We used the tool in lat 7 years passing from old GUI to the most recent one. Overall experience has been positive. Features list on GetApp is wrong or not updated, since several features are available.

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.

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.

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.

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.

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.

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.

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

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.

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

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

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

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.

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.