This independent review is part of our 2013 Knowledge Management Group Test.
- 2013 Knowledge Management Group Test Overview and terms
- Also participating – Cherwell, ITinvolve [BEST IN CLASS]
Executive Summary – EasyVista
| Overview |
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| Primary Market Focus | Base on the information supplied, EasyVista typically market to medium and large size customers. |
Commercial Summary
| Vendor | EasyVista |
| Product | EasyVista 2013 |
| Version reviewed | 2013 |
| Date of version release | April 2013 |
| Year founded | EasyVista was created as Staff & Line in 1988 and became EasyVista in 2012. |
| Customers | 300 SaaS and 750 on premise |
| Pricing Structure | SaaS, Named and concurrent options |
| Competitive Differentiators | “Neo Technology: This is our ‘Codeless Framework’ that (at a high level) does two things;
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Independent Review
This is a straightforward and standard Knowledge option with multi-level capability for EV users – knowledge is shipped with the product and seamlessly integrated with it.
Some nice features around discussion boards, ‘crowdsourcing’ options and multi-levels KAs, plus searching and dashboard capability.
A good knowledge option for EV users or those considering the product with a view to making Knowledge Management work.
Overview
- Good functionality which meets all stated requirements
- Seamless integration across the ITSM product set
- Vendor has established global position in mid-market – with limited presence in some markets – e.g. UK
- User Interface is straightforward and user-friendly
- Some good features around discussion boards, crowdsourcing options and multi-level KAs, plus searching and dashboard capability
- A good option for EV customers or those considering this with requirements for developing standard Knowledge functionality
Strengths
- Meets all the basic functionality required for the review, for creation, approval, maintenance, tracking of Knowledge Articles (KAs)
- Pink Verified for Knowledge Management
- Multi- level deployment in different – 6 languages shipped, can search in different languages Can search content of attachments, controls on records – with control over level of skill required to see and use record – ie based on specific certifications
- Able to control who can use ‘user rating’ – for relevance of KA Actions. Can ‘publish as a news article’ – generate a record on home page
- Nice feature to highlight regular searches that return no results – ie identify topics for articles
- Can reference 3rd party search engines and also rate the solution
- Search engine automatically searches, on logging an incident and on self-service portal
- Ability to create question/answer scripts
- Able to create Known Error with flexibility to allow changes to record during lifecycle and also check for duplicates
- Can create (and link) technical and simplified version of same KA, then apply to profile to apply to relevant content by individual login
- Search Statistics Dashboard – able to see who is doing searches and volumes, types, dates, results – useful to see who is using the KM and whether they are searching for the right things
- Discussion groups within product – nice like Facebook wall – can send KA information to all or specific groups
- ‘Crowdsourcing’ by starting discussions on specific items and sharing or specifying viewers
- Wiki going live – with global front end dashboard of usage across EV users. All product documentation online
Weaknesses
- Vendor has been geared to mid-market implementation – now aiming more for enterprise market
- Limited positioning or presence in some key markets – e.g. UK
- Could provide more focussed, results-based information on customer success stories using KM
- Global wiki portal relatively new
EasyVista’s Knowledge Management Customers
In Their Own Words:
“EasyVista is a leading, global provider of cloud based IT Service Management, Asset Lifecycle Management, and Organisational Service Management solutions for the large enterprise. We have the very best Pink Verify Certifications, hold a prominent position in the Gartner ITSSM magic quadrant and Gartner ITALM reports. We have one of the world’s most comprehensive cloud infrastructures for ITSM and ITALM. We run over 1.5 million platform tests a day and support over 1000 clients worldwide. We are also not only a global company, but lead the field with our global product offering multiple languages, currencies time-zone management and administration.
What we do: We specialize in helping organisations make the transition from traditional IT Operations Management that was designed for a very different time, to ‘New IT’ Operations Management designed for now and the future. We transform your customer experience, simplify the management and constant change within of IT, provide visibility and intelligence and we help extend workflow automation services beyond IT into other functions within the enterprise, such as HR, facilities and customer service. ‘New IT’ needs new thinking. We believe the building blocks of IT have changed. Applications, compute, storage and services come from ‘everywhere’. IT is no longer exclusively in the basement. A broker of IT Service and Support is required that can connect, integrate and coordinate service and support across the ‘New hybrid IT’, and remove customer frustration, providing a familiar and logical support portal, for all IT and business services, as well as simplifying the workload on IT.”
Screenshots
Further Information:
Knowledge Management Review Index
This independent review is part of our 2013 Knowledge Management Group Test.
- 2013 Knowledge Management Group Test Overview and terms
- Also participating – Cherwell, ITinvolve [BEST IN CLASS]
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