verified User in Hospitality

Enterprise (> 1000 emp.)

3/9/2016

"Good application to manage incidents, problemas and requests"

3.5/5

What do you like best about EasyVista Service Manager?

You can adapt them yourself, for example: forms, reports. Review collected by and hosted on G2.com.

What do you dislike about EasyVista Service Manager?

Manage KPI's, because is easier using Excel than EasyVista. Review collected by and hosted on G2.com.

PS

Paul S.

Help Desk Supervisor

Hospital & Health Care

Enterprise (> 1000 emp.)

4/3/2015

"EasyVista is truely easy!!"

5/5

What do you like best about EasyVista Service Manager?

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. Review collected by and hosted on G2.com.

What do you dislike about EasyVista Service Manager?

I do not like the profile management and how it requires going through numerous menus and sections. Review collected by and hosted on G2.com.

Recommendations to others considering EasyVista Service Manager:

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. Review collected by and hosted on G2.com.

What problems is EasyVista Service Manager solving and how is that benefiting you?

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. Review collected by and hosted on G2.com.

XB

Xavier B.

President and owner

Information Technology and Services

Small-Business (50 or fewer emp.)

4/2/2015

Business partner of the seller or seller's competitor, not included in G2 scores.

"Flexibility, automation and rapid implementation"

5/5

What do you like best about EasyVista Service Manager?

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... Review collected by and hosted on G2.com.

What do you dislike about EasyVista Service Manager?

The project management module certainly needs enhancements, especially as it relates to time management. Review collected by and hosted on G2.com.

Recommendations to others considering EasyVista Service Manager:

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. Review collected by and hosted on G2.com.

What problems is EasyVista Service Manager solving and how is that benefiting you?

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 Review collected by and hosted on G2.com.

AM

Verified User in Media Production

Enterprise (> 1000 emp.)

3/30/2015

"EasyVista helped us migrate from an antiquated "Help Desk" tool to a "real" ITSM based solution."

4/5

What do you like best about EasyVista Service Manager?

Full suite of modules is included in the initial purchase of the tool.

Reliable, easy to configure, web browser based, drag and drop design.

Does not require any programming knowledge

Their new Service Apps front end looks like a winner!

Much improved and more powerful workflow tool

Working with their integrator (FMX Solutions) has been a pleasure. Review collected by and hosted on G2.com.

What do you dislike about EasyVista Service Manager?

Change Management - include the ability to "clone" change requests, improved calendar

Reporting (in general)

Profile maintenance can be time consuming and confusing in conjunction with "groups". Review collected by and hosted on G2.com.

Recommendations to others considering EasyVista Service Manager:

I would say give this product a try. EasyVista's new Service Apps front end appears to be an amazingly easy tool to use and should enhance their product even further. Review collected by and hosted on G2.com.

What problems is EasyVista Service Manager solving and how is that benefiting you?

The initial rollout of EasyVista enabled us to migrate from various ways of escalating issues (15 year old ticketing system, emails, sharepoint, and phone calls) to a central ITSM solution. This migration has helped to streamline and enhance our existing processes and totally eliminate tickets from being assigned to the wrong support team. The workflow tool has made this extremely easy to do.

In addition, we are in the process of testing various other modules such as Change and Knowledge mgmt in an effort to migrate from an EOL Change tool and to create a central Knowledge base for our support staff and end users. Review collected by and hosted on G2.com.