Are you faced with choosing between EasyVista vs. SysAid for your IT Service Management (ITSM) needs? With the number of ITSM options available today, organizations often find themselves at a crossroads when selecting the platform that best fits their unique needs.
In this blog post, we’ll embark on an in-depth ITSM tools comparison of these two prominent solutions. Each platform has its own set of strengths and capabilities in the highly competitive landscape.
But what if neither of these platforms entirely meets your specific demands? We'll introduce an alternative solution that might just be the perfect match for you—InvGate Service Desk. This robust service desk software offers a compelling array of features meticulously crafted to streamline your service delivery and empower your organization.
To uncover the ideal fit for your IT Service Management needs, let's dive deep into this comparison.
Table of contents
- TL;DR
- What is EasyVista?
- What is SysAid?
- Considering InvGate Service Desk as an ITSM solution alternative
TL;DR
- EasyVista has garnered positive user feedback for its workflow editor, user-friendliness, and configuration and customization. At the same time, users have reported inconsistent support from the vendor and that fully utilizing EasyVista's features necessitates a strong understanding of the platform.
- SysAid is a cloud-based ITSM platform that caters to mid-sized teams and well-established IT departments. It is praised for its knowledge base organization, global customer support, and customization options. Users have also manifested that the user interface can be outdated and inconsistent, the support response can be slow and the system change can be challenging, and that prices can be unreasonably high.
- InvGate Service Desk comes in as a strong option, offering a streamlined configuration and setup process using a no-code/low-code approach, exceptional user experience, a comprehensive support offering, and a cost-effective solution without compromising functionality.
Most looked-at features by buyers
When evaluating choices for IT Service Management solutions, potential buyers typically focus on specific functionalities that match their organization's requirements. Understanding these desired features is essential for making informed decisions.
Now, let's explore the key factors prospective purchasers commonly consider when comparing ITSM tools:
- Customization and adaptability - Buyers appreciate software solutions tailored to their business needs. This ensures the software aligns with their unique workflows and processes, ultimately increasing user satisfaction and overall operational efficiency.
- Simplified IT service catalog - Organizations often require a streamlined IT service catalog that offers a centralized platform for users to request specific IT services or resources. This simplifies service requests, enhances visibility, and aids in effective service delivery management.
- Ticket Management System - Prospective buyers place substantial importance on a comprehensive Ticket Management system integrated into the help desk software. This functionality enables efficient tracking, assignment, and resolution of customer inquiries and support requests.
- 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 increased efficiency and productivity.
- Self-service portal and knowledge base - Including a self-service portal is highly valuable as it empowers end-users to independently resolve common issues and access relevant information without direct assistance.
- Informative reporting - Buyers look for help desk software equipped with robust reporting tools such as dashboards and reports. These features provide valuable insights into IT operations and performance, facilitating informed decision-making and continuous service improvement.
- Scalability and customization - 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 align with their unique business demands.
- 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.
- Cost and support - Buyers assess the cost-effectiveness of a solution, including 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.
- User-friendly experience and interface - Ease of use and interface design are crucial considerations for buyers. They highly value a user-friendly platform with an intuitive interface that boosts user adoption and productivity. Mobile accessibility is also vital, especially for organizations with remote or mobile workforces.
- 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 adherence to ITIL best practices. Therefore, buyers may favor solutions that support ITIL processes, including Incident Management, Problem Management, Change Management, and Asset Management.
What is EasyVista?
EasyVista is a cloud-based tool that streamlines and improves the execution of IT Service Management tasks. This system integrates 11 ITIL PinkVerified processes that help organizations operate more effectively and consistently.
Formerly known as Staff & Line Group, EasyVista is a privately held company that has been a major player in the ITSM industry since its founding in 1988. Its presence in the 2022 Gartner Magic Quadrant™ for ITSM Tools underscores its importance and standing in the ITSM industry.
What users like from EasyVista
EasyVista has received positive user feedback from industry sources, including Gartner. To better understand the platform's capabilities, let's explore some of the key strengths highlighted in these reviews.
- Configuration and customization made simple - EasyVista's codeless configuration simplifies the customization process. Users find that the platform's groups, roles, and domains streamline ticket assignment, leading to improved efficiency. Regular updates, informed by customer feedback, ensure the platform remains up-to-date and responsive to evolving needs.
- Comprehensive ITSM features - EasyVista offers complete IT Service Management features, including robust service catalog management. Users emphasize the platform's exceptional flexibility, particularly in automating business processes. It facilitates centralization, traceability, and visibility of actions, ultimately enhancing overall ITSM capabilities.
- User-friendly interface - EasyVista boasts 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.
- Enhanced efficiency - EasyVista stands out in its ability to boost efficiency. It supports agile services and consistently delivers high-quality results. These features aimed at improving efficiency contribute to overall productivity and performance.
- Powerful workflow editor - One of EasyVista's standout features 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.
