EV Service Manager Reviews

“Well designed app”

Pros

Managing incidents and service requests through the EV self-service module feels very complete with this software. The web app is cleanly designed and the colour coding makes it quick to identify the type of ticket that has been raised along with its SLA. Another really useful part of Service Manager is being able to open a ticket and immediately view the end user's information, plus extra context such as previous tickets they have submitted. It also offers plenty of back-end integrations and development possibilities, making it flexible enough to extend through APIs and other third-party systems.

Cons

Tickets containing embedded images or HTML content do not always render correctly. When that happens, it becomes harder to triage an incident or request because parts of what was submitted are not readable.

“Effective ticketing system”

Pros

It's ticketing system performed really well for us and gave us plenty of flexibility in how we could work with and interact with the platform.

Cons

A few parts of the product were difficult to navigate, especially the asset management side which felt harder to use than it should have.

“Modern interface”

Pros

A modern interface is one of the first things you notice and setting up even fairly complex workflows doesn't require any coding. The ready-made workflows and built-in data structures make it possible for a mid-sized company to get up and running in a reasonable timeframe. The multilingual interface is another real advantage and the email integration helps a lot with communication between teams and users. Having an on-premise deployment option available is also a big plus.

Cons

The knowledge base and overall knowledge management features feel limited. Support from EasyVista can be slow when you need help. There also aren't many integrations available with other tools and the responsive UI for the service app is honestly a weak point.

“Keeps improving every year”

Pros

Each year, the software versions got better. The updates improved both speed and functionality although it took quite a while for those changes to be rolled out.

Cons

Setting it up was really difficult and very time-consuming. It almost felt like you needed a dedicated software developer just to handle the configuration.

“Highly adaptable platform”

Pros

It has been a very capable and adaptable platform for us. It offers a lot of flexibility and the steady stream of new releases helps keep the product up to date while giving us room to keep improving how we use it.

Cons

One challenge has been the cost of training once the initial installation is done. Because of that, I've had a tough time working some things out on my own. When I've contacted EasyVista Support, they have been helpful although the experience can vary depending on which technician I end up with.

“Web-based tool”

Pros

Using it has been pretty simple and since it's web-based I can log in from just about anywhere. It also refreshes fairly quickly, especially compared with other web apps I've worked with.

Cons

The application timeout settings are the same for everyone across the board. There really should be a separate timeout option for HelpDesk users who stay in the system all day.

“Solid potential”

Pros

Since our organization is still using the older version rather than Oxygen, I don't think we've had the chance to see all the benefits EV can offer yet.

Cons

Configuration process could be much more simple in my opinion.

“Wide range of features”

Pros

It's a very flexible platform with a wide range of features. With a bit of effort, you can usually get it to handle most things the way you want.

Cons

There's a lot to set up and organize in the software so it can feel overwhelming and confusing at times. They market it as "codeless," but if you want to be a power user, you'll still need some SQL knowledge.

“complex workflow and steep learning curve”

Pros

The workflow editor is a plus, especially because the interface keeps the icons close to the workspace which makes that part more convenient to use.

Cons

The overall functionality is where it falls short. The interface feels complex and difficult to navigate, even for our IT staff. It takes a long time to learn how to use it properly and move around the system and that ended up hurting us as an organization because people felt discouraged from using it.

“Powerful customization”

Pros

Compared with some other tools, this one lets you do serious customization without needing to be a programmer. We've been able to make changes here that simply wouldn't have been possible on the platform we used before.

Cons

I've never agreed with having more than one UI, with Service Manager and Service Apps kept separate and EV makes connecting and integrating the two unnecessarily difficult. In my opinion, they really should be merged into one. The interface also feels too static and doesn't make good use of larger monitors, especially since column widths can't be adjusted. On top of that, the reporting limitations pushed us into investing in PowerBI just to get the reporting we needed.

“Feature-rich but resource-heavy”

Pros

Beyond basic ticket management, this software comes with a broad range of useful features and options. It can handle change requests, incident management, service requests, problem management, asset management and plenty of other functions as well.

Cons

There's definitely a steep learning curve and the user experience isn't the best. It also feels quite heavy on system resources.