EasyVista Reviews, Ratings & Features 2026 | Gartner Peer Insights

Gartner defines IT service management (ITSM) platforms as software that offers cohesive workflow management and automation for organizations to plan, deliver, support and improve integrated IT services. ITSM platforms provide a system of record for ITSM practices, including request, incident, problem, change, knowledge, service level and configuration management. Typically offered as SaaS, ITSM platforms are also available for on-premises deployments as per organizational needs.
ITSM platforms are key tools used to manage IT support issues and aid employee productivity. IT leaders require robust ITSM platforms to drive business value in the services they provide, and are increasingly looking for these products to support digital business transformation outside IT. By capturing, tracking and reporting on service-related activities across the estate, the platform acts as a coherent system of record for ITSM-related actions. ITSM platforms boost infrastructure and operations (I&O) teams’ efficiency through automating processes, streamlining decision making and providing seamless integration with third-party applications. As organizational needs grow, advanced multichannel support features enhance the end-user experience, helping IT services remain agile and aligned with business goals.

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IT Service Management Platforms

OTRS

EV Service Manager

EasyVista

Data and Analytics Manager

Overall, OTRS is a great fit if you want control and customization and don’t mind spending some extra time getting everything dialed in. For a small shop that likes flexibility and doesn’t mind getting hands‑on, it’s a strong and dependable choice.

50M - 250M USD

1B - 3B USD

<50M USD

500M - 1B USD

250M - 500M USD

Gov't/PS/ED <5,000 Employees

3B - 10B USD

10B - 30B USD

Gov't/PS/ED 5,000 - 50,000 Employees

30B + USD

Gov't/PS/ED 50,000 + Employees

Service Desk Technician

To be honest, my experience with EasyVista SM is maybe due to the fact that we are not up to date and maybe the configuration is not perfect for our EasyVista SM.
I think EasyVista SM could be better for our needs with an optimization. Before using EasyVista SM
I used to work with a different tool and they were much more easier to use / understand / configure

IT Associate

The good:
- Very customisable.
- Has a much lower price point than other toolsets which might be harder to get a return on investment from.
- Supports parallel processing of actions - if multiple teams are required to fulfil a request, you can have multiple teams working on their part of it at the same time.
- Provides an all-in-one solution for self service and management of tickets backend.
- Strong Asset Management lifecycle for physical assets.
- Can be extended to Enterprise Service Management easily.
- The REST API is versatile and integrations can be developed for just about anything.
- Can easily be extended to manage any kind of assets (e.g. pool cars) and processes relating to them.
- Time to go live can be quick if the requirements aren't too complex.
- Documentation of the tool is good, and AI can be used to search it.
- Questionnaires, workflows and categories of incidents/requests are easy to configure and it's easy to pass the context from questionnaires to workflows (basic SQL skills required).

The bad:
- It requires a lot of setup out of the box to get to a good state.
- Users are sometimes confused by ownership being at action level and not ticket level (many actions can exist per ticket), particularly when SLA is at ticket level and teams want to know what their team has breached.
- There is less in the way of plug and play integration, you'll have to configure a lot.
- No prescriptive typologies. Incident categories, Asset Classes etc. need to be manually defined, along with mappings to any 3rd party tools.
- There's no rules-based reconciliation for multi-source CMDB, normalisation can be done, but federating data from multiple sources into a single record isn't easy.
- Knowledge Management within the tool can be a bit difficult to use.
- Software asset management isn't as watertight as hardware asset management.
- There's no question type in questionnaires which lets you look up multiple items from the database, filter them dynamically and add them to a collection. Typically it's only record per question, or a pre-filtered list where multiple records can be selected. A dual list selector with tree would be ideal for this.

Advice to those considering:
If you have lower IT Maturity, but are willing to dedicate time and effort to improving it, EasyVista is likely to be a strong contender as it is lower cost and your processes can be standardised and implemented as they are built out in EasyVista.

Ensure your administrator has strong SQL Server skills and is comfortable with API development.
We found the investment in continuous development worthwhile and senior leaders have been very happy with the decision, even going as far as saying "we can't believe there was a point in time we were considering not having ongoing development".

TrueAttitude is an excellent, collaborative delivery partner.

Set up data quality checks early (e.g. check and alert for actions assigned to employees departed from the organisation; groups with no members; assets with a user showing an in stock status).

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EasyVista is an IT software provider of end-to-end IT solutions including service management, remote support, IT monitoring, and self-healing technologies. EasyVista makes it easy for companies to embrace a customer-focused, proactive, and predictive approach to their IT service, support, and IT operations. Today, EasyVista helps over 3,000+ companies around the world to accelerate digital transformation, empower leaders to improve employee productivity, reduce operating costs, and increase employee and customer satisfaction across financial services, healthcare, education, manufacturing, and other industries.

EasyVista is a global software provider of intelligent solutions for enterprise service management, remote support, and self-healing technologies. Leveraging the power of ITSM, Self-Help, AI, background systems management, and IT process automation, EasyVista makes it easy for companies to embrace a customer-focused, proactive, and predictive approach to their service and support delivery. Today, EasyVista helps over 3,000+ enterprises around the world to accelerate digital transformation, empowering leaders to improve employee productivity, reduce operating costs, and increase employee and customer satisfaction across financial services, healthcare, education, manufacturing, and other industries. 

Headquartered in New York and Paris, EasyVista is a rapidly growing global company backed by leading venture capitalists. For more information, visit www.easyvista.com, and follow us at @EasyVista.

www.easyvista.com

EASYVISTA

Reviews

Ratings Overview

Overall experience with

Favorable Review

Low cost and flexible, manual, but with good return on investment

Critical Review

Versatility Of EasyVista SM Offset By Difficult Configuration And Steep Learning Curve

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