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EasyVista provides ITSM solutions to enterprise organizations employees who need to implement help desk, service desk, asset management and self-service for employees and customers.
Ideally suited for companies of any size, anywhere, with sophisticated IT organizations looking to deliver superior service to their internal customers (employees & internal other requesters).
I love the fact that unlike some other offerings, you do not have to be a programmer to accomplish deep customization.
This hurt us as an organization, as people were discourage to use it.
The asset management module is also pretty good to have an idea of who's using what machines with a simple "probe" installed.
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.
EasyVista is very powerful and flexible. New releases keep it current and allow continual improvement.
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.
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.
This software was not created with the end-user in mind.
It allows us to manage our tickets and resolve issues in a much more organized and timely manner than before we had an ITSM ITAM solution. Samanage offers a good product at a great price.
No option to have a 10 or 15 minute warning before SLA breaches (quite important for us as it's possible to easily miss these due to high ticket volumes).
We really enjoy that it is mobile friendly and that we can access it anywhere even when not on our network. It is very easy to use and to customize to our customers and our liking.
I dislike the software management portion of this solution. It is next to useless if you need to manage software licenses or counts.
The power points in using a hosted solution are functionality, speed, intuitiveness, reliability, and cost effectiveness. Samanage has succeeded in all these areas.
Getting confused sometimes about where a specific feature may be.
We like the ease of use, customer support, the community and the API integration feature. Good dashboard and the customer facing portal is a great feature.
The Chat response from an agent on Solarwinds takes time to respond. If there's an outage the email delivery is slightly delayed for the announcement.
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EV Service Manager
SolarWinds Service Desk
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SolarWinds Service Desk
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