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Product Information on EV Service Manager
What is EV Service Manager?
EV Service Manager Pricing
Overall experience with EV Service Manager
“Lots of Capabilities - Maturity and Staffing Beneficial to Success”
“Versatility Of EasyVista SM Offset By Difficult Configuration And Steep Learning Curve”
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IT Service Management Platforms
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Company Description
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.
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A Snapshot of What Matters - Based on Validated User Reviews
User Sentiment About EV Service Manager
Reviewer Insights for: EV Service Manager
Performance of EV Service Manager Across Market Features
EV Service Manager Likes & Dislikes
The tool has lots of capabilities. Reasonable pricing and terms. Friendly people.
The fact that EV SM is able to handled everything in the place (incident / service request / assistance portal ...)
What we appreciated most : - AI features and natively embedded in the ITSM workflow, making adoption straightforward. - Improvements in incident categorization and routing efficiency. - Low disruption to existing processes. - Practical use cases rather than overpromised capabilities. - Gradual adoption model that does not require a complete operating model redesign. The AI capabilities serve as a productivity enhancer rather than a radical transformation layer.
I think the most difficult thing is understanding everything you have. We had an entire testing environment that we did not know existed until the first time we needed to do an upgrade. The wiki they have with all their documentation is great, but it is a LOT of information, and the search is not the best (they are working to fix this, though). So in short, lots of capability, but you really have to take the initiative to learn it. They have good training resources, but it's a somewhat disjointed experience across their various platforms. It feels like they are trying to transform their customer engagement model into something new, cohesive and exciting, but they are still working on it. The overall product suite needs to integrate more tightly. Many capabilities feel like extensions/overloading of existing functionality, or the bolting on of other products. e.g. Their Reach product (formerly known as Goverlan) still feels like a separate piece of functionality. This is not a major issue, but it's an area for improvement. Their professional services model could use some adjustment. Their people are very competent, but we could have really used more thought leadership in our implementation. The focus of the team we worked with was here is our tool, it can do anything, tell us what you do today and we can make it do that. As an immature organization, we could have used more of a roadmap to help us think about how to get where we wanted to be in the future, rather than improving where we were in the present.
I guess it's due to our configuration but it's not an easy to tool to understand, a lot of option/ configuration that is a strength but could be a weakness
Main limitations : - AI scope is currently limited mainly to Incident Management. - Functionnal depth remains relatively basic compared to more AI-driven ITSM platforms. - Limited cross-module intelligence (nothing in Problem, Change or Service Request) - It does not provide advanced predictive analytics or proactive service intelligence
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EV Service Manager Reviews and Ratings
- Director of IT50M-1B USDEnergy and UtilitiesReview Source
Lots of Capabilities - Maturity and Staffing Beneficial to Success
We have been using EVSM for three years now. The Portal App interface is a great and clean way to give everyday users easy access to the system. Documentation is thorough, albeit sometimes difficult to search. The challenge is finding enough time to truly learn how to take advantage of all the capabilities the system offers. It's a good tool for people who like to tinker, and are motivated to learn and explore. - Manager of IT Services1B-10B USDServices (non-Government)Review Source
Bringing value from AI-Informed ITSM: Enhanced Incident Routing, Minimal Disruption
Our organization implemented AI capabilities within our ITSM environment to enhance management efficiency. The AI were introduced less than 2 years ago and was limited only on the incident management module (ie categorization assistance, routing suggestions and basic automation support). Overall the experience has been positive but incremental rather than transformative. The AI functionality has helped improve ticket qualification speed and reduce manual effort in first-level support. However it remains an augmentation too rather than a fully embedded AI-driven service management platform. For organizations at an early stage of AI adoption in ITSM, the approach is pragmatic and relatively low risk. - SENIOR MANAGER, SERVICE ASSURANCE50M-1B USDMediaReview Source
High Value and Highly Configurable With Easy Customization
EVSM is a high-value product that requires very little in the way of maintenance, yet is super configurable. We have created a completely customized system that fits our needs, and it has worked well for us for years now. - BUSINESS DEVELOPMENT MANAGER50M-1B USDIT ServicesReview Source
Improved Workflow Flexibility and Compliance Noted With EasyVista in Brazil
Our experience with EasyVista has transformed the way we serve our customers in Brazil. After implementation, there was a significant improvement in compliance and adherence to operational demands. The flexibility of the solution, in terms of workflow adaptation, positively impacted our customer service. This is important, given that in our case, we use the EASYVISTA platform for customer support. We currently serve approximately 300 clients in Brazil, each with specific processes and workflows, which we manage efficiently through EASYVISTA. This has significantly improved our service level compared to the previous tool. In addition, we've been able to mitigate the risk of improper support, what we used to refer to as "technician misconduct," where support was sometimes provided for equipment not under contract. Today, the solution automatically checks whether the equipment is covered by our warranty, which has significantly reduced this type of risk. - Manager of IT Services1B-10B USDServices (non-Government)Review Source
A robust and configurable ITSM platform that delivers strong value to IT and other departments
Our organization used Service Manager for more than 15 years in a multi-entity and international environment. Overall the experience was positive. The solution provided strong ITSM process coverage aligned with ITIL best practices and supported the structuring and industrialization of our incident, requests, problems and change management over time. The platform proved stable and capable of handling a large volume of tickets accross multiple geos. It enabled us to progressively improve governance and operational performance monitoring globally.