Very Flexible to a fault

We have seen the product grow in the 4 years we've had it. The current version, Oxygen, is a huge leap from where we started with our implementation. We needed a full-featured ITSM and this software definitely fits the bill at a lower cost than some of the competitors. However, we chose to save money on implementation and did a lot on our own. If we had spent more money and time with the implementation team, we might have had an easier road to where we are.

Pros

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.

Cons

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.

Easy Vista Review

It gets the job done, it is, It's pretty easy to use, it's web-based so that you can get to it from anywhere, it's relatively quick to refresh as compared to other web applications, It is highly customizable, to fit the needs of any organization Ours is a couple of versions old, so I do not know what is fixed or changed in the future additions, but i hear from our vendor that it has major updates and i can't wait to see them

Pros

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

Cons

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

EasyVista - more than ticket management

Normally I use the change request, service, incident, and problem management modules regularly. It allows the teams to manage their daily work in one place, without the need of more applications. The asset management module is also pretty good to have an idea of who's using what machines with a simple "probe" installed.

Pros

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.

Cons

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

Great for non-programmers

Pros

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.

Cons

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.

It's a good product

I would say its been a good experience but we need to get some better Administrator than what we started with to make our internal experience a lot better. Most of the original Admins were not technical enough to get the most out of our original implementation.

Pros

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.

Cons

Configuration can be a lot easier in my opinion.

EV Review

Poor - The interface and trying to get it develop was very difficult. We had to hire an outside vendor (FMX) to get it to a point it was usable. This was a pretty big cost for the university to absorb. EV should have been better prepared to support their own products.

Pros

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

Cons

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.

EasyVista is very slow, clunky, and not very intuitive.

Overall, EasyVista does the job but it is plagued with a slow interface, confusing navigation, and bugs that prevent me from using the software for its intended purpose.

Pros

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.

Cons

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.

I hate putting in tickets!

The software looks like it was created 20 years ago. This software was not created with the end-user in mind.

Pros

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

Cons

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.

Not the Best, not the Worst, something in the middle

None, I have been attending to some demos of users trying to purchase this software and even that brings alot of good thing to the table it dos not push trough.

Pros

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

Cons

* 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.