Choosing the right IT Service Management (ITSM) solution is a pivotal decision that can significantly impact your organization's IT operations and service quality. When faced with many options, the selection task becomes even more daunting. This challenge is akin to evaluating heavyweight contenders, such as EasyVista vs. Aranda Service Management, both offering compelling features and capabilities.
In this blog post, we’ll embark on an in-depth ITSM tools comparison of both platforms, delving into their core functionalities, strengths, and weaknesses.
However, in the midst of this competitive landscape, a noteworthy alternative emerges, extending the boundaries of what's possible—InvGate Service Desk. With its streamlined features, this service desk software offers organizations a distinctive opportunity to elevate their IT operations to new heights.
Read on to discover the insights that will help you choose the best support for your IT Service Management efforts.
Table of contents
- TL;DR
- What is EasyVista?
- What is Aranda Service Management?
- Considering InvGate Service Desk as an ITSM solution alternative
TL;DR
- EasyVista offers agility, codeless configuration, and comprehensive service catalog management. However, some challenges arise for inconsistent vendor support, limitations in functionality customization, and outdated documentation.
- Aranda Service Management offers a unified web console with flexible installation, specialized Spanish support, and advanced reporting features but lacks reviews on major platforms.
- InvGate Service Desk, on the other hand, excels in ITSM with strong incident management, user adaptability, no-code/low-code options, robust reporting, and ITIL4 certification, emphasizing its dedication to quality and Spanish support.
Most looked-at features by buyers
When assessing options for IT Service Management solutions, prospective purchasers tend to concentrate on specific functionalities that align with their organization's needs. It is crucial to grasp these desired features to make well-informed decisions.
Now, let's delve into the key elements that potential buyers typically consider when comparing ITSM tools:
- Scalability and personalization - Organizations with evolving needs prioritize solutions that can adapt to their growth and allow customization. Buyers specifically seek the ability to create custom fields, workflows, and extensions/plugins to cater to their specific business requirements.
- Cost and support - Buyers assess the solution's cost-effectiveness, encompassing licensing models, subscription plans, and any additional expenses related to features or users. The availability of reliable customer support, comprehensive documentation, and accessible training resources significantly influences their decision-making.
- Informative reporting - Buyers actively look for help desk software equipped with robust reporting tools such as dashboards and reports. These features offer valuable insights into IT operations and performance, facilitating informed decision-making and continuous service improvement.
- Support automation and Workflow Management - Buyers actively seek software solutions that offer automation capabilities to streamline routine tasks like ticket routing, approvals, and escalations. These automation features contribute to heightened efficiency and productivity.
- Ticket Management System - Prospective buyers place substantial importance on a comprehensive Ticket Management system integrated into the help desk software. This functionality facilitates efficient tracking, assignment, and resolution of customer inquiries and support requests.
- Self-service portal and knowledge base - Including a self-service portal holds significant value as it empowers end-users to independently resolve common issues and access pertinent information without requiring direct assistance.
- Simplified IT service catalog - Organizations often require a streamlined IT service catalog that provides a centralized platform for users to request specific IT services or resources. This simplifies service requests, improves visibility, and aids in effectively managing service delivery.
- User-friendly experience and interface - Ease of use and interface design are pivotal considerations for buyers. They highly value a user-friendly platform with an intuitive interface that boosts user adoption and productivity. Mobile accessibility is also crucial, especially for organizations with remote or mobile workforces.
- Seamless integration capabilities - The ability to integrate with other systems and applications is a critical requirement for buyers. They seek smooth data flow and automated processes, valuing the capability to integrate with existing tools and platforms to enhance efficiency and provide a unified user experience.
- Customization and adaptability - Buyers appreciate software solutions that can be customized to suit their business needs. This ensures that the software aligns with their unique workflows and processes, ultimately increasing user satisfaction and overall operational efficiency.
- Efficient IT Asset Management - Users prioritize software that offers robust IT Asset Management (ITAM) capabilities, aiding in maintaining accurate inventories and optimizing resource utilization within their organizations.
- ITIL compliance - Many organizations prioritize adhering to ITIL best practices. Therefore, buyers may give preference to solutions that support ITIL processes, including Incident Management, Problem Management, Change Management, and Asset Management.