What users don’t like from EasyVista
While EasyVista has many strengths and positive qualities, there have been concerns and negative feedback from users regarding certain platform aspects. These insights are based on reviews from sources like Gartner. Here are some of the issues that have come to light:
- Complexity - Some users have found that fully utilizing EasyVista's features requires a strong understanding and vision for the platform, which can be a barrier for certain users. The application builder is seen as not very user-friendly, particularly for administrators who may find it difficult to navigate and use effectively.
- Integration and modern technologies - EasyVista has faced criticism for not keeping up with modern technologies and not meeting expectations with its SaaS version and integration capabilities with other tools. Users often look for more advanced integration features and a smoother experience when working with external tools.
- Functionality and customization - Users have reported configuring all the functionalities they desire within EasyVista can be time-consuming. They have also expressed frustration with the limited options for customizing screen elements, which restricts their ability to tailor the platform to their specific needs. Additionally, some users have experienced slowness, especially when dealing with a large number of users.
- Usability and interface - Some users have pointed out that EasyVista requires too many clicks to perform routine actions, leading to time management inefficiencies. The platform has been criticized for not being very intuitive, making it challenging to find specific features. Users have noted that the default back-office setup is complex and often requires customization to simplify the interface.
- Support and documentation - Users have raised concerns about inconsistent vendor support, which they consider a significant drawback. They have also noted that vendor documentation is inadequate and outdated, making it difficult for them to use the platform effectively. Furthermore, applying updates can be challenging due to a lack of robust vendor quality assurance and quality control (QA/QC) processes.
What’s EasyVista’s argument over SysAid?
EasyVista offers several key advantages over SysAid, making it a compelling choice for organizations seeking a versatile and user-centric ITSM solution:
- Simple configuration and customization - EasyVista's codeless customization and regular updates based on user feedback offer a more user-friendly experience.
- Comprehensive ITSM features - EasyVista's ITSM features contribute to smoother service processes and improved service quality.
- User-friendly interface - EasyVista's user-friendly interface, integrating all ITIL modules, enhances service quality.
- Enhanced efficiency - EasyVista boosts efficiency with agile services and consistent, high-quality results, improving overall productivity.
- Powerful workflow editor - EasyVista's flexible workflow editor, with low-code options, tailors processes to specific needs.
What is SysAid?
SysAid IT Service Management, offered by SysAid Technologies Ltd. as a cloud-based solution, empowers mid-sized teams and well-established IT departments to gain increased control and efficiency in managing their service desk operations. This platform is specifically designed to prioritize automation, enhance user experience, and provide comprehensive functionality. Ultimately, it enables IT professionals to streamline processes, improve productivity, and prioritize crucial tasks, all of which contribute to the business's overall success.
SysAid Technologies Ltd., headquartered in Toronto, Canada, is an IT Service Management company established in 2002. With a dedicated team of over 100 professionals, they deliver effective solutions for IT Incident Management, problem resolution, Change Management, and service requests. Their solutions assist organizations in optimizing their IT operations and achieving their objectives.
What users like from SysAid
SysAid has garnered favorable feedback from users on Gartner. Now, let's explore the benefits it provides:
- User-friendly interface - SysAid features an intuitive, responsive, and user-friendly interface that facilitates easy navigation. Users can effortlessly harness the software's full capabilities.
- Knowledge base organization - The knowledge base is thoughtfully structured for improved organization and seamless access to information.
- Reporting capabilities - SysAid offers robust reporting functions that provide comprehensive insights into ticket performance. This empowers users to make data-driven decisions and optimize their service desk operations.
- Customization options - Users highly appreciate SysAid's extensive customization features. These options allow users to tailor the software to their needs and preferences. This includes adding knowledge base articles and enhancing knowledge sharing within the organization.
- Email integration - SysAid's email integration streamlines communication with end users, fostering collaboration and efficient issue resolution.
- Global customer support - The platform provides global support with a strong user-centric approach, actively seeking and incorporating user feedback to enhance the overall experience.
- SSO and AD integration - SysAid simplifies user authentication and access management through Single Sign-On (SSO) and Active Directory (AD) integration, enhancing security and user convenience.
What users don’t like from SysAid
While SysAid IT Service Management has its strengths, it has not been immune to customer criticism, as evidenced by reviews from Gartner. Let's explore some of the more notable concerns that have been raised:
- Limited customization options in specific areas - Some users feel restricted by the limited customization options available in certain software components. This limitation hampers their ability to tailor SysAid to their specific needs and preferences.
- Challenges with ticket updates - Users have encountered difficulties when attempting to update tickets, resulting in workflow inefficiencies.
- Difficulty in modifying settings without disruptions - Users have expressed difficulties in modifying settings without unintentionally causing disruptions to other configurations.
- Administrator and reporting limitations - The software restricts the number of administrators permitted, which can be restrictive for organizations with larger teams. Additionally, the absence of comprehensive reporting options impedes users' capacity to collect and analyze data effectively.
- Outdated and inconsistent user interface - The user interface has faced criticism for being outdated and inconsistent, displaying varying styles within the same product. This inconsistency undermines the user experience and diminishes user-friendliness.
- Integration limitations and lack of AI/Automation - Users have found SysAid's integration capabilities to be limited, hindering seamless integration with other systems. Furthermore, the absence of advanced AI capabilities and automation features limits efficiency and productivity gains.
- Slow support response and challenging system changes - Users have reported slow response times from the support team, resulting in delays in issue resolution. Additionally, system changes are described as frustrating and cumbersome, contributing to a negative user experience.
- Incomplete features - Certain features, such as the Configuration Management Database (CMDB) and license tracking, are reported to be incomplete or not fully functional. This failure to meet user expectations hinders optimal IT management practices.
- Pricing dissatisfaction and unreliable features - Some users express dissatisfaction with the pricing, deeming it unreasonably high. Additionally, they have encountered features that do not perform as expected, leading to reliability issues and frustration.
What’s SysAid’s argument over EasyVista?
SysAid positions itself as a robust contender against EasyVista in the realm of IT Service Management, offering a range of compelling advantages that set it apart:
- User-friendly interface - SysAid provides an intuitive interface for effortless navigation.
- Knowledge base organization - SysAid's well-structured knowledge base streamlines information retrieval.
- Robust reporting - SysAid's reporting capabilities offer comprehensive insights, enabling data-driven decisions.
- Customization options - SysAid's extensive customization options empower users to tailor the software to their needs.
- Effective email integration - SysAid's email integration enhances communication and issue resolution.
- Global customer support - SysAid's user-centric support and global approach excel in addressing user needs.
- Integration ease - SysAid's SSO and AD integration provide enhanced security and user convenience.
Considering InvGate Service Desk as an ITSM solution alternative
While EasyVista and SysAid are well-known players in the ITSM field, exploring alternative solutions that can be tailored to your organization's unique needs is essential. In this context, InvGate Service Desk is a compelling option that warrants thorough consideration.
Now, let's delve into the comprehensive features of InvGate Service Desk that make it a valuable choice for fulfilling your ITSM requirements:
Customization and flexibility
InvGate Service Desk offers flexible deployment options, allowing organizations to choose between on-premise or cloud-based solutions. This flexibility ensures that the platform can meet the specific requirements 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 users with varying levels of technical expertise to implement the system quickly. The platform provides straightforward configuration options, enabling organizations to harness its potent ITSM capabilities without delay.
Robust Ticketing and Incident Management
InvGate Service Desk offers powerful capabilities for efficient ticket tracking, collaboration, and incident resolution. Features like 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 quick adoption, reducing the need for extensive training and maximizing productivity.
Focused on ITSM with ESM extension
InvGate Service Desk is purpose-built for IT Service Management (ITSM) and seamlessly extends its capabilities to cover Enterprise Service Management (ESM). This empowers operational departments to improve their processes and fully embrace the advantages of digital transformation. By prioritizing ITSM and excelling in ESM, InvGate Service Desk enables streamlined workflows and comprehensive digital transformation initiatives across all departments.
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, thereby reducing the workload on IT staff.
Comprehensive reporting and analytics
InvGate Service Desk offers extensive reporting and analytics functionalities, empowering organizations to gain valuable insights into their IT operations and performance. The platform provides ready-to-use reports and customizable dashboards, enabling IT teams to analyze data, identify patterns, and make informed decisions to enhance their services.
Comprehensive Asset Management
By integrating InvGate Service Desk with InvGate Insight, organizations gain a comprehensive view of their IT ecosystem, leading to improved service delivery and reduced downtime. InvGate Insight offers features such as IT Asset Discovery, Inventory Management, Software License Management, and maintenance schedules.
ITIL-certified readiness
InvGate Service Desk holds the prestigious ITIL4 certification from PINK Elephant, highlighting 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.
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 SysAid, InvGate Service Desk strikes a balance between cost and functionality.
Fast ROI and ongoing innovation
InvGate Service Desk ensures a swift return on investment through efficient implementation processes. Within weeks, organizations can start benefiting from this robust ITSM solution. Additionally, regular feature updates keep users at the forefront of technology without incurring additional costs.
Next steps
In the IT Service Management tools comparison, the choice between EasyVista vs. SysAid is a pivotal decision that can shape your organization's efficiency and overall success. Both platforms bring valuable features and capabilities, substantially benefiting IT operations.
However, if you're looking for an alternative that can truly transform your IT Service Management processes, InvGate Service Desk emerges as a standout solution. With its comprehensive feature set, user-centric design, and commitment to excellence, it has the potential to take your ITSM endeavors to new heights.
Download our free ITSM implementation checklist, which will serve as a valuable guide for your upcoming actions. With the right resources and a strategic approach, you can steer your organization towards ITSM excellence and confidently achieve your goals.