What is EasyVista?
EasyVista is a cloud-based solution that simplifies and improves the way IT Service Management tasks are carried out. The platform incorporates 11 ITIL PinkVerified processes, which help organizations operate more efficiently and consistently.
Initially known as Staff & Line Group, EasyVista is a privately owned company that has played a significant role in the ITSM field since its inception in 1988. The platform's inclusion in the 2022 Gartner Magic Quadrant™ for ITSM Tools underscores its importance and reputation in the ITSM industry.
What users like from EasyVista
EasyVista has garnered positive user reviews from reputable industry sources, including Gartner. To gain a deeper understanding of the platform's capabilities, let's examine some of the key strengths emphasized in these evaluations.
- Efficiency - EasyVista excels in making work more efficient. It offers support for agility services and consistently delivers high-quality results. These efficiency-focused features enhance overall productivity and performance.
- Workflow editor - The standout feature of EasyVista is its workflow editor, which translates documented processes into practical steps. Users appreciate its low-code options and extensive customization capabilities, making it a versatile tool for tailoring workflows to specific requirements.
- ITSM features - EasyVista offers a comprehensive set of IT Service Management features, including robust service catalog management. Users highlight the platform's exceptional flexibility, especially in automating business processes. It facilitates centralization, traceability, and visibility of actions, ultimately enhancing overall ITSM capabilities.
- User-friendly interface - EasyVista has a user-friendly interface that caters to customers, IT staff, and administrators alike. Its incorporation of all ITIL modules further enhances its value. Users have noted that EasyVista contributes to smoother service processes and improved service quality, making it a solution that prioritizes users' needs.
- Configuration and customization - EasyVista's codeless configuration simplifies the customization process. Users find that the groups, roles, and domains provided by the platform streamline ticket assignment, leading to improved efficiency. Regular updates, based on customer feedback, ensure that the platform remains current and responsive to evolving needs.
What users don’t like from EasyVista
While EasyVista possesses various strengths and positive attributes, there have been reservations and negative feedback from users regarding certain platform aspects. These insights are based on reviews conducted by sources like Gartner. Here are some of the issues that have garnered attention.
- Usability and interface - Some users have mentioned that EasyVista necessitates too many clicks to perform routine actions, leading to time inefficiency. The platform has been criticized for its lack of intuitiveness, making it difficult to locate specific features. Users have observed that the default back-office setup is complex and often requires customization to streamline the interface.
- Functionality and customization - Users have reported that it takes time to configure all functionalities as desired within EasyVista. They have also expressed frustration with the limited customization options for screen elements, which restrict their ability to tailor the platform to their specific requirements. Additionally, slowness has been noted as an issue, particularly when dealing with a large number of users.
- Complexity - Users have found that fully utilizing EasyVista's features requires a strong understanding and vision for the platform, which can be a barrier for some users. The application builder is perceived as not very user-friendly, especially for administrators who may find it challenging to navigate and use effectively.
- Support and documentation - Users have raised concerns about inconsistent vendor support, which they view as a significant drawback. Additionally, they've noted that vendor documentation is both insufficient and outdated, impeding their ability to utilize the platform effectively. Furthermore, applying updates can prove challenging due to a lack of robust vendor quality assurance and quality control (QA/QC) processes.
- Integration and modern technologies - EasyVista has faced criticism for not keeping up with modern technologies and failing to meet expectations with its SaaS version and integration capabilities with other tools. Users often seek more advanced integration features and a smoother experience when working with external tools.
What’s EasyVista’s argument over Aranda Service Management?
EasyVista presents several key advantages over Aranda Service Management, making it a compelling choice for organizations seeking a versatile and user-centric ITSM solution:
- Enhanced efficiency - EasyVista prioritizes efficiency, delivering high-quality results and productivity improvements.
- Workflow editor excellence - EasyVista's workflow editor stands out with low-code options and extensive customization for efficient Process Management.
- Comprehensive ITSM features - EasyVista offers a comprehensive IT Service Management suite, including robust Service Catalog Management, enhancing overall ITSM capabilities.
- User-friendly interface - EasyVista's user-centric design, coupled with ITIL integration, ensures smoother service processing and enhanced service quality.
- Configuration simplicity - EasyVista's codeless configuration simplifies customization and improves operational efficiency.
What is Aranda Service Management?
Aranda Service Management is the primary software solution from Aranda Software, a Colombian company specializing in the management of IT services and infrastructure. This comprehensive software is designed to aid businesses in efficiently managing various processes and supporting different types of cases. Through a centralized console, Aranda Service Management enables businesses to oversee requests, incidents, problems, and changes effectively.
Aranda Software offers a range of software products that align with ITIL best practices, such as Aranda Asset Management. This particular software is geared towards delivering value to businesses in the Latin American region. The company has a local presence in 10 Latin American countries and provides flexible licensing options, including Cloud, On-premise, Hybrid, and SaaS models.
What users like from Aranda Service Management
The information presented here is based on the company's website at the time of this writing. It's worth noting that there are no reviews available on popular platforms such as Gartner, G2, or Capterra that could provide additional insight from a user perspective.
- User-friendly design - The software boasts an intuitive interface, easy configuration, fast loading times, and an overall user-friendly experience.
- Fast implementation - The platform aims to expedite the setup process by providing default configurations, templates, and models that are readily available to speed up configuration and ensure a quick and efficient setup.
- On-premise/cloud installation - Users have the option to select from various installation methods that best align with their infrastructure requirements and organizational preferences.
- Local Spanish support - The tool includes a specialized and certified support team available in Latin America to assist users in their preferred language.
- Unified web console - The platform offers a single, web-based console accessible through a fully web-based system. This integrated and centralized suite eliminates the need to install a console on individual computers.
- Aranda Query Manager - Users with an ADM package license can take advantage of the Aranda Query Manager. This feature offers an advanced reporting solution along with a customizable dashboard.
What users don’t like from Aranda Service Management
Since there are no reviews or comments from users on well-known platforms like Gartner, G2, or Capterra, it is difficult to determine any particular issues or criticisms related to Aranda Service Management. At this moment, there haven't been any negative aspects brought to attention because there is a lack of user feedback and experiences shared on these platforms.
What’s Aranda Service Management’s argument over EasyVista?
Aranda Service Management is a compelling choice for numerous reasons, making it a noteworthy alternative to EasyVista. Below, we delve into the distinct advantages and arguments in favor of Aranda Service Management over its competitor, EasyVista:
- User-friendly design - Aranda Service Management distinguishes itself through its user-friendly design. With an intuitively crafted interface, it offers ease of use, streamlined configuration options, swift loading times, and an overall user-centric experience. This design focus ensures users can efficiently navigate the platform, reducing the learning curve and optimizing productivity.
- Efficient implementation - Aranda Service Management is engineered to expedite the implementation process. By providing pre-configured templates, default settings, and model configurations, it empowers organizations to set up and customize the platform swiftly. This rapid implementation translates into cost savings, minimal disruptions, and faster realization of operational benefits.
- Flexible deployment options - Aranda Service Management provides versatility in installation choices, offering both on-premise and cloud deployment options. This flexibility caters to the diverse infrastructure needs and organizational preferences of businesses. Whether an organization prefers the control of on-premise hosting or the scalability of the cloud, Aranda Service Management adapts to accommodate these requirements seamlessly.
- Localized support in Latin America - One of Aranda Service Management's strong points is its localized support presence in Latin America. With a specialized and certified support team proficient in the region's nuances and fluent in Spanish, users in Latin America receive tailored assistance in their preferred language. This regional expertise ensures responsive and effective support, enhancing customer satisfaction.
- Centralized web console - Aranda Service Management offers a unified web console that is accessible through a fully web-based system. This centralized approach eliminates the need for individual console installations on separate devices. Users can conveniently access and manage all aspects of their IT service operations from a single online interface, simplifying administration and enhancing overall efficiency.
- Aranda Query Manager - Exclusive to users with an ADM package license, the Aranda Query Manager feature provides a comprehensive reporting solution. It empowers users to generate advanced reports and create customizable dashboards, offering deeper insights into critical data and metrics. This robust reporting tool enhances decision-making and facilitates proactive IT Service Management.
Considering InvGate Service Desk as an ITSM solution alternative
While EasyVista and Aranda Service Management stand out as prominent players in the ITSM sector, it's crucial to explore alternative solutions tailored to your organization's unique requirements. In this context, InvGate Service Desk is a compelling choice deserving of thorough consideration.
Let's delve into the comprehensive features of InvGate Service Desk that make it a valuable option for fulfilling your organization's ITSM needs:
Focused on ITSM with ESM extension
InvGate Service Desk is purpose-built for ITSM and seamlessly extends its capabilities to Enterprise Service Management (ESM). This empowers operational departments to enhance their processes and fully embrace the benefits of digital transformation. With a primary focus on ITSM and strong performance in ESM, InvGate Service Desk facilitates streamlined workflows and comprehensive digital transformation initiatives across all departments.
Robust Ticketing and Incident Management
InvGate Service Desk offers powerful capabilities for efficient ticket tracking, collaboration, and resolution. Features such as automated ticket routing, customizable workflows, and SLA Management enable IT teams to manage and prioritize incidents effectively.
Exceptional user experience
InvGate Service Desk places a strong emphasis on delivering an exceptional user experience through meticulous design and adherence to UI/UX best practices. Its intuitive interface encourages rapid adoption, minimizing the need for extensive training and maximizing productivity.
Strong self-service capabilities
InvGate Service Desk provides robust self-service functionalities, including a user-friendly portal, an extensive IT service catalog, and a knowledge base. These features empower end-users to independently address common issues, access various IT services, and utilize self-help resources, reducing the workload on IT staff.
Customization and flexibility
InvGate Service Desk offers adaptable deployment options, allowing organizations to select between on-premise or cloud-based solutions. This flexibility ensures that the platform can cater to the specific demands of various sectors and industries.
Simplified configuration and setup
InvGate Service Desk streamlines configuration and setup with a user-friendly, no-code/low-code approach. This approach allows both novices and experienced users to implement the system without extensive technical expertise. The platform provides straightforward configuration options, enabling organizations to harness its potent ITSM capabilities quickly.
Comprehensive Asset Management
By integrating InvGate Service Desk with InvGate Insight, organizations gain a comprehensive view of their IT ecosystem, resulting in improved service delivery and reduced downtime. InvGate Insight offers features such as IT Asset Discovery, Inventory Management, Software License Management, and maintenance schedules.
Comprehensive reporting and analytics
InvGate Service Desk provides extensive reporting and analytics functionalities, enabling organizations to gain valuable insights into their IT operations and performance. The platform offers ready-to-use reports and customizable dashboards, enabling IT teams to analyze data, identify patterns, and make informed decisions to enhance their services.
ITIL-certified readiness
InvGate Service Desk holds the esteemed ITIL4 certification from PINK Elephant, underscoring its commitment to maintaining ITSM excellence. Whether organizations are embarking on their ITIL journey or managing complex operations, InvGate Service Desk offers a user-friendly and feature-rich experience aligned with industry best practices.
Fast ROI and ongoing innovation
InvGate Service Desk ensures a swift return on investment through efficient implementation processes. Within weeks, organizations can begin enjoying the benefits of this robust ITSM solution. Additionally, regular feature updates keep users at the forefront of technology without incurring additional costs.
Cost-effective solution
InvGate Service Desk offers a cost-effective solution without compromising on functionality. It provides a comprehensive suite of ITSM features at a competitive price point, making it an appealing choice for organizations seeking affordability without sacrificing capabilities. When compared to alternatives like EasyVista and Aranda Service Management, InvGate Service Desk strikes a balance between cost and functionality.
Next steps
In the ever-evolving landscape of IT Service Management solutions, the choice between EasyVista vs. Aranda Service Management is undoubtedly a critical one. Each platform brings unique strengths and features, catering to different organizational needs and preferences.
However, what works best for one organization may not necessarily be the optimal choice for another. The decision must align with your specific requirements, goals, and constraints. Exploring alternatives can provide valuable insights and help you find the ITSM solution that perfectly aligns with your organization's unique needs.
One such alternative worth exploring is InvGate Service Desk. It offers a comprehensive suite of features designed to streamline IT operations and elevate your Service Management capabilities.
Request our 30-day trial to gain a deeper understanding of how InvGate Service Desk can enhance your business operations.
